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I love the fact that Lelo has a really good warranty, because their toys break down in less then 5 years, typically. But actually receiving the warranty is awful.
Everything is done through email, which takes the reps multiple days to respond. Very rarely do they answer the phone, and they've never returned my calls.
They give you the runaround when you submit a claim, ask many questions, then argue with you. Most companies take your word that the product is defective. After they received the product, it took over a week - multiple emails, calls, and reaching out on Instagram to get the discount code. Rep said he already sent it, and STILL didn't send it (via email, of course). All to find out I couldn't use the code because everything was on sale (can't be combined - which they knew).
The saga continued.
They charged my credit card for 2 items, refused to refund me. When the 2 products came in the mail, I reached out again. Took them over 2 days to send out a return label. Had to send proof it was unopened, etc. Took about a week to receive refund.
Obviously, they're ether understaffed, or unorganized.
Absolutely horrible experience that lasted over a month. 3 stars because I like the products.
Tip for consumers:
Eventually you’ll get what’s needed, but don’t expect any speedy service. Like at all.
Products used:
Lelo Sila
I bought my first Chloe bag, and the quality is amazing! The description mentioned why it received their rating of "very good", but you never know what it'll look like in person. It came with the auth. Cards, booklet, etc. and in beautiful condition! Super happy! Got a great deal on it since the color isn't sold in stores, but the bag still is. $639 for a $1400 bag! <3
Tip for consumers:
I ordered a Chanel from the RealReal in 2011, and was pretty disappointed with the way it was folded in storage (I’m assuming, since the bag always retained this shape). I heard similar stories as well. But this purchase totally changed my perception of the site! Blown away.
Shipping received a lower review due to shipping costs being a bit high. ($11), but was accurate with the delivery time.
Products used:
Chloe small Faye bag - dark green
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Hello Rebecca,
Thank you for your honest feedback, and I truly apologize for any frustration our warranty process caused you.
We have checked your communication with our agents and are happy to see the issue was resolved in the end, and your warranty code was honored and you received your refund successfully.
I'm sorry for the delayed process, but as you ordered the Sila item twice and wanted to return the duplicate one, we unfortunately needed to check that the item was still unopened and unused, as we cannot accept opened or used returns for a refund, due to the intimate nature of our products.
As for our warranty process, our policy requires the returning of a faulty device so that we may test it to improve and better serve our customers, after which the tested item is properly disposed off in the most controlled conditions.
Once again, I am sorry about any complication with your warranty process or if the communication was prolonged due to the return of the extra item, but please know we are always determined to resolve your case as soon as possible and never leave any case unattended. That is why I am happy to see that both your warranty and return were already resolved completely.
Should you have any further questions or concerns, please don’t hesitate to contact us.
Best regards,
Lilly@LELO