I bought the Luxury Mountain Buggy Duet about 9 weeks ago (had to wait 9 weeks to get it), I also purchased the carrycot to go with it. The Buggy arrived a couple of days ago and I was super excited to unpack it.
After assembling it I realised that the screw for the front wheel was faulty and would not screw on. The backrest was uneven and would not sit correctly, there were loose threads everywhere, the pram smells very strongly of plastic and the shoulder pads are not actually padded and consist of a thin piece of fake leather that falls down all the time.
So after paying over £1000 for everything I was obviously not happy.
I have never used the buggy because it is not possible to do so without a front wheel, it arrived faulty.
So I contacted customer service thinking that they would arrange a collection and that I would get my money back. but no.
They explained to me that even though the pram arrived broken I still have to claim it through the warranty, the same as for someone who has used the pram for a long time?!
She explained to me that if I don't then I will have to pay to send the massive box back and all the separate boxes with carrycot and rain covers. AND for me to send it back as a normal return it has to be in a sellable condition. Well, I wish that they had sent it to me in a sellable condition.
They have not been helpful at all and now I have to go through the whole process of sending pictures in and waiting for them to accept it as a faulty product even though THEY were the ones who sent me a faulty product in the first place?!
And as far as I am aware I will have to pay to send the other bits back that wasn't faulty.
My baby is due in 6 weeks and I have no money to buy a new functioning pram thanks to Mountain Buggy and their poor quality products and customer service.
AVOID AT ALL COSTS.
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