I can't even put into words how impressed I am with this Company; from the start they did not have the product I initially wanted in stock. So, they actually offered me a very discounted price on a similar, but more upgraded product. Of course, I said yes to the better option for cheaper! The shipping was very fast, however when I received the product there was a good deal of dents and damage from the shipper (FedEx). Tuwa did everything they could to help, sadly no replacement parts were in stock to send me, so they actually paid for touch up paint and sent that to me. The paints were just not what I was imagining so I wound up buying my own which I did not mind.
Tuwa also filed a claim with FedEx for their poor handling of the product and offered to send me the money they would receive from that claim! I was very surprised by this, and thrilled since it did take me hours to repaint the whole rack on my own. Months went by and the claim money never came. I reached back out to check up on it, and it turns out the claim was actually input incorrectly by one of the employees, the claim period elapsed so FedEx would not payout any of the money. The CEO of Tuwa (Tomas) reached out directly to me, owning the fault of his employee and actually paid out what FedEx would have if the claim was submitted on time. I was BLOWN AWAY to say the least, he absolutely did not have to make that decision; but he did for his Customers Gratification.
I was told that Tuwa’s number one goal as a company, is to provide Customers the best possible service; and I can easily say that Tuwa IS unquestionably providing the BEST Customer Service I have seen in my lifetime.
