Joolz Reviews 1,037

Joolz boasts about their 10 year guarantee and you pay extra for it but their customer service is so BAD I do not recommend it to anyone. We’ve had to wait so long and continuously chase their customer service to get a replacement that we’ve had to buy a new stroller because they were taking so long! Our stroller broke a month ago and it’s still not fixed, and every time I ring them something else has gone wrong with their customer service. I will not buy from them again.

O bought an organizer bag and I returned It due to It was too small.
Still waiting for my money back, several emails were sent to joolz email without any replay from their team.
I am absolutely desapointed with this company thought "proffesional"

200% happy with speed of delivery and the product itself! Such good quality, innovative design and you just immediately feel that this was designed by people who love their tiny and big customers ❤️

Joolz owe me £351.21. According to DPD my return was delivered on 8th October 2025 (23 days ago) but I’ve heard nothing from Joolz. I have emailed them several times, to no response. Their only number is international so it would cost me to call it. The lack of customer service is atrocious - it has taken me 5 weeks to sort this return because of how slow they are at responding to emails. I have only had one email back from them within the whole period (which was the return label). I really regret ordering from them direct - don’t do it.

We are in Australia and New Zealand and there is no option to ship internationally to us. I tried several times to contact the help service and never got any response.

In the end I've had to order via UK, ship to a friend and get them to forward it to us. This is stressful, costly and could be avoided.

I didnt get a response from US Support notifying a change in address. The order has been shipped and still no response. The invoice that got emailed to me, the pdf document is blank, notified them about it, still havent got an updated invoice.
I am excited for the product, but the customer experience is terrible.

Lack of UX - I had issues with payment

A service level agreement of over a full week for fulfillment in Europe is a catastrophe for the pricing level that joolz products are at. Temu ships faster from northern China to Germany.
I would discourage others to shop with Joolz direct. For me that sheds a bad light on the brand itself, if you can't handle a 21st century supply chain.

We have been using the Day 5 for the last 4 months and have loved it! We’re planning to buy the Aer to take on holiday.

I love our Joolz Pram - how everything just clicks in to place to work well. Good quality. However, not giving 5 stars as I didn’t have a great experience with their UK supplier and also a lot of confusion around parts I needed to make something work (this should be clear with purchase).

A part of my Joolz aer 2 handle broke after 1 month of usage and support has been ignoring me for 2 weeks now. I would expect way better from a pram that costs almost 1k gbp with all the attachments. Case number 00357562.
Also, the pram is very easily scratched, quality is not good. But it is a very handy pram in terms of foldability.

I ordered car seat adapters back in August and have still not received my parcel.

In mid-September, I was informed that the parcel was at a depot and was promised an update, yet I am still waiting for a response from the customer service team despite multiple follow-ups.

My baby is due any day now, and I remain without the adapters or any resolution. I haven’t even been offered a refund, leaving me both out of pocket and extremely disappointed.

It’s very disheartening to experience such poor service from a company like Joolz, which should be helping new parents feel supported, not stressed.
I strongly advise against purchasing your travel system from this company unless you want to face similar disappointment and frustration. I’ll certainly be sharing my experience with other parents-to-be to help them avoid the same situation.

Well packaged, fast delivery and good communication.

Beautiful packaging , fast delivery, great product. We love Joolz 😍

The first time purchase discount code was not applied to my order. I reached out for support but haven't received any response within 4 days.
It's impossible to reach over the phone because it turns out the business hours are in Netherlands time zone (which don't work for US west coast) and they don't even have US phone number to call.
So buyers in US beware. They seem to be Europe oriented. No office in US.
Pretty bad service.

the jool aer 2 buggy arrived, yes it is ergonomic, but the smell is absolutely horrible! It smells so toxic we are scared to have our baby touch it! it’s incredible, you pay 400 euros for a stroller and still can’t get a buggy you would feel safe about. Recycled plastic may contain toxic particles, with the smell it gives off i have little doubt it does

Love the jools aer+, super light and convenient for travel with our little ones.

As a dad of two, I can’t recommend the Joolz Aer+ enough. We’ve used a few prams over the years, and now that we’re on our second child, this one’s really stood out. Its foldability and how it fits in an overhead bin on flights is just a lifesaver, especially when we travel to Canada each year. It’s lightweight, super easy to push around, and the company’s support has been stellar—any little part we needed, they replaced without any hassle. It’s great to see a company that stands behind its products. Honestly, if you’re in the market for a new pram, the Joolz Aer+ is a total win.

I am extremely disappointed with Joolz and their customer service. I purchased a Joolz buggy with a bassinet for my baby, and the bassinet is bent, causing it to tilt head-down—completely unsafe and unacceptable for a newborn. When I showed it to the sales associate, she was visibly shocked and immediately said she would contact customer service to arrange a replacement.

However, instead of showing any urgency or empathy for the fact that this is a baby product and directly affects a child’s safety, Joolz customer service only offered a repair that would take weeks. I am left without a safe bassinet for my baby, and their response shows a complete lack of care for parents’ concerns.

For a premium brand, I expected much better. Safety and reliability should come first, but instead I’m left frustrated and let down. I cannot recommend Joolz based on this experience.