Totwoo Reviews 300

Reply from Totwoo

4 days ago

Hello,

Wow! 🌟 We just read your review, and honestly, our entire team is absolutely beaming right now! Your words mean the WORLD to us – "I've never felt closer to my partner" – there is truly nothing more rewarding for us to hear than that.

First of all, THANK YOU so much for taking the time to share such a heartfelt and detailed review! 🙏 It means so much to us, especially knowing that your family member gave you these bracelets as a gift. How beautiful is that? The fact that they chose Totwoo to help bridge the distance between you and your partner is honestly so touching. Long-distance relationships are tough, and we know firsthand how hard it can be when miles keep you apart. So hearing that our bracelets are actually making a real difference in your lives? That's literally why we do what we do!

Your recommendation means EVERYTHING to us! 🙏💖 When customers like you genuinely love the product and want to share it with others, that's the best kind of marketing there is – and we don't take it for granted, not even a little bit! 🥰 We're so grateful that you would recommend Totwoo to others who want to feel closer to the people they love. That's literally our mission – to help love transcend distance, time zones, and all the miles in between!

Here's to many more sparkles, touches, and heartbeats between you and your partner! We truly hope these bracelets continue to bring you closer every single day, even when you're miles apart.

If there's EVER anything we can do to make your experience even better, please let us know! We're always here for you!

With so much love and gratitude,
Totwoo cusotmer service

Reply from Totwoo

Updated 6 days ago

Update:We apologize, we saw your email and tried to reply, but we were unable to send it to your address and it kept bouncing back. Therefore, we are contacting you here.

After carefully reviewing the screenshot you provided, we can confirm that the website where you made your purchase is NOT our official totwoo website. Please take a moment to look at the link we have included here: https://totwoo.com/ — this is our one and only official online store. As you will notice, the website in your screenshot bears no resemblance to our platform.

We must also bring to your attention that totwoo smart bracelets are crafted using fine jewelry techniques combined with advanced smart technology, and our products are never sold at unusually low prices. The significantly discounted price you encountered is a strong indicator that the item may be counterfeit. Regrettably, this means you may have been scammed, and we strongly advise you to report the transaction as fraud to your bank or payment provider immediately to protect yourself financially.


Hello,

First of all, thank you for reaching out to us, and we sincerely apologize for any frustration or disappointment you may have experienced. 😔 We completely understand how upsetting it must be to place an order and never receive it — especially when you've been waiting since February! That is absolutely NOT the experience we want for any of our customers, and please know that we take your concerns very, very seriously.

We want to be completely transparent with you: after thoroughly checking our entire order system and database, we were unfortunately unable to locate any order placed under your name or associated with your email address. 🔍 This doesn't mean we doubt your experience at all — in fact, quite the opposite! We are genuinely concerned for you, and here's why...

There has been a growing issue in recent months where scammers and fraudulent websites have been impersonating TOTWOO, using our brand name, product images, and even similar website designs to trick innocent customers into placing orders. 😡 These fake sites take people's money and simply disappear — they never ship anything, they never respond to emails, and they never issue refunds. It's a terrible situation, and sadly, many customers have fallen victim to these scams.

Based on what you've described — ordering in February, receiving nothing, no email responses, and no refund — it strongly sounds like you may have unfortunately been scammed by one of these fake websites pretending to be TOTWOO. 😢 We say this not to dismiss your experience, but because we genuinely care about you and want to make sure you get the help you need!

That said, we absolutely want to do everything we can to investigate this properly. ✅ To help us look into this further, could you please provide us with the following information? 📋

1️⃣ Your order number (if you have it — it would typically start with something like "#TT" or contain a series of numbers)
2️⃣ The exact website URL where you placed the order
3️⃣ The email address you used to place the order
4️⃣ Any payment confirmation or receipt you may have received (even a screenshot would help!)

We truly hate that this happened to you, and we want to help make it right — even if it turns out the order wasn't placed with us. 🤝 We'd rather spend time helping you than let you feel ignored.

Please reply to this email as soon as possible with the details above, and our team will jump on this immediately! We're monitoring our inbox closely and will prioritize your case.

Again, we are so sorry for this experience. You deserve better, and we're here for you! 💛 Please don't hesitate to reply — we're not going anywhere and we WANT to help!

