My niece purchased these for us and hers never stays connected and it doesn’t hardly work and the band broke a week after she got it. We were very excited to get these as her and I are very close but I must say we’re very dissatisfied quality of the product for the price that we paid and there’s no support person that we can talk to about troubleshooting for hers so we’re just out the money that makes no sense
Response from TotwooMar 10, 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 📧[email protected]. 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
DC
David C.
For Non-binary people
As a non binary person, when a glitch causes the app to misgender me repeatedly before switching back to my preferred gender, totwoo has been pretty upsetting to try to us :(
Also like... I can't just be allowed to be androgenous? There are only men and women to these developers I guess.
[Edit: I got a response from the company and will update this review when I see improvement.]
Response from TotwooApr 2, 2024
Dear David Conlon,
Thank you for taking the time to share your feedback with us. We deeply regret the upsetting experience you've had with our app, Totwoo, especially regarding the misgendering issue and the lack of inclusive gender options. We understand how important it is for everyone to be recognized and respected according to their preferred gender identity.
Here are the key points we've taken from your review and our response:
Glitch and Misgendering: We are truly sorry for the technical glitch that caused the app to misgender you. Our technical team is already investigating this issue to ensure it doesn't happen again. We will prioritize fixing this bug and implementing more robust gender recognition features.🛠️
Gender Inclusivity: We acknowledge that our current gender options are not inclusive enough. We recognize that gender identity is diverse and goes beyond the binary categories of men and women. We are committed to adding more gender options to our app to better accommodate non-binary individuals like yourself. 🌈
Dedicated Follow-up: To ensure your concerns are addressed promptly and thoroughly, we have assigned a dedicated customer service representative to handle your case. This representative will reach out to you within 24 hours to follow up on your issue 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) 💬
Future Improvements: We appreciate your patience and understanding as we work on these improvements. We will keep you updated on our progress and let you know as soon as the changes are implemented.📈
Please know that your feedback is invaluable to us, and we are committed to making Totwoo a more inclusive and welcoming space for all users. We want to assure you that we are taking your concerns seriously and will do everything we can to make things right. Thank you for giving us the opportunity to improve.
Sincerely,
Totwoo support team
SM
Spenglerihre M.
Ich habe die Armbänder zum Valentinstag…
Ich habe die Armbänder zum Valentinstag 2024 gekauft, fand die Idee sehr süß. Anfangs ging auch alles super! Jetzt nach ein paar Wochen, ist ständig die Verbindung unterbrochen, ständig muss man die App wieder öffnen, Bluetooth ausstellen und wieder anstellen, damit die Verbindung neu hergestellt werden kann! Die App darf auch nicht geschlossen werden! Das Handy und das Armband dürfen nicht getrennt in anderen Räumen liegen, da hat man garkeine Verbindung, selbst manchmal ist auch die Verbindung unterbrochen, wenn Armband und Handy zusammen in einem Raum sind, also es ist sehr schwierig, egal wie die Verbindung zwischen Handy und Armband zuhalten! Wenn alles gut läuft, ist es eine wirklich süße Idee und ich freue mich immer, wenn meine Frau an mich denkt und mein Armband vibriert. Diese Armbänder sind technisch gesehen, leider noch nicht aus gereift, durch die ständige Bluetooth Verbindung, zieht es auch Akku vom Handy! Ich finde auch der Preis für diese Armbänder, jetzt im Nachhinein, nicht gerechtfertigt und unverschämt Teuer, wenn man bedenkt wie oft es nicht funktioniert und was man für Aktionen starten muss um es wieder zum laufen zubringen! Leider weiß man jetzt und wie man schon oft gelesen hat, wie der Kundendienst so agiert, wenn man die Armbänder zurück senden möchte, wegen ebend dieser Probleme, es wird also schwierig da erfolg zuhaben!
Response from TotwooApr 2, 2024
Dear Spenglerihre MG,
Thank you for taking the time to share your feedback regarding our Valentine's Day 2024 bracelets. We appreciate your honesty and understand your frustration with the issues you've experienced🙏. Here's our detailed response to your concerns:
Connectivity Problems:
We sincerely apologize for the inconvenience caused by the initial connectivity issues with the bracelets. We're pleased to inform you that our technical team has already released a new version that significantly optimizes the connection problems. As long as your permissions remain enabled, the connection between the bracelets should now be relatively stable. We believe this update will greatly improve your experience.
Battery Consumption:
We understand that battery drain was a concern, especially with the constant Bluetooth connection. We're happy to report that we've updated both the firmware and the app version to address this issue.
The new versions are designed to consume no more battery than any other application on your phone. We believe this should alleviate the battery consumption concerns you've raised.
App and Device Separation:
We're continuously investigating and improving this aspect to ensure a seamless connection regardless of the distance. In the meantime, we recommend ensuring that there are no significant obstructions between the devices to maintain a stable connection.
Customer Service Concerns:
We're sorry to hear about your negative experience with our customer service. We're committed to improving our response times and ensuring that all customers receive prompt and helpful assistance.
To address your specific issues more effectively, we have assigned a dedicated customer service representative to follow up on your case 24 hours a day until your problem is resolved to your satisfaction. This representative will be your direct point of contact and will work tirelessly to ensure that your concerns are addressed promptly and effectively. Kindly provide your order number or send email to👉 📧[email protected](indicate "urgent complaint + Trustpilot" in the email title) 💬
We are here to help and are committed to making sure that your experience with our product is a positive one. Thank you for your patience and understanding. We're glad to have been able to address some of your concerns with the recent updates, and we look forward to providing you with the best possible service moving forward.
Best Regards,
Totwoo support team
