LELO レビュー 701

LELO からの回答

2026年4月3日

Hi John,

Thank you for reaching out and sharing your concerns. We appreciate your feedback and are sorry to hear about the Bluetooth connectivity issues you experienced with the TOR3, and the difficulties you faced with our service.

We have reviewed your communication with us regarding the faulty device, and please know that this is our standard procedure to determine the appropriate solution.

We are truly sorry for the frustration this has caused and appreciate the chance to address your concerns. If you need anything else, please don’t hesitate to reach out.

Kind regards,
Cecilia@LELO

LELO からの回答

2026年4月1日

Hi Rose, thank you for your review!

We would like to sincerely apologize for the delay in shipping your order. Due to our promotional offers, some items are currently out of stock but we are doing our best to resolve these cases as soon as possible.

If you haven't yet received a response from our Customer Care team, I would kindly ask you to reach out with your order number and we will look into your case promptly.

Kind regards, Cecilia@LELO

LELO からの回答

2026年3月23日

Hello there,

We are sincerely sorry to hear you've experienced issues with two of our devices.

We take the quality and integrity of our products very seriously and we appreciate you bringing our attention to this. This is certainly not the level of quality or support we aim to provide, and we understand how disappointing it must be to encounter the same issue multiple times.

We’d like to look into this further and understand exactly what’s been happening so we can find a more appropriate resolution for you. We’ve requested some additional information from you via Trustpilot, as it will allow us to review your case in detail and assist you properly.

Kind regards,
Cecilia@LELO

LELO からの回答

2026年3月17日

Hi Ejnar,

thank you for your review. We’re very sorry to hear about your experience and apologize for any inconvenience that may have occurred.

While our LELO Relax Body Mat is not covered by our warranty guarantee, we would be happy to provide assistance regarding your case. We'll reach out via email with more information.

Best regards,
Cecilia@LELO

LELO からの回答

2026年3月4日

Dear Anders,
Thank you for taking the time to share your experience.

We’re sorry to hear about your concerns regarding the delivery. We have established
procedures in place for situations like this, which require us to follow specific steps, including opening an investigation with the courier and reviewing all available delivery documentation. Our assessment is based on the official confirmation provided by the shipping partner.

Once a payment dispute is initiated, the matter is handled directly through the card provider in accordance with payment regulations.

We respect the outcome reached by your card provider and are sorry that this experience did not meet your expectations. Customer trust is extremely important to us, and we continuously work to improve both our shipping processes and communication in situations like this.

Should you ever wish to discuss this further, our team remains available.
Kind regards,
Hailey@LELO

LELO からの回答

2026年2月24日

Hello,

Thank you for taking the time to share your experience.

We would genuinely appreciate the opportunity to better understand what issues you encountered with your more recent devices. For example, did they stop powering on, lose intensity over time, have charging issues, or experience something else? The more detail you’re able to share, the better we can review your case and provide appropriate support.

We would also like to clarify that LELO does not operate on any subscription-based model. We do not charge any monthly fees, and the LELO app is completely free to download and use. There are no recurring payments associated with owning or using our products.

Product durability and performance are extremely important to us, and we take feedback like yours seriously. If there is a recurring issue, we would very much like the chance to look into it further and see how we can make this right.

Please fill out the request for your details that you received via Trustpilot, and I would be happy to contact you to review your case in more detail.

All the best, Eris@LELO

LELO からの回答

2026年2月23日

Hello,

Thank you for your feedback! We are very sorry to hear that your package wasn't received in good condition!

We take the quality and integrity of our products very seriously and we appreciate you bringing our attention to this. We do apologize if the whole process is taking some time, but please rest assured that customer service will do everything they can to resolve this situation, and if a resolution was agreed upon, it will be carried out as promised.

Kind regards,
Birdie@LELO

LELO からの回答

2026年2月24日

Bonjour,

Merci d'avoir pris le temps de nous faire part de votre avis. Nous sommes sincèrement désolés d'apprendre votre mésaventure.

Nous aimerions examiner cette situation de plus près afin de comprendre ce qui s'est passé avec votre commande et la procédure de remplacement.

Si vous avez un instant, veuillez compléter le formulaire de demande de détails qui vous a été envoyé via Trustpilot. Dès réception, nous étudierons votre dossier et vous contacterons directement pour vous apporter une aide supplémentaire.