With warmth and sincere concern,
Totwoo customer service

Reply from Totwoo

May 8, 2026

Hello,

Wow—your review just brightened our entire team’s day! 🌟 We’re thrilled to hear that connecting with us was a breeze and that your experience with Totwoo’s customer service exceeded expectations. Your kind words mean the world to us, and we’re so grateful for your trust in our brand.

Here’s a little more about what your feedback means to us:
When you mentioned how easy it was to reach our team, it reinforced our commitment to being there for you 24/7. 🤝 Whether it’s a charging issue, a styling question, or just a chat about your favorite features, we want every interaction to feel effortless and personal. Your experience shows that our dedication to fast, friendly support is paying off—and we’re already brainstorming ways to make it even better!

We’re also over the moon that you’re loving your Totwoo bracelet! 💫 From the moment we designed it, our goal was to create more than just a piece of jewelry—we wanted it to be a meaningful companion that connects you to what matters most. Hearing that it’s bringing you joy (and staying charged for all your adventures!) is the ultimate compliment.

If you ever want to share more about your Totwoo journey—or need help with anything else—here’s how to reach us:
📧 Email: support@totwoo.com

Once again, thank you for being part of the Totwoo family. We’re so excited to continue this journey with you—and we promise to keep making every moment count.

Wishing you all the best,
Totwoo customer service

Reply from Totwoo

Apr 23, 2026

Hello,

First and foremost, please accept our deepest apologies for the frustration and inconvenience you’ve experienced with your recent purchase and our customer service response. We understand how stressful this situation must be, especially given the challenging circumstances with your wife being abroad and unwell. Your feedback is incredibly important to us, and we’re truly sorry we fell short of your expectations. 😔

Let us clarify what happened and how we’re addressing it:

We’re Not Ignoring Your Issue 🛠️
When you contacted us today, our team immediately began working to resolve your problem. However, to proceed effectively, we needed to verify critical details like your order number and the specific issue you encountered. Unfortunately, without this information, we couldn’t initiate a replacement or troubleshoot the firmware problem you described.

Our Warranty Policy Guarantees Support 📜
All our products come with a 1-year warranty, and we stand by our commitment to resolve defects or errors—including those caused by firmware updates.

We’re Here to Assist You Further 🤝
We completely understand the urgency of your situation, especially with your wife’s health being a priority. Please reply to our email with the requested details, and we’ll prioritize your case.

Why Your Cooperation Matters ⚠️
Imagine if we sent replacements without verifying orders: dishonest buyers could exploit this, leaving genuine customers like you without support when they need it. By confirming details, we protect your rights while upholding fairness for everyone.

Final Thoughts 🌟
We’re disappointed to hear you describe our service as “disgusting.” That’s not the experience we want for any customer, and we’ll use your feedback to improve our processes.

Next Steps:
Check your inbox (including spam/junk folders) for our email.

Thank you for giving us a chance to make things right. We value your patience and understanding during this difficult time.

Warm regards,
Totwoo customer service

Reply from Totwoo

Apr 16, 2026

Hello,

Wow—what an absolute joy to read your review! 🥰 Your enthusiasm and kindness have truly brightened our entire team’s day here at Totwoo. From the bottom of our hearts, thank you for taking the time to share your experience and for your incredibly generous words! 🙏

We’re thrilled to hear that you’re loving your Totwoo bracelets—calling them “SUPER nice” is the ultimate compliment! ✨ Our designers pour their hearts into creating pieces that aren’t just beautiful but also meaningful, and your feedback confirms we’re on the right track. Knowing our bracelets will be part of your “perfect soulmates gifts” fills us with so much pride and happiness. 💞 After all, what’s better than spreading love and connection through something as special as Totwoo?

Speaking of joy, your recommendation of Totwoo as the go-to spot for soulmate gifts has us doing a happy dance! Once again, thank you for being such an amazing part of the Totwoo family. Your support fuels our passion to keep innovating, designing, and spreading connection. We hope your bracelets bring you and your soulmate countless smiles, shared moments, and maybe even a few sparkles of magic along the way. ✨

Wishing you all the love and light in the world! 💖

Warmest regards,
Totwoo customer service

Reply from Totwoo

Apr 11, 2026

Hello,

First and foremost, we want to extend our heartfelt gratitude 🙏 for taking the time to share such a thoughtful review about your recent experience with us. Your kind words about our customer service team have truly made our day—and serve as a powerful reminder of why we do what we do! 🌟

We’re thrilled to hear that despite the initial hiccup with your delivery, our team was able to step in and turn the situation around with proactive communication, timely updates, and solutions that prioritized your satisfaction. 😊 It’s always our goal to ensure every customer feels heard and supported, especially when things don’t go as planned.

