Joolz Reviews

No one replies to emails… I was initially asked to email customer services who would register my warranty for me as the web form wasn’t working. I did this about 3 weeks ago and haven’t heard back.

No one is responding to my Facebook messages now either. I’ve chased on email again but a bit worried that I won’t get a warranty and I’m going on holiday with it next week.

Date of experience: 11 May 2024

They were very helpful explaining the replacement product I needed and gave me a 20% off coupon too!

Date of experience: 17 August 2024

Customer service is very bad. It is very difficult to return any item and receiving a message from Joolz customer service takes a long time. Any other brand allows the customer to return or exchange any item using their website very easily but for Joolz it is not possible. It has to be manual and send and receive emails waiting for responses that take several days

Date of experience: 09 April 2024

Unable to register my stroller for warranty. I have used the online customer support form on the UK website and it’s been over a month and nobody has responded. I can’t find a uk customer service email to write to and ask for help getting my warranty. Can someone from Joolz please let me know how I can get this sorted.

Date of experience: 07 April 2024

I love my Joolz AER and also had a Geo for my daughter from birth. She’s now 3 and the AER is perfect for nipping to the shops, helping out on long walks and travelling. It was perfect on our recent holiday - it’s so easy to use and lightweight and so many people complimented me on how fab it is! I love all the accessories and attachments, making it so easy to grow with your little one. I wouldn’t choose any other brand and would highly recommend Joolz to any parent

Date of experience: 08 June 2022

I've ordered a cot for the stroller (aer).
It arrived in 7 days, but unfortunately broken. One of the side bar was bent, bottom had few cracks.

At the web site is written that it is possible to exchange item or get a refund, but unfortunately I only got errors trying to submit the issue.


I've contacted support via email but they only sent me instructions "how to fold the stroller" ignoring the fact that construction of my cot arrived damaged.
I asked few times for exchange again, but have not received any answer. Almost a week of silence.... I am very disappointed by service and do not recommend ordering anything online

Date of experience: 09 March 2024

Quality product is amazing.
Technical support and client service work really well.
They response quickly and they are great problem solvers.
I am super happy.
Highly recommended

Date of experience: 05 March 2024

We did not see the stockouts in your website. We ordered two different colors of same model but your customer service turned us negatively.

This was really one of the worts customer experience that i've ever faced with.

Date of experience: 21 March 2024

This 1 star to speak about an offer that was given (paid for) and then withdrawn and they put a much more expensive option in my path with a pathetic discount whereby I still would have paid double the original deal.

As for the products themselves, I got them 2nd hand and I am very happy with them and I would encourage anyone to get these 2nd hand. The original prices are far too high for my liking. My child is very happy in their prams.

I am only writing this because I got 3 or so reminders to put a review.

Date of experience: 06 March 2024

Excellent pram and amazing after-purchase service by Joolz. Our HUB+ is an exceptional pram that we enjoyed for 2.5 years with our first and now is being used for our second baby but we also use it for our first who is a toddler by swapping the seats over. There was a problem with the chassis that became worse with our second child and made the pram hard to use. We told Joolz about this issue, sending photos and videos of the problem and were extremely happy to have a swift response from Liseth of the customer support team and a fast replacement for the whole HUB+ as the chassis seemed to be faulty. I highly recommend this excellent product and customer support. Thank you!

Date of experience: 26 July 2023

Int the spanish webpage, prices are shown againts the EU law avout VAT pricing. The prices shown don't include VAT, it's only visible as a subtotal of the cart.
So if you are watching the pricing of accesories prior of purchase of the stroller, you will be seeing prices 21% cheaper, wich is the import of VAT that would be charged in the moment of paying.
Edit: Example, the item "colchoneta Joolz" which in the page is for €49,95 when added to the cart appears the item price (€49,95) shipping (€3,95) and "Impuesto de venta" (€9,72) which amounts for "Impuesto de venta" as a 18% of item price + shipping. I've send a screen capture stating this.
Edit (2): Reviewed the invoice, i've seen that the invoice separates clearly the VAT, and the total amount is without vat, but individual elements are with VAT. Also the VAT import is different in the cart (9,72€) than those in the invoce (9.35€) Very confusing. So, the web prices are finally with VAT. Please review the presentation of the quantities in the shopping cart, because is misleading.

Date of experience: 13 May 2024

We are so happy that we decided to purchase the Joolz Aer+. It's lightweight, so easy to manoeuvre and fold with just one hand. It's also ideal to have it ready when leaving the plane. It has made our airport journeys so much easier. Quite sturdy and great for city travel. The recline system could be better, but I don't find it terrible. I wish it came with the leg rest, but overall we're quite happy with the purchase

Date of experience: 14 March 2024

Happy with the product but the customer service is TERRIBLE. I tried using the return form several times but this did not go through so I emailed twice and called 3 times regarding an order/return but not once did I get a response. I even reached out and sent a message to the facebook page but still did not get anything. It's been 3 weeks since this has been on going. Seriously, what else do I need to do to get some feedback and action.

Date of experience: 09 September 2023

ABSOLUTELY LOVE our new Aer stroller. Have taken it on 3 trips abroad and it fits into all overhead compartments. We originally purchased it for our 3 year old but it has been great for our 5month old as well. The one handed collapse and erect is a dream. My one and only issue (which isn’t really an issue) is that if you use the front bar you can’t collapse the buggy completely flat, it needs to be removed. Have recommended to all my friends. Ooh also love that it has a lifetime warranty!

Date of experience: 24 June 2022

Very bad experience with the shop.. Doesn't respect delays, impossible to reach.. Not to be recommended. Had to cancel and ask for a refund

Date of experience: 25 July 2024

Wasn't very helpful at all still waiting for cup holder, was my fault I ordered wrong colour bar however bar hadn't even been sent and wouldn't even just swap for change of colour had to wait for it to arrive then send back

Date of experience: 22 July 2024

I bought Joolz Aer stroller duo (stroller and crib). Both the crib and the stroller were broken even before using them. It took more than one month to replace the crib and over three months to replace the stroller. Customer care usually doesn't answer emails or need to be solicited more than once to obtain information or help. I had to make a return of an object bought on their website and I had to write them several times to finally get refund. I DO NOT RECOMMEND THIS BRAND AT ALL!!!

Date of experience: 01 January 2023

As others stated, customer service is ridiculous. Aer pushchair is unusable after only 8 months as the brake keeps locking in the middle of the road and was offered a £15 accessory for daring asking compensation of getting a pram my baby won't risk dying in! Not recommended at all.

Date of experience: 16 January 2024

To be honest, I do not understand why there are a lot of negative reviews. While I do understand that everyone's experiences are different, mine was absolutely terrific. The customer service was very helpful and the delivery came through right on time. Let alone the quality of the stroller.

Date of experience: 14 August 2023

I placed an order and was immediately charged via PayPal, but my order hasn't been dispatched even after a week. Despite the promise during the purchase that the item was in stock and would be delivered within 2 to 5 working days, this has not happened. I placed the order in Germany, where Saturday is considered a working day, and I waited an additional day before deciding to ask for a refund

Here's a summary of my attempts to resolve this:

I sent a message through their website – no response.
I tried calling the number listed on their website: +31 20 630 48 87 – no sound.
I tried calling the finance team number listed on PayPal: +31 20 630 48 88 – no answer, just an answering machine after 5:00 pm CET, stating it was a public holiday in the Netherlands. I wasn't aware of any public holidays this week, which makes it concerning that nobody answers during the day, and the answering machine gives an incorrect message after working hours.
I called another number I found on their website, but it directed me to a different online store in Denmark, which surprised them as well.


I emailed finance(at)my-joolz.com, the contact provided by PayPal, but received no response. Same with info(at)joolz.com

As a result, I've requested a refund through PayPal and placed my order elsewhere due to the lack of response and resolution. I hope this feedback is useful to everyone, to avoid this shop unless they take serious actions

Date of experience: 01 August 2024