Customer feedback shows a clear pattern: many users report problems with promotions, returns, packaging and customer support, while other buyers highlight durable, high‑quality products and effective warranty replacements. Several reviewers describe device malfunctions or connectivity issues; one review reports physical harm, indicating the importance of checking safety guidance and suitability before purchase. Recurrent promotional and checkout complaints suggest verifying offer terms and cart contents prior to completing an order. If you consider buying, retain order confirmations, review the returns policy and contact support promptly if problems arise; weigh the premium price against the mixed reports on reliability and service.
Examples from available reviews (Jul 2022 – Feb 2026).
Advertised free gift not included and customer service ignored cancellation requests.
“free gift was advertised, but it disappeared after payment.”
Device loses Bluetooth when covered and warranty process was protracted and intrusive.
“would lose Bluetooth connection”
Product is premium quality and warranty replacement arrived within a week.
“brand new replacement within a week”
Customer service provided a voucher to resolve the missing promotional gift after follow-up.
“offered me a code for different free gift product”
Many reviews describe delayed, unhelpful or confrontational support around cancellations, warranties and returns; a minority praise fast, helpful responses.
Multiple reviewers report misleading promotions, missing free gifts and unclear thresholds; a few note products feel premium but are costly.
Customers report a clunky website and checkout, autofill/address errors, unclear promotion display and occasional app or Bluetooth instability.
Reports split: several praise build quality, feel and longevity; others report faults, malfunctions, battery issues and isolated safety concerns.
Complaints cover misleading promotional messages, missing order confirmations and non‑discrete labelling; some reviewers note fast shipping or timely replies.
Overall impressions skew negative: frequent unresolved order, returns or safety issues contrasted with a smaller group describing reliable replacements and satisfaction.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Collected.reviews (1) · Quotes shortened · As of: February 2026
Reviewer alleges deceitful customer service and cheaply made products misrepresented as Swedish.
“Deceitful and evasive customer service”
Company accepted fault for VAT error but failed to take action to resolve it.
“Lelo have accepted the fault lies with them but have done nothing”
Item arrived defective and the company is refusing to refund the purchase.
“item was defective and would not charge or turn on”
Reviewer disappointed and company refused an exchange for the unused item.
“company refuses to exchange it”
Product broke within weeks and warranty claim denied without video evidence.
“broke within a few weeks”
Sona Cruise 2 proved faulty repeatedly despite replacements and cannot be recommended.
“Sona Cruise 2 is a faulty product.”
Advertised free gift was removed at checkout and returns required photos and paid shipping.
“website automatically adds a free gift to your cart and remove it the last second”
F2S gen 2 sleeve is versatile and considered the best by this reviewer.
“by far the best”
Item arrived without a charger and refund was refused after opening the box.
“Lelo sent an item without a charger”
Product is overpriced, too small, and non-refundable once opened.
“once you take it out the box there is no refunds”
Consistent good service, quality products, and discreet packaging reported.
“Always good service.”
Received marketing emails despite never subscribing, indicating poor data management.
“I was receiving marketing emails from them.”
Repeated device failures with battery, sleeve and button issues damaged confidence.
“Charge don’t hold long enough”
High-quality products that are easy to clean and satisfy expectations.
“High quality products, easy to clean.”
Customer care manager Ivana resolved shipping and emailing issues professionally and kindly.
“Ivana was incredibly kind, caring, informative, helpful”
Sleek design and effective product with high-quality materials and easy cleaning.
“Sleek design and effective product”
Customer service resolved a shipping problem promptly and products were excellent.
“customer service helped me out super well”
Customer service corrected an address error and ensured the gift arrived on time.
“Martha who helped me out with my issue and the gift came on time”
Ora 3 performs well with premium build; shipping hiccup was resolved quickly.
“The product itself is great!”
Sona Cruise 2 broke after one use and customer support refused replacement.
“my GF only got to use it once before it broke open”
Order used an old autofill address; website lacked confirmation emails.
“an old address auto filled”
Advertised free gift not included and customer service ignored cancellation requests.
“free gift was advertised, but it disappeared after payment.”
Received two faulty products and experienced poor customer service.
“Customer service sucks”
Package labelled conspicuously, resulting in a lack of discrete packaging.
“DON’T EXPECT DISCRETE PACKAGING!”
Free gift eligibility was obscured by shipping cost adjustments at checkout.
“what they will do is remove the gift from your cart”
Promotional email promised a gift over 199 USD but support insisted on Euros.
“the threshold is 199 Euros, not US dollars”
Product wasn't suitable and return required paid shipping and poor support.
“I paid for ship and the customer service was terrible”
Device loses Bluetooth when covered and warranty process was protracted and intrusive.
“would lose Bluetooth connection”
Customer service resolved a defect outside the return window and offered restitution.
“customer service was incredibly understanding and trusting”
Device malfunctioned after a few uses and the warranty offer was unsatisfactory.
“device that starting malfunctioning at its 3rd use.”
High-quality materials and design, though battery life can be disappointing.
“battery life can be disappointing for the price paid”
Unopened return was refused and customer service accused the reviewer of tampering.
“They said I’d tampered with one of the seals”
Reviewer claims the company is untrustworthy and products are poor quality.
“Let the buyer Beware this company is not to be trusted”
Purchased product was ineffective and reviewer warns there is no satisfaction guarantee.
“The product purchased was not as advertised”
Product is premium quality and warranty replacement arrived within a week.
“brand new replacement within a week”
Product provided comfort after bereavement and helped with longing for touch.
“this product has helped when I ache for her touch”
Free gift shown at checkout was not included and customer service was unhelpful.
“Ordered arrived with no gift.”
Customer service provided a voucher to resolve the missing promotional gift after follow-up.
“offered me a code for different free gift product”
Products felt luxurious but did not produce orgasms for this reviewer.
“Neither have hit the top spot despite many attempts at trying.”
Reported repeated physical injuries from a product but company responded evasively.
“experiencing physical harm from using one of their products”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
LELO is a manufacturer and retailer of premium intimate lifestyle products and accessories, including app‑connected devices. The brand sells directly via its website and through third‑party retailers, and its range commonly emphasises design, materials and packaging.