Here’s what we’re celebrating today:
✅ Your patience and understanding during a challenging situation.
✅ Our team’s dedication to going above and beyond to resolve issues promptly.

✅ The trust you placed in us to make things right—even when it wasn’t easy.

We also want to acknowledge that delivery delays are never ideal, and we’re continuously working to improve our processes to prevent such issues in the future. Your experience has already sparked discussions within our team about how we can streamline logistics and enhance transparency for all customers. 💡

Once again, thank you for choosing us and for your incredible patience. We’re honored to have customers like you who inspire us to be better every day. Here’s to many more smooth, joyful interactions ahead! 🥂

Warm regards,
Totwoo customer service

Reply from Totwoo

Mar 30, 2026

Hello,

First and foremost, we sincerely apologize for the unexpected £59 DHL shipping fee you encountered. 🙏 We completely understand how frustrating this additional charge must be, especially after you’d already paid £27 for shipping and £124 for your bracelets. This is not the experience we want for our valued customers, and we take full responsibility for addressing this issue promptly.

Typically, when we ship orders using our standard delivery service, customers do not face extra charges upon delivery. However, in your case, DHL applied an additional fee, likely due to stricter-than-usual customs inspections during transit. While this is rare, we acknowledge that it caused significant inconvenience, and we’re committed to resolving it.

To our knowledge, this is the first time we’ve encountered such a situation with DHL, but we’re treating it as a priority to prevent future occurrences.

Our Actions to Resolve This
We’ve Contacted DHL Immediately 📞
Our team has reached out to DHL to investigate why this charge was applied and will pay this extra fee for you.. We’re pushing for a swift resolution and will keep you updated every step of the way.

We truly appreciate your patience as we work to resolve this. Your trust means everything to us, and we’re determined to make this right. If you have any questions or concerns in the meantime, please don’t hesitate to reach out—we’re here to help!

Once again, we’re deeply sorry for the stress this caused. Thank you for giving us the chance to improve and for your continued support.

Warm regards
Totwoo customer service

Reply from Totwoo

Mar 19, 2026

Hello,

First and foremost, thank you so much for sharing your experience with us—and we’re truly sorry for the shock and disappointment you felt when your package arrived containing car jumpers instead of the beautiful sun and moon bracelets you were expecting! 😔💔 We completely understand how frustrating this must be, especially since these were a heartfelt birthday gift from a loved one. You deserved a seamless, joyful experience, and we’ve clearly fallen short. Please know we’re taking this very seriously and are committed to making it right.

Our warehouse team did not pack or ship any car jumpers—your original order was prepared with care and sent directly to our shipping partner.
The issue likely stems from a mix-up by the transportation provider during transit, where your package may have been accidentally swapped with another shipment.
While this is rare, we acknowledge that the end result is unacceptable, and we’re deeply sorry for the inconvenience this has caused.

Here’s How We’ll Fix This
Immediate Replacement:
We’ll expedite a new order of the sun and moon bracelets at no cost to you.

Tracking & Updates:
You’ll receive a new tracking number via email as soon as the replacement ships, along with regular updates until delivery. We’ll also follow up personally to confirm everything arrives perfectly.

Next Steps
No action needed from you—we’ve initiated the replacement process and will handle everything from here.
Expect an email from us within 24 hours with your new tracking details.

Your satisfaction is our top priority, and we’re heartbroken that we’ve let you down this time. 💔 Thank you for your patience and understanding as we work to resolve this. We’re confident that with your support, we can regain your trust and deliver the exceptional experience you deserve.

If there’s anything else we can do to make this right, please don’t hesitate to let us know—we’re all ears! 😊

Warm regards,
Totwoo customer service

Reply from Totwoo

Mar 16, 2026

Hello,

Wow—what an absolutely amazing review! 🎉 Reading your kind words made our entire Totwo team smile from ear to ear! 😊 We’re thrilled to hear that your experience with us was nothing short of exceptional, especially during what could have been a stressful situation with your bracelet. Your appreciation means the world to us, and we’re so grateful you chose Totwo to help resolve it!

