Review Time
I originally contacted Joolz in November regarding issues with the frame of my brand new hub2. After several slow emails and providing pictures and videos, they stated they would send me a new frame once one became available in February. I have now called and emailed numerous times for an update, with absolutely ZERO response. It is impossible to talk to a live person. You are forced to leave a message every time with no call back. Very frustrating when you spend a few hundred dollars on a stroller that is supposed to have a good warranty, only for the warranty to be impossible to use because the company doesn't provide customer service.
I ordered a pram directly from the company and am extremely dissatisfied with the service. The estimated delivery period has come and gone, full payment was processed, yet I have received no updates about whether my order has been shipped or delayed. I’ve reached out to customer support twice without any resolution, and the automated chat feature consistently shows a system error and is entirely unhelpful. To make matters worse, the same pram is available elsewhere at a lower price and with quicker delivery. Had I been aware of the delays and poor communication, I would not have placed my order directly with the company. For a premium brand, this level of inadequate communication and order transparency is unacceptable. My baby arrived early and we still have no pram to take her out in. Time is of the essence.
We are delighted with our stroller and buggy – they not only have a wonderful design, but the quality is exceptional as well. After years of use (with our second child), we had a warranty issue with the buggy, and the 10-year warranty was honored without any hassle. It's truly comforting to rely on customer service. Thank you very much!
We are very pleased with our stroller and buggy – they not only look fantastic, but the quality is superb as well. After several years of use (with our second child), we faced a warranty issue with the buggy, and the 10-year warranty was honored. It's wonderful to be able to trust customer support. Thank you so much!
Lightweight and easy to carry, but it feels like a rip-off in the long run since essential items like a bumper bar are sold separately. I purchased a stroller and bassinet, but the bumper bar for the bassinet doesn't even fit the stroller, requiring an additional purchase. It’s like a premium brand of strollers, making everything incompatible just to charge for extra accessories. Additionally, the wheels tend to get stuck on uneven terrain, and the brake frequently engages. Practical for carrying, but that’s about all it offers.
Very disappointing experience. The entire chassis broke after five months, and they were reluctant to provide a replacement. After multiple attempts to contact customer support, I finally managed to get a replacement chassis. However, three weeks later, it still hasn’t arrived, and I have no confirmation of when it will be shipped. Other brands offer full replacements if a product fails. I would suggest looking at different options.
Our pram has broken, and despite emailing multiple times to discuss the warranty, I haven't received any response. I even tried calling their international number but couldn't get through. This pram is essential for transporting our baby, and I feel completely stuck. I chose this brand for the 10-year warranty, but now I feel deceived as there’s no way to reach them.
I am very disappointed with the customer service from this brand. I first reached out about a manufacturer fault on a bassinet pram, and only weeks later was it confirmed that a replacement would be sent. Their emails consistently took five working days to respond, which is unacceptable for a company of this size. Timely support is crucial for baby products. Although a replacement was eventually agreed upon, the overall experience has been too slow and frustrating. I cannot recommend this brand and will avoid their products in the future. Update: Weeks later, I still haven't heard back or received the replacement. I tried emailing and calling, but to no avail. They seem to prioritize responding to my review over assisting their customers. Embarrassing.
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