lelo.com

Rude Customer "Support"

We purchased a Tor3 device. We persevered multiple times, but every single time our bodies fully converged the deivce would lose Bluetooth connection and therefore lose all control from the app. It was most unsexy having to repeatedly stop and reconnect Bluetooth and try again, but simply this device does not work if covered, which kind of defeats the object. That did not bother us so much, we love Lelo's products, so we said ok, we will claim under warranty and get this sorted, that is when the problems started. As seems to be the case now with any customer service issue or warranty claim from any business, the intent seems to be to delay, obfuscate, and frustrate to the point of forcing the customer to give up. We keep getting more and more questions and being asked to jump through more and more hoops as to the point of ridiculousness. The latest request was "Can you send a video of the issue?". I nearly fell off my chair. I pointed out that this is not something I am at all comfortable with and is a ridiculous question to ask. They then argued, "Oh no, we only meant covering with your hand and videoing the issue". I once more argued that I do not feel it is fair or equitable to ask a customer to hold a sex toy in their hand and create a video from their house in this manner, whether it is in normal use or not. Alongside this was a further 6 questions in great detail as to how it was charged and where. We have already provided lots of this information and provided two separate proofs of purchase. Lelo are more than welcome to receive the item back and test it themselves to their heart's content, we are just asking for a fix for a product that is not working, and we are now 2 weeks into a ridiculous stream of support emails. Quite frankly, how they are choosing to deal with this and effectively treat the customer as liars is losing them very long-term and loyal customers, sadly.

Date of experience: Jun 30, 2025