ComplaintsforILF LLC

• Initial Complaint

  12/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a *** toy from Fleshlight as a gift on 12/8/2023. In addition to the *** toy, I also bought items to use with the toy such as cleaner, lube, and powder. The shipment arrived on 12/13/2023. I quickly opened the exterior shipping box to find the contents: The fleshlight sextoy I had ordered in its retail box and the accessories to go with.I immediately noticed the outside of the fleshlight box was heavily worn and appeared to have been opened and resealed a number of times. There was fraying on the outside of the box, and the clear plastic stickers looked as though there was dirt/debris on the adhesive. When I went to peel the adhesive back, I could see the cardboard had already been torn from opening. I removed the fleshlight from this packaging and opening the lid. Much to my horror the "hole" portion where a man would insert his unit had a big brown ***** of something. Not only that, the item did not appear to be brand new.The cardboard insert inside the box which is used to hold the sextoy in its box was ripped/torn. It appeared to have been re-inserted a number of times.I contacted fleshlight immediately on 12/13/2023 and submitted several images when I initiated the contact. I heard back from their customer service in which they stated: "Your photos have been reviewed by our production team and there appear to be no damages or defects to the items that will effect the use or integrity of your item(s)" Clearly ignoring my concern. After replying a few times I have received no help from customer service and no actual acknowledgement of my concern.I was under the impression the *** toy I was buying would be brand new, not used. Obviously there are concerns with regards to health, safety (STDs), etc, and it is clear this toy cannot be gifted or used. Fleshlight has not offered a refund despite my request for a refund.

  Business response

  01/05/2024

  Apologies on behalf of *** in regards to your damaged shipment. Due to the nature of the products, no items are resold, to avoid any potential contamination. However, your concern is definitely understood and appreciated. 

  Attached is a prepaid return label to send back the order, to the Austin ********* for a refund. Your claim has been logged on their end to avoid any issues with the refund. The items will be immediately processed upon arrival. 

• Initial Complaint

  10/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Order # US111844FJ. Placed order and paid for next day air. I received a notification on scheduled delivery date that delivery had been made and immediately went to check and saw no package. I then look at the delivery photo and realize that it isnt my apartment. I reached out to this company 3 times and received a response. On the fourth try I received a response telling me that theyll go through *** to file a claim first. I then receive a follow up message after 4 days asking me to verify order number and address so that they can file a claim with ***. The strategy of customer support has been to ignore, then delay endlessly. Terrible company.

• Initial Complaint

  06/29/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I made an order with them on May 29 . US1424703FL . One of the sleeves has a hole in it . They were quick to get back to me . I've sent pictures and was told that they couldn't see the issue . Ive sent an updated picture with my finger in the hole just so they can see the issue and have yet to recieve any more correspondence from them

  Business response

  07/11/2022

  A replacement sleeve was shipped and delivered on July 7th, 2022. Screenshot of the tracking is attached. The delivery address is below:

  ***************************

  7708 paseo del reyapt 6playa del rey, ** 90293

   

  UPS Tracking:1Z8W01R0YW09159207
  

   

  We notified the customer on June 29th in regards to the replacement being sent. Screenshot of the conversation is attached.
  

  Customer response

  07/11/2022

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  Regards,
  
  
  *****************************

• Initial Complaint

  01/06/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This concerns order number US1302013FL from December 2021. The wrong sleeve was sent and would like the correct item to be sent to me. I have emailed customer service and left a voice mail on their service describing the problem and gotten no response.

  Business response

  01/28/2022

  Claim
  16433296
  
  Hello, we have not yet received word from this customer. I sent him an email just now, asking for a photo of the incorrect item. Once he can provide that, we will send a replacement order to him.
  
  This is the email that we have for him:
  ******************

  Customer response

  02/04/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and the business has satisfactorily resolved the situation as of 02/04/2022.

  Thank you for your assistance. Resolution would not have occurred without your help! Am most grateful to the Better Business Bureau.
  
  Regards,
  
  *************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