Just scam
They don’t want to refund the money
The product just didn’t work
Response from TotwooMay 11, 2024
Hello,
We're truly sorry to hear you're having trouble with your bracelet and understand your frustration. Please know we are not a scam—we’re here to help! To resolve this quickly, could you clarify which feature isn’t working? For example:
⚡ Charging issues: Does the bracelet turn on? Any light when you put on the charger?
📱 Connection problems: Bluetooth pairing failing with your phone?
🔄 Pairing errors: Not pair with your partner?
Many issues stem from simple setup steps (like enabling location/Bluetooth permissions or app notifications) that customers overlook. We’d love to guide you through these fixes step-by-step!
If it’s a quality issue, rest assured we honor our 1-year warranty. We’ll ship a replacement immediately at no cost—all we need is your order number to verify the purchase.
Here’s how we can help:
1️⃣ Reply with your order # and specific issue details.
2️⃣ Our team will send tailored troubleshooting based on your problem.
3️⃣ If unresolved, we’ll escalate to our engineers or process a free replacement.
We’ve helped thousands of customers resolve similar issues, and we’re confident we can fix yours too. Your trust means everything to us—let’s get this sorted!
Warm regards,
Totwoo support team
MW
Mandi W.
Worst product ever don't recommend it
They are not true to their word they sit there and tell you all it's a good product it's a good value it's good to the money but when you get it and try to set it up it either is hard to set it up complicated it doesn't work and then you try to send it back they try to get you to pay them to send it back to you when it's unnecessary and it's unfair so they are untrue to their word they are unfaithful and they lie so I wouldn't recommend these bracelets to no one cuz me and my husband got them for a Christmas gift and they didn't even work a day and I set them up they were connected everything else there'd be times that he would push on his and it wouldn't work every time that I push on mine it didn't work so they are not true they were they are bad product and they're crappy bracelets
Response from TotwooJun 11, 2024
Hello,
First and foremost, we sincerely apologize for the frustration and disappointment you’ve experienced with our product. 🙏 Your feedback is deeply concerning, and we take full responsibility for the poor experience you’ve had. Hearing that our bracelets failed to meet your expectations—especially as a Christmas gift—is incredibly disheartening. You deserve better, and we’re committed to making this right.
🔍 Understanding the Issue
We understand your concerns about the setup process and functionality. While our team has worked hard to simplify onboarding, technology products often require specific permissions (e.g., Bluetooth, location services) to function properly. These permissions are essential for stable connections, but we recognize that explaining this upfront could have been clearer. We’re already reviewing our guides to ensure future users avoid confusion.
🛠️ How We’ll Resolve This
Technical Support: Our team is ready to provide step-by-step troubleshooting tailored to your device. If your bracelets aren’t responding consistently, we’ll guide you. This may take a little time, but we’ll stay with you until it’s resolved.
Replacement or Refund:
If we confirm a product defect, we’ll ship a replacement bracelet immediately and cover all shipping costs.
If you prefer to return due to set-up challenges (even if the product works), we’ll process a refund—but we kindly ask you to cover return shipping.
💸 Clarifying Return Policies
We apologize if our return process felt unfair. Our policy is:
Defective products: Full refund/return + covered shipping.
User preference returns: Refund minus shipping costs.
We never intend to “trap” customers, and we’re updating our FAQ to make this clearer.
🤝 We Need Your Partnership
To resolve this efficiently, we’ll need your help testing solutions.
Please reply to this email or contact us directly at [email protected]. We’ll prioritize your case and ensure you leave satisfied.
🌟 Our Promise to You
We’re truly sorry this happened. Your experience has already sparked changes:
Simpler setup guides.
Clearer return policies on our website.
Thank you for giving us the chance to improve. We hope to rebuild your trust, one step at a time. 💖
Warm regards,
Totwoo support team
DJ
Dr J.
Do not buy
The app is patchy even when up to date. The bracelets pairing is random. Customer service does not provide information to return the product. Save your money.
Response from TotwooJun 11, 2024
Hello,
Thank you for sharing your feedback—we sincerely apologize for the inconvenience you’ve experienced with pairing stability and our services. Your input helps us improve, and we’re committed to resolving this promptly. Below, we’ve outlined clear steps to troubleshoot connectivity issues and detailed our return process for your convenience.
🔍 Troubleshooting Pairing/Connection Issues
For optimal performance, please ensure the following:
Proximity & Environment
Keep your app and bracelet within 3 meters (10 feet) of each other. Avoid walls or electronic interference.
App & Device Permissions
Location Services: Must be always enabled (even when the app isn’t in use).
Background App Refresh: Enable this for the TOTWOO app in your phone settings.
Notifications: Turn on all TOTWOO notifications (Settings → Notifications).
Connectivity Checks
Ensure Bluetooth and internet (Wi-Fi/mobile data) are stable.
Force-close and reopen the app if connections drop.
In-App Guide
Visit the “Me” tab → “How to Stay Connected” for visual setup instructions.
💡 Still stuck? Contact us at [[email protected]] with your device model and app version—we’ll troubleshoot live!
📦 Return Process Simplified
If you wish to return, follow these steps:
Review Policy: Visit our Return Policy for eligibility https://totwoo.com/policies/refund-policy
Submit Request: Email [[email protected]] with your order number.
Approval & Shipping: We’ll email return instructions.
🌟 Our Commitment to You
We value your trust and regret the frustration caused. Our team is upgrading app stability and will personally assist you until this is resolved. Thank you for giving us the chance to make it right.
Warm regards,
Totwoo support team
KF
Kirsty F.
DO NOT ORDER ANYTHING FROM THIS…
DO NOT ORDER ANYTHING FROM THIS FRAUDULENT COMPANY.
Immediately after placing two orders for a total of 3 items, I read multiple bad reviews on Facebook and Amazon and realised I’d made a mistake. Within 1 hour of ordering I sent an email to the customer service team as per their cancellation policy (it actually states you have 24 hours to do this).
Two days later a customer service agent acknowledged my cancellation request and said they would process my refunds.
24 hours later they sent me a dispatch email!
I have spent the last 3 weeks sending numerous emails to their completely useless customer service team. After 2 weeks I managed to get a partial refund, but they insisted the third item had been dispatched and they would only refund me for this item once I sent it back.
Upon receipt of the cancelled, unwanted item it became clear that despite it being dispatched entirely at their error they expected me to pay to send it back! I suggested they sent me a printable prepaid postage label or QR code or refunded an amount to cover the cost. They refused to do this, still insisted I returned it and offered me ‘a gift and 2 rings’ to compensate me for the freight costs!!!!!
In sheer desperation I have paid out over £7 to ship the unwanted parcel to an address in The Netherlands which they forwarded to me. I have requested they refund this sum to me in addition to the $48 they owe me for the item I cancelled less than one hour after ordering.
I also suspect any positive reviews on here are fake.
DO NOT ORDER ANYTHING FROM THIS FRAUDULENT COMPANY.
Edited to add - 2 YEARS later the company have responded to my review suggesting I send them details of my order! I paid out £7 to return an item I cancelled, never had this refunded or the $48 they already owed me. I could spend further time and energy searching my emails for the original order but believe this would be completely pointless as they will only ignore along with all my previous correspondence.
Response from TotwooJun 11, 2024
Dear customer, we are very sorry that you encountered an unpleasant shopping process. We attach great importance to your feedback and will handle and investigate it as soon as possible. please send your order number and order screenshot picture to [email protected], our special customer service team will immediately follow up the processing. We are committed to continuously optimizing our service processes to ensure that similar issues do not occur again. Thank you for your feedback and we look forward to earning your trust again.
