Bugaboo Reviews 2,567

All was perfect

We bought a Bugaboo Dragonfly because we live on the second floor of an apartment building, and we were initially very pleased. After a few months the folding mechanism broke, which is annoying, but what made us furious is that Bugaboo did everything it could not to repair it. Terrible and very disappointing.

Update: Bugaboo, your reply below sending me instructions on how to fold the stoller is insulting. We folded it perfectly multiple times every day for months. The stoller is broken. It is stuck open. All we are asking is that you fix it. Why are you continually avoiding doing this? So disappointing and frustrating.

Nice pice of engineering. Easy to turn and good on any terrain (checked on local country park). Good materials used and very compact on folding. Only weak point I noticed is, it’s not as smooth on opening as one should expect. A bit hard to open. Otherwise good value for money.

I love the breezy hoods,
They arrived within a few days of ordering

Been using my Bugaboo Donkey 5 for my twins for a few weeks now. It's an absolutely gorgeous buggy - very well built, manouvres well, extremely flexible. The twins love it, and the big wheels give them a very smooth and safe journey.

It's big in twin mode, but it fits into most shops and we haven't had significant problems getting around. It doesn't fit through our front house door in full twin mode unfortunately, but it's so easy to lift the twins out in the chairs, switch it into single mode and wheel it in, so it's not such a chore.

I only have one complaint, and that's with the handles on the chairs - they fit across the chairs and can be used to lift the chairs out of the buggy. They don't click in so easily, you have to really push them in, and it's quite easy to have one side unsecured without noticing, so you pick up the chair and the handle comes off. I hope they can make it easier to click these in in future versions.

But that's a minor complaint in an otherwise fantastic product. Thoroughly recommended.

Excellent customer service, ridiculous refund times

Great Items, Great website - Always a trusted brand

Really disappointing experience.

I have spent the best part of £1600 on a Fox 5 Noir Edition. I bought the brand Bugaboo due to their great reputation.

When my baby was 4 months old, the pram broke. Not to worry, I told my husband. Bugaboo has great customer service, the pram is covered by warranty so I will submit a claim and Bugaboo will replace the part.

I submitted the claim and waited to hear back. Bearing in mind I was without a pram, I chased after two weeks and I was told that Bugaboo said the warranty was not valid?! We only put the pram in the boot of the car, then the plastic sheared off. Nobody even let us know, I had the chase to find out this information.

I would never recommend Bugaboo, it has turned out to be a very expensive mistake. Especially, with all the accessories we can no longer use.

Very disappointed customer.

Victoria Hughes nee Williams.

I purchased a pram from this company and initially had high hopes, especially with the advertised 100-day trial. Unfortunately, the product just didn’t suit our family’s needs. That would’ve been fine, if the returns process wasn’t a complete nightmare.

It started when the returns form on their website didn’t work. I then had to try the web chat, which was difficult to access. When I finally got through to an agent (Silvia), the experience only got worse. She told me she’d create the return, but didn’t send the label immediately, she said I’d get it at 5pm that day. Why not send it then and there?

Later, I received the email, only to find out she’d sent the wrong labels. I had two parcels to return, but she only sent one label and one customs form. I phoned customer services and was told to just print the same label twice, which didn’t sit right with me.

So, I contacted customer services again, this time by email, my third time using a different channel, and was finally told that the previous advice was wrong and I needed to restart the returns process. Now I’ve been sent new labels (from a different courier entirely) and no customs form is needed this time. Completely inconsistent and confusing.

The product itself was good quality, but sadly not the right fit for our family. The customer service, however, has been shockingly poor. Miscommunication, conflicting advice, and a stressful returns process have really let the whole experience down. I’ve lost all confidence in their customer support and wouldn’t buy from them again.

Delivery was really fast. Bag has lots of room for essentials without being too big and bulky. Very happy with my purchase and and order experience.

Bugaboo

3 hours ago

Hello Kt,
I'm truly sorry to hear about your experience with your order from our website.

When an order is marked as delivered by the carrier but the customer informs us it hasn't been received, we must follow a specific protocol to file a claim with the shipping company. Unfortunately, this process can take some time, especially since all tracking numbers from the order must be included in the non-receipt declaration.

We informed you of this requirement on June 2nd, but we didn’t receive the completed information until June 9th. The refund was requested on June 10th and processed on June 18th, which falls within the standard timeframe for such transactions.

