silvercross.com.au Reviews 19

We are now more than three months on from Silver Cross agreeing to refund us approximately $2,000 for a faulty pram, and despite returning the goods over a month ago, we still have not received a single cent.

The most shocking part is that Silver Cross already acknowledged the issue and agreed to the refund. This is not a dispute about whether we are entitled to a refund. Silver Cross agreed we were.

The timeline speaks for itself:

• We purchased a Silver Cross pram which was faulty.
• Silver Cross supplied a replacement pram.
• The replacement pram was also faulty.
• On 23 February 2026, Silver Cross agreed to provide a full refund.
• We spent months chasing responses through emails and Facebook Messenger.
• We repeatedly provided information that had already been supplied.
• On 23 April 2026, after significant delays and difficulties arranging collection, we returned the pram and associated items exactly as requested.
• Silver Cross received the returned goods.
• We no longer have the pram.
• Silver Cross STILL has OUR money.

Silver Cross has had the returned pram since 23 April 2026. We do not have the product. We do not have the refund. We are out approximately $2,000 and have spent months chasing a company that rarely responds. They have no working contact number.

At one point we were told the refund had “bounced”. We immediately checked the bank details and confirmed they were correct. Alternative bank details were then provided. Still no refund.

We have emailed from multiple email addresses.
We have replied to previous email chains and started new ones.
We have followed up repeatedly.
We have sent Facebook and Instagram messages and have been left on read.
We have tried to find a phone number without success.
We have responded to every request.
We have returned the goods.

Yet somehow Silver Cross still cannot process a refund they agreed to MONTHS ago.

The lack of communication has been disgraceful. The lack of accountability has been worse.

As parents, we were left with faulty products, forced to purchase a replacement pram elsewhere, and are now left chasing approximately $2,000 that Silver Cross has been holding for months despite having their products returned.

At this point it feels as though Silver Cross is perfectly happy to keep both the returned goods and our money while customers are left endlessly following up with little or no response.

We are now escalating this matter and pursuing options to recover the money owed to us.

If you are considering purchasing from Silver Cross, ask yourself one question:

If something goes wrong, are you prepared to spend months chasing your own money after the company has already agreed to refund you?

Based on our experience, I would strongly recommend looking elsewhere.

I am extremely disappointed with the Silver Cross 4-in-1 High Chair, which was received as a gift. The product is just over one year old and has only been used and cleaned strictly in accordance with the manufacturer’s instructions. Despite this, the condition of the high chair is completely unacceptable and raises serious safety concerns.

The high chair has splitting legs, visible mould throughout, broken push-in buttons where the seat attaches, and a peeling seat covering. Overall, the chair is structurally compromised and deteriorating, making it unsafe and unsuitable for use by a child. This level of deterioration after such limited and appropriate use indicates serious quality and durability issues, not normal wear and tear.

Both myself and the purchaser have made multiple attempts to contact Silver Cross to resolve this matter. Unfortunately, no response has been received, and there appears to be no publicly available phone number to contact the company directly. The absence of customer support from a company producing infant products is extremely concerning.

Given the age of the product, its proper use and care, and its current unsafe condition, I am formally requesting a full refund. This product does not meet reasonable consumer expectations, particularly for a brand that promotes itself as premium.

I am extremely upset and disappointed with both the quality of this product and Silver Cross’s failure to address this issue. I would not recommend the Silver Cross 4-in-1 High Chair or Silver Cross products to other parents and carers.

AVOID BUYING IF PRODUCT NOT READY TO PICKUP... the story is that they take your money and order from england ..shipment will be 3-4 late and by this time they disconnect the land line in australia and they have hello-at-silvercorss.xxxx as email that they will never intend to use ..
4 weeks late now ..baby about to come..they never refund and we have to spend more money to buy from some1 else..biggest disappointment ever..and not confident we will get the refund ..
Ill make sure ill visit u in the next expo ..

Purchased an expensive double pram in April as we were expecting our second Bub, with only a 16 month age gap.
Barely used it before the front wheel broke. I reached out and was advised it would be replaced under warranty and they asked for my address. It’s been months. No wheel replacement received, have sent multiple follow up emails that no one even bothers to reply to.
My second bub has now been here for a month and I have no way of leaving the house with my 2 babes after having a c section as I can’t carry my young toddler and no pram to put her in.
Worst service I’ve ever received, incredibly disappointed after such an expensive purchase.

