Joolz Reviews 

I bought a Joolz Aer2 + rest leg + bumper bar on June 17th. Still today June 24th (8 days after) the order appears as processing and there is no update on when my order will be shipped or delivered (I live in London)
I already sent emails to their customer support, and also called them , but no one picked up the phone or feedback by email.

Avoid ordering directly from Joolz at any cost - I wouldn't want to give them a single penny but if necessary, order via other resellers and not from Joolz directly.

Many weeks and many email follow ups later, I still cannot find out what the status of my order is. Never received a shipment confirmation and no one is responding to my emails. Cannot reach anyone on the customer care line either. Really frustrating for parents already stressed about preparing for birth.

Edit, June 30th: A few more emails later, still haven't heard back. The replies here are almost shameful as they do not put their money where their mouth is. Really wish I had checked Trustpilot before I went with Joolz as this seems to be a common problem and not an isolated issue. The customer care line number advertised on their website is also not a real customer care line as no one ever answers. If I didn't know this was a real brand I would have been sure I got scammed. Really the worst, worst ordering experience I ever had.

Fantastic product (Joolz Aer+). Nonexistent customer service.

Try emailing them, you will not even receive a reply. I emailed them twice, once to request an order amendment, then another time to request a product return as the order amendment request was ignored and the wrong item was sent. Both emails were never even acknowledged, nevermind replied to nor acted on.

Brilliant quick delivery. 5* company. I accidentally left a 1* review and dont know how to remove it but I'll keep trying. Wonderful product and service. Thank you

Super fast service! Items were delivered before promise date which was amazing. Customer service was also super helpful!

I have not received my order and I don’t know when I will as customer service still hasn’t responded.

Unbelievably quick delivery, easy ordering process and fantastic product. We got the joolz aer2 and new carrycot. Really nice and compact, fits into our v narrow hallway. Brilliant folding system. We tried the Joolz aer2, egg, bugaboo and yoyo - this comes out on top for us and a better price too.

It was a very poor experience as I have received confirmation of purchase on 8/6/25 with a promise of a tracking number but it is now 17/6/25 and I gave not received my purchase nor any further information.

I emailed and tried to call all day long, left messages, nobody ever got back to me.

I can't say enough good things about the Joolz Aer+ and the Joolz company as a whole. This stroller has truly exceeded all of our expectations – it’s sleek, lightweight, and incredibly well-designed. From the very first use, we were impressed by how easy it is to fold and unfold with just one hand – perfect for busy parents on the go!

The build quality is top-notch. You can feel the durability and attention to detail in every part – from the smooth wheels to the comfortable seat padding. Our baby loves riding in it, and we love how compact and stylish it looks. The ventilation is great for warmer days, and the extended sun canopy provides excellent protection.

What also stands out is the customer experience. Joolz as a company truly cares. Their sustainability values, thoughtful design, and friendly support team make them a brand we genuinely trust and admire.

We’ve tried several strollers, but Joolz Aer+ is in a league of its own. Highly recommend to any parents looking for a high-quality, travel-friendly, and beautiful stroller. Worth every penny!

I am updating my review following a frightening safety incident with the Joolz Hub2. My baby became trapped between the chassis and the handle, and it required significant force to get her out. It was a very distressing experience for both of us.

While customer support initially responded saying they took the matter seriously, the communication stopped there. Despite my request, I never heard from a senior staff member or received any information on what actions they would take to prevent this from happening to others. After I sent in photos etc, I literally heard nothing...This lack of communication and transparency makes me feel that Joolz isn't prioritizing safety issues, and I feel a responsibility to warn other parents considering this pram.

Good products! Both look and usability. Customer service is great as well. They’re friendly and have good solutions at hand.

They sent the item to the billing address instead of the delivery address (which are actually quite far the one from the other as it was a gift)

I tried calling and contacting by email without any success. +400€ with an appalling or non-existent customer service.

Spare parts should be visible from several angles so you know if they are compatible with older models.

The basket frame on my Joolz pram snapped and I reached out to customer support to sort out a replacement, both through the Joolz website form and by emailing info at joolz.com.
I bought the pram from the Joolz website directly when they still offered lifetime warranty. I would even be happy to pay for the spare part but it's not available for sale.
I am very disappointed with the experience for receiving service, especially reading all the reviews online that they stand by their warranty - the info on the website about how to receive service is very confusing and they ask to contact the retailer. In this case, they are the retailer, but I haven't received any communication back.
It's a shame because it's a good pram but the customer service is non-existent, and it was one of the aspects that made me decide to buy it in the first place. Will not recommend to others.

I ordered my pram a week ago, which gave plenty of time for it to arrive by this Friday when I go on holiday and need to take the new pram with me. It still hasn’t been dispatched, and I was told on Friday that there was a ‘system update’ (seems to be their excuse reading other comments…) and that it was being dispatched that afternoon. Of course, it wasn’t. I’ve now tried calling all morning to chase, and it’s going straight to voicemail. I’m flabbergasted why this company, which has such incredible products, has ZERO customer service. My advice? Order directly through a reliable 3rd party like John Lewis. So sad and disappointed, it’s really changed my views on Joolz.

When entering my address, the system only registers the street and number, but not the floor number and door letter. I’ve been dealing with the delivery company (which is a chapter on it’s own) to get it ammended with no success.

Order hasn't arrived after 3 weeks

We have the Joolz AER+ and it's brilliant. I love the buggy itself, and as we bought it to go away on holiday with, I ordered some accessories to make it as comfortable as possible for my son.
So far, I've heard nothing and despite sending an email chasing the order, I've received nothing.
I placed my order on the 18th May, well over a month before I need the items so there has been plenty of time to ship them. Really disappointed at both hearing nothing from the customer service team and not getting my order

They take weeks to action and reply to returns. I bought some accessories nearly a month ago and I’m still waiting for this be actioned. This has been one of thee worst customer experiences I’ve had. So much so I’d never recommend anyone to buy from them. They feel like a SCAM company because they move so slow in the hopes you’ll keep your order.