mountainbuggy Reviews 55

Disgrace of a company.
We were gifted a pushchair when our twins were born back in May.
The other day I noticed that a press stud that holds the seat to the frame had come clean off, therefore putting the safety of our twins at risk.
I appreciate warranty policies, however given this is a safety issue, I thought something may be able to be done, however no - I’ve been told I need to buy a new pushchair.
Really helpful
Clearly the safety of children isn’t important to them & making a profit is

Site obviously filters out bad reviews and publishes only the good ones. Like many have said before, they have terrible customer service. They have very high shipping costs, even for the smallest item. Almost no options for returns or exchanges.

Bought a unirider from mountain buggy and a bolt broke on the handle.

After contacting their support it is not possible to get a replacement and their advice was purchase another one or check send hand sites....

they also block one star reviews on products via their website

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 bought a Swift Buggy with parent facing seat and bassinet accessories when we had our first child. Unfortunately, the Velcro that secures the hood for the parent facing seat and bassinet to the frame has been sewn in completely wrong and does not hold the hood to the frame. This significantly limits the utility of the accessories we have paid a lot of money for. I have contacted mountain buggy every time we’ve had a new born that could use this, but have yet to receive a response. This is not the level of customer support I would expect on a premium product and reason enough to advocate that others don’t use this company or purchase their products. Which is a shame as their products are otherwise superb. I have just contacted them via their website yet again and will happily update this review if I hear back from Mountain Buggy about this issue and they rectify it in a timely manner.

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.

We bought the luxury nautical travel system for our now 3 month old daughter and its been a mixed experience. Overall the buggy looks good, steers well and is (mostly) durable. The 3 biggest issues we have found so far are:
The carrycot - The clips to attach it to the wheels or adjust the incline are very difficult to use, especially single handed. We've broken two sets already. This is a known fault they've acknowledged and aren't rushing to rectify.
Infant Protect car seat - The manual does not explain when to remove the newborn inserts so you have to just go with you gut instinct and hope for the best.
Nappy bag - The changing mat that comes with the nappy bag is for some reason made of absorbent cotton so any wee just seeps through. Totally impractical. We've had to buy a new one that's wipe clean!

The biggest problem is their customer service (or lack of). The fact that 90% of the reviews on their website are positive should be a red flag - I submitted an honest review to their website 2 weeks ago and its mysteriously yet to appear. They're not easy to get hold of either. After a lot of hunting I found a Phil & Teds email address via Instagram. Their only contact phone Nos provided on our long email chain were for Australia or New Zealand. Not exactly helpful for their UK customers.

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.

Brake cable snapped, was told the buggy was ‘out of warranty’ only one year into its life. Would expect this buggy to last at least one child’s life let alone multiple. When trying to order a replacement was told ‘ The brake is out of stock now and We don't know when it will come’. Terrible quality and customer service, will be lodging a complaint when they finally get back to me.

Customer service is appalling. Slow, incompetent, impossible to deal with, will never order from them again.

I’ve got the mountain buggy terrain. The buggy is great, but the customer services are shocking!

It is used a lot on all terrains, so I don’t expect it to be perfect but I do expect some level of after care. There is none.

I’ve had a couple of issues most recently the wheel bearings have gone so I got new ones. Mountain buggy sell them so I got them direct but there are No instructions on how to fit them and mountain buggy point blank refuse support or advice on fitting them despite them making the buggy and my buying it direct. Their only advice was to buy new wheels. I need four at £56 each! I may as well just buy a new buggy. So now I have broken wheels so difficult buggy to push, new bearings that I can’t fit and I’m already out of pocket.

Like another reviewer I didn’t realise they didn’t publish the balanced or negative reviews on their site.

It’s so frustrating as it’s a great product but the shockingly bad customer service and after sales means I would never recommend this buggy to anyone.

If the customer service had any sort of after care I’d rate the buggy as a four but for this price with this service and a £500 buggy I now can’t use without spending another £240 I can’t recommend it.

NZ- Customer service is completely inadequate , i am trying to send back a wrongly sent product but they are too stupid to send me a return label nor want to give me my money back. They closed the case half way the process not informing me. Cannot raise complaint nor call them. STAY AWAY if you value good customer service.

Fast and good delivery to the Netherlands (I contacted the customer service first to know the delivery time).

I bought a terrain frame. It is a bit expensive, but it is.

I’ve been trying to contact the customer service but literally there is no number to contact they said the delivery is 3 to 5 days but it’s been like over 10 days and I didn’t receive my order yet I’m still waiting 😡

Customer service is non existent literally taking months to reply. Purchased the swift and it’s creaky and not good quality at all. V disappointed and a huge waste of money. Avoid them!