bugaboo.com

Extremely Frustrating Returns Experience – Poor Customer Service

I purchased a pram from this company and initially had high hopes, especially with the advertised 100-day trial. Unfortunately, the product just didn’t suit our family’s needs. That would’ve been fine, if the returns process wasn’t a complete nightmare.It started when the returns form on their website didn’t work. I then had to try the web chat, which was difficult to access. When I finally got through to an agent (Silvia), the experience only got worse. She told me she’d create the return, but didn’t send the label immediately, she said I’d get it at 5pm that day. Why not send it then and there?Later, I received the email, only to find out she’d sent the wrong labels. I had two parcels to return, but she only sent one label and one customs form. I phoned customer services and was told to just print the same label twice, which didn’t sit right with me.So, I contacted customer services again, this time by email, my third time using a different channel, and was finally told that the previous advice was wrong and I needed to restart the returns process. Now I’ve been sent new labels (from a different courier entirely) and no customs form is needed this time. Completely inconsistent and confusing.The product itself was good quality, but sadly not the right fit for our family. The customer service, however, has been shockingly poor. Miscommunication, conflicting advice, and a stressful returns process have really let the whole experience down. I’ve lost all confidence in their customer support and wouldn’t buy from them again.

Date of experience: Jun 24, 2025