medela.com

Deplorable company

The most shocking customer service I have ever experienced in all my years. I actually had to throw the book at them for MONTHS, go to Fair Trading and have so many unpleasant, time consuming rants with different reps before they finally reluctantly sent me a PART of the partial refund I was asking for (I was asking for a refund just on the faulty motor, not the parts or accessories - to put it into perspective, I was asking for 59% back on the price I paid). Oh, and did I mention they left me hanging with a broken pump for 2+ months for a ‘solution’, which was an ‘offer’ for me to buy a new motor for $xxx (no I’m not kidding), and then had the audacity to ask me why I went ahead and bought a new motor from a different company in the meantime… ummmmmm maybe because I’m exclusively pumping milk for my baby and I can’t just stop for months, feed her formula and then still have breast milk to pump when you finally decide to offer me a ‘solution’ for a fee over two months later?? I’m wondering how this simple biological fact was overlooked by the company that proudly boasts “science of care”. The pump itself (new freestyle model) is far too expensive to become faulty a couple months into use. When it was working, it wasn’t even anything worth writing home about… the cycle speeds go down as the suction goes up - *eye roll*. Any generic pump can do that, where’s the quality that we’re paying the big, innovative, market leading name brand for? Also super loud and vibrates like crazy, needs to be put onto a piece of cloth so it doesn’t vibrate itself off the table. Did I mention the screen randomly freezes sometimes and you just have to switch it off and on again - and that’s not just with my faulty unit, there are entire forum threads dedicated to discussing this defect. So many better options out there at a much better price point with more customisable settings and real customer support. Medela isn’t even trying anymore.

Date of experience: Mar 27, 2026