Totwoo Reviews 300

Reply from Totwoo

Mar 17, 2025

Dear customer,

Thank you for sharing your feedback—we’re so sorry to hear this happened! 😔 We completely understand how frustrating it must be to lose part of your product while out and about.

Here’s how we’d love to help:

1️⃣ Priority Replacement: Even though the piece is missing, we’ll gladly send a replacement back unit at no cost to you.

2️⃣ VIP Support: Our team will personally guide you via email—just reply with “order number ” here, or 📧support@totwoo.com(indicate "urgent complaint + Trustpilot" in the email title).

We’re also taking action for the future:

🔧 Your experience is invaluable! We’ll escalate your feedback to our production team to reinforce product durability and explore sturdier materials in future designs.

We want to make this right and ensure you can keep enjoying your purchase. Let’s get this sorted ASAP! 💛

Best Regards,
Totwoo support team

Reply from Totwoo

Mar 17, 2025

Hello,

Sorry for the inconvenience caused. Thank you for sharing your honest thoughts—we’re truly grateful for your support! 😊 We completely understand how frustrating it must be when the feature doesn’t work as intended, especially since reliability is at the heart of why we designed it.

Here’s how we’ll help fix this for you:

1️⃣ Immediate Troubleshooting: Our tech team will run a diagnostic check on your device settings to ensure compatibility and optimize performance.
2️⃣ Priority Software Update: We’ll fast-track a personalized update to your app to stabilize the alert system.
3️⃣ 1:1 Support（Quick reply within 24 hours) : Please reply “order numder” here, or 📧support@totwoo.com(indicate "urgent complaint + Trustpilot" in the email title). —we’ll assign an expert to guide you step-by-step until it works seamlessly.

We’re committed to making sure this bracelet delivers the peace of mind you deserve. Let’s get it working perfectly for you! 💪

Best Regard,
Totwoo customer service

Reply from Totwoo

Mar 17, 2025

Hello,

Thank you for sharing your feedback—we truly appreciate your love for the concept! 😊 We’re so sorry to hear the phone requirement limited your experience with your daughter. We completely understand how frustrating this must be, and we’re here to help!

Here’s what we can do for you:

1. If you’d prefer alternatives now, please send the order number—we’ll happily explore refunds and return, exchange or other alternatives ways to use.

2. We can help you exchange your items for Totwoo Memory, Totwoo Meet, Totwoo X, Photo Jewelry. These products do not require a mobile phone connection.

Thank you for giving us a chance to improve. Let’s make this right for you and your daughter! 💛

Best Regards,
Totwoo customer service

Reply from Totwoo

Mar 17, 2025

Hello,

Your message made our day—we’re so thrilled the bracelet brings you and your sister closer, even across 1000 miles! 💞 Those surprise notifications are magic, aren’t they? Knowing we helped create those joyful moments means everything.

Thank you for trusting Totwoo to keep your bond alive. Stories like yours fuel our mission to bridge distances with love. Keep shining, and don’t hesitate to share more of your adventures!

With gratitude,
Team Totwoo
Connecting hearts, one touch at a time. 💫

Reply from Totwoo

Mar 17, 2025

Hello,

Your heartfelt review has made our day! We’re thrilled your Valentine’s gift became a daily joy, proving love—and Totwoo—has no age limit. 🎁 The ease of setup and cross-room surprises warm our hearts; it’s magical to hear how these moments brighten your days, near or far.

