I placed an order. When I checked the tracking link a week later and realized that the status read "awaiting package from sender" I emailed customer service. They replied fairly quickly with an apology and another tracking number for UPS. The original tracking number was for USPS. I didn't realize it until days later, they had sent me the same tracking number. At this point, 2 weeks had passed since I paid for the order. I emailed again because the status on the tracking had remained unchanged. The reply I received was to wait one more day before contacting them back. Right, because it was finally going to ship on day 15? So I emailed them again on the next day and they told me that they were going to open an investigation. I let them know that this was unacceptable and that they needed to send me a tracking number for a package with expedited shipping. I once again got a reply telling me that they were investigating. At that point I was done with this horrible company. I contacted my credit card company and received a refund in 15 minutes. Do yourself a favor and shop anywhere else. Tip for consumers:AVOID! Service Value Shipping Returns Quality Date of experience: August 17, 2024Hi there, I spent almost $300 for one toy that was suppose to be amazing - and it is. The problem is when i bought this very expensive toy there was a promo for a free product and somehow it was not automatically put in my cart. When i emailed them right after my order there was no response so i sent another message and no response again. When my product finally came and did not have the promo product i contacted them again and they basically said to bad. When i said this was not my error they offered if i bought another product they would add the free promo product. Are you kidding... you want me to spend another huge amount of money to get a free promo product you forgot to add initially. That is terrible customer service for what is suppose to be a high end company. Thanks for nothing and i will now not be buying from Lelo and going with another company maybe we-vibe. :( so sad as i have lots of friends who buy from lelo who no longer will be Products used:Enigma Service Value Shipping Returns Quality Date of experience: July 7, 2024I bought an Ora from their website in June 2022 and it just died in Oct. 2022. And yes, it's fully charged, that's not the issue. This item was like $178 or so. I filed a warranty claim and they haven't gotten back to me even though it's been way over the promise of getting back within two working days. I will never buy from this company again and I urge you to stay away too. Service Value Shipping Returns Quality Date of experience: October 23, 2022Yes I ordered from their website and received a defective product. It won't hold a charge. My warranty is pending? My claim is supposed to be answered but that isn't happening. Save your time and money and shop elsewhere. Customer service is terrible. Their product is 0 for 1 for me and I am smart enough not to try again. I will spend time on contacting them and getting what I deserve, but I won't recommend their products or website to anyone. I will scream to anyone that will listen. Don't BUY FROM LELO! I would rather go to a better website, spend my money, and actually receive a working product or at least some semblance of customer service if the product is defective. Products used:Neo 2 Service Value Shipping Returns Quality Date of experience: February 17, 2023Don't waste your money on these toys. They suck they break easily or before even opening package. Their warranty department sucks. Very unprofessional. Got you in mail broken can't get refund. Most expensive paper weight I've ever purchased Products used:F1v2 Date of experience: January 25, 2024I am a sexual health specialist who tries different companies toys for review or to better educate my patients. I have tried two different products from Lelo. One broke after about a year of use, but just after the warranty expired. The other was physically uncomfortable (Tiani 3). I have had bad experiences with their customer service, and find this company to be quite overpriced for the market. If you're looking for sex toys - there are other companies I'd recommend that are sex-positive, more affordable, and really care about their client satisfaction (as they should). Check out Dame, We-Vibe, Le Wand, Womanizer. Any product you're looking at on Lelo's website - you can find through one of these better companies. Will not be purchasing from Lelo again. Tip for consumers:Shop elsewhere. You can find better products for the same cost or less through other companies like Dame, We-Vibe, Le Wand, Womanizer, etc. etc. Lelo is a luxury brand that doesn't really care about its customers. Products used:Tiani3 Service Value Shipping Returns Quality Date of experience: February 26, 2022I was excited to purchase the Ida Wave and talk about total failure and waste of one hundred thirty-two dollars. It is not ergonomically correct for my private area, therefore, zero results. Tried it numerous times and ways. I purchased a rabbit g-spot for one-fourth the price of the Ida Wave that makes me scream in joy within 1 minute. Lelo is the outrageously priced junk. Service Value Shipping Returns Quality Date of experience: January 1, 2023Don; t you just hate when your pleasure toy stops working when you need it most? I was so angry. I wanted to smash it and call Lelo all possible names. I contacted them ready to do that. However, it had been more than a year since I bought the toy and I knew the rules. It took some time to get a reply. After 12 months, there is nothing we can do, you cannot return the toy and you cannot get a new one. Anger was growing. Then the good news. 50% off for a new toy. Well, much better than nothing, right? So I accepted. All in all, an unpleasant experience