Lovehoney (lovehoney.com) has a 3.6 out of 5 rating on OK.one, based on 200 user reviews collected here. It is listed under Events & Entertainment and its reputation is mixed. Opinions are polarized: 65% rate it 4 stars or higher while 28% give 1 star; The business has replied to 97% of negative reviews. Last updated 2026-08-10.
Swift reply from customer service and return email confirms refund processed
Thank you
Reply from Lovehoney2026-08-05
Hi Jaqueline,
Thank you for contacting Lovehoney. We are sorry that you feel your return has taken a long time to be refunded.
While I don't see that you have noted two versions of emails, our only customer care email is [email protected], and the only email we have received is the one you sent today to this address.
You placed your order on 2nd July, but did not return it until 29th July.
We received it on 31st, as you read on the notification email that we sent you on that same day.
This email also noted that we will issue a refund within 5-7 business days using your initial payment method once we have accepted the returned items. This would make the range 7/08/26 -11/08/2026, as business days do not include weekends.
Again, we are sorry if this is longer than you expected.
We have contacted you directly to get this sorted for you.
Kindest regards,
Lovehoney Customer Care
My order never arrived, and the customer service I received when trying to resolve the issue was completely useless. The package was supposed to arrive with my other parcels via Amazon Shipping, but no box was ever delivered.
When I reached out to Lovehoney support for help, they were totally unhelpful and refused to resolve the situation. To make matters worse, the agent abruptly ended the live chat on me three separate times while I was trying to get answers. Absolutely abysmal support and a complete failure to deliver what I paid for. Avoid.
I ordered an item ( UK1_11758490) that arrived quickly, but unfortunately it didn't work. I tried to contact customer service, but there was no way to speak to a real person—only an AI chat assistant, which kept telling me the item was under warranty and could be repaired. I didn't want a repair; I simply wanted to return it for a refund, especially as the product looked cheap for the price I paid.
Returns should be straightforward. Under the Consumer Contracts Regulations, customers have 14 days to return most items, yet instead of being able to arrange a return immediately, I've been told I have to wait up to seven days for a response.
AI can be a useful tool, but it shouldn't replace access to real customer service when people need help resolving an issue
Reply from Lovehoney2026-07-30
Hi there,
Thank you for contacting Lovheoney.
I'm sorry to hear that you have received a faulty item.
Unfortunately, depending on the level of contact we are receiving at the time, it can take up to 7 days for us to get back to emails.
As you have not provided any order information, I am not able to look into that for you, but we will get back to you as soon as possible.
Apologies for any inconvenience caused.
Kind regards,
Lovehoney Customer Care
Due to using this website, the only place I had purchased anything that week, my credit card was stolen. A purchase was attempted in Europe to Zara, a small test purchase that was thankfully caught.
Reply from Lovehoney2026-07-28
Hi,
We are very sorry to hear that there has been a fraudulent transaction on your credit card.
We can assure you that we have a very secure payment system and that this transaction is not related to the payment made with Lovehoney. We do not store any payment details on our system, all payment details are processed through our secure card processing company Adyen.
We will send you more details directly.
Kind Regards
Lovehoney Customer Care
Not satisfied with item and no response from customer service request
Reply from Lovehoney2026-07-27
Hi there,
We're so sorry to hear that you haven't been satisfied with your purchased and can understand the disappointment that would cause.
We can see our Customer Care team has been in touch to resolve your query however we do apologise that it wasn't as quick as it quick as we should have been.
Our Customer Care team will reach out again directly to assist in locating that resolution for you.
Kind regards,
Lovehoney Customer Care
I'm really disappointed to see the state of Lovehoney now. I've been a customer for years and years, I really trusted the brand, but I've baught an item that's not really fit for purpose. First it has a load of warnings on the box about being a novelty item only and not full regular use, then when I've used it with my partner it wouldn't stay in place, was uncomfortable and just made this awful high pitched keening noise. I doubt this has been tested by anyone before stocking.
My first step was to leave a negative review of the individual product, in the past this has always resulted in the team contacting me and offering me and exchange or voucher.
I didn't anything back so I tried to contact it them and was confronted with a horrible AI bot. The AI bot told me that it had opened a case, actually I don't think it had. Then I tried the AI bot again, this time it said it had opened a case and gave me a reference number and I got a reference email. I also sent an email directy, the email is not accessible on the website but I did get given it by the bot when I asked.
I don't think I'm going to hear anything back for weeks it just seems to me they've tried to implement AI and cut down on their human staff.
