Baby Tula Reviews 

Placed an order on the 13th December, which meant (according to their website) it would arrive before Xmas. Received an email to say it was on the way on 17th, but the tracking link goes to DPD, but with "no tracking" instead of a tracking number. Emailed multiple times and had zero response.
Tried the phone number on their website and just goes straight through to a pre-recorded voicemail. Sadly this is in German and I unfortunately have no idea what it says!

Thank goodness I paid with PayPal.. I will be raising a dispute later today if I don't hear.

So disappointing as they are truly lovely carriers and I was looking forward to getting this one for my newborn :(

ETA:
Tula Customer service finally got back in touch with me and after another wobble, my carrier was dispatched and arrived within the promised 5 days on the 20th Jan. Just a month late!
They were apologetic, but going from the other reviews, this is NOT an isolated incident sadly. I am genuinely pleased with my carrier, and if it wasn't for the fact I know they are great items, I would NOT have persevered with chasing them up. I was partially compensated for the inconvenience and waste of my time, but it does still leave a bitter taste in your mouth!

Ordered a product one month before and still processing the order, very poor service.

Ordered two baby carriers in the BOGOF Black Friday sale, that was a month ago. I’ve emailed weeks ago only to receive an email stating they had failed to answer in time and would answer from 6th Jan! Bear in mind I emailed them 11th December after no sign of my items being dispatched the week prior it just said ‘no tracking’ on UPS. its been in Germany for 2 weeks apparently no movement. Going through PayPal to get it refunded and buying one elsewhere!

Very happy with both my Tula carriers. Quality is great and still is after using them a lot.

The customer service is amazing; after something happened to my carrier recently, they replaced is and send it to me within a few days.

Very thankful!

I'm here to write an update for all customers who are dealing with the same issue and not getting a reply from Tula. I placed my Black Friday order on Nov. 28th in the Netherlands. After many emails and calls (to all listed EU entities with no reply) I managed to finally get ahold of customer service through their United States entity. They were able to escalate my inquiry to their EU/UK Customer Care Team internally. They said they're aware that there are some shipping delays and the UK/EU Care Team are fielding more emails than usual. Responses are delayed.

EU care team quickly got back to me once escalated by US, and told me the shipment has not been fully processed and was cancelled. The order will be processed as a return and I'll receive the full refund to my original method of payment within the next 10 business days.

I hope this helps anyone in the same situation, and puts your mind at ease that at least your money is not lost.

Still waiting 4 weeks after ordering.
Emails are no help, ups is no help, going through PayPal to get my money back!
Almost £100 down and nothing to show for it.

Terrible experience. Waiting for a carrier for two and a half weeks. DHL never received the shipment. No response through customer services.

I have also been scammed by them - says it had been shipped buy nothing appears to be tracking on UPS. Wish I'd never given them a penny

I’m starting to think this company is a scam? Ordered a carrier 3 weeks ago, was due 2 weeks ago but nothing… and can’t get hold of anyone by phone or email.

Ordered something over a week ago and had a confirmation, item has been updated as "shipment order is on the way" yet the tracking shows that UPS don't even have the item yet. Tried to call the company but an automated message says they're experiencing high calls volumes and then just hangs up. I've emailed them but still not had a response.

Unfortunately, we never saw the terrible reviews until now. Wish we had as would've spent our money elsewhere.

Awful customer service response times

I have been chasing and chasing and calling and FINALLY had a reply saying my order is stuck in customs and they offered me a discount, which was fair enough, but now they’re blanking me again. All I asked for was up to date tracking so I know when it is finally delivered (as I was happy to be patient) and confirmation of the partial refund

No tracking, no partial refund, no reply and no order

Order never arrived, I am awaiting a refund, this company is an absolute scam, stay away!

Order still hasn't arrived after a couple of weeks, with them just blaming the delivery company and saying its out of their control. Although the delivery compnay says they didnt receive the package. Shambles of a company

I really wish I had checked Trust Pilot before ordering.
I was recommended the product, so ordered without any concern.
However I ordered at the beginning of September and still haven’t received the item. After the feedback here I luckily realised I did purchase via PayPal and have submitted a refund request through them.

PLEASE PLEASE DONT MAKE THE SAME MISTAKE. Do not order from these people!!!

I made an order and received my product within 4 days! (To Galway, Ireland). I love the baby carrier it’s great quality. It came in a lovely box and I found the manual with it really helpful as I wasn’t sure how to set it up. (Tip- read the manual as there are different ways to set the carrier due to baby size). Judging by the previous reviews I would imagine they have upped their game. I probably wouldn’t have bought it if I had read the reviews so I’m glad I missed them. My friend has an artipopp carrier which is crazy expensive and my carrier is just as good if not nicer. Highly recommend the baby carrier!

I normally wouldn’t take the time to write a review. But after see so many negative reviews, I decided to share my very best positive one.

Ordered Wednesday, received my perfect carrier on Thursday morning via UPS, 7 days later. No complaints, lovely baby carrier. Carrier comes from Germany, so this delivery time is to be expected.

Thank you Team!

Wish I read these reviews before ordering.
Ordered carrier at the end of June, 2 weeks after ordering I still have no update as to whether it’s been dispatched so I email them. For them to tell me they have no stock and I can either wait until stock comes in or get a refund. I choose a refund and they say it’s been processed. A week later still no refund, I email again asking for update on refund. They tell me there was an issue there end with the accounts team and they will process it again, I should receive it within 4 working days. I wait 5 working days, still no refund, email again to ask what’s going on, refund didn’t get processed so again they reassured me that it’s been put through and I should get it within 3 days. 5 days later… still no refund and now no response to any of my emails.
I phoned PayPal today and they put a request through. A few hours later I receive my refund.
Absolute joke and scam of a company. Avoid at any cost because the company is awful!

I wanted to add my experience as I did receive my carrier in the end. I was originally put off by previous reviews and began looking at other brands. Then 2 people I know made an order from Tula and both received their carriers. So i thought okay, perhaps they have sorted out the issues and are back to business as usual. My first order failed to pass customs in Germany and was returned back to Tula. I contacted customer service and they responded to confirm that yes my carrier had been returned and they will investigate why and get back in touch. A week goes by and i start to worry that I'm not going to get anything and I'm out of pocket. So i initiated a case with paypal and also responded to customer service asking for an update. The next day I received an email with new tracking information to say they’d resent my carrier. 5 days later i have received the carrier and im very happy with it. I do wonder whether they only addressed my issue at that moment because i opened the case with paypal and threatened a refund.. who knows. But i just wanted to add my experience here as although not a smooth process, i did get responses from Tula customer service and i did receive my carrier.

Update to previous review: first carrier never arrived and took extensive chasing for a refund. Husband ordered second carrier not realising that Tula was the brand we were having trouble with and that one did arrive, but we had already bought an alternative. Have sent that second one back and they received it on the 25th June. I have had to send 12 emails chasing the refund for this one and still not received a refund. I genuinely couldn’t hate this company more than I do.