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
AS
AshleyAndJason
Save your money
This bracelet for how expensive is sucks. Please don’t give this company money. My boyfriend’s bracelet literally just doesn’t work at times and the lighting only lights half of the bracelet. They said that it doesn’t affect operation so it doesn’t matter. We paid so much money just for it to not work. On top of that they don’t stay tight and becomes lose so everyday wear is not an option. We were promise 3-5 Business days but my boyfriends came 8 business days later but we didn’t think much of it. Overall, the bracelet is cheaply made, customer service sucks, and more often than not it won’t be on time. I would save your money.
Response from TotwooMar 10, 2025
Dear customer,
Sorry for the inconvience that occured. Your review pains us deeply – failing you on product quality, customer care, and shipping is inexcusable. We recognize that trust isn’t just broken, but shattered. As people who also believe in meaningful gifts, we’re launching a full solution plan:
Dedicated Customer Representative: We have assigned a dedicated customer representative to assist you throughout this process. They will ensure that your concerns are addressed promptly and effectively.
Technical Team Investigation: Our technical team will thoroughly investigate the defect with your bracelet to understand the root cause of the issue. This process may take some time, but we assure you we are working to resolve it.
Replacement Proposal: Once the issue is verified, we will provide you with a suitable solution, which may include a replacement of the bracelet.
Improved Delivery Times: We are also working to improve our delivery times to prevent any future delays.
Please provide your order number or email 👉[email protected] . Our team lead will contact you within 24 hours with resolution options.
We don’t ask for forgiveness, only a chance to prove this was an aberration, not our standard.
Best regards,
Totwoo support team
D
הילה י.
I got scammed
I got scammed, they took 1k€ from me, didn't let me cancel my order, and never sent anything!
Response from TotwooMar 10, 2025
Dear customer:
Hello! We attach great importance to your feedback and deeply apologize for your unpleasant experience. To ensure that your rights are handled in a timely manner, please be sure to contact us in one of the following ways:
1. Please provide the order number, we will start the 24-hour expedited processing channel.
2. Official email: 📧[email protected](indicate "urgent complaint + Trustpilot" in the email title)
Special Tips:
▸ We will never prevent customers from canceling orders in any way. Please be wary of third-party counterfeit accounts.
▸ If you have traded through non-official channels, it is recommended that you contact the bank immediately to freeze the transaction.
We promise to investigate this matter thoroughly and give you a clear answer within [24hours] regardless of the outcome. Thank you for helping us improve our service, and we look forward to hearing from you!
Best Regards,
Totwoo support team
NR
NAZANIN R.
They were such a scam
They were such a scam! I decided to return the products and I sent it back! However, they did not refund me!
Response from TotwooMar 13, 2025
Dear NAZANIN REZAZADEH,
First and foremost, please accept our sincere apologies for the frustration this situation has caused. We deeply regret the experience fell short of your expectations, and we’re committed to resolving this swiftly. Let’s address your concerns step-by-step:
📦 Tracking the Return
Could you share the return tracking number or any proof of shipment? This helps us trace the package’s journey and confirm its arrival at our warehouse. If it’s still in transit, this could explain the delay.
⏳ Refund Timeline
Once the return is confirmed received, refunds typically process within 3–5 business days (depending on your bank/payment method). If it’s been longer, we’ll escalate this to our finance team immediately to prioritize your case.
🔍 Investigating the Issue
We’re auditing our system to check for errors in processing your refund. Sometimes, manual reviews or system glitches cause delays—rest assured, we’re on it!
💡 Preventing Future Issues
Your feedback is invaluable. We’ve already flagged this to our customer service team for retraining and are updating our refund workflows to add clearer notifications.
🤝 Next Steps
Reply to this comment or contact email 👉[email protected](indicate "urgent complaint + Trustpilot" in the email title), and we’ll:
Fast-track the refund investigation
A discount for next order (our apology for the hassle)
Follow up within 24 hours with a resolution
We’re here to rebuild your trust. A dedicated 24-hour agent to fully follow up and resolve your refund issues
Thank you for giving us the chance to fix this. We’ll work tirelessly to ensure your next experience is flawless.