Cordialement, Eris@LELO
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Hello,

Thank you for taking the time to share your honest feedback with us. We are truly sorry to hear about your experience.

We would very much appreciate the opportunity to look into this matter more closely and clarify what may have happened with your order and the replacement process.

When you have a moment, please complete the details request sent to you via Trustpilot. Once received, we will review your case and reach out directly to assist you further.

All the best,Eris@LELO

LELO からの回答

2026年2月16日

Hello,

Thank you for your honest feedback.

We’re very sorry to hear about your experience and apologize for any inconvenience that may have occurred.

This is certainly not the impression we want to leave with our customers. We take feedback seriously and would genuinely like the opportunity to look into this matter further. We have requested additional information from you via Trustpilot so that we can better understand your concerns and assist you directly.

We hope to resolve this for you as soon as possible and appreciate the chance to address your experience.

Kind regards,
Faye@LELO

LELO からの回答

2026年2月13日 に更新

Dear Phil,

Thank you for your message. Please email us at customercare@lelo.com and include your order number. We will contact the courier to solve this issue for you.
We will do our best to ensure you receive your order.

Regards,

Barbara @ Lelo

LELO からの回答

2026年2月12日

Hello, and thank you for leaving a review. Due to the intimate nature of our products, they do not carry a satisfaction guarantee and may only be returned unopened and unused within 14 days of delivery for a refund. Once the hygiene seal has been broken, the item is no longer eligible for a return for a refund—even if it has not been used. However, we would be happy to assist you through our warranty policy. Please don’t hesitate to contact our Customer Care team so we can help you submit a warranty claim for your item. Kind regards, Siv@LELO

LELO からの回答

2026年1月30日

Hallo,

vielen Dank für Ihr Feedback. Es tut uns sehr leid, dass Sie diese Erfahrung gemacht haben und uns die dadurch entstandenen Unannehmlichkeiten schmerzlich bewusst sind. Wir entschuldigen uns aufrichtig dafür, dass Sie ein defektes Gerät erhalten haben und verstehen, wie frustrierend dieser Vorgang war.

Unser Garantieverfahren ist für alle defekten Geräte gleich, unabhängig davon, ob der Fehler zu Beginn oder erst später während der Nutzung auftritt. Wir verstehen, dass diese Schritte umständlich erscheinen können, sie sind jedoch Teil unseres Standardverfahrens, um defekte Produkte sicher und effizient zu bearbeiten.

Bezüglich der DHL-Rücksendung: Wir haben eine Abholung veranlasst, sodass Ihnen keine Versandkosten entstehen. Alle Anweisungen zur Rücksendung wurden Ihnen per E-Mail zugesandt. Wir möchten außerdem einen wichtigen Punkt klarstellen: Der Kurier wird den Inhalt des Pakets nicht überprüfen. Kunden werden angewiesen, den Artikel sicher im Versandkarton zu verpacken, bevor der Kurier eintrifft. Es ist nicht nötig, das Paket zu öffnen oder den Inhalt jemandem zu zeigen.

Wir bedauern, dass diese Erfahrung zu Ihrer Unzufriedenheit geführt hat und dass unsere Kommunikation Ihnen nicht ausreichend Sicherheit vermittelt hat. Wir nehmen Ihr Feedback ernst und werden es intern prüfen, um die Bearbeitung ähnlicher Fälle zukünftig zu verbessern.

Mit freundlichen Grüßen,
Faye@LELO

LELO からの回答

2026年1月26日 に更新

Hello,

Thank you for your feedback! I’m sorry to hear about your disappointment with your experience.

After reviewing the pictures you shared with us during our communication, we noticed marks indicating that the sanitary seals had been tampered with. Because of this, we’re unfortunately unable to authorize a return or an exchange. For intimate products, an intact safety seal is the only way for us to verify that the device has never been used, handled, or touched.

We do our best to be fully transparent with our customers. All of our terms, conditions, and return policies are clearly outlined on our website. Due to the intimate nature of our products, we cannot accept returns of devices with broken or altered safety seals, as this policy is in place to protect the health and safety of all customers.

Thank you for your understanding.

