Totwoo Reviews 300

Reply from Totwoo

Updated Mar 26, 2025

Dear Madelene,

We were deeply saddened to read your recent feedback regarding your purchase experience with us. We sincerely apologize for the inconvenience 🙏, frustration, and disappointment caused by the delay in processing your refund and the lack of clear instructions provided.

To address your concerns and rectify the situation, we would like to offer the following comprehensive solutions:

1. Dedicated Customer Service Representative: We apologize for the confusion and frustration caused by our previous responses. To ensure that your issue is resolved promptly and efficiently, we will assign a dedicated customer service representative (24 hours) to provide personalized assistance and ensure that your concerns are addressed. They will be available to answer any questions or provide further support as needed. Kindly share your order number or contact our email at 📧support@totwoo.com.

2. Immediate and Full Refund Processing: We understand the importance of your satisfaction and deeply regret the delay in processing your refund. Once we have investigated the results and you receive your full refund within the next business day.

3. Comprehensive Review and Improvement of Customer Service: We take your feedback seriously and are committed to improving our customer service. We will conduct a comprehensive review of our processes and procedures to identify areas for improvement. We will also provide additional training to our customer service team to ensure that they provide prompt, friendly, and helpful service to all our customers.

4. Future Discount as a Token of Appreciation: As a token of our appreciation for your patience and understanding, we would like to offer you a discount code for your next purchase with us. This is our way of saying thank you for giving us the opportunity to make things right.

We deeply regret the inconvenience caused and appreciate your patience and understanding. We value your feedback and are committed to providing a better experience for you in the future. If you have any further concerns or questions, please do not hesitate to reach out to your dedicated customer service representative. Thank you for your time🫶.

Best Regards,
Totwoo support team

Reply from Totwoo

Updated Mar 26, 2025

Dear Valued Customer,

We are truly sorry to hear about the awful customer service experience you've had with us. We deeply regret the inconvenience and disappointment caused by the faulty bracelets and the lack of response to your refund request. We are devastated that our failures disrupted the meaningful connection you sought with your daughter.

To address your concerns and restore your trust in us, we are committed to the following actions:

Personalized Assistance:

✅ We will upgrade your account to our VIP customer.
✅ A 24hours dedicated customer service representative will be in touch with you shortly.
✅ Personally assist you with any further issues or concerns you may have.
✅ Please email your order number to 👉support@totwoo.com with “Urgent Complaint + Trustpilot” in the subject line.

Improvement of Customer Service:

✖We take your feedback seriously and are committed to improving our customer service standards.
✖We will be reviewing our internal processes to ensure that such incidents do not occur in the future.

Technology Resurrection：
🔧 The technical team will check your account logs and troubleshoot
🔧 Precisely troubleshoot the problem and provide solutions for the problem

We sincerely apologize for the inconvenience this has caused and appreciate your patience. We value your business and are committed to providing you with a better experience in the future. If you have any further questions or need assistance, please do not hesitate to contact us.

Thank you for bringing this to our attention.

Sincerely,
Totwoo support team

Reply from Totwoo

Updated Mar 27, 2025

Dear Valued Customer,

First and foremost, please accept our sincerest apologies for the frustration and inconvenience caused by your recent experience. At Totwoo, we hold ourselves to the highest standards of service, and we are truly disheartened to have fallen short of your expectations. Your feedback is invaluable, and we are fully dedicated to resolving this matter promptly and restoring your trust in our brand 🫶.

Here’s How We’ll Make This Right:

1. Priority 24-Hour Support
A dedicated senior agent has been assigned to your case for immediate resolution. To expedite the process:

Reply directly to this message with your order number, OR

Email us at support 👉@totwoo.com with the subject line: “Urgent Complaint + Trustpilot”
Our team will reach out to you personally within 24 hours to address your concerns.

2. Your Options for Resolution
To respect your preferences, we offer two tailored solutions:

Option 1: If your order has not yet shipped, we will apply a compensatory discount to your purchase* + complimentary express shipping to ensure swift delivery.

Option 2: Receive an immediate full refund + a future discount code as a gesture of goodwill for your next order.

3. Additional Goodwill Gesture
Regardless of your choice, we’d like to offer you an exclusive discount code for any future purchase, valid for 2 months. This is our way of thanking you for your patience and giving us the opportunity to serve you better.

Important Reminder:
To ensure we assist you effectively, please confirm whether your purchase was made through our official website:
🔗 https://totwooglobal.store/collections/smart-jewelry
We’ve noticed unauthorized third-party websites falsely claiming to represent Totwoo, which may cause delays or issues in communication. If you purchased elsewhere, please let us know—we’ll still investigate and advocate for you.

