mountainbuggy Reviews 55

Having spent over £1000 on the duet the instructions described a hole to screw a piece into that simply does not exist, making the second car seat wonky when clipped in. Customer service (generous description) have yet to reply after several weeks.

I’m sorry to say but If you are considering buying I wouldn’t! Today I was stranded on a busy main road with a 21 month old and an 11month old due to punctures on the wheels. Not only could I not carry both babies and push the pram but the pram was impossible to push once this had happened! I contacted mountain buggy who advised punctures aren’t covered by there warranty policy despite my duet only being used a handful of times and only 6 months old! Quite shocking really

We bought the Duet buggy and Carrycot for Duet when we were expecting our second, but when I put them together the Carrycot wouldn't go flat. It can only go at an incline. 1 month+ of chasing customer service for a solution (the only time I managed to actually contact them they said they would send replacement brackets, and never did), and we had to buy another double buggy due to the imminent arrival of the baby (Bugaboo Donkey - expensive but highly recommend).

I am also not overly impressed with the product. As other reviews say, the Carrycot is very narrow and full of padding, so will be outgrown very quickly. And the brackets for the Carrycot have a serrated/toothed edge positioned right next to the toddler seat on the other side, which seems less than ideal. For 2 x toddler seats maybe it is good, but the Carrycot is clearly an afterthought and doesn't work.

Now we will see how they handle returns for the faulty goods they have sold - I'm not hopeful.

I love my mountain buggy and baby carrier but the customer service and lack of transparency on their website let them down:

- I had an issue with a broken clip that took four months to get a resolution to. Customer service is only accessible through email which means you can’t follow up on issues.

- I tried to leave a review on their website but they don’t post negative reviews. This means where I did research on products it wasn’t a balanced view.

- The carry cot and forward facing seat is very small and my twins (on the 2 percentile) out grew these options at four months. I used the buggy a lot so probably still worth it but I would have liked this information pre-purchase.

+ the buggy is fantastic to get out and about and it’s size means I have no issues going through doors but with the tyres ect can also go on country walks.

+ the buggy seems sturdy and the girls seem comfortable no matter where we have taken the buggy

+ when it is buggy only it is really easy to collapse and fits easily in the car

Do not buy from Mountain Buggy!!
Their customer service is non-existent. The buggy I received is faulty and therefore unusable and they have stopped responding to emails. Really wish I had read the other reviews here before ordering with them.

Sadly this is another company that ignores your query about faulty products, hoping that you will just go away and stop questioning them.

Numerous emails and still haven’t received a response, this is an ongoing saga, zero for customer service, not even doing the bare minimum.

Terrible service
Received a carrycot that stinks of damp. Would never risk to put a newborn in it.
The customer service team however told me to pay for the return postage to Netherlands and stated that they will deduct £10 for the admin fee.
Unbelievable that they would send out a product for a newborn that is potentially hazardous and totally unusable and would make a customer to pay for return postage and not refund the full amount.

Do not buy from this company.
Brought the mountain buggy duet with carrycot plus.
The carrycot plus is not only misssold but not fit for purpose.
My average sized twins have grown out of the carrycot at 4mth and at 5mth don't fit in the parent facing seat, which claim longevity up to 33lb
Contacted mountain buggy who told me tuff and not there fault my average sized twins are too big
#duetcarrycotplus
#mountainbuggy

Avoid! Selling products they don’t have and no customer service.

I ordered a replacement harness buckle as our clip had broken. I paid an extra £4.95 for deliver which stated shipping in 1-3 days.

I waited and a week past, I tried to contact Mountain Buggy - I used the chat facility to ask where my order was, despite being in queue position 1, the chat was never responded to. I tried several times and eventually sent a message. I looked to call - no response! I emailed and explained it was urgent as my new granddaughter was due to visit and I needed the buggy. No response until several days later from Adam, stating ‘I have checked the status ... not shipped yet but should leave us tomorrow and be with you by mid next week.

I waited then 4 days later receive an email ‘your mountainbuggy.com order has been refunded’. Then a separate email from Phil&Ted to say ‘we don’t have stock and the buckle is not being restocked’ and suggesting ‘check second hand market’.

If I could give a minus score, I would! Having paid, waited 10 days I have no harness and a unsafe (aka useless) buggy. I checked Mountain Buggy’s website - still selling the harness several days after notifying me they don’t have any and will not be restocking.

Carrycot arrived damage (bent metal clip that connects it to the pram) and it's been a huge struggle getting MountainBuggy to respond. I've emailed, messaged on fb. There is no UK phone number or live chat. Eventually they replied saying 'easy solution: try bending the metal clip back so it fits into the pram and it will be good and safe to use'. What a joke. Firstly I can't bend metal sorry, secondly it will not be safe to use having been bent twice and lastly, I didn't pay good money for a damaged product. Do not buy from them, they are ridiculous.

Disgusting customer service. I ordered a mountain buggy duet double but found it cheaper on another site on the same day. I tried to cancel the order straight away but there is no way to get in contact with them. I emailed several times but only had an automated response with a number I could call. When I call the number they say they are no longer using it and to use the online chat system. When I tried to use the online chat system it says it’s unavailable and to email them! It’s now been 5 days of trying to contact them with no response and they are now shipping the product that I don’t want. It also says on their website I may have to pay the shipping charges despite me trying to cancel it multiple times before it was shipped.

Bought a mountain buggy duet for my newborn twins which arrived with a flat tyre I then emailed the customer care team which took days to reply I was then asked if I could pump my buggy wheel myself. Then I was told that I would be sent a inner tube for the flat tyre, that was a week ago and it still hasn't arrived. I am very disappointed if I had known that this how they treat their customers I would have purchased my buggy from John Lewis their customer service is impeccable.

Received a buggy, had broken wheel nuts. Emailed customer services and got a ticket - nothing since despite chasing. Dangerous issue with wheel nuts and appalling customer services.

Ordered two items, only one arrived. Opened a support ticket, still nothing after 9 days. They don’t have a phone number and if you look at their Facebook they frequently have people who cannot get any support from them. With no after support I’d avoid this company, not worth putting your baby and it’s needs at risk

Lovely customer service. Quick delivery and lovely buggy. I brought the mountain buggy nano duo. It’s amazing and light. The company sent me a lovely email too. Very impressed.i also got a lovely discount for being NHS frontline staff. Made my week :)