Philandteds Reviews 20

The worst pram I've ever used

I bought this as it was a recommendation, everytime I turned a corner the pram felt like it was going to tip over with my babies in it. Also the straps are so cheaply made and my son could literally get out of it and stand up in it. I returned it straight away! Never ever again would I have a phil & ted. I've had 8 prams and I've never had a bad word to say about them until I used this brand.

Ordered a replacement handlebar for a Mountain Buggy urban jungle, item didn't fit when it arrived (as we had an older model). Sent back for a refund the day after it was delivered.
A UK web address with a warehouse that is based in the Netherlands, any return is subject to customs fees and you are reliant upon Phil&Teds paying this fee (which they are in no hurry to do. It took them over a week to pay the fee). Return was sent on the 25th January, they received it on the 6th February. After waiting until the 14th February without any acknowledgement that the return had been received I chased them repeatedly, with no response. Finally on the 21st February I received a response saying that they would refund the product minus £10 with no reason other than 'policy'.
a .co.uk website, warehouse in the Netherlands and customer services based in China.
A cowboy outfit with shoddy customer service, avoid avoid avoid.

This was the last I heard from the owner of Mountain Buggy almost a month ago. I've been fighting UK Baby Centre (supplier) and Mountain Buggy since Sep 2023:

"Lemme review and get back to you. I only say this in case you feel I'm tardy. You've elevated, and have my attention so please let me review and help out. I'm sorry for your UK Baby Centre experience. I think they'll be concerned, but that's something for me to manage or course."

The owner seems to be in cahoots with his employees in providing shockingly bad customer service.

Their supplier who I bought the buggy from do not understand the difference between their terms and consumers Statutory Rights, the manager consistency says, "The collection for inspection and repair is all we can offer." The Consumer Rights Act says. 'After 30 days of ownership, you're entitled to a refund, full or partial, over repair or replacement, especially if it causes significant inconvenience.'

This is a summary of how terrible the Mountain Buggy is for the premium price and I've only used it for 1.3 years:

1. Marketed as "the ultimate premium jogger" but falls short in durability and functionality.
2. Rusting wheel bearings despite routine lubrication highlight poor material quality.
3. Tyres and inner tubes frequently puncture, not living up to expectations for durability.
4. The safety bar becomes stiff due to exposure to outdoor conditions, indicating inadequate weatherproofing.
5. The 360 swivel front wheel mechanism seizes, compromising the buggy's manoeuvrability.
6. Material on the rain cover catch snapped, questioning the product's overall resilience.
7. UV bleaching of the black hood material shows poor resistance to sun exposure.
8. Staining from aluminium and metal parts on the car boot suggests material issues.
9. The brake system's ineffectiveness and noise level render it almost unusable.
10. Misalignment of a rear wheel due to a failing plastic wheel shaft presents a safety risk.
11. Frequent tightening required for frame screws indicates subpar construction quality.
12. New problem recently, the front suspension is beginning to rust from the inside.

Attempts to address these issues with their supplier and Mountain Buggy itself have been met with an appalling lack of response, showcasing a disregard for customer service and consumer rights:

These issues are not just minor inconveniences or "wear and tear" as UK Baby Centre suggests, but are indicative of a product that is neither of satisfactory quality nor fit for purpose as described, thus violating the Consumer Rights Act 2015 (Sections 9, 10, 11) and the Sale of Goods Act.

Additionally, the discrepancies between the product's performance and its marketing suggest a breach of the CAP Code (specifically Sections 3 on misleading advertising, 3.11 on quality exaggeration, and 3.3 on omission of material information).

So disappointed with Phil and Teds. I bought their pushchair because I thought they had a reputation for great pushchairs that lasted and good customer service. I loved the pushchair, but the brake broke and they told me they don't make it anymore. It is still being sold in UK stores. I asked if there was anything I could do to avoid having to take the whole pushchair, extra seats, different parts etc. to the recycling centre - was there nothing else compatible? All I got was a rude response which included as follows: 'I'll close this case now, as we are not able to assist any further for this specific question'. Really not impressed that hundreds of pounds worth of pushchair and accessories is now totally unusable due to a broken brake. Whilst I've explored other avenues for how to fix it independently, this is proving difficult due to the specific parts needed that are no longer made (the specialist brake itself).

Awful customer service. My pram back wheel plastic bit has buckled. I was told this wasn’t covered under the warranty even though it’s not the tyre but the actual pram and plastic it’s been made from so I had to buy a new one. I did but it doesn’t fit! I had messaged countless times to no avail. So disappointing for a product that’s over £400. Avoid!!!

