I purchased the Lelo SILA, it arrived and never worked as designed. It felt it was a glitch I the “chip”. I thought “no problem it came with a warranty.” The warranty submission process was easy on the website was then a series of delays began, with the excuse “someone will get back to you in two business days, over and over again. I submitted the info re the defective device, then received more requests for further information, a video, all coming with the “two day for us to reply” meaning 4 days on the weekend. After much back and forth I finally received a return label. Due to some confusion on my part. I thought the replacement device was being sent and then I returned the defective one (my error in misreading the directions), I did not return it promptly. So I did get it sent back, they received it Feb 1, I AM STLL WAITING FOR THE REPLACEMENT ITEM TO SHIP-8 “business” days later. I started the process on January 2, it is February 10. (Two of these weeks were my error) I called customer service today 2/19/2023 and was told “every time you email it delays the request” I am frustrated AND disappointed as this was a “premium” product and manufacturer. I will add-in the meantime I ordered another product (Dr recommendation) It also arrived and did not work, I have experienced the same delays. This is frustrating. The end of my discussion with the phone rep was “I will make a one time exception and send the replacement with expedited shipping.” This after being told everything is delayed because of Valentine’s Day. We will see if it arrives and if it works as advertised.
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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.
