Review Time
This is the 3rd time we got device ,Despite the warranty . Frree replacement after one year or 50% off after that up to 10 yrs . The issues we have had on the same model both new and replaced are :Charge don’t hold long enough compared to the first model we purchased . Sleeve becomes loose and makes aNoise . Button gets stuck and won’tRespond .Over the warranty recently I’ve asked several questions re an upgrade , like the power rating and frequency used , but I’ve nowGiven up as we only get part an answer . Having reworded the emails still do not get the answer we are looking for . Which implies that something is being hidden , considering the amount there products cost to buy even with a 50% off . They disappointing as they don’t last that long. The customer service isn’t too bad to be fair and they do respond . But having looked at other options and the reviews we are going to spend our money on them instead.
I reached out to LELO after experiencing physical harm from using one of their products – injuries to sensitive tissue that occurred repeatedly, despite normal, recommended use. This is not a case of dissatisfaction or defect – this is about a product that caused actual harm.What I received in return was a carefully worded but ultimately evasive series of customer service replies. The entire exchange focused on whether I qualified for a replacement in a certain price range or could use a discount code. Not once was there any meaningful acknowledgment of the seriousness of the issue – no sign that it would be investigated, flagged internally, or escalated.It’s extremely concerning that a company would treat a matter involving physical harm as a customer service formality. At no point was there a sense of responsibility or care about the potential safety risk their product poses. Their response felt transactional, detached, and completely inadequate given the nature of the complaint.For a company that positions itself as a premium, body-safe brand, this kind of indifference to reported injuries is not just disappointing – it's alarming. I expected accountability. Instead, I was met with a script.I will not be purchasing from LELO again, and I sincerely urge others to consider how this company responds when something goes seriously wrong.Edit: Since I posted this review, the dialogue between me and the company briefly resumed at their initiative. Even then, despite their response below, they failed to address or take the complaint seriously, or to handle it in a fair and responsible manner. They appeared too blinded by their unwavering belief in how absolutely fabulous and flawless they are. It is unfortunate when companies choose to act this way.
I had an issue with a delivery that dragged on for about four weeks due to the carrier being unable to reach me—despite having both my email and phone number. Thankfully, Lelo’s Customer Care stepped in and acted as an incredible intermediary throughout the whole process. They communicated consistently with both the carrier and me, making sure nothing fell through the cracks. Every response from their team was prompt, kind, detailed, calm, and genuinely caring. I was really impressed by how professionally and thoughtfully they handled everything. All good things to say about Lelo Customer Care—truly appreciated!
**updated from 2 to 4** following this below review I was contacted by customer service who offered me a code for different free gift product since the one advertised during my purchase was apparently not available in my region. Appreciate the customer service resolving the issue (though I was required to purchase something else of lower value to apply the gift code to) however did not like being told it was “my fault there was no gift sent because I didn’t add it to basket before order and so had “opted out” of the gift” by one of the customer care agents. This turned out to be untrue as confirmed by another agent when I couldn’t find the free gift when searching for it with the second purchase - it was not available in my region. Seems the website is a bit clunky and maybe unless you have an account set up does not show regionally accurate offers. In any case after the followup purchase I could apply a voucher sent by customer care to receive a free travel toy of similar value to the one advertised. Giving 4* due to extra effort and time required to resolve it but still apparent high quality of products / fast shipping. Suggestion: pay attention if purchasing with an offer and if no gift code as in my case then contact customer service before purchase.(Original review)Did not fulfill offer advertised on website and did not respond to 2 separate customer service support requests. Will never order from them again. Giving 2 stars as shipment was fast and what did arrive seems premium but still also then way overpriced having not actually fulfilled the advertised offer
Non vogliono mai fare un rimborso, ma solo sostituzioni con la scusa che è il pacco è “stato aperto anche se non usato”.Ma in questo caso, il prodotto non era difettoso e basta, ma tutto il modello, con un raggio d’azione assolutamente ridicolo e si disconnette subito. Quindi era inutile insistere su una sostituzione.Inoltre, non rispondono mai alle email di garanzia—- They never want to make a refund, but only replacements with the excuse that the package was "opened even if not used".But in this case, the product was not just defective, but the whole model, with an absolutely ridiculous range of action and disconnects immediately.So it was useless to insist on a replacement.Furthermore, they never respond to warranty emails
Very well made product (Hugo 2). This prostate massager has a smooth look and feels good to wear, and it's really easy to control with your phone. using it also helps your health by helping with muscle tension and blood flow... and let's just say it might help things move along in more ways than one 😉 well built and is easy to keep clean
I've had a LELO product for two years (and have been very happy with it) and it suddenly stopped working. I was surprised to find out that LELO stands behind their products with a manufacturing warranty for 10 years! During the first year, the warranty provides a full replacement, and during the subsequent 10 years, the warranty provides 50% off of a replacement, which I had ordered anyway. How many companies do that? Hardly any! And working with their customer service, specifically Lana and Nina, was a breeze. They gave clear instructions and responded quickly to every email. I'm very satisfied with the entire experience.
I bought it on Amazon, during some sales period. Didn't expect too much. But this is hands down the best sex toy I’ve ever used. The design is sleek, and the performance is incredible. It’s like nothing I’ve tried before — absolutely revolutionary.A Game ChangerI bought it on Amazon, during some sales period. Didn't expect too much. But this is hands down the best sex toy I’ve ever used. The design is sleek, and the performance is incredible. It’s like nothing I’ve tried before — absolutely revolutionary.
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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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