Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/11/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered on Nov 23, 2024 a stroller bundle "Bugaboo Dragonfly Bassinet Stroller Travel System Bundle. Received Nov 28. All four of four packages severely damaged (photos). Contacted the company on November 28 as to what they would like to do to fix the situation. Response on Nov 28: "...kindly allow us to coordinate and report this to the right department to address your case properly." No response after until I sent follow-up requests. Very unclear what the plan was, they responded on Dec 4 that they put in a "request" for a replacement. I received one replacement package that is even more damaged than any of the first four packages ("replacement" attachment) - I am not sure whether they intend to send another 3 boxes to replace the initial four items. I wrote again on Dec 8 the replacement was severely damaged. On December 10, they wrote: "...please be aware that the shipment and delivery of the package are handled by ***** and are their responsibility. Before the carrier picks up the order for delivery, we ensure a quality check is performed." I have tried to call multiple times their *********** number and it does not work - you wait on hold and it automatically hangs up or hangs up immediately. I receive packages all of the time - they never look like this. Moreover, the taping job on the replacement box with the bugaboo logo clearly shows this should not have passed their claimed 'quality inspection' prior to being shipped. I would like to be refunded entirely - dealing with this company has been beyond frustrating particularly as they claim to be such a high-end premium brand. Thank you for your assistance - I hope others will avoid this company in the future as well.

  Business Response

  Date: 12/11/2024

  Thank you for sharing your feedback. We truly understand your frustration with the condition of the packages you received, and we deeply apologize for any inconvenience this has caused. We always strive to provide excellent service, and we take your concerns very seriously.

  While we acknowledge that the packaging you received was damaged during transit, which unfortunately can happen, we want to assure you that the quality and condition of the actual products inside is our priority. We always conduct thorough quality checks before shipping, and we were disappointed to learn that your experience did not meet the high standards we aim for.

  Please be assured that we take great care in packaging our products to ensure they reach you in perfect condition. However, once the packages leave our facility and are handed over to the shipping carrier (in this case, ******* any damage that occurs during transit is unfortunately beyond our control. We can assure you that we do not ship any damaged boxes from our warehouse.

  We have asked you if you can please check the actual item to see if there was any damage or issues but have not received confirmation either way. t's important to note that the exterior packaging is designed to protect the product during transit. While it's not uncommon for packaging to experience damage in transit, the product inside should remain unaffected if the packaging has served its purpose. We hope this explanation helps clarify the situation, and we appreciate your understanding in this matter.

  If you would like to return for a full refund, our team would me more than happy to prepare pre-paid labels for you to do so. Please let our team know if this is the desired solution. 

   

  The Bugaboo Team 

   

• Initial Complaint

  Date:06/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new bugaboo butterfly stroller in November 2023 and the sun shade canopy broke during normal use - now there is two metal rods poking out right near my child's face rendering the stroller unsafe. I have contacted bugaboo twice through their online warranty form and never heard back - I have been trying to call them and the phone just rings, now when I call again the phone rings then the call ends. It is impossible to get ahold of the company although they provide a 4 year warranty. I would like the stroller replaced.

  Business Response

  Date: 06/18/2024

  Hello!

  I am very sorry to hear you are having an issue with your stroller. We would be happy to assist with warranty. Unfortunately, we do not have any history of claims or product registration under your name. We can help identify the issue for you by sending to the following to: *************************************

  Address (U.S or ******)
  Phone Number
  Your strollers serial number
  Valid Proof of Purchase (receipt) showing the purchase of your Bugaboo stroller
  Clear photo or video of the issue/damage you are experiencing

  Customer Answer

  Date: 06/22/2024

   
  Complaint: 21867647
  
  I am rejecting this response because:  i have filed two warranty claims and they say they dont have them plus tried calling and no one answers the phone.  i have emailed the information but until this is resolved i do not accept the response.
  
  Sincerely,
  
  ******

  Business Response

  Date: 06/25/2024

  Hello!

   

  According to our records, the customer opened a case on June 22, 2024. The below response was sent on June 24, 2024. The issue can be easily resolved and does not require any replacements.

   

  Hello ******,
  
  
  Thanks for the information. This is really helpful for us to identify the issue. 
  
  We are very sorry for the issue with your Bugaboo Butterfly stroller. Good news - this is a common issue with a simple fix. So to help you, we kindly ask for your cooperation to follow the steps below to resolve the issue. Unfortunately, a replacement part will not prevent this issue from occurring again as the wire just needs to be securely placed back in position.

  After doing these first 2 steps, please click the link below to see our demo on how to slide back in the wires to the integrated sun canopy clamps. 

  **********************************
  

  Please let us know if you have any additional questions. 

• Initial Complaint

  Date:04/09/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi, I have the Bugaboo Ant stroller and am experiencing problems with it since the beginning of time. The handle bar keeps slipping into itself when wheeling the stroller out doors. Bugaboo is asking me to send a video clip, which is something impossible to record. they are welcome to come test and see for themselves. I can not record while also using the stroller. This model was discontinued faster than any other model. It is obvious that it is not made well, as it was discontinued so early on. Also, changing the seat position from rear facing to front facing can take many tries before being able to disconnect or connect the seat back to the wanted position. And, the hood keeps breaking as it is not a snug and secure fit. Please send me a replacement. This piece is faulty and I want it replaced to one that will not have so many issues.Thanks

  Business Response

  Date: 04/09/2024

  Hello!

