Silver Cross レビュー 22

I was very happy with my Silver Cross travel system which I’ve had for 3 years since the birth of my son. I started to use it again after the birth of my daughter but I noticed that one of the pram wheels had become loose and was wobbling.

I contacted the servicing department who had me confirm the model/make of the pram and then confirmed it could be serviced.

It was with Silver Cross for around 2 weeks during which time I had to manage the twice daily school run with a three year old and an 8 week old with a sling and a pushchair.

It was then returned and the wheel has not been fixed. I received no communication and when I contacted them I was told that as the model was 3 years old there was no way they could tighten the loose wheel. I was not offered any refund. Apparently the £75 I paid went on them checking the straps etc rather than fixing the one and only problem.

Silver Cross used to be a brand associated with longevity of their products so to learn they cannot fix a wobbly wheel on a three year old pram that cost £1500 is ridiculous.

I would 100% avoid buying anything from this company unless you are confident you will only be using the product for 1-2 years max.

I had a problem with a pushchair. Contacted Silvercross and sent photos. They sent a box to package the pushchair and DPD collected it. Within a couple of days they offered a replacement ( newer model) and got it to me with next day delivery so we could use it on holiday. Great service

Excellent customer service via Instagram, quick efficient and went above and beyond what was expected.

I am writing to express my profound disappointment with the Silver Cross UK service via Amazon. I placed an order for a pushchair last Thursday, specifically selecting next-day delivery, as I am a Prime member. The anticipated delivery date was Friday, as the pushchair was required for a planned weekend activity. Unfortunately, the delivery was not fulfilled, and my weekend plans have been disrupted due to the failure to meet the advertised delivery timeframe. All my son's baby equipment are all Silver Cross as I initially trust the brand now its time to look for a better brand

Edited: Having received excellent assistance from their customer service, we were able to reach a satisfactory agreement, which was then delivered promptly. We are very pleased with the resolution.

The fact that they don’t reply to emails has made me decide to take my £1500 budget and spend it with another company! This company is a joke!

Absolutely horrendous goods and service and the guarantee isn’t worth the paper it’s written on. Don’t buy from them! There’s better prams out there and customer service.
I’m onto my second pram from them after a huge fight for the same fault to be happening again 9 months later with the new one. The quality is horrendous!

Then I’ve contacted them as after following the wash care instructions to a tee for the car seat insert, it’s gone white from some kind of residue within the fabric and is no longer black after one hand wash. Babies are sick, poop, slaver, it’s inevitable the car seat is going to be soiled by something! Even though it’s a ‘5 year guarantee’ they’ve send me one part of the two part insert in gray as a replacement for a black car seat and to top it off the insert isn’t even to fit my car seat. Make it make sense?!

I am so disappointed having to write this but after only 10 months and a replacement of the Dune stroller system I have had to admit defeat and go out to look for a new stroller for my daughter. The Dune stroller is horrendous, it’s flimsy, sticky, uncomfortable and when your wrestling with a baby trying to get them from car to stroller and vice versa Silver Cross claims of the easy food and open are way off the mark, again it’s clunky, heavy and just overall awkward. This is the worst money I have ever spent and feel like we’ve been robbed of money of course but also an experience we may never get to have again. Honestly save your money or look elsewhere, silver cross are not worth it you will be disappointed and your baby will end up with whiplash from the lack of suspension and unpredictable collapsing of the seat. Poor show

I do not recomend, a 50£ pushchair is better and safer than Silver Cross Click.

Don't reply to their enquiry form but happy to spam me with sales emails using my contact information from my enquiry. Auto email states response within 72 hours but this is ignored. Disappointed that they don't acknowledge customers or follow their own policies.

*DO NOT BUY*

Terrible, dangerous prams that are a threat to your baby’s safety and appalling customer service with no regard for actually wanting to resolve issues. Please please please do not buy.

Silver cross Dune Chassis WARNING ⚠️
If your thinking of buying this my advice is DON'T.
I purchased December 2023, arrived January 2024, unboxed March 2024 was very much in love with this pram.
Fast forward to August 2024 walking down the street the lefthand side of chassis collapses. As this happened at weekend had to wait till Monday morning to contact them, called them an followed by email as they requested. Heard nothing back so called on the Friday to be told someone would get back to me within the hour, tried to call them back 2 hours later and were closed until Monday. So far 6 days without a pram for my baby.
Update!
Called them on Monday morning and was told that they have arranged for a box to put the chassis in will be delivered on the Tuesday and then collected from me on Wednesday. Collected as stated, no update given then returned to me on the Saturday morning at 10.30 am. Opened the box put back together put baby in and finally went out for walk only made it 4 minutes in and it gave way again and because it was Saturday I had to wait till Monday morning.
Update!
Called them on Monday morning and told her what happened and that I still had the box so could they come and collect it tomorrow which they did.
Today Saturday 21st September I received the chassis back and have unboxed it ready to use tomorrow so we shall see.

