Jessica S.
Things to know before buying
Edited to add: since writing this review, the company has been extremely responsive and made things right. I have my money back and their deepest apologies. After this, I would do business with them again. Things to know before buying from Totwoo: You cannot have more than ONE paired jewelry set. You can't have one with a partner and one with a friend. You are limited to one paired set. THEIR RETURN PROCESS IS HORRENDOUS!! I paid to ship my products back to them and they received them on 04/03/2025. It is 04/22/2025 and I STILL DON'T HAVE MY MONEY BACK! They said it would take two weeks and we're at three weeks now. They have no response to this except for, be patient. If you are an iPhone user - these products do not work as well on the iPhone operating system. You must keep the app open at all times, and the app always shows a notification that doesn't go away no matter what you do. It does function with iPhones, just not as well.
Response from TotwooApr 23, 2025
Dear customer, Thank you for taking the time to share your concerns regarding your experience with Totwoo. We deeply regret the frustration you’ve encountered and want to address each of your points with transparency and accountability😔. Your feedback is invaluable as we strive to improve our products and services. 1. Paired Jewelry Set Limitation We understand your disappointment about the limitation of pairing only one jewelry set at a time. Our current technology is designed to foster meaningful connections by focusing on a single, intentional bond—whether romantic, platonic, or familial. However, we acknowledge that this design choice may not align with all customers’ preferences, and your perspective has been shared with our product team. While we cannot immediately guarantee changes to this feature, rest assured that customer feedback like yours directly influences our future roadmap. We’re exploring ways to enhance flexibility without compromising the core purpose of our technology. 2. Return Process Delays We sincerely apologize for the delay in processing your refund. Your frustration is entirely justified, and we’re treating this as a priority. Your case has clearly not met our service standards. A member of our customer care agent will personally investigate this matter and ensure your refund is expedited. Kindly provide your order number or send email to 📧[email protected](indicate "urgent complaint + Trustpilot" in the email title) Please expect an email within 24 hours with a detailed update. We’re also auditing our returns workflow to prevent similar delays, including clearer communication channels for tracking refunds. 3. iPhone Compatibility Issue Background App Activity The app requires background activity to maintain a stable connection with your Totwoo jewelry. While we understand this may be inconvenient, our engineering team is actively optimizing the firmware to reduce battery consumption. Persistent Notification The notification you’re encountering usually indicates a temporary synchronization issue. To help us diagnose and resolve this, could you kindly provide: Screenshots of the notification and app interface. A short video demonstrating the behavior (e.g., force-closing/reopening the app). Our Commitment to You Your trust means everything to us, and we’re disappointed we fell short of your expectations. To begin rectifying this: We understand that rebuilding trust takes time, but we hope you’ll see actionable change from Totwoo in the coming weeks. For urgent assistance, —your case will be flagged for priority attention. Thank you again for your candor. We’re committed to earning back your confidence and delivering on our mission to create meaningful, connected experiences. Warm regards, Totwoo support team❤️