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... See more
Company replied
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Review summary
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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... See more
Company replied
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 expecta... See more
Am totally amending my review, which was based on having to wait, although now am glad I did, I really enjoy using this, and its surprisingly sturdy in addition to being a low footprint, great home... See more
Company replied
4.1
Great
390 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 97% of negative reviews
Typically replies within 48 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
I never received my order
I never received my order. I was told shipping would take 3–5 weeks, which was already a long wait. Now I’m seeing newer orders being delivered in one week while mine hasn’t even been fulfilled. That makes no sense.
Customer service is extremely unresponsive. It takes days to get an email back — if they respond at all. There is no clear communication, no accountability, and no urgency to fix the issue.
Very disappointed. At this point, it feels completely unprofessional and misleading. I would not recommend ordering unless you’re prepared for long delays and poor communication.
31 January 2026
Unprompted review
Reply from Lhanel
Hello,
I sincerely apologize for the frustration you’ve experienced. Please know that this is not the intention or the experience we want for our customers. We understand how discouraging it is to see different shipping timelines while you are still waiting for your own order.
To clarify the situation, we have recently been able to improve our fulfillment speed for new batches, which is why current orders are now showing a 1–2 week pre-order window as we have an upcoming fulfillment. However, for us to investigate your specific case and verify what issue occurred with your order, we need to locate your account.
Please email us at support@lhanel.co with your order number or the email address used at checkout. Once we have those details, we will investigate immediately to provide you with a clear explanation and a resolution. We are committed to taking accountability and fixing this for you.
Lhanel Team
The customer service was great
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
23 February 2026
Unprompted review
They made things right!
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.
27 February 2026
Unprompted review
Ordered the stepper product and no…
Ordered the stepper product and no mention of it being backordered. Now they claim it will ship in 4 weeks. So I have reached out to them every day this week and no response AT ALL!! I even researched them to make sure it wasn’t a scam, but I guess it was so new they didn’t have all these negative complaints yet. I will be filing a claim with my credit card company today, as I’ve given up on hearing back from lhanel.co
I should know by now not to order from any website without a posted phone number!
18 February 2026
Unprompted review
Reply from Lhanel
Hi C,
We sincerely apologize for the delay in our response and for the disconnect you’ve experienced. We understand how frustrating it is when communication doesn't meet your expectations, and we would be happy to guide you and provide the most accurate information regarding your purchase.
To clarify, it was indicated on our website throughout January that the Rock Stepper was a 3–5 week pre-order item. We strive to make these timelines as clear as possible, though we regret if this was overlooked during your checkout process.
We want to resolve this for you immediately; however, we are currently unable to locate an order under the name "C. Brown." Before you proceed with a credit card claim, please email us directly at support@lhanel.co with your Order Number or the exact email address used for the purchase. This will allow us to pull up your account, provide a status update, or process a refund if that is what you prefer.
We value your business and are committed to showing you that we are a legitimate team working hard to fulfill every order.
Lhanel Team
Ordered the rock stepper two months ago…
Ordered the rock stepper two months ago . Kept emailing to see what the wait is for & they would email a canned answer saying it will arrive soon. Still have not received item it’s been months ! I emailed them three separate times asking for a refund & now they are ignoring my request for refund . I’m thinking it’s a scam company .
30 November 2025
Unprompted review
Reply from Lhanel
Hello Denise,
We sincerely apologize for the delay and for making you feel this way. Please know that this is never our intent, and we truly regret the frustration this experience has caused you.
To verify your order status and look into your previous interactions with our support team, we need to locate your account. Currently, we are unable to find an order under the name provided.
Please email us directly at support@lhanel.co with your order number or the email address used at checkout. This will allow us to investigate immediately and resolve your refund request.
We are not a scam company, but we understand that communication gaps can feel that way. We are committed to making this right for you as soon as we can identify your purchase.
Lhanel Team
I ordered this on January 30th
I ordered this on January 30th. The website says it ships within 7-10 days. It is now February 22nd. There is no tracking. I sent them a message a week or longer ago with no response. I sent another message today asking for a refund.
