Elvie Reviews 11,794

Zero stars the company acts like a scam!!!

This is the second awful review I am leaving!

I ordered a stride 2 on the 9th march next day delivery as I had a very new born and desperately needed a pump to help with feeding my second baby.

It never arrived a week later I spoke with Elvie on watsapp and was met with some terrible customer support. I requested a refund as the item to their knowledge hadn’t been sent and I could get it same day on Amazon for the same price. I bought it off Amazon as I needed the item urgently. Amazon delivered as promised same day and the product itself is fine (questionable at times). But my complaint MASSIVELY is about how this company conducts themselves
. I still haven’t had a refund. Elvie email me back a few days later and they told me the item was delivered on the 15th march. I have told them I never received it and the photo from the courier (who I never received a ‘we have your parcel email’) is not my front door. I have explained this to Elvie and was told to check no one else at my residence has taken it in. I responded promptly and told them no one has taken it in and requested my refund again. Elvie have gone back and forth a number of times asking me for an order number which I have given them 8 times, they have also told me that they cannot refund me due to undergoing a transition and they will update me once this has taken place (that’s can’t be legal) then following that they have sent me an email that says I need to refer back to a previous email as they have requested more information. I highly doubt they need more information from me as I have sent it a number of times. But not only that they never actually tell me what information they are missing so I don’t know what to send as there are no previous emails I haven’t answered. You cannot speak to anyone on the phone as they just say they will refer it to the team. The team then emails as for information you give them the information they come up with an excuse why a refund can’t be issued, you reply they tell me they are missing information and then the cycle goes round again.

No one actually able to help me meanwhile I have an infant I am trying to look after along with other children and they are exploiting people at a vulnerable time.

I expect I’ll get a reply to this review saying they have reached to me via email, but that email just says the same as the above and the cycle starts again.

I will be taking pursing this further with my bank as a chargeback, with trading standards as this isn’t legal and I will sue them also because they are criminally withholding my refund.

These are expensive products and I just cannot believe this is the customer service they provide it’s absolutely unbelievable which is why I feel this is actually a scam. However I have checked this and it is actually just how Elvie conduct their business- how embarrassing for them!!

MASSIVELY AVOID UNLESS YOU ARE SURE YOU WONT NEED TO REFUND OR PURCHASE FROM A DIFFERENT RETAILER RATHER THAN DIRECT.

I so wish I could write what I would actually like to call them - but that day will come.

See you in court elvie! ✌️

GREAT! Customer service was thorough helpful and great overall.

My cable from the first Elvie pump was defective and they promptly replaced. Fast and quick service, super attentive.

I love the pumps and used them with my first baby. Then I ordered parts for my second baby- was sent the wrong parts and I sent back for return after speaking with customer service in what to do. I’m almost THREE months now with no refund and they either ignore my message or tell me there’s an error with the new system in the warehouse. I’ve contacted them over 10 times! I finally disputed it with my bank

Edit: Elvie commented here to look better but after reaching out to them got the same avoiding message, it's all just fake customer "care"

Very poor customer experience.

I placed an order on April 2 with what should have been next-day shipping. It shipped on April 3, but it was not delivered until April 7. Between April 4 and April 6, I contacted customer service multiple times by chat, phone, and email about shipment issues and to request cancellation before delivery as this was not relevant for a hungry baby.

Despite those repeated contacts, nothing was resolved. After the item arrived, still unopened and unused, I requested a return within the return window. First I was told I would need to pay return shipping, even though the problem was caused by the delivery delay. Then I was told the company is “going through a transition” and cannot accept returns or provide a return label.

The most frustrating part was that customer service repeatedly said the case had been escalated and that I would hear back within 24 to 48 hours, but no one ever followed up. Each time I contacted support again, I was told the same thing. The frontline team appeared unable to take action, unable to reach the escalation team in real time, and unable to provide any actual resolution.

At this point, I still have an unopened item and no workable return process. Very disappointing experience.

Edit to add: Reading other comments, they seem to comment on here stating they will sort it, but then don't. I did receive an email, but then after emailing back, received no further contact. I will edit if the issue is resolved.

