elvie.com

Faulty product, Non-Existent support

I received a new Elvie double pump as a gift during my first pregnancy. After a miscarriage and a second healthy delivery, I was able to use the pump two years after it was initially gifted. I LOVED my pump at first and used it exclusively. After 3 months of usage however, one of the pumps would not turn on. There were no lights. Not responding to various charging cables and methods. I reached out to customer service and found the experience frustrating. They sent me the troubleshooting steps which I had done, and then asked for a reciept to send a replacement pump. Because the initial gift was received two years ago, I don't have a gift reciept for it, and neither did the gift giver. I did not want a replacement pump, I was just looking for assistance on getting my pump fixed. The rep informed me that "They follow strict policies" and "they don't have a repair department" and that my only options are to find a reciept or buy a new pump. Obviously I would not be buying a new product when I now have such a negative few of the current one, so the suggestion is entirely off-base. Given that the unit costs $500+, I would have anticipated better solutions than "Turn it on and off again" and sending new part. I would have anticipated an RMA department, or local partnerships for repair support if the company is unable to stand up a whole department. I would also expect better recordkeeping/tracking of units to be able to trace back purchases. One thing that was good is that it felt like there was a real human chatting on the other end rather than canned copy/paste or AI responses. When the product works, its great. When it doesn't, it doesn't and there isn't much recourse. I will not be using Elvie products again.

Date of experience: Jun 10, 2025