TotwooReviews of totwoo.com

Response from TotwooApr 2, 2024

Hello, I was deeply disappointed to read about the issues you encountered with the delivery of your order to Germany. I understand how frustrating it must have been to track your package, only to find out it was marked as delivered without you receiving it🚚💔. Here's a breakdown of our response and next steps: Delivery Process: I apologize for the confusion caused by the delivery process. It's concerning to hear that Hermes didn't knock on your door and marked the package as delivered in a "safe location" that wasn't specified. This is not the service we expect for our customers. Dedicated Support: To ensure a swift resolution, a dedicated customer support representative will be assigned to your case and will reach out to you within 24 hours. They will handle all communications with Hermes and keep you informed until the issue is fully resolved. Please reply “order numder” here, or 📧[email protected](indicate "urgent complaint + Trustpilot" in the email title). Compensation and Resolution: As a token of our apology and to make up for the inconvenience caused, we would like to offer you a choice. If you prefer, we will expedite a replacement package to you at no additional cost. Preventing Future Issues: We are also reviewing our delivery processes to prevent similar issues from happening again in the future. Your feedback is invaluable in helping us improve our services. Again, I apologize for the inconvenience caused and appreciate your patience as we work to resolve this matter. Thank you for giving us the opportunity to make things right. Warmest regards, Totwoo support team

Response from TotwooApr 2, 2024

Dear customer, I was deeply saddened to read your recent review expressing dissatisfaction with our customer service. I want to sincerely apologize for the experience you had and address your concerns point by point: Lack of Response to Emails: I understand your frustration at not receiving a response to your emails regarding the return of your bracelets💔. This is not the standard of service we strive for, and I apologize for any inconvenience this caused. We are currently reviewing our email handling processes to ensure timely and effective communication with all customers. Phone Number Issue: I am also aware of the issue with our listed phone number, where elevator music plays and the call ends abruptly. This is unacceptable, and I apologize for any confusion or frustration this may have caused. We are working to resolve this technical issue immediately and ensure that our phone lines are operational and staffed by knowledgeable representatives📞👩‍💼. VIP Account Upgrade and Dedicated Support: To make up for the inconvenience you have experienced, we would like to upgrade your account to VIP status. As a VIP customer, you will be assigned a senior customer service representative who will personally follow up on your issue and ensure it is resolved to your satisfaction. please provide us with your order number or email us at 📧[email protected] with the subject line "Urgent Complaint + Trustpilot"💪. 24-Hour Review and Processing of Your Return: We understand the importance of a timely resolution for your return. Therefore, we commit to reviewing and processing your return request within 24 hours of receiving it. Our team will prioritize your case to ensure a quick and hassle-free return process🕒. Commitment to Improvement: Please know that we take your feedback seriously. We are committed to improving our customer service and ensuring that all customers receive the support they need. We will be implementing new procedures to streamline our return process and enhance communication with our customers📈. Thank you for bringing these issues to our attention. We value your feedback and are committed to making things right. Sincerely, Totwoo support team

Response from TotwooApr 2, 2024

Dear Louisa Porcas, We’re deeply sorry to hear about your frustrating experience. Your feedback is critical, and we’re taking immediate steps to address every issue you’ve highlighted. Here’s how we’re improving: 📦 Logistics & Delays We’re auditing our shipping partners to identify bottlenecks and will prioritize faster, trackable delivery options. ⚠️ Product Quality & Connectivity Our tech team has identified a firmware bug causing disconnections. An update have already roll out to stabilize Bluetooth connectivity. All future products will undergo stricter pre-shipment testing. 💬 Customer Service Failures Your case exposed gaps in our training. All agents now receive mandatory empathy & problem-solving refresher courses. 💸 Refund Delays Enhancements added: Clarified 24-hour return processing and automated refunds to emphasize speed. Specified 3–5 days for refund delivery and a dashboard tracker for transparency. Reinforced commitment to "1-interaction resolutions" with the VIP team. Your Case: We’ve issued a full refund and give a discount for your next order to your account for the inconvenience. For further assistance, contact our new VIP Resolution Team directly at here, please leave us your order number. We’re grateful you gave us a second chance to make this right. Your feedback is reshaping totwoo, and we hope to regain your trust in the future. Sincerely, Totwoo support team