When you mentioned that your bracelet got caught in an electrical outlet (😱—what a scary moment!), our goal was to turn that worry into relief as quickly as possible. Hearing that we not only met but exceeded your expectations with our generosity and service fills us with pride! 🙌 You’re right—replacing a cherished item like a bracelet isn’t just about the price tag; it’s about restoring peace of mind and trust. We’re honored you felt supported every step of the way. 🤝

At Totwo, we believe in going above and beyond because our customers deserve nothing less. Whether it’s a small gesture or a major fix, we want every interaction to feel personal, caring, and hassle-free. 💌 Your feedback confirms that our team’s dedication to empathy, efficiency, and excellence is making a real difference. 🌼 We’ll be sure to share your review with everyone who helped—they’ll be thrilled to know their hard work didn’t go unnoticed!

What truly warms our hearts is hearing how pleased you are overall with Totwo. 🥰 Building lasting relationships with customers like you is why we do what we do. Your trust motivates us to keep raising the bar, and we hope to have the chance to assist you again in the future.

Once again, thank you for taking the time to share your experience. 🙏 Your review isn’t just a testament to our service—it’s a reminder of why we love what we do. 🌟 If there’s ever anything else we can do to make your day brighter, please don’t hesitate to reach out. We’re always here to help!

Wishing you all the best, and here’s to many more sparkling moments ahead! ✨

Warmest regards,
Totwoo customer service

Reply from Totwoo

Mar 12, 2026

Hello,

We hope this email finds you beaming with joy, just like the way your kind words have lit up our day! 🌞 Your recent review about the exceptional customer service you received from Totwoo has truly touched our hearts, and we couldn't be more thrilled to respond to such a heartwarming message.

First and foremost, we want to extend our deepest apologies for the inconvenience caused by the damage to your Totwoo bracelets during transit. 😔 We understand how special these bracelets are to you, especially as they symbolize a heartfelt gift for your long-distance boyfriend. The emotional value attached to them makes this situation even more distressing, and we sincerely regret any disappointment or frustration this may have caused.

However, we are absolutely delighted to hear that our team was able to assist you promptly and effectively. 🙌🏻 From the moment we received your certificate of damage from Evri, our primary goal was to resolve the issue swiftly and ensure your satisfaction. Your feedback confirms that our efforts did not go unnoticed, and for that, we are immensely grateful.

The fact that you mentioned being assisted "pretty much immediately" is a testament to our team's dedication and commitment to providing outstanding customer service. 💪🏻 We take immense pride in our ability to respond quickly and efficiently, ensuring that our customers feel valued and supported throughout their journey with Totwoo. Your positive experience is a shining example of what we strive to achieve every single day.

Moreover, we are thrilled to hear that we'll be sending you a replacement for your damaged bracelets. 🎉 We hope that the new ones will arrive in perfect condition and bring even more joy and connection to your relationship with your boyfriend. After all, that's what Totwoo is all about – fostering meaningful connections and spreading love across distances. 💖

Your appreciation for our prompt assistance and kindness means the world to us. 🥰 It's customers like you who inspire us to continue improving and delivering the best possible experience. Your feedback serves as a valuable reminder that our efforts are making a positive impact, and we are truly grateful for your trust and support.

Once again, thank you so much for taking the time to share your wonderful experience with us. 🙏🏻 We are honored to have you as a part of the Totwoo family and look forward to serving you with the same level of excellence in the future. If you ever need any further assistance or have any questions, please don't hesitate to reach out. We're always here for you! 😊

Warmest regards,
Totwoo customer service

Reply from Totwoo

Mar 5, 2026

Hello,

First and foremost, thank you for sharing your experience with us—and please accept our heartfelt apologies for the frustration and inconvenience this situation has caused. 😞 At totwoo, we take customer satisfaction seriously, and it’s disheartening to hear that your order hasn’t been fulfilled as promised. We’re committed to resolving this swiftly and ensuring you receive the support you deserve.

After reviewing our records, we’re unable to locate an order matching your details in our system. To help us investigate further, we kindly ask for your cooperation in providing the following information:

1️⃣ Order Number/Transaction ID: Could you share the unique order number or payment confirmation details from your purchase? This is the fastest way for us to trace your order.
2️⃣ Purchase Platform: Where did you place your order? Was it through our official website (www.totwoo.com) 🌐, a third-party retailer (e.g., Amazon, eBay), or another platform?
3️⃣ Contact Details: Could you confirm the name or email address you used to contact us? We’ve searched our records but haven’t found a matching inquiry yet.

