Review Time
Hello I placed an order and paid with Apple Pay and for some reason an old address auto filled and I did not realize it .Reached out to, don’t have an email confirmation for the order . For how pricy the items are would expect a better website interface Please respond to my customer service message ! Update -They responded!!Awesome, will update review once received
Misleading offer and terrible serviceI ordered from LELO because a free gift was advertised, but it disappeared after payment. I requested immediate cancellation, which was ignored, yet they sent the order anyway. I’ve spent two weeks chasing them for replies, only to be repeatedly falsely accused of doing things incorrectly, despite screenshots proving otherwise. Now they are forcing me to pay return costs for an order that was not my fault. I’m not the only customer with this issue as I can see on here. I have now been forced to take this up with Trading Standards and request a chargeback.
DON’T EXPECT DISCRETE PACKAGING! I got my package delivered to work and it was wonderful to have the words “handheld massager” in big letters on the front of the package. Ordered directly from lelo.com.au.When I wrote to complain I was told they had to use a “discrete phrase” because of shipping requirements. How is “handheld massager” a discrete phrase? You may as well have written SEX TOY on the box - which is certainly how my work interpreted it. Thanks Lelo. And thanks to your customer service for the worst justification ever.
This is the second issue I've had with them and it's lil tricks they do. I purchased items to meet the required amount to get a free gift. Upon checkout they give you an option express or standard shipping. They don't tell you that the shipping price is also part of the final price so you would think you're good to go by choosing the cheaper option and what they will do is remove the gift from your cart and if you don't know to recheck your cart after selection this is how they get you. Ive never had to deal with that with other sites like Womenizer and Adam and eve etc..I will be taking my money and referrals somewhere else. Hopefully they are more transparent with their customers.
Update: we are now at 10 emails of back and forth with the customer support agent refusing to answer the fact that the promotional email said 199 USD but the promotion was not actually applicable to my order, which was over 199 USD. This has caused a lot of stress and is the poorest customer service I have ever received.Lelo sent me multiple emails including one on July 20th stating that a free gift would be sent for purchases over 199 USD.However, when I received my package after spending over 199 USD the free gift was not included. I contacted customer support and they kept arguing with me about the fact that it was 199€ despite the fact that their promotional email clearly stated USD and not Euros and 199 USD does not convert to 199 Euros. I have been trying to get to address this point and they just ignore me and kept answering "the threshold is 199 Euros, not US dollars", which is misleading marketing and fraudulent behavior. I am very disappointed as the solution would be very easy, just send the free gift that I missed by literally 10 euros or so. Instead, this terrible customer service and misleading advertising will lead me to never purchase from them ever again.
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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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