Our Commitment to Improvement
This incident has prompted a thorough review of our processes to prevent future occurrences. We deeply appreciate your understanding and the chance to rectify this situation. Your satisfaction remains at the heart of everything we do.

Thank you for being part of the Totwoo family. We look forward to rebuilding your confidence in us. ❤️

Warm regards,
The Totwoo Support Team

Reply from Totwoo

Updated Mar 27, 2025

Dear Valued Customer,

Thank you for taking the time to share your detailed feedback regarding your recent experience with Totwoo. We are truly heartbroken to learn that our service fell short of your expectations, particularly with the handling of your refund request. Please know that your experience is not reflective of our values, and we are fully committed to rectifying this situation and rebuilding your trust.

✔️Immediate Resolution & Personal Attention

We understand the impact that this situation has had on your trust in Totwoo, and we want to assure you that we are taking your concerns very seriously. We have assigned a dedicated team member to personally oversee your case and ensure that the refund process is expedited without further delay.

Direct Liaison within 24 hours: A senior customer care specialist, will oversee your case personally. Please provide your order number or 📧support@totwoo.com(indicate "urgent complaint + Trustpilot" in the email title

✔️Accountability & Systemic Improvements
Policy Overhaul:

We are conducting an end-to-end audit of our refund process, including protocols for lost/undelivered items.

New escalation pathways will be implemented to ensure urgent cases like yours are prioritized.

✔️Staff Training:

Mandatory refund-handling workshops for all support teams, with a focus on empathy and efficiency.

Introduction of a customer feedback loop to identify recurring issues proactively.

Enhanced Customer Support Infrastructure:
We recognize the importance of having a responsive and reliable customer support system. To this end, we are investing in improving our phone lines and ensuring that they are operational and staffed with trained representatives during all business hours. We also provide alternative communication channels, such as email and online chat, to ensure that our customers can reach us in the most convenient way possible.

Final Note:
We understand apologies alone cannot undo the inconvenience, but we hope our actions demonstrate our commitment to earning back your trust. Thank you for your patience and for pushing us to do better.

Sincerely,
Totwoo support team

Reply from Totwoo

Updated Mar 27, 2025

Dear Valued Customer,

Thank you for promptly sharing the detailed proofs, receipts, and screenshots related to your order. We are truly disheartened by the delays in resolving this matter and fully acknowledge the frustration this has caused. Your patience and thoroughness in documenting the issue are deeply appreciated, and we want to assure you that your case is now our top priority.

VIP Upgrade and Dedicated Support:

To show our commitment to resolving this matter quickly and effectively, we have decided to upgrade your account to a VIP status. This will allow us to assign a dedicated senior support staff member to personally oversee and expedite the resolution of your case.

Next Steps: To facilitate the resolution process, please provide us with your order number or email us at support@totwoo.com with the subject line "Urgent Complaint + Trustpilot". This will help us to quickly identify and address your case.

Review of Submitted Proofs:

We will carefully reviewed all the proofs you have submitted. We understand the frustration you are experiencing and want to assure you that we are taking this matter very seriously. Our team is currently investigating the status of your order and will provide you with an update as soon as possible.

Accelerated Resolution:
In light of your patience and the proofs you have provided, we are prioritizing your case and working to resolve it as quickly as possible. We will expedite the shipping of your bracelets and keep you informed of any progress.

We offer two tailored solutions that address the inconvenience caused by the delay in your order.

Option 1: Compensatory Discount + Complimentary Express Shipping

If your order has not yet shipped, we will apply a compensatory discount to your purchase. This discount will reflect our appreciation for your patience and understanding. Additionally, we will provide complimentary express shipping to ensure that your order arrives as swiftly as possible. With this option, you will receive your products in a timely manner and enjoy a reduced price.

Option 2: Immediate Full Refund + Future Discount Code

If you prefer, we can process an immediate full refund for your purchase. This will be done promptly to minimize any further inconvenience. As a gesture of goodwill, we will also provide you with a future discount code that you can use for your next order. This discount code will allow you to enjoy savings on your future purchases with us, as a token of our appreciation for your trust and loyalty.

Customer Support Commitment:
We deeply regret the poor customer service experience you have had with us. Please know that we are committed to improving our support infrastructure and ensuring that such issues do not arise in the future.

This level of service disruption is unacceptable, and we are grateful for the opportunity to regain your trust through concrete actions.

Best regards,
Totwoo support team

Reply from Totwoo

Updated Mar 27, 2025

Dear Peter,

Thank you for taking the time to share your experience with us. We deeply regret any inconvenience or distress caused by the unauthorized use of your Monzo Visa card😔.

