TotwooReviews of totwoo.com

Response from TotwooApr 2, 2024

Dear David Conlon, Thank you for taking the time to share your feedback with us. We deeply regret the upsetting experience you've had with our app, Totwoo, especially regarding the misgendering issue and the lack of inclusive gender options. We understand how important it is for everyone to be recognized and respected according to their preferred gender identity. Here are the key points we've taken from your review and our response: Glitch and Misgendering: We are truly sorry for the technical glitch that caused the app to misgender you. Our technical team is already investigating this issue to ensure it doesn't happen again. We will prioritize fixing this bug and implementing more robust gender recognition features.🛠️ Gender Inclusivity: We acknowledge that our current gender options are not inclusive enough. We recognize that gender identity is diverse and goes beyond the binary categories of men and women. We are committed to adding more gender options to our app to better accommodate non-binary individuals like yourself. 🌈 Dedicated Follow-up: To ensure your concerns are addressed promptly and thoroughly, we have assigned a dedicated customer service representative to handle your case. This representative will reach out to you within 24 hours to follow up on your issue and keep you updated on the progress until it is fully resolved. Kindly provide your order number or send email to👉 📧[email protected](indicate "urgent complaint + Trustpilot" in the email title) 💬 Future Improvements: We appreciate your patience and understanding as we work on these improvements. We will keep you updated on our progress and let you know as soon as the changes are implemented.📈 Please know that your feedback is invaluable to us, and we are committed to making Totwoo a more inclusive and welcoming space for all users. We want to assure you that we are taking your concerns seriously and will do everything we can to make things right. Thank you for giving us the opportunity to improve. Sincerely, Totwoo support team

Response from TotwooApr 2, 2024

We are so sorry for your inconvenience. Please contact our official customer service for assistance. please email [email protected].

Response from TotwooApr 2, 2024

Hello, I was deeply disappointed to read about the issues you encountered with the delivery of your order to Germany. I understand how frustrating it must have been to track your package, only to find out it was marked as delivered without you receiving it🚚💔. Here's a breakdown of our response and next steps: Delivery Process: I apologize for the confusion caused by the delivery process. It's concerning to hear that Hermes didn't knock on your door and marked the package as delivered in a "safe location" that wasn't specified. This is not the service we expect for our customers. Dedicated Support: To ensure a swift resolution, a dedicated customer support representative will be assigned to your case and will reach out to you within 24 hours. They will handle all communications with Hermes and keep you informed until the issue is fully resolved. Please reply “order numder” here, or 📧[email protected](indicate "urgent complaint + Trustpilot" in the email title). Compensation and Resolution: As a token of our apology and to make up for the inconvenience caused, we would like to offer you a choice. If you prefer, we will expedite a replacement package to you at no additional cost. Preventing Future Issues: We are also reviewing our delivery processes to prevent similar issues from happening again in the future. Your feedback is invaluable in helping us improve our services. Again, I apologize for the inconvenience caused and appreciate your patience as we work to resolve this matter. Thank you for giving us the opportunity to make things right. Warmest regards, Totwoo support team

Response from TotwooApr 2, 2024

Dear customer, I was deeply saddened to read your recent review expressing dissatisfaction with our customer service. I want to sincerely apologize for the experience you had and address your concerns point by point: Lack of Response to Emails: I understand your frustration at not receiving a response to your emails regarding the return of your bracelets💔. This is not the standard of service we strive for, and I apologize for any inconvenience this caused. We are currently reviewing our email handling processes to ensure timely and effective communication with all customers. Phone Number Issue: I am also aware of the issue with our listed phone number, where elevator music plays and the call ends abruptly. This is unacceptable, and I apologize for any confusion or frustration this may have caused. We are working to resolve this technical issue immediately and ensure that our phone lines are operational and staffed by knowledgeable representatives📞👩‍💼. VIP Account Upgrade and Dedicated Support: To make up for the inconvenience you have experienced, we would like to upgrade your account to VIP status. As a VIP customer, you will be assigned a senior customer service representative who will personally follow up on your issue and ensure it is resolved to your satisfaction. please provide us with your order number or email us at 📧[email protected] with the subject line "Urgent Complaint + Trustpilot"💪. 24-Hour Review and Processing of Your Return: We understand the importance of a timely resolution for your return. Therefore, we commit to reviewing and processing your return request within 24 hours of receiving it. Our team will prioritize your case to ensure a quick and hassle-free return process🕒. Commitment to Improvement: Please know that we take your feedback seriously. We are committed to improving our customer service and ensuring that all customers receive the support they need. We will be implementing new procedures to streamline our return process and enhance communication with our customers📈. Thank you for bringing these issues to our attention. We value your feedback and are committed to making things right. Sincerely, Totwoo support team