Still can’t get a result from silver cross customer service. I have been trying to get assistance now for 3 weeks in regards to not being able to adjust straps.
Warning by to others, do not purchase from this company, they are so unhelpful

Absolute scammers! Silver Cross sells items on their website as in stock when in fact they have no stock and they fail to disclose it. After following up why the shipping was taking so long I was told that nothing was shipped and it was just a broken tracking number they sent because the items are on back order. They are now trying to say they were on back order at the time of purchase when they clearly were sold as in stock. They refuse to cancel my order despite having no stock and nothing has been dispatched. The worst customer service! Will never purchase anything from Silver Cross again!

The reply from Silver Cross is a blatant lie. Silver Cross UK are fully aware of the Australian/NZ issues and have been directing the local owner to contact me via email. They're not sorry and blatantly dishonest. SAVE YOURSELF GRIEF AND BUY FROM ANOTHER BRAND.

DON'T PURCHASE A SILVER CROSS PRAM - YOU WILL BE DISAPPOINTED.

I feel really sorry for new parents purchasing from Silver Cross - your special time will be destroyed by problems, no customer service and then you will have to take further action with Consumer Affairs and VCAT.

I am absolutely shocked at the level of dishonesty. Silver Cross advised Consumer Affairs that I had received my missing items left out of my pack and a gift for inconvenience. As I still don't have all of the items and no gift - I'm wondering how on earth anyone in their right mind could make that statement - it's wilful lying.

I did receive 2 of 3 parts - however 1 part was for a different model and doesn't fit well. I am now proceeding to VCAT (Victorian Civil and Administrative Tribunal) to have this sorted out.

If you want to avoid problems - BUY A DIFFERENT BRAND. You will be much happier and enjoy your new baby without the stress of dealing with Silver Cross. You will also receive no support from Silver Cross UK - which is unacceptable.

We bought a pioneer silver cross which is beautiful. Within a year there was a fault within the frame which meant it would not close. The lady I first emailed was amazing and she said she had contacted the repairs team and they wanted me information, I sent photographs etc and she said a new frame would get sent out. That was the 3rd March!! I received O rings which I contacted them about, they apologised and said a frame would get sent out. We are on the 28th March no one is replying to any of my emails and I’m stuck not being able to use a pram as it won’t close so I can not get it in my car. Silver cross is known for being such a good brand and I’m so disappointed for the amount of money you pay for a pram, that this has happened, and more so that customer service/warehouse have not followed up and sent me a new Pram frame out.

Now we’re a couple of weeks on and still no reply. They are now ignoring all my emails.

PLEASE PLEASE PLEASE STAY AWAY!!!!!!

We purchased our pram in September and yet to receive our baby capsule!

We have sent email after email and noting back!!

We are taking Legal Action!

If there was no stars - that would be my rating. I purchased my pram and capsule on 15 September last year and still waiting for capsule. Today is 8th February.... Baby is due in 6 weeks. No remorse, no phone call to at least apologise and offer refund, nothing. Thinking of bringing this matter to court.... too much for expecting parents to deal with....

If you’re anywhere outside of the UK then DO NOT BUY!!! Absolutely terrible customer service. So incredibly disappointed, will definitely be shopping other brands next time.

Order was placed at the start of July but we still haven’t received the pram while the baby is growing fast. We have no idea how to be in touch with the Silver Cross Team. No one has ever answered our call or email. How to solve this and know the status of our order?

Sliver cross will NOT reply back to me emails or answer calls. They have told me my pram has arrived at there warehouse two weeks ago. I have had my baby which I have told them and still NO reply and im pramless. Disgusting customer service.

Ordered an expensive product on the 1st of July. Still has not arrived, plus unable to track! Have left several voice messages and sent numerous emails. Baby shower been and gone with no gift to give! Appalling customer service, well non exisiting customer service. I’ve never experienced anything like this with an online purchase. Would NOT recommend this company and now need to work out whether to cancel my order due to no communication and not receiving purchased item.
Disappointed is an understatement!

Purchased a pram on the 23/06/23 and still haven’t received product (or a refund) even after multiple times of being told the order will be fix up and dispatched immediately.

Benefit of the doubt was given at first as their websites shipping policy states up to 12 business days for orders to be dispatched. On the fourteenth business day since purchasing and no update from the company I emailed to find out what has happened with this order.

First was told on the 13/07/23 “There was a technical error, and your order did not carry across to your warehouse system. We have fixed this and your order will be dispatched from our warehouse next week.” The order was not shipped the following week.

I emailed the company again on 18/07/23 to which I received no reply and then followed up again on the 20/07/23 which I got told “Your order has been packed and will be dispatched from our warehouse by tomorrow.” The order wasn’t dispatched the following day as advised.

