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.
What reviewers say
AI generated
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.
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please be warned I ordered this early december as a Christmas gift for myself, YThe credit card was charged 12/8/25 ish Never got product for weeks-6-7 until I emailed company, then it arrived. I weigh 160 lbs and used it as directed on carpet and only 2-3 days a week. This morning it broke suddenly and I wiped out, unable to get my feet off fast enough. The company is resisting reimbursement! I am going to try to attach pictures. I landed on my tailbone and arm/shoulder. Believe me, the last thing I want to do is get on another one of these things. I jump rope and walk/jog, lift weights, not weak or unable to use it properly. Just be careful.
Reply from Lhanel2026-05-11
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
Fun equipment, but shipping took longer than advertised.
I was so excited to find something that looked fun and compact to be able to work out in my house with limited space! The disappointment was the waiting process. At the time of purchase, it was advertised that shipment would take place between 1-3 weeks. By the 4th week of waiting, I reached out to ask about my order. There was a delay with customs. Understandable. I was offered a mystery gift as compensation. There was no gift in the package when my order arrived. It turned out they were issuing me a digital gift card when I reached out again. I understand the mystery part, but please give a little more guidance if we're supposed to look elsewhere outside of the physical package.
Onto the rock stepper... It was a bit awkward stepping onto it while trying not to fall over or lose my balance. It feels like you're very high up, but after a little practice with balancing and rocking, it gets easier. And I was right - it is fun! I am looking forward to using it daily and increasing my time slowly.
Please update your shipping timeline to account for any hurdles along the way. I think you'd have less frustrated customers if you don't overpromise on something beyond your control.
Revised again - finally received response.
Revised review, one star - still no response!!!!!!
Product - fine. But I am an affiliate for this brand which means I help promote my use of the product and I earn a fee for purchases made from my link. It's how so many things work.
BUT I HAVE NOT RECEIVED A PAYOUT IN A MONTH - they are marked as FAILED in my Social Snowball portal and the company that handles the program says that Lhanel does not have enough funds in the payout account to pay my affiliate fees.
I have contacted CS multiple times through email, facebook, instagram and zero response.
I still think my Rock Stepper is a great tool and I use it almost daily, but I refuse to let this company profit off of me regularly and not pay me the small fee I signed up for. They owe me a good chunk of change at this point, and I just want them to uphold their side of the contract.
I love my rock stepper!
I bought this because I deal with chronic physical issues, and it seemed like the perfect way to stay active on bad flare-up days without having to go outside. It's been a fantastic workout and honestly, pretty fun too!
My first rock stepper had some issues, but the LhanelFit team was super quick to help and sent a replacement right away. Couldn't have asked for a better experience.
Would 100% recommend, especially if you're in a similar situation to mine!
I absolutely love my Rock Stepper. I only do a few minutes a few times a day. So glad I purchased it. I work at a call center so I'm sitting most of my shift. My lower back no longer feels so stiff.
Plus I reached out to the company to find out about my order and they got back to me promptly.
I was really excited about the rock stepper when it received it. I used in in 10 minute increments about 15-20x before it broke. The weld gave way and cause me to fall while using. For reference, I am a 5’3 - 130lb woman who was using it on my tile floor.
I’ve reached out to customer service twice with no reply. Buyer beware.
Reply from Lhanel2026-04-16
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
UPDATE: I received the item today(4/26). The quality of the item looks good. They should just be upfront and honest by telling people that it could take up to 8 weeks to receive. Since I did receive the item and I'm happy with the quality, I raised my rating from 1 star to 3 stars.
I ordered and paid for the rock stepper on 3/8, I immediately received an email saying that it would be 1-3 weeks for shipping. At 3 weeks I emailed support asking for an update. They replied and told me shipping was now 2-4 weeks. I was okay with that especially since they answered so quickly. But, it has now been 5 weeks and my emails are not being answered. My latest email was to ask for a refund. They have my money, I don't have my item, and they don't answer emails. I feel like I was scammed.
Reply from Lhanel2026-04-13
Hi Roxanne,
We’re really sorry for the confusion and frustration this has caused.
