LhanelReviews of lhanel.co

Response from LhanelAug 11, 2026

Hi Orlando, We’re sorry to hear about your experience. We understand your concern regarding the cancellation request. For cancellations, we first need to verify the order status with our fulfillment team. If an order has already entered the fulfillment or shipping process, cancellation may no longer be possible, even if tracking information has not yet been provided. We’d be happy to look into this further. However, we’re unable to locate an order using a username alone. Please contact our support team directly with your order number and the email address used to place the order so we can identify the order and check its current fulfillment status. Lhanel Team

Response from LhanelJun 10, 2026

Hello Lora, We sincerely apologize for your experience with the rock stepper. This is absolutely not the quality we aim to provide to our customers. We stand behind our products and always want to ensure our customers receive equipment that is durable, safe, and performs as expected. We understand how frustrating it must be to have the padding come off, the machine move during use, leave marks on your floor, and now have a broken pedal after only one month of use. This is certainly not the experience we wanted for you. Unfortunately, we are currently unable to locate an order under your name in our system. Please email us directly with a copy or screenshot of this review along with your order information, and we will make sure to properly address this issue and assist you as quickly as possible. Thank you for bringing this to our attention, and again, we truly apologize for the inconvenience. Lhanel Team

Response from LhanelJun 10, 2026

Hello, We sincerely apologize for the delay and frustration you’ve experienced. We understand how upsetting this situation must be, and we never want our customers to feel ignored or disappointed. At the moment, your order appears to still be in pre-order status, which may have caused the unexpected delay. However, while trying to locate your order in our system, we were unfortunately unable to find it based on the information currently available. We would appreciate it if you could please email us with your order details, including your full name, order number, and the email address used for the purchase. Once we receive this information, we will look into this matter immediately and do our best to provide an update and assist you further. Again, we sincerely apologize for the inconvenience and appreciate your patience. Lhanel Team

Response from LhanelMay 11, 2026

Hi Pam! We’re very sorry to hear about your experience and sincerely hope you’re recovering well after the fall. Your safety is extremely important to us, and we understand how upsetting this situation must have been. Regarding your order, during the holiday period in early December we experienced an extended preorder processing window of approximately 6–9 weeks due to high demand. We apologize for the delay you experienced at that time. As for the product issue, we do have an after-sales support team that can further investigate what happened and review your case thoroughly. Please email us with your order details, photos, and any additional information so we can assist you directly and work toward a resolution. Thank you for bringing this to our attention. Lhanel Team

Response from LhanelApr 16, 2026

Hi Ken, We’re truly sorry to hear about your experience, and we appreciate you bringing this to our attention. We stand firmly behind the quality of our products and our after-sales support. What you described is not the experience we want any of our customers to have. Please don’t worry, if your stepper broke during normal use, we will fully take care of this for you. We are committed to making this right by arranging a replacement or appropriate solution as quickly as possible. Kindly send us a direct message with your order details so we can prioritize your case and assist you right away. Thank you for your patience, and again, we sincerely apologize for the inconvenience. Lhanel Team

Response from LhanelApr 9, 2026

Hello Kelly, Thank you for your feedback, and we sincerely apologize for the delay and lack of updates regarding your order. Please note that this item is a 2–4 week pre-order, which can sometimes affect delivery timelines. That said, we understand how important clear communication is, and we’ll continue working to improve in this area. We also want to clarify that we encourage honest feedbacks from our customers, as your feedback helps us identify concerns and continuously improve the quality of our products. We’ve reached out to you via email to address your concerns about the product quality and to make things right. Please feel free to respond there so we can assist you further. Thank you again for bringing this to our attention. Lhanel Team

Response from LhanelApr 5, 2026

Hi Jess, I sincerely apologize for the frustration and concern expressed in your review. We take these matters very seriously and want to address the timeline and the status of your order directly. While we did experience an extension beyond the standard 3–5 week pre-order window due to the significant holiday rush and high sales volume earlier this year, our fulfillment logs currently do not show any orders extending into a 10-week delay without a specific resolution in place. To ensure we investigate this thoroughly and rectify the situation we need to look into the specific details of your transaction to see exactly what transpired and why your shipment has not yet been fulfilled. As you mentioned dispute has been filed for this order, we will need to check another factor that made reason why this has not been delivered. However, we want to find a middle ground that makes you feel secure. Please email us at [email protected] with your order number and the name on the account. We are committed to a transparent resolution and want to provide you with the proof of shipment or the refund you are looking for. We appreciate your feedback and hope for the opportunity to make this right. Lhanel Team

Response from LhanelMar 30, 2026

Hi Cindy, We are so sorry for making you feel this way and for the frustration you've experienced while trying to sort out your orders. We want to clarify that we do have a standard return process for items ordered by mistake, which is fully outlined on our returns website. Additionally, we have a clear procedure in place for handling pre-order cancellations. We absolutely want to ensure your situation is resolved according to these guidelines without any unnecessary back-and-forth. To ensure that we handle your specific case properly and get this sorted out for you, please send us a direct email at [email protected] and refer to this Trustpilot review. We will immediately pull up your account and assist you with both the return and the cancellation. Lhanel Team