22 February 2026
Unprompted review
Reply from Lhanel
Hi Crystal,
We sincerely apologize for any confusion regarding your order status and for the frustration this has caused.
Please know that the Rock Stepper was a 3–5 week pre-order as indicated on the website at the time of purchase. Since your order was placed on January 30th, it is currently still within that specified timeframe.
I also wanted to clarify that we see you sent us an email on February 20th regarding your tracking inquiry. Our records show that we replied back to provide the 3–5 week timeframe update. It’s possible our message may have landed in a different folder, so please do check your spam or promotions tab just in case.
I will be sending you a direct email shortly to sort this out with you personally and ensure we are on the same page.
Lhanel Team
Happy with customer service response and with the product!
I updated my review because customer service was excellent after they learned I had not gotten my rock stepper yet. The product itself is great and even my daughter enjoyed using it to the interactive workouts you can find on YouTube!
21 February 2026
Unprompted review
Reply from Lhanel
Hello Erin,
Thank you for reaching out. We want to clarify that the Rock Stepper is a 3–5 week pre-order, as indicated on the product page at the time of purchase.
Upon checking our records, I see that we have been in contact with you regarding your inquiry. You previously acknowledged our response by thank you for our response and mystery gift.
Please rest assured that we are monitoring your shipment closely to ensure the completeness of your order and the inclusion of your gift upon arrival. We will also be sending you a direct email shortly to provide further specifics on your delivery status.
Lhanel Team
Total scam
Total scam! Paid for the rock stepper and it has not been sent nor has anyone responded to the 4 emails I have sent them.
21 February 2026
Unprompted review
Reply from Lhanel
Hi Laura,
We sincerely apologize for the lack of response and the frustration this has caused. Please be assured that your order is active and our team is working hard to get it to you.
Regarding your previous inquiries, our support team processes emails from oldest to newest to be as fair as possible. Our system is designed such that sending multiple follow-ups can inadvertently move your thread to the "front" (most recent) position, which unfortunately resets your place in the queue and delays our response time.
To clarify your shipping status, while our standard pre-order window is 3–5 weeks, your order followed our Important Holiday Pre-Order Notice (Nov 10 – Dec 20). Due to exceptionally high demand during that period, these orders currently have an estimated dispatch timeframe of 6–9 weeks from the date of purchase.
We will be sending you an email shortly to address your specific order details directly.
Lhanel Team
I am still waiting for my rock stepper…
I am still waiting for my rock stepper that I ordered a month ago. I have reached out to support twice with no response.
21 February 2026
Unprompted review
Reply from Lhanel
Hi,
I completely understand your frustration in waiting for your Rock Stepper and feeling like your previous messages have gone unanswered. I want to sincerely apologize for any stress this wait has caused.
To clarify our shipping process, the Rock Stepper is currently operating on a 3–5 week pre-order schedule, which is noted on our product page at the time of purchase. Since you mentioned ordering about a month ago, your order is likely right within that standard fulfillment window.
We definitely want to provide you with the most accurate update on your specific dispatch date and investigate your previous emails to see why you haven't received a response. However, we are currently unable to locate an account, order number, or prior correspondence in our system under the name "Still waiting."
To help us resolve this for you immediately, Please email us at support@lhanel.co with the subject line: Attention: Kris - Trustpilot and I will sort this out for you.
Lhanel Team
Fake business
Terrible communication. I ordered my item the first week of January and still have yet to receive the product 2 months later. When I reached out to their customer care team I received no response. Pretty positive it's a scam and I just lost money.
19 February 2026
Unprompted review
Reply from Lhanel
Hello Sydney- Renee,
We completely understand your frustration and sincerely apologize for the delay with your order. Your order, placed on January 7, 2026, is currently in its 6th week. While our standard pre-order window is 3–5 weeks, orders placed after our Important Holiday Pre-Order period (November 10 – December 20, 2025) may take 6–9 weeks due to exceptionally high demand.
