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
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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
4.0
Great
378 reviews
No history of asking for reviews
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Replied to 95% of negative reviews
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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.
February 12, 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
February 11, 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. :(
February 10, 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.
February 11, 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.
February 9, 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.
February 8, 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.
November 23, 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!
January 3, 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
Full refund please 2/26/26 Got my funds back from bank! Thank you
I did not meant to but this I clicked buy instead cancel I immediately notify the company that I didn’t meantobuy this so please cancel.. nope. I’m gonna fight to get my money back after learning it’s a scam website.
Reply to lhanel i send you three emails And now youre acting surprise . You wanted to gove me 15 dollas discount if i just keep it I just ordered it few days ago and you said it takes 3 to 5 weeks to get it Please read rest of the comments about your co Alot of neg comment! You know what youre doing!
Full refund please
Your response is the same you replied to everyone and yet they still complained that they still didnt get refund
Funny i send you three emails mo response Put a comment on trustpilot Boy you answer here quickly!!!!!!! But not emails Why?
Today feb 7 Inanely now offering me 30 % off.
NOOOO full refund pls
February 3, 2026
Unprompted review
Reply from Lhanel
Hello Kathryn,
We would like to clarify the facts regarding your request and our ongoing communication.
To address the timeline first, our standard pre-order fulfillment is 3–5 weeks, with an extended 6–9 week window for orders placed during our Important Holiday Pre-Order Notice. However, as your request was for a cancellation, we focused on providing you with the best possible resolution.
Regarding our communication, we have been in active contact with you. The 15% and 30% discounts were provided as optional offers to ensure we have given all our most generous resources and alternatives to you before closing the order. Our goal is always to provide every possible resource to our customers to ensure satisfaction.
Lastly, we can confirm that your order has now been officially cancelled by our team following the final confirmation of the last offer provided. The refund has been processed on our end.
Lhanel Team
I ordered on December 22 and took a WHILE! Finally received Feb 18!
I ordered on December 22, 2025. I expected 3-5 weeks until I would receive the product, as stated by company at time of order. After 5 weeks, I reached out and heard nothing back. I reached out again a few days later and said that I was going to cancel the order and request a refund since they had not responded, and this time they responded letting me know that the product was still on it's way and not to worry. It has been another week and I have not heard any update from them. I am concerned that I may not get the product at all so I reached out again requesting a refund. I have not heard back yet. I was looking forward to receiving this product so I am very disappointed but I think I can find something similar elsewhere.
Update 2/20/26: Since I wrote the previous review, someone from Lhanel contacted me and emailed back and forth offering to refund, if that is what I wanted, but I decided to give another week since they told me that is was about to ship. This time, it did ship within the week, like they said. I received the product two days ago and I think I'm going to really like it. It is pretty sturdy and seems pretty well made. I hope that it doesn't wear out my carpet since the rollers go back and forth. Also, it seems to move around a bit more than I'd like. But it is a good way to get moving and it's kinda fun. After all of the delayed communication and delayed shipping, I can say that I am happy to have received the product even if it was about a month longer than expected. The company was able to partially refund me for the inconvenience and I really appreciated that since I did have to wait so long. If you order, just allow PLENTY of shipping time and be consistent in trying to get them to communicate with you. It is not a scam and you will eventually get your product. :) I am changing my stars from 1 to 4. I have not had enough time to see results but I'm looking forward to that!
December 21, 2025
Unprompted review
Reply from Lhanel
Hi Kelly,
We understand your disappointment regarding the wait, and we want to ensure you have the correct information regarding your order’s progress.
To clarify our process, the standard estimated dispatch for the Rock Stepper is 3–5 weeks. However, as noted on our website, we implemented an Important Holiday Pre-Order Notice (Nov 10 – Dec 20). Because your order was placed on December 22, it falls immediately following that peak window and is being processed within an estimated fulfillment window of 6–9 weeks due to high seasonal volume.
At the 7-week mark, your order is moving through our production queue exactly as scheduled and is not considered "behind."
Rest assured as indicated in my email, I will be reaching out to you directly to secure your correct order information and provide a formal status update.
Lhanel Team
Great product
I received my Rock Stepper and really like it. I appreciate the quickness of customer service when I believed I had a shipping issue. Overall I recommend!
December 16, 2025
Unprompted review
Reply from Lhanel
Hi Lisa,
We understand your frustration regarding the wait, but we would like to clarify the timeline for your order to ensure you have the correct information.
The standard estimated dispatch time for the Rock Stepper is 3–5 weeks. However, as noted on our website, orders placed during our peak season are subject to the Important Holiday Pre-Order Notice (November 10 – December 20), which carries a fulfillment window of 6–9 weeks due to high seasonal volume. At the 6-week mark, your order is moving through our production queue exactly as scheduled and is not considered delayed.
