bugaboo.com

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Bugaboo3 hours agoHello Kt,I'm truly sorry to hear about your experience with your order from our website.When an order is marked as delivered by the carrier but the customer informs us it hasn't been received, we must follow a specific protocol to file a claim with the shipping company. Unfortunately, this process can take some time, especially since all tracking numbers from the order must be included in the non-receipt declaration.We informed you of this requirement on June 2nd, but we didn’t receive the completed information until June 9th. The refund was requested on June 10th and processed on June 18th, which falls within the standard timeframe for such transactions.I completely understand that this explanation doesn’t lessen the frustration of ordering a Bugaboo pushchair and not receiving it due to carrier issues. Please accept our sincere apologies for the inconvenience caused.Best wishes,Bugaboo Team.Over 20 emails were exchanged and at least 10 phone calls made. I submitted the required forms multiple times and received, at most, one reply per day—often asking the same questions repeatedly, such as “Have you checked around the property?” or “Have you spoken with a neighbour?” This went on for over a week after the supposed delivery of eleven boxes.I clearly explained the urgency of the situation multiple times. In the end, due to the lack of a timely resolution or replacement, I was forced to spend over £2,000 on a new travel system because Bugaboo failed to deliver what I paid for when it was needed.

Date of experience: May 28, 2025