I completely understand that this explanation doesn’t lessen the frustration of ordering a Bugaboo pushchair and not receiving it due to carrier issues. Please accept our sincere apologies for the inconvenience caused.

Best wishes,
Bugaboo Team.

Over 20 emails were exchanged and at least 10 phone calls made. I submitted the required forms multiple times and received, at most, one reply per day—often asking the same questions repeatedly, such as “Have you checked around the property?” or “Have you spoken with a neighbour?” This went on for over a week after the supposed delivery of eleven boxes.

I clearly explained the urgency of the situation multiple times. In the end, due to the lack of a timely resolution or replacement, I was forced to spend over £2,000 on a new travel system because Bugaboo failed to deliver what I paid for when it was needed.

Bugaboo support team assured me the Butterfly stroller reclines to 113 degrees. We were looking for a more upright recline, since our kid likes to sit straight. The stroller delivered sits at 125 degrees, identical to my old model, so my child still slouches. The retailer we bought it from never listed the incline spec, and they refuse to accept a return, citing that the description on their website is correct. I followed up with Bugaboo about the misleading info they provided — complete silence in response to my follow ups. I am now stuck with an expensive stroller that fails its sole promised advantage. Misleading product info, nonexistent after‑sales support, and zero accountability. Skip Bugaboo if you value accurate advice and basic customer care.

This is our third Bugaboo pushchair (we’ve had the Fox 2, Donkey 3 and now the Butterfly) and our first go to when buying a new one. They are sturdy and easy to use, comfortable for the little person sitting in it and for the person pushing, have great storage baskets and are stylish.

Perfect costumer service! Solved my problem very quick, thanks

UPDATE - They never contacted me or replied to any of my 3 emails sent to them

I’ve always heard great things about Bugaboo, which is why I chose to invest in one of their strollers. Unfortunately, my experience has been deeply disappointing.

While my child was in the stroller, the under bar broke—an alarming issue both in terms of product quality and safety. The stroller is still under warranty, but instead of replacing the broken part, I was told Bugaboo would not cover it. Instead, I was offered 10% off a brand new stroller, which I find unacceptable.

This response not only ignores the warranty but also suggests I should throw away an otherwise functional product due to a single faulty part. It's wasteful, unaffordable, and frankly, not what I expected from a premium brand.

I had hoped for a brand that stood behind its products and prioritized safety and sustainability. Sadly, this experience has shown otherwise.

I returned a stroller with adapters and rain cover. They sent me an confirming there received all 3 items and that they would inspect them.

3 weeks later and nothing happened so I email their support and they said they only received one item. They haven't bothered to open the package to find the other two items. They haven't emailed me or call me. Nothing.

Gross incompetence.

Pram arrived dirty and boxes were damaged. After several photos as proof and several more as more proof time was going on so I needed to start building the pram. Then customer service emailed saying they would send out replacement parts which I didn’t need now as I had built it up. I then got an email saying they would offer me a free bugaboo item from a list of things for all the inconvenience. Next day that was followed by another email saying they wouldn’t offer me any free bugaboo item because they had sent out a replacement part which I had already told them I didn’t need anymore. I have never seen such an incompetent company dealing with something pretty simple. Would avoid if this is how they treat customers.

The item I ordered was not compatible with my Bugaboo (despite saying that it would be). Chat support is painfully slow and taking at least two days to reply to each message so it is still not resolved. Not a great experience despite my love of and loyalty to the brand.

Used for flight travel very useful and convenient to carry while travelling with kids.

Quickish delivery. I did question if my Butterfly was a refurb as it arrived with scrapes on the front. They told me it was not and sent me a lovely organiser as compensation.
I had also bought the cup holder. What an absolute waste of money!! Falls off when folding the Butterfly. Falls off when it hits off the smallest thing ie my 2 year old walking past it. Really useless and so disappointing. It’s as wonky as the pram itself. I feel like I’m constantly holding it up more on one side and it’s as if the alignment is off. Really really wish I’d of sent this back 1 due to the marks and 2 as the new model came out the next day.
I don’t think I’d buy a Bugaboo again to be honest. Beautiful products but I do feel there has to be better out there as from walking down 1 street I feel like I’ve done my arm and shoulder in from pushing the Butterfly. Customer service was great about the marks but more fool me, I should have returned. I definitely think I was sent a refurb with a crap cup holder