Review Time
Really disappointed with the customer service. I messaged on WhatsApp regarding where I can purchase a replacement pump shield as mine melted in the microwave. Replacement shields are sold out everywhere in the UK, but the person I was speaking to on WhatsApp was clearly not actually reading my messages or responding to my query but just following a script about the warranty. I wasn’t trying to claim anything, I just wanted to better understand the inventory situation. I was sent multiple lists of retailers, some of which no longer exist and the others don’t have the product. I asked for my query to be escalated to the UK customer care team to no avail. Extremely disappointing service. It seems like I’m going to need to buy a whole new pump and I certainly won’t be buying an Elvie.
It was easy to connect with an agent and get my problem resolved over WhatsApp. They keep the chat open for longer as well, so you don't lose your conversation after a few minutes, like many other customer service chat functions.
Do not buy from the elvie store. Buy from Amazon. The return process is horrible. An unopened unit that is deceptively advertised does not mention that the milk and breast are constantly bombarded with infrared, and unable to be turned off is not clearly mentioned in the add. Amazon would have taken an unopened unit back instantly. I have called them two times and sent multiple emails. Now I have to wait 2 more days just to talk to a supervisor. They want me to pay shipping. their customer service should exceed or at least match Amazon. A supervisor should be on the phone immediately not 2 days later. I would never do business directly with this company again. It might be different if I was returning it under different means, opened or unwanted, but this is unopened and returned under a deceptive description. I want my money back now.
I appreciate the prompt responses I consistently received. Customer service was courteous and kind. While we couldn’t actually resolve the leaking issues I was experiencing, they were able to replace most of my Elvie Stride 2 parts. I will add, however, that it’s taking way too long to make these replacement parts available for purchase. It’s more efficient to be able to alternate pump parts for each pumping session instead of having to wait for each part of air dry or towel dry (which is less sanitary).
Fantastic service! Contacted Elvie to raise an issue with the hub (I'd purchased 6 months ago) of my pump and within 2 days, I had received a replacement. The customer service advisor was extremely friendly and helpful - absolutely fantastic service!
Breast pump developed a leak and started making loud squeaking noise after 2 months of use. Advised I needed to buy replacement parts as they were out of warranty, but no parts available to buy even from the manufacturer. Customer service is also AI making it really difficult to get a proper resolution when an issue occurs.
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We're Elvie. We create smart products, new solutions, and a fair few taboo-busting conversations while we’re at it. We develop extraordinary innovations designed to improve women’s lives.
Elvie is one of the original FemTech companies. Founded by Tania Boler, an internationally recognized women’s health expert, we've spent over 10 years developing cutting-edge tech and breaking societal taboos in order to level up women's lives.See more
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