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Reviews 325
john miller
Jun 04,2020The courier got the wrong address and the chat line was brilliant, they sorted it out within 24 hours, well done. The assembly of the machine is really easy, well documented and easy to follow pictures, make sure that you do not get the wires mixed up with the mechanism as they will be eaten, but that is not a problem. Solid parts and great control over the speed and the attachments are too much, fantastic, better than what I had imagined. Thank you for an excellent product and customer service.
Destiny Zeno
Jun 04,2020The machine I purchased works great! My only problem is that both of the screws to adjust the direction it goes does not work. Other than that the customer service was fine and I appreciate the help given when needed. As well as, the good customer service and providing with equipment whenever there is any issue with my machine. Thanks Edwin!
Anya
Jun 03,2020Customer service was EXCELLENT, I worked with Edwin. The reason this review is not 5 stars has more to do with company policy/ website design than customer service. The machine and working attachments I purchased are working great however I have not had a chance to use them too much yet so I don't know about their longevity. But so far so good! Pros: -I did receive a customer service response EVERY TIME I reached out. It is not 24/7 support but within a few days at most there was always a response. I usually received a response within 24 hours or less (I had a lot of questions). -Customer service was friendly and knowledgeable. All recommendations/advice I received through customer service were correct (I had purchased three adapters with my machine/attachments, two adapters I purchased based on website description that did not work with purchased machine and one adapter purchased based on customer service recommendation that was a correct one). -I did have an issue with my machine that allowed it to function correctly but was an inconvenience, a partial refund was issued. * See edit below * -I did have an issue with two attachments being wrong one sent/not working that were quickly resolved after reaching out to customer service. * See edit below * Cons: -An item I ordered was out of stock so not shipped with original order. I prefer the website to be set up to acknowledge this so that I am aware of this before I receive my shipment. Once I reached out to customer service about the missing item it was back in stock again and they are going to ship the item. -The website descriptions can be misleading and at times wrong... I had purchased adapters for a machine/attachments based on the specifications listed on the website that turned out not to be required. A way to avoid this is to talk with customer service beforehand about everything and not to assume the website specifications are correct. DO NOT PURCHASE IF YOU ARE NOT SURE because even if you have proof that listed website specifications were incorrect it may be difficult or not possible to get a refund. * Edit: If customer service indicated you would be receiving any form of refund be sure to follow up that money was actually refunded. I did not do so until a month or two later and despite having email evidence from customer service that I would receive a partial refund I did not actually receive the refund until after I set up a dispute through Paypal... once Paypal was involved I received the original agreed partial refund promptly. I am still leaving review at 4 stars because I would purchase products again, however especially for first time buyers I would strongly recommend checking every product you decide to purchase through customer service to ensure it is what you want. This may be a lengthy process due to different time zones and turn-around times with communication (as stated earlier support is not 24/7).
H from TN
Jun 03,2020I was interested in their products, but somewhat skeptical about purchasing. After ordering and paying for expedited shipping then not receiving the product for 10 days I emailed their customer service department. I received a prompt email in return showing the shipping and tracking information. It had been shipped expedited the day after I had ordered. The hold up was caused by the shipping company, DHL, and Covid 19. My wife and I have been very happy with the product. It is very well constructed and works as advertised. It has added some new fun to a couple married for over 49 years. We would highly recommend Hismith, and their customer service department and their products to anyone interested in their products. H from TN
Trisha Marie
Jun 03,2020Jess was fast prompt an excellent address my concerns immediately great customer service
Marc Pereira
May 29,2020Very easy website to use. Chatted with "Jess" a half dozen times while placing my order(s). She was very helpful and gave quick responses to my detailed questions. Glad I ordered directly here instead of Amazon or eBay...maybe save a few dollars over there, but you get no assistance or customer service with them....and much faster shipping here. Thanks Jess! - Marc, California
Heather Steffey
May 24,2020No shipment and bad customer service so far. I ordered Hismith's most expensive sex machine three days ago with a few attachments, and paid the extra cash on top of that for expedited shipping. Now, I want to clarify that their expedited shipping specifically said it would arrive between 1-4 days and was guaranteed to ship within 24 hours of placing the order. I have contacted their customer service through every option they have. I spoke to someone on chat, they said to email customer support. I emailed customer support, and they responded that they have arranged shipment and to watch the my account section got any updates. That was day two, so not only did it not ship within their stated window, it hadn't been shipped yet at all. So to review: I contacted chat, they said to email. I emailed customer service, they said to check my account for the tracking number. Day three and there are no updates, shipping numbers, or anything. So I contact chat support again, who then..oh so shockingly.... Said to email customer support... If you are a company with high priced things and a customer spends $500 on an order, the very LEAST any company should do is be able to tell you when that order will ship and when it should reasonably arrive. My next step is to try to call; but considering they say they ship from Canada-and I live in Alaska- but it's really coming from some place in Asia- I'm not expecting anyone to impress me with their people skills and actually follow through with their customers' orders.