Your order was placed as a pre-order, which has an estimated turnaround time of 2–4 weeks as indicated on our website. The initial email you received stating 1–3 weeks was sent due to a system glitch and unfortunately did not reflect the correct pre-order timeframe, we sincerely apologize for that miscommunication.
That said, we completely understand your concern given the delay and lack of response, and this is not the experience we want for our customers.
We’d like to look into your order and help resolve this as quickly as possible. Could you please share your order details with us so we can check the status and assist you further?
Thank you for bringing this to our attention, and we appreciate your patience.
Lhanel Team
I was hoping to include a screenshot of the email I was sent offering me a $15 gift card to leave a 5 star review. My order was delayed, I got no updates and was told I’d get a “special surprise” when my order shipped which I did not. Poor customer service, bribery rating strategy and scam vibes to keep people waiting. Oh, the product is just meh. Wouldn’t recommend.
Reply from Lhanel2026-04-09
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
I love love love this step rocker. I can feel the full body workout and I only have to do it for a few minutes. Love the color as well. I recommend this to everyone!
I placed an order on January 17, 2026, with a stated shipping timeframe of 3–5 weeks. It has now been nearly 10 weeks and I still have not received my item or a tracking number.
Customer service repeatedly responded with generic updates saying the order was still in production. Most recently, I was told my order is on hold and would not be shipped unless I closed my payment dispute first.
This is extremely concerning. I am not comfortable closing a dispute without proof of shipment.
Based on my experience, I would advise others to proceed with caution when ordering from this company.
Reply from Lhanel2026-04-05
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
Somehow during the order process my address was changed and I never noticed until when I started receiving notifications of delivery. On the day, nothing arrived so I checked the invoice and that is when I realized the issue. Reaching out to support was my first choice and I am happy to say that I did. They have been nothing but gracious. They shared what will happen and everything they said happened. Everything has been reprocessed/resolved. Thank you to the support team as I’ll be toning up my summer body. It and me are appreciative of you!
Excellent customer service. Had a problem with the functionality of this product and immediately had the problem solved
It doesn’t get better than this
Both the Rock Stepper, and Lhanel’s customer service are top notch! The product is just so much fun to use, and gives you a work out! I had an issue, and reached out to the company via email. I received a speedy response, and complete resolution. Just wonderful all around!
I ordered the rock stepper and ordered the pilates reformer by mistake. Received the pilates reformer and asked to return it. I am doing everything they ask and they are fighting me on returning my money. I also asked them to cancel my pre order and they are fighting me on this as well. don't have anything good to say about this company. My next step is to contact the better business bureau
Reply from Lhanel2026-03-30
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
It took about 8 weeks to receive my delivery, but the customer service was very good with response, they even sent a picture of the truck loaded up with the boxes. I was a little disappointed that the "mystery gift" was a gift card to spend only on their site, but that's ok. The machine itself it super lightweight and easy to use. I feel a burn within 5 minutes but I am just starting to work out again. All in all not a bad experience! I recommend it to lazy people like myself for sure.
I ordered a rock stepper on Feb 25. a month ag0... Still nothing. Since then I have emailed 8 times for a refund as I decided I didn't need it. I have received 7 responses - all ignoring my request and instead offering different percentages off or a free pilates reformer. I do not want a discount or more products. I changed my mind, and would like my money back. They should respond kindly the first time. They will not get me back as a customer.
Reply from Lhanel2026-03-26
Hello,
We sincerely apologize for the frustration you've experienced with your order and our support process. We completely understand your concern regarding the timeframe. Please note that at the time of your purchase, the Rock Stepper was on a 2–4 week pre-order schedule.
We also want to apologize for the back-and-forth regarding your cancellation request. The delay in processing your refund occurred because our team wanted to ensure we provided you with all available options and alternatives to give you the best possible support before finalizing the cancellation. However, we hear you loud and clear, and we completely respect your decision to just get your money back.
To help us review your account and get your full refund processed immediately, could you please send a direct email to [email protected] with your order number or the email address used at checkout?
We are committed to making this right for you as quickly as possible.
Lhanel Team
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