LELO Reviews

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!

I know the situation is far from normal and I was not impatient while waiting for my product to arrive. However, it really took a long time. Even though the guys from LELO were very nice, the product should have arrived sooner. There is room for improvement.

I ordered over 10'days ago confirmed from lelo to Ups transit to USPS and it's been another week can't get any tracking updates or what's the problem. This is insane I've never waited this long for any product no delivery date insight. I am not happy with this. I will not be making another payment until i receive my package.

My toy got lost. No idea how. I contacted their customer service. I gave them all my info and they said they would call me as soon as possible. I got the call the following day. There was some problem with the delivery company. They asked me if I could be patient, they would solve it soon. 5 days later I received my toy.

Yep, shipping took some time, but I think this is not really problem of Lelo itself.
And yep, my product was broken within first months. But this things happen, and I hope that people understand that delicate mechanical devices often with a lot of powerful moving motors will brake even thou they are made to last say 2 maybe up to 5 years, I don't think I could be expected to last longer.
Anyways, my case was a bit time consuming, and there were some procedures, but I was lucky to get awesome help from Maja that was whole way super nice and explained every step when needed.
On the end I was offered to get same product or change to something else in same price range.
Generally I had to use some time to get this fixed, but that is in a way no ones fault, that is the way this world works. Thanks to Maja this whole procedure was easier and pleasant. For me it's a win anyway, and on top of that I like their products pretty much.
I hope that Lelo will focus on "long-game" and will continue to provide very good service with super solid guarantee and exchange policies, thanks to that even more people will appreciete and trust them and buy products for many years coming.

I have purchased other Lelo products before and not had the problems as I have with my most recent shipment. Defective out of the box. Customer service has chosen to avoid helping fix the problem or accept a return due to the "sensitive nature of the product". When I spend this much money, I expect a high end service experience. I'm disappointed

I am amazed and so impressed with the products, warranty, and customer service provided from Lelo. WOW. With the quality and such a great warranty on each product, I will definitely be a long time customer. I recently had to use my warranty, and was so happy with the process. The customer service representative, Rok, "held my hand" through the process and assisted me each time I had a question or issue with the processing. Thanks for a great product and superb customer service!

Worst purchase ever. Box arrived in near tatters. Product box itself had a large gash in the side. The seals were broken due to the state of the shipping box. They refused to refund me for a product that's never been used or removed from the factory packaging. All because the seals have been broken. Their only response was that is our return policy. If the seal on the box is broken we can not accept a return. I had to file a claim with my bank as LELO refused to refund my money.

Goinng on Day 14 and my order is still "in transit" I really hate the fact that you buy an expensive product and Lelo chooses to ship it the cheapest way possible, UPS Mail Inovations. The sell a premium product why not ship it a premium way. Tbh I wouldn't mind paying a few dollars more for regular ground shipping or even FedEx shipping. They don't give you any option.

I received a very quick response to my email with an attachment which worked fine with an explanation as to why I had a problem, such exemplary customer care, thank you.

I ordered a product and waited for two weeks. Nothing. I contacted LELO customer service and they said it should have arrived. I asked them to check again. Half an hour later they informed me that there was a misunderstanding with the local delivery company due to some Covid rules. 3 days later the product arrived.

It was not a big deal, I had a few questions about the product I had just received. I wrote to the client service representative and got a reply in less than half an hour. She gave me the info I needed and her English was really good. It is becoming a rarity these days in some companies. Good job.

Unfortunately my first experience with Lelo was not positive, I had chosen a product for a gift I thought it was available since it had been confirmed and instead after 3 days they told me that they could not send it to me because it was not available and therefore if I wanted I could replace it, luckily the assistance center is always active and available, even in the replies of the emails it doesn't take long, so I put 3 stars because the site must be better adjusted and above all the products that cannot be sold or are out of stock must be reported before purchase. I hope my next purchase will be successful soon

Super satisfied!
LELO support is professional and very efficient !

Happy to be part of the customer family
I really felt good vibes

I am so dissatisfied with this companies customer service. I sent info to them with pictures explaining I had a lost package with UPS and they did not care at all! The rep who emailed me just regurgitated the info I GAVE THEM back to me not caring AT ALL that I had stated my package was a week late with no changed to the tracking info! I’m so very disappointed 😡 I spent hundreds on their products And this is their customer support? NEVER AGAIN!

It's almost been a month since I ordered my Lelo. I understand that during the covid-19 that there will be delays but come on. At least that is what their customer support is saying. They use two different shippers and I only have a tracking # for only one of the shippers. Why is that? I suggest people not order anything from lelo unless you don't mind waiting a month or longer for something you paid for.

I spent one day trying to get in touch with them. I had a problem with one product and needed some advice. Once they responded, it was an easy ride. However, it took them one day to respond to a chat message. Maybe I should have used some other options, why the chat options is there and is supposed to be the fastest. The rest was OK.

Lelo has the most amazing products, but also outstanding customer service. Mira was extremely helpful with her suggestions and tips.

Lelo’s customer support service is great. I had issues with product under warranty and they offer help and product replacement within one week. Special thanks to dear Dunja.

I have Just ordered my second & third product from these guys after a decade of fun! Oh, my older product still just fine, it was simply time to try something new and I couldn't Be happier. The products are worth the price! I got The Sona Cruise (awesome) and the Soraya. Very happy!

Lelo's customer service is excellent !!
They do their best to find a solution very fast.
Thank you Deni for your help !
I recommend this brand for the quality of their products and their customer service.

The quality of their products is top-notch in all respects. l definitely see myself making future purchases from Lelo.

Their Customer service is also excellent, as I recently learned when I got a different model of a product I ordered. Throughout the process, I frequently got updates and instructions which made fixing the issue easy. As such, I'd like to extend special thanks to Jesse in Customer Service who helped me with my order.

I ordered a toy during lockdown and I received it really fast. However, the number for warranty registration, was not in the box. I was looking for it but I just could not find it. I contacted their customer service and I got a reply 15 minutes later. I got my number. Good job.

Lelo products are the best.Excellent customer service.Thank you Maja

Had to submit a ticket requesting shipping info. Matea P was extremely helpful and sent a quick response!