Thank you for sharing your story—it’s reminders like yours that fuel our mission to keep loved ones connected, no matter the miles (or living rooms!). Keep spreading the love—we’re honored to be part of your journey. 🌟

With gratitude,
Team Totwoo
Bridging hearts, one touch at a time. 💫

Reply from Totwoo

Mar 17, 2025

Hello,

Sorry for the inconvience that occured.Your words cut deep – we betrayed the trust placed in our bracelet. That two bracelets meant to connect souls failed to connect technically is unacceptable. At the same time, thank you for your approval of the design of our bracelet. Here’s our redemption protocol:

Our Commitment to Resolve Your Issue:

1️⃣ Dedicated Support Agent Assignment

A senior customer advocate will be assigned to conduct a comprehensive investigation. Kindly provide your order number or send email to👉 📧support@totwoo.com(indicate "urgent complaint + Trustpilot" in the email title)

You'll receive daily email updates documenting progress

2️⃣ Technical Escalation Protocol
Our engineering team will:
🔸 Perform remote diagnostics (with your consent)
🔸 Analyze failure patterns using SN code tracking

3️⃣ Guaranteed Resolution Path
If unresolved after 48 hours, choose:
✅ Priority Replacement
✅ Full Refund + return
✅ other solution services according to your request

We don’t ask for forgiveness, only a chance to prove beautiful design can coexist with bulletproof tech.

Best Regards,
Chief Connection Officer

Reply from Totwoo

Mar 17, 2025

Hello

Your glowing review made our day! We’re thrilled the Totwoo Ring keeps you connected with effortless professionalism—it’s designed to blend innovation with timeless elegance. 🌟

Knowing it’s become your go-to “business card” and a cherished accessory warms our hearts. We’re honored to be part of your journey.

Thank you for trusting us to merge style with smart functionality. Here’s to staying connected in sophistication! 💫

Warmly,
Team Totwoo
Where innovation meets elegance. 💍✨

Reply from Totwoo

Updated Mar 14, 2025

Dear Valued Customer,

We sincerely apologize for the frustration caused by our delayed support and app issues. This is not the level of service we aim to provide, and we take your feedback extremely seriously. Our team is actively troubleshooting the technical problems and implementing immediate improvements to our support process.

Please rest assured – even if we cannot resolve your case through initial troubleshooting, we will offer a full solution, such as a replacement bracelet, refund, or other services, based on your preference. To expedite this, we’ve assigned a dedicated agent to your case.

Kindly share your order number or contact our email at 📧support@totwoo.com and we will provide as follows:

1. Personalized assistance within 24 hours
2. Progress updates every 48 hours
3. A guaranteed resolution path if the issue persists beyond 72 hours

We’re committed to making this right for you. Your patience during this process means the world to us.

Best Regards,
Totwoo support team

Reply from Totwoo

Updated Mar 14, 2025

Dear Valued Customer，

We’re truly heartbroken to hear about the connectivity issues, broken band, and lack of support you and your niece experienced. This is not how we want our products to create memories between loved ones.

To urgently make things right:
1. Technical team is analyzing connectivity logs
2. Quality control is auditing band materials
3. Senior support agent assigned to your case
4. Free replacement for broken band

Please send us your order number or 📧support@totwoo.com. Our team lead will contact you within 24 hours with resolution options. We’re determined to turn this experience around for you both.

Best Regards,
Totwoo support team

Reply from Totwoo

Updated Mar 14, 2025

Dear customer,

Sorry for the inconvience that occured. Your review pains us deeply – failing you on product quality, customer care, and shipping is inexcusable. We recognize that trust isn’t just broken, but shattered. As people who also believe in meaningful gifts, we’re launching a full solution plan:

Dedicated Customer Representative: We have assigned a dedicated customer representative to assist you throughout this process. They will ensure that your concerns are addressed promptly and effectively.

Technical Team Investigation: Our technical team will thoroughly investigate the defect with your bracelet to understand the root cause of the issue. This process may take some time, but we assure you we are working to resolve it.

Replacement Proposal: Once the issue is verified, we will provide you with a suitable solution, which may include a replacement of the bracelet.

Improved Delivery Times: We are also working to improve our delivery times to prevent any future delays.

Please provide your order number or email 👉support@totwoo.com . Our team lead will contact you within 24 hours with resolution options.

We don’t ask for forgiveness, only a chance to prove this was an aberration, not our standard.