Response from TotwooApr 9, 2024

Dear Len Atfield-Cutts , Thank you for sharing your honest feedback—we take all criticism seriously as it helps us improve. We’re truly sorry your experience didn’t meet expectations, and we’d like to address your concerns transparently: 1. Product Value & Pricing We acknowledge the price point may feel steep, and we regret not communicating the product’s value clearly. While the bracelets are compact, they integrate: Premium materials: Durable, hypoallergenic silicone and secure clasps. Proprietary tech: Exclusive patterns, vibration and flash rhythms, and sync capabilities. Ongoing R&D: Continuous software updates to enhance functionality. We understand simplicity is key, but our goal was to create a reusable, tech-driven alternative to disposable greeting cards or generic gifts. The Bluetooth/app requirement enables features like remote interaction, real-time sentiment sharing, and personalized settings 2. Simplicity vs. Functionality The bracelet’s purpose is to offer a tactile, discreet way to share emotions in moments where a phone notification might feel impersonal (e.g., a silent “thinking of you” across a room). The LED colors and vibrations are designed to spark conversation or private meaning—a balance of tech and imagination. 3. Improving Your Experience Tutorial refresh: We’re updating our app’s onboarding guide to highlight hidden features. 4. Our Commitment We’re not satisfied unless you are. While we can’t refund the full amount at this time, reply to this comment by your order number, and we’ll prioritize a resolution that feels fair to you. Your feedback is shared with our product team. Again, we apologize for falling short. We’re here to listen and improve—please contact us directly at [email to👉 📧[email protected]] with further thoughts. Sincerely, Totwoo support team

Response from TotwooApr 2, 2024

Dear customer, Firstly, we sincerely apologize for the inconvenience and frustration you've experienced with your bracelet 😔. We understand your disappointment, especially given the significant investment you made in this product, and we take full responsibility for the issues you've encountered . Human Customer Service Follow-Up 👥: We understand the importance of resolving your concerns promptly and effectively . Therefore, we will assign a dedicated human customer service representative to follow up on your case . This representative will ensure that your issue is addressed within 24 hours and keep you updated on the progress until it is fully resolved .Kindly provide your order number or send email to👉 [email protected](indicate "urgent complaint + Trustpilot" in the email title) 💬 Apology and Compensation 🎁: We truly regret that our initial response as an apology did not meet your expectations . We understand that this gesture was insufficient, especially considering the cost of the bracelet . We should have communicated more effectively and offered a more appropriate solution. Lack of Response ⏰: We are deeply sorry for the delay in responding to your follow-up emails 📧. This was completely unacceptable and does not reflect our commitment to customer service 🙅‍♂️. We have reviewed our internal processes to prevent such lapses in communication in the future . Resolution Plan 📝: To make amends, please rest assured that if there are any problems with the bracelet, we will provide a free replacement, . Alternatively, if you prefer, we can arrange for a replacement bracelet that has been thoroughly tested to ensure it functions perfectly . Future Commitment 💪: We assure you that we are taking this matter very seriously and are implementing measures to improve our quality control and customer service . Your feedback is invaluable to us , and we are committed to doing better in the future . Once again, we apologize for the inconvenience caused 🙇‍♀️ and hope that you will accept our sincere apologies and the proposed resolution 🙏. Thank you for bringing this to our attention 👀, and we look forward to the opportunity to regain your trust 🤝. Best Regards, Totwoo support team

