This merchant doesn’t deserve even 1 star. I have placed a few orders with Lovehoney and each order has been a disaster. From misleading promotions to poor and inaccurate sizing charts and complicated return policies with no way to speak to a representative except through a chat bot service, this foreign-based company is a nightmare to do business with. The quality of their products plus the fact that they charge $6.99 to mail something that weighs as much as a first-class letter is preposterous. Their operation is based out of the UK (Bath) and Brisbane Australia, Zurich Switzerland and Lyon France. Lovehoney is owned by Telemos Capital with only a fulfillment center in College Park-Atlanta Georgia here in the United States. Lovehoney has a history of reported problems with refunds and returns issues and delivery problems. Lovehoney’s reputation precedes them and is far from reputable.There is no way to directly contact anyone except through the online chat bot service or by leaving a message using the “Contact Us” link at their US site. As I write this review I can truthfully say it’s been one week since contacting them using the website method and I still haven’t heard a word from them. At the end of the day, their American customer base means very little to them. They are rude and frankly don’t care if your problems are resolved to your satisfaction or not. And don’t even think of asking for a supervisor because the only one you can “chat” with is Mark and his customer service skills are severely lacking not to mention reprehensible. I wouldn’t hire him to scrub a toilet bowl much less interact with people. He’s rude and disconnects conversations no matter how polite you are. He seems to thrive on saying “no” and disappointing Lovehoney customers, especially Americans. Mark only seems capable of bragging about the company’s alleged 25,000 sales per day they generate and is unwilling to do anything at all to promote true customer satisfaction. Personally, I believe 25,000 orders per day is bogus and he was simply posturing himself behind a cowardly chat bot service which is the only way to communicate in real time with this company and is very ineffective. I researched the truth behind his repeated statement on several occasions regarding 25,000 daily orders and learned it was grossly overstated between the months of November 2024 through November 2025. In other words, he is a liar. It’s not the kind of company I want to do business with and neither should you. Prepare yourself for 100% aggravation instead of satisfaction. And worst of all, after trying to work with these people and discuss their bogus and misleading promotions which have so many restrictions it’s laughable, they automatically cancel any future orders you place with them, which is their way of telling you you’re no longer permitted to shop at Lovehoney. Yes, this honestly happened to me. Even though I have made recent purchases he has banned me from receiving customer service. I don’t know about the rest of you, but we have an abundance of adult toy shops here in the United States and the last thing Americans need to do is patronize this shabby and skeezy not-so-Great Britain merchant. Good riddance, Lovehoney.
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