Regarding your recent outreach, we have reviewed our records and we have already sent you an email update requesting confirmation to ensure we have addressed your concerns accordingly.
Kindly respond back to that email so we can finalize your status update and ensure your order is handled to your satisfaction. You may also reach us at support@lhanel.co referencing this Trustpilot review.
Lhanel Team
HORRIBLE CUSTOMER SERVICE
HORRIBLE CUSTOMER SERVICE. I had requested a few times for a refund. They avoided my emails. I just received my side stepper and I ordered it on 12/12/25... It is now February 4th and the customer service is absolutely HORRIFIC. I will not be able to return it because they simply don't reply to your emails about no longer wanting the item and the only way to communicate is by email....
February 4, 2026
Unprompted review
Reply from Lhanel
Hi Cynthia,
We understand your frustration regarding the wait, but we would like to clarify the facts regarding your order and our communication.
Regarding the timeline, the standard estimated dispatch for the Rock Stepper is 3–5 weeks. However, as stated on our website and at checkout, orders placed during our peak season fall under the Important Holiday Pre-Order Notice (Nov 10 – Dec 20), which carries a fulfillment window of 6–9 weeks. Since your order was placed on December 12, your delivery on February 4th was well within the scheduled holiday fulfillment window.
We also want to address your concern regarding returns. Please be assured that our 30-day money-back guarantee starts upon the receipt of your item, not the order date. You are well within the timeframe to initiate a return if you are unsatisfied.
Regarding your outreach, our records show that we have been sending out emails to follow up on your concerns for almost a month now. Since we have not received any response from your end. At this time, we consider this review and your request as resolved on our end.
We will reach out to you directly one last time to ensure you have the correct information to proceed should you choose to respond later.
Lhanel Team
Reply from Lhanel
Hello M,
We understand your concern regarding the status of your Rock Stepper, and we would like to clarify the timeline for your order.
The standard estimated dispatch for pre-orders is 3–5 weeks. However, as noted on our website, all orders placed during our peak season are subject to the Important Holiday Pre-Order Notice (Nov 10 – December 20), which carries an extended fulfillment window of 6–9 weeks due to high seasonal volume. Based on your 4-week timeline, your order is currently moving through our production queue exactly as scheduled.
Regarding your communication, we have searched our records and are unable to locate an account or any email history under the name "M M." Because we cannot identify your order in our database, we have previously requested information from you to address this accordingly, but we have not yet received those details.
You may email us at support@lhanel.co referencing this Trustpilot review so we can help you with your concern.
Lhanel Team
Received my rock stepper today
I placed an order on 12/20/25 and received my rock stepper today (02/02/26). Right after the 5 week mark, I left a comment on their Instagram saying that I'm still waiting for my order to ship and then they deleted the comment, but sent me a DM. They apologized and said that their support team will email me with the accurate updates on my order. I got an email right away and they apologized and said that they're currently wrapping up production & as soon as it ships, I’ll receive a separate email with the tracking information. After that I've messaged back and forth with them for shipping updates and they responded promptly. They sent me a tracking link and I was able to see the shipping status and the estimated delivery date. With all the negative reviews and the deleted negative comments on their Instagram page, I was a bit worried that this might be a scam..but it's not. I'm so relieved that my package actually showed up and it works just like it's advertised. It seems sturdy and the purple pastel color is so pretty. I can't wait to use this daily! Although, I received the rock stepper later than anticipated..overall, I'm happy with my purchase and I appreciated the fast communication. Not sure why others had issues with them not responding back to their emails, but I didn't have that problem.
February 2, 2026
Unprompted review
Never received item within preorder…
Edit: After speaking to a third representative I was offered a clearer picture of where the item was and the option for a refund, which I was seeking in the first place. I took the refund. I notice some reviewers received the product anyway, but at this point getting the refund was eventful enough.
—
Never received item within preorder window. Company first refused to provide update even with order number provided, and then provided a vague update that the item would arrive to the warehouse when it was complete. They refused a refund.
January 30, 2026
Unprompted review
Reply from Lhanel
Hi Kelly,
we sincerely apologize for the frustration this situation has caused. This item is a 3–5 week pre-order, and production and shipping timelines can occasionally take longer than expected.
We understand that waiting without clear updates can be frustrating. Please know it is never our intention to withhold information or cause stress. We encourage you to reach out directly to us at support@lhanel.co with your order number so our team can personally review your order and ensure it is either shipped to you or refunded promptly.
We appreciate your patience and the opportunity to resolve this matter.
Lhanel Team
Never shipped
I placed my order on 12/3/25 with a 3-5 week preorder. It's been 8 weeks with no updates on shipping. ****Update****. I changed my review to 4 stars because after my original review of 1 star lhanel reached out to make it right. My rock stepper was shipped out that very day and I just received it and gave it a whirl. It's fun and I can tell will be a good workout. Unfortunately I can't give a 5 because of the delay but they fixed the issue which is the important part.