Very disappointed with pram delivery - parts missing.
We received delivery of €1400 worth of Mountain Buggy items on Friday, and the Urban Jungle does not work.

The front wheel is missing a part and the axle will not go through the wheel. It seems it was likely damaged in transit / before it was sent to us.

Only customer service is via email, and very worried given other people's experience we won't get this resolved before baby arrives.

Posting this here hoping our case will be looked at and prioritised. It's not our fault the item came with missing parts so we want Phil and Teds to help us urgently!

Worst customer service I’ve ever dealt with. Rude, condescending…and what company doesn’t allow returns?? Unheard of. I have a very expensive triple jogging stroller with a broken wheel and when I asked if they sold replacement wheels, the customer service girl replied that I had a “very old stroller.” It’s a couple years old and for what I spent, I should be able to continue using it as well as get replacement parts.

Bought a travel cot. Arrived faulty (self inflating mattress wouldn’t inflate). Attempted to return the item but was told we’d have to cover postage costs, since their warehouse is in Europe this was going to cost me £60. Yes they did eventually send me a replacement mattress but after seeing what a poor quality item this is (demonstrated by neither mattress self inflating!), I didn’t want a replacement, I just wanted my money back. Very disappointing. I will not buy from them again, and strongly advise against anyone else doing so unless they are 100% sure they want the item regardless of what state it arrives in. Have a read of their returns policy to appreciate what an awful company they are.

Unbelievable! Appaling so called costumer service! Received the go buggy-put baby in it and noted the chair pulls towards right side with risk of tipping the baby over, I had to physically hold the chair straight whilst trying to push so doesnt tipp over! Filled in the return form only to be told item has to be sent at a warehouse in holland at my own expense! - ever since then trying to speak to someone who has aomw common sense and find a solution to this problem as this is plain fraud! Selling faulty items then making you pay for their overseas return! Then costumer service saying their chairs are safe to use, implying you are lying! How is this even possible? There must be an international body, institution that regulates this seller! Something needs to be done about it! I am yet to wait few days untill my next email! Very slow, innefective communication!

Terrible customer service and Returns policy. Beware.
I wish I'd read the other reviews before buying. They have non existent customer service and terrible returns service. I received an item (the cocoon) that was not as described in terms of size and fit with the pushchair, but I'm going to lose half of the value of it when I return it. They can't give me a reason why this is fair. I do, however, like their lightweight pushchair 'Go'.

Poor customer service- no phone contact, no email contact everything via a website form, no one replies, chasing a return request since middle of December and no reply. Buggy arrived broken so we’re sending it back but as a warning/side note- says fits kids up to 4years old but our 6month old pretty much fills it- we went to our neighbour who has a 15month old and he completely filled the buggy so don’t expect it to last as long as they’re selling.
Automated message reply says they’re on Christmas break until 17th Jan 2022! Absolutely shocking customer care.
Steer clear 100%
(Item referred to is the sport verso)

I have been hugely disappointed by both the quality of the products and the customer service from Phil & Ted's.

We ordered a high chair, which we were pleased arrived very quickly. However, it was faulty - one of the legs didn't screw in and the part that connects the tray to the chair didn't clip into place - so we couldn't use it. Not great for a product which cost £180.

We contacted them straight away via their web form. When we hadn't heard anything a week later we tried email and social media. Annoyingly, they don't have a phone number. By the time we finally heard back we had already given up & bought a different high chair as we really wanted to start weaning, so we filled in a returns form. Ignoring this, they sent us the replacement parts. Their policy is that if the product is faulty then they will fix it, rather than automatically allowing you to return it. Whether it is faulty is at their discretion. You have to ship the product to Holland before you find out whether they agree with you. Given the issues we'd had getting any response from them we didn't feel confident we'd ever see our money again if we sent it back so we decided to keep it.

These days I don't read a returns policy before I buy something because it's so unusual to have these kind of issues. I'd highly recommend reading the Phil & Ted's returns policy very carefully before you buy as if you simply change your mind you have to (a) get the product back to Holland at your own expense within 14 days - this assumes you actually get a response from them in time, as it took 3.5 weeks for us to get a response to our returns query, and (b) they will grade the condition of the product and only give you a percentage of your money back based on this, so eg. if it's missing internal packaging, yes bits of plastic, you don't get all your money back. Outrageous. How are you to know when you take it out that the quality of the product is crap & you might want to send it back?