Will be completely avoiding Silver Cross in future due to the horrendous customer service I’ve received. Nothing other than ignorance from the “supervisor”.

2 weeks (and that’s only so far) I have been without a pram & contacting Silver Cross via email and phone regarding my silver cross reef as the seat has completely broke / buttons stopped working and the pram is unusable.

I have phoned numerous times over the last two weeks stressing over having a one year old & no pram to be told I’d receive a response by COB and never did. I finally got through to Dave after approx 4 calls who filled me with confidence & made out he understood the urgency. This was until I rejected his first offer of which would leave me with a cheaper stroller & mismatching travel system, keeping in mind I paid around £1500 for the one I have and it’s still fully under warranty. My pram has been discontinued whilst my warranties still running which is no fault of my own, I would’ve taken the other model if I could’ve been met half way.

Dave told me 6 days ago he had requested a box to be sent to me for my pram to be looked at & hopefully fixed however I wouldn’t receive it until Monday. He hasn’t answered either of my 2 emails since (even though he told me to contact him direct and deal with him from now on & to receive prompt responses due to the service I’d had prior). I have spent a further 6 days with no pram, sat in all day with a one year old for this box which never arrived.. only to phone Silver Cross this morning to find out NO BOX HAD EVEN BEEN ARRANGED TO BE SENT.

Unsure why it’s taken two weeks of contacting them, spending so much time on phone and email and no arrangement of a return until yesterday.

I’m now out of pocket almost £400 for a new stroller which I await the arrival of as I can’t go any longer without a pram & have absolutely no confidence in Silver Cross. I think this service after spending so much money is utterly unacceptable.

Our Silver Cross Tide front wheel was accidentally broken mid March. As the warranty won't cover the replacement of the wheel, we have contacted Silver Cross in order to purchase one. I have been told at the time that, unfortunately the spears are out of stock for this model, however an order was placed and I should call by the end of the month. Rang end of March and again it looked like the wheels were out of stock. Their representative asked to call again by mid April, worth to say what I have been told?? By May another representative guided me to reach out to their partner Babycare as apparently they do have stocks... nope, not for Tide model. Fast forward to today when I rang again Silver Cross customer service, only to listen to same lies... the wheels are in transit but there is a delay on receiving them and I should get in touch with Babycare or give them another call by the end of this month 🤣🤣🤣 (and it's only the 1st of the month)

We have checked the secondhand market too, no luck...

And just thinking how much I have trusted this company... and not to mention that after spending a good amount of money for this brand new pram/push chair I am now here, 5 months later from initial purchase, looking on buying a new push chair for my baby.

So disappointed by this company and will never use them again! Being so well established and trusted I expected a lot more from them.

Purchased a Dune stroller on the 18th March in advance of my baby being born in April, did not get round to using this until he was a week old as I had a C section so wasn’t actually used until 3rd of May. On my third use, the chassis started to collapse repeatedly on the left side mid walk and the brakes do not work at all causing my 3 week old baby to veer into the road!!! Major safety issues which I would expect such a huge company to be more bothered about rectifying!

I have been told that as the pram is over 30 days old (although it had only been used for a matter of days before the issue arose) that I cannot be refunded for the item and have no choice but to accept a repair or replacement. Needless to say I do not want this at all and would rather take my money elsewhere - I have lost all faith in the safety of their products, the pram feels flimsy and I would not be surprised if the replacement they send me also has issues!

I understand there are consumer laws which state this 30 day rule however you would think that discretion could be applied in these circumstances especially with baby products which are generally brought way in advance of a baby being born! For such a well established company there must be something they are able to do to rectify this for me but they are so unwilling and unhelpful I would absolutely not recommend shopping with them, spend your money somewhere else!

I love my pram at the beginning we had an issue but the customer care was amazing and solved the issue in less than one week.
Also in few occasions I thought the pram is broken again but I went to John Lewis and the person showed me how to use it properly.
it is so easy now before I struggled to fold the pram

I recently emailed Silver Cross customer service, including video evidence, regarding a fault on my Silver Cross REEF pram where the left side latch detaches on its own causing the pram to destabilise and rapidly dip to the left. In addition to providing video evidence of the fault, I even shared the recent situation where the person pushing the pram nearly fell taking the pram with them when the latch suddenly detached and was only prevented