Review Time
The problem with sex toys is that it is hard or impossible to return them and I understand that. My toy stopped working after a little more than a year. I contacted Lelo to see what my options were. True, it was not too easy to get a reply, but I did not wait for long either, two days. All they could do was send me a new toy and I would pay 50% less. I am a regular customer but I still wanted to see what the options were (they do change in these uncertain times). Now I am waiting for the toy. The overall experience has been good. You do not want to deal with a difficult customer service after the problems with your toy. In this case I did not have to.
Hugely disappointed with Lelo. This company advertises products as one size fits all, but this is simply NOT true of their Thor 2 product. The rubber is simply not stretchy enough to be one size fits all, and even with lots of lubricant is seriously painful to use. The description on their website gives dimensions, but these are completely meaningless if the product is not compliant enough to cope with different body sizes. A complete waste of £95 for a product that can only sit in a drawer unused. I strongly recommend that you avoid their products unless you can be 100% sure of a good fit, because there is NO WAY to get your money back - disgraceful!To the response from Lelo:In your reply, you have completely ignored the points that I am making, which is that one size doesn't fit all, and there is a design fault in the product in that it is not stretchy enough to be a one size fits all, otherwise why would I be complaining? Also if you had bothered to read my review you would have seen that I already used plenty of lubricant. £90 for an overpriced piece of rubbish that doesn't meet the description on your website!
EDIT- lelo replaced my item due to a fault, and manually processed as it wasn't working online. Thanks to the great customer service in the end, although it did take nearly a month to sort! Happy with the result. My lelo broke after 7 months. I have warranty but the website won't let me claim it. I contacted customer service but they told me to wait, with no information on when I would be able to claim. It is very strange that a huge company is having technical difficulties which is taking over 2 weeks to fix. A successful company would provide a solution, such as manually applying for the warranty if a customer complains, however this company has offered nothing. I won't be buying from them again.
When I received the package, it was not what I was expecting. I contacted Customer Service and explained that I changed my mind and I wanted to return the product. Customer service walked me through the process once I sent photos that I had not opened the package. They were very nice throughout the entire process. I was able to get my full refund back.
Recently I had an issue with my Lelo product. I contacted customer service. The representative with whom I corresponded via email was knowledgeable and helpful. After specific instruction I supplied what was asked for. The end result? A very happy customer waiting for two new Lelo products!
I found customer service exceptional! I had a very quick response and my concerns were addressed in a timely manner…my personal pleasure item has successfully been pleasuring me for years and then when I needed customer service they were there for me 100%! Great products great service!
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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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