Kind regards,
Faye@LELO

LELO からの回答

2025年12月23日

Thank you for taking the time to share your feedback with us. We are sorry to hear about the experience you had with your device and the frustration regarding our warranty process.

To ensure a fair and consistent experience for all our customers, providing a video that demonstrates the reported fault is a necessary step for both our 1-year and 10-year quality guarantees.

This is an essential step in our warranty process as it allows us to asses the issue and verify the faultiness of a product before we can proceed with a claim.

You can find more detailed information regarding our warranty policies on our website, lelo.com. We appreciate your understanding regarding these requirements.

Best regards,
Aria@LELO

LELO からの回答

2025年12月18日

Hello,

Thank you for sharing your feedback. We’re really sorry to hear about your experience and for the frustration this has caused. This is certainly not the level of quality or support we aim to provide, and we understand how disappointing it must be to encounter the same issue multiple times.

We’d like to look into this further and understand exactly what’s been happening so we can find a more appropriate resolution for you. We’ve requested some additional information from you via Trustpilot, as it will allow us to review your case in detail and assist you properly.

Kind regards,
Faye@LELO

LELO からの回答

2025年12月17日

Hello. We sincerely apologise for any inconvenience regarding your recent order. Please note that our gift-with-purchase promotion is optional and must be added manually to the cart once the qualifying order total is reached. A pop-up will appear in the cart allowing you to select the gift. If any changes are made to the order—such as applying a coupon or changing the shipping method—that reduce the total below the required threshold, the gift may be automatically removed by our system. Even if the changes are later reversed, the gift will not reappear and must be re-selected manually. Once successfully claimed, the gift will appear immediately after the order is placed and will also be listed in the order confirmation email. Additionally, due to the intimate nature of our products, we do not offer a satisfaction guarantee. Items may only be returned unopened and unused within 14 days of delivery. Once the seal is broken, the item is no longer eligible for return or refund, even if it has not been used. Please also note that Bijoux Indiscrets items (except for the Maze line) are not eligible for return under any circumstances. Our full return policy is available at any time at the bottom of our website under “Shipping FAQs,” and it is agreed to during checkout, as orders cannot be placed without accepting our terms and conditions. We appreciate your understanding and are happy to assist if you have any further concerns. Kind regards, Siv@LELO

LELO からの回答

2025年12月3日 に更新

Hi,

Thank you for sharing your feedback and more information. We’re once again truly sorry for the inconvenience you have experienced!

As discussed in our emails with you, we have arranged for a replacement charger to be sent at no cost and upgraded the shipment to express delivery.

With regard to the delivery timeline, the replacement was indeed processed with express shipping on our end and was expedited from our warehouse. Once a parcel leaves our facility, however, any delays that happen during the carrier’s handling are unfortunately outside of our control.

Regarding your request for a refund, please keep in mind that because of the intimate nature of our products, they cannot be returned once opened. Returns are only possible if the product is unopened, unused, and purchased directly from lelo.com within 14 days of receipt. Since the seal on your device's box has been broken, we were unable to accept it back for a refund or exchange. However, as there was the charger missing from your original order, we did our best to make it right by sending a replacement charger free of charge right away.

We also want to assure you that we strive to answer all customer inquiries as quickly as we can. We assist many customers each day, so while responses may not be immediate by email, we aim to provide careful and accurate support. All of your messages were replied to the same or the following day.

We are truly sorry for the frustration this has caused and appreciate the chance to address your concerns. If you need anything else, please don’t hesitate to reach out.

Kind regards,
Faye@LELO

LELO からの回答

2025年11月25日

Bonjour,

Merci beaucoup d'avoir pris le temps de nous faire part de vos commentaires.

Je suis vraiment désolée d'apprendre que le niveau sonore a affecté votre expérience. Nous prenons ce type de commentaires très au sérieux, et l'un de nos agents vous contactera prochainement par e-mail pour vous aider et examiner ce problème plus en détail.

Cordialement, Eris@LELO
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Hi,

Thank you so much for taking the time to share your feedback.

I'm very sorry to hear that the noise level has impacted your experience. We take this kind of feedback seriously, and one of our agents will be reaching out to you shortly via email to assist you further and look into this in more detail.

Best regards, Eris@LELO