TotwooReviews of totwoo.com

Response from TotwooFeb 14, 2026

Update: Sorry, based on the order number you provided, this did not originate from our website. Could you please provide the website where you made the purchase? If you confirm that you have been scammed, please contact your bank as soon as possible to report it as a fraudulent transaction. Hello, First and foremost, please accept our heartfelt apologies for the frustration and inconvenience you’ve experienced with your recent order of sun and moon bracelets for your wife. We understand how important this gift was for Valentine’s Day, and we deeply regret that it has not arrived as promised. Your trust in us means everything, and we’re committed to resolving this issue swiftly. 🙏 Upon reviewing your feedback, we noticed that we couldn’t locate your order using the details provided in your message. To ensure we address this properly, could you kindly confirm if you placed your order through our official website, totwoo.com? If so, we’d greatly appreciate it if you could share either your order number or the email address used during checkout. This will allow us to track your shipment, investigate the delayed delivery, and resolve the tracking system error you mentioned. We completely understand your urgency, especially given the occasion. Rest assured, once we receive your order details, our team will prioritize your case and work tirelessly to provide a solution within 24 hours. Here’s what we’ll do immediately: Investigate the delivery delay with our shipping partners. Resolve the tracking issue so you can monitor your order’s progress. Your patience and understanding during this time are invaluable to us. We recognize how disappointing it must be to face this setback, and we want to assure you that we’re taking full responsibility to make things right. 💐 Please reply directly to this comment or reach out to our support team via [email protected]. We’re here to help 24/7. Thank you for giving us the opportunity to rectify this situation. We value your loyalty and hope to regain your trust with prompt, transparent service. Please don’t hesitate to share any additional details or concerns—we’re all ears! Warm regards, Totwoo customer service

Response from TotwooFeb 9, 2026

Hello, First and foremost, we want to extend our deepest apologies for the frustration and disappointment this situation has caused you. Your trust in Totwoo means the world to us, and we’re truly sorry that your Valentine’s Day gift experience was ruined by logistical delays and poor communication. Please know that your feedback has been taken very seriously, and we’re committed to making this right. 🙏 What Happened & What We’ve Done After reviewing your case, we confirmed that the tracking number CJ405256675DE for your Spain-bound package has shown no updates for over a month. Despite immediately contacting DHL to investigate and requesting urgent updates, we’ve yet to receive a clear resolution from them. We also emailed you earlier to keep you informed, but we understand how stressful this lack of clarity has been. After further internal discussions, we suspect the package may have been lost during transit. While this is incredibly rare, we take full responsibility for ensuring you receive your order. Our Solution: Immediate Replacement & Support To resolve this, we’ve initiated a replacement shipment for your order at no additional cost. This new package will be prioritized with a more reliable courier service, and we’ll share the updated tracking details with you as soon as it’s dispatched. We’re also overhauling our internal tracking processes to provide proactive updates and clearer communication for all international orders. How You Can Help Us Improve We’ve reached out to you via email to confirm your shipping address and any preferences for the replacement. Please reply at your earliest convenience so we can proceed swiftly. Your suggestions about unreliable tracking, slow communication, and vague delivery timelines have been documented and shared with our entire team. We’re implementing changes, including: ✅ Enhanced tracking alerts for all international shipments. ✅ Dedicated support for delayed orders with faster response times. ✅ Stricter logistics partnerships to ensure reliability. If you have further questions or concerns, please don’t hesitate to reply directly to this or contact our support team via [mailto:[email protected]]. We’re here to help. Thank you for giving us the chance to improve. We hope to regain your trust and serve you better in the future. Warm regards, Totwoo customer service

Response from TotwooFeb 5, 2026

Update: We are glad to contact you that your package https:https://www.dhl.de/en/privatkunden/pakete-empfangen/verfolgen.html?piececode=CF513665878DE was delivered successfully on Feb, 7. When you get the package, please follow the guide https://totwoo.com/pages/how-it-works to set up. If you have any question when you use it, please don't hesitate to contact us. Update: Greetings, You can track the package containing your bracelet using the following details: Carrier: DHL Tracking Number: CF513665878DE Tracking Link: https://www.dhl.de/en/privatkunden/pakete-empfangen/verfolgen.html?piececode=CF513665878DE We hope you receive your package soon. Hello, First and foremost, we’re truly sorry for the frustration and inconvenience this situation has caused, especially with Valentine’s Day approaching! 😔 We completely understand how important this order is to you, and we appreciate you bringing this to our attention so promptly. Let us explain what happened: When you placed your order (#TT151971) for multiple charms and bracelets, our system noted that some items (specifically the bracelets) were temporarily out of stock in one warehouse at the time of processing. Because we have multiple warehouses. To avoid delaying your entire order, we opted to split the shipment into two separate packages: Package 1 (Delivered): Contains all the charms you received. Package 2 (In Transit): Contains the bracelet(s) you’re still waiting for. We’ve already emailed you the tracking links for both packages (please check your inbox/spam folder for emails from mailto:[email protected]). The bracelet is currently en route and should arrive shortly—we’re personally following up with the shipping carrier to expedite its delivery as much as possible! 🚚✨ Here’s what we’re doing to resolve this: Tracking Assistance: If you can’t locate the tracking emails, reply to this message, and we’ll resend the links immediately. Priority Handling: We’ve flagged your order as urgent to ensure the bracelet reaches you ASAP. We value your patience and understanding. Split shipments are rare, but they help us fulfill orders faster when inventory is spread across warehouses. Unfortunately, in this case, we didn’t communicate this clearly enough upfront, and for that, we sincerely apologize. 🙇♀️ Our team is here 24/7 to assist you! Please contact us anytime at mailto:[email protected]. We’ll do everything possible to make this right! Thank you for giving us the chance to improve. We hope the bracelet arrives just in time to make your Valentine’s Day special! 💝 Warm regards, Totwoo customer service

