LhanelReviews of lhanel.co

Response from LhanelFeb 10, 2026

Hi Julie, We understand your disappointment in not receiving your Rock Stepper yet, and we want to ensure you have the correct information regarding your order’s progress. To clarify our process, the standard estimated dispatch timeframe for pre-orders is 3–5 weeks. However, please note that we implemented an Important Holiday Pre-Order Notice (applicable to orders between November 10 – December 20) which carries a fulfillment window of 6–9 weeks due to seasonal volume. Since you ordered on January 3rd, your order is currently at the 5-week mark. This means it is within the standard processing window and is moving through our production queue as planned. I have reached out to you directly for the status update of the order and ensure that everything runs smoothly. Lhanel Team

Response from LhanelFeb 10, 2026

Hi Victoria, We understand your frustration regarding your Rock Stepper order, but we want to ensure the facts regarding our process are clear. To clarify our timeline, the standard estimated dispatch for pre-orders is 3–5 weeks. However, as noted on our website, we implemented an Important Holiday Pre-Order Notice (Nov 10 – Dec 20) which carries a fulfillment window of 6–9 weeks due to high seasonal volume. As your order was placed on December 24, it falls immediately following that peak window and is being processed accordingly within our production queue. We have sent you an email to the address on file asking for a final update regarding how you wish to proceed. Please check your inbox (including your spam folder) or email us directly at [email protected] referencing this Trustpilot review so we can finalize your request. Lhanel Team

Response from LhanelFeb 10, 2026

Hi Friendly Bob, We understand your frustration and appreciate the opportunity to clarify the situation regarding your order and our communications. To provide context, the standard estimated dispatch timeframe for the Rock Stepper is 3–5 weeks. During our peak season, however, orders placed between November 10 and December 20 are subject to our Important Holiday Pre-Order Notice, which carries a fulfillment window of 6–9 weeks. Your order is currently being processed within this scheduled production queue. Regarding your request, our records indicate that we previously sent two separate request in this platform for specific order details so that we could assist with your cancellation or refund. We haven’t yet received a response, and we want to make sure we have the correct information to resolve this for you. Additionally, we have been unable to locate an account or order history under the name or email provided, which is why we’ve had difficulty matching your review to an active order. Once we have the correct details, we’ll be happy to help you promptly. Thank you for your understanding and for working with us to sort this out. Lhanel Team

Response from LhanelFeb 10, 2026

Hello Elizabeth, We sincerely apologize for the frustration and the lack of updates regarding your order. We have successfully located your order in our system, and we would like to clarify the timeline for your Rock Stepper to ensure you have the correct information. Our standard estimated dispatch timeframe for pre-orders is 3–5 weeks. As your order was placed 4 1/2 weeks ago, it is currently still within this standard fulfillment window. Your order is moving through our production queue exactly as scheduled and is not considered delayed. Please note that tracking numbers are typically activated once the package hand-off to the carrier is finalized at the end of the pre-order period. We have reached out to you directly via the email address on your order to provide a formal status update and ensure you have the correct tracking details as they become available. Lhanel Team

Response from LhanelFeb 6, 2026

Hello Kathryn, We would like to clarify the facts regarding your request and our ongoing communication. To address the timeline first, our standard pre-order fulfillment is 3–5 weeks, with an extended 6–9 week window for orders placed during our Important Holiday Pre-Order Notice. However, as your request was for a cancellation, we focused on providing you with the best possible resolution. Regarding our communication, we have been in active contact with you. The 15% and 30% discounts were provided as optional offers to ensure we have given all our most generous resources and alternatives to you before closing the order. Our goal is always to provide every possible resource to our customers to ensure satisfaction. Lastly, we can confirm that your order has now been officially cancelled by our team following the final confirmation of the last offer provided. The refund has been processed on our end. Lhanel Team

Response from LhanelFeb 6, 2026

Hi Kelly, We understand your disappointment regarding the wait, and we want to ensure you have the correct information regarding your order’s progress. To clarify our process, the standard estimated dispatch for the Rock Stepper is 3–5 weeks. However, as noted on our website, we implemented an Important Holiday Pre-Order Notice (Nov 10 – Dec 20). Because your order was placed on December 22, it falls immediately following that peak window and is being processed within an estimated fulfillment window of 6–9 weeks due to high seasonal volume. At the 7-week mark, your order is moving through our production queue exactly as scheduled and is not considered "behind." Rest assured as indicated in my email, I will be reaching out to you directly to secure your correct order information and provide a formal status update. Lhanel Team

Response from LhanelFeb 5, 2026

Hi Lisa, We understand your frustration regarding the wait, but we would like to clarify the timeline for your order to ensure you have the correct information. The standard estimated dispatch time for the Rock Stepper is 3–5 weeks. However, as noted on our website, orders placed during our peak season are subject to the Important Holiday Pre-Order Notice (November 10 – December 20), which carries a fulfillment window of 6–9 weeks due to high seasonal volume. At the 6-week mark, your order is moving through our production queue exactly as scheduled and is not considered delayed. Regarding your recent outreach, we have reviewed our records and we have already sent you an email update requesting confirmation to ensure we have addressed your concerns accordingly. Kindly respond back to that email so we can finalize your status update and ensure your order is handled to your satisfaction. You may also reach us at [email protected] referencing this Trustpilot review. Lhanel Team

Response from LhanelFeb 5, 2026

Hi Cynthia, We understand your frustration regarding the wait, but we would like to clarify the facts regarding your order and our communication. Regarding the timeline, the standard estimated dispatch for the Rock Stepper is 3–5 weeks. However, as stated on our website and at checkout, orders placed during our peak season fall under the Important Holiday Pre-Order Notice (Nov 10 – Dec 20), which carries a fulfillment window of 6–9 weeks. Since your order was placed on December 12, your delivery on February 4th was well within the scheduled holiday fulfillment window. We also want to address your concern regarding returns. Please be assured that our 30-day money-back guarantee starts upon the receipt of your item, not the order date. You are well within the timeframe to initiate a return if you are unsatisfied. Regarding your outreach, our records show that we have been sending out emails to follow up on your concerns for almost a month now. Since we have not received any response from your end. At this time, we consider this review and your request as resolved on our end. We will reach out to you directly one last time to ensure you have the correct information to proceed should you choose to respond later. Lhanel Team