All orders are fulfilled in the order they are received, and once shipped, a confirmation email with tracking details will be sent. We’re actively working to get all orders dispatched as quickly as possible.
I will also be reaching out to you directly via email to provide a personal update and ensure your concerns are addressed. We truly appreciate your patience and understanding.
Lhanel Team
SCAM COMPANY
This company is a scam, I ordered the rockstepper on 1/10/26, and was told it would ship in 3-5 weeks. My card was charged for $139.94 same day. I contacted customer service at 5 weeks, and have been given no ship date or tracking information. I was told it's in final production twice now, but they can't estimate a shipdate.
I asked for a refund twice now, and the company has refused to refund my card. THIS COMPANY WILL STEAL YOUR MONEY.
EDIT:
Lhanel, you responded to this review faster than my emails! Wow, email response time has been days.
My order is #202069 - you sure took my money fast if my order doesnt exist.
9 January 2026
Unprompted review
Reply from Lhanel
Hello A.F,
We understand your frustration regarding the wait, but we would like to clarify the facts regarding our communication and your refund request.
To address the timeline, our standard pre-order fulfillment is 3–5 weeks. However, all orders placed during our peak season are subject to the Important Holiday Pre-Order Notice (Nov 10 – Dec 20). While your order was placed on January 10th, the high volume from that period created a production backlog that we are currently working through, which is why your item is in the final production phase.
Regarding your claim that we have refused a refund, we cannot locate any order with alias used.
Please email us at support@lhanel.co with the subject line "Attention: Kris - Trustpilot" and include your order number. This will allow us to identify your account and address your refund request or shipping status accordingly.
Lhanel Team
Buy elsewhere
I waited eight weeks and after multiple email exchanges my request for a refund was honored. Lhanel had shipped the product and allowed me to keep it. I ordered the product on 12.19 and received a confirmation email of order on 12.22.
19 December 2025
Unprompted review
Reply from Lhanel
Hello Mindy,
Thank you for reaching out and sharing your feedback. We sincerely apologize for the frustration caused by this delay.
To provide some context, orders placed during the peak holiday season (between November 10th and December 20th) faced an extended dispatch window of 6–9 weeks due to exceptionally high demand and holiday logistics.
We’ve looked into your account and see that your order was placed on December 28th. Because this was right at the end of the busy holiday period, it fell into a high-volume processing window that unfortunately extended the dispatch timeframe beyond our usual estimates. We are working hard to clear this specific batch, and I understand that eight weeks is a significant wait.
Our team has just sent you a personal email to provide a specific update on your shipment and to offer a resolution for this delay. Please check your inbox (and your spam folder) so we can ensure this is sorted out for you right away.
Lhanel Team
Where is my rock stepper
UPDATE: order number 194583. Ordered on 12/30, not 12/20 (that was a typo and I corrected it). I did send another email with the trust pilot information at the bottom and still no reply
I ordered my rock stepper on December 30. I know it was a preorder and it would be 3-5 weeks before it would ship. It’s been over 6 weeks now and no shipping info has been sent or email saying they are running behind. At the 5 week mark I emailed asking for status and have emailed two additional times and I have not received any acknowledgment of my emails at all. I am ready to call my credit card company to claw back the money that my card was charged. At this rate I doubt I will even get my rock stepper ever.
12 February 2026
Unprompted review
Reply from Lhanel
Hi MiMiNat,
We understand your concern and we want to ensure you are updated, but we are unable to locate an order or any recent email correspondence under the name or alias provided in this review. Because we cannot identify your account, we have been unable to reach you.
Regarding the timeline: Your order was placed on December 20, which places it squarely within our Important Holiday Pre-Order Notice (November 10 – December 20). Please check here https://lhanel.co/pages/shipping-info
As noted at the time of purchase, orders placed during this specific window have a processing time of 6–9 weeks to accommodate the holiday volume, rather than the standard 3–5 weeks you mentioned. As we are currently just past the 6-week mark, your order is not late; it is still well within the scheduled fulfillment window and moving through production as planned.
