Review Time
Was sent a new order, which arrived super quick. Unfortunately I never received my order, despite the shipping company claiming it had been delivered. Have sent customer care a 4-5 emails and I have heard nothing from them. So disappointed as it was my first time ordering from the company and most of the reviews were good. And this is such a simple issue to resolve so really don’t understand why none of my emails have been responded too.
I have been buying, recommending and gifting Lelo since 2017, as to my experience they are the best toy company out there. This time I had an issue and had to contact customer support and the only what I can say Lelo’s customer support is a gold standard. My issue was resolved within a few days, even though I purchased the product from a third party shop. They stand by their product and quality and totally worth the price. Exceptionally well made products. Special thanks to Ivan from customer support for an outstanding service.
I bought a Sona 2 Cruise, (the product is really good, lots of others will tell you) but it didn't arrive at my house. After contacting Customer Care, Lelo directly sent me another one, in addition to offering me a coupon in exchange for a review on Trustpilot. Which I'm happy to do!
I would only give the Product (S1F V3) I used a 3 star. It just wasn't for me. I also had a few technical issues with the product. If that was all, I would give 3 stars, however, the customer support woman I delta with was fantastic. She made sure I was taken care of and did everything in her power to make me happy. It's only because of her that I will give other products a go and maybe, just maybe, I'll find one that hits all the right spots.
This company makes premium self/couples care products that you can recognize by their look and feel. I’ve bought several of their products for my wife and myself over the last few years, and so far they’ve all been well made and have met our standards. The customer service I received from them during my last purchase experience was excellent and is what prompted this review. I was initially apprehensive about spending the money, because these are not inexpensive items. But the saying is true that you get what you pay for, and that goes for LELO products as well- you pay a premium price, but you get premium craftsmanship and customer support.
I'm pretty blown away. I purchased a product via Amazon, and immediately out of the box was disappointed. At this price point, there are so many products with stronger and more variable motors, and this thing would hardly stir coffee. Amazon referred me to their website, and I filled a claim for a return/refund. I told they don't honor returns from 3rd party sales, and that there is simply no option for redress. I get that the nature of the item doesn't allow for restock, but if you hate a $100 device sold my a reputable retailer, the idea that "Sorry, you're just out of luck," is their policy is insane. I asked to speak to a supervisor and was told (without checking) that none was available. I asked to leave a message, and was told yes, despite the fact that she had none of my information. Buyer beware!
Customer support agent Patricia was top shelf when their computers system did not update my new address. Prompt reply's and new package ensued! You don't see support like this anymore. A+++++ ! LELO is a beacon on how service should be!-RB
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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.