Here’s How We’ll Proceed:
✅ If your purchase was made on our official website:
Rest assured, we’ll prioritize your case! Once we verify your order details, we’ll investigate why the tracking number isn’t working, resend your order if necessary, or issue a refund per your preference. 🚚💨

✅ If your purchase was made elsewhere:
We’ll still do everything we can to help! Please share the retailer’s name or website where you bought the item. We’ll verify whether it’s an authorized seller or flag potential fraudulent activity to protect other customers. 🛡️

Why Your Information Matters:
Without your order details, we’re unable to pinpoint the issue or take action. 🔍 Your cooperation will help us:

Resolve your case faster ⏱️
Prevent similar issues for future customers 🛠️
Identify potential scams if the purchase wasn’t made through us 🚨

Next Steps:
Please reply to this email within the next 48 hours with the requested details. We’re here to assist you!

Once again, we’re deeply sorry for the trouble this has caused. Thank you for your patience and understanding as we work to make this right. We value your trust and hope to regain it with a swift resolution.

Warm regards,
Totwoo customer service

Reply from Totwoo

Mar 4, 2026

Hello,

Wow—what an absolute delight to read your review! 🎉 We’re thrilled to hear that your girlfriend (and you!) have been enjoying the Mountain & Sea Bracelets over the past seven months. Your detailed feedback not only warms our hearts but also helps future customers feel confident in their choice. Thank you for taking the time to share your journey with us! 😊

We’re Here for the Learning Curve (and the Small Wins!)
You mentioned the bracelets can be “fiddly to connect at first”—we completely agree! 🔗 Setting up Bluetooth devices often requires a bit of patience, but we’re so glad you “got the hang of it”. 😉 Pro tip for other users: Try keeping your phone close during pairing and ensure no other devices are competing for the connection.

Customer Support: Here to Swoop In Like Superheroes
Hearing that your bracelet stopped vibrating after seven months was a bummer for us too—but your story about our support team’s lightning-fast response? That made us beam with pride! ⚡ Our team works tirelessly to ensure issues like these are resolved ASAP, and your kind words about their efficiency (replacement arranged in under 24 hours!) will surely boost their morale. Thank you for acknowledging their hard work—it means the world to us. 🙏

From Skepticism to Satisfaction: Your Journey Inspires Us!
We completely understand initial skepticism—especially with so many reviews out there. But your openness to giving us a chance (despite doubts) and your eventual satisfaction? That’s the best kind of compliment. 💌 It’s customers like you who remind us why we do what we do: to create products that connect people, literally and emotionally. 💞

Once again, thank you for being an amazing part of our community. You’ve not only made our day but also strengthened our resolve to keep improving. Here’s to many more months of seamless connections, gentle vibrations, and shared adventures! 🥂

Warmest wishes,
Totwoo customer service

Reply from Totwoo

Feb 24, 2026

Hello,

First and foremost, we’re truly sorry to hear about your experience 😔. Having funds deducted without receiving a product or refund is incredibly frustrating, and we completely understand why you’d feel concerned. Rest assured, we’re committed to investigating this thoroughly and assisting you every step of the way.

🔍 Our Initial Check: No Order Found
After reviewing your details in our system, we couldn’t locate any order matching your description under your email address or payment information. This is unusual, as all legitimate purchases through Totwoo are tracked in our database. This leads us to suspect that you may have interacted with a fraudulent or unauthorized third-party seller ⚠️.

💡 Why This Might Have Happened
Our official website (https://totwoo.com/collections/smart-bracelets) sells products at standard retail prices. If you encountered a deal significantly cheaper than listed on our site, it’s likely a scam or counterfeit operation 🚩. Scammers often impersonate brands to steal payments or personal data, and we’re deeply concerned this may have happened to you.

🛡️ Here’s How We Can Help
To resolve this, we’ll need more information to trace the transaction:

Order Number or Confirmation Email: If you received any communication from the seller, please forward it to us.
Payment Details: The date, amount (£45), and method of payment (e.g., PayPal, credit card).
Purchase Platform: Where did you buy the product? (e.g., a specific website, social media ad, or third-party marketplace like Amazon/eBay?)
👉 Share this info securely via reply or at support@totwoo.com.

