bugaboo.com

Horrendous service by Bugaboo

Had a horrendous experience with Bugaboo service. Our dragonfly stroller got stuck and wouldn't fold 10 hours before scheduled air travel. Called service, was instructed to send an email with a video of the problem and one of the experts would reply within 24 hours. No attempt was made to help us. It has been 2 weeks, and we are still waiting for a reply. I keep getting emails instructing me how to fold the stroller. Nobody even bother to look the video I was instructed to email to them.Bugaboo replied to this review, and now I am even angrier. This is their reply which proves that not only they didn’t bother to look at the video I sent them of the problem, but they didnt even read this review carefully. This is what they said: “To assist effectively, we rely on complete and accurate information, including the stroller model, serial number and a clear description of the issue. We ask that you reply directly to our service team with this information so we can provide a tailored solution for you.”Now it has been 3 weeks since we needed their urgent support. We had to buy a brand new stroller. Another update: I just got a response from Bugaboo (after I updated my review as above) with the actual instructions on how to address the problem! So they did get the video they asked me for 3 weeks ago! Why didn’t I get these instructions then, when I needed them in an emergency and before I had to buy another stroller so I could take it on my flight? This is not the “service” I was expecting when I paid $2000 for their stroller!

Date of experience: Oct 18, 2025