Lhanel Reviews 370

I ordered the Lhanel Rock Stepper at the end of December and was told delivery would take about four weeks. It didn’t arrive until March—over two months later.

What’s worse, customer service was completely unresponsive. I reached out after four weeks—no reply. Again after five weeks asking for a refund—still nothing. When I followed up after six weeks, I was finally told I couldn’t get a refund because the item had already shipped. That would have been useful information earlier—if anyone had bothered to respond.

When the product finally arrived, it was a huge disappointment. The build quality is poor, the counter doesn’t work, and it makes an awful noise during use. On top of that, it actually caused knee discomfort, which defeats the entire purpose of buying a piece of fitness equipment.

I tried to return it under their “satisfaction guarantee,” only to be told I’d have to pay $50 out of pocket for return shipping. That’s unreasonable, especially given the product quality and delays. After pushing back, they offered a 30% refund—but that still leaves me stuck with a bulky, unusable piece of equipment now collecting dust in my attic.

Between the shipping delays, lack of communication, poor product quality, and unreasonable return policy, I would absolutely not recommend this company.

I was so excited to find something that looked fun and compact to be able to work out in my house with limited space! The disappointment was the waiting process. At the time of purchase, it was advertised that shipment would take place between 1-3 weeks. By the 4th week of waiting, I reached out to ask about my order. There was a delay with customs. Understandable. I was offered a mystery gift as compensation. There was no gift in the package when my order arrived. It turned out they were issuing me a digital gift card when I reached out again. I understand the mystery part, but please give a little more guidance if we're supposed to look elsewhere outside of the physical package.

Onto the rock stepper... It was a bit awkward stepping onto it while trying not to fall over or lose my balance. It feels like you're very high up, but after a little practice with balancing and rocking, it gets easier. And I was right - it is fun! I am looking forward to using it daily and increasing my time slowly.

Please update your shipping timeline to account for any hurdles along the way. I think you'd have less frustrated customers if you don't overpromise on something beyond your control.

Product - fine. But I am an affiliate for this brand which means I help promote my use of the product and I earn a fee for purchases made from my link. It's how so many things work.
BUT I HAVE NOT RECEIVED A PAYOUT IN A MONTH - they are marked as FAILED in my Social Snowball portal and the company that handles the program says that Lhanel does not have enough funds in the payout account to pay my affiliate fees.
I have contacted CS multiple times through email, facebook, instagram and zero response.
I still think my Rock Stepper is a great tool and I use it almost daily, but I refuse to let this company profit off of me regularly and not pay me the small fee I signed up for. They owe me a good chunk of change at this point, and I just want them to uphold their side of the contract.

I love my rock stepper!

I bought this because I deal with chronic physical issues, and it seemed like the perfect way to stay active on bad flare-up days without having to go outside. It's been a fantastic workout and honestly, pretty fun too!

My first rock stepper had some issues, but the LhanelFit team was super quick to help and sent a replacement right away. Couldn't have asked for a better experience.

Would 100% recommend, especially if you're in a similar situation to mine!

I was really excited about the rock stepper when it received it. I used in in 10 minute increments about 15-20x before it broke. The weld gave way and cause me to fall while using. For reference, I am a 5’3 - 130lb woman who was using it on my tile floor.
I’ve reached out to customer service twice with no reply. Buyer beware.

I absolutely love my Rock Stepper. I only do a few minutes a few times a day. So glad I purchased it. I work at a call center so I'm sitting most of my shift. My lower back no longer feels so stiff.
Plus I reached out to the company to find out about my order and they got back to me promptly.

I ordered and paid for the rock stepper on 3/8, I immediately received an email saying that it would be 1-3 weeks for shipping. At 3 weeks I emailed support asking for an update. They replied and told me shipping was now 2-4 weeks. I was okay with that especially since they answered so quickly. But, it has now been 5 weeks and my emails are not being answered. My latest email was to ask for a refund. They have my money, I don't have my item, and they don't answer emails. I feel like I was scammed.

I ordered my rock stepper on March 9th and I haven't received any information on a ship date. I have emailed customer service and they have not responded at all.

I was hoping to include a screenshot of the email I was sent offering me a $15 gift card to leave a 5 star review. My order was delayed, I got no updates and was told I’d get a “special surprise” when my order shipped which I did not. Poor customer service, bribery rating strategy and scam vibes to keep people waiting. Oh, the product is just meh. Wouldn’t recommend.

I love this product! I have had it for 1 year and still use it all the time!

I love love love this step rocker. I can feel the full body workout and I only have to do it for a few minutes. Love the color as well. I recommend this to everyone!

I placed an order on January 17, 2026, with a stated shipping timeframe of 3–5 weeks. It has now been nearly 10 weeks and I still have not received my item or a tracking number.

Customer service repeatedly responded with generic updates saying the order was still in production. Most recently, I was told my order is on hold and would not be shipped unless I closed my payment dispute first.

This is extremely concerning. I am not comfortable closing a dispute without proof of shipment.

Based on my experience, I would advise others to proceed with caution when ordering from this company.

Excellent customer service. Had a problem with the functionality of this product and immediately had the problem solved
It doesn’t get better than this

Somehow during the order process my address was changed and I never noticed until when I started receiving notifications of delivery. On the day, nothing arrived so I checked the invoice and that is when I realized the issue. Reaching out to support was my first choice and I am happy to say that I did. They have been nothing but gracious. They shared what will happen and everything they said happened. Everything has been reprocessed/resolved. Thank you to the support team as I’ll be toning up my summer body. It and me are appreciative of you!

Both the Rock Stepper, and Lhanel’s customer service are top notch! The product is just so much fun to use, and gives you a work out! I had an issue, and reached out to the company via email. I received a speedy response, and complete resolution. Just wonderful all around!

I ordered the rock stepper and ordered the pilates reformer by mistake. Received the pilates reformer and asked to return it. I am doing everything they ask and they are fighting me on returning my money. I also asked them to cancel my pre order and they are fighting me on this as well. don't have anything good to say about this company. My next step is to contact the better business bureau

It took about 8 weeks to receive my delivery, but the customer service was very good with response, they even sent a picture of the truck loaded up with the boxes. I was a little disappointed that the "mystery gift" was a gift card to spend only on their site, but that's ok. The machine itself it super lightweight and easy to use. I feel a burn within 5 minutes but I am just starting to work out again. All in all not a bad experience! I recommend it to lazy people like myself for sure.

I ordered a rock stepper on Feb 25. a month ag0... Still nothing. Since then I have emailed 8 times for a refund as I decided I didn't need it. I have received 7 responses - all ignoring my request and instead offering different percentages off or a free pilates reformer. I do not want a discount or more products. I changed my mind, and would like my money back. They should respond kindly the first time. They will not get me back as a customer.

I saw the add on social media for months for the stepper and finally decided to purchase it in PURPLE! I started at only 6 minutes and it was a workout for sure!! My legs felt like I ran a 5k. Now I am up to 15 minutes and getting ready to use the accessories that came with the stepper. I also purchased the Pilates in PURPLE and am excited to start using it. I LOVE that both are so compact yet give you the long workout you need in such a short amount of time!