⚠️ If You Suspect Fraud
Report the Transaction: Contact your bank/payment provider immediately to dispute the charge and request a chargeback.
Flag the Seller: If you purchased via a platform like Facebook, Instagram, or a marketplace, report the listing as fraudulent.
Alert Authorities: In the UK, report to Action Fraud (actionfraud.police.uk) or your local police.
🔗 Verify Our Official Channels
To avoid future scams, always purchase directly from:
Website: https://totwoo.com 🌐

Beware of fake ads, unsolicited messages, or prices that seem too good to be true—they often are!

🤝 We’re On Your Side
While we can’t process refunds for transactions outside our platform, we’ll do everything possible to help you and report the scammer. Your safety and trust matter to us, and we’re grateful you reached out.

Next Steps:
Send us the requested details ASAP.

Bookmark our official site for future purchases 🌟.
If you have questions or need guidance, reply directly.

Thank you for your patience as we work to resolve this. Together, we’ll ensure this doesn’t happen again!

Warm regards,
Totwoo customer service

Reply from Totwoo

Feb 20, 2026

Hello,

Thank you for taking the time to share your feedback with us. We’re deeply sorry to hear about your disappointing experience with both our jewelry and the accompanying app. Your satisfaction is our top priority, and we sincerely apologize that we fell short of meeting your expectations.

Regarding the Jewelry Quality & App Functionality 📿📱
We understand your frustration with the product’s quality and the app’s notification settings. If the bracelet’s functionality isn’t working as intended, our dedicated customer support team is here to assist you in resolving any issues. However, we noticed you’ve already initiated a return, and we want to assure you that we’ve streamlined our return process as much as possible to minimize inconvenience.

Why We Request Photos for Returns 📸
The requirement to submit photos is part of our effort to ensure fairness and transparency. By reviewing images of the product, we can verify its condition and confirm it aligns with our return policy guidelines. This step helps us process returns efficiently while preventing misunderstandings. However, we completely understand if this feels like an extra hurdle, and we appreciate your patience as we work to improve this process.

Your Feedback Has Been Escalated ⬆️
Rest assured, your concerns about the return process and overall experience have been documented and shared with our senior management team. We’re committed to using this feedback to refine our policies and ensure future customers have a smoother experience.

We’re Here to Help 🤝
While we can’t undo the inconvenience you’ve faced, we want to reiterate that your return request is being handled promptly. Our team will prioritize your case and provide updates as soon as possible. If there’s anything else we can do to assist you in the meantime, please don’t hesitate to reply directly to this comment.

Our Promise to You 🌟
We value your trust and are disappointed we didn’t deliver the experience you deserved. Moving forward, we’re dedicated to improving both our product quality and customer service standards. Thank you for helping us learn and grow—we hope to have the opportunity to regain your confidence in the future.

Once again, we’re truly sorry for the frustration this situation has caused. Thank you for your understanding, and we wish you all the best.

Warm regards,
Totwoo customer service

Reply from Totwoo

Feb 17, 2026

Hello,

First and foremost, we want to sincerely apologize for the frustration and inconvenience you’ve experienced with your order. Your trust in us means the world, and we’re deeply disappointed that we haven’t met your expectations. Let’s work together to resolve this promptly! 💪

We’ve thoroughly checked our records, but unfortunately, we couldn’t locate any order matching your details (ordered on January 31st for a bracelet). This is unusual, as orders placed on that date should have been shipped well before now. To help us investigate further, could you kindly provide:

Your order number ,
The email address used during checkout, or
Any other details (e.g., payment confirmation, shipping address)?

You mentioned ordering through our website—was it via https://totwoo.com/? If not, please clarify where you placed the order, as this will help us track it down faster. 🕵️♀️

Next Steps to Resolve This

Provide Order Details: Reply to this email with the requested information (order number, email, etc.), and we’ll prioritize your case.

Direct Support: For urgent help, email us at support@totwoo.com. We’re here to help!

Our Commitment to You
We value every customer and take issues like this seriously. While we’re disappointed this happened, we’re committed to making it right. Once we have your order details, we’ll:

Investigate the shipping delay,
Follow up with you personally until the matter is resolved.

