When I ordered the matching bracelets they didn’t come when they was supposed to and the company lost the charms to them that I ordered they didn’t wanna refund my money when that was the policy I got I will never buy from them again
Response from TotwooMar 17, 2025
Dear Customer,
Sorry for the inconvience that occured. We’re heartbroken to have failed your meaningful gift moment. What happened is inexcusable - losing charms you entrusted to us and delaying bracelets that symbolize connection. Here’s our urgent redemption plan:
🚨 Immediate Actions
✅ A dedicated senior client agent will follow up your case (24-hour fast processing)
✅ We will immediately arrange for replacement or refund after verifying your lost letter charm
✅ Appropriate discount compensation for logistics delays
✅ Optimize our delivery speed with the logistics team and handle and improve our current customer service team.
To activate:
Simply comment with your order number.
This isn’t just damage control - we want to prove meaningful connections deserve perfect delivery.
Best Regards,
Chief Remedy Officer
EA
Elif Angel R.
Expensive and never worked
Expensive and never worked. Got in touch with the company several times but no result. I am so sorry. Adorable thought and beautiful design but never worked. Two of them never connected.
Response from TotwooMar 17, 2025
Hello,
Sorry for the inconvience that occured.Your words cut deep – we betrayed the trust placed in our bracelet. That two bracelets meant to connect souls failed to connect technically is unacceptable. At the same time, thank you for your approval of the design of our bracelet. Here’s our redemption protocol:
Our Commitment to Resolve Your Issue:
1️⃣ Dedicated Support Agent Assignment
A senior customer advocate will be assigned to conduct a comprehensive investigation. Kindly provide your order number or send email to👉 📧[email protected](indicate "urgent complaint + Trustpilot" in the email title)
You'll receive daily email updates documenting progress
2️⃣ Technical Escalation Protocol
Our engineering team will:
🔸 Perform remote diagnostics (with your consent)
🔸 Analyze failure patterns using SN code tracking
3️⃣ Guaranteed Resolution Path
If unresolved after 48 hours, choose:
✅ Priority Replacement
✅ Full Refund + return
✅ other solution services according to your request
We don’t ask for forgiveness, only a chance to prove beautiful design can coexist with bulletproof tech.
Best Regards,
Chief Connection Officer
AN
Anon
Terrible customer support and terrible app
Terrible customer support, apps dont work properly, do not buy from than anything cuz they cant even make proper app or customer support to reply updated 2 days later still support is shit asking the same and same question sending same sc and videos still no help, just pathetic. if i could i would give -5 stars terrible
Response from TotwooMar 13, 2025
Dear Valued Customer,
We sincerely apologize for the frustration caused by our delayed support and app issues. This is not the level of service we aim to provide, and we take your feedback extremely seriously. Our team is actively troubleshooting the technical problems and implementing immediate improvements to our support process.
Please rest assured – even if we cannot resolve your case through initial troubleshooting, we will offer a full solution, such as a replacement bracelet, refund, or other services, based on your preference. To expedite this, we’ve assigned a dedicated agent to your case.
Kindly share your order number or contact our email at 📧[email protected] and we will provide as follows:
1. Personalized assistance within 24 hours
2. Progress updates every 48 hours
3. A guaranteed resolution path if the issue persists beyond 72 hours
We’re committed to making this right for you. Your patience during this process means the world to us.
Best Regards,
Totwoo support team
AS
AshleyAndJason
Save your money
This bracelet for how expensive is sucks. Please don’t give this company money. My boyfriend’s bracelet literally just doesn’t work at times and the lighting only lights half of the bracelet. They said that it doesn’t affect operation so it doesn’t matter. We paid so much money just for it to not work. On top of that they don’t stay tight and becomes lose so everyday wear is not an option. We were promise 3-5 Business days but my boyfriends came 8 business days later but we didn’t think much of it. Overall, the bracelet is cheaply made, customer service sucks, and more often than not it won’t be on time. I would save your money.
Response from TotwooMar 10, 2025
Dear customer,
Sorry for the inconvience that occured. Your review pains us deeply – failing you on product quality, customer care, and shipping is inexcusable. We recognize that trust isn’t just broken, but shattered. As people who also believe in meaningful gifts, we’re launching a full solution plan:
Dedicated Customer Representative: We have assigned a dedicated customer representative to assist you throughout this process. They will ensure that your concerns are addressed promptly and effectively.
Technical Team Investigation: Our technical team will thoroughly investigate the defect with your bracelet to understand the root cause of the issue. This process may take some time, but we assure you we are working to resolve it.
Replacement Proposal: Once the issue is verified, we will provide you with a suitable solution, which may include a replacement of the bracelet.
Improved Delivery Times: We are also working to improve our delivery times to prevent any future delays.
Please provide your order number or email 👉[email protected] . Our team lead will contact you within 24 hours with resolution options.
We don’t ask for forgiveness, only a chance to prove this was an aberration, not our standard.
Best regards,
Totwoo support team
D
הילה י.
I got scammed
I got scammed, they took 1k€ from me, didn't let me cancel my order, and never sent anything!