Please email us at support@lhanel.co and reference this Trustpilot review with your correct order number so we can confirm your status directly.
Lhanel Team
I wrote an earlier review regarding…
I wrote an earlier review regarding placing an order with Lhanel on December25,2025, I still had not received it on February 5th 2026. For some odd reason they were not receiving my emails asking where my order was.
Very concerned I wrote a review.
My correspondence with Lhanel had fallen through the cracks. Upon discovering this error the company immediately expedited my order. Standing behind their quality standards Lhanel also compensated me with a discount for what happened.
An rewarding experience.
Would I use them again? Definingly!
Celia
11 February 2026
Unprompted review
(Updated) Ordered in December…
Update (15 Feb 2026):
I finally received a response from someone at lhanel.co and they kept in-touch with me and informed me that my order was still on track but just delayed due to the abundance of holiday orders. The only reason I didn’t give 5 stars was because of the difficulty of getting a hold of someone from lhanel.co but once I was able to, responses were almost immediate.
I also received my Rock Stepper yesterday and love it. It took about 7 weeks.
I was also given a 50% refund as compensation for the delay. Thank you, Kris!
(10 Feb 2026):
I placed an order on 29 December 2025 knowing that there was a 3-5 week wait. It has now been 6 weeks and have not received any status on my order. Customer service is awful. No number to call only email address for support. I sent 3 emails and none of them have been answered. If I do not get an answer to my email I sent this morning by tomorrow, I have no choice but to dispute with my credit card. And it looks like I’m not the only one who has experienced this.
I was so looking forward to the Rock Stepper. :(
10 February 2026
Unprompted review
Reply from Lhanel
Hello Almalyn,
We understand you are eager to receive your Rock Stepper, and we appreciate your patience.
To clarify our process, the standard estimated dispatch timeframe for our pre-orders is 3–5 weeks. However, as stated on our website during the peak season, orders placed during the holiday window are subject to our Important Holiday Pre-Order Notice, which carries an extended timeframe of 6–9 weeks due to high volume.
Since your order was placed on December 29, it falls within this holiday processing period. At just over 6 weeks, your order is moving through our production queue exactly as planned and is not currently delayed.
We will be reaching out to you directly through email to secure your correct order information and provide you with a formal status update.
Lhanel Team
I ordered mine 12/18/25 and it still…
I ordered mine 12/18/25 and it still has not shipped and I have reached 2 times so far with mo response.
11 February 2026
Unprompted review
Reply from Lhanel
Hi Kimberly,
We understand you’re looking for a status update on your order. To provide some clarity on our process, our standard pre-order timeframe is 3–5 weeks. However, orders placed between November 10 and December 20 fall under our Important Holiday Pre-Order Notice, which carries an estimated fulfillment window of 6–9 weeks.
Because your order was placed on December 18, it was being processed within that holiday schedule. However, upon reviewing our records, we see an active email communication with you regarding this purchase. Our logs show that a cancellation request was submitted and subsequently granted and processed on February 5.
Since the order has been cancelled and processed per your request, no shipping information will be generated. We will be reaching out to you directly to provide the formal confirmation of this transaction and ensure you have all the necessary details.
Lhanel Team
Love the rock stepper and Pilates board
I am changing my review as I received my rock stepper. Thanks to Kris at Lhanel who was great with communication and promptly shipped it to me. I already loved the Pilates reformer board and was overly excited to try the rock stepper. I LOVE this thing! I had told numerous people how excited I was to try the rock stepper, so I will be letting everyone know how much I love it and recommend it.
9 February 2026
Unprompted review
Reply from Lhanel
Hi Julie,
We understand your disappointment in not receiving your Rock Stepper yet, and we want to ensure you have the correct information regarding your order’s progress.
To clarify our process, the standard estimated dispatch timeframe for pre-orders is 3–5 weeks. However, please note that we implemented an Important Holiday Pre-Order Notice (applicable to orders between November 10 – December 20) which carries a fulfillment window of 6–9 weeks due to seasonal volume.
