Review Time
The product that I bought is very good but the item after delivered isn't for me! I return unopened package but I paid for ship and the customer service was terrible (long time for answers, several requirements with photos of product for prove that isn't open, etc). I am very upset with return policy! The return policy isn’t clear in Lelo website (no have information about policy return) and in FAQ questions is very difficult see this! Very disappointed!
We purchased a Tor3 device. We persevered multiple times, but every single time our bodies fully converged the deivce would lose Bluetooth connection and therefore lose all control from the app. It was most unsexy having to repeatedly stop and reconnect Bluetooth and try again, but simply this device does not work if covered, which kind of defeats the object. That did not bother us so much, we love Lelo's products, so we said ok, we will claim under warranty and get this sorted, that is when the problems started. As seems to be the case now with any customer service issue or warranty claim from any business, the intent seems to be to delay, obfuscate, and frustrate to the point of forcing the customer to give up. We keep getting more and more questions and being asked to jump through more and more hoops as to the point of ridiculousness. The latest request was "Can you send a video of the issue?". I nearly fell off my chair. I pointed out that this is not something I am at all comfortable with and is a ridiculous question to ask. They then argued, "Oh no, we only meant covering with your hand and videoing the issue". I once more argued that I do not feel it is fair or equitable to ask a customer to hold a sex toy in their hand and create a video from their house in this manner, whether it is in normal use or not. Alongside this was a further 6 questions in great detail as to how it was charged and where. We have already provided lots of this information and provided two separate proofs of purchase. Lelo are more than welcome to receive the item back and test it themselves to their heart's content, we are just asking for a fix for a product that is not working, and we are now 2 weeks into a ridiculous stream of support emails. Quite frankly, how they are choosing to deal with this and effectively treat the customer as liars is losing them very long-term and loyal customers, sadly.
Purchased a new product many months ago. Circumstances were such that I was unable to open it until recently. When a defect was encountered, despite the failed usage attempt being well outside a traditional return window, customer service was incredibly understanding and trusting. They were able to fix my issue and offer restitution. They were great. Will return for future purchases.
Disgusting customer service - I ordered the LELO Smart Wand 2. Received package 📦 - unopened and both security seals intact. Wanted to return as changed my mind. Package unopened with both seals intact. Sent them pictures as requested showing them the unbroken seals. They said I’d tampered with one of the seals and refused to allow me to return the item. Avoid as all costs!! Horrible customer service
I purchased two Lelo male masturbator toys recently having use dozens over past few years and have to say they are made to very high quality with very soft inner sheath silcone material, the inner sizes vary & are made slightly small, so when possible choose large fit, battery life can be disappointing for the price paid but the new models with phone app are super.good being very flexible. I would buy lelo products again and recommend them.
My wife passed away in March of 2024. She was my Soul Mate. We were married for 22 years. I miss my wife's touch. So I purchased a SILA™ Aqua product. I always thought such products were just inappropriate, period ! I was wrong. Psychologically, I am not ready to move on, but, this product has helped when I ache for her touch. It is not a replacement for her loving touch, but, my memories and this product. Really do go hand in hand for the moment. Natalie.
Have purchased many Lelo products over the years and they are of premium quality and durable with long warranties. I recently had my first problem with a product and customer service was excellent, getting back to almost instantly. Product was under warranty and had my brand new replacement within a week. It’s worth paying that little extra for the quality and service you receive.
Let the Buyer Beware The product purchased was not as advertised basically worthless no power no stimulation no arousal not worth a dime does nothing for you. Do not purchase anything from Lelo they don’t offer any satisfaction guarantee
Ordered a toy and got a notice “buy another item and get a free gift”. I ordered two, screen showed free gift. Ordered arrived with no gift. I contacted customer service many times over this. Answers I got were, “some people would rather buy the item locally then get it free”, “I had to pick a color so Lelo thought I opted out”, last they said “if you buy another item we will give you a free gift.Terrible company, the quality is not worth the aggravation if you have an issue. Buy elsewhere.
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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.