🙏Sincere Apologies: We want to extend our sincere apologies for the security breach that led to this incident. We take the security of our customers' financial information extremely seriously and are committed to taking all necessary measures to prevent such occurrences in the future.

📢Refund Process: We are relieved to hear that the entire refund process was completed within six days, and your money has been safely returned to your Monzo account. We are grateful for your understanding and patience during this time.

👉Ongoing Investigation: We are actively working with Monzo's fraud team to investigate this matter and take appropriate actions to prevent similar incidents. We assure you that we are constantly enhancing our security measures to protect our customers' financial data.

This may be a case of credit card fraud by scammers, we want to take this opportunity to provide you with some important security tips to help protect your financial information in the future:

Use Strong Passwords: Ensure that you use strong, unique passwords for your online banking and shopping accounts. Avoid using easily guessable or common passwords.

Enable Two-Factor Authentication: Where possible, enable two-factor authentication to add an additional layer of security to your online accounts.

Be Cautious with Personal Information: Be careful with your personal information and avoid sharing it with untrusted sources. Scammers may use this information to access your accounts.

Use Secure Connections: When shopping or banking online, make sure you are using a secure connection (HTTPS) and that the website is legitimate.

We are committed to ensuring the security of our customers' financial information and will continue to take all necessary measures to protect your data. If you have any further concerns or questions, please do not hesitate to reach out to us.

Thank you once again for your feedback. We look forward to serving you better in the future.

Best regards,
Totwoo support team

Reply from Totwoo

Updated Mar 28, 2025

Dear Valued Customer,

We sincerely apologize for the frustrating experience you've had with our customer service and the delay in receiving your replacement bracelet. We understand how disappointing and frustrating this must be for you 😔, and we take full responsibility for the inconvenience caused.

Here are the key points we want to address in response to your feedback:

Acknowledgment of the Issue:
We acknowledge that your bracelet broke and that you were initially informed you qualified for a replacement.

We understand that despite paying for the shipment, you have not received the replacement or any response to your emails for over a month.

Apology for the Delay:
We deeply apologize for the delay and the lack of communication from our side. This is not the standard of service we strive to provide, and we recognize that we have let you down.

Immediate Action:
We are taking immediate action to investigate the status of your replacement bracelet.

Our customer service team will prioritize your case and provide you with a clear update within 24 hours.

Communication and Follow-Up:
We commit to keeping you informed every step of the way until your issue is resolved.

You will receive regular updates from our dedicated customer service representative until you have your replacement bracelet in hand.Please provide your order number or email 👉 support@totwoo.com(indicate "urgent complaint + Trustpilot" in the email title .

Compensation for the Inconvenience:
As a token of our apology for the inconvenience caused, we would like to offer you a discount on your next purchase

Preventing Future Occurrences:
We are reviewing our customer service workflow to ensure that such delays and lack of communication do not happen again.

We are implementing stricter timelines and follow-up procedures to ensure prompt responses to customer inquiries.

We truly value your business and your feedback. We understand that your trust in us has been shaken, and we are committed to doing everything we can to regain it.

Thank you for your patience and understanding. We appreciate your continued support and look forward to resolving this issue to your satisfaction.

Best regards,
Totwoo support team

Reply from Totwoo

Updated Mar 28, 2025

Dear Valued Customer,

We are deeply sorry to hear about the concerning situation you've encountered with the receipt of two love bracelets that you did not order. We understand the seriousness of potential matter and the frustration you must be feeling with the lack of assistance from our side. Here are the key points we want to address in response to your feedback:

Apology for the Lack of Assistance:
We sincerely apologize for not being more helpful in providing you with the information you requested regarding the Mastercard used for the purchase.

We recognize that this has added to your stress and frustration, and we take full responsibility for not addressing your concerns adequately.

Immediate Investigation:
We are initiating an immediate investigation into the matter to determine how these bracelets were sent to you and to identify any potential unauthorized use of your personal information.

Our security team will review our records and work with the payment processor to trace the transaction and provide you with the necessary information.

Provision of Information:
We commit to providing you with the name or bank associated with the Mastercard used for the purchase, to the extent that we are legally allowed to do so.

We understand the importance of this information for you to take the necessary steps to protect your identity and financial security.
Support and Guidance:

We will offer you support and guidance on how to proceed, including advice on contacting the relevant authorities and credit bureaus to report the potential fraud.

Our customer service team will be available to assist you with any further questions or concerns you may have.please provide us with your order number or email us at 📧support@totwoo.com with the subject line "Urgent Complaint + Trustpilot". This will help us to quickly identify and address your case.

Preventive Measures:
We are reviewing our security measures to ensure that our systems are not vulnerable to unauthorized access or fraud.

