LELO

Three years ago I had no clue this company existed. A friend started talking about how great their products were. I decided to try one and bought a few more. Top notch quality, pricey though... Excellent products. However, I did have a problem with one product. I received it, I opened the box and I could not find the registration card (warranty). I called their customer care service and the girl's English was not that great. Well, it happens with most companies today. Then I was put on hold and I hated that. However, the next person was very professional and fixed the problem. The card arrived within a few days.

All in all, this customer care "problem" is nothing compared to the quality of their products. Nobody is perfect...

I ordered a product and I was really looking forward to it. It did not arrive on time. I waited awhile. Nothing. OK, time to contact the customer service. Not so difficult, but it did take a few hours. I think that is OK. I told them that I had not received my product. They said they would look into it and get back to me. Well, it turned out that there were delivery problems in our area due to staff shortage. The product was actually very close to my home, sitting on the shelf for days. Anyway, it was fixed rather fast. Good job.

Lelo products are expensive and when they work they are fine, when they breakdown or you order through the Lelo website watch out.

We have had three of their products breakdown, when dealing with the returns, replacement and shipping problems it is not worth the hassle or the price.

They send these personal items bulk shipping style using UPS Mail Innovations and can take up to two weeks if your package is not lost.

Funny thing is Lelo provided a first class shipping label for the return which only took two days to reach the destination when shipped out on a Saturday.

You can not even properly track the shipment which in this case is very important. Makes no sense and is so disrespectful to all of their customers.

We have purchased items from other companies like Fun Factory and never had any problems or any need for returns. Lelo No Go No More!

When Lelo first launched, I thought we were going to be huge friends! High tech sex toys is right in my wheelhouse! But with having spent over $800 in 5 plus years, I'm continually let down. Why do I keep trying? I WANT to like this company. But the products fail. The company DOES NOT have an easy return policy. If it's past 12 months, and these products should last years, they bless you with a 40% discount for buying a new product. Seriously? Let's look at this:
1. Retailers buy from Lelo at a better discount than 40%!
2. This means Lelo is REWARDED for having a failed product by selling at better margins direct to consumer.
3. What would be the incentive for Lelo to improve quality control when they get a second sale on top of each original sale?

It's a brilliant strategy, and I'm sure the CEO is laughing all the way to the unemployment line. In the end, customers want quality. We are PAYING for quality! Not for a hassle and a replacement. I've noticed Lelo is loosing traction with retailers. When I've asked, I'm told it's due to the poor quality control. It's curious as to why they keep bringing new product to market, when they can't get the quality control - under control.

So no this is not a white glove high end experience. This is low quality products sold at a high price, where you are then interrogated as to if you dropped the toy, submerged it, looked at it wrong. If you survive the questioning, and don't give up on the correspondence back and forth, and you will pay to ship the product to them, they may grant you the right to spend directly with them, bypassing their retailer, and keeping the high margin sale for themself! Why the return? They know you have the product from the serial number. They know they fail. Most people won't go the extra step and ship a dirty toy to the manufacturer. It's gross, and humiliating. They know this, and use it to their advantage. Nice huh!

In contrast, I've got Hitachi Wanda that are 10 plus years old! I've had Doxy products fail, and had a replacement shipped to me same day I reported it! But not Lelo.

Classy outfit!

PS - I have voiced these concerns to Lelo on several occasions, and to date, no they have not made the situation right.

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.

I was looking forward to the product I had ordered. Two weeks passed, nada, zero. OK, I knew the circumstances were extraordinary so I waited. After almost 4 weeks I called their customer service and complained. I did not want my money back, I wanted the product. It turned out that the problem was with the local delivery company. LELO customer service were very fast and I got the product after a few days.

I ordered a product and it just went to somebody else. I waited for five days. I called their client service and asked what was going. They checked and apologised right away. I could not blame them, we are in a situation never seen before. They fixed the mistake and the product was in my hands 6 days later. The explanation was that the delivery service was a third party. I said I did not mind as long as got my product within a reasonable amount of time.

I bought a product on their web site and then I waited for two weeks. I expected it to come within 7-10 days. Impatient as I was, I contacted them. I asked where my product was. They said they were having some problems because of the pandemic. Well, they should have sorted it out before so I said I wanted my product as soon as possible. OK, maybe I exaggerated a bit, but my money, my product. Just send it. Well, 5 days later, the product arrived. I heard that there were really some shipping delays in my area, but still... On the other hand, they were really professional and fixed it. I am happy with their reaction but not with the time it took to get the product. Even if it is not their fault, and it seems it was not, they need to fix it or inform people about delays.