mountainbuggyReviews of mountainbuggy.com

Received our "top of the range" mountain buggy and carrycot. Box arrived damaged (possibly a previous customer return), not a huge deal though I thought. Then tried to assemble and the clip for the carrycot was faulty. Sent photos explaining the issue and that it couldn't be assembled. Got a response, days later, of: "Please try it on." Somewhat flabbergasted spending nearly £1k to find the product faulty, and then be told to "try again". As well as poor customer support, it then turns out their returns policy is horrible. I wish I had known about this before purchasing. Be warned if anything goes wrong, and you need to use this buggy, you'll be left contacting your bank and a slow, painful, dispute process will leave you out of pocket. I'm currently left with a £1k dead weight, no further response from Mountain Buggy, and having to wait before processing a chargeback with the back.

I bought something and then reached out to cancel the order an hour later. Didn't get back to me until a day later when it arrived. Told I couldn't get a refund for a change of mind. Bog standard stuff for Australia but if nowhere stocks your products this shouldn't be your policy! Avoiding like the plague.

We ordered a set of Aerotech wheels for a older model Duet and the wrong ones were sent to us from the official MB website. Ok, these things happen I thought - though it left us royally in trouble as we were going away for the weekend and really needed them. So I then bought cheap generic air filled tires from Amazon overnight and am actually surprised how good they are so we decided just to get a refund for the overpriced solid tires. But the difficulty to then contact them (no UK phone number or email) means trying to explain this to someone in China who only responds at 3am by email and woefully misunderstood the issue for several emails means I am still waiting for a refund despite having returned the item with the Evri courier they eventually provided. All I am being told now is that it hasn't been returned so they won't refund it. I now have nothing of theirs and they have my money! I really thought this was supposed to be a leading brand, especially for double buggies but the lack of anyone to talk to on the phone and the whole shambles of it means I will never spend a single penny with them again. I'd rather fork out for a whole new system from a competitor than try and buy new bits for this buggy.

This brand came highly recommended to me by a family member. This is my first baby, due in June, so I decided to invest in the Urban Jungle travel system despite my tight budget. I received a blunt email to inform me the car seat was out of stock, even though it's still in stock on the website - no alternatives or help offered. I decided to cancel the order as the car seat is important! I'm still waiting on the confirmation of this cancellation and my refund of 1117.19euro. I'm very disappointed with the customer service and lack of response. I wish I had done my own research before I decided to make a big important purchase like this. I do not recommend buying from this company.

I purchased over 12 months ago. The first problem was the wheel falling off, randomly(it was clipped on correctly) I wrote to complain and they asked me to send a video of the moment it happens ... 🤔 I don't know when it's going to happen so I'm expected to walk my baby , 3 kids and 2 dogs whilst filming it. The 2nd thing was the fact I have had 28,567 punctures !!!!! In both back tyres. It is so hard to push when I have flats and have had to be rescued. Now the break only works on one side. It looks good but IS NOT fit for purpose!!!!! I don't even go up mountains 😕 Pile of crap

We purchased the terrain and after only a few uses an elastic loop had come away from the seam of the fabric hood. Was told that the fabric, buckles and straps of the pram are not covered under their warranty and that we can just take it to a sewing shop ourselves to have them sew it on. We realise we could do this but don’t find this acceptable for a buggy we paid over $800 for. This goes against consumer laws in place in NZ. They also select which product reviews are posted on their website which is incredibly misleading. Pretty disappointed. MB being a NZ company played a lot into our purchasing decision but I wish I’d done more research on the company prior.

Their return policy isn't clear. I was made pay 30 euros for initial shipping and once I received my order and realized that it would not fit my second hand buggy. I had purchased a used urban jungle and decided to rehab it, so I spent 160 euros on the new fabric seat and hood. Anyhow, it didn't fit because they changed their fabric attachement system. I contacted them about a return and refund, they responded that I had now 14 days to get it to their warehouse in the Netherlands (I live in France) and once they receive it, they will judge whether or not I am eligible for a refund. There was also no return label in my package and upon sending them another message they informed me that it's up to me to lay for it. SO BE WARNED , they make you pay for every shipment and guarantee nothing. Also, their customer service number in France is a personal number to a random woman and the french customer service email bounces back...all of which is printed on the shipping box. Overall I have wasted so much money, and have nothing to show for it except for anxiety and frustration....at 28 weeks pregnant. I recommend avoiding this company and their parent company Phil and Ted's at all cost (it will cost you a lot of money fo you do).

Posibly the worst online shopping experience I've got in years, a waste of time and money, definitelly not the kind of burden you want as a new parent...Here is my story. I bought several quite expensive products out of mountain buggy online shop and I received them within two days which was great, problems start when openned the box just to find out that there were missing parts and the item was unusable...I thought "oh, no biggies, we are in 2022 and returning an item bought online is quite easy"... Well, nothing further from reallity...Mountain Buggy return policy seems like something out of the early 2000s. Its dificult, tedius and seemingly designed for the customer to give up beforehand, acording to the policy ...there are very few reasons for your return to be accepted and even when faulty or broken items is one of them, the best you will get is a voucher to keep buying from them...far from ideal... In any case, after few emails with the returns department I managed to get them to approve my return, I ship them my item at my own cost and then wait, and wait, and wait, for nothing to happend. The comunication just stopped there and I got stucked with no money, no item and one more thing to worry about. Extremelly disapointing.