Best regards,
Totwoo support team

Reply from Totwoo

Updated Mar 14, 2025

Dear customer:

Hello! We attach great importance to your feedback and deeply apologize for your unpleasant experience. To ensure that your rights are handled in a timely manner, please be sure to contact us in one of the following ways:

1. Please provide the order number, we will start the 24-hour expedited processing channel.

2. Official email: 📧support@totwoo.com(indicate "urgent complaint + Trustpilot" in the email title)

Special Tips:

▸ We will never prevent customers from canceling orders in any way. Please be wary of third-party counterfeit accounts.
▸ If you have traded through non-official channels, it is recommended that you contact the bank immediately to freeze the transaction.

We promise to investigate this matter thoroughly and give you a clear answer within [24hours] regardless of the outcome. Thank you for helping us improve our service, and we look forward to hearing from you!

Best Regards,
Totwoo support team

Reply from Totwoo

Updated Apr 4, 2025

Dear NAZANIN REZAZADEH,

First and foremost, please accept our sincere apologies for the frustration this situation has caused. We deeply regret the experience fell short of your expectations, and we’re committed to resolving this swiftly. Let’s address your concerns step-by-step:

📦 Tracking the Return
Could you share the return tracking number or any proof of shipment? This helps us trace the package’s journey and confirm its arrival at our warehouse. If it’s still in transit, this could explain the delay.

⏳ Refund Timeline
Once the return is confirmed received, refunds typically process within 3–5 business days (depending on your bank/payment method). If it’s been longer, we’ll escalate this to our finance team immediately to prioritize your case.

🔍 Investigating the Issue
We’re auditing our system to check for errors in processing your refund. Sometimes, manual reviews or system glitches cause delays—rest assured, we’re on it!

💡 Preventing Future Issues
Your feedback is invaluable. We’ve already flagged this to our customer service team for retraining and are updating our refund workflows to add clearer notifications.

🤝 Next Steps
Reply to this comment or contact email 👉support@totwoo.com(indicate "urgent complaint + Trustpilot" in the email title), and we’ll:

Fast-track the refund investigation
A discount for next order (our apology for the hassle)
Follow up within 24 hours with a resolution

We’re here to rebuild your trust. A dedicated 24-hour agent to fully follow up and resolve your refund issues

Thank you for giving us the chance to fix this. We’ll work tirelessly to ensure your next experience is flawless.

Warm regards,
Totwoo support team

Reply from Totwoo

Mar 10, 2025

Thank you for your likes! Providing customers with satisfactory service is our greatest wish, wish you all the best! Totwoo Team

Reply from Totwoo

Mar 10, 2025

Thank you for your likes! Providing customers with satisfactory service is our greatest wish, wish you all the best! Totwoo Team

Reply from Totwoo

Updated Mar 14, 2025

Dear customer:

We're deeply sorry for the unacceptable experience you've described. This is not the level of service we strive to provide, and we sincerely apologize for the frustration, miscommunication, and inconvenience you’ve faced.

Your feedback is critical, and we take full responsibility for falling short of your expectations. We’d like to make this right immediately. To resolve this urgently, please provide your order number or contact email 📧support@totwoo.com(indicate "urgent complaint + Trustpilot" in the email title).

We want to assure you that your return has been given the highest priority. A dedicated customer service representative has been assigned to handle your case and will be available to assist you 24/7.

Your patience and willingness to give us another chance to address this would mean a great deal to us.

Thank you for bringing this to our attention. We’re committed to fixing this situation and rebuilding your trust.

Sincerely,
Totwoo support team

Reply from Totwoo

Updated Mar 14, 2025

Dear Customer,

We’re truly devastated to read about your experience. Your account of the delayed refund, unresolved communication, and the need to escalate this through your credit card company is completely unacceptable. This does not reflect our commitment to customer care, and we offer our deepest apologies.

We want to inform you that our technical team is continuously working on optimizing the features of our product to enhance its performance. We are committed to providing the best possible experience for our customers.