Since you ordered on January 3rd, your order is currently at the 5-week mark. This means it is within the standard processing window and is moving through our production queue as planned.
I have reached out to you directly for the status update of the order and ensure that everything runs smoothly.
Lhanel Team
I ordered the rock stepper on December…
I ordered the rock stepper on December 24th. My credit card was charged and yet I have not received, nor has there been any response to my email. I now consider this to be a scam company based on my experience. I'm planning to contact my credit card company to determine future action. Regardless of the legitimacy of this company, I want to cancel this order and receive a full refund.
8 February 2026
Unprompted review
Reply from Lhanel
Hi Victoria,
We understand your frustration regarding your Rock Stepper order, but we want to ensure the facts regarding our process are clear.
To clarify our timeline, the standard estimated dispatch for pre-orders is 3–5 weeks. However, as noted on our website, we implemented an Important Holiday Pre-Order Notice (Nov 10 – Dec 20) which carries a fulfillment window of 6–9 weeks due to high seasonal volume. As your order was placed on December 24, it falls immediately following that peak window and is being processed accordingly within our production queue.
We have sent you an email to the address on file asking for a final update regarding how you wish to proceed. Please check your inbox (including your spam folder) or email us directly at support@lhanel.co referencing this Trustpilot review so we can finalize your request.
Lhanel Team
BUYERS BEWARE!
I asked 5 TIMES for a full refund and they refused to acknowledge this saying it was on its way. The tracking information is not valid, the phone number is disconnected. Buyers beware! Make sure you don't order from them. My belief is that this is a complete scam company. I'm still waiting for my full refund and they refused. I'm contacting the Indiana Attorney General office.
23 November 2025
Unprompted review
Reply from Lhanel
Hi Friendly Bob,
We understand your frustration and appreciate the opportunity to clarify the situation regarding your order and our communications.
To provide context, the standard estimated dispatch timeframe for the Rock Stepper is 3–5 weeks. During our peak season, however, orders placed between November 10 and December 20 are subject to our Important Holiday Pre-Order Notice, which carries a fulfillment window of 6–9 weeks. Your order is currently being processed within this scheduled production queue.
Regarding your request, our records indicate that we previously sent two separate request in this platform for specific order details so that we could assist with your cancellation or refund. We haven’t yet received a response, and we want to make sure we have the correct information to resolve this for you.
Additionally, we have been unable to locate an account or order history under the name or email provided, which is why we’ve had difficulty matching your review to an active order. Once we have the correct details, we’ll be happy to help you promptly.
Thank you for your understanding and for working with us to sort this out.
Lhanel Team
From Skeptical to 5 Stars!
I was 2 days shy of the 5 week delivery window and had not received my stepper or an update on the product. I had trouble reaching anyone on the customer service number as well. So, I posted a review with my concerns and emailed the company. They quickly responded to my email and let me know that they were short-staffed and running behind on their fullfillment window, but that all was good and I should receive the product as promised, though it would take a bit longer than promised. They even offered some compensation for the delay. The stepper arrived a few days ago on Feb 18th. Since I was off work today, I got it out of the package and gave it a whirl. It is just as advertised and a beautiful little unit! Follow-up and customer service via email from LHanel was outstanding too!
3 January 2026
Unprompted review
Reply from Lhanel
Hello Elizabeth,
We sincerely apologize for the frustration and the lack of updates regarding your order. We have successfully located your order in our system, and we would like to clarify the timeline for your Rock Stepper to ensure you have the correct information.
Our standard estimated dispatch timeframe for pre-orders is 3–5 weeks. As your order was placed 4 1/2 weeks ago, it is currently still within this standard fulfillment window. Your order is moving through our production queue exactly as scheduled and is not considered delayed.
Please note that tracking numbers are typically activated once the package hand-off to the carrier is finalized at the end of the pre-order period.
We have reached out to you directly via the email address on your order to provide a formal status update and ensure you have the correct tracking details as they become available.
Lhanel Team
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