lelo.com

Worrying Lack of Concern for Customer Safety

I reached out to LELO after experiencing physical harm from using one of their products – injuries to sensitive tissue that occurred repeatedly, despite normal, recommended use. This is not a case of dissatisfaction or defect – this is about a product that caused actual harm.What I received in return was a carefully worded but ultimately evasive series of customer service replies. The entire exchange focused on whether I qualified for a replacement in a certain price range or could use a discount code. Not once was there any meaningful acknowledgment of the seriousness of the issue – no sign that it would be investigated, flagged internally, or escalated.It’s extremely concerning that a company would treat a matter involving physical harm as a customer service formality. At no point was there a sense of responsibility or care about the potential safety risk their product poses. Their response felt transactional, detached, and completely inadequate given the nature of the complaint.For a company that positions itself as a premium, body-safe brand, this kind of indifference to reported injuries is not just disappointing – it's alarming. I expected accountability. Instead, I was met with a script.I will not be purchasing from LELO again, and I sincerely urge others to consider how this company responds when something goes seriously wrong.Edit: Since I posted this review, the dialogue between me and the company briefly resumed at their initiative. Even then, despite their response below, they failed to address or take the complaint seriously, or to handle it in a fair and responsible manner. They appeared too blinded by their unwavering belief in how absolutely fabulous and flawless they are. It is unfortunate when companies choose to act this way.

Date of experience: May 14, 2025