Hi 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 QualityI 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 QualityYes 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 QualityDon'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:F1v2I 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 QualityI 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.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. Products used:The one I ordered Service Value Shipping Returns QualityI 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 QualityI do not like dealing with any kind of customer service. It is usually time consuming and frustrating. With LELO I was pleasantly surprised. It was not perfect but it was pretty good. My toy stopped working after two months. I had no idea why and I contacted LELO. They gave me a few tips, I tried them all, the toy still did not work. A week later I got a new one and it's been working as advertised ever since.The 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.Three years ago I had no clue this company existed. A friend started talking about how great their products were. I decided to try one and bought a few more. Top notch quality, pricey though... Excellent products. However, I did have a problem with one product. I received it, I opened the box and I could not find the registration card (warranty). I called their customer care service and the girl's English was not that great. Well, it happens with most companies today. Then I was put on hold and I hated that. However, the next person was very professional and fixed the problem. The card arrived within a few days. All in all, this customer care "problem" is nothing compared to the quality of their products. Nobody is perfect...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 disappointedI 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 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. Tip for consumers:Buy directly from them and do not hesitate to call their customer service. Products used:What I ordered. Service Value Shipping QualityDon; 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 QualityThe 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 QualityI bought my first LELO toy 3 years ago. I have liked there toys ever since. The quality is really good, they use silicone, which is very hygienic. I had one problem when I received the toy I had ordered but the color was wrong. Their customer care service took care of it and I did not have to wait long to get the color I wanted. So far so good...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. Service Value Shipping QualityI 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 ShippingI had a problem with my LELO charger. It just stopped working. I contacted their customer care service without much hope. However, I was pleasantly surprised. The product was only two months old and they offered to send me a new charger. It took me a few calls to get through, but that is fine. I am using my toy with the new charger.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! Service Value Shipping Returns QualityA few months back I bought one of their products and there was something wrong with the battery. It really made me angry and I thought I had thrown away my money because customer service often means a lot of wasted time with few results. This time it was different. I did have to wait to get through, but the rest of the experience was good. I have a new product and I enjoy it.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.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.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.