Online Shopper
Post-Delivery FeedbackAug 11, 2026
Very disappointing customer service and return policy
I would not purchase from a company again that does not offer a reasonable or straightforward return process. I accidentally ordered the wrong stroller. As soon as I realized my mistake, I contacted the online support team and then called customer service shortly afterward. I was able to reach someone fairly quickly, which I appreciated. However, I was told that even though the stroller had not yet left the warehouse, they could not change the order to the stroller we had originally intended to purchase. The two strollers were similarly priced and looked extremely similar, at the time I thought the primary difference was the color, which is how I missed the mistake when placing the order. I completely understand that I made the mistake, but I was very disappointed that there was nothing that could be done while the order was still sitting at the warehouse. What was especially frustrating was being told that it was "not a big deal" and that I could simply return it and pay the shipping cost. To me, this was a big deal. This was a purchase of nearly $1,000, and we had spent months researching and testing strollers before finally deciding which one we wanted. With a 10-month-old baby, I had been thinking about this purchase for over a year because I did not want to spend that much money on something unless I was confident it was the right stroller for us. I had noticed the option to pre-purchase return shipping when placing the order but I was confident this was the stroller I wanted. Unfortunately, I later realized I had selected the wrong stroller.
The customer service representative did eventually offer to provide a $30 prepaid return label, which I appreciated. However, that label was never included with the stroller. After receiving the stroller and reading through the complete return policy, we ultimately decided not to return it because we had no clear way of knowing what the total return cost would be. It appeared that we would not know the final cost until the stroller was received by the company. We were not comfortable taking the risk that returning a stroller of this size could cost hundreds of dollars, leaving us without a stroller and still needing to purchase another one. The stroller itself is nice enough that we decided to keep it, but the overall experience was extremely frustrating. I understand that policies exist and that the original mistake was mine. However, when an order has not even left the warehouse, I believe a company should have some ability to help a customer correct an obvious ordering mistake—especially on such a large purchase. Lesson learned for me. I will be much more careful about where I purchase baby products in the future. I will also be recommending that friends and family shop at a physical store or a company with a more customer-friendly return policy and better support when making large baby-product purchases.
The stroller may be fine, but the customer service and return experience left a very negative impression.