LhanelReviews of lhanel.co

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

Response from LhanelFeb 3, 2026

Hello M, We understand your concern regarding the status of your Rock Stepper, and we would like to clarify the timeline for your order. The standard estimated dispatch for pre-orders is 3–5 weeks. However, as noted on our website, all orders placed during our peak season are subject to the Important Holiday Pre-Order Notice (Nov 10 – December 20), which carries an extended fulfillment window of 6–9 weeks due to high seasonal volume. Based on your 4-week timeline, your order is currently moving through our production queue exactly as scheduled. Regarding your communication, we have searched our records and are unable to locate an account or any email history under the name "M M." Because we cannot identify your order in our database, we have previously requested information from you to address this accordingly, but we have not yet received those details. You may email us at [email protected] referencing this Trustpilot review so we can help you with your concern. Lhanel Team

Response from LhanelJan 29, 2026

Hi Adam, Thank you for taking the time to share your concerns. We’re truly sorry to hear about your experience and understand how discouraging it can feel when you haven’t received the update you were expecting. We take feedback like this seriously and want to look into your order specifically so we can provide clear and accurate information. To ensure your concern is reviewed by the appropriate team, we kindly ask that you email us directly and reference this review, allowing us to handle your case accordingly. We appreciate you bringing this to our attention and look forward to the opportunity to assist you. Lhanel Team

Response from LhanelJan 27, 2026

Hi Tricia, We’re truly sorry that this experience has made you feel this way. We completely understand your frustration, especially given the original 3–5 week timeframe and the repeated delays you’ve encountered. Your patience has been greatly tested, and we sincerely apologize for the inconvenience and disappointment this has caused. Please know that this is not the experience we want for our customers. We are actively looking into your order and will make sure this is properly sorted out as soon as possible. We appreciate you bringing this to our attention and thank you for giving us the opportunity to make things right. Lhanel Team

Response from LhanelJan 11, 2026

Hello Sara, Thank you for taking the time to share your experience and letting us know how distressing this situation has been for you. We sincerely apologize for the frustration caused. We want to clarify that we are unable to process the refund on our end because the order has an open dispute with your credit card company. This restriction is standard practice for disputed transactions, as the issuing bank temporarily holds the funds for your protection. For details regarding the dispute process or the status of the payment, we kindly recommend contacting your bank directly. Please know that review has no connection to the dispute process of the bank. Our intention has always been to resolve this matter and ensure that your concerns are addressed. We fully respect your choice regarding the dispute process and your review. Lhanel Team

Response from LhanelJan 11, 2026

Hello Maggie, We sincerely apologize for your experience and understand how frustrating this situation has been. This is not the kind of service we aim to provide, and we’re truly sorry that we fell short of your expectations. We never want any customer to feel unheard or misled. The delays and communication issues you experienced are something we take seriously, and we are actively working to resolve outstanding orders and improve our processes. We would really appreciate the opportunity to sort this out with you directly and make things right. Please reach out to us through our official support channel so we can review your order and provide a proper resolution as quickly as possible. Thank you for bringing this to our attention, and again, we apologize for the inconvenience and frustration this has caused. Lhanel Team

Response from LhanelJan 2, 2026

Hi Tomozou, We’re truly sorry for the delay and for the gaps in communication. This is not the experience we want for our customers, and we completely understand your frustration. We don’t want this situation to go unresolved, and we’d really like the opportunity to make things right for you. Please email us directly at [email protected] so we can personally review your order, provide a clear update. Lhanel Team

Response from LhanelDec 28, 2025

Hi Michelle, We sincerely apologize for the delay and for the frustration this has caused. This is not the experience we want for our customers, and we understand your concerns. Please email us directly at [email protected] with your order details so we can review this immediately and work to resolve it for you as quickly as possible. We are committed to sorting this out and ensuring everything is properly addressed. Thank you for bringing this to our attention. Lhanel Team