  We am very sorry to hear you are experiencing any issues with your Ant. The reason we ask for a video is to be able to best assist you with any replacements parts, and provide an accurate assessment of any issues you are having. It looks like we addressed a warranty issue and sent a replacement part in December of 2022. 

   Based on your account, your stroller's warranty expired  on 12/4/2022. We are always available to provide trouble shooting, as well as pointing you in the correct direction of any replacements needed to safely use your stroller. After the warranty expiration date, the customer would be responsible for maintenance and purchasing any replacement parts.  

  As far as the availability of the Ant, we routinely review our product lineup. To keep our offer to consumers clear and concise, to assist them in making choices based on their specific needs and clearly define functions and benefits of each stroller, we decided to eliminate such overlaps. We have chosen to discontinue Ant as functionality and benefits it provides can be taken up by other strollers in our portfolio.  

   You can reach us via live chat, email, or phone:

  Mon - Thurs 7:00 am - 4:00 pm | Fri 7:00 am - 1:00 pm (Pacific Time)
  ****************
  *************************************

   

  Customer Answer

  Date: 04/12/2024

   
  Complaint: 21524337
  
  I am rejecting this response because:
  In 2022 all that was replaced was a wire to keep the hood up. Which by the way never fit properly and caused the clip that is currently broken to break. The fact that the handle bars keep on falling in while walking was never addressed. I complained about it when the stroller was brand new and in warranty and got no help.

  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After much deliberation about which carriage to invest in for my new baby, I received the Bugaboo Fox in November 2018 since I heard many great things about it. However a few months later, the front wheels were not pushing easily anymore, and weren't swiveling back in to place properly. Bugaboo sent me replacement wheels on November 13, 2020.I replaced the wheels in the last winter, at the end of Winter 2023 andI replaced the wheels just a couple of months ago after moving to a new area and the push was smoother for the first few times. Currently the front wheels jam when they get swiveled a bit they don't straighten back out. This prevents me from being able to push the stroller forward and becomes increasingly difficult in tighter spaces. Instead of the wheels swiveling and going back into forward position it gets jammed. And if I continue pushing the carriage, it tilts forward. This is extremely concerning especially after happening while crossing the street leaving me stuck in the middle of the intersection with no way of getting out of the way of oncoming traffic in a timely manner. This posed a great danger to my daughter in the stroller in addition to myself.I reached out to Bugaboo again regarding this issue on December 30, 2023 and have not received any kind of response from them. I repeatedly tried emailing them and have also filled out their contact form online.I am extremely disappointment that a company who is supposedly #1 is customer satisfaction and safety has ignored my numerous attempts at contacting them, especially when there is safety concern involved.I am hoping that you will be able to intercede on my behalf and hopefully come up with some kind of resolution to my issue.P.S. I don't believe replacement wheels are the solution since the wheels are fairly new.

  Business Response

  Date: 04/09/2024

  Hello!

  We are very sorry to hear you are having an issue with your Fox's wheels. We have checked the history of your account and do see we issued replacement wheels in November of 2020. We serviced you again the following month, by providing cosmetic grip replacements. Based on the registration information, this stroller's warranty has expired on 11/26/2020. Bugaboo is of course available to provide any troubleshooting and point you in the direction of the correct replacement parts but the customer is responsible for regular maintenance and purchasing replacement parts once the warranty expires.

  Bugaboo is available via phone, chat and email and we unfortunately do not have any open cases from you. See below our contact information and business hours:

   Mon - Thurs 7:00 am - 4:00 pm | Fri 7:00 am - 1:00 pm (Pacific Time)

  ****************
  *************************************

  Customer Answer

  Date: 04/16/2024

   
  Complaint: 21509751
  
  I am rejecting this response because:
  I already replaced the wheels with brand new wheels and this issue is not better.  Obviously the problem is not the wheels. I would like to know from you what you would suggest since I cannot afford to purchase new parts if it won't help the issue on hand.

  Please advise asap since it is extremely dangerous as the wheels jammed while I was in an intersection and was having difficulty getting out of the way of oncoming traffic.

  I value your commitment to customer satisfaction and safety.

  I look forward to hearing from you.

  Thank you

  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/19/2024

  Based on the registration information, this stroller's warranty has expired on 11/26/2020. If you feel the stroller is unsafe, we would advise discontinuing usage of the stroller. Bugaboo does not recommend to continue using a stroller if you feel it is unsafe. 

  Bugaboo is of course available to provide any troubleshooting and point you in the direction of the correct replacement parts but the customer is responsible for regular maintenance and purchasing replacement parts once the warranty expires.

• Initial Complaint

  Date:06/02/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order date: *** *** ***** Order number: *****XXXXXXXX. The order did not arrive and the Bugaboo customer service did not offer any support. They say to file a claim with UPS and contact my bank to dispute the charge. I want a refund or replacement order from Bugaboo.