phil&teds Reviews 11

Ordered a Voyager, Carrycot and a bunch of accessories at the beginning of July for my October baby, spending about $1000. We got a first delivery very fast with the stroller, but some accessories and the carrycot were missing. Reached out to the customer service and while they responded fast they were sort of dismissive until they were finally able to confirm that there was a second shipment, but they couldn't give us a tracking number as apparently all items had been shipped with the same number. Very strange considering they confirmed that the items were coming from different warehouses.
We then received the second shipment, but still 3 pieces were missing (the carry cot cover, the infant insert for the stroller, which should have been included in the stroller as advertised on the website and a cooler bag, which was a promotion during the time we ordered). We reached out again to customer service and ran into several issues:
- They didn't want to believe us that the infant insert was not included in the stroller package; we had been searching high and low for it
- They kept telling us that the cover for the carrycot was out-of-stock and we would get one as soon as it was available. I'm due in 2 weeks and probably won't be needing it anymore by the time it arrives if these are the timelines. Also, we ordered in July, it's October now...
- We had to prove to them that they were actually running a promotion where one would receive a free cooler bag, as they could not find any records on their end about it. Mind you, it's advertised on their social media and the post is up to this day.

We tried to settle with them, even requesting a refund ONLY for the carrycot cover ($30) and just forgetting about the infant insert (as we may never use it) and the cooler bag (as it was a free goodie), but they keep insisting that's not an option.

The stroller itself seems nicely made, I like the looks and it has a very tall handle which is great for my very tall husband, but for your own sake stay away from them because the moment you need any help or support things will go sideways.

I purchased the Phil and teds sport with the double kit. This was to use with a newborn and two year old. It was not fit for purpose. The second seat sits under the main seat and has no room whatsoever. Baby legs was being marked by the top seat. Company is well aware of the problem as they have a video to help resolve it. Which of course does not as it states to tighten the straps of the main seat. The pram is also very heavy and very bulky to fold. Seat needs removing and hardly reduces in size. Also the older child can not recline as it falls into the face area of the bottom seat. Company does not accept returns and is no help whatsoever. I ended up having to purchase a buggy board which defeated the object of buying a double pram. I can not believe the company has stuck with this design as its ridiculous. Definitely avoid it's not worth it.

I’ve been really disappointed in the Voyager buggy. It arrived opened and with parts missing initially. Feels very cheap but I thought that might be best for lightweight. Within a couple of uses the strap snapped and I did receive a replacement seat quickly. Then the wheels just stopped turning. It’s very cumbersome, the seats don’t fit together very well even after forking out for accessories to heighten etc.
Was very excited initially to have a buggy I could run with but there’s just no way with awful suspension and steering that I could even attempt it. :(

This was the last I heard from the owner of Mountain Buggy almost a month ago. I've been fighting UK Baby Centre (supplier) and Mountain Buggy since Sep 2023:

"Lemme review and get back to you. I only say this in case you feel I'm tardy. You've elevated, and have my attention so please let me review and help out. I'm sorry for your UK Baby Centre experience. I think they'll be concerned, but that's something for me to manage or course."

The owner seems to be in cahoots with his employees in providing shockingly bad customer service.

Their supplier who I bought the buggy from do not understand the difference between their terms and consumers Statutory Rights, the manager consistency says, "The collection for inspection and repair is all we can offer." The Consumer Rights Act says. 'After 30 days of ownership, you're entitled to a refund, full or partial, over repair or replacement, especially if it causes significant inconvenience.'

This is a summary of how terrible the Mountain Buggy is for the premium price and I've only used it for 1.3 years:

1. Marketed as "the ultimate premium jogger" but falls short in durability and functionality.
2. Rusting wheel bearings despite routine lubrication highlight poor material quality.
3. Tyres and inner tubes frequently puncture, not living up to expectations for durability.
4. The safety bar becomes stiff due to exposure to outdoor conditions, indicating inadequate weatherproofing.
5. The 360 swivel front wheel mechanism seizes, compromising the buggy's manoeuvrability.
6. Material on the rain cover catch snapped, questioning the product's overall resilience.
7. UV bleaching of the black hood material shows poor resistance to sun exposure.
8. Staining from aluminium and metal parts on the car boot suggests material issues.
9. The brake system's ineffectiveness and noise level render it almost unusable.
10. Misalignment of a rear wheel due to a failing plastic wheel shaft presents a safety risk.
11. Frequent tightening required for frame screws indicates subpar construction quality.
12. New problem recently, the front suspension is beginning to rust from the inside.

