Shannon F.
I still haven't received my bracelets
Update: I was able to connect with customer service and have finally gotten my bracelets. They are beautiful! 5 stars for the bracelets, and overall 3 stars due to the communication and shipping delay. Original: I still haven't received my bracelets. I paid extra for guaranteed delivery and they haven't shipped 9 days after ordering. They were supposed to be a going away present, and now, they won't arrive in time. The customer service bot is a joke. You can't speak to a real person through there, only through email. I still haven't received an email response. The product could be fantastic, but if you can't get it, or answers, it's worthless.
Response from TotwooApr 22, 2024
Dear Customer, Thank you for your praise and love for our products. We deeply apologize for the frustration caused by your order’s delays and communication gaps. Your experience fell short of what we strive to deliver, and we’re committed to making things right. Here’s how we’re addressing your concerns: Personal Support for You: To resolve any lingering issues and ensure your experience is fully mended, a dedicated customer care agent will contact you within 24 hours to offer personalized assistance, address concerns, and ensure your satisfaction. Please provide your order number or email 👉 [email protected](indicate "urgent complaint + Trustpilot" in the email title . Shipping & Guaranteed Delivery: We’re sorry your bracelets arrived late, especially as a time-sensitive gift. While we’re glad they eventually reached you and met your expectations, we’re reviewing our shipping partnerships to better honor guaranteed delivery timelines. Customer Service Improvements: Your feedback on our chatbot highlighted a critical flaw. We’ve since added a “Skip the Bot” button for instant human support and extended email response hours to ensure quicker resolutions. Appreciation for Your Patience: Though your overall rating reflects understandable frustration, we’re grateful you gave us a second chance. To thank you, we’d love to offer a discount on your next order as a gesture of goodwill. Thank you for your honesty and continued trust. We hope to regain your full confidence in the future💔→💎. Warm regards, Totwoo support team