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We Collect & Analyze Reviews

LELO
Experiences & Reviews

LELO is a Swedish-designed brand of intimate lifestyle products, known for electric massagers, vibrators and app-enabled devices. The company sells through its official website and authorized retailers worldwide and typically highlights design, rechargeable models and material safety. LELO offers warranty and customer support channels; consumers often compare prices, promotions and shipping when buying directly from lelo.com or third-party sellers.

Overview & Key Metrics

Reviews Analyzed 21
Positive Sentiment 33%
Latest Review 21d
Overall Rating
2.3

Our Analysis

🎯

Service quality

Many reviews describe slow, obstructive or rude customer support when raising faults; a minority report prompt, helpful warranty replacements.

Share of mentions
20%
Weak
💰

Value for money

Numerous complaints about misleading promotions, missing free gifts and return shipping costs; a few users say build quality can justify price.

Share of mentions
12%
Weak
⚡

User experience

Customers report checkout and website issues (autofill, region offers), app/Bluetooth dropouts and disappointing battery life in some models.

Share of mentions
10%
Weak
🔧

Product quality

Reports span high-quality, durable materials and pleasant feel, but also recurring malfunctions, connectivity failures and at least one reported injury concern.

Share of mentions
18%
Weak
📞

Communication

Frequent concerns about promotional messaging, packaging labels, currency/confusion in offers and unclear return policy or inconsistent replies from staff.

Share of mentions
15%
Weak
⭐

Overall experience

Overall experiences vary widely: some customers praise product quality and resolved claims, while many report unresolved promotions, returns or support failures.

Share of mentions
25%
Weak

View all 21 public customer reviews – filtered by relevance →

Our Independent Methodology

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Data Collection

We analyze public reviews from verified platforms like Google, Trustpilot, and Facebook.

AI Analysis

Our AI detects patterns in genuine customer experiences without modifying content.

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Zero company influence. No payments, no bias — just real customer voices.

Always Current

Updated regularly with the latest reviews and customer feedback.

All Reviews

Filtered, experience-based customer reviews from public sources; vague and duplicate submissions removed.

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Filter by Source

Showing all 21 reviews

All Customer Reviews

Sources: Trustpilot (20) · Collected.reviews (1) · Quotes shortened · As of: October 2025

S
Shane
trustpilot.com Oct 01, 2025

Hello help

Hello I placed an order and paid with Apple Pay and for some reason an old address auto filled and I did not realize it . Reached out to, don’t have a...

J
JW
trustpilot.com Oct 01, 2025

Misleading promotions and awful customer service.

Misleading offer and terrible service I ordered from LELO because a free gift was advertised, but it disappeared after payment. I requested immediate...

K
Kelsey Applegate
trustpilot.com Oct 01, 2025

Not only have a got two faulty products…

Not only have a got two faulty products but make sure you don't take a break in...

C
Claire
trustpilot.com Oct 01, 2025

DON’T EXPECT DISCRETE PACKAGING

DON’T EXPECT DISCRETE PACKAGING! I got my package delivered to work and it was wonderful to have the words “handheld massager” in big letters on the f...

J
Jay
trustpilot.com Oct 01, 2025

This is the second issue I've had with…

This is the second issue I've had with them and it's lil tricks they do. I purchased items to meet the required amount to get a free gift. Upon checko...

L
Lumi
trustpilot.com Oct 01, 2025

Misleading advertising + customer service refusing to answer my questions

Update: we are now at 10 emails of back and forth with the customer support agent refusing to answer the fact that the promotional email said 199 USD...

C
CELSO ROMERO
trustpilot.com Oct 01, 2025

The return policy is terrible and you need to pay ship

The product that I bought is very good but the item after delivered isn't for me! I return unopened package but I paid for ship and the customer servi...

F
Frustrated Lelo Customer
trustpilot.com Oct 01, 2025

Rude Customer "Support"

We purchased a Tor3 device. We persevered multiple times, but every single time our bodies fully converged the deivce would lose Bluetooth connection...

J
Jesse S
trustpilot.com Oct 01, 2025

Excellent customer service

Purchased a new product many months ago. Circumstances were such that I was unable to open it until recently. When a defect was encountered, despite t...

L
Lisbeth Kennedy
trustpilot.com Oct 01, 2025

Faulty devices and appalling customer service, fake guaranteee promises

I purchased a device that starting malfunctioning at its 3rd use. I thought maybe it was no charged enough but the 4th time started malfunctioning aga...

m
mike Bektas Coco
trustpilot.com Oct 01, 2025

I purchased two Lelo male masturbator…

I purchased two Lelo male masturbator toys recently having use dozens over past few years and have to say they are made to very high quality with very...

A
Alex Clark
trustpilot.com Oct 01, 2025

Disgusting customer service

Disgusting customer service - I ordered the LELO Smart Wand 2. Received package 📦 - unopened and both security seals intact. Wanted to return as chang...

O
Orville Zimmerman
trustpilot.com Oct 01, 2025

Let the Buyer Beware

Let the buyer Beware this company is not to be trusted their products suck and they don’t offer...

O
Orville Zimmerman
trustpilot.com Oct 01, 2025

Let the Buyer Beware The product…

Let the Buyer Beware The product purchased was not as advertised basically worthless no power no stimulation no arousa...

A
A
trustpilot.com Oct 01, 2025

Replacement experience

Have purchased many Lelo products over the years and they are of premium quality and durable with long warranties. I recently had my first problem wit...

N
Natalie
trustpilot.com Oct 01, 2025

My wife passed away in March of 2024

My wife passed away in March of 2024. She was my Soul Mate. We were married for 22 years. I miss my wife's touch. So I purchased a SILA™ Aqua product....

M
Miriam Norris
trustpilot.com Oct 01, 2025

Promised gift not sent, company won’t honor promise

Ordered a toy and got a notice “buy another item and get a free gift”. I ordered two, screen showed free gift. Ordered arrived with no gift. I contact...

H
HF
trustpilot.com Oct 01, 2025

Did not fulfill offer advertised on…

**updated from 2 to 4** following this below review I was contacted by customer service who offered me a code for different free gift product since th...

A
Anna Belinda
trustpilot.com Oct 01, 2025

Considering the cost and media reviews…

Considering the cost and media reviews of this brand - you expect 100% results. I got the Sona Cruise 2 and Gigi 2. Neither have hit the top spot desp...

A
Amanda
trustpilot.com Oct 01, 2025

Worrying Lack of Concern for Customer Safety

I reached out to LELO after experiencing physical harm from using one of their products – injuries to sensitive tissue that occurred repeatedly, despi...

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Conclusion

Reviewers report a split picture: many praise LELO’s materials, design and occasional fast warranty replacements, while numerous others describe repeated service failures, unclear promotions and problematic returns. Multiple reviews cite missing promotional gifts, confusing regional offers and return-shipping costs, so check terms and promotional fine print before purchase. If you buy from lelo.com, register purchases, keep order screenshots and document all customer-service exchanges to support warranty or dispute claims. For privacy or discrete-shipping concerns, verify packaging practices with the seller and consider authorized local retailers as an alternative.