I ordered a product and waited for two weeks. Nothing. I contacted LELO customer service and they said it should have arrived. I asked them to check again. Half an hour later they informed me that there was a misunderstanding with the local delivery company due to some Covid rules. 3 days later the product arrived.
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.
Over three weeks no product.
I just want a refund.
If I had product I would return - but can't.
Will never purchase again from Lelo.
Customer support - well, it's customer hell.
After a few days of receiving my toy it stopped working. I got mad, asked for a new one. It was fairly easy to reach the company but the negotiation lasted a bit longer than I expected. I understand that this product is specific, Covid and everything but I wanted a new one or my money. They contacted me two days later and fixed the problem.
My toy got lost. No idea how. I contacted their customer service. I gave them all my info and they said they would call me as soon as possible. I got the call the following day. There was some problem with the delivery company. They asked me if I could be patient, they would solve it soon. 5 days later I received my toy.
I ordered one toy and got another. That really made me angry. I was looking forward to using it but I couldn't. LELO's customer service was OK. No time wasting and usual questions. The product I had ordered arrived ten days later. Good customer service, weird shipping mistake.
I contacted LELO's customer care because I did not receive the manual with the product. They told me I could download it from their website. However, if they say that there is a manual in the box, with the product, then it should be. Not a big problem, of course, but it is something I do not like. The product is really good but they need to fix some things.
I bought one of their toys I was really surprised. After two years it is still going strong. I do not have to recharge it often and the design is beautiful. Silicone is the key because it does not hold bacteria (it is much easier to clean this toy)...
I had a problem with the charger of my toy. It just would not work. I tried everything, but it just did not work. The toy was new. I asked LELO what to do. They were nice and sent me a new charger. However, I did wait for almost two weeks to get it. They need to improve this segment of their business. As for the product, it is great.
It is not easy to call customer service when it is about a sex toy. It can be tricky. This time it was not. I ordered a rabbit vibrator but the smaller arm did not function properly. I tried everything and then I called the company. I knew they would ask me some questions so I got ready as much as possible. A polite voice on the other side did ask me a few questions. After a few minutes my problem was solved. I was told to fully recharge the toy three times and call back. I did because that solved the problem.
I spent one day trying to get in touch with them. I had a problem with one product and needed some advice. Once they responded, it was an easy ride. However, it took them one day to respond to a chat message. Maybe I should have used some other options, why the chat options is there and is supposed to be the fastest. The rest was OK.
I ordered some toys for my birthday two weeks ago and it's caught in limbo with ups. Ups said that they can't do anything unless seller contacts them to open investigation. Costumer rep at lelo said They don't do that, so they are shipping out another package. I don't need another package I need mine that I ordered two weeks ago! Tried to three way lelo with ups rep and Lelo isn't answering my calls now. Seems like a scam business to me!
Hi K. H.
Thank you for sharing your honest feedback.
I'm so sorry your delivery is taking a long time to reach you.
Sadly, during this time there are delivery delays and general disruption to regular services globally and for this reason, we have made sure to include a notice at the checkout page that you may experience a delay with your order, for which we profusely apologize for.
I completely understand and share your frustration that the order is taking so long to reach you. Unfortunately once the item leaves our warehouse LELO does not have any influence over the delivery process. As such, we have offered to ship a new package with a different courier to you.
Please do reach back to us regarding the specifications of your order and the status of your package so we can make this right by you.
Judy@Team LELO
I love LELO's products and I could not wait to the to open the one I had ordered. Opened the box and the color was wrong! It might not seem a big deal, but it was to me. Angry, I called their customer service, ready to teach them a lesson. I was out of line but the voice on the other side calmed me down. I could not believe they had sent me the color I did not want. Anyway, after a week, the right color was in the box, at my home. I was satisfied and that is what mattered.
I had some questions about a product and I asked their customer service. Sure, I had to wait for some 10ish minutes, but that is reasonable. It can be much worse. They were very knowledgeable and gave me straight answers that I needed. I ordered the product and received it as promised. Very satisfied.
I was so happy, the product arrived, I was ready to use it. Then... the charger was not in the box. I was so angry and called customer service. I was ready to shout but they were really professional so I did not. 5 days later I had the charger in my hand. The girl's English could be better, but she was really professional.
I ordered last Tuesday, and got an email confirmation. The email said I'd get a follow up email saying that it had shipped. I hadn't gotten one so I finally reached out to their support email. Went back and forth, and they gave me a tracking number. I clicked on the tracking number and it said that it had been delivered today but in MARYLAND! The shipping address on the order was NOT intended for Maryland; NOT EVEN CLOSE! I tried calling, I tried emailing, no one has responded yet. I feel like I just wasted $70! No one has offered me any kind of compensation or at least answers! How do I get in contact with these people?!? This is frustrating and ridiculous! I feel like I'm never going to get my order!
Dear Kaylee,
Thank you for leaving your feedback and we are terribly sorry to hear about this situation!
It's definitely not our intention to cause such a hassle with the shipping process! Please know that if you're already in the contact with us in regards to this matter we will make sure to rectify this situation. It may be that our phone lines are busy so please feel free to leave us a voicemail and we will follow up. Additionally, our other contact information can be found under ''Contact Us'' and once you do we will reply as soon as possible. Kind regards, Astird@LELO
I preordered LELO's F1s some ten months ago and I was waiting for a long time. Just when the product became available, I found that that shipping would take 14 additional days of waiting. I just could not take it any more and I contacted their customer service. I said I did not want to wait so long and the woman who responded said that it could be arranged, faster shipping, another carrier. The product was in my hands 7 days later. Two weeks was too much, one acceptable. Still not happy about the whole waiting thing but the customer service woman was polite, professional and I thank her.
I am a fan of LELO products and I buy them from time to time. I am never disappointed, they deliver quality products. However, I had a problem a month ago. I received the product on time but somehow I did not get the charger. I used the charger of another LELO toy that I had so it was not a big deal but I wanted them to send me the charger I had paid for. I had to call and call and I got it 3 weeks later. 5 stars for the product, 2/3 stars for their customer service. I guess 4 stars is the objective rating.
I bought LELO's F1s device and could not use it with the app. I had no idea why, did my best and contacted their service for customers. I did wait a little and, of course, I hate that, but the response I got was what I needed. I got the instructions, I followed them and the device was working, no more problems with the app. Good job.
I ordered a toy during lockdown and I received it really fast. However, the number for warranty registration, was not in the box. I was looking for it but I just could not find it. I contacted their customer service and I got a reply 15 minutes later. I got my number. Good job.
Overview
LELO has a rating of 2.4 stars from 61 reviews, indicating that most customers are generally dissatisfied with their purchases. LELO ranks 54th among Adult Products sites.
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- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
- Sitejabber has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
Hi William, thank you for your honest feedback, and I truly apologize for the lengthy delivery. If you ordered with the regular shipping option and it has been more than 14 business days, please contact our Customer Care department for further assistance with your package. There can be various reasons for a delay, so we would need to look further into this to see what may have caused the issue and to come up with a solution. Kind regards, Keca@LELO