January 29, 2026
Unprompted review
Reply from Lhanel
Hi Jill,
We sincerely apologize for the frustration and disappointment this delay has caused, and we completely understand why you’re upset—especially after waiting well beyond the original 3–5 week preorder timeframe and receiving repetitive, non-specific responses. That’s not the experience we aim to provide, and we’re truly sorry for the lack of clear communication.
We’d really appreciate the opportunity to personally review your order and provide you with the actual, most up-to-date status, as well as properly assist with your cancellation and refund request if that’s still your preference.
Please reach out to us directly at support@lhanel.co referencing this review, and we’ll make sure this is handled promptly and transparently. Thank you for bringing this to our attention, and again, our sincere apologies for the inconvenience caused.
Lhanel Team
Its been almost 8 weeks since I placed…
Its been almost 8 weeks since I placed my order and I have reached out for shipping status and no response. It seems others are having the same issues. I wish I would have just purchased something similar from amazon as I am not sure I will ever get this item.
December 11, 2025
Unprompted review
Reply from Lhanel
Hi Adam,
Thank you for taking the time to share your concerns. We’re truly sorry to hear about your experience and understand how discouraging it can feel when you haven’t received the update you were expecting.
We take feedback like this seriously and want to look into your order specifically so we can provide clear and accurate information. To ensure your concern is reviewed by the appropriate team, we kindly ask that you email us directly and reference this review, allowing us to handle your case accordingly.
We appreciate you bringing this to our attention and look forward to the opportunity to assist you.
Lhanel Team
Have Received Product Finally.
I ordered the rock stepper on 11/24. They said there would be a 3 to 5 week wait. I emailed on 12/19 inquiring on the estimated shipping date. I received a response back on 12/30, saying they were sorry and it would be sent out soon. On 1/13, I received an additional email stating that my order would be sent out on 1/15 to 1/20. I sent an additional email on 1/25 and have not heard back from them as of today. I will most likely cancel my order if they do not respond by the end of this week with a firm shipping date. I will update how they respond. I'm not happy with the lack of communication from this company. It is one thing to say things will be delayed but communication is necessary.
Updated to 4 Stars on 2/1
I changed my review from 1 to 4 stars. After I posted the review. Kris from Lhanel emailed me apologizing for the lack of communication. They refunded me 50% of my purchase and sent the product the next a day. I received the product and I love it. I would have given the product 5 stars but I don't like having to leave a negative review to get a response. I'm hoping they have gotten their logistics squared away because the product is great and a lot fun to use.
January 25, 2026
Unprompted review
Reply from Lhanel
Hi Athena,
We sincerely apologize for this experience. This is not the level of service or communication we strive to provide our customers.
Based on our records, your order was unfortunately affected by unforeseen circumstances that caused delays in shipment. We completely understand your frustration, and you are absolutely right, clear and timely communication is essential, especially when delays occur.
Please rest assured that we want to make this right. Kindly email us directly at support@lhanel.co, and our team will personally review your order and ensure it is properly addressed with a clear update.
Thank you for bringing this to our attention, and we appreciate your patience while we work to resolve this for you.
Lhanel Team
I ordered my rock stepper back in November
I ordered my rock stepper back in November, the 15th. I finally received it today, January 27th. I also received a refund. After many emails to the company and a review, I finally got some action. Hopefully this company can work out the problems they are experiencing with the 3-5 week wait time. I'm very happy to have finally gotten my stepper. They did make it right.
January 27, 2026
Unprompted review
10+ weeks out, still not shipped
I paid for my rock stepper in November with a 3-5 week timely. I have followed up on it numerous times and am told there were delivery issues. It's now 1/26 and I still do not have a shipping window or the product. My patience has grown entirely thin, and I am considering requesting a full refund.
Update 2/2/26 - After I filed this review, I heard from the company and was offerred a discount and the product almost immediately shipped from that point. They stated customs delayed some of the orders, and mine happened to be in that batch, but at the end of the day, I advised that until the item ships to the customer, the customer should not be charged. I now have the product, and will review further as I see how it holds up.
November 22, 2025
Unprompted review
Reply from Lhanel
Hi Tricia,
We’re truly sorry that this experience has made you feel this way. We completely understand your frustration, especially given the original 3–5 week timeframe and the repeated delays you’ve encountered. Your patience has been greatly tested, and we sincerely apologize for the inconvenience and disappointment this has caused.
Please know that this is not the experience we want for our customers. We are actively looking into your order and will make sure this is properly sorted out as soon as possible.
We appreciate you bringing this to our attention and thank you for giving us the opportunity to make things right.
Lhanel Team
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