Jody Goodwin
May 23,2020I was a little concerned about placing this order for this amount of money without being able to see it or talk to an individual person, but I must say the product came from across the World in less than 2 weeks and is better than expected. Customer service and packaging was superior and the product is smooth and quiet in operation. I recommend this product for anyone who is looking to enlighten their bedroom experience, and for those concerned about dealing with international industry all I can say is good luck finding alternative that can compete with this product. Very satisfied with Hismith premium machine, well worth the money and they are on top of their game with customer service.
amr
May 22,2020Edwin was super helpful with getting my package shipped out quickly!
beth h
May 20,2020I had some issues with shipping jess saved me i will keep you posted but so far 5 stars !!! thank you Hismith for the incredible customer service =]
Steven Brockus
May 19,2020This is now my second time making an order paying for it and still has not shipped. My first ordered I paid for expedited shipping and well after the wait wait and finally getting in touch with someone my order was shipped but no refund on my shipping. So this time I did not pay for the expedited delivery and yet I waited over a week then wrote them and they sent me a tracking number and upon checking it is still not shipped. They do have a great line of products, however if your looking to have what you want and pay for go threw somewhere else. This is a horrible handling of shipping.
P & M
May 13,2020Wanted to share this review with anyone wanting to purchase a great product from a company with amazing customer service. My gf and I were researching and debating on what product to consider. And after all the reviews online. It always came back to this site and their products. And not only is the product amazing. But the customer service was beyond exceptional. As they helped me walk through what product was best for us. And helped us every step of the way to ensure we were going to be happy with attachments and the machine. Would definitely recommend the site. The company and their products. Top notch everything. :) thanks again Hismith.
Brooke Mcmanus
May 12,2020DO NOT BUY!!! I ordered April 25th its now May 11th and has not even left Hong Kong yet. Customer service is terrible and they don't send a tracking number or shipment confirmation unless you ask for it. Just a terrible experience and I still don't have my machine or know if and when I will get it. I will update once I actually get my machine. EDITED TO ADD i recieved my machine but after messaging them with a question about one of the attachments they sent me the same generic message they sent the entire time I had been asking about my order instead of actually reading what I wrote they sent me my tracking number again with the same message they sent when I was asking where my package was. Still wouldn't buy from them but I'll give it 2 stars because I did eventually get my package.
Russ Higgins
May 07,2020OMG I could not be happier with this Machine!! I highly recommend it! And the customer service is outstanding. I needed a part and they shipped it out to me immediately. What a great company. I will certainly recommend them to all my friends!!
Blue & Bello Vallen
May 05,2020So I purchased the new App Control late the 19th of April, AS soon as I saw this site which of course was after the purchase I contacted them right away for the tracking number was told by Jess to email customer service then the only other person the guy told me it was scheduled to ship but no tracking number. I gave it a few days emailed again and got the tracking for delivery on May 4th. A few days later I got a text of another package from DHL scheduled for May 7th.... both packages arrived on together on April 30th. Now the actual machine... putting it together was easy with the exception of the thrusting rod.. getting to the screw and tightening it was almost impossible... thank goodness for multiple size screwdrivers. The Machine works great handles some larger toys as well... hoping to see some updates to the app so it can be used with webcam sites.
Andi
May 03,2020I ordered on 4/19 and paid for the express 2-4 day shipping. I just finally got a text from DHL saying it will arrive May 8th. Their “express” shipping takes 3 weeks because it is shipping all the way from Hong Kong not Ontario CA like their website says. Jess that agent everyone else says is so great told me 2 days after I placed my order that yes my order had shipped already so I thought it was stuck in customs, now I find out today, 2 weeks later, that it just finally got picked up by DHL from their warehouse in hongkong. Be weary of these people if they lie about where it ships from, if they lie about how long it takes to ship, if they lie about what country and continent they are in, and they lie to your face saying it has shipped when it hasn’t how can you trust anything else about them?
Jessica Diamond
Apr 28,2020I put an order in last week and I was surprised when it already arrived today. I ordered the Pro Traveler and a couple of accessories. They came in two separate and discreet packages. One of the accessories was not included with my shipment so I got back on the store chat, which automatically popped up when I was first shopping, and Jess was there once again to answer all of my questions. I simply told her an item was missing and she had all the answers right away without me even having to tell her anything. She knew exactly what it was and had all my order information. She apologized and explained that it was shipped separately and is slightly delayed. I will leave another review once I receive it and am able to test it all together.
JJ
Apr 25,2020Item Reference: HSA15 Upc: 712809887644 Doesn’t vibrate. (VERY DISAPPOINTED)
Dick Richard
Apr 25,2020Purchased items paid for express shipping and have not received anything!. I checked with DHL and they informed me hismith printed a label but nothing has been picked up or shipped. I would not purchase any thing from them until the Coronavirus has settled down!
Robert Brodie
Jun 09,2020I ordered this from China (am in Florida) during the Pandemic. I discovered that this greatly affected delivery time, plus there was a mistake in the product delivered. But all was resolved at no cost to me! In fact, they kept with me every step of the way until everything was resolved. I so appreciate their steadfastness in customer service!