Ergobaby Reviews 

I did a purchase of a Metro 3 Deluxe with 4 accessories and I only got the accessories. Their phone number is not available during the whole morning and nothing, also only have a German number so it is costing me international call costs. The email in the website is incorrect and the chat is useless too as only the bot answers and no representative is available. I feel scammed

I ordered a sleeping bag on 25 July. Received an email on 27 July asking to review my address details. I responded on the same day. Today is 12 August. Complete radio silence. Their website is broken down. No customer service email has been responded to. My order is not being sent. Don’t know if it ever will be sent? Guess I just lost some money to appalling customer care.

★☆☆☆☆
AVOID, AVOID!!

This is the first negative review I have ever written online. In fact, I almost never leave reviews at all. However, my experience with Ergobaby EU has been so disappointing that I felt I had to share it.!!!!

After sending multiple emails over several days, I received little to no meaningful assistance. My issue was time-sensitive, as I needed to update my delivery address and arrange a return, yet my emails were largely ignored. Because of this lack of communication, I was left uncertain whether my request had even been processed.!!!

What makes this even more frustrating is that this is not a budget brand. Customers spend a significant amount of money expecting premium products and premium support. Ive made an order with not a small purchase, and when issues arise, customers deserve prompt and professional communication.!!!!!

We know that serves parents and babies—an area where trust, reliability, and customer care should be a top priority.!!!!That is exactly why I find this experience so shocking. I genuinely cannot believe that such a well-known international brand treats its customers this way.!!!!!!

Also, I was unable to register my return through the website at all. Without customer support responding to my emails, I was left with no way to proceed.!!!!!

Based on my expirirnce, PLEASEEE PEOPLEEE….
DO YOUR SELF A FAVOR;
PROTECT YOUR TIME, YOUR NERVES, AND YOUR MONEY!!!
DO NOT
ORDER FROM THIS WEBSITE!!!!!!

(( Unfortunately, my matter is still unresolved, and the saga goes on…..)))

Experience has shown that sometimes internet supply can be fraught with risk. I had ordered via a major retailer who passed the order to Ergobaby for direct dispatch, which they did, unfortunately it was delayed more than anticipated, probably by the XMAS loading uplift, then when it arrived, it was damaged and didnt work properly. Here is where Ergobaby went, in my view, above and beyond. They arranged collection and because we were due to travel on 16th Jan, having ordered nearly 4 weeks before they refunded what I had paid as I had to go to buy a travel pram locally. It is not necessarily the products that are always rated, but Ergobaby customer service and support did an amazing job. Thank you.

Awful. Ordered replacement buckle for omnibaby - hadn't turned up after two weeks so emailed. They didn't respond to first email, their chatbot was useless; they responded to second email to say basically naff off until it's been a month!!! Absolutely terrible customer service. Would not recommend.

Update: Received another email saying again that they just send in an envelope and can't track, and to wait until Monday. I ordered on the 12th June, paid 5 for postage, in addition to the frankly obscene cost of 5 per buckle - what are you spending that postage money on as I can tell you, business postage for two small buckles doesn't cost that. Good customer service would be posting out again free of charge, and not after at least two weeks of an item not arriving - has you done that, you would have had a happy customer. Even the below process is ridiculous - why not just ask me for my order number rather than wasting even more time going through trustpiliot. As it is, I'm still without a working omnibaby carrier. Order 789813.

When you pay a premium price for a carrier you expect the same level of quality service. I ordered my carrier awhile ago and still have yet to receive the goods. The tracking numbers provided are not working. I’ve not received an email response back to my customer support queues. The UK customer phone support line doesn’t work. I’m beginning to think the whole company is a scam. It’s just so disappointing and don’t know if I can ever expect to receive my carrier? I should’ve gone babybjorn …

EDIT: they give you a generic reply (as below) - the customer service team ensured I would have a working tracking number as of two days ago and yet still all the links they provide result in an error message. There is still no hope of receiving the purchased goods. If I could give negative or zero stars I would.

Products are good, however I would recommend not ordering from Ergobaby directly

Delivery took 10 days, and then when we wanted to return our item Ergobaby did not reply to our multiple emails, nor their chat, nor their phone lines which just go straight to an automated message and nobody picks up.
Their returns portal doesn’t work.
We are still waiting to return our item as per our consumer rights

It seems the only thing they reply to is Trustpilot reviews!

Requested refund (well within time frame to do so, plus I only require a refund because the delivery was so delayed) weeks ago but have heard nothing. Sent multiple emails but heard nothing. Seems I will have to instruct a solicitor to obtain a refund. Outrageously bad customer service.

The products are high quality. The problem is customer service and replacement parts. For example the a wheel for a metro plus deluxe is no longer available (3 yr old model)

This is totally unsustainable and means perfectly good products are scrapped due to loss of a small part.

Terrible customer service. I needed support with a return which they took ages to get back to me for a simple question. I returned the items and am still waiting for my refund nearly a month after the tracking says it was delivered. Again, I can't get hold of anyone via customer services and just have to wait until someone can be bothered to reply to my email. I would never order from them again. It is a shame as I have always liked the brand.

Had a failed delivery (not Ergobaby’s fault!). The contact with customer support was great, very understanding and quick!

Had a fast delivery with the 2nd attempt!
The embrace carrier is amazing, very easy and fast in use! My daughter loves it! She likes to be carried around frontal and backwards. It makes her sleepy when she needs to be and happy by looking around when she’s awake!

Very quick response and excellent service.

I've been waiting for almost 15 days for them to send a return label so I can return the product, and I still haven't received it.

Excellent product, the only design flaw is related to the fact that side straps and buckles are located directly on the breast which is not very practical for lactating women and might cause some discomfort.

Quick delivery, great product! Love the quality and design

Purchased the Omni360 baby carrier before our son was born in June.
Started using it as soon as he was big enough and have used it lots since.
Material is really soft and fit is great, both for us and baby.
Once you've got the hang of what needs clipping where it's easy to use and adjust to fit. Mostly used on the front (both to and away facing) but have recently started to putting him on the back because he's getting very heavy!
Quite expensive but you can definitely feel the quality

Ergobaby is the best. Is perfect softly and gentle to my back. I have very hard baby and this ergobaby is for me "gamechanger".

Web site easy to navigate and ordering was simple.
Product arrived on time and was well packaged.
It was as described and of good quality.
Overall very happy and would order from this company again.

Shocking lack of customer service. Contacted them a week ago by email requesting a replacement buckle. Received an automated response saying they’re looking into it but nothing more. No response to follow up emails. Tried calling the phone line but this just cuts you off due to a “high number of calls” and no option to wait on hold. I am left unable to use my carrier. It appears you used to be able to buy buckles online but they have removed this option - I assume to try and make you buy another £200 carrier! US ergobaby (this is the email on the website) got back to me straight away and would have sent one to a US address free of charge but couldn’t send this to the UK and redirected me to the non-existent UK customer service.

Spare parts arrived slightly late (10 days) but arrived and we are happy to use again our ergobaby after 7 years and still fit perfectly our new born baby.