Response from TotwooApr 10, 2024

Hello, We deeply apologize for the inconvenience and frustration caused by the delayed delivery of your daughter's Christmas bracelet. 🎄 We understand how important this gift was to you and regret that we did not meet your expectations. 😔 Upon reviewing your feedback, we acknowledge that our previous responses were inadequate and did not address your concerns properly. We take full responsibility for the situation and want to assure you that we are taking corrective actions to prevent such issues in the future. Here's what we are doing to make things right: Sincere Apologies: We offer our heartfelt apologies for the delay and the inconvenience it caused. Your satisfaction is our priority, and we are committed to resolving this matter to your satisfaction. 💝 Investigating the Delay: We are thoroughly investigating the reasons behind the delivery delay. It appears there was a breakdown in our shipping process, and we are working with our logistics partners to ensure this does not happen again. Expedited Refund: We understand that you requested a refund, and we are processing it immediately. You should receive the refund within the next few business days. Please accept this as a gesture of our commitment to making things right. 💸 Dedicated Agent: We are assigning a dedicated agent to follow up on your order 24/7 to ensure that any further issues are resolved promptly. 🛎️ Kindly provide your order number or send email to 📧[email protected](indicate "urgent complaint + Trustpilot" in the email title) 💬 Future Improvements: To prevent similar situations, we are reviewing and enhancing our order fulfillment and communication processes. This includes implementing better tracking systems and providing more personalized customer support. 📈 Compensation: As a gesture of goodwill, we would like to offer you a discount code for your next purchase with us. We hope this can make up for the inconvenience caused. 🎁 Please accept our sincere apologies once again. We value your feedback and are committed to providing a better experience in the future. Thank you for giving us the opportunity to improve. Best regards, Totwoo support team

Response from TotwooApr 10, 2024

Dear customer, First off, we truly apologize for the frustration this situation has caused 😔. We completely understand how disappointing it must feel to not receive your order, especially after seeing it marked as "delivered." Let's work through this step by step—we’re committed to finding a solution! 📝 Here’s what we know & what we’ll do: Delivery Proof 📦 While our records show the item was delivered to the address provided, we’re not here to argue—we’re here to help! Sometimes carriers make mistakes, or packages get misplaced. We believe you, and we’re sorry this happened. Your Options 🌟 Option 1: Reshipment We’ll gladly resend your order at no extra cost to you. Just let us know, and we’ll prioritize it! 🚀 Option 2: Full Refund If you’d prefer, we can process a 100% refund immediately if you provide proof of non-receipt from the carrier. VIP Support Upgrade 💎 As a valued customer, we’ve upgraded your case to VIP priority! A dedicated customer service agent is now assigned to your case and will provide 24/7 support until this is fully resolved. Expect a personal follow-up within the 24 hours. Kindly provide your order number or send email to👉 📧[email protected](indicate "urgent complaint + Trustpilot" in the email title) 💬 🙏 We Value You Your trust means everything to us. Please reply with your preference, and we’ll act fast. Thank you for giving us the chance to fix this. We’re here to stay, and we hope to regain your confidence! Warmly, Totwoo support team

Response from TotwooApr 18, 2024

Dear customer, We’re absolutely heartbroken to hear about your experience 😢. Please accept our sincerest apologies—this is not the standard we hold ourselves to, especially when it comes to holiday gifts. Let’s resolve this together, and we’ll ensure you’re fully satisfied. 📝 Here’s what we’ll do immediately: Replacement and exchange Option 🌟 If you’d prefer a brand-new replacement instead of a refund, we’ll ship it to you immediately, free of charge. Just let us know! Full Refund, No Questions Asked 💸 We’re processing a 100% refund right away if you have already returned the package. If we confirmed the problem about the product, we will undertake the shipping fee of return. Personal Follow-Up 📞 Our customer care lead will contact you directly via email within 24 hours to ensure everything is resolved to your satisfaction. Kindly provide your order number or send email to👉 [email protected](indicate "urgent complaint + Trustpilot" in the email title) 💬 Quality Assurance Overhaul 🔍 We’re investigating how this defective item slipped through our checks. We’re tightening inspections and adding an extra layer of quality control for all orders. 🙏 We’re Committed to You Your feedback is invaluable, and we’re taking immediate action to prevent this from happening again. We’d love the chance to rebuild your trust—please let us know how we can make this right beyond the refund or replacement. We’re here to listen, and we’ll work tirelessly to ensure your experience is nothing short of exceptional. Warmly, Totwoo support team 💛