Lhanel (lhanel.co) has a 3.5 out of 5 rating on OK.one, based on 103 user reviews collected here. It is listed under Beauty & Well-being and its reputation is mixed. Opinions are polarized: 63% rate it 4 stars or higher while 30% give 1 star; The business has replied to 100% of negative reviews; Reviews mostly discuss Product, Customer service. Last updated 2026-09-04.
Reviewers had a great experience with this company, expressing overall satisfaction with their purchases and general interactions. Customers frequently praise the support team for being exceptionally kind, responsive, and proactive when handling questions or resolving unexpected problems. Many individuals thoroughly enjoy using the fitness equipment, describing the daily workouts as fun, engaging, and extremely effective for staying active at home. However, some people mentioned experiencing frustrating shipping delays and prolonged waiting periods before finally receiving their packages at home. A few consumers also noted that certain items arrived damaged or experienced mechanical problems shortly after starting to use them regularly.
Auto-generated from all reviews of this business. For reference only.I’m really enjoying using my RockStepper and appreciate the customer service I have received from the company. The initial item I purchased did not perform perfectly and eventually began to squeak. The customer service reps at the company were very responsive and eventually graciously offered to send me a replacement stepper. This new one is performing well so far.
My rocker came to me with a cracked foot pedal- they quickly sent a replacement and when I found that my bands didn't ship- they quickly sent them to me. Great communication throughout the process. I am now learning how not to turn when I use it! I am happy with my purchase.
Great customer service and wonderful experience with the company. Great product.
The elastic bands on my Pilates board broke and I reached out to customer service for a replacement. They sent me two new ones totally complimentary, complete with tracking and it arrived quite fast! Their customer service is quick to respond and very accommodating :)
Purchased the stepper to have a low impact workout and build muscle. Had a few issues with the original purchased stepper, contacted customer service with those issues/photos and they replaced my stepper within a few days of my concern. AMAZING customer service and I love the product! I have also purchased the Reformer set and can't wait to use it!
Wife bought the rock stepper and the welds broke on the part of the rocker that supports you foot. It broke within the first couple of weeks. Good thing it was under warranty and on the plus side they sent out a brand new one right away which is why they get 2 stars and not zero. The second one lasted about 3 months and the welds broke again. This device is not constructed very well and I would advise anyone to not buy this until they sort out their quality control. For context my wife only weighs about 140lbs and she only used it for about an hour a day at a casual pace. I can only imagine how fast it would break for anyone heavier and trying to get a serious workout.
Hi Kevin, We're very sorry to hear about your experience, especially that the same issue occurred twice. We understand how frustrating and disappointing that must have been. We stand behind the quality of our products and would like the opportunity to make this right and ensure this does not happen again. Please email us and reference this review so our team can personally assist you and work toward a satisfactory resolution. Thank you for bringing this to our attention. We truly value your feedback, as it helps us continue improving our products and quality control. Lhanel Team
Amazing customer service!! Unfortunately the first product I received was broken, but after contacting customer service we worked through possible solutions. When none of the solutions worked they promptly replaced my entire Rock Stepper! Thank you for standing behind your wonderful product!!
One of the parts on my rocker snapped and Lhanel sent a replacement immediately!! I was very impressed with their customer service which is not frequently heard of now a days!! Thanks Lhanel!!!
I purchased the Rock Stepper and I love it! I use it nearly everyday and it is a great cardio addition to my routine. On top of loving the Step Rocker, the support staff at Lhanel are phenomenal! They are quick to respond and even quicker to help solve whatever question or concern I have.
I purchased my original Rock Stepper during the holiday rush, so I experienced the slow shipping time that others did. When I reached out to Lhanel, however, they were responsive and apologetic, which I appreciated. My original Rock Stepper broke recently, and it took exactly a week from when I notified Lhanel of the issue until the replacement was at my door. Now that's what I call customer service!
I have only had this rock stepper for a month and the padding already came off the back of it, so its now leaving black marks on my floor since it moves and walk not stay on the pad it came with. Also, the right pedal is broken already. This item turns a complete circle in one workout and will not stay on pad. Very unhappy with this product.
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
My experience the second time around has been very positive. We ordered a rockstepper in December and it took many weeks to arrive. Once it arrived, it lasted two weeks before it broke. I barely used it and I weigh 125lbs, so I know it wasn't something I did. I took pictures of the broken parts and did nothing for a long time. When I finally decided to write them, they responded quickly with an apology and an offer to send me a new replacement. I reluctantly said yes, but it arrived quickly and they were very nice about it. If we are judging a company on their customer service and how well they treat their customers, then I think they deserve a good review.
I really enjoy my rock stepper. The first one I received did break, but when I reached out to customer service they immediately had a new one sent to me free of charge. It’s a fun, easy way to get my steps in.
The company responded promptly to my request & took care of my issue completely & professionally. I highly recommend the Rock Stepper AND the customer service!
They are a good company that actually answers and assist there customers and they do not flood you email
Absolutely amazing customer service should you ever have an issue. Their care, responsiveness and understanding is one of the best I have ever experienced.
This company is a complete scam. Don’t buy anything from this ‘webshop’ Customer service only serve themselves and are answering if they need something. I’m waiting on my money back after a complete hassle to even get information to return something and haven’t been answering since the end of march. June 10th: See the reaction. Complete generic email response as i used to get. I’m not even expecting a product. I’m trying to get my money back. Total scam
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
Took FOREVER to get the Rock Stepper! I mean over a month. However, the company was great with communication. I even made a comment on facebook because it is isn't clear how to get the work out video and the company emailed me to send it to me. They get 10 stars just for communication.
I ordered the stepper in December. I have used it every day/ 10 minutes a day. Today the rocking bar broke while I was using it. Looking through other reviews I see that this has happened before. I did love using it and was definitely seeing results but do your research before ordering. I emailed the company today. We'll see if I get a response.
Hi DS, We’re very sorry to hear about your experience and appreciate you bringing this to our attention. Safety and customer satisfaction are extremely important to us. We’re glad to hear you were enjoying the stepper and seeing positive results before this issue occurred. Our support team has received your email, and we’d like the opportunity to further investigate the matter and assist you directly with a resolution. Thank you for your patience, and please keep an eye on your inbox as our after-sales support team will respond as soon as possible. Lhanel Team
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