Hismith Official Store Reviews 369

I just ordered a premium sex machine and some attachments. I was not happy with the free gift (a woman doesn't need a male masturbator!), but the Chat Assistant, name of Jess, made it very easy for me to select an alternative. I very much appreciate the help given to me by Jess, and I look forward to receiving my new favorite toy!

Overall their products are great. My wife loves them. The only problem is with their shipping. They claim to ship within 24 hours. We ordered on a Thursday and they shipped the following Tuesday. We paid for expedited shipping (3-4 business days) and they sent it DHL (actual arrival 3-4 weeks).

If you're going to buy the machine, buy it from Amazon. Guaranteed fast shipping. Unfortunately none of the add-ons are on Amazon...

placed on order on the 11th and paid for the expedited shipping four days later and have not received any notification of shipment, sent an email to customer service and no response, attempted the site's chat agent but always get "no agents are currently available" What's the point of having the chat agent other then for looks. Sent one final email to Service that I need to hear back in 24 hours or I will dispute the transaction. Expedited means expedited.

I entered the wrong address for my delivery. I added a note to my order detailing this. Edwin contacted me within hours and told me the address would be corrected.

The customer support went out of their way to supply me with options and alterations to my order and enabled me to get a great deal with what was available and what I was looking for - I can't thank them enough for their effort and expedient replies!
Thank you Jess!

Google hilighted a review calling this a scam, it is not. I ordered my items about 10 days ago. Hadn't received any shipped emails but I did have the order confirmation emails.

Sent a reply to one of those emails to support, I got a reply within 24 hours which included the ups tracking numbers. Looking to be about 2 weeks for total arrival time from the order date. It's not prime, but it's pretty good.

Shout out to Edwin for the great service.

The customer service on this site is beyond lacking. Their site says a lot of things that have been absolutely untrue.
They state they send products within 24 hours of order, and if not, they will let you know. I never received any information until I sent multiple emails.
I paid for the expedited shipping, and UPS says they paid for the lowest tier shipping they could. I was scammed out of the shipping cost. I've attempted to contact customer service and get no response.
I still haven't received my order over 2 weeks later. I will probably place a claim through PayPal.
I will never suggest this company to anyone. Don't order from them. Terrible terrible customer service.

A little hiccup with the shipping but otherwise a good experience.

I was accidentally sent an unrelated item but after contacting support I received the correct product a few days later.

Thank you very much Edwin for working hard to correct the issue.

I didn’t realize I placed my order right before the start of the Chinese New Year (Feb11th thru Feb 26th) but this certainly would explain the lack of communication and delay in product shipment I experienced early in the process. Honestly, facing an International shipment I didn’t expect a quick turnaround anyway and I anticipated about 3-4 weeks from time of order to product delivery. I haven’t received the complete order yet but I did receive partial order via DHL Express. A tracking number was provided so actual delivery time and day was known and proved to be accurate. Another tracking number (USPS) was provided for the rest of the order and I will follow its progress and I’m expecting the delivery in about 1 week from the time of this review. I’ll provide an additional review/update soon. I’m giving this company the benefit of the doubt on product delays due to the in country holiday break and I would rate them higher if they had a customer service phone number and explained to all customers to expect delays due to shutdown or for any reason....just let the customers know so we can all make arrangements prior to delivery. Honesty goes a hell of a long way if a company expects “repeat” customer business!!!!

I have foolishly tried to purchase a machine from the website before checking on here. I have heard nothing in a week. There are no responses to their built in 'chat'. I will try and get my money back from Paypal...

Received my machine today and was not aware that the other items shipped separately. Got on the customer chat and Jess was super quick with figuring out what was going on and had my tracking number ready.. Have to say my experience with customer service with Hismith to date has been exemplary. Very impressed.

I’ve changed this review for a third and final time. In a nutshell I received my initial purchase rather quickly (within 7-10 days). Product worked for 10 min and malfunctioned. Hismith only uses email customer service and seems to respond once or twice a week to its account. I contacted them about my issue back and forth for about a week and they offered to replace the failed controller if I would do a review on this site. I posted the initial review under duress but only gave them 2 stars. They contacted me after and asked me to change my review to 4 stars if I wanted them to send the controller. I changed the review to 1 star and explained why. Today is almost a week since I posted the original review and a controller shows up in my mailbox. So they are legit and they did technically honor their warranty but i find their customer service lacking and near shifty. I’ll probably seek other, more customer service oriented companies to spend my money with from here on but in all I don’t have buyers remorse or feel victimized by this experience. I believe this product concept offers many options for disabled couples. With some better customer service and some soft marketing this product could genuinely be offered as a fantastic home health aid for many couples.