but I knew their rules and it turned out to be a good outcome. Tip for consumers:I contacted them by e-mail. Products used:I bought a new one for 50% off. Service Value Shipping Returns Quality Date of experience: August 14, 2022The title says it all. Usually, when you contact customer service (most companies), you get a headache for various reasons. Sometimes it might even not be their fault, the local shipping companies are to blame, but it is certainly no fun.This time it was about shipping as well. I was told it the product would arrive within 7 days. Not a problem, I am a patient person. However, it did not. So I contacted them. They contacted the local shipping company. No idea how it all works, I do not even need to know, just wanted my product. And I got it a few days after my complaint. I'd say they did a good job. Tip for consumers:Contact them on their website. There is a pop-up chat window. If it does not show, you probably have an ad-blocking add-on so make sure to whitelist the site. Products used:The one I wanted. Service Value Shipping Quality Date of experience: November 13, 2022I 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. Service Value Shipping Quality Date of experience: December 6, 2021I have not yet received my order so wanted to reach out and contact them. The website does not have a contact form/contact address. All I could find was a postal address in Sweden, but are customers meant to sent enquiries about late deliveries by post? Very odd! Haven't received products as mentioned but waiting weeks for a delivery for things that aren't cheap, not receiving anything and having to reach out by post to enquire because that's the only contact you can find on their site is not a good customer experience to put it mildly. Service Value Shipping Date of experience: November 11, 2023I was waiting for my product for more than two weeks. I had no idea why it was taking so long. I could not wait anymore so I contacted Lelo. They said they would check and get back to me. They did, the following day. My product was actually stuck in LA because of the highway fire. They got in touch with the delivery company and then I got the explanation. A few days later I received my product. These things happen, I guess. I am enjoying my product. Tip for consumers:No, thanks Products used:What I ordered. Service Value Quality Date of experience: November 22, 2023Hard to reach and once I do reach someone they never do as they say. I hate LELO's warranty lots of hoops to jump, long delivery times, and I will never buy a LELO product ever again. Plus I had to pay to send the product back with tracking across the country. Tip for consumers:Don't use this site Products used:Lelo sona Date of experience: December 13, 2021I thought paying $186 for the Ida Wave would equate to the best vibrator I've ever tried but sadly the power and stimulation feels mediocre to me. An expensive lesson learned. Tip for consumers:It pays to shop around and research other brands Products used:Ida Wave Value Shipping Returns Quality Date of experience: August 4, 2022I ordered over 10'days ago confirmed from lelo to Ups transit to USPS and it's been another week can't get any tracking updates or what's the problem. This is insane I've never waited this long for any product no delivery date insight. I am not happy with this. I will not be making another payment until i receive my package. Date of experience: September 18, 2020THIS COMPANY IS A SCAM. AVOID AT ALL COSTS. THEY SEND BROKEN DEVICES THAT ARE OVERLY COMPLICATED FOR SOME REASON. NOT TO MENTION, OVERPRICED JUNK THAT DOESNT WORK. THE WORST CUSTOMER SERVICE I HAVE EVER EXPERIENCED IN MY LIFE. ABSOLUTE WORST. IVE NEVER LEFT A BAD REVIEW IN MY LIFE IF THIS TELLS U SOMETHING. TRASH CLOWN CIRCUS. UGH HAVE THE WORST TASTE IN MY MOUTH AND THEY JUST GIVE YOU SOME BULL$#*! READING SOME ANSWER OFF A SHEET. Tip for consumers:Broken, a month later they said they would send me a replacement order IMMEDIATELY?? Do they know what this means? Is there 1 person managing everything? A bunch of minimum wage teenagers? Terrrrrrrrrrrrrrrrrrrrrrrrrriiiiiiiiiibbbbbbbblllllllleeeeeee. Worst company ive ever dealt with. Products used:Tiani 3 - Never got to use, showed up broken. Service Value Shipping Returns Quality Date of experience: July 13, 2023I 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 Date of experience: August 13, 2020The customer service is absolutely terrible. This company takes your money and passes off inquiries to people who cannot and will not answer questions and provide assistance. Take your business elsewhere. Date of experience: December 22, 2020I 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. Date of experience: September 22, 2020Lelo 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! Service Value Shipping Returns Quality Date of experience: February 15, 2021Over three weeks no product. I just want a refund. If I had product I would return - but can't. Will never purchase again from Lelo. Customer support - well, it's customer hell. Tip for consumers:Don’t purchase from lelo Products used:Lelo Dot Service Value Shipping Returns Date of experience: October 20, 2022Ordered gifts for my wife for our anniversary it has now been 3 weeks still no priduct. Stuck in limbo shipping and all anyone can say is be patient. Wait another week then we will maybe help. Never have i been told to wait after paying nearly 300$ will never purchase from them again. Theres so many other options thay are far better imo. Date of experience: December 17, 2020I 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! Date of experience: September 24, 2020I 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! Date of experience: April 12, 2021Goinng 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. Date of experience: July 29, 2020