Joolz Reviews 1,037

Bought an Aer2 bundle (stroller & carrycot) on June 7th, with the carrycot advertised as available from June 20th.

They delivered one parcel on June 13th (notifying me of the delivery only 3 hours before).

As of July 10th, never delivered second parcel (carrycot) which is time sensitive (as the baby, since arrived, grows).

Joolz provided no update on product availability/delays, did not reply to email enquiries (9 business days at this stage), did not call back.

Furthermore the return policy, advertised as 30 days, "without giving any reason" is also not honoured here, as they reject my request for return.

The worst customer service experience I have had since 2010, such that it prompts me to warn others and post here (a first for me)

****
UPDATE:

Joolz offered an unwanted product (seemingly an old model they had too much of). Did not offer a discount on the relevant delayed product. Joolz only refunded the item they never sent, despite clear instruction for both and is not providing any constructive solution to return the partial shipment already sent. Joolz is putting the blame on me that I disposed of the voluminous packaging, during the month+ that I waited for the other good (which would have taken 2+ months apparently)

Joolz should have warned about the partial shipment. I had to chase them for update, which were not materially informative/non-committal either.

They now say in their email that "they are doing me a favour"? Seriously, that is substandard.

Didn’t receive order

Worst customer service ever, if they even exist!!! I pre-ordered the footboard in may, for delivery June 20. But I haven’t received anything until now!!! I called their customer service 20 times already and emailed several times but no response. They don’t even pick up the phone!! “We get back to you sooner than you can say Joolz”….. seriously???
I want my money back, 97 euros!!!
Order 00416224

I had a few concerns about our Joolz Aer+ and all my issues were addressed by Iris. Thanks for the superb customer service. In this case, it paid to go with the more expensive brand. Also, we love our stroller and have been around the world with it. Excellent design for all the parts. My only last concern is that the travel bag is quite thin and already has some holes after just the first trips.

I called to cancel my order soon after I ordered it once o realized it wouldn’t arrive on time. The team member said she would make a note and cancel it as soon as she could “see it” on her end. I called back the next day to confirm it was cancelled and she said it shipped. Now I have to hassle with a return. I’m still waiting for the return label.

Update: Did not recieve promised shipping labels or pick up to ship to proper location, It was a gift, already too late, so I shipped it myself 7/15, cost $94.00. Sent documentation and requested credit. On 7/17 Received response that stroller could be returned to shipper, then they would reship. Apparently they do not read details of customer messages. Suggest they improve their customer service and skip all the survey requests when nothing has been done.

Noresponse to problem with ship to address!
Gift Item shipped to wrong address in Michigan instead of California!! If any customer service existed AT ALL this would have been resolved before shipping!!
Still NO response from July 1st order date!!!!

Ultimate Dutch scam they should be banned in the UK.
No customer support, the delivery date of pram was 20th or June , no replies to e-mails and still no carrycot.
incredible!!

I picked a Joolz stroller after a friend recommended it to me due to its great quality and ergonomics, and I found out as well the customer service is excellent. I am very satisfied with this choice.

We couldn’t be happier with our Joolz Day 5! We get compliments on it almost every day during our walks! The stroller feels super smooth and sturdy. It’s easy to fold and unfold, which makes getting in and out of the car a breeze. Comfortable for our little one, easy to handle, and looks fantastic too. Highly recommend to anyone looking for a high-quality, good-looking stroller!

In 2022, I purchased the Joolz Aer through Babypark (a Dutch website), with high expectations regarding quality and durability. Unfortunately, my experience has been far from positive.

In August 2024 — two years after purchase — the frame suddenly stopped folding properly. I was sent a completely new chassis via Babypark. Just a few weeks later, in October, a second issue occurred: the seat broke, making it impossible for my child to sit in the buggy. This was also replaced.

Now, in June 2025, less than a year after receiving the new chassis, the right front wheel is completely blocked. Babypark informed me that Joolz is once again only offering a replacement part.

After three major issues affecting three different essential components (chassis, seat, wheel), I have completely lost confidence in this product. Each time, a part is replaced, but the structural defects keep recurring. A wheel failing after just 9 months of use cannot be considered normal wear and tear — this points to poor quality.

Lastly, I submitted my complaint directly to Joolz, but have received no reply by email. This only reinforces my feeling that customers are not taken seriously — even by a brand that presents itself as premium and promises long-term warranty and reliability.

For this reason, I cannot recommend this product.

For customer service reference: complaint #00315801

We couldn’t be happier with our experience with Joolz! Their products are not only beautifully designed but also incredibly practical and high-quality — perfect for parents who want both style and functionality. Our Joolz strollers has been a game-changer: smooth to push, easy to fold, and super comfortable for our baby.

What truly sets Joolz apart, though, is their customer service. From start to finish, the team has been amazing — friendly, responsive, and genuinely eager to help. It’s so reassuring to know you’re supported by a brand that truly cares about its customers.

Highly recommend Joolz to any parent looking for reliable, stylish, and well-made baby gear. Five stars all around!

They are not reacting on my emails... I just need a simple PDF invoice of my order, how difficult this can be? I ask them multiple times by email and also with the contact form. Please send me an invoice of ordernumber 00420965

Excellent service. We had to order a replacement wheel and Constanta helped us receive it next day as it was an emergency being without the Geo3’in action!

I bought a Joolz Aer2 + rest leg + bumper bar on June 17th. Still today June 24th (8 days after) the order appears as processing and there is no update on when my order will be shipped or delivered (I live in London)
I already sent emails to their customer support, and also called them , but no one picked up the phone or feedback by email.

Avoid ordering directly from Joolz at any cost - I wouldn't want to give them a single penny but if necessary, order via other resellers and not from Joolz directly.

Many weeks and many email follow ups later, I still cannot find out what the status of my order is. Never received a shipment confirmation and no one is responding to my emails. Cannot reach anyone on the customer care line either. Really frustrating for parents already stressed about preparing for birth.

Edit, June 30th: A few more emails later, still haven't heard back. The replies here are almost shameful as they do not put their money where their mouth is. Really wish I had checked Trustpilot before I went with Joolz as this seems to be a common problem and not an isolated issue. The customer care line number advertised on their website is also not a real customer care line as no one ever answers. If I didn't know this was a real brand I would have been sure I got scammed. Really the worst, worst ordering experience I ever had.

Fantastic product (Joolz Aer+). Nonexistent customer service.

Try emailing them, you will not even receive a reply. I emailed them twice, once to request an order amendment, then another time to request a product return as the order amendment request was ignored and the wrong item was sent. Both emails were never even acknowledged, nevermind replied to nor acted on.

Brilliant quick delivery. 5* company. I accidentally left a 1* review and dont know how to remove it but I'll keep trying. Wonderful product and service. Thank you

Super fast service! Items were delivered before promise date which was amazing. Customer service was also super helpful!

I have not received my order and I don’t know when I will as customer service still hasn’t responded.