ComplaintsforLELO Inc.
Adult Novelties
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Complaint Details
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Initial Complaint
05/14/2024
- Complaint Type:
- Order Issues
- Status:
- Unanswered
Purchases LELO dot in late February 2024. Immediately contacted them to let them know the battery on the device was defective. They would not send a replacement without putting the request though their one year warranty process. The device NEVER functioned properly. This should not be a warranty filing. I do not want a replacement, I want a refund. So far, I have not received. Terrible customer service and very questionable quality on their products. Will never purchase from them again.Initial Complaint
02/26/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Purchased a product 1/27/2023 received 2/5/2023. Product came broken. Contacted customer care via email. Explained, sent video explaining product came broken and I wanted a refund and to return product. Company advised me that they would only replace not refund because package was opened. I explained that I had to open the product to discover it was broken and I just wanted a refund. Company refuses to refund me for sending a broken product. Company acknowledges and agrees product is broken yet refuses to refund.Initial Complaint
12/23/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Ordered December 6th from the company's site from within ******. Received December 10th. Product does not work and is defective. I registered the product online through their website to claim the warranty for replacement of item on 12/12/22. Received an email from support on 12/14/22 claiming within two working business days I would receive a response. Sent an email on 12/21/22 letting the know I had not yet received a response , and still no contact has been made by the company to replace/exchange/refund the item I ordered. I paid $169.15 plus tax.Initial Complaint
11/02/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On 10/25/22, I powered the ORA 3 device I purchased for $188.99 on 10/18/22 and noticed that the product advertised as "quiet" was in fact loud. I wrote LELO asking for a refund. They wrote back asking for, among other info, a video of the device powered on. I responded and provided all the info they requested including a video. ON 10/26/22 at 13:35 UTC, presumably after watching the video I sent, Customer Care rep Filip wrote, "I am really sorry that your device is making such a noise. It should definitely not be that loud!" Then he explained that LELO "cannot accept returns for refund" but that I qualify for a replacement. "To replace the FAULTY DEVICE (emphasis added), you will first have to send the faulty one back." They will refund money if the box is sealed but consumers cannot discover that the product is defective until the box is open and the device is on. Mind you, when you are on the webpage for ORA 3, LELO fails to disclose that consumers can not be refunded for defective products. And, since businesses cannot resell defective products, they already lost the money. So, why are they insisting on losing twice the money by sending a replacement instead of refunding consumers? Are they reselling returned defective products in new sealed boxes? I do not trust this company and you shouldn't either. I do not want to be forced to continue doing business with them or incur additional costs in time by shipping back and forth or filing disputes as there's no guarantee that the next product won't be defective. I want to return the defective device for a full refund.Initial Complaint
10/17/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Had an issue with one of their products. I called the CS number and they said they would send me a link, and that product replacement would be easy. They also asked if I had my original receipt, and when I told them I did not, they said "no biggie". So I followed the link and sent in all required and requested information, including photos, serial number, etc. Company customer service team responds by email several days later, and says that if I don't have the receipt showing purchase within the past year, I cannot file a warranty claim. First of all, this version of the product hasn't even been out for a year! Secondly, nowhere on the box exterior does it say that you have to keep your receipt for warranty. These are discreet, personal, items and I don't even remember if I received a receipt for this, much less what I would have done with it. They give some BS response that I can use a 10 year warranty to get 50% off of something else in their online store. Let's face it, these items are all made overseas anyway and barely cost a few bucks, yet you want to charge hundreds and pretend like you're giving people a discount?!? How about doing the right thing, standing behind your warranty, and giving me the replacement that I deserve? Also, another great piece of customer service where their email states, "Surely we are not in the business of making exceptions." WHAT. A. JOKE.Initial Complaint
05/01/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased the Lelo F1S V2 today and while nefty and cool. The toy itself doesn't fit me at all (too small). The toy does not call out on its packaging about this product NOT being a one size fits all, nor does it call out the size it works for.Initial Complaint
