Skip to content
We Collect & Analyse Reviews

LELO
Experiences & 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.

Overview & Key Metrics

Reviews Analysed 21
Positive Sentiment 33%
Latest Review 12d
Overall Rating
2.3

Our Analysis

🎯

Service quality

Many reviews describe delayed, unhelpful or confrontational support around cancellations, warranties and returns; a minority praise fast, helpful responses.

Share
23%
Weak
💰

Value for money

Multiple reviewers report misleading promotions, missing free gifts and unclear thresholds; a few note products feel premium but are costly.

Share
10%
Weak
⚡

User experience

Customers report a clunky website and checkout, autofill/address errors, unclear promotion display and occasional app or Bluetooth instability.

Share
8%
Weak
🔧

Product quality

Reports split: several praise build quality, feel and longevity; others report faults, malfunctions, battery issues and isolated safety concerns.

Share
18%
Mixed
📞

Communication

Complaints cover misleading promotional messages, missing order confirmations and non‑discrete labelling; some reviewers note fast shipping or timely replies.

Share
14%
Weak
⭐

Overall experience

Overall impressions skew negative: frequent unresolved order, returns or safety issues contrasted with a smaller group describing reliable replacements and satisfaction.

Share
26%
Weak

View all 21 public customer reviews – filtered by relevance →

Our Independent Methodology

How we analyse customer reviews without bias

Data Collection

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

AI Analysis

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

100% Independent

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

Always Current

Updated regularly with the latest reviews and customer feedback.

All Customer Reviews

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

Filter by Rating

Filter by Source

Showing all 21 reviews

All Customer Reviews

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

S
Shane
trustpilot.com Sep 30, 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 Sep 30, 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 Sep 30, 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 Sep 30, 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 Sep 30, 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 Sep 30, 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 Sep 30, 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 Sep 30, 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 Sep 30, 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 Sep 30, 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 Sep 30, 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 Sep 30, 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 Sep 30, 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 Sep 30, 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 Sep 30, 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 Sep 30, 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 Sep 30, 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 Sep 30, 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 Sep 30, 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 Sep 30, 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...

Share Your Experience

Help other customers by sharing your experience with LELO. Your review will be collected and included in our ongoing analysis.

Click to rate

Conclusion

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.