From Stranger to a Fan: How LELO Did It for Me?

Disclaimer: This story is about design, and branding I promise! 😅 Well, it is also about sex toys.

Yet another curiosity rabbit hole.

Almost a year ago (accidental anniversary issue) I started researching the LELO brand since I was hearing a lot of recommendations about their products from people I know. A working type of recommendation for the brand — word of mouth.

And well, I was interested in buying a toy.

For context, I am an analytical buyer.

The Analytical Buyer
…this buyer type is driven by data and logic. Analytical buyers like to assess each purchasing situation carefully, collecting as much information as they can about the product, service, or business before they make a purchase. — hardskill.exchange

Naturally, my research started with their website, signing up for their newsletter to see what their sequences look like and of course getting notified of the discounts!

But the more I saw about their website the deeper I started to research, followed them on their social media (full stalker mode 😅), checking almost all the buyer's reviews under some new and older generation toys. Yes, I was also interested in how their engineer touch has improved based on the user's feedback, which they carefully collect.

I went as far as deep into the rabbit hole  as looking up video reviews on YouTube of specific models and reading the comment sections.

This research was already substantial enough for me to be on a decision level of:

Okay, which toy  am I buying?

What impressed me as a designer and potential buyer was how detailed, transparent and consistent everything they have seemed.

I am talking about:

• Detailed PDFs for each product and their specifications and instructions
• Sending me the chat history so I can easily look up the answers if I decide to make a purchase another day
• Easy and seamless user experience while browsing their website. I haven’t experienced any difficulty, friction or doubt during my browsing.

They got my attention, educated me while browsing their website, entertained me on their social media and later helped me decide with the help of their customer support.

Why masturbation is good for you?

It’s very beneficial to masturbate while you are on your period since it helps with the cramps. — designer friend shared this insight with me during one of our coffee chats. Never took an advice more seriously in my life! 😅

The make-or-break-it moment

Once I decided that I was going to invest in a luxurious sex toy purchase I needed to pick one that would fit my needs and be a nice introduction to the brand.

But there was one problem — there were too many choices. I couldn’t pick the right way. What didn’t help was the fact that each toy was a bestseller. And not just having the ribbon on the corner of the product saying so, the user reviews have also confirmed that claim.

And here it’s where customer care and communicating with a real human helped me make the decision. I asked the questions I had in mind that would help me narrow it down.

I got my answers and even more reassurance about the delivery since they have a couple of partners in Zagreb.

After that was an even smoother ride! 😏 I am not affiliated in any way, I am just such a fan of their customer and user experience that I also recommend their products to my friends.

During and after the purchase

I made a profile on the platform for easier checkout, but that wasn’t the only reason!

After my product arrived I got it in a stunning box with a complementary sachet of lubricant which came in a delicate bag to store them  in.

What I found out later was about the two types of warranty:

Warranty — The 2-year warranty covers you up to two years after the purchase date. If a problem occurs within this time, you can file a claim to receive a free replacement. Just save the receipt!

Quality Guarantee — The 10-year warranty covers your product for ten years after your 2-year warranty expires.

Something I forgot about!

While writing this story I got reminded that I have a 50 euro discount on my next purchase above 149 euros! 🥳 Just because I registered my toy in their system. How cool is that?!

Safe to say that the LELO brand has won me over as a fan solely based on doing the business the right way.

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