Purchased the Phil and Teds Sport with Double kit. It arrived missing the seat liners so couldn't be used, as it just had the hard shell to sit on. I was unhappy from the get go, the fabrics have changed from earlier models, they are now cheap and flimsy. I really considered sending it back immediately (online purchase so hadn't seen it up close) and now i wish I had.

Less than 2 months in and the strap that holds the backrest up snapped. It was so weak and flimsy, 3 months on and I'm still waiting for a replacement, I've had to hold it all together with gaffer tape. It looks awful. But other wise i have no pram. Also when I'm walking fast/jogging the fixed wheel stops being fixed as soon as i take it over a bump. This means i have to keep fixing it again. Very inconvenient. The customer service has been terrible. They must have changed manufactures, because the earlier models appeared far better quality.
Its so frustrating to be stuck with a broken sub standard pram. I'm seriously considering pursuing my money back in more official ways.

Horrendous customer service and impossible to find replacement parts. We twice emailed requesting compatibility info on a replacement part which their website claimed would work with our pushchair but didn't look compatible in the picture. After two weeks of waiting without a response, we decided to order the part anyway hoping it was the picture that was incorrect rather than the description. Despite claiming to be too busy to respond to questions,they were quick enough to take our money and send the incorrect parts out. Now we have a pushchair that can't be used and no way to contact them to rectify the situation. Needless to say will not be shopping there again.

After posting a review on trust pilot regarding car seat frames for the duet buggy that didn't fit I was delighted when Phil and Teds contacted me the following day to let me know they were sending two different frames which fitted! This was great as my daughter planned on using the car seats on the chassis on a regular basis when she travelled on her own with the twins as she lives in a top floor apartment so she would be able to carry them both upstairs at the same time. Four weeks after the universal bases were fitted in the car with the car seats slotting in and out of them one of the bases will not fully release the seat. This is inconvenient enough but the seat is still clipped on one side but not the other which is just plain dangerous. My daughter has emailed and tried to find a contact number but once again, as was the case with my original complaint, Phil and Ted has not replied. There is no way of releasing the base from the seatbelt as it clips in underneath the car seat and the seat is too dangerous to use. Avoid this company like the plague if you value the safety of the babies that will be using their equipment as there is no backup service whatsoever.

After couple of months, we just realised that there is a crack on our DOUBLE Pushchairs's chassis. Just sent an email with photo and they reply in one week with solution. They told us that they gonna send new chassis. Thanks P&T Family. That is what we expected to see. Cheers.

Having spent nearly €2000 on the duet travel system for the impending arrival of our twin grandchildren I am disgusted at the time taken to answer two queries we had regarding the system, in both cases over two weeks. Also extremely disappointed at the quality of the product - mainly the way the car seats are attached to the frame with clips that don't fit and the reliance on velcro to keep the car seat mountings in place. Can't comment on the durability as the babies aren't here yet but certainly hope the experience is better than anything so far.

We purchased the PhilandTeds Lobster chair last month on the basis of good product reviews online. First thing we noticed when receiving this product is the awful chemical smell. Aired it for a few days but it’s still there. Contacted PhilandTeds customer service to enquire about what chemicals/flame retardants are used on this product and no response (almost three weeks later). Tried putting a review of the product on their website and it doesn’t appear. Only the positive reviews get posted on their website so do not be mislead by this. Will be returning this product ASAP.

I bougth A Storm cover for my Phil & teds stroller on the website.
The Company sent me the wrong one and I wrote Them right away.
No answer.
I wrote Them twice more during the next to weeks. No answer!

It is NOT possible to reach Their 'costumer service'.

DO'NT buy things on their website -they Won't respond to you at all!

Stay well clear of this pram company they are awful. After my 1st buggy broke after only 10 weeks after purchase the replacement I was sent broke after only 3weeks of use. They are unwilling to help. Their products are obviously faulty. The person I was corresponding with was named Liz who was particularly unhelpful refused to refund me my money. After such a terrible experience and both buggies in my possession which I was more than happy for them to collect in order to get my refund of £250 and I am still waiting. I got a worse than pitiful offer of them picking up the buggy and repairing it whilst they gave me a temporary preused buggy in the process. I am still waiting after 15 days ago sending my last email detailing I was displeased with this silly offer and I am being ignored. Awful customer care. NEVER purchase from pil&ted is my advice as you will be deeply disappointed and mistreated as a customer. I will be telling all family and friends of my awful experience with phil&teds products.