02/02/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased a KegelSmart device to aid for bladder control. I read the listing carefully, researched extensively. The entire size of the device was not clearly available. I believed it was a "universal fit." I received the device & opened the box. There was no "consumer warning" on the two box seals indicating that "if broken" it would VOID return. Wasn't in the listing. I was not "easily aware" of this policy. Unbeknownst to me was the "actual" size. The measurements indicated in the online manual says: 1.3" wide x 3.3" long, but does not list HEIGHT which is approx. 1 1/4" tall. This is where I fall short in my anatomy. Upon receiving I cut the "Non-warned" seal to determine the texture and size. I suffer from Vaginal Atrophy (also called Atrophic Vaginitis) which would make something this "tall" difficult to insert. For all I knew it was 1/2"? 3/4"? This company is centered around Female Concerns and did not mention this device "may not be suitable for .." At no time did I feel this device wouldn't fit. I thought maybe it was a pliable material. The only way to find out is by 'opening the box." I've never purchased a device like this. The company has informed me that my cost of $74.96 is void because I opened the box. There is no mention of the actual size of the device or this policy on the box. No warnings. When I checked the FAQs, before ordering, there was no drop down indicating "Return Policy." Just "Download Manual for our Products." It's expected for Consumers to see this warning on page 12. A mere sentence that says: Any attempt to open or take apart the KegelSmart will void the warranty. It says nothing about breaking the seal on the box! I felt I was ok because I did NOT "open" or "take apart" the actual KegelSmart device. I just opened the box. This policy is hard to find, misleading and unclear. It's not fair to enforce this return policy when I had no prior warning. No phone number on the box. Thank you.Initial Complaint
02/01/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On November 25, 2021, I bought a Intimina Ziggy Cup - Extra-Thin Reusable Menstrual Cup with Flat-fit Design for $29.21. The cup does not do what it claims to do - it does not stay put, so it does not provide protection. I contacted the company, and they gave me the same tips I had already tried. It doesn't work. I asked them for a refund, but they say they don't provide refunds on open-box items. I have to open the box to see if it works. It doesn't work. I wouldn't know if it works or not with the box closed. It doesn't seem like businesses should be able to sell things that don't work and not offer refunds. It seems like you should be able to get your money back on a product that doesn't work.Initial Complaint
11/01/2021
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I ordered a product that was way more than I would normally spend, but based on their amazing list of positive reviews - I splurged and went for it. When it arrived and I tried it out - I didn't like how it worked. This is an intimate product and it was very aggressive when turned on, even at its lowest level. Very uncomfortable and unnatural to hold, and basically no matter what I did, I couldn't enjoy what I paid a lot of money for. When I reached out, they told me there is nothing they can do due to the intimate nature of the product. No possible recycling program (like MANY others offer) no exchange or refund. I was very upset about it because I've purchased things like this before that honored a return program of some kind - how else would you know if you can use it, without trying it out?? There's zero accountability and help offered. I then got a notification asking me to review it, so I wrote a review. An honest one stating my experience and that to be careful about their lack of options if they don't like it. I got an email saying they won't post it, and thanks anyway. Basically, the company is moderating the reviews to make sure nothing negative is being said, and BECAUSE OF THEIR POSITIVE REVIEWS I bought something, and now I am forced to throw it out and lose over $100 of my own money. Even if it was my mistake to not see the no-return policy, you could still try to offer a partial refund or better yet, a system to recycle parts. You're not the only company that sells this stuff AND offers proper returns. It's not rocket science. The worst part of all this is that you're deliberately controlling what people say about you, and taking out the negative reviews. That can't be legal and I hope you pay a penalty for this.Initial Complaint
09/17/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
It's as simple as lelo promises a product that moves in a specific way, yet the joint inside breaks upon first use TWICE now. The advertise a specific use and it DOES not perform as stated. As well it is not water proof as stated and the outer covering comes off within first month of use. They now want to charge me for shipping. This is the SECOND time I have had to claim it on warranty. I refuse to pay any extra for my inconvenience of a product that doesn't work. They sold me a defective product with a promise it can not meet so in my opinion I am owed a new product anytime it breaks within the warranty until the warranty is up at NO COST to me. I did not pay to have a product cost me more money for their companies fault. This has class action lawsuit written all over it. **********************Business response
08/03/2022
Consumer Response /* (2000, 13, 2021/10/18) */ They fixed it and I have a new device on the way
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Customer Complaints Summary
10 total complaints in the last 3 years.
1 complaints closed in the last 12 months.