Original message:

I wouldn’t recommend Elvie based on my experience. The quality of the parts is poor – the connection piece between the tubes and the hub broke after just four weeks of use, which made the pump unusable.

To be fair, customer service initially seemed great. They offered to replace the part as a gesture of goodwill since the pump was over a year old, and I really appreciated that at the time. Unfortunately, that’s where the positive experience ended. Six months later, after chasing multiple times, the part still hasn’t been sent. I’ve repeatedly been told it’s out of stock, even though it appears to be available on their website. I’ve been told their replacement stock is separate, which doesn’t really help when you’re left without a working pump for months.

On top of that, the cost of replacement parts is very high. With items like valves and diaphragms needing frequent replacement, it quickly becomes expensive – to the point where you may as well buy a new pump.

After six months, my pump is still unusable because they haven’t sent a basic replacement part. Overall, it’s been a really frustrating experience and not one I’d expect given the price of their products.

I had some issues with my Elvie Pump and it took a bit of time and troubleshooting to get to the right solution.

However, once my case was escalated, the customer service team was very helpful and handled everything professionally. The issue was resolved and I felt supported in the end.

Overall a positive experience.

IF I COULD GIVE ZERO STARS I WOULD! DO NOT BUY THIS PRODUCT! It is ridiculously expensive, it does not work, their customer service is HORRIBLE and they refuse to refund you for their expensive, defective product! It is beyond reason! As a new mom, this product caused me so much time and so much stress I cannot even begin to describe to you what a terrible experience this was. I decided on Elvie despite the ridiculous retail price because I wanted the freedom to move around doing a million things us moms have to do when we are caring for a newborn. On top of that I’m trying to run my business so I was losing my mind. There were so many problems with the pump all back to back. It is obvious to me that they treat their customers like guinea pigs testing out their products and then emailing long documents to trouble shoot and email responses back. No one is available to help you over the phone in real time which you would expect for such a premium product and for something as time sensitive as pumping breastmilk because if you don’t do it right away you get clogged milks ducts, mastitis, hospitalization, etc. They do not care one bit. I kid you not I spent MONTHS emailing them back and forth and they refused to send me refund. I just found out they filed for bankruptcy. No wonder. We should get together for a class action law suit at this point. They stole peoples money and ran off with it. So many dissatisfied customers. DO NOT EVEN CONSIDER BUYING THIS PUMP. They sell you a dream that quickly turns out to be a nightmare!!!

The worst experience ordering from this company. Took weeks to dispatch and when they did sent to the wrong address. Still don’t have my refund. Need to pump for my newborn. Have been ignored on so many occasions and wasted so much time I don’t have. Won’t send me a refund or let me speak to a manager.

I have used Elvie before and loved my Elvie Stride. So much so when my second baby was born my husband ordered another one. I have to exclusively pump due to baby being premature and have waited over a week for the product being delivered. I have chased and chased to get an update and nothing. For me this is my baby’s only source of feeding and I am having to use a broken pump while I wait for my new one to come. Even though it says next day delivery!! So disappointed.

Not understanding what my issue was , originally got the wrong pump parts , when I was told I’d get a complete replacement didn’t receive all parts. I continue to get the same issues of the cups opening and leaking and the milk getting in the tubes and it shouldn’t

Got this as a baby shower gift, it leaks like crazy! I wouldn’t order again in a hurry

I am reviewing this company once more as I am still terribly disappointed in their service. They responded to my previous review saying they were reaching out via email. No action has been taken by them.
I sent the product back via tracked delivery (at my cost!) as per their request, only to be told they can’t process a refund due to an “ongoing system issue affecting our warehouse operations”. They have had my return for 2 weeks now and I’m not getting any answers from their team. They keep saying it has been passed to the ‘escalation team’ but I’ve not heard from anyone and do not know whether there even is such team.
I am £243 down from the item I returned, along with a further £15 down after I was asked to pay for the tracked return. (I was only returning the item because it arrived weeks later than it should have been and I had to purchase the pump elsewhere).

