Angel M.

Initially I had one big order of items with my shipping address as America, however some of the items I ordered wouldn't ship to America and only shipped to Asian countries (Hong Kong, Thailand, Philippines etc.). I decided to divide my orders into two, the other half being sent to America and the half that only shipped to Asian countries I sent to Philippines (as I had relatives there). The American half was fine and arrived on time, however the other half never moved? I had kept checking my TOM account for updates and also e-mails. It had not moved to the "shipped" step even after more than 2 weeks, and all this time I never realised that they had actually cancelled my order. They sent an e-mail to the paypal address but never to the account address, which I think is very bad customer service. I am now in the middle of sorting it out and am very disappointed with the website. I do not know why they had not contacted my account e-mail about this sooner and why they only decided to contact my paypal e-mail (they are not the same).