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 saw the add on social media for months for the stepper and finally decided to purchase it in PURPLE! I started at only 6 minutes and it was a workout for sure!! My legs felt like I ran a 5k. Now I am up to 15 minutes and getting ready to use the accessories that came with the stepper. I also purchased the Pilates in PURPLE and am excited to start using it. I LOVE that both are so compact yet give you the long workout you need in such a short amount of time!
Initially, I was frustrated for having to wait two months for my order to arrive. When it did come, it made a clicking noise and felt 'off'. It turns out, it was due to a manufacturing defect. After contacting Lhanel, I sent them photos and videos as they requested. They were great about responding to every email quickly. They shipped me a replacement, which arrived in just a few days. The new one works perfectly. I am very happy with their outstanding customer service.
I ordered the ever popular Rock Stepper and after a longer wait than stated, it arrived and it's perfect and I love it! I reached out to customer service about the shipping times as time went on and they were very responsive and even offered a couple discount codes. I had some questions about the stepper and they took time to send a detailed email with things I could try. Overall good experience 👍🏻
Very prompt customer service. The product works just as stated, a nice, low impact workout.
I ordered on January 28th knowing the presale rockstepper was supposed to ship in 3-5 weeks according to the website and the email I received after. It has now been over 6 weeks and no one will respond to my email requesting an update.
Hello Emma, Thank you for sharing your feedback. We sincerely apologize for the delay and for any frustration caused by the communication gap. We strive to be as transparent as possible with our pre-order timelines. To provide some clarity, your order was placed on January 28th. While our standard pre-order window is 3–5 weeks, this specific batch followed a high-volume holiday period which extended processing to a 6–9 week window. We want to look into this for you and resolve it immediately; however, we are currently unable to locate your order in our system as the review only provides your first name. To help us assist you, could you please send us an email with your full name, email address, or order number? Once we have those details, I will personally investigate the status of your Rock Stepper and work to make this right for you. We look forward to hearing from you so we can get this sorted out! Lhanel Team
I absolutely love this Reformer! From the moment I started using it, I could feel the difference in my workouts. The build quality is excellent — sturdy, smooth, and incredibly well-designed. The carriage glides effortlessly, and the resistance feels consistent and controlled, which makes every session both challenging and enjoyable.
I rate it a one, because there isn't a zero. I bought it two weeks ago and one of the thick rubber bands already has snapped. Luckily, I was going slow on it due to me being new to using it, so no injuries. This is an awful device. Do not waste money, like I did. Now, I find out there is no refund unless specific conditions are met. TERRIBLE TERRIBLE PRODUCT!!!
Hello Rosa, Hi, thank you for sharing your feedback. We are sincerely sorry to hear about your experience with the resistance band. At LhanelFit, we stand behind the quality of our products, which is exactly why we utilize a preorder system—to ensure every batch undergoes rigorous checks for sturdiness and durability. However, we need to verify the order details. To help us review this immediately, please send us an email at [email protected]. Please rest assured that we have a 30-day guarantee in place specifically for situations where a customer encounters issues with their product. We want to make this right for you as quickly as possible! Lhanel Team
I never leave reviews however I feel like based on several other people seemingly experiencing something similar to me I must throw in my two cents. I placed an order for the rock stepper on January 17th. At time of purchase it stated a 3-5 week shipping period. I prefer to support businesses directly so even though I could have ordered a similar product via amazon it which would have arrived around a similar time frame, or perhaps slightly earlier, i decided to order directly through the website. The 5 weeks mark comes and I still hadn’t heard anything about my order. After emailing wanting an update i received a seemingly canned response about production delays or final stages of production blah blah and a complimentary mystery gift. But could offer no real update to my order status. Meanwhile their website said shipping expected in 1-2 weeks. Another 2 weeks go by and still not update or tracking information. At this point I feel it is unacceptable to state a specific time frame which is not honored without any kind of update. I feel this is just a poor business structure and the customer service people I did email a couple times with do seem to be doing their best with a shitty hand. The most recent email I did ask for specifics, as they MUST have some idea of time frame if things are in “final production stages” and not providing one is unacceptable. I also stated that I specifically chose to order via the website instead of amazon (similar/the same product) but regretting it as I could have ordered that day for cheaper and gotten the product by the end of the week. I was offered for them to waive the shipping fee, which I feel is the minimum they could offer (but was appreciated). And when was told it could be another 1-2 weeks before shipping. For those keeping track we are at 7 weeks and I’m being told it could be 9 weeks before it’s shipped. Basically double the time stated on the website. After all that I did finally receive tracking information (at about 7.5 weeks)… and the funniest bit of all of this… ITS VIA AMAZON! Anyone wanting to order… forgo the website and just order via amazon. You’ll likely get your product faster and it seems like that’s where it’s ultimately being shipped through anyways.