Response from TotwooMar 10, 2025
Dear customer:
Hello! We attach great importance to your feedback and deeply apologize for your unpleasant experience. To ensure that your rights are handled in a timely manner, please be sure to contact us in one of the following ways:
1. Please provide the order number, we will start the 24-hour expedited processing channel.
2. Official email: 📧[email protected](indicate "urgent complaint + Trustpilot" in the email title)
Special Tips:
▸ We will never prevent customers from canceling orders in any way. Please be wary of third-party counterfeit accounts.
▸ If you have traded through non-official channels, it is recommended that you contact the bank immediately to freeze the transaction.
We promise to investigate this matter thoroughly and give you a clear answer within [24hours] regardless of the outcome. Thank you for helping us improve our service, and we look forward to hearing from you!
Best Regards,
Totwoo support team
NR
NAZANIN R.
They were such a scam
They were such a scam! I decided to return the products and I sent it back! However, they did not refund me!
Response from TotwooMar 13, 2025
Dear NAZANIN REZAZADEH,
First and foremost, please accept our sincere apologies for the frustration this situation has caused. We deeply regret the experience fell short of your expectations, and we’re committed to resolving this swiftly. Let’s address your concerns step-by-step:
📦 Tracking the Return
Could you share the return tracking number or any proof of shipment? This helps us trace the package’s journey and confirm its arrival at our warehouse. If it’s still in transit, this could explain the delay.
⏳ Refund Timeline
Once the return is confirmed received, refunds typically process within 3–5 business days (depending on your bank/payment method). If it’s been longer, we’ll escalate this to our finance team immediately to prioritize your case.
🔍 Investigating the Issue
We’re auditing our system to check for errors in processing your refund. Sometimes, manual reviews or system glitches cause delays—rest assured, we’re on it!
💡 Preventing Future Issues
Your feedback is invaluable. We’ve already flagged this to our customer service team for retraining and are updating our refund workflows to add clearer notifications.
🤝 Next Steps
Reply to this comment or contact email 👉[email protected](indicate "urgent complaint + Trustpilot" in the email title), and we’ll:
Fast-track the refund investigation
A discount for next order (our apology for the hassle)
Follow up within 24 hours with a resolution
We’re here to rebuild your trust. A dedicated 24-hour agent to fully follow up and resolve your refund issues
Thank you for giving us the chance to fix this. We’ll work tirelessly to ensure your next experience is flawless.
Warm regards,
Totwoo support team
DG
Diana G.
Horrible customer service
Horrible customer service. The bracelets work about half the time so I wanted a return as soon as I got them. Emailed them and was totally harassed and trolled by the rep who refused to give me a return address the number on their site is out of the country. An absolute nightmare that cost me $150. DO NOT BUY THIS PRODUCT!!
Response from TotwooMar 10, 2025
Dear customer:
We're deeply sorry for the unacceptable experience you've described. This is not the level of service we strive to provide, and we sincerely apologize for the frustration, miscommunication, and inconvenience you’ve faced.
Your feedback is critical, and we take full responsibility for falling short of your expectations. We’d like to make this right immediately. To resolve this urgently, please provide your order number or contact email 📧[email protected](indicate "urgent complaint + Trustpilot" in the email title).
We want to assure you that your return has been given the highest priority. A dedicated customer service representative has been assigned to handle your case and will be available to assist you 24/7.
Your patience and willingness to give us another chance to address this would mean a great deal to us.
Thank you for bringing this to our attention. We’re committed to fixing this situation and rebuilding your trust.
Sincerely,
Totwoo support team
JR
Jamie R.
Avoid this Company
It is a privilege to post this review…because I want to warn others. Avoid this company.
The product looks nice. It has some features. But the Bluetooth range is so small, one must have their phone on them to use the bracelet…so wearing it to send a message doesn't seem the point.
I asked for a return. That took multiple emails before they agreed to accept a return and issue a credit. Which was supposed to be issued a few days after their receipt of the item back via UPS. But time passed, with unanswered emails requesting it's status. Finally, I realized I needed to enter a dispute with my credit card company. This led to multiple attempts by the company to get me to drop my dispute…after which then they promised they would issue the refund. No way I would do that. Finally, after two months the dispute was settled in my favor. That's what it took to get my money back.
Again, avoid this company.
Response from TotwooMar 13, 2025
Dear Customer,
We’re truly devastated to read about your experience. Your account of the delayed refund, unresolved communication, and the need to escalate this through your credit card company is completely unacceptable. This does not reflect our commitment to customer care, and we offer our deepest apologies.
We want to inform you that our technical team is continuously working on optimizing the features of our product to enhance its performance. We are committed to providing the best possible experience for our customers.
In the near future, we will be releasing an improved version of the product with more advanced features and refinements. We believe these updates will address your concerns and further elevate the quality of our offering. We have recently also optimized our refund process. As a result, our customers will now receive refunds more quickly and efficiently than before.
We are committed to providing a seamless experience, and this update is part of our ongoing efforts to improve our services and better meet your needs.
While we’ve processed your refund via the dispute resolution, we want to personally acknowledge the frustration and time this has cost you. .
We understand your decision to warn others, and we respect your honesty. If you’re open to it, we’d welcome a direct conversation to learn how we can improve further. Please provide your order number or email 👉 [email protected] so we can document your feedback formally and explore ways to compensate you for the undue stress caused.
Sincerely,
Totwoo support team
