Review Time
I bought a toy from here for roughly $150. Upon unboxing and attempting to charge the device, it was very clear that the charger did not fit. I have another Lelo device, so I'm aware the charger doesn't always go in all the way; but this was not the case. The charger was 3x the size of the port, and didn't even go in 1/10th of the way. Nor did the device light up or emit any light. I sent a video of this to customer service. The representative (Dora) agreed this was not right, but then proceeded to make completely unhelpful suggestions- like suggesting maybe the charger from my other device would work. Bottom line is, I was sent a faulty product, and I deserve a refund. I have not been offered anything of the sort. I'm happy to send the product back but even that hasn't been offered or arranged for me. It feels as though my messages are not being read or comprehended. I've sent photo & video evidence and I'm still being ignored. All this leaves me to believe the company is a scam. It's unfortunate to be taken advantage of in this way, especially in this economy. Protect yourself and your wallet, and shop elsewhere.
Their customer service team has excellent response time and have wonderful attitudes. They seem to care. I'd give them 5*, but their warranty turnaround time is excessively long. It has been 19 days since their warehouse has received my warranty return (March 23rd) and I have received no update.
I’ve been recommending Lelo for years to my friends, I have upgraded to Lelo sona cruise from Lelo sona. The product was faulty from day of receipt. I felt reassured there is a warranty claim and submitted within 2 weeks of receiving this. The response was prompt, however the lengths I had to go to to prove the device was faulty was unreasonable, requesting videos of an intermittent fault etc. I have been messed around since. Lelo sent me a DHL order to return, they refuse to replace my device until they receive the faulty one. DHL wouldn’t create a return after a live chat with them so Lelo had to do this. I arranged this for today and stayed awake after a night shift for collection. DHL have not turned up. Currently Lelo are holding my money to ransom, not a cheap sex toy brand either. I have lost all trust in this company and won’t be purchasing fromThem again. All other companies provide a replacement and have some level of trust in their customers, especially their loyalOnes. I’ve now likely lost £100 due to this. Thanks Lelo. Corrupt company.
The nature of the product is sensitive so I was not happy when I waited longer than I should have to receive my product. I asked them on their page when it would finally arrive and it did not take long to fix the whole thing. It turned out to be a chain supply thing. A good and fast response and follow-up action.
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.
DO NOT BUY THE LELO SONA!I purchased a lelo sona and it’s caused me to bleed and tiny tears around my clit. I then go on to trusty Google and find this thread on Reddit which is pretty much what has happened to me. I hope to god the damage isn’t permanent. I urge Lelo to take this product off their website and for everyone to steer clear of this product. It is not worth it!
On placing our order we received an email with just the order number. No receipt or any other details.The only further email/communication we received was from the carrier which was (of course! - discretion) unclear on what was being sent or by whom, so still no definitive confirmation of the process of the order. And we paid extra for quick delivery (5-7 business days, it was in fact 5 business days, wouldn’t want to wait twice as long for regular delivery as our 5 days was actually 9 with weekends).The real bugbear is that whilst waiting for our order one item went on promo at 30% off. We declined a freebie when ordering, as we already had the item. Lelo will not countenance our request for a partial refund of our (quite expensive) order. All this feels like a poor experience. Customer service is key, and there is always somewhere else to go.
Product caused physical pain. My partner cried. Sounds like a large truck. Not fun and a total waste of money. There are so many better options. Customer support does not really exist. Once they have your money it is too late. From Lelo “Due to the intimate nature of this product we have strict … blah.” No money back says a lot about this company. Yet another disappointing greedy company. Buyer beware.
I would not order from this company as their customer service is really out of date and extremely slow. The product I received was defective. I filled out the warranty form and sent photos via their very outdated, not user-friendly website, only to never hear anything back. I followed by emailing customer service where I had a back and forth conversation for a week with a rep about what was defective. They had me trying to troubleshoot the device myself. Then I had to take more photos. It was unreal. I've never had to jump through so many hoops for a product that did not work at all. I found out that once you open the package you cannot receive any money back even if the product isn't used. They will replace the product for free or you receive a 50% coupon code which it sounds like you cannot redeem with other codes or on sale items. Their warranty is pretty crappy for a company that is selling supposedly high-end products. All in all if you want your money back you aren't going to get it and you will end up spending more if you want to buy a different product. Lelo is the only company I've actually did a google search to find this website and write a negative review. Don't shop with them. It's not worth losing all your money on a purchase that might not even work.
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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.
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