Hismith Official Store Reviews 367

11/10 stars! ⭐⭐⭐⭐⭐⭐
II just had an excellent experience with HiSmith’s chat support. The entire interaction was smooth, efficient, and completely silent, which I really appreciated. Sometimes minimal friction is the best kind of service.
The support engineer was professional, responsive, and genuinely helpful throughout the process. They made everything straightforward and easy to complete.
I placed a purchase of about $1,700 USD as my second machine investment, my first being the Tabletop 2.0, and this experience only reinforced my confidence in the brand.
Some things simply are not worth cutting corners on. HiSmith delivers a level of build quality and reliability that justifies the investment.
I was already a fan of HiSmith products, and now I am equally impressed with their support team. They turned what could have been a routine transaction into a genuinely positive experience.
Highly recommend. Thank you, HiSmith team!

Because of I didn’t get my complete order when I wished it to come. I was very anxious thinking I would not receive it at all. And because I have not received received it yet.

I paid for expedited shipping and still waiting, also there is no tracking information.

I purchased a bundle including the premium machine with several additional products. The included toys were interesting me and motivated me to get this bundle instead of the machine alone.

I quickly received the bundle, but three toys were incorrect. Nothing wrong with them, but they were not the ones I wanted.

I contacted the support/customer service via email, and I quickly got an answer. I explained my problem and offered to send back the incorrect items in order to get the ones I originally ordered.

The support kindly sent me the correct products. No need to sent back anything. Everything went fast and ten days later, I received the toys.

The machine itself is working perfectly. I still need some time and practice to learn to use it. But my experience had been really great for now. No regrets getting it.

Why are you asking me to rate the service when I have not received the thing I ordered yet? 😂😂

Rating 1 star for harassment/spam and no service rendered yet.

Ordered couple items with 4-6 business days delivery estimation. One of the items was shipped from China separately without any warning and hasn't still arrived after 12 business days. Other items arrived in time.

Refuse to cancel an order and speed up the expedition to make sure not to be able to cancel it.

Edit: changing your reply after the facts doesn’t change anything

While they answer emails and have been generally helpful, it took them multiple emails to get me a proper answer. It has also been multiple weeks since I have ordered and still have not gotten my shipment, although that is partly due to shipping issues.

We placed a Hismith order and quickly realized we wanted a different item. After contacting customer service we were able to cancel our order and get what we wanted before the original shipped out. Amazing customer service and communication! Will be making more purchases!

Placed order 11 days ago. Not delivered despite a 3 days delivery time. No tracking number provided for the delivery. Multiple emails and messages via website chat left unanswered. No phone number to contact them directly. Avoid at all cost due to poor customer service support.

I am so disgusted with my experience with customer service. I was sent a defective product, emailed them about it, and they have doubled and tripled down saying that it's meant to be that way.

They went so far to say that the product photo on the website was incorrect (showing what it's supposed to look like).

They have now resorted to ignoring me completely. They refuse to acknowledge the product is defective, that they were wrong, and they will not send me a new one.

The suction cup that came with the purchase has the wrong end on it, so it will not attach to any accessories the product came with. Instead, they showed me a mock photo of how the suction cup is supposed to be attached to the end of the machine, rendering it 100% useless because the machine would just have a suction cup on the end of it.

I am so disgusted by this abhorrent customer service. They have been ignoring me for a week after 2+ weeks of back-and-forths trying to sort this out.

Update 03/21/2026: After additional back-and-forths, I was informed they would send me the correct attachment for $20. Sure, fine. I went to order it and it was going to charge me over $100 in shipping. When I reached out to ask them about a code, they said they would send it once their festivities were over (company was closed for a while, but they didn't give me any indication when this would be).

It got to the point where they noticed my review, and told me they would send the correct attachment for free instead, and asked me to remove the review.

Considering the entire process, how long it took (since February 1, 2026), how many times I was ignored, the fact that they did not once answer my inquiries as to how the product was SUPPOSED to work (never confirmed after I questionned their diagram), and that they tried to bribe me to remove the review by finally sending me the correct product... I cannot in good faith remove this review OR ever recommend ordering from them again.

Azienda raccomandata per la qualità dei prodotti, veramente unici, anche per la
Gentilezza del servizio clienti dopo gli acquisti. Rispondono sempre e cercano sempre di aiutarvi in tutte le lingue. Veramente il top!

Quickly responded and offered to upgrade my purchase for free when I accidentally ordered the wrong product on christmas. You really cannot ask for more.

I worked with Jess, one of their customer service reps. She was great! She was super helpful and made swapping my attachments very simple. Definitely a great experience and am so excited to get my order!

Jess did a great job rectifying the issue with the items I needed and helped navigate the parts needed. Great customer service.

Amazing customer service directly after my order of fixing a mistake that was mine and they didn’t have to fix. Cant say enough good things and can’t wait to order more from them!

Excellent customer service with quick responses.

Their customer support is excellent.

I was putting together an order on a Sunday afternoon and had some doubts about one of the bundles. Their chat support was initially offline - not a surprise for a Sunday - but 20 minutes after I wrote I got a helpful reply. That is good.

After placing my order (a full machine with some add-ons, so a fairly big order), I discovered that I had forgotten an adapter. I emailed their support right away, and next morning I had a reply that they would ship me the adapter free of charge. That is excellent!

And Tuesday (today) I was notified that the package is underway and will arrive in 2-3 days.

All in all a very good buying experience.

Bought a squirting dildo for which there is no lube on the market safe for internal use, according to the guidelines on Hismith's own website. When I asked to cancel this order less than 2 hours after placing it, they refused. When I asked for a refund, they refused. Customer service lied to me multiple times about what is clearly stated on their website, despite being provided with screenshots. They also refused to answer a single question I asked. Honestly horrible experience. I feel like they just stole my money.
Update: I was refunded after posting this review, so added one star. None of the other information within it has changed.