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.
Examples from available reviews (Nov 2021 – Feb 2026).
Device lost Bluetooth during use and customer service delayed resolution.
“this device does not work if covered”
Customer service resolved a late-discovered defect and provided restitution.
“customer service was incredibly understanding and trusting.”
Free gift promotion disappeared and cancellation requests were ignored.
“Misleading offer and terrible service”
Product caused injuries and customer service responded evasively without investigation.
“experienced physical harm from using one of their products”
Many reviews describe slow, obstructive or rude customer support when raising faults; a minority report prompt, helpful warranty replacements.
Numerous complaints about misleading promotions, missing free gifts and return shipping costs; a few users say build quality can justify price.
Customers report checkout and website issues (autofill, region offers), app/Bluetooth dropouts and disappointing battery life in some models.
Reports span high-quality, durable materials and pleasant feel, but also recurring malfunctions, connectivity failures and at least one reported injury concern.
Frequent concerns about promotional messaging, packaging labels, currency/confusion in offers and unclear return policy or inconsistent replies from staff.
Overall experiences vary widely: some customers praise product quality and resolved claims, while many report unresolved promotions, returns or support failures.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Collected.reviews (1) · Quotes shortened · As of: February 2026
I have used this company for many years now, as one of the sites where I purchase my sex toys. The quality is first class, the service is first class, in my opinion it is one of the best. In my recent purchase, I was seeking a vibrator to replace a faulty one, and after extensive searches found the LELO website which ha just the thing! (and at a reasonable price!) Excellent service and tracking of brought item.Excellent product exactly what the information about the product described. Seamless checkout process and clear website design. I had a query and the customer service dept. emailed me straight back and were happy to help.No problems whatsoever and the product is 100% as expected. Would definitely use again. Thank you
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarized without changing the content of 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.