Phillip M.
If I could give zero stars I would
If I could give zero stars I would. This concept is cool, but they have a long way to go to before it works like they say it does. My wife got them for us for Christmas, we set them up to use and right away they didn’t work. We went into separate rooms to send the tap notifications and it didn’t work. So if it doesn’t work in close proximity, how can they say one person can be in Texas, the other person be in Florida and they can send the tap notifications? When we tried to return them, the company didn’t respond to emails until after the return period was over. Please save your money, do not buy this cheaply made OVER PRICED GARBAGE.
Response from TotwooApr 28, 2024
Hello, Thank you for sharing your feedback, and please accept our heartfelt apologies for the frustration and inconvenience you’ve experienced with totwoo🙇♀️. We take all customer concerns seriously, and your review highlights critical areas where we must improve. 1. Addressing the Technical Issues🛠️ We understand your disappointment that the product did not function as advertised, even in close proximity. While our marketing emphasizes long-distance connectivity, we acknowledge that core features like tap notifications should work flawlessly regardless of location. The totwoo smart chip inside the jewelry uses advanced international low-power Bluetooth (BLE) technology, which emits far less radiation than a mobile signal and a regular Bluetooth earphone and can be ignored. The effective working distance between the phone and the bound jewelry is about 3 meters. If the distance is exceeded, the Bluetootho connection will be disconnected. However, even within the distance, it still depends on the specific environmental conditions, such as if there are too many people or if there is wall interference, the Bluetooth connection may also be disconnected. If the Bluetooth connection is disconnected, it will affect the use of product functions, but the app has an automatic Bluetooth reconnection function. Our team is actively investigating your case to identify root causes—be it hardware, software, or setup inconsistencies. To resolve this, we’d like to offer personalized support: 🔍 Technical Assistance: Please reply to this comment with your order number. Our technical team will troubleshoot directly with you. ⏳Replacement Unit: If the issue persists, we’ll expedite a replacement unit at no cost. 2. Clarifying Return Policy Failures We are sorry that our customer service team is slow to respond to your message. This may be because we are in the peak season of our website and our mailbox has received a large number of emails, so the response speed is delayed. We apologize again for this. But please rest assured that our return time limit is calculated according to the time when you first file a return. As long as the time you file a return is within our policy, you can return the product normally. Service Improvements: We’ve retrained our support team and implemented a 24 ⏰hours response SLA for all inquiries to prevent future delays. 3. Quality, Pricing, and Future Commitments🔧 Your description of the product as “cheaply made” and “overpriced” stings, but it’s feedback we must earn back. While we invest heavily in R&D to innovate. Once again, we apologize for letting you down. Your patience and willingness to engage with us mean the world, and we hope to regain your trust through action, not just words. Warm regards, Totwoo support team