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.I 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.I ordered a product and it just went to somebody else. I waited for five days. I called their client service and asked what was going. They checked and apologised right away. I could not blame them, we are in a situation never seen before. They fixed the mistake and the product was in my hands 6 days later. The explanation was that the delivery service was a third party. I said I did not mind as long as got my product within a reasonable amount of time.I 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 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.I 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!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.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 ordered a product and it was delivered on time but... it was not the colour I had ordered. I really wanted that colour so I contacted their client service. They responded by e-mail after one day, good English (really rare in my experience). The product arrived as promised. Unnecessary mistake but it is OK.Ordered 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.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.Hard 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.After a few days of receiving my toy it stopped working. I got mad, asked for a new one. It was fairly easy to reach the company but the negotiation lasted a bit longer than I expected. I understand that this product is specific, Covid and everything but I wanted a new one or my money. They contacted me two days later and fixed the problem.Purchased the Sona 2 3/2019. It broke outside 1 yr warranty replaced under the 10 yr warranty(50% off). Got replacement 5/2020. 2 days ago it stopped working. I filed a claim. They are saying that because this is a replacement of the original purchase that they are going to give me another 50% off code.I spent one day trying to get in touch with them. I had a problem with one product and needed some advice. Once they responded, it was an easy ride. However, it took them one day to respond to a chat message. Maybe I should have used some other options, why the chat options is there and is supposed to be the fastest. The rest was OK.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.Goinng 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.I ordered a product and waited for two weeks. Nothing. I contacted LELO customer service and they said it should have arrived. I asked them to check again. Half an hour later they informed me that there was a misunderstanding with the local delivery company due to some Covid rules. 3 days later the product arrived.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!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.I 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!When Lelo first launched, I thought we were going to be huge friends! High tech sex toys is right in my wheelhouse! But with having spent over $800 in 5 plus years, I'm continually let down. Why do I keep trying? I WANT to like this company. But the products fail. The company DOES NOT have an easy return policy. If it's past 12 months, and these products should last years, they bless you with a 40% discount for buying a new product. Seriously? Let's look at this: 1. Retailers buy from Lelo at a better discount than 40%! 2. This means Lelo is REWARDED for having a failed product by selling at better margins direct to consumer. 3. What would be the incentive for Lelo to improve quality control when they get a second sale on top of each original sale? It's a brilliant strategy, and I'm sure the CEO is laughing all the way to the unemployment line. In the end, customers want quality. We are PAYING for quality! Not for a hassle and a replacement. I've noticed Lelo is loosing traction with retailers. When I've asked, I'm told it's due to the poor quality control. It's curious as to why they keep bringing new product to market, when they can't get the quality control - under control. So no this is not a white glove high end experience. This is low quality products sold at a high price, where you are then interrogated as to if you dropped the toy, submerged it, looked at it wrong. If you survive the questioning, and don't give up on the correspondence back and forth, and you will pay to ship the product to them, they may grant you the right to spend directly with them, bypassing their retailer, and keeping the high margin sale for themself! Why the return? They know you have the product from the serial number. They know they fail. Most people won't go the extra step and ship a dirty toy to the manufacturer. It's gross, and humiliating. They know this, and use it to their advantage. Nice huh! In contrast, I've got Hitachi Wanda that are 10 plus years old! I've had Doxy products fail, and had a replacement shipped to me same day I reported it! But not Lelo. Classy outfit! PS - I have voiced these concerns to Lelo on several occasions, and to date, no they have not made the situation right.I 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 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.My toy got lost. No idea how. I contacted their customer service. I gave them all my info and they said they would call me as soon as possible. I got the call the following day. There was some problem with the delivery company. They asked me if I could be patient, they would solve it soon. 5 days later I received my toy.