Response from TotwooApr 2, 2024

Dear Spenglerihre MG, Thank you for taking the time to share your feedback regarding our Valentine's Day 2024 bracelets. We appreciate your honesty and understand your frustration with the issues you've experienced🙏. Here's our detailed response to your concerns: Connectivity Problems: We sincerely apologize for the inconvenience caused by the initial connectivity issues with the bracelets. We're pleased to inform you that our technical team has already released a new version that significantly optimizes the connection problems. As long as your permissions remain enabled, the connection between the bracelets should now be relatively stable. We believe this update will greatly improve your experience. Battery Consumption: We understand that battery drain was a concern, especially with the constant Bluetooth connection. We're happy to report that we've updated both the firmware and the app version to address this issue. The new versions are designed to consume no more battery than any other application on your phone. We believe this should alleviate the battery consumption concerns you've raised. App and Device Separation: We're continuously investigating and improving this aspect to ensure a seamless connection regardless of the distance. In the meantime, we recommend ensuring that there are no significant obstructions between the devices to maintain a stable connection. Customer Service Concerns: We're sorry to hear about your negative experience with our customer service. We're committed to improving our response times and ensuring that all customers receive prompt and helpful assistance. To address your specific issues more effectively, we have assigned a dedicated customer service representative to follow up on your case 24 hours a day until your problem is resolved to your satisfaction. This representative will be your direct point of contact and will work tirelessly to ensure that your concerns are addressed promptly and effectively. Kindly provide your order number or send email to👉 📧[email protected](indicate "urgent complaint + Trustpilot" in the email title) 💬 We are here to help and are committed to making sure that your experience with our product is a positive one. Thank you for your patience and understanding. We're glad to have been able to address some of your concerns with the recent updates, and we look forward to providing you with the best possible service moving forward. Best Regards, Totwoo support team

Response from TotwooApr 2, 2024

Dear Louisa Porcas, We’re deeply sorry to hear about your frustrating experience. Your feedback is critical, and we’re taking immediate steps to address every issue you’ve highlighted. Here’s how we’re improving: 📦 Logistics & Delays We’re auditing our shipping partners to identify bottlenecks and will prioritize faster, trackable delivery options. ⚠️ Product Quality & Connectivity Our tech team has identified a firmware bug causing disconnections. An update have already roll out to stabilize Bluetooth connectivity. All future products will undergo stricter pre-shipment testing. 💬 Customer Service Failures Your case exposed gaps in our training. All agents now receive mandatory empathy & problem-solving refresher courses. 💸 Refund Delays Enhancements added: Clarified 24-hour return processing and automated refunds to emphasize speed. Specified 3–5 days for refund delivery and a dashboard tracker for transparency. Reinforced commitment to "1-interaction resolutions" with the VIP team. Your Case: We’ve issued a full refund and give a discount for your next order to your account for the inconvenience. For further assistance, contact our new VIP Resolution Team directly at here, please leave us your order number. We’re grateful you gave us a second chance to make this right. Your feedback is reshaping totwoo, and we hope to regain your trust in the future. Sincerely, Totwoo support team

Response from TotwooApr 9, 2024

Dear Len Atfield-Cutts , Thank you for sharing your honest feedback—we take all criticism seriously as it helps us improve. We’re truly sorry your experience didn’t meet expectations, and we’d like to address your concerns transparently: 1. Product Value & Pricing We acknowledge the price point may feel steep, and we regret not communicating the product’s value clearly. While the bracelets are compact, they integrate: Premium materials: Durable, hypoallergenic silicone and secure clasps. Proprietary tech: Exclusive patterns, vibration and flash rhythms, and sync capabilities. Ongoing R&D: Continuous software updates to enhance functionality. We understand simplicity is key, but our goal was to create a reusable, tech-driven alternative to disposable greeting cards or generic gifts. The Bluetooth/app requirement enables features like remote interaction, real-time sentiment sharing, and personalized settings 2. Simplicity vs. Functionality The bracelet’s purpose is to offer a tactile, discreet way to share emotions in moments where a phone notification might feel impersonal (e.g., a silent “thinking of you” across a room). The LED colors and vibrations are designed to spark conversation or private meaning—a balance of tech and imagination. 3. Improving Your Experience Tutorial refresh: We’re updating our app’s onboarding guide to highlight hidden features. 4. Our Commitment We’re not satisfied unless you are. While we can’t refund the full amount at this time, reply to this comment by your order number, and we’ll prioritize a resolution that feels fair to you. Your feedback is shared with our product team. Again, we apologize for falling short. We’re here to listen and improve—please contact us directly at [email to👉 📧[email protected]] with further thoughts. Sincerely, Totwoo support team

Response from TotwooApr 2, 2024

Dear customer, Firstly, we sincerely apologize for the inconvenience and frustration you've experienced with your bracelet 😔. We understand your disappointment, especially given the significant investment you made in this product, and we take full responsibility for the issues you've encountered . Human Customer Service Follow-Up 👥: We understand the importance of resolving your concerns promptly and effectively . Therefore, we will assign a dedicated human customer service representative to follow up on your case . This representative will ensure that your issue is addressed within 24 hours and keep you updated on the progress until it is fully resolved .Kindly provide your order number or send email to👉 [email protected](indicate "urgent complaint + Trustpilot" in the email title) 💬 Apology and Compensation 🎁: We truly regret that our initial response as an apology did not meet your expectations . We understand that this gesture was insufficient, especially considering the cost of the bracelet . We should have communicated more effectively and offered a more appropriate solution. Lack of Response ⏰: We are deeply sorry for the delay in responding to your follow-up emails 📧. This was completely unacceptable and does not reflect our commitment to customer service 🙅‍♂️. We have reviewed our internal processes to prevent such lapses in communication in the future . Resolution Plan 📝: To make amends, please rest assured that if there are any problems with the bracelet, we will provide a free replacement, . Alternatively, if you prefer, we can arrange for a replacement bracelet that has been thoroughly tested to ensure it functions perfectly . Future Commitment 💪: We assure you that we are taking this matter very seriously and are implementing measures to improve our quality control and customer service . Your feedback is invaluable to us , and we are committed to doing better in the future . Once again, we apologize for the inconvenience caused 🙇‍♀️ and hope that you will accept our sincere apologies and the proposed resolution 🙏. Thank you for bringing this to our attention 👀, and we look forward to the opportunity to regain your trust 🤝. Best Regards, Totwoo support team