Response from TotwooJan 28, 2026

Hello, We are deeply sorry to hear about the frustrating experience you've had with our product. Your feedback is incredibly valuable to us, and we sincerely apologize for the inconvenience and disappointment this has caused you. 🙇‍♂️ Regarding the Connection Issues 📶 You mentioned that the product frequently disconnects and fails to receive signals. We understand how disruptive this can be. Connection stability can sometimes be influenced by factors such as your phone's network signal strength, the distance between your phone and the bracelet, or even incomplete permission settings on your device. Please rest assured that our bracelet is designed to automatically reconnect once the connection is lost. However, if the issue persists, we'd be more than happy to assist you in troubleshooting and resolving it promptly. Our dedicated support team is here to help you every step of the way. 💪 On the Battery Drain Concern 🔋 We're sorry to learn that the app has been causing significant battery consumption on your relatively new Galaxy S25+. We understand how important battery life is, especially for a device you rely on daily. Our technical team has been working tirelessly to address this issue, and we're pleased to inform you that a new software update has been released specifically to optimize this. 🛠️ Regarding the Return Process 📦 We're disappointed to hear that your return experience was less than satisfactory. While we're glad to hear that we were able to accept your return within the specified timeframe, we apologize for the lack of clear instructions and the inconvenience you faced in initiating the return. Your feedback on this process is crucial, and we've already forwarded your comments to our senior management team for review. Although we've made efforts to streamline our return procedures in the past, we recognize that there's always room for improvement. Your insights will help us make the process even smoother for our future customers. 🙌 Final Thoughts 🌟 Despite the challenges you've faced, we appreciate your honest feedback and the time you've taken to share your experience with us. Your input is instrumental in helping us grow and improve as a company. We're committed to learning from this situation and ensuring that we provide a better experience for all our customers moving forward. Thank you once again for your patience, understanding, and valuable feedback. If you have any further questions or concerns, please don't hesitate to contact us. We're here to make things right. 🤝 Warm regards, Totwoo customer service

Response from TotwooJan 15, 2026

Hello, First and foremost, we want to sincerely apologize for the frustration and discomfort you’ve experienced with the bracelet you received. 😔 Your satisfaction is our top priority, and hearing that our product fell short of your expectations is truly disheartening. Thank you so much for taking the time to share your detailed feedback—it helps us identify areas for improvement and ensures we can better serve customers like you in the future. We completely understand your concerns about the lobster claw clasp design and how the lever’s placement against your wrist caused irritation. 🛠️ This is valuable insight, and we’ll immediately forward your comments to our technical team for review. Our goal is to ensure every product we offer is both functional and comfortable, so your feedback will directly influence future designs and quality checks. To resolve this issue, we’d like to offer you a free replacement with a different style that might better suit your needs. 🎁 Many customers find our Milan rope series (lightweight, adjustable, and irritation-free) to be far more comfortable alternatives. Would either of these options appeal to you? If you have another style in mind, please let us know, and we’ll do our best to accommodate your preference! Additionally, we’d love to assist you further, but we’re unable to locate your order in our system without more details. 📨 Could you kindly provide your email address and order number? This will allow us to verify your purchase, process the exchange efficiently, and ensure you receive a replacement as quickly as possible. We’re truly sorry for the inconvenience this has caused, and we hope you’ll give us another chance to make things right. 🙏 Your trust means the world to us, and we’re committed to turning this experience around. Whether through a replacement, or future discount, we’ll work with you to find a solution that leaves you satisfied. Thank you again for your patience and understanding. Please don’t hesitate to reply directly to this if you have further questions or need assistance. We’re here to help! Warm regards, Totwoo customer service

