mountainbuggyReviews of mountainbuggy.com

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.