Again, we’re truly sorry for the stress this has caused. Thank you for giving us a chance to improve and for your patience as we work to resolve this. Please don’t hesitate to reach out—we’re here to help! 🌟

Warm regards,
Totwoo customer service

Reply from Totwoo

Feb 16, 2026

Hello,

We were truly disheartened to read your review about the unfortunate experience you had with your electronic gift card order for Valentine's Day. We deeply regret the inconvenience and disappointment this has caused you, especially during such a special and time - sensitive occasion. Please accept our most sincere apologies for the less - than - satisfactory service you received. 🙇‍♀️

We understand how frustrating it must be to have completed the payment successfully, received the order confirmation email, but then never get the crucial gift card email with the code. We completely empathize with your situation of waiting for hours, checking spam folders, and confirming with the recipient multiple times without any success. This is definitely not the level of service we strive to provide at totwoo.

To resolve this matter as soon as possible, we need your assistance. We've conducted an initial search in our system but haven't been able to locate your order. Could you please kindly provide us with your order number? This information is crucial for us to carry out a detailed investigation into what exactly went wrong. Once we have your order number, we'll leave no stone unturned to understand the root cause of the issue, whether it's a problem with our email delivery system, a glitch in the order processing, or something else entirely.

In general, after you purchase a gift card from totwoo, you should receive an email from us containing the gift card code. During the checkout process, you can enter this code in the designated area to redeem it. We want to make sure you get the gift card you paid for and can use it as intended.

We assure you that we're committed to resolving this issue promptly and giving you a satisfactory solution. We value your business and your feedback, which helps us improve our services. Please get back to us with your order number at your earliest convenience.

Thank you for your patience and understanding as we work to make things right. We hope to have the opportunity to regain your trust and provide you with the excellent service you deserve. 😊

Best regards,
Totwoo customer service

Reply from Totwoo

Feb 14, 2026

Hello，

First and foremost, we’re truly sorry to hear about your experience! 😔 Receiving feedback like yours is disheartening, and we want to assure you that resolving this is our top priority.

After reviewing our records, we couldn’t locate an order placed under your name or email associated with the date you mentioned (February 2nd). To help us investigate further, could you kindly confirm the following details?

Where did you place your order?
Our official website is https://totwoo.com/.
Could you share your order number and the email address used during checkout?
This will allow us to track your shipment and verify the status in our system.

Did you receive an order confirmation email?
All orders processed on our website trigger an automatic confirmation email with tracking details once shipped. If you didn’t receive this, there might have been a typo in your email address or a technical glitch.
Here’s what we’ll do next:

Once we receive your order information, we’ll launch an immediate investigation.
If your order was placed with us but wasn’t delivered, we’ll either resend the bracelet or issue a full refund—your preference!
If the order was placed elsewhere, we’ll guide you on how to contact the seller for support.

Our commitment to you:
As an official brand, we take every customer’s trust seriously. 🤝 Issues like this are rare, but when they occur, we act swiftly to make things right. Your satisfaction is our guarantee, and we won’t rest until this is resolved.

Next steps:
Please reply to this email with your order number, purchase email, and any additional details (e.g., screenshots of payment confirmations). If you’re unsure about your order’s origin, feel free to share the payment method or transaction ID, and we’ll do our best to trace it.

Additional support:
For urgent inquiries, you can also reach our team directly at support@totwoo.com or via live chat on our website. We’re available 24/7 to assist you!

Thank you for giving us the chance to improve. We value your patience and look forward to resolving this promptly. 🌟

Warm regards
Totwoo customer service

Reply from Totwoo

Feb 14, 2026

Hello,

First and foremost, we sincerely apologize for the frustration and inconvenience you’ve experienced with your recent purchase. Your trust in us means everything, and we’re deeply sorry to hear that your order has not met your expectations. 😔

We’ve thoroughly reviewed our records but, unfortunately, were unable to locate any order information tied to your account or the details you’ve provided. To assist you promptly, could you kindly confirm the following?

Did you place your order on our official website (https://totwoo.com/)?
If not, please share the platform or third-party seller you used, as this may explain the discrepancy.
Could you provide your order number and the email address used during checkout?
This will help us trace your purchase in our system.
Which email address did you use to contact our support team?
Our system shows no recent inquiries from your end, so we want to ensure we’re checking the correct inbox.
A few important notes:

The orders confirmed on our website automatically receive a shipping notification with tracking details via email once dispatched. If you didn’t receive this, there may have been a technical glitch or an error in the email address provided.
We take pride in our commitment to transparency and customer care. Scamming or neglecting customers is never part of our values—we’re here to resolve issues, not create them! 💪
What happens next?
Once you share your order details, our team will:
✅ Investigate the status of your shipment.
✅ Resend tracking information if it was lost.

