Baby TulaReviews of babytula.com

I bought a Free To Grow carrier in August 2023 (Tula UK site) for £105. By November, the safety elastic had substantially worn to the point it was loose. I contacted Tula and asked whether this was safe or if it needed to be replaced. Tula wanted me to destroy the original carrier before they would send out a replacement, but I found this an unfair request as like a lot of mums, carriers are used every day in the place of pushchairs and we don't have multiple ones to choose from. After explaining this, they 'compromised' and said I could remove the label now, and provide proof it had been destroyed once the replacement had arrived. I requested a replacement on 9 Nov, it was sent on 21 Nov. On 29 Nov, I received an invoice for £180?! yet no delivery of the carrier. Checking the tracking, it has been delayed due to weather conditions. This payment request of nearly TWICE the cost I paid for the carrier, with the Tula team not bothering to contact me, or check the tracking first is frankly shocking customer service. Implying that the company are not trusting of their customers, but also care more about recouping costs than they do about customer satisfaction. The cost on the invoice itself is shocking. Full price, the carrier I purchased is £139.90, as is displayed on their own website. This is the total cost to a UK customer. Why the invoice I received lists the cost of this carrier as £149.98, PLUS VAT, totalling £179.98 is downright appalling. I will not pay for a faulty carrier, and then pay again for a replacement carrier PLUS £40 that I have not even received. They are however happy to use photography of my baby in the Tula carrier as free content on their social media platforms. I will not be buying from this company again, nor paying the invoice. There are so many other buckle style carriers to choose from, closer to home. I will not make this mistake again.

I hope the carrier is better than their order handling and customer service line availability. Placed an order 10 days ago, received dispatch notification after 3 days which I wasn’t too fussed by given its Black Friday ‘month’! But the tracking number for UPS didn’t work… today only just had notification that UPS have the parcel IN GERMANY!! Customer service line is apparently only open 10am - 1pm but I’ve tried constantly on a number of days now only to receive an automated message saying all lines are busy. When you order something like this with a newborn, you usually want it pretty sharpish to make life easier… Tula have not helped that thus far. Sort it out!

I would strongly recommend avoiding Tula Baby and suggest ordering a carrier from somewhere else. Obviously Tula were quick to take my money then confirm the order but after that it was impossible to get any response. The only way to reach the company is to email or call, the UK number tells you to call back later and the emails don’t get replied to. I received confirmation that my order was dispatched but no tracking information was provided. Over a week went by with no delivery so now I am trying to get a refund, I will no doubt have to go through my bank to get the money back. Save yourself the trouble and stress, order from somewhere else.

Nothing bad to say about the buying process, but I bought an Explore baby carrier and it's a nightmare to use. I am not new to carriers and slings, so it's not inexperience. Just don't trust how easy it looks in the video tutorials. If I put the waist band around my waist (where it should be according to the instructions), the baby's head is at my height and I can't see where I'm going (I'm short, but not that short!). If I put it lower on my hips, I can see where I'm going but it's not comfortable at all. Also, the closure on the back (on top / shoulders height) is almost impossible to close and open without another person's help. And the straps cannot be adjusted that easily either. You pull and pull and nothing happens! Using it to carry my baby on the back might be easier, but so far it has been a nightmare!

I’ve left vm messages and two emails in reference to an update on my order. It’s going on two days and I have not heard from a representative. It’s a company that if you have an issue or problem you are required to leave a message.