Sometimes it usually disconnects after working normally even being near the mobile. Additionally, it would be great to be able to customize the messages you want to send
Response from TotwooMar 31, 2025
Hello,
Thank you for sharing these critical insights—we’re deeply sorry for the frustration caused by unexpected disconnections.
👥 To ensure personalized follow-up：A senior customer care agent will be assigned to your case. Please provide your order number or email your order number to [email protected] with “Urgent Complaint + Trustpilot” in the subject line.
🔧 For stability: Our engineers will investigate logs to identify why disconnections occur even when nearby. We’ll prioritize a fix.
💌 For customization: We’re thrilled to share that our app now supports custom message creation! To start crafting your unique messages, please contact us. Our team is here to guide you through the process.
Your voice shapes our improvements—thank you for trusting us to get this right.
Sincerely,
Totwoo support team
AC
Arch C.
The best gift for my autistic brother."…
The best gift for my autistic brother." He doesn’t like phone calls, but with this, we can say ‘I love you’ in a way that feels safe for him.
Response from TotwooMar 31, 2025
Your review touched our hearts deeply🌈. To know that our product has become a bridge for love in your family—especially for your brother—is exactly why we create. For individuals who experience the world differently, finding a way to connect safely can be life-changing.
We designed this with neurodiversity in mind, aiming to offer a sensory-friendly way to share affection without pressure. Your story reminds us of the power of small, thoughtful tools to create big moments of understanding and comfort.
Please know how grateful we are that you chose us to be part of your journey. Wishing your brother (and you!) continued peace, joy, and connection in every interaction.
If there’s ever more we can do to support, don’t hesitate to reach out.
With deepest appreciation,
Totwoo support team
DW
Dieter W.
Meine Großeltern können nicht gut mit…
Meine Großeltern können nicht gut mit Technik umgehen, aber dieses Armband verbindet uns trotzdem.
Response from TotwooMar 31, 2025
Your words are a testament to the power of simple, meaningful design. We’re so touched to hear how the bracelet has become a language of love for your grandparents—a reminder that connection doesn’t need complicated setups.
At totwoo, we strive to create tools that honor every generation’s unique way of relating. For those who find technology daunting, this bracelet is more than an accessory; it’s a promise: “I’m here, even when screens feel foreign.”
Thank you for choosing us to be part of your family’s legacy of love. May every heartbeat it tracks remind them (and you) of bonds that time can’t fade.
With gratitude,
Totwoo support team🌍❤️🔗
CH
Christy
Disappointed
I received this product and was very excited to give it to my wife! We tried to pair the bracelets and we couldn’t get them to connect. I tried reaching out to customer service and there was no response. I’m hoping the company sees this review and can help.
Response from TotwooMar 31, 2025
Hi，
We deeply apologize for the ongoing frustration you’ve experienced with your Totwoo bracelets. Your experience falls far short of the seamless connection we promise, and we take full responsibility for the delays in resolving this.
To address this immediately:
1️⃣ Dedicated Support: We have escalated your case and assigned a dedicated agent to follow up with you until the issue is resolved. Kindly provide your order number or email 👉 [email protected](indicate "urgent complaint + Trustpilot" in the email title so we can prioritize your case.
2️⃣ Technical Dive: Our technical team will personally follow this case to diagnose the connectivity issue and implement a permanent fix.
3️⃣ Alternative Options: If it is confirmed that there is a product issue, we can arrange for a reissue, or if you prefer to exchange or return the product, we fully respect your choice.
4️⃣ Process Improvement: We’re also reviewing our troubleshoot process to eliminate unnecessary steps for future customers. To further streamline support, we’ve launched a real-time response system and simplified escalation protocols—ensuring your concerns reach the right team instantly.
Thank you for your patience as we work to restore your faith in Totwoo. We’re here to make this right.
Sincerely,
Totwoo support team📡✨
BR
Brenna
A Lifeline In A Hectic World
I met Logan through Hinge when I was just about to give up on dating apps altogether. We had a first date and instantly connected. Life is always a scale balancing the good with the bad, and so that’s when— due to circumstances out of his control— Logan had to move four hours away. I was crushed, but then I realized that I wanted to keep him in my life and see how long distance faired between us. With Totwoo, I feel connected to him no matter how far about we are. When we’re having busy days and can’t text, there’s a signal for that. When we’re talking through text or on a phone call and just want to send a vibration so we feel as close as possible— there’s a signal for that. These bracelets are more than just jewelry; they’re a lifeline in a relationship that I want to survive the distance.
Response from TotwooMar 31, 2025
Your story is a beautiful testament to love’s resilience—and to the power of small, meaningful tools to keep that flame alive. We’re so glad Totwoo has become more than jewelry for you and Logan; it’s a heartbeat across miles, a promise that “I’m here” even when life pulls you apart.
