Lhanel Reviews 

Editing my previous review!
Lhanel contacted me, and not only did they give me a refund they also sent the stepper out for free. I just had my first ten minutes on it and it looks and feels super promising. I look forward to using it while watching my favorite shows!
On top of all of this, my favorite part was the customer service. Really appreciated how supportive and helpful they were and how promptly they solved my issue.

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.

Placed an order on November 16th. I had received nothing in the 3-5 week window they state. I emailed more than once (starting December 28th) for a refund. They keep responding with other solutions ("free gift".."partial refund") instead of complying with my refund request that I have now asked for four times. Absolutely DO NOT order from them!!

In response to their intial response below, I HAVE reached out REPEATEDLY since December 28th(now five times) to the support email asking for a full refund.

Also, this is their resolution suggestion after I posted this review..."As a goodwill resolution, we are offering the following option:

Your order will still be shipped and delivered to you

At the same time, we will issue a 100% full refund for your purchase

If you choose to accept this resolution, we kindly ask that your Trustpilot review be removed as confirmation of acceptance of this goodwill gesture.

Please let us know how you would like to proceed, or if you are simply confirming receipt of this email and removing the dispute so we can process the refund right away. We are ready to act immediately once we hear from you."

So just a heads up to anyone considering buying anything from this company. This is their "solution" after I have asked multiple times simply for a 100 percent refund for an item never received. The resolution should ONLY be refunding the customer NOT negotiations. Period.

UPDATE - Once I did not comply with removing my Trust Pilot review, the company now states they are "unable" to issue the refund because I have opened a dispute with my credit card company. But once I "remove" the dispute a refund will be "issued." Meanwhile my dispute with my credit card company has been opened for a few days (including yesterday (January 12th)) when they said they would issue me a "100 percent" refund as long as I comply with the removal of this review. So yesterday (January 12th) they could offer a 100 percent refund (credit card dispute was opened January 6th) but today (after telling them I wouldn't remove this review) they can't because of the credit card dispute? It's been their intent to "resolve the matter" and "address my concerns" yet I have been asking REPEATEDLY since December 28th for my money back for a product not received in the window they provided or the several weeks following without receiving a refund or them even offering a full refund? Multiple times they have offered a free gift or partial discount when I have clearly stated a one hundred percent refund was all I was seeking? I have repeatedly asked solely for my money back (to no avail). That was all. Nothing unreasonable.

They are an untrustworthy company. they do not care about the consumer at all (and try to negotiate to hide negative experience reviews from the public) and they absolutely do not deserve your hard earned money (especially in this economy).

Absolute scam. They took my money but even months later, there is no product. The only communication I get from the company are empty promises about the product and the inclusion of free “mystery” gifts. Do not order from them.

i’ve had the absolute best experience with our customer service with their products with everything I would highly recommend over and over and over

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

7 weeks then no response at all
They haven’t sent a link so I can’t track the item.
I should have bought at enazon.
I should have come to see here first.

REVISED review. I finally received the order Jan 13 and gave it a try. It’s seemingly well constructed and both fun and decently challenging to use. I think I will enjoy the exercise and the Rockstepper is quite portable. The bands that attach to incorporate arm movements are a bit goofy… awkward to do with any degree of helpful resistance while doing the foot motion.

In the meantime, the company became highly responsive after my original review. Like other customers have stated in their reviews, I received the following quid pro quo message and have NOT gotten a refund: “That said, given the extended delay and inconvenience you’ve experienced, we want to make this right. As a resolution, we are offering the following goodwill option: Your order will continue to ship and be delivered to you. At the same time, we will issue a full refund for your purchase. If you choose to accept this offer, we kindly ask that your Trustpilot review be removed as a sign of acceptance of this resolution.”

ORIGINAL REVIEW: I ordered a product in mid November with promise of 3-5 week shipping. I got a tracking link that doesn’t work, have not received product, and get zero response from customer service. Seemingly a full blown scam. Beware

Website says they ship in 3-5 weeks. After 8 weeks of no shipment, and after the company stopped following up, had to go to BBB to request a refund.

I then tried to cancel the order, twice, which they ignored and tried to talk me out of doing. Then they shipped it 3 days after I requested a cancellation.

And then they have the nerve to ask me to take down my review.

Meanwhile, I still have no refund.

I placed the order on 29 Nov 25, and Lhanel, working with Shop.com, processed the payment on that same day, yet there is no order tracking status to be found either on lhanel's or Shop's website. Now, lhanel provides a customer-specific order tracking weblink that, when clicked, simply takes you to the company's main page. When I am able to get to an order-specific webpage, it shows that I placed and paid for the order on 29 Nov 25, but there is no shipping status.

The company does not provide a telephone number to call, and the company's contact page is just a web mail entry form.

Fyi, the company is advertising the heck out of its products thru online ads, yet does not appear to have product on hand to ship. shoppers do not learn this until after they have placed an order, yet their ads indicate domestic shipping will occur within days of placing an order. Twenty six days later, there is no status and no product being delivered.

I just finished the beginners video set, and I enjoyed the workouts! I love that it is a good workout without the high impact. The sliders allow for deeper range of motion. I am looking forward to continuing the workouts!

Great product! Fast shipping!

I bought a product from this site a month ago and haven't heard nothing about it since. I've never received it. I reached out to their contact number more than once and was completely ignored. I emailed. No answer. I've never received a tracking number or any updates on my product I bought for $137. They have scammed me and I don't know how to get my money back. Also, turns out when they reply to your reviews, they don't mean anything they say. They still make zero effort to contact you directly and continue to ignore your messages. They have still made no effort to help me fix this problem, even after replying to this review. They replied only to save face, but don't mean anything they say.

Just received by board and its so cute.! Did my first workout and definitely could feel it 💪

Just got our boards in. They came really quickly. Can't wait to start using it! We order 2 boards and they came with everything we could need. They are very lightweight and so easy to move around, put up and get out. I had a little issue with something missing, reached out to customer service. They were very kind, responded quickly, and got me what I needed. The experience went so well we also ordered the stepping machine. Can't wait to tone everything up!

I have trying this product for over two
Months and it has transformed my pilates experience drastically. I was paying almost $350 a month to go for pilates and since the time I have gotten this set- I have been able to save the cost!
Must try !!

Great customer service!!! My resistance strap broke and they shipped out two for no cost at all!!! Love using this product :)

I have been using the Pilates machine for for a month consistently and have been seeing results. I love the machine though some positions are challenging. It is great and easy to store. I would just recommend to have more videos for us to refer to. But other than that the machine is great

the device comes with a booklet showing 7 (not 17, not 27..), but just 7 exercices, and we have to pay to get more varied workouts

Really feel the burn! Can already see a difference in mid section.