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.
Auto-generated from all reviews of this business. For reference only.
Originally, I placed a negative review about Lhanel bc I ordered the Rock Stepper on 11/15/25 and never received any kind of shipping notification and it was well past their 3-5 week shipping expectation. I sent an email to their support team asking for an update on my order expressing my frustration. I received a response back within 24 hours stating It’s currently in the final production and preparation stage before heading to our warehouse for shipment. However, I sent another email on 12/20/25 saying despite their assurances, I still hadn’t received any shipping updates and requested to cancel the order and refund me. Kris from Lhanel responded by saying, ‘To make this right, I’d like to offer you a full refund for your order. In addition, once the Rock Stepper becomes available, we would also like to send one to you at no cost as a gesture of goodwill and appreciation for your patience’. I accepted her offer. I was asked to remove my negative review as well, which I did. Even though it was a frustrating experience, I feel Lhanel’s customer service was extremely responsive and quick to correct the problem. I was refunded my money in full and received the Rock Stepper 01/13/26.
Unfortunately, my order hasn't arrived yet. I purchased item 7 weeks ago on December 12 2025, emailed customer service after 6 weeks. Got apologetic answer, then a week after still no delivery. I found it amazing, how long they operate with customers' funds. So, asking for full refund. The item looks promising, but logistic is terrible.
Updates regarding the order.
February 2nd 2025, received the item with partial refund. Love the item, but not the experience of buying it. Avoid pre-order at company site, then you will struggle to hear from them.
After all, maybe Amazon would be a better option.
Reply from Lhanel2026-01-23
Hi Alena,
We have been trying to reach you to check if your order has been successfully received; however, we have not yet received a response from you.
We always strive to ensure our customers are assisted and handled properly, and we want to make sure that everything has been fully resolved on your end. If you have a moment, we kindly ask that you get back to us so we can confirm that you received both your order and refund and ensure the resolution has been completed.
We are always here and happy to help!
Lhanel Team
FINAL UPDATE: as of 11/15 I received my order. The company made this right and I’m happy with the product. I appreciate what they did.
2nd UPDATE: as of 11/8 I did finally hear back and they have processed a refund for the order I never received. I’ll update or remove this once it is fully completed.
UPDATE: I emailed directly again as requested in their reply below. Once again there hasn’t been a response. Horrible service experience and I’ll also be contacting the BBB as a next step
I placed an order for the rock stepper on 11/26. I received 2 emails that day quoting a 3-5 week delivery time. That’s fine and I was willing to wait. It’s now been 6 weeks and I haven’t heard anything at all. I’ve emailed the company 4 times and haven’t received any response at all. I will need to pursue a refund with my credit card because this company is non-responsive. I’m Incredibly disappointed as I truly wanted this item
Reply from Lhanel2026-01-07
Hello Karen,
We are very sorry to hear about your experience and sincerely apologize for the delay and the lack of response. Please know that this is not indicative of how we intend to serve our customers, and we deeply regret that your patience has not been met with timely communication.
We take all customer concerns seriously and want to make this right. Please email us directly regarding this Trustpilot review so that we can assist you promptly and work toward a resolution. Your feedback is important to us, and we appreciate the opportunity to address your concerns.
Thank you for bringing this to our attention,
Lhanel Team
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