Joolz Reviews 1,037

I'm very disappointed in Joolz at the moment. I am in Australia and had ordered replacement parts and contacted customer service was very quick to respond to me up until I paid then they disappeared on me. I asked for a receipt for my payment and when the replacement will be sent and it's been radio silent for the last 7 business days. They said a receipt will be automatically sent once payment is made and this was done 10 days ago. At this stage I have been searching to see if I have actually reached a scam website and email address. I also cannot find an Australian number to call to check if I have indeed been scammed.

I’m extremely disappointed with the customer service from this brand. I first contacted them on 17th November regarding a manufacturer fault on a bassinet pram, and only today, 9th December, have they finally confirmed that a replacement will be sent.

What made this even worse is that they consistently took five working days to respond to every email. For a company of this size, this is completely unacceptable. When it comes to baby products, timely support is not a luxury—it’s a necessity.

Although a replacement was eventually agreed, the overall experience has been far too slow, frustrating, and unprofessional. Based on this, I cannot recommend this brand and will be avoiding their products going forward.

Update: 16th of December, and I have not heard from them or received the replacement. Tried emailing (of course, no reply) and calling a foreign number shown on their website to no avail. After 3 minutes, it goes to a machine for you to leave a message. They, however, have requested more information regarding my review on Trustpilot; they seem to be moving faster to prove my review is accurate than to help their customers. Embarrassing.

I ordered a stroller and bassinet as a gift. The online process was easy, the items shipped quickly, and were received in good condition.

The delivery is slow. It has been more than a week and I still haven’t received my order, and it doesn’t look like it will arrive in the next few days either. I contacted customer service, but they haven’t replied even though five days have passed. Very disappointing experience.

Unable to respond as questions are in a different language! Not English

Joolz products are great!! However not giving a 5* bc there could be an improvement in their website with better detailed information about car seat compatibility. There are so many strollers and products that everything gets confusing.

I ordered a stroller with carry cot 2.5 months ago, and the delivery has already been delayed twice. My due date is now, and I was just informed that the carry cot will not arrive for another 1.5 months. For the price I paid, I expected a reliable and professional experience, but this has been extremely disappointing. I would not recommend this company. It has been a total nightmare!

Easy to order and fast efficient delivery. Add Ons for my Joolz stroller weren't available locally except online. I was rather concerned but need not have been. This is a quality company . Parts were beautifully packed and rapidly dispatched. Instructions were clear and concise and the parts were of the same high standard as the stroller. Excellent.

I had a very bad experience with my Jozz Hub 2.I bought this one last year (November) I used it only once on a trip to Frankfurt, and the fabric on the back of the seat tore completely—as if it was old, weak, and very low quality.
Unfortunately, despite emailing customer service several times, I never received any reply.

For the price I paid, I expected much better quality and support. Overall, this pushchair did not meet the expectations promised in the advertising, and I am very disappointed.

I haven't received my order and have written twice to ask where it is and received no reply

Not answering emails , I need a return label , and a replacement for my stroller .

UPDATE 12/09/25: I can confirm customer service has been in touch and stated they are sending a replacement chassis. My last update from them was December 4th that shipping would be soon, but no update since then. I purchased this stroller for a trip to Europe I am going on this month and am hoping this is resolved be then.

Original review: 11/24/25: I received my aer 2 today and during the very first time opening it the latch wouldn’t function properly. It is stuck and the small safety button mechanism is jammed and cannot be pressed in or released. Due to this, the stroller will not click secure and the stroller can’t be used.

This is terrible service,

I am trying to contact customer service for Joolz but no one answers the telephone or my email to cancel an order made by mistake. I want to return and have my money back!

Terrible customer service- shame as it’s an expensive pram brand and I like the pram I bought from them but their customer service is dire.
The carry strap keeps unclipping itself- I emailed them a they told me this “isn’t a fault”?! How can it be meant to unclip itself randomly?! Eventually after much emailing they agreed to send out a replacement strap (not replace the pram itself) but that was weeks ago and it’s still not turned up. I emailed to chase- Was told the order never got placed! No sorry, nothing. Disgraceful. I won’t be ordering anything from this company again.

Edit- thanks Joolz for your reply, shame you’re not replying to my emails. I’ve still not received the replacement strap and was told it would arrive last week. You like to make out in your reply like my problem is sorted but it isn’t.

Edit- just so anyone reading this review knows, Joolz have just emailed me to say the strap was never dispatched after then twice saying it had been and twice saying an error had been made. They’ve told me it won’t come for another 3 months now. So much for their 10 year warranty.

We bought the Joolz Aer Plus pram with added 10 year warranty through Winstanley Pram world in the UK. After just one year of use it developed a fault which means our baby is really uncomfortable and we are concerned may be causing injury. It took Winstanley 2 weeks to request spare parts after we raised the issue. Joolz promised to send spare parts and then after three further weeks Joolz has still not sent anything. So after 5 weeks we still have no idea of when spare parts may arrive. Ultimately you may be better off avoiding Winstanley and Joolz prams.

I have sent 3 emails to Joolz over the last month and a half regarding stock for the Joolz Aer+ footboard in Australia and am yet to receive a response.

I never got any reply after 2 emails and 2 days.