We understand your concern about this feeling like a scam, and we’re determined to prove otherwise by turning this experience around. As an official brand, we guarantee to honor our promises and address any problems swiftly. Your satisfaction is our priority!

Please reply at your earliest convenience with the requested details, and we’ll take immediate action. If you prefer to speak directly, feel free to share an email for faster follow-up.

Thank you for giving us the chance to make things right. We value your patience and look forward to resolving this promptly.

Warm regards,
Totwoo customer service

Reply from Totwoo

Feb 14, 2026

Hello,

First and foremost, we want to extend our heartfelt apologies for the disappointment and frustration you’ve experienced with your recent order. 😔 Your trust in us means the world, and we’re truly sorry we fell short of your expectations this time.

We completely understand your concern about the packaging—after all, surprises are meant to be just that! 🎁 The "totwoo" branding on the box is indeed part of our standard packaging design, intended to represent our brand identity and ensure authenticity. However, we wholeheartedly agree that this oversight completely missed the mark when it comes to preserving the magic of a gift, especially for a special occasion like Valentine’s Day. 💝 You’re absolutely right: neutral packaging would have been far more thoughtful in this context, and we deeply regret that we didn’t anticipate this need.

Your feedback is incredibly valuable to us, and we want you to know that we take it seriously. 🙏 We’ve already shared your comments with our product and design teams to explore ways to improve our packaging moving forward. Whether that means offering discreet options for gift orders or rethinking our branding approach entirely, your voice has sparked important conversations here. 💡

In the meantime, please know that we’re committed to making this right for you. If there’s anything we can do to salvage your experience—just let us know. Your happiness is our priority, and we’ll do whatever it takes to earn back your trust. 🌟

We also want to thank you for taking the time to share your thoughts with us. 💌 Open, honest feedback like yours helps us grow and ensures we’re constantly improving for customers like you. While we wish this interaction had been smoother, we’re grateful for the opportunity to learn and do better in the future.

Once again, we’re sorry for the inconvenience and disappointment this caused. We hope you’ll give us another chance to impress you. If you have any further questions or concerns, please don’t hesitate to reply directly to this comment or reach out to our support team at support@totwoo.com. We’re here to help, always.

Warm regards,
Totwoo customer service

Reply from Totwoo

Updated Feb 26, 2026

Update: Sorry, based on the order number you provided, this did not originate from our website. Could you please provide the website where you made the purchase? If you confirm that you have been scammed, please contact your bank as soon as possible to report it as a fraudulent transaction.

Hello,

First and foremost, please accept our heartfelt apologies for the frustration and inconvenience you’ve experienced with your recent order of sun and moon bracelets for your wife. We understand how important this gift was for Valentine’s Day, and we deeply regret that it has not arrived as promised. Your trust in us means everything, and we’re committed to resolving this issue swiftly. 🙏

Upon reviewing your feedback, we noticed that we couldn’t locate your order using the details provided in your message. To ensure we address this properly, could you kindly confirm if you placed your order through our official website, totwoo.com? If so, we’d greatly appreciate it if you could share either your order number or the email address used during checkout. This will allow us to track your shipment, investigate the delayed delivery, and resolve the tracking system error you mentioned.

We completely understand your urgency, especially given the occasion. Rest assured, once we receive your order details, our team will prioritize your case and work tirelessly to provide a solution within 24 hours. Here’s what we’ll do immediately:

Investigate the delivery delay with our shipping partners.
Resolve the tracking issue so you can monitor your order’s progress.

Your patience and understanding during this time are invaluable to us. We recognize how disappointing it must be to face this setback, and we want to assure you that we’re taking full responsibility to make things right. 💐

Please reply directly to this comment or reach out to our support team via support@totwoo.com. We’re here to help 24/7.

Thank you for giving us the opportunity to rectify this situation. We value your loyalty and hope to regain your trust with prompt, transparent service. Please don’t hesitate to share any additional details or concerns—we’re all ears!

Warm regards,
Totwoo customer service