Hi S. R., Thank you for sharing your detailed feedback with us. We sincerely apologize for the frustration surrounding the extended wait time for your Rock Stepper. Because your order was placed shortly after the holidays, it was affected by an unexpected post-holiday volume surge, which temporarily extended our fulfillment window to 6–9 weeks for orders placed during that period. We also want to provide complete clarity regarding your tracking information. Our US fulfillment center partners with Amazon Shipping and UPS because they are highly reliable couriers when it comes to swift and secure deliveries. However, please know that utilizing their logistics network does not mean our products are sourced from or sold through the Amazon store. Our manufacturing and warehouse operations are entirely separate entities from the courier services we use to transport our packages. We truly appreciate you bringing your experience to our attention and want to ensure everything with your account has been properly resolved. We have searched our system but are currently unable to locate a specific order under the name "S. R." If you need any further assistance or would like us to verify your shipping refund, please reach out to our support team directly with your order number so we can pull up your details. Lhanel Team
Final Edit - after a month of use, it has not broken which is a good sign. The new one is built a little different and is kind of ungainly now but I still get good cardio and lower body workout. If you're looking to buy a RockStepper I would say be cautious, if it starts to make a weird noise or move a little differently to check it immediately. I did buy another stepper from a different company for pure cardio and I use this stepper to work out my lower body since I already own it. Edit- Lhanel reached out and offered a replacement and a partial refund. Since the rock stepper worked well, I accepted and have received it. The replacement came much faster. I will update after approx. a month of use. At first glance the replacement looks better made, including the wheel bar, the shape is different in a way that it hopefully will not break off. I bought the rock stepper in November 2025 and it finally arrived in February. I waited to write a review to test it out and I'm glad I waited because the bar with the wheels just came off. It looks like the metal just broke because the welds were still attached. The bar came off *as I was using it*! I'm glad I didnt get seriously injured!! It look a little over a month to break in such a catastrophic way. For what it's worth, it did work and got good cardio but not risking my life again with Lhanel.
Hi Kristen, We sincerely apologize for this alarming experience. We are incredibly relieved to hear that you were not injured when the wheel bar detached during your workout. We firmly stand behind the quality of our Rock Steppers, which is the exact reason we utilize a pre-order system to ensure rigorous quality control and careful manufacturing for every single unit before it ships. We actively collect and monitor feedback like yours as a vital opportunity to investigate any isolated defects and continuously improve. Please know that we provide a comprehensive warranty on all of our equipment. Our base price is designed to cover not just the product itself, but also our dedicated after-sales support to protect you in situations exactly like this. Please do not worry; our support team will be getting in touch with you directly via your order details to make this right immediately. Lhanel Team
Small compact and a great workout, very sturdy
I was very pleased with the product, communication and customer service. I had several questions and received quick replies and helpful answers. The product itself I thoroughly enjoy. Great experience with this company and it's team. Thank you!
Even though I had to wait a while for my rock stepper to arrive due to being back ordered, whenever I would write an email to check the status, someone always responded quickly and very courteous. I was very happy with the professionalism and was very happy with my purchase when it arrived!
Customer Service responds promptly. It took 8 weeks for my machine to arrive and they kept me posted the entire time. This machine definitely works those legs!
As we get older, our bodies need different thing, and mine needs a lower impact workout. I ordered the pilates board here vs anywhere else due to all of the extras included, plus a $40 gift card towards another purchase. I had a couple of issues with my order including the wrong color being sent, but the customer service team resolved all of my issues.
I love the rock stepper. I am in my latter 50s. It is more difficult than it appears to do 15 minutes. I can feel the burn and have only been able to do 5 minutes 4-5 days a week. After 3 weeks to a month I am already noticing progress. I had a problem with a weld bending on the stepper after a month. Making it unusable. I emailed Lhanel with a photo of the issue and they immediately sent a new rock stepper and apologized profusely. They were great to deal with and were prompt in all communications. I am very happy with to their product and customer service.
First of all, my device came slightly damaged from the delivery and Was quickly and easily replaced with a new stepper. The ease and convenience that I was shown during this window was most impressive and shows the excellence and quality of a great company. The feeling I get from being able to use such a high impact, minimally invasive machine designed with ultra support is really encouraging and I look forward to stepping on it each time I do. Would suggest: 10/10 for activating discipline and somatic drive to step further into health and wellbeing ✨
Ordered a rock stepper, it ended up shipping a month after their estimate. In the first use a carabiner that was holding the tubing in place broke, luckily it only hit my wife in the stomach when it snapped back. I contacted the company with my concern to the quality of their product only to get a reply days later that they were going to replace the carabiner and send tracking once it was available, no mention on what they'd do about the poor quality carabiner. UPDATE: As my issue went up the chain it was all hands on deck for the Lhanel customer service team. Communication was lightning fast and they made things right. I greatly appreciate their professionalism and dedication to customer service. They've shown they take quality and customer service very seriously.
Hi Leonard, First, I sincerely apologize for the experience you’ve had. I completely understand your concern, especially given that the carabiner snapped during first use. That must have been alarming, and we’re truly sorry your wife was put in that situation. I’ve reviewed your order and the previous communication, and I can confirm that a replacement part was arranged. We sincerely apologize for the delay in movement and the lack of updates. At the moment, the order status is showing 1–2 weeks in pre-transit. This means the shipment batch (including replacement parts) has been affected, which has unfortunately slowed things down. That said, please don’t worry, we are actively working to resolve this and push this forward as quickly as possible. I will be sending you a direct follow-up email with the latest details and next steps so you’re not left without updates. Again, we truly apologize for both the product issue and the delay, and we appreciate your patience while we work to make this right. Lhanel Team
I received my Pilates board and I’m soooo excited. Shipping was fast!
While I had a slightly rocky start to receiving my Rock Stepper, once the issue was made known to the customer service team, they handled the issue VERY quickly. I was kept informed every step of the way and they made sure that my item was shipped immediately. I received the Rock Stepper yesterday and really like it. As I read through the manual, it mentioned starting out by using it for only 5 minutes a day. I thought this was a joke.. only 5 minutes? I was wrong! This little machine gives you such a workout! My legs and bum were burning by the end 😅 I live in an area with constant snow until spring hits. So having this machine is amazing for days when I'm strapped inside or pressed for time and need a good lower body workout. 10/10 would recommend.
The customer service was great, so is the team that runs the Facebook adds. Both responded to my questions. The rock stepper I purchased is a great little exerciser and it's super fun
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