Hannah D.
If I could give 0 stars I would
If I could give 0 stars I would. My twin girls wanted to buy eachother a I miss you bracelet for their birthday. Due to their age they do not have card so paid me and used mine. Over £100 in total. The parcel was apparently delivered to the inside of my bin is cannot confirm it was my bin as the picture was the inside of my bin. The parcel was not their it was reported to totwoo. They told me I needed to CALL royal mail even supplied the number. Asked for a certificate form them they do not do. But gave them the claim reference. Back and forth now for 1month and they are refusing to give a refund despite being sent communications from royal mail confirming item being reported missing, despite royal mail themselves contacting them to say they are giving wrong information and despite the loss having been reported to the police. Absolutely disgusting company. They have been told by royal mail they can claim for the parcel but are still talking about how if they refund me they are out of pocket. Do not touch this company they are thieves
Response from TotwooMar 19, 2025
Hello, We are truly sorry for the distress this situation has caused you and your family😔 . Your experience falls far below the standards we strive to uphold, and we appreciate you bringing this to our attention. We acknowledge the unacceptable delays and miscommunication regarding your missing order and refund request. To resolve this immediately: 1️⃣ Priority Investigation: A senior team member will personally review your case, including Royal Mail’s confirmation and police report, and contact you within [24 hours] to finalize the refund. Kindly provide your order number. 2️⃣ Full Refund Assurance: Regardless of Royal Mail’s claim process, we will refund to your original payment method immediately upon confirmation of your details. 3️⃣ Other remedies: We can also provide reissue services. To express our appreciation for you, we can reissue a bracelet with a price difference of no more than US$20 higher than the product you purchased. We deeply regret the frustration caused by incorrect guidance procedures and the prolonged resolution. Your feedback will be shared internally to prevent such issues in the future. Thank you for allowing us to correct this. We are committed to ensuring your family receives the outcome you deserve. Sincerely, Totwoo support team