I followed up yet again on the 21/07/23 and was giving a different story of “Our warehouse has been short-staffed and is working through a backlog of orders. It will go out next week on Monday and you will be emailed the tracking link.” However Monday came and went and still no product has been dispatched and follow up emails from Monday 24/07/23 have gone unanswered.

If the product is not in stock that’s fine, refund the money and I will go purchase elsewhere. Also if the backlog and lack of staff is that bad that it’s taking more than a month to ship items then then that needs to be very clearly stated on the website/before check out.

If I had known it would have been this hard to purchase from Silver Cross I would have never have bothered to begin with.

At this point I am out of pocket for the cost of an item that customer service, or lack there of, seem to have no urgency in getting shipped or even refunding.

I’ve had products shipped from overseas with less issue than this. Save your money and avoid at all cost.

I purchased the Reef Neptune at the baby expo in Canberra, Nov 2022.

Initially the pram was good, it is very light weight, easy to fold and takes a small footprint when folded. However I did notice from the get go that is isn’t ideal for anything beyond a shopping centre. It is terrible on a footpath with even the slightest bumps, it is very difficult to get up and down gutters as it doesn’t lever well.

About 3 months in to using it I noticed the left main join to collapse as the pram was in use, this problem progressively got worse. I lodged a warranty claim and this is when the true silver cross appeared.

The customer service has been atrocious. It has been 3.5 weeks of attempting to have the warranty claim even acknowledged. I have submitted 3 warranty claims, and send countless emails, and I continue to just be told to fill out a claim.

The pram is sold as a high end product. I would rate it as an average product which is severely let down by non existent customer service.

Customer service experience has been awful.

I made a purchase on 11th of January which took almost a month to dispatch despite their shipping policy staying 10 working days. They made no contact to inform me of the delay until I emailed them, after initially doubting I had even made the order, their response took three days and their customer service phone number is just an recorded message stating the number is unmanned. They apologise for the delay and say they have been short staffed. That’s fine.

I finally asked to cancel the order in February but they shipped it the next day. I returned the item at my expense ($50+) which they received by 14th of February and made no contact about my refund.

On the 28th of February they respond to my emails from 22nd Feb and 27th Feb apologising for the delay and ask me to provide them the tracking number and state they have “issued” a refund.

Fast forward to March 19th and no refund. Another email sent. Response on 21st apologising for delay. By 25th of March I have a refund for the item.

Problem is their cancellation policy states they will refund shipping too. I send an email and receive a response on the 27th March stating:
“ We apologise for the confusion, our return policy is here: (website)/pages/returns-policy

We have seen that the information under the cancellation tab on the same page contradicts this information, and our web team are working on removing this.

This has been sent to our team for internal review and resolution. As their reply time is typically 1-3 days, as soon as we receive an update, we will follow up with you right away.

We apologise for any inconvenience this has caused you.”

There’s no confusion on my part they have a stated policy.

I don’t receive a response so follow up on 7th of April. They send me a reply on the 11th of April informing me they have issued a refund for the shipping.

I don’t receive a refund so I send them yet another email on the 11th of May asking someone to look at this which they responded to on the 17th May apologising again and informing me my email has been forwarded onto the relevant parties.

It’s now 22nd of May and I’m yet to receive a full refund. My son is almost two months old and this ordeal started three months before he was born.

If I hadn’t been diligent enough to follow this up, easy to forget when you’ve got a child or one on the way, I would have been out of pocket for the cost of an item, shipping to me, and return shipping, with nothing to show for it.

I purchased the pram in March 2021, and started using it in July 2021 (a week after I had my baby). The wheels and the frame started making a squeaky noise after only a few weeks and it was getting very difficult to move the pram around. On top of everything the colour on the handle started wearing off looking very old and cheap, while this is one of the most expansive prams in Australia. The handle is getting worse and looks terrible.
To make everything a lot worse Silver Cross is suggesting that I send the pram back to Melbourne for a couple of weeks to be inspected and repaired during which time I should borrow a pram from a friend (which is not an option for me as I don't have friends with a spare pram) as they are unable to provide me with a loan pram due to the Covid situation. I fully understand that Covid hasn't made things any easier for the businesses but why are they allowed to sell prams outside of Victoria and deceive their customers.
Silver Cross also suggested I use silicone based lubricant to repair the pram. I ended up doing this for the wheels as it was waking up the baby. but I can't do this for the frame as I don't know what's actually making the noise... so their expectation is that you spend over $2,000 on a pram and then some extra more for the repairs....
Don't waste your money on Silver Cross as they don't actually care about their customers and you will end up spending a lot of money on a pram that will break and look disgusting after only a couple of months with no one caring for you as their customer.