I will also say the pump is rubbish - it leaks and it sometimes doesn’t actually pump (you have to dismantle and put back together again for it to occasionally come back on) so I would strongly suggest that anyone looking to buy an Elvie wearable should definitely look elsewhere as you will be much better off. I bought Elvie as I was under the impression it was a premium brand, due to the price of the item.. how very wrong was I!!

I feel so overwhelmed with this company. I returned a product to them 4 months ago and have emailed them 100’s of times and all they say is they have escalated the situation and thank you for my patience. No reason why it’s taking so long for a refund and why they can issue it. I find it so hard that a big company like this can not issue me a refund. It’s been 4 months and I have no resolution. I’m so confused and I plan to take all emails and proof of communication to court if I have to.

Great customer support!

Is there a zero star?
I bought an Elvie pelvic floor training device. It is far too big for my anatomy and has left me with an injury. I asked for a refunds. They say that they do not do refunds when product has been opened. So, buy and if that does not fit you, you have paid over £120 just to keep that device at home. This is not serious or scientific, this is a piece of rubber masked as a scientifically proven device. They erased my previous comment, this is how this company works. I will report to The Competition and Markets Authority (CMA). This is another company that needs to be investigated.

I purchased an Elvie pump during my first pregnancy, and it was amazing—the best pump I’ve ever tried.
During my second pregnancy, I noticed there was a connection issue with the pump. I contacted customer service, and the support I received was excellent. I spoke with several representatives, and all of them were kind, responsive, and genuinely willing to help.
The issue was eventually resolved, even though some time had passed since the original purchase.
I truly recommend Elvie products.

I love the pump itself - super convenient and subtle. However the website quotes next day delivery, but my pumps took a week to arrive. When I chased I was informed there were issues with the warehouse, but I think the company should have been proactive to let customers know, especially as the pumps are so expensive and I purchased them in an emergency to get my milk supply up and feed my twins.

1 star – Avoid at all costs

This has been one of the worst customer service experiences I’ve had.

I placed an order on 28 February (#324011) which was never delivered. I received no dispatch or delivery notification, yet Elvie later claimed it had been “delivered” by their courier.

I have repeatedly confirmed that I did not receive the parcel. Instead of investigating properly, I have been sent the same generic responses over and over again, asking me to check my property and household—something I had already clearly confirmed multiple times.

This has directly impacted my ability to feed my baby, as the product was essential for my pumping routine. The lack of urgency or proper resolution from Elvie has made an already stressful situation significantly worse.

I requested cancellation and a refund on 14 March, which was acknowledged, but this has still not been processed. I also raised a formal complaint, which has been completely ignored.

At this point, Elvie have:
- Failed to deliver the goods
- Failed to process a confirmed cancellation
- Failed to respond to a formal complaint

I have now escalated this through my bank and will be pursuing this further if required.

If this is how they treat customers particularly new mothers relying on their products. I would strongly recommend purchasing elsewhere.

Update as of 23rd March 26.

Further to their response below Elvie have responded via email with the same generic email as I have previously received. So no positive way forward again!

Hi,

I hope this email finds you well.

This is Magz, Escalations Admin here at Elvie and I am reaching out regarding your recent order with us.

We sincerely apologize that you have not yet received your order (LVO-69A2B984D70B0). We understand how important it is to receive your items on time, and we’re sorry for the inconvenience this has caused.

As requested, we have also escalated your case to the appropriate department to assist you further regarding your request for contact information to file a formal complaint. the

Thank you for your patience and understanding.

Best regards,
Magz
Elvie Escalations Admin

Update on 29th March 26

Despite acknowledging that I did not receive my order, Elvie have now stated they are currently “unable to process any refunds” due to an internal transition.

This is extremely concerning, a company’s internal issues do not override a customer’s legal right to a refund for goods not received.

I have now been forced to raise a formal dispute with my bank to recover my money.

This was one of the best customer service experiences I’ve had in years. Even though my product was out of warranty, the elvie team helped me find a solution and quickly! They truly are a brand that stands by their mission. They understand the importance of breastfeeding to moms who are doing so. Highly recommend this brand to all new moms I’m coming in contact with!