Response from TotwooJan 12, 2026

Hello, First and foremost, we’re truly sorry to hear about your experience! 😔 Your satisfaction is our top priority, and we’re committed to making this right. We noticed your feedback mentioning that the bracelet “doesn’t work very poor” and that you’ve been unable to return it due to missing contact information. We completely understand how frustrating this must be, and we apologize for any inconvenience caused. Here’s what we need to assist you better: 1️⃣ Order Verification: We couldn’t locate your order in our system. Could you please share your order number and the email address used during purchase? This will help us track your details quickly. 2️⃣ Issue Details: The bracelet’s functionality depends on several factors (e.g., charging, connectivity, signal reception). Could you specify what’s not working? For example: Is it not charging? Are you unable to pair it with the app? Is there no signal/notification? Something else? Quick Fixes to Try First: We’ve created a step-by-step video guide (https://totwoo.com/en-hk/pages/how-it-works) that walks you through setup. It might resolve your problem instantly! How to Reach Us: 📧 Direct Email: Reply to this email or contact us at mailto:[email protected] with your order details. ⚠️ Pro Tip: Sharing your info here (or in a direct email) helps us resolve your issue faster! Why We Need Your Order Info: Without your order number or purchase email, we’re unable to: Confirm your warranty status. Access troubleshooting history. Process returns/exchanges efficiently. We value your trust in Totwoo, and we’re determined to turn this experience around. 🌟 Whether it’s a technical glitch or a product concern, we’ll work tirelessly until you’re satisfied. Thank you for giving us a chance to make things right. We’ll await your reply with your order details and look forward to resolving this promptly! Warm regards, Totwoo support team

Response from TotwooDec 31, 2025

Hello, We're truly sorry to hear about the inconvenience you've encountered with our bracelet. We understand how frustrating this can be, and we want to assure you that we're here to help resolve this issue promptly. 🤝 Firstly, please rest assured that your experience is not the norm, and we're committed to making it right. If your bracelet suddenly stops receiving messages, a good starting point is to check if both bracelets are properly connected. Sometimes, a simple disconnection or a minor glitch can cause such issues. To help you reconnect your jewelry, we recommend trying the following methods: Please try the following methods to reconnect your jewelry: 1. Restart the Bluetooth system by turning it off for 10 seconds and then back on. 2. Close and reopen the app. 3. Restart your phone and reopen the app. 4. Restart the bracelet by pressing it for 30 seconds until it flashes 3 colors. If these steps don't work, please try unbinding the jewelry from the app's "[Manage my jewelry]" section, forget the connected jewelry in the Bluetooth interface (if you're using an iPhone), and then reconnect it. This should establish a fresh connection and hopefully resolve the issue. Should the problem persist despite these efforts, please don't hesitate to contact us directly. Our dedicated support team will be more than happy to assist you further. 📞 Additionally, we've been unable to locate your order number in our system. To better assist you and expedite the resolution process, could you please provide us with your order number and email address? This will enable us to contact you directly and work towards a swift resolution to your bracelet issue. 📧 Please rest assured that our bracelets come with a one-year warranty, ensuring you can use them worry-free. We're committed to providing you with a seamless and enjoyable experience, and we'll do everything in our power to make sure you're satisfied with your purchase. 💖 Thank you for your patience and understanding as we work to resolve this issue. We value your feedback and look forward to serving you better in the future. 😊 Warm regards, Totwoo customer service

Response from TotwooDec 23, 2025

Hello, We’re truly sorry to hear about the frustration you’ve endured during your return process with us. Your experience falls far short of the seamless service we strive to provide, and we deeply regret the inconvenience this has caused you. Please know that resolving this is our top priority, and we appreciate your patience as we worked to investigate and address the issue. After reviewing our communication records, here’s what we’ve uncovered: 🗣️ Return Package Status: When you first contacted us, your returned item had not yet reached our warehouse. The USPS tracking update indicated that the delivery facility was "closed at the time of attempted delivery." This refers to a temporary closure (e.g., weekend hours), not a permanent shutdown. The delivery attempt occurred on Saturday, December 20th, a day when our warehouse is closed. USPS confirmed they would reattempt delivery the next business day (Monday through Friday), and no further action was required on your end. Updated Delivery & Refund: We’re pleased to confirm that your package was successfully delivered to our warehouse on December 22nd (as per USPS tracking). Immediately upon verification, we initiated your refund, which should now be processing through your original payment method. Refund Timeline: Please allow 2–5 business days for the funds to reflect in your account. The exact timing depends on your bank or payment platform’s processing policies. To prevent future hiccups, we’re: Improving communication: We’ll provide clearer updates at each step of the return process. 💪 We understand how stressful this situation has been, and we’re grateful for your honesty in sharing your experience. It helps us grow and serve customers like you better. If you have further questions or concerns, please don’t hesitate to reply directly to this or contact our support team at [email protected]. We’re here to help 24/7. Once again, we’re truly sorry for the time and energy this situation required from you. Thank you for giving us the chance to make things right. We hope to regain your trust and serve you with the excellence you deserve.🙏✨ Warm regards, Totwoo support team