TotwooBorn in Milan in 2015, Totwoo smart jewelry lets you stay connected with your loved one,sending a touch of love, no matter the distance.
Totwoo (totwoo.com) has 326 customer reviews on Five Star Index, with an average rating of 3.1 out of 5.
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Cierra E.
Fast shipping! Adjustable bracelet for people with different size wrists! Long lasting battery and a vibrant light, with short charge time! Comes with a beautiful charger. I love how pretty it is and I fidget with it a lot!
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
Colleen B.
Jumped on their valentines sales only to be disappointed. The money they took from my account was double the amount of the invoice. Messaged them with 5 mins of purchase letting them know. Still haven't heard from them even after sending a second email about my purchase. No email to state the order has been sent. No contact from them AT ALL. VERY DISAPPOINTING!!
Response from TotwooFeb 26, 2025
Dear Colleen Bayliss, We are appalled that you experienced a double charge during our Valentine's promotion and received no follow-up. This breach of trust is unacceptable, and I’m personally intervening to fix this immediately. Emergency Actions Taken: 🔹 Instant Refund: We will review your order and if we receive a duplicate charge, we will refund it immediately. 🔹 Direct service：We’ve prioritized your case. We will send a dedicated support agent to ensure a response within 24 hours to handle your issue until the issue is resolved. Please reply “order numder” here, or 📧[email protected](indicate "urgent complaint + Trustpilot" in the email title) To enhance support, we’re launching key initiatives: Team Retraining: Sharpening expertise and empathy for better service. Process Optimization: Streamlining workflows to reduce response times. AI Integration: Adding 24/7 chatbots for instant help, freeing agents to solve complex issues faster. Committed to faster, smarter support! Best Regards, Totwoo support team
Kandie S.
Their customer service is terrible. Email me about mine wasn’t in stock the sent for a site for exchange and it was like I had to purchase all over again. Which I was not doing. Can’t reach no body through call or email. Very unprofessional and rude
Response from TotwooFeb 26, 2025
Dear Kandie Sullivan, We're horrified by the hoops you were forced to jump through for a simple exchange. What you described is antithetical to our values, and I'm personally dismantling this flawed process today. Immediate Resolution: 1. We will send our senior customer service agent to handle your order specifically and ensure that your order issue is resolved within 48 hours，please provide your order number for us. 2. We provide solutions for out-of-stock issues of your order, such as emergency stock transfer or replacement of other products on the website. Please rest assured that you do not need to pay twice. To strengthen our support, we’re rolling out these key enhancements: Team Retraining: Upgrading product knowledge and communication skills through immersive workshops. Focusing on empathy and problem-solving to ensure every interaction is helpful and efficient. Process Optimization: Overhauling workflows to eliminate bottlenecks—using automation for ticket routing and data entry so your requests reach the right agent faster. AI Integration: Deploying advanced chatbots to handle routine questions instantly, anytime. This lets our human agents focus on complex cases, resolving them with greater speed and personalized care. We’re dedicated to delivering faster, smarter, and more attentive support💯! This isn't just about fixing your experience – you've fundamentally changed how we operate. With profound regret, Totwoo support team
Sarah P.
Ich habe 2 Monate versucht die Ware zurück zu geben. Im Internet steht im Falle eine Retoure nicht an die Versandadresse zurück schicken. Bis heute habe ich keine Adresse erhalten und konnte demnach nichts zurück senden. Ich habe die sogar drauf hingewiesen das ich die negativ bewerten werde. Aber es interessierte keinen...kann es nicht empfehlen!
Response from TotwooFeb 26, 2025
Dear Valued Customer, We are appalled by the return process nightmare you endured and fully acknowledge our systemic failure. Your experience has triggered immediate operational reforms across our services. Emergency Actions Taken (as of [Today's Date]): 🔹 Instant-Return Refund: We will review your order to see if it meets the return requirements and provide a return address immediately if it meets the requirements. 🔹 A dedicated 24 hours support agent will monitor your return thoroughly to ensure your return is resolved and refunded as quickly as possible. Please reply “order numder” here, or 📧[email protected](indicate "urgent complaint + Trustpilot" in the email title) 🔹 We have reviewed our return review process and streamlined it to ensure our customers never have to go through this hassle again. We are enhancing our customer support through a three-pronged approach: retraining our team to improve skills and empathy, optimizing workflows with automation for faster issue resolution, and integrating AI chat for instant, round-the-clock assistance on basic queries. These efforts aim to deliver quicker, more efficient support, allowing our human agents to focus on cases. Your feedback is valued as we continuously strive to improve. Best Regards, Totwoo support team
Kieran
Ordered a bracelet and it was cancelled but they marked it as delivered taking full payment. They emailed saying they had cancelled it and whether I wanted to change it, emailed back asking for estimated time for back in stock with no response after a week. Created a ticket on their website which says "24 business hour" response. Also website states if orders are cancelled, a FULL refund will be given within "12 business hours". Paypal dispute now under way
Response from TotwooFeb 26, 2025
Hello, We take full accountability for the unacceptable discrepancies with your order and the subsequent communication failures. This breach of trust demands immediate rectification. Actions Completed as of Today: ✅ We will upgrade your case and assign a dedicated case handling specialist to be responsible for your order, ensuring that you can get accurate and fast inquiries 24 hours a day. Please provide your order number or 📧[email protected](indicate "urgent complaint + Trustpilot" in the email title. ✅ We will conduct an urgent investigation into the situation you reported and ensure that we can give you a perfect solution, such as return refund, additional discount or other services. We are very sorry that you had this experience and hope you can give us a chance to make amends. Best Regards, Totwoo support team
Barbi J.
Shipping was fast. Ordering was very easy. We got the bracelet and it was packaged very pretty. When I opened it, it was beautiful to say the least. I absolutely love it! It is good quality and easy to figure out. Very cool that it is rechargeable. Was very happy with it! Would definitely order more products from them!
Ni C.
Die Armbänder bzw. Verbindung miteinander funktioniert nicht so, wie versprochen. Anfangs war die Kommunikation diesbezüglich nett und hilfsbereit, am Ende gab es keine Antwort mehr, die uns geholfen hätte. Alle Tipps hatten wir überprüft und bereits korrekt eingestellt. Funzte trotzdem nicht. Wir haben um Rücknahme und Erstattung des Kaufpreises gebeten, was aufgrund der verstrichenen einmonatigen Umtauschfrist verneint wurde. Auch auf Kulanz unter Hinweis darauf, dass die Geräte nicht, wie versprochen, funktionieren, nicht. Finger weg davon. Teures Geld für nix.
Response from TotwooFeb 26, 2025
Dear Valued Customer, We are devastated that our product failed you technically and procedurally. Your experience exposed critical flaws in both our engineering and policies – we’re dismantling both today. Technical Team Analysis: Our technical team is analyzing connectivity logs to identify and resolve the connection issue, focusing on software, hardware, or external factors. Senior Support Agent: A senior support agent is assigned to your case, providing personalized support and coordinating efforts to resolve the issue quickly. （Instantly within 24 hours) Kindly share your order number or contact our email at 📧[email protected] Free Replacement: Once we confirm the problem, we will provide a free replacement even if your order can no longer be returned. We are committed to solving your problem, please feel free to contact us at your convenience. Best Regards, Totwoo support team❤️
Autum
I’ve tried a lot of smart bracelets, but Totwoo really stands out. The touch feature works flawlessly, and the design is elegant. I was worried the bracelet would be bulky, but it’s actually quite lightweight and comfortable. The battery lasts for several days, even with daily use. The shipping was also faster than I expected. Overall, a great purchase!