Attempts to address these issues with their supplier and Mountain Buggy itself have been met with an appalling lack of response, showcasing a disregard for customer service and consumer rights:

These issues are not just minor inconveniences or "wear and tear" as UK Baby Centre suggests, but are indicative of a product that is neither of satisfactory quality nor fit for purpose as described, thus violating the Consumer Rights Act 2015 (Sections 9, 10, 11) and the Sale of Goods Act.

Additionally, the discrepancies between the product's performance and its marketing suggest a breach of the CAP Code (specifically Sections 3 on misleading advertising, 3.11 on quality exaggeration, and 3.3 on omission of material information).

This brand came highly recommended to me by a family member. This is my first baby, due in June, so I decided to invest in the travel system despite my tight budget. I received a blunt email to inform me the car seat was out of stock, even though it's still in stock on the website - no alternatives or help offered. I decided to cancel the order as the car seat is important! I'm still waiting on the confirmation of this cancellation and my refund of 1117.19euro. I'm very disappointed with the customer service and lack of response. I wish I had done my own research before I decided to make a big important purchase like this. I do not recommend buying from this company.

This company is such a scam, PLEASE DO NOT ORDER from it, such a terrible customer service and policy. They trapped you with an option “change your mind” in the return form while they are not accepting that specific reason. I have tried to reach them so many times but such a slow slow response as well as irresponsible. Please beware of this company, pay couple more $$ for a better products and better customer service!!!

Unfortunately the folding mechanism of the Go stroller bought in the Canadian website broke after 3 months. When I contacted the warranty team, they answered that I was probably doing it wrong except I haven’t had a problem closing it since I purchased it. It’s been a week, I’m stuck travelling with a 5 month old and the warranty department is throwing ideas of what could be wrong when I sent them a video where it’s obvious the mechanism doesn’t work.
Also, the stroller won’t stay together when folded, the handle and the canopy part become loose when carrying it folded which makes it uncomfortable and awkward to carry with one hand and a baby or bag on the other (getting in and out of planes, car trunk).
I also recommend reading the warranty policy as they intend for you to send them the stroller (if you can’t fix it yourself with their help) at your own cost. It is something worth knowing before hand. And buy at your own risk given their return policy as well.
They also won’t publish 1 star reviews on their product (I tried reviewing twice) so the ratings are completely biased.
I wouldn’t recommend this brand to anybody after this experience.

DO NOT ORDER.
This shop does not allow returns & refunds at all. Yes they state in their return policy that they 'may not accept' returns, but it is highly unlikely - practically unheard of - that online retailers do not allow return of pristine condition unused items. I ordered a Unirider and it did not work for my son at all; it's a flimsy gimmick. No return option even for store credit. AVOID LIKE PLAGUE.

I wish I'd read the other reviews before buying. They have non existent customer service and terrible returns service. I received an item (the cocoon) that was not as described in terms of size and fit with the pushchair, but I'm going to lose half of the value of it when I return it. They can't give me a reason why this is fair. I do, however, like their lightweight pushchair 'Go'.

I have been hugely disappointed by both the quality of the products and the customer service from Phil & Ted's.

We ordered a high chair, which we were pleased arrived very quickly. However, it was faulty - one of the legs didn't screw in and the part that connects the tray to the chair didn't clip into place - so we couldn't use it. Not great for a product which cost £180.

We contacted them straight away via their web form. When we hadn't heard anything a week later we tried email and social media. Annoyingly, they don't have a phone number. By the time we finally heard back we had already given up & bought a different high chair as we really wanted to start weaning, so we filled in a returns form. Ignoring this, they sent us the replacement parts. Their policy is that if the product is faulty then they will fix it, rather than automatically allowing you to return it. Whether it is faulty is at their discretion. You have to ship the product to Holland before you find out whether they agree with you. Given the issues we'd had getting any response from them we didn't feel confident we'd ever see our money again if we sent it back so we decided to keep it.

These days I don't read a returns policy before I buy something because it's so unusual to have these kind of issues. I'd highly recommend reading the Phil & Ted's returns policy very carefully before you buy as if you simply change your mind you have to (a) get the product back to Holland at your own expense within 14 days - this assumes you actually get a response from them in time, as it took 3.5 weeks for us to get a response to our returns query, and (b) they will grade the condition of the product and only give you a percentage of your money back based on this, so eg. if it's missing internal packaging, yes bits of plastic, you don't get all your money back. Outrageous. How are you to know when you take it out that the quality of the product is crap & you might want to send it back?

Purchased a spare part online. They charged the credit card, issued a non existing tracking number, and then disappeared. No number you can call, no support, no news about any delivery, nothing.
Just an email address that gives an automated message and nothing else.