We are committed to taking all necessary steps to prevent similar incidents from happening in the future.

We understand the gravity of the situation and the impact it has had on your peace of mind. We are taking this matter very seriously and are committed to resolving it to your satisfaction.

Best regards,
Totwoo support team

Reply from Totwoo

Updated Apr 1, 2025

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 👉 support@totwoo.com(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

Reply from Totwoo

Updated Apr 1, 2025

Dear Ashley Kuzmicki,

We’re truly appalled by your experience and take full responsibility for the errors and frustration you’ve endured. Your feedback is critical, and we’re acting immediately to resolve this and improve our processes. Here’s how:

Incorrect Item & Return Hassle:
We’re investigating how the wrong item was shipped and have flagged this for urgent corrections. A prepaid return label will be emailed to you today—no costs required. Simply return the item, and we’ll prioritize resendling the correct bracelets.

Communication Breakdown:
Your experience highlights systemic failures. We’ve reassigned your case to a dedicated agent who will contact you within 24 hours to oversee a seamless resolution, ensuring no repetitive requests or delays. Please reply “order numder” here, or 📧support@totwoo.com(indicate "urgent complaint + Trustpilot" in the email title).

Accountability & Change:
Your feedback is shared with leadership. We’re retraining teams on error prevention and streamlining returns to eliminate bureaucratic hurdles.

Apology & Reparation:
To begin mending this, we’d like to offer [a discount] on your corrected order for the inconvenience.

We know trust is earned, and we’re committed to rebuilding yours. —we won’t stop until this is resolved 🙏.

Best regards,
Totwoo support team

Reply from Totwoo

Updated Apr 1, 2025

Dear Missy Nzeh,

We’re profoundly sorry for the defective bracelets, the frustrating refund process, and the impersonal responses you’ve received. Your experience is unacceptable, and we’re taking immediate steps to resolve this and prevent future failures. Here’s our commitment to you:

1. Dedicated Support Specialist:
A member of our executive customer care team will contact you today to personally oversee your case, ensure clarity, and prevent repetitive communication. Please provide your order number or contact email 💌support@totwoo.com(indicate "urgent complaint + Trustpilot" in the email title).

2. Technical Investigation & Upgrades:
Our engineering team is specifically analyzing your bracelet issues to pinpoint and resolve defects. We’ve already released app/firmware updates to stabilize connectivity.

3. Free Replacement Guarantee:
If technical solutions fail, we’ll provide a brand-new replacement bracelet at no cost, ensuring you receive a fully functional product.

4. Priority Refund & Return:
If the above solutions do not meet your expectations, we can help with free returns and exchanges, ensuring that return and exchange requests and refunds will be processed within 24 hours.

5. Internal Overhaul:
Training: All agents will retrain on empathy, problem-solving, and escalation protocols.
Process: Streamlining returns/refunds.

**Accountability & Reparation*:
To begin rebuilding trust, we’re offering [A future discount orders] as a gesture of goodwill.

**Your Voice Matters*:
Feedback like yours drives change—we’ve shared this with leadership and are implementing audits to prevent recurrence.

We know actions speak louder than words. We won’t rest until this is resolved to your satisfaction💕.

Sincerely,
Totwoo support team

Reply from Totwoo

Apr 9, 2024

Thank you for updating about your package. We're glad you finally received your order and apologize for any mix-up.We're thrilled to hear you're loving the bracelets and your feedback on their quality is much appreciated. We always strive to deliver exceptional customer service and top-quality products.If you have any questions or concerns, feel free to reach out to us.Thank you for your support, and we look forward to serving you again soon.

Reply from Totwoo

Updated Apr 2, 2025

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👉 📧support@totwoo.com(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

Reply from Totwoo

Apr 2, 2024

We are so sorry for your inconvenience. Please contact our official customer service for assistance. please email support@totwoo.com.

Reply from Totwoo

Updated Apr 3, 2025

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 📧support@totwoo.com(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

Reply from Totwoo

Updated Apr 3, 2025

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 📧support@totwoo.com 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

Reply from Totwoo

Apr 2, 2024

Thank you for your recognition and support! We are honored that the Totwoo bracelet is favored by you for its stylish design and unique features. The product is delivered on time and the operation is simple and convenient. It is not only a fashion accessory, but also a bridge of emotional communication. We highly recommend this smart jewelry to friends in long-distance relationships!

Reply from Totwoo

Updated Apr 4, 2025

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👉 📧support@totwoo.com] with further thoughts.

Sincerely,
Totwoo support team

Reply from Totwoo

Updated Apr 8, 2025

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👉 support@totwoo.com(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

Reply from Totwoo

Apr 2, 2024

Thank you for loving Totwoo!!!