mountainbuggy Reviews 55

TWIN MUMS PLEASE AVOID!
I bought the mountain buggy duet for my twins when they were born because I thought it would be useful to get theough more doorways - for that your sacrifice A LOT!
The quality of the components are terrible. The cocoon carrycots are temperamental and the 'bouncer' like adaptation was always falling apart. The side clips have broken twice and now 18 months in the fabric zip teeth has come come away leaving me with so fabric seats for my toddlers - the pram is unusable and Mountain Buggy have been less than helpful.
Get the Donkey or Out n About
DO NOT BUY FROM HERE

I would give 0 stars if I could.

I ordered a Duet and Cocoon in January 2026 as soon as they became available. The Cocoon arrived quickly, but the Duet never showed up. There was no contact number on their website, no response via online chat, and my emails were consistently ignored.

When they finally replied, there was no apology and still no clear delivery date. After waiting for weeks with no progress, I cancelled the entire order in mid-March. To make matters worse, they initially told me to return the Cocoon at my own expense.

Although they eventually provided a return shipping label, the whole experience was incredibly frustrating from start to finish.

Avoid Mountain Buggy UK at all costs. Their customer service is non-existent, and there’s no guarantee you’ll even receive what you’ve ordered.

I bought a buggy over 6 weeks ago and paid full price. The item has not been delivered and my emails are being ignored.

My right clip has broke, rendering my pram useless.

Reply from mountain buggy:
This accessory is out of stock with no estimated restock date. We are sorry. We recommend looking for it on second-hand platforms.

So this is a known issue, no fix from mountain buggy. And no plan to help

Recently Bought two Carrycot Plus for our ariving twins. Frustrating to find thte lie flat mode is no where near flat as dipicted on the website.
Website also stated we woudl recieve bracks for both left and right positions. The pram arrive and we ahve no way of fitting the second cot as the brackets were missing.
On attempting to call we discussed with a rep and were advise to contact via facebook or instagram to raise the issue while we were actually talking to them.
So far not happy with what is marketed as a premium product.

I am a long time customer of mountain buggy and never have I ever experienced problems. The delivery is not super fast but not extremely long either.
I bought a twin stroller, travel stroller, storm covers for all, umbrella, travel bag, diaper bag and now for my 3the baby 9 years later I bought a stroller with is still great and an infant car seat. The car seat broke after only using it in the car (we dit not buy the adaptors for the stroller) for about 3,5months. I e-mailed the customer service and they want me to ‘fix’ the problem bij screwing in two screws. I also had to wait a month for the screws because the person who has to send them to me is on Holliday. I e-mailed back that I am not letting the safety of my baby depend on two screws and that I want a refund or a new car seat. They told me I only have 30 days to ask for a refund and that I have to be patient. I am extremely disappointed and sad that they are not handling this the way I should be handled.

Slow delivery, slow response, no tracking number provided and having to chase to get any information was very frustrating. I ordered in what I thought was ample time for a big hike we were going on but it turns out 9 days isn't enough, despite stating 3-5 business days on their website and charging £7.50. Will be taking up the delivery charge on PayPal.

Took ages to arrive. When I emailed asking for updates, no response.

When I finally got a delivery day and arranged for time off, it arrived two days before when I was at work. I had to leave work as they had just dumped it at my front door.

My complaint was ignored.

I got a mountain buggy duet deluxe and it came in damaged. After months of back and forth and many pickup issues with the pickup company it was finally picked up but then the company stopped responding to anything about a refund. Do not buy anything from this company ! Very bad customer experience and also unethical business practices.

I purchased a sun cover for my mountain buggy duet carrycot. The description of the cover on the website clearly stated it would fit my specific model, but it does not. I asked to return it for a refund as I was mislead into purchasing this item but the reply from customer services was that I should try selling it myself on used.com. As a new mum of twins, I barely had time to brush my own hair, let alone try and sell niche buggy parts online. I am so disappointed, I am left with an item I cannot use. Customer services have stopped replying to my emails. The worst customer service I have ever experienced.

Brakes have failed on my buggy and I’ve been told that they don’t supply them as a spare part. Terrible attitude towards customer service and sustainability. Ridiculous to have to buy a new buggy because one part has failed.

Wheel on a bag rider (used 3 times) tore apart. Granted the bag was a few years old but not used that often.
Customer service is possibly the worst I have ever experienced.
Use a different company!

Terrible service, no phone number so everything is left to email. The pushchairs are not fit for purpose and when you bring this to their attention they stop responding to emails. Brakes don't function, please don't spend money on these items!! If I could give no stars I would 👀

Terrible customer service. Takes forever to get anywhere with them. I kept following up and it took me leaving multiple reviews to hear back. Reviews which were taken down/hidden. Disappointed in the lack of transparency. They also have replacement parts that are NOT compatible with the current stroller model which isn’t indicated anywhere. Customer service argued with me and told me I was wrong. After talking to another rep they confirmed that it’s is actually wrong (I’m not stupid, I can figure out how Velcro works). Overall very disappointing experience.

Right hand seat fabric of my pram needs replaced (I misplaced this fabric while using the carrycot plus seat - which baby has now grown out of). This has been out of stock since February 2024. I have contacted customer services three times for a restock date. Each time a new date was given, and all dates have came and gone with no restock of item. This was an expensive pram and I haven’t been able to use it for the last five months (only purchased August 2023).

The service from Mountain Buggy is shockingly poor.

We received an email that the unirider was back in stock so we ordered one. Few days later we received another email that stated that they didn't have enough stock and our order was pushed back for another 2 months. I hate it when companies lie about delivery times and stock. On a positive note, the cancellation of the order was handled swiftly.

Very annoyed with customer service, purchased a suncover for my brand new Urban Jungle and the zip broke only after a few times of using this. The customer service has been an absolute pain, wanting countless photos and videos then sent me a YouTube video of how to fix a zip which was completely not what our problem is. So frustrated, the customer service lady has the same annoying reply "happy to help with your query "....they jolly are NOT happy to help.

Awful customer service. Such a shame, as we loved the Mountain Buggy Duet pram for twins. But when we needed a replacement part they were appalling - after 2 months of emailing & being ignored, I finally received the wrong part from them & am now struggling to get any replies from them to take the huge box away again. There’s no UK customer service contact, it’s all emails to a Chinese call centre. We bought the expensive deluxe model together with the product warranty, but sadly it’s total rubbish & not worth it. The parent-facing buggy stage is also not properly user tested & has some significant design flaws that need improving. Avoid.

It's almost not worth writing this review. I've had just the same experience as everyone else. My pram broke within 8 months, terrible customer service experience, they have taken my bad review off their website.

Prams aren't just a product, they are a lifeline for parents and babies to get out of the house. You are trapped without one. It's a disgrace that customers can be treated like this when their goods aren't fit for purpose (Consumer Rights 2015)

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).