Review Time
I reached out to the customer service as I was looking for a missing part for my pushchair. Even though the recommended replacement item didn’t work for my pram in particular, the customer service & product team went above and beyond to find a solution. Couldn’t have had a better experience to be honest.
Very pleasant and easy company to deal with. I know Bugaboo products may be more expensive than the competition, but your not only paying for the product, your paying for the customer service.If your unfortunate enough to have an issue with a product, where other companies have you jumping through all these hoops and doing the hokie pokie. Bugaboo will get back to you in a timely manner and get the issue sorted as quickly as possible.
I had an issue with my bugaboo fox 5 just after using it for less than 2 months, and the customer service didnt hesitate, and sent me a replacement stroller. (New). Although the comunication took a while, everything went smoothly. Good customer service!
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!
Horrible customer service! It’s been weeks since our stroller is broken and they still didn’t fix it! They are very unhelpful and keep asking for videos of what’s not working and saying that we don’t fold the stroller correctly. We are at our 5th video now. The folding mechanism is broken - which we obviously used correctly for the last 9 months cause it was working. And we can’t fold it correctly now BECAUSE ITS BROKEN. For such a high price it’s definitely not worth it. You’d be better off with a cheaper stroller. Parasol also broke after only a month. What a terrible experience with such an expensive and important equipment! Bought in GermanyUPDATE - Bugaboo keeps replying to us that we are not folding the stroller correctly eg cause the wheels are going off the ground in our video. Wheels are going off the ground BECAUSE the folding mechanism doesn't get triggered. Uploaded the video to Youtube so everyone can see - 'Bugaboo Dragonfly Doesn't Fold'UPDATE 2 - after a few weeks and multiple reviews online, Bugaboo sent us a new frame
We bought a Bugaboo Dragonfly because we live on the second floor of an apartment building, and we were initially very pleased. After a few months the folding mechanism broke, which is annoying, but what made us furious is that Bugaboo did everything it could not to repair it. Terrible and very disappointing. Update: Bugaboo, your reply below sending me instructions on how to fold the stoller is insulting. We folded it perfectly multiple times every day for months. The stoller is broken. It is stuck open. All we are asking is that you fix it. Why are you continually avoiding doing this? So disappointing and frustrating.
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Bugaboo International BV is a Dutch design company that manufactures mobility products such as pushchairs and car seats for infants and toddlers. Bugaboo believes that families don't have to go all that far to discover a world of something new. We design extraordinary products and parenting solutions that make spending time together with your child exciting, memorable, and, most importantly, fun, no matter where you go.See more
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