Finally, I am also struggling to find a replacement item, the range on the store seems really bad compared to how it used to be. I had a look on a rival site and found plenty of items I would want, but love honey seems to have a lot of very expensive chunky vibrators or cheap little bullets, they just do not have what I'm looking for.
It's really sad to see a good brand go South.
Reply from Lovehoney2026-07-27
Hi there,
Thank you for contacting Lovehoney.
I'm sorry to hear that you are unhappy with your item and that we have not gotten back to your email as quickly as we would like.
We have contacted you directly to assist further.
Kind regards,
Lovehoney Customer Care
Great selection, my wife and I are always pleased and find what we want to play with. Some stuff is a little pricey. Over all one of our favorite toy stores.
Abysmal.
Paid for next day delivery. Informed by Amazon delivery that they would not deliver until following day due to difficulty. Then I received notification that it had been delivered even though I was present " when delivered ".
The customer service by Lovehoney is abysmal, truly abysmal. 4 attempts with the Ai assistant ended with " "We cannot connect you , please try again".
Absolutely useless .
Order number UK1_11735680.
Ps how do you contact customer service if you cannot get through the bot to a human.
Reply from Lovehoney2026-07-23
Hi there,
Thank you for contacting Lovehoney.
I'm sorry to hear that you have not received your order and that we have not been able to get back to you yet.
It can take us up to 5 days to get back to emails created by the chatbot, unfortunately.
We have contacted you directly to resolve this for you.
Kind regards
Lovehoney Customer Care
Got something that wouldn't charge. Contacted via email like your policy states. Took days to get someone to respond. I sent an email back and zero further communication from your end. This is terrible customer service at its finest. Have a broke vibrating weenie and out money. Not a good experience. Going on 2 weeks and no new weenie, or refund, or communication.
Reply from Lovehoney2026-07-21
Hi there,
We're sorry to hear you received a faulty item.
Please be assured that our team is working hard to respond to all enquiries as quickly as possible. We are currently implementing some system updates, which have unfortunately resulted in longer response times than usual.
We can see there has been ongoing correspondence regarding your case, and our Customer Care team will be in touch again shortly to continue assisting you.
Regards,
Lovehoney Customer Care
Edit: I ironically finally received an email from a Lovehoney rep an hour or 2 after I wrote my review. The rep told me that they are aware that QR codes are not working (why send them and cause the stress and frustration with your customers?!?). Provided a link that I had to complete and print. We'll see if it actually works. I feel like the only reason I got a response from customer service - outside of their SLA - is because I wrote this review.
Non-existent customer service. Sizing on two items was off. Chatted with their chat bot agent, who sent me a QR code to take to the post office to ship it back. I drove 15 minutes to the post office and they scanned the QR code 4-5 times; it didn’t print anything useful and certainly not a return label. I went home and chatted with the chat bot again (they don’t have a customer service #). It said no agents were available but it would send my case to a human. The email said I would receive a response within 5 business days and not to contact them because it would push your case to the back of the line. I patiently waited 8 calendar days and still haven’t heard from anyone. I responded to the email begging someone to help me. Still nothing. They only allow 30 days to return lingerie. My return window is rapidly closing. I don’t believe they have live human customer service people. They are a joke and returns are IMPOSSIBLE!!!
Reply from Lovehoney2026-07-20
Hi there,
Thank you for contacting Lovehoney.
I'm very sorry to hear that you have had issues with your return QR code and contacting us.
We do have live agents working through live chats and cases. Unfortunately, at higher times of contact, it can take us longer to respond, but I have passed your feedback on as this is not the service we aim to provide.
As you have not provided your order information, I am not able to look into this for you.
Please provide this so that we can assist further.
Apologies for any inconvenience caused.
Kind regards,
Lovehoney Customer Care
I wanted to return the product and was told that I couldn't because I opened the box. The return would happen on the day received. Didn't see a return directions. Don't want the product and I won't recommend you to anyone.
Reply from Lovehoney2026-07-20
Hi there,
Thank you for contacting Lovehoney.
I'm sorry, but opened items cannot be returned for a refund under our changed mind policy. We are not able to restock opened items for hygiene reasons.
Our returns policies are clearly stated on the site here https://help.lovehoney.com/returns-and-refunds/returns-policy-page.html
We do have our 100-day pleasure promise, which allows you to return an opened and used item for a gift voucher if you are not happy with it.
You can view the t's and c's of the promise here: https://help.lovehoney.com/promise-terms.html.
We have contacted you directly to assist with this.
Kind regards,
Lovehoney Customer Care
If you are debating getting that toy stop RN and do it. Life changing, I fear. I dropped my humiliationship same day bc I realized the only thing going for him was the dih AND NOW I DONT NEED IT 💪 thanks love honey
