Many reviewers describe repeat product failures and remedies being denied for faulty items. Several mention missing accessories and promotional gifts disappearing at checkout. Others highlight quick, helpful named agents and products with a premium look and feel. Overall, feedback splits between breakdowns and accounts of acceptable replacements or support fixes.
Examples from available reviews (Jul 2022 – Mar 2026).
Product broke within weeks and warranty claim denied without video evidence.
“broke within a few weeks”
Unopened return was refused and customer service accused the reviewer of tampering.
“They said I’d tampered with one of the seals”
Customer care manager Ivana resolved shipping and emailing issues professionally and kindly.
“Ivana was incredibly kind, caring, informative, helpful”
Product provided comfort after bereavement and helped with longing for touch.
“this product has helped when I ache for her touch”
Many reviews describe refunds refused, warranty claims rejected, and replies that feel slow or evasive. Some mention missing chargers, exchanges denied, and requests for intrusive proof such as videos. A smaller group says specific staff members handled issues quickly and politely.
Several customers say the products feel overpriced given battery issues, short lifespans, and no refund once opened. Others point to premium materials and design and feel the price makes sense. Missing promotional gifts and unexpected shipping changes also lower the sense of value.
A few reviewers praise the site for fast ordering and convenient autofill. Discreet packaging varies; several customers report obvious labeling. A minority say the products brought emotional comfort or strong personal satisfaction.
Many reports describe devices breaking after a few uses, batteries failing, and Bluetooth dropping during use. Other reviewers cite sleek styling, easy cleaning, and sturdy build on certain models. Complaints about the same model failing more than once show up often.
Several reviewers mention unsolicited marketing emails and confusing promo terms, including currency thresholds. Many also describe unclear free-gift rules and last-minute changes in the cart. A smaller set praises clear, helpful messages from named support staff.
Reviews are sharply split between low ratings focused on defective products and service problems, and higher ratings highlighting effective support and quality items. Most negative service stories center on returns and warranty steps. Positive posts often mention quick replacements and standout help from individual agents.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Collected.reviews (1) · Quotes shortened · As of: March 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 designs and makes intimate lifestyle products and personal massagers. Its range includes rechargeable vibrators, silicone sleeves, and electronic massage devices. Items are sold through an online store and retail partners worldwide, and reviews mention models such as Sona and Ora. Many products use USB charging and silicone materials. LELO also runs warranty steps and support channels for returns and replacements.