LELOReviews 62

I have been a Lelo customer for years and love their products but my recent experiences have left me frustrated and unlikely to order again. My recent order has been "out for delivery" for almost 2 weeks according to ups. I reached out to Lelo over the phone and left a message, sent an email and submitted a customer service request on their website. I have had no response. I would expect the customer service to be excellent for a brand such as this. I have paid for my product and have no idea where it is and no way to get in contact with the company. Very disappointing.

I love their products but I was not always happy with their service. Things are changing and I am glad. This time I want to thank them for solving my problem fast after some online bashing when I did not get what I thought I should have. Anyway, the product was right but the color was not. Of course, I did not open it and that made everything easier. Considering the situation we're in, delays everywhere, there response was good. I guess some companies learn when they hear the truth. Hence, this review to appreciate their efforts. It will be easier for all of us who like such products.

I bought a product on their web site and then I waited for two weeks. I expected it to come within 7-10 days. Impatient as I was, I contacted them. I asked where my product was. They said they were having some problems because of the pandemic. Well, they should have sorted it out before so I said I wanted my product as soon as possible. OK, maybe I exaggerated a bit, but my money, my product. Just send it. Well, 5 days later, the product arrived. I heard that there were really some shipping delays in my area, but still... On the other hand, they were really professional and fixed it. I am happy with their reaction but not with the time it took to get the product. Even if it is not their fault, and it seems it was not, they need to fix it or inform people about delays.

I ordered a product and I was really looking forward to it. It did not arrive on time. I waited awhile. Nothing. OK, time to contact the customer service. Not so difficult, but it did take a few hours. I think that is OK. I told them that I had not received my product. They said they would look into it and get back to me. Well, it turned out that there were delivery problems in our area due to staff shortage. The product was actually very close to my home, sitting on the shelf for days. Anyway, it was fixed rather fast. Good job.

When Lelo first launched, I thought we were going to be huge friends! High tech sex toys is right in my wheelhouse! But with having spent over $800 in 5 plus years, I'm continually let down. Why do I keep trying? I WANT to like this company. But the products fail. The company DOES NOT have an easy return policy. If it's past 12 months, and these products should last years, they bless you with a 40% discount for buying a new product. Seriously? Let's look at this:
1. Retailers buy from Lelo at a better discount than 40%!
2. This means Lelo is REWARDED for having a failed product by selling at better margins direct to consumer.
3. What would be the incentive for Lelo to improve quality control when they get a second sale on top of each original sale?

It's a brilliant strategy, and I'm sure the CEO is laughing all the way to the unemployment line. In the end, customers want quality. We are PAYING for quality! Not for a hassle and a replacement. I've noticed Lelo is loosing traction with retailers. When I've asked, I'm told it's due to the poor quality control. It's curious as to why they keep bringing new product to market, when they can't get the quality control - under control.

So no this is not a white glove high end experience. This is low quality products sold at a high price, where you are then interrogated as to if you dropped the toy, submerged it, looked at it wrong. If you survive the questioning, and don't give up on the correspondence back and forth, and you will pay to ship the product to them, they may grant you the right to spend directly with them, bypassing their retailer, and keeping the high margin sale for themself! Why the return? They know you have the product from the serial number. They know they fail. Most people won't go the extra step and ship a dirty toy to the manufacturer. It's gross, and humiliating. They know this, and use it to their advantage. Nice huh!

In contrast, I've got Hitachi Wanda that are 10 plus years old! I've had Doxy products fail, and had a replacement shipped to me same day I reported it! But not Lelo.

Classy outfit!

PS - I have voiced these concerns to Lelo on several occasions, and to date, no they have not made the situation right.

After a few days of receiving my toy it stopped working. I got mad, asked for a new one. It was fairly easy to reach the company but the negotiation lasted a bit longer than I expected. I understand that this product is specific, Covid and everything but I wanted a new one or my money. They contacted me two days later and fixed the problem.

I ordered last Tuesday, and got an email confirmation. The email said I'd get a follow up email saying that it had shipped. I hadn't gotten one so I finally reached out to their support email. Went back and forth, and they gave me a tracking number. I clicked on the tracking number and it said that it had been delivered today but in MARYLAND! The shipping address on the order was NOT intended for Maryland; NOT EVEN CLOSE! I tried calling, I tried emailing, no one has responded yet. I feel like I just wasted $70! No one has offered me any kind of compensation or at least answers! How do I get in contact with these people?!? This is frustrating and ridiculous! I feel like I'm never going to get my order!

Lelo products are expensive and when they work they are fine, when they breakdown or you order through the Lelo website watch out.

We have had three of their products breakdown, when dealing with the returns, replacement and shipping problems it is not worth the hassle or the price.

They send these personal items bulk shipping style using UPS Mail Innovations and can take up to two weeks if your package is not lost.

Funny thing is Lelo provided a first class shipping label for the return which only took two days to reach the destination when shipped out on a Saturday.

You can not even properly track the shipment which in this case is very important. Makes no sense and is so disrespectful to all of their customers.

We have purchased items from other companies like Fun Factory and never had any problems or any need for returns. Lelo No Go No More!

I was looking forward to the product I had ordered. Two weeks passed, nada, zero. OK, I knew the circumstances were extraordinary so I waited. After almost 4 weeks I called their customer service and complained. I did not want my money back, I wanted the product. It turned out that the problem was with the local delivery company. LELO customer service were very fast and I got the product after a few days.

I ordered some toys for my birthday two weeks ago and it's caught in limbo with ups. Ups said that they can't do anything unless seller contacts them to open investigation. Costumer rep at lelo said They don't do that, so they are shipping out another package. I don't need another package I need mine that I ordered two weeks ago! Tried to three way lelo with ups rep and Lelo isn't answering my calls now. Seems like a scam business to me!