In the near future, we will be releasing an improved version of the product with more advanced features and refinements. We believe these updates will address your concerns and further elevate the quality of our offering. We have recently also optimized our refund process. As a result, our customers will now receive refunds more quickly and efficiently than before.

We are committed to providing a seamless experience, and this update is part of our ongoing efforts to improve our services and better meet your needs.

While we’ve processed your refund via the dispute resolution, we want to personally acknowledge the frustration and time this has cost you. .

We understand your decision to warn others, and we respect your honesty. If you’re open to it, we’d welcome a direct conversation to learn how we can improve further. Please provide your order number or email 👉 support@totwoo.com so we can document your feedback formally and explore ways to compensate you for the undue stress caused.

Sincerely,
Totwoo support team

Reply from Totwoo

Updated Mar 14, 2025

Dear Customer,

We are deeply sorry that the bracelets failed to meet their promised functionality and that our support team did not provide the urgent assistance you deserved. Your experience with inconsistent pairing, unintended vibrations, and the delayed resolution is completely unacceptable — we own this fully and apologize without reservation.

To respect your request:

Please rest assured – even if we cannot resolve your case through initial troubleshooting, we will offer a full solution, such as a replacement bracelet, refund, or other services, based on your preference.

Kindly share your order number or contact our email at 📧support@totwoo.com and we will provide as follows:

1. Personalized assistance within 24 hours
2. Progress updates every 48 hours
3. A guaranteed resolution path if the issue persists beyond 72 hours

To address your feedback:
We will escalate your case to our engineering team to investigate the technical flaws you described (false triggers, connectivity issues).

We completely understand your decision and respect your choice to return the product. If you choose to proceed with the return, we want to ensure the process is as smooth and efficient as possible.

To assist you further, we have assigned a dedicated support representative to handle your case. Your return request will be given priority, and our team will work on it within 24 hours to ensure a prompt resolution.

Thank you for your understanding, and please feel free to reach out if you have any further questions or concerns.

Sincerely,
Totwoo customer service

Reply from Totwoo

Mar 13, 2025

Thank you for your fantastic review! We're delighted to hear that Totwoo impressed you with our super-fast shipping and easy setup. Your satisfaction is our top priority, and we're thrilled that you had a smooth and hassle-free experience. We appreciate your recommendation and look forward to serving you again in the future.

Totwoo customer service

Reply from Totwoo

Updated Mar 14, 2025

Dear customer,

We are appalled by the experience you’ve described – the inexcusable delivery delay, our team’s failure to communicate transparently, and the unresolved compensation request. This is not how we aim to serve our customers, and we humbly apologize for the profound frustration this has caused, especially given the importance of your gift.

To urgently resolve this:

Please provide your order and reach out our support email 👉 support@totwoo.com. We have assigned a dedicated customer agent to escalate your case to a priority level and investigate the matter. We will strive to give you a satisfactory response within 48 hours after investigation.

This may include reissue services for unrenewed logistics and compensation discounts for delayed receipt. We strive for your satisfaction and hope you can give us a chance.

Sincerely,
Totwoo support team

Reply from Totwoo

Updated Mar 14, 2025

Dear customer ,

We are heartbroken that our Valentine’s Day promise became a source of disappointment for you. The delayed shipment, lack of communication, and inaccessible support channels you described are completely unacceptable — we owe you not just an apology, but immediate action.

Here’s how we’ll fix this:

24/7 Direct Access to Our Team

I am your dedicated case agent. Please provide your order number or send email to 📧support@totwoo.com(indicate "urgent complaint + Trustpilot" in the email title). We want to assure you that we are fully committed to resolving your issue as quickly as possible. We guarantee that we will respond to your message within 24 hours and work towards resolving your case within 48 hours.

If your package has not been shipped yet, we will address the issue immediately and ensure that your order is processed and shipped as soon as possible. If the shipment has already been dispatched but there are no updates, we will contact the logistics company to resolve the matter. Should there be any further delays or issues, we will provide a replacement shipment or compensation as necessary to ensure your satisfaction.

Sincerely,
Totwoo support team