Review Time
LELO markets itself as a pinnacle of luxury and engineering, yet my experience has been anything but premium. I have now cycled through two separate SMART WAND™ 2 Large units in just a few months, both of which failed to meet even the most basic functional standards. The first device lasted for exactly one use before becoming entirely unresponsive. After the inconvenience of seeking a replacement directly through LELO, the second unit arrived completely non-functional—failing to power on or even acknowledge a charge.
For a device positioned at a $200 price point, this level of technical failure is inexcusable. A brand cannot claim 'luxury' status while consistently shipping hardware that arrives dead on arrival. It is deeply disappointing to see a company prioritize high-end aesthetics and marketing over fundamental quality control and reliability. If you are looking for a sophisticated product that actually functions as advertised, I cannot recommend this brand
LELO markets itself as a pinnacle of luxury and engineering, yet my experience has been anything but premium. I have now cycled through two separate SMART WAND™ 2 Large units in just a few months, both of which failed to meet even the most basic functional standards. The first device lasted for exactly one use before becoming entirely unresponsive. After the inconvenience of seeking a replacement directly through LELO, the second unit arrived completely non-functional—failing to power on or even acknowledge a charge.For a device positioned at a $200 price point, this level of technical failure is inexcusable. A brand cannot claim 'luxury' status while consistently shipping hardware that arrives dead on arrival. It is deeply disappointing to see a company prioritize high-end aesthetics and marketing over fundamental quality control and reliability. If you are looking for a sophisticated product that actually functions as advertised, I cannot recommend this brand
I’m so frustrated with these products. I’ve been a customer for ten years and I feel like quality has plummeted. The first sona cruise purchased was awesome, lasted 5 years, was powerful and I had no complaints. But now I have had to buy a replacement every year or switch to a completely different product. The quality is not what it was, the vibrations have definitely reduced in terms of power, and the vibrator breaks annually, just outside of warranty, almost on the nose and to the point where I have to ask if it was designed this way intentionally? Most companies are sketching to subscription models to get monthly consistent income. Is this Lelo’s way of getting $10-$15 bucks a month from users? I loved this toy, but it’s time for me to start looking elsewhere.
The Soraya beads I ordered from Lelo arrived with the hygienic tamper seal open/not pressed down properly to begin with and fingerprints all over the packaging and on the toy inside !The toy was shipped from the Amazon warehouse.I am dealing with Andrea at Lelo customer service and my initial email was two weeks ago and I am still trying to get this sorted. I wanted to give this as a Valentines gift, but that plan was thwarted by the fingerprints and drawn out response time from Lelo.They say they will replace the product and they have offered no other ideas on how to address the problem other than replacement.I requested a refund and they say they'll give it to me when they receive the returned toy. I would like the refund to be issued at the same time as I return the toy.And I would like to give my money to a company that shows that they value their customers through their actions. I'll be no longer shopping with Lelo. This has been a disturbing and unpleasant experience.
I placed my order on 07/02/2026. On 11/02/2026 I received an email saying it was delivered. It was not delivered to me. When I contacted support, I was first told the parcel had been handed to someone who is not me and not anyone in my household. Later, the story changed and I was told the courier had "talked to us" – yet no documentation was provided to support any of this.To date, they have provided:No Proof of Delivery (POD), other than a fake signature that is just randomNo signatureNo delivery photoNo name of recipientNo exact drop off location or any verifiable evidenceTheir public response is also misleading. As the seller, they are the contracting party with the courier and the responsible party for delivery to the customer. Pushing the customer to "dispute it with the courier" while refusing to provide POD or open a proper delivery investigation is not acceptable.Until they can document delivery to me, the order is not fulfilled. Based on how this has been handled and how the story keeps changing, I cannot recommend buying from them.Always love the answers from companies! Actually told them I needed a refund OR gift card as I needed it for the weekend. They said no and ignored everything else!Proof of delivery was an unreadable signature — and they even admitted they delivered to the wrong person!Again, liar liar pants on fire!Update: They refused to take responsibility, so I raised a dispute with my card provider — and I won. Their own documentation was not good enough to prove delivery. My bank agreed. If a company won't make things right, your card provider might.
I made a purchase and upon arrival the item was defective and would not charge or turn on. I requested a refund and agreed to sending a video as proof, but the company is refusing to return my $100. I may as well have lit a $100 bill on fire. I will never buy from them again!
I bought LELO dot cruise vibrators. I am very disappointed. It's not worth even £1. Never buy anything from the company LeLo. I did not try or use the item, but the company refuses to exchange it. I will never buy anything from LELO. I hope the LeLo company goes bankrupt.
Appalling company - avoid at all costs, you will regret the day you ever ordered from them. Deceitful and evasive customer service and impossible terms and conditions. Their products are all cheaply made in China with no concern for human rights but they try to imply they're Swedish made.
Claim your business profile now and gain access to all features and respond to customer reviews.
Swedish designer brand and the world's leading provider of intimate lifestyle products, covering bedroom accessories, high-quality pleasure objects and luxurious massage candles and oils.
