Recently I have come across some questionable things on Adultluxe.com and they had no issue clearing it up and trying to fix it for the future. 

So, What Happened? 

Back in 2022 I worked on a review with Adultluxe.com on the Godsend Sucker Rose. During that time I had a few complaints with the company as a client, not as a customer. 

As a client. Adultluxe.com didn’t seem to take any of my complaints about their toy seriously. When I mentioned that the Godsend didn’t pass the waterproof test, they claimed I performed the tests wrong. Blaming me for their faulty product(I forgot, they did follow up, I was re-shown old emails), they followed up with information on how an IPX7 rating works to clarify any misconceptions I may have had. 

I politely followed up informing them that I did extensive research on how to test devices that claim a IPX 7 rating of waterproofness and it still failed. And they never responded (which is fine, products can be faulty, I just expected more care on their end). 

UPDATE: In a follow-up email they said if a customer has an issue with the Godsend they will give an immediate replacement or refund under their “1-year brand warranty”. However, I hadn’t been able to find any of that information on their website (I’ve asked the company to inform me. ). 

Right now, the website just says that refunds are decided on a case-by-case basis, and “we do understand that there can be unforeseen chances of a product being damaged upon arrival. You will have a 28-day guarantee from the date you receive the product.” which I am to assume means you have 28 days to get a replacement for a damaged product.

Update 2 (final): The refund policy has been updated on their website to reflect what I was told. There is now also a 30 day policy instead of a 28 day policy to report broken/defective toys. 

After that, I decided not to work with the company as a client ever again, but I would still consider being a customer. 

The reason I was fine with being a customer and not a client was because up until this point all of the customer complaints I had with adultluxe were resolved easily. This led me to believe they treat their customers better than the people they hire. 

That was until I realized they were using photos from my review to seemingly fake positive customer interactions. For instance, the review section of the AdultLuxe Godsend Sucker Rose with Thrusting Dildo shows a review with my photos, but not my review. In fact, the review using my photos claims to like the product better than I did. 

UPDATE: I have been informed that the customer may have uploaded the publicly available photos. However, I’m still a bit of a skeptic because the review came out a couple of months before mine, and I find it highly unlikely that the reviewer came back to just edit their review to add photos they didn’t take. It could have happened though, so use your own judgment.

Update 2 (Final): They explained to me how their system re-asks customers to add images to their reviews. This could be why the customer added them later. 

The date of the review also seems to have been faked. The article for that toy came out on May 5th 2022 and the review was posted on Feb 2nd 2022. That’s impossible. I took all of those photos at home with my own equipment. There is no way they were using my photos a few months before they even were taken. 

UPDATE: They have taken down the review since, but it is proof that at the very least the photos attached to their reviews are not always taken by the customer who is reviewing. And this isn’t checked considering they commented on the review and kept it up this long.

UPDATE 2 (Final): They informed me that the person who does the website and the person who outsources the reviews are 2 different people. In this case, the person running the website was not notified that my review existed and thought the photos were the customer’s. 

Final Thoughts

Tread carefully with Adultluxe.com. As the situation unfolds, I’m still not sure how to feel about it (I will post any important updates as they happen). 

The team at Adultluxe seemed to take my concerns seriously and took the time to explain to me how their system worked. And, how this could have happened within it. They were open to suggestions on how to improve things for the future, and as long as they stay true to their word, I think they are a company that is still safe to shop at. 

I won’t fault them for the defective product because it seems if circumstances were normal (i.e. it wasn’t for a review) I may have been able to get a replacement (may have because I couldn’t find the official policy) which would have been a plus. 

Update (Final): They did offer to replace my toy after realizing it was completely broken. I declined due to personal preferences.

If any customers have asked for a replacement or refund, please reach out and tell me about your experiences; was it easy? I’d love to know and share.

The reviews on their site are also still a concern for me because even if they aren’t faked, they don’t seem to be closely monitored. This tells me that, at the very least, there could be a lot of inaccurate customer photos with the reviews. Even if the company knows that said photos are not the customers. And, I don’t know about you, but photos are one of the first things I look for before buying a product, so feeling like I can’t trust that section is huge. 

Note: I am in no way telling this company to review every single photo a customer posts. I would just expect that if they knew the photos were not the customer’s (these are photos that they were provided by me) they would have taken immediate action to avoid customer confusion.

Update (Final): Adultluxe.com seems to have taken this concern seriously and has pledged to try and improve their internal communications for the future.