Warm regards,
Totwoo support team
AN
AnnMarie
Totwoo is one of the most special…
Totwoo is one of the most special bracelets I have ever received. Makes keeping lovable thoughts to your significant other be felt every day. It’s fun to use and I just love it. The application is also fun. Would recommend it to all.
Response from TotwooMar 10, 2025
Thank you for your likes! Providing customers with satisfactory service is our greatest wish, wish you all the best! Totwoo Team
TA
Tanya
Love it, but
I love this bracelet and wear it everyday. The bracelet comes disconnected from my phone easily, but we have finally figured out the correct order of how to get it to reconnect. The band also is no longer holding and so the bracelet slides and opens up bigger when unwanted, but it is 2 years old.
Response from TotwooMar 10, 2025
Thank you for your likes! Providing customers with satisfactory service is our greatest wish, wish you all the best! Totwoo Team
DG
Diana G.
Horrible customer service
Horrible customer service. The bracelets work about half the time so I wanted a return as soon as I got them. Emailed them and was totally harassed and trolled by the rep who refused to give me a return address the number on their site is out of the country. An absolute nightmare that cost me $150. DO NOT BUY THIS PRODUCT!!
Response from TotwooMar 10, 2025
Dear customer:
We're deeply sorry for the unacceptable experience you've described. This is not the level of service we strive to provide, and we sincerely apologize for the frustration, miscommunication, and inconvenience you’ve faced.
Your feedback is critical, and we take full responsibility for falling short of your expectations. We’d like to make this right immediately. To resolve this urgently, please provide your order number or contact email 📧[email protected](indicate "urgent complaint + Trustpilot" in the email title).
We want to assure you that your return has been given the highest priority. A dedicated customer service representative has been assigned to handle your case and will be available to assist you 24/7.
Your patience and willingness to give us another chance to address this would mean a great deal to us.
Thank you for bringing this to our attention. We’re committed to fixing this situation and rebuilding your trust.
Sincerely,
Totwoo support team
JR
Jamie R.
Avoid this Company
It is a privilege to post this review…because I want to warn others. Avoid this company.
The product looks nice. It has some features. But the Bluetooth range is so small, one must have their phone on them to use the bracelet…so wearing it to send a message doesn't seem the point.
I asked for a return. That took multiple emails before they agreed to accept a return and issue a credit. Which was supposed to be issued a few days after their receipt of the item back via UPS. But time passed, with unanswered emails requesting it's status. Finally, I realized I needed to enter a dispute with my credit card company. This led to multiple attempts by the company to get me to drop my dispute…after which then they promised they would issue the refund. No way I would do that. Finally, after two months the dispute was settled in my favor. That's what it took to get my money back.
Again, avoid this company.
Response from TotwooMar 13, 2025
Dear Customer,
We’re truly devastated to read about your experience. Your account of the delayed refund, unresolved communication, and the need to escalate this through your credit card company is completely unacceptable. This does not reflect our commitment to customer care, and we offer our deepest apologies.
We want to inform you that our technical team is continuously working on optimizing the features of our product to enhance its performance. We are committed to providing the best possible experience for our customers.
In the near future, we will be releasing an improved version of the product with more advanced features and refinements. We believe these updates will address your concerns and further elevate the quality of our offering. We have recently also optimized our refund process. As a result, our customers will now receive refunds more quickly and efficiently than before.
We are committed to providing a seamless experience, and this update is part of our ongoing efforts to improve our services and better meet your needs.
While we’ve processed your refund via the dispute resolution, we want to personally acknowledge the frustration and time this has cost you. .
We understand your decision to warn others, and we respect your honesty. If you’re open to it, we’d welcome a direct conversation to learn how we can improve further. Please provide your order number or email 👉 [email protected] so we can document your feedback formally and explore ways to compensate you for the undue stress caused.
Sincerely,
Totwoo support team
