Overall positive experience
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.