We designed these bracelets to bridge gaps, to turn “I miss you” into a gentle pulse, a silent “I’m thinking of you.” In a world where distance can feel like a wall, your trust in us to be a thread of warmth means everything.
Wishing you both the strength to navigate this journey, and the joy of reuniting even stronger. Thank you for choosing Totwoo to be part of your love story💞.
With gratitude and hope,
Totwoo support team
DE
Dean
Poorly Designed Products and Awful Customer Service
I purchased Totwoo products hoping they would be suitable for my handicapped wife and me, but the experience was a complete failure. The original metal bracelets were much too loose and impossible to adjust, especially for individuals with dexterity challenges. As a workaround, I tried purchasing their silicone wristbands, only to discover that they were incompatible with the bracelets. To make matters worse, I was informed that cutting the silicone bands to make them fit would void the warranty—leaving me with no viable solution.
I emailed Totwoo to request a return and refund, explaining my situation in detail. However, their customer service completely ignored my message. After waiting patiently for a response, I had no choice but to throw everything in the trash.
Totwoo’s products are poorly designed for anyone with accessibility needs, and their customer service is nonexistent. If you’re considering this brand, I strongly urge you to look elsewhere. This experience was frustrating, disappointing, and an absolute waste of money.
Response from TotwooMar 31, 2025
Dear Dean,
Thank you for sharing your experience—we are deeply sorry to hear about the challenges you and your wife faced with our products😔. Your feedback is invaluable, and we take full responsibility for falling short of your expectations. Below is our response to your concerns, along with steps we’re taking to improve:
Customer Service Failure
Your email being overlooked is inexcusable. We’re overhauling our support system to ensure timely, empathetic responses.
Your Case: A senior agent will personally reach out within 24 hours to process this issue. Kindly provide your order number or send email to👉 📧[email protected](indicate "urgent complaint + Trustpilot" in the email title)
Free exchange Program: If the design your purchased don’t fully meet your needs, we’ll exchange your product with any alternative from our catalog at no cost. Our team will work with you to identify the best fit.
Return Process:
We recognize the importance of a smooth return experience. We will immediately review and simplify our return process to ensure that it is clear, efficient, and user-friendly. We will provide clear instructions and a dedicated return portal to facilitate your return.
Your voice has sparked critical conversations internally—we’re committed to earning back your trust🔧❤️.
Sincerely,
Totwoo support team
MG
Monica G.
I bought two beautiful bracelets had…
I bought two beautiful bracelets had trouble w both clasp s was returned for exchange and credit my cc card for the remainder couldn’t be happier my totowoo bracelets my daughter has a very stressfull job I keep in touch w her all day just let her know I’m thinking of her love her and she does the same absolutely love our bracelets definitely recommend these bracelets if you live one state to another fl to Ny sooosnaxing works no problem easy to charge thank you totowoo
Response from TotwooMar 31, 2025
Thank you for sharing your journey with us—the honest feedback and the heartwarming outcome. We’re sorry your initial experience with the clasps was frustrating, but so grateful you gave us another chance. Your trust in our customer care team and the Totwoo mission means the world.
We designed these bracelets to be more than accessories; they’re a silent language for love, a way to say “I’m here” across states, time zones, or busy days. Hearing that you and your daughter use them to bridge the FL-NY gap, to send pulses of support through stress or silence, is exactly why we do what we do.
Thank you for your patience during the exchange and for recommending us to others. May your bracelets keep carrying your bond, no matter the distance🌍❤️🔗.
With heartfelt gratitude,
Totwoo support team
LI
Lizzy
They are glitchy but nice
My boyfriend and I are technically long distance even tho we live 20 minutes away from each other atm because of our jobs and they have been glitching despite the Bluetooth and WiFi being perfectly basically since day 1 we have never been able to completely get them to work so we use them on a rare occasion now and we are so close and missed each other so much all the time that we were planning on using them constantly
Response from TotwooMar 31, 2025
Hello,
First, we’re deeply sorry your experience hasn’t matched your hopes—or ours. Technical hiccups are the last thing we want when you’re already navigating a tough situation. You’ve shared critical feedback, and we’re committed to making this right.
🔧 Technical Resurrection Plan:
Our elite tech team will audit your account logs, pinpoint connection gaps, and deploy targeted fixes.
We’ll prioritize a permanent solution—no more “glitching” when your moments matter most.
💎 VIP Upgrade & Personal Support:
Your account will be upgraded to VIP status, granting you priority access to our fastest resolution channels.
A dedicated 24/7 customer service rep will contact you shortly to guide troubleshooting and ensure seamless usage.
⏳ Next Steps:
Kindly provide your order number or send email to 👉[email protected] with “Urgent Complaint + Trustpilot” in the subject line. This flags your case for immediate attention.
Again, thank you for your patience. We’re here to turn this frustration into a testament to our dedication.
Sincerely,
Totwoo support team