Have owned a Hismith machine for roughly 2 months & have had a mixed bag of dealings with them in regards to customer service. Let’s walk through them:

1.) After receiving the machine had a few minor issues getting it connected to the app & browser extension. Customer service helped adequate & relatively promptly.
2.) The app’s server unexpectedly went down (the first time), or so I was told, and wouldn’t connect. Customer service was less than helpful relaying this information to me.
3.) Frequent Buyer points/credits disappeared or “expired” customer service was very helpful in restoring them for use.
4.) Both T-Braces broke & upon emailing customer service to inquire about the warranty etc was asked to write a review regarding the quality of their customer service before they’ll send out replacement parts.
Overall my impression of Hismith’s customer service is adequate at best when it will benefit them not the customer.

Asked for a refund and they won't give it back, at all. I paid through PayPal with a card and have asked for a refund. A few days pass and they finally respond to the live chat and say they will refund me the following week. Guess what, the following week comes and total silence. I sent them a payment request via PayPal and they won't respond to that either. DO NOT BUY FROM THIS COMPANY!!!

Had to contact customer service regarding an account issue. Jess, the customer service rep was amazing! Solved all of the issues I was experiencing, and even upgraded my shipping at no cost. A++++

Ordered a Hismith package and paid for expedited shipping. On their website it states the following:

Order will be despatched 24 hours after we receive your payment. In general, it may take several working days for delivery, depending on the different delivery methods (Free Shipping (7 - 15 Business Days) & Expedited Shipping (1 -4 Business Days)) you select. Please note that some orders go through our fraud prevention department. If your order is selected, you will be notified and your order may be delayed by an additional 1 working days. We are not responsible for wrong or undeliverable address. Please make sure your delivery address is correct and deliverable.
Order Tracking

When your order is despatched, you will receive a tracking number in your confirmation e-mail. You can track your order via the websites below using your tracking number:

There has been no communication at this point. I tried using their chat on their website and was directed to send an email to service at hismith.com which I did with no response. Starting to wonder if i should just cancel my order and dispute the charges.

I placed an order on January 26th and never got a shipment notification. After reaching out to the company a few times, I'd given up on any kind of communication and assumed the package was lost.

The package arrived today, thankfully, but I'm really not impressed with customer service.

So I made this review 2 weeks after ordering and after 2 unaswered emails and I gave it 1 star. I'm now giving you my update as I have gotten my order and also was able to contact customer service.

So for my case I never got any confirmation or tracking number before I asked for it myself. This really sucks since after payment you have no idea if your order being worked on or has been shipped. For my part this whole 1 star review would have never been made if I had gotten email saying: your order has been received and you get your tracking number when we ship it.

After 1 weeks of nothing I send 2 emails to service email for Hismith.de which is the site I ordered from.
I never got any reply from this email, I suspect it is not used. After those email I contacted service email of hismith.uk and got a reply in 24 hours and was provided tracking number good customer service and a tracking number. Week after this order arrived since it had been in shipping already.

Just a tip for Hismith, make a automated service that send out emails after recieving order and after shipping it out with tracking number. Also if you have service emails listed on your site make sure you also have someone to read them and reply. Since you have polite customer service make sure your buyers can easily reach it.

My order had everything I ordered also I do think the machine and the attachments are very good quality.
I'd recomend getting the spring attachment.
I would give the products 4,5 stars, taking away half star because of the high price.
Customer service I would rate at 3 stars, since after I was able to get in touch they were professional.

After all this I'm giving it 4 stars, could have been 5 if I had not had the problems with customer service.

Made an order on the 2nd February and paid for the faster express delivery only to find when I went back to the live chat they are saying no shipments will be sent out until the 20th! No refund for my express delivery charge.

I can never get hold of customer service when I need them.

The website is very miss leading and products with certain features are not very well advertised.

You get no updates on delivery and find yourself chasing up your order to little it no response.

Order has not been shipped out, sent out and I have spent over £1000 won't be using them again and if it does not turn up soon I will seek legal advice.

Customer service is fantastic. I was having a bit of trouble installing (mostly due to my own ineptitude) and I spoke with Jess from their customer support team. Jess went above and beyond by sending me pictures and videos of the pieces I needed to install. So impressed with the quick response time and thorough assistance. Would definitely work with Hismith again.