Joolz Reviews 1,037

I purchased a Joolz through another company and have an issue. This was delivered to me 4 days ago. The company are great at responding but they have not even replied yet to them regarding a problem with the seat or my email. I have a 13 month old I need the stroller for everyday as my other one broke. I have seen the customer service is shocking from reviews and I don’t have weeks to wait for a solution. There is no free number to call as I’m from the UK and I need this sorting urgently

It’s been over a month waiting for a solution from Joolz for a stroller that broke after only 6 months of use. No response so far, and my 16-month-old daughter needs it every day. I urgently need a solution!

I reckon there's a reason you seem to see every other family have that aer foldable pushchair. It's wicked compact and still sturdy

DO NOT ORDER FROM THIS COMPANY. THEY HAVE NO SUPPORT AND WILL NOT HELP YOU.

I have a package stuck at Fedex for over 3 weeks and have sent Joolz support 15+ emails with no response. I have called them daily, they do not pick up.

I will have to issue a charge back for items that I will not receive. There is no support from Joolz. DO NOT ORDER FROM THEM DIRECTLY.

There is no customer service phone number you can call for immediate service. They take days to respond to a simple email. They don’t honor their own warranty policy. Extremely disappointed after spending nearly $500 on their terrible stroller that broke within 3 months.

Hi,

I’m really disappointed as the product is not cheap I would expect better customer service.
I contacted the customer service by email and I didn’t have any reply. It’s unbelievable that there isn’t a UK phone number for the customer service.
Although I’m paying for the delivery there isn’t an option for express delivery.

I bought the stroller “Day5” in December last year. The child was born at the end of January. We were using the stroller and suddenly stains appeared on the metal structure that could not be washed off! We contacted customer support, explaining the problem that had arisen. After that, the stroller was taken away for inspection and we received a response that they could not identify the cause of the stains and that all metal parts needed to be replaced. The cost of replacement will be compensated by 50%! However, I would like to note that this stroller is from the expensive segment of the current market, and it has a one-year warranty! However, under the warranty, a replacement was refused. And there is no guarantee that this problem can arise again in the near future!

It is with a sense of deep frustration that I write this review.
I ordered some accessories for the Joolz Aer+2 and then had to return one of the items.
As of today, I have waited for more than 3 months for my refund and still Joolz cannot provide a timeline for the refund to come in and they have just acknowledged that "it has taken longer than it should have"...oh well...you don't say!
I am left frustrated and I am honestly terrified by the idea that the buggy I purchased might have a problem one day and that I have to deal with this poor customer service once again!

The customer service is shocking. It isn't worth buying a pram at the risk of ever having to use their customer service. My buggy brake is broken which is not only inconvenient but dangerous. Since June I've been trying to get a new pram sent to me under their supposed warranty. For months I've been waiting with no pram, no delivery updates, weeks between email communication, and all the while a broken buggy. Only purchase from them if you are happy to accept that if something goes wrong the warranty is pointless. I was going to wait to review as I fear this might delay my problem further but I can't face others having to spend so much money to experience such nonexistent service and warranty. When I asked for compensation, I was offered a pram light for nighttime walks. Unsurprisingly with a broken pram I'm not even doing evening walks! Moreover in some sort of joke the compensation pram light was delivered and the pram still hasn't been ... Ridiculous!

Very bad customer service. After i been told that my order was cancelled and will no be shipped today I revived the order. Had to call 4 times and left 4 voice message and no one call me back.

Great products. Super fast delivery. Very impressive

I was not able to enter my promo code on time for a 10% discount. I tried to cancel the order (not allowed) and called seven times (no answer, no returned call after leaving a message, and no reply to my email). Instead of giving me 10% discount which is available to ANY new customer, I am told to send the stroller back and buy again. This is bad for the company and bad for the customer. I will be unhappy and not recommend this company again and the company will pay for shipping THREE times AND give me a discount. This is foolish procedure.

UPDATE: I did get my refund in just under a month, despite receiving conflicting replies from employees. The product seems good. This experience does make me question whether or not I would recommend this when a friend or relative asks.

I ordered Joolz Aer+ on 12th august 2025 along with the bumper bar. When I bought, both item were in stock and to be delivered within 5-7 business days. The bumper bar arrived on 14th august but the buggy didn’t. Contacted the customer service but haven’t heard anything from them. Was meant to be used for the holiday but sadly no update regarding the delivery so had to use baby carrier. Very disappointed, unsure what I am going to do with the bumper bar without the buggy.

Your website is missing information about age or weight for the baby car seat. Good navigation but too simple. It took me a while to find those information. If I had never seen your brand before or if it wasn’t recommended by friend I would have give up. Also, unclear about the warranty on car seat, couldn’t find the info at all.
Currently waiting for my product so let’s see when I get it.

Joolz probably has the most thoughtful and sleek designs there is in the pram / stroller market -
I already got the Joolz Aer for travel and space saving and also ordered the Hub with the Cocoon so I can take my Baby out and about. Both the Aer and Hub are great - thank you Joolz for designing thoughtfully, sleek and easy to fold designs.

horrible service. wrong product recevied. no one answers the phone. no reply to multiple emails. can't use the stroller for our newborn

The order is being shipped only after a week and also the delivery itself takes time.
The order is shipped not in full, so some accessories are still not shipped.

The support just is not there, not by email, not over hte phone.

Order # 00431832. I’ve emailed and called multiple times with no resolve. How do I get the tracking information and estimated time of arrival. I am traveling at the end of August and need the stroller. the website only says in progress

We ordered Space Black stroller and they provided Sandy Taupe. Really disappointed with the error.

As of 12th November, the issue still hasn’t been resolved, and we haven’t been contacted by the Joolz team.

We appreciate your effort to look into where the mistake occurred and hope the correct item can be sent as soon as possible.

I just bought the Joolz Aer+ on Tuesday night and they sent it yesterday morning and I have the delivery today morning, really fast delivery and the pram looks amazing I cant wait to use it.