Willow Pump Reviews 5

One pump stopped connecting to the app after 1 week of use. I spent 35 mins on the phone with a support tech who hurried through their instructions and couldn't solve it.

Then he told me to keep my line open because

Within 6 weeks of purchase, one pump started clicking and shutting off randomly. Then the second one followed suit. Now I’m spending nearly every session hitting the pumps on my chest just to get a few seconds of suction at a time. I’ve done every single troubleshooting step they suggest, and nothing has worked.

Worst part? The customer service is a total nightmare. I’ve spent HOURS chatting with different agents who make promises they don’t keep, repeat the same questions over and over, and keep “escalating” my case to nowhere. It’s been over a week. They’re replacing one pump, but won’t replace the other because of a firmware issue even though the app won’t let me update it, which is probably part of the same defect.

When I asked for a contact email or someone higher up, the rep refused. Flat out refused to give me a way to escalate and then asked me to be patient. Yep, you read that right!

I’m mentally and physically drained from dealing with this. I’m trying to feed my baby and instead, I’m fighting my pumps every single day while they refuse to take an ounce of accountability. I will NEVER give Willow my business again.

Great experience for 3 months. App seems like a useless feature for me. My guess is that the Go is built on the same platform as the fancier pulp that has more data collected in the app. Then right when returning to work it stopped properly pumping. It never worked right after that despite update after update and new replacement parts. I’ve wasted lots of my precious time trying to troubleshoot with their representatives, including receiving survey after survey on how the service was for emails they never responded to. Calling got me someone but enough time had passed since the last troubleshooting session that I needed an update once again. None of the updates fixed the problem, and, despite its age, my Freemie pump IS consistent and reliable. Very disappointed that something that was supposed to make my life easier made it harder in the end.

Reached out because my Willow go pumps didn't work properly. Got approval to get replaced after multiple emails, chat, and a phone call and a 48 hour wait. While waiting for my replacements I never got any shipping information. Reached out again and they were out of stock and I would have to wait another week to get replacements was told they would email me with options, which was $25 coupon. Called again to explain that I can't wait till next week, was told I would have to wait for a supervisor to contact me. Got a phone call saying they would send out a new kit the next day. 2 days later I reach out again and am told I will get shipping information when it is sent. No one can give any real answers without at least a 24 hour or longer wait because everything is through email, even when you call they say they will email you back.

DO NOT BUY!
Bad customer service.
So-so product which needs special bras.
No one knows how to size the pumps, very poor education of purveyors and their own customer service reps; coaches are the only ones who are knowledgeable, and they take several phone calls to get on the phone.
You cannot return the product, since it’s considered medical equipment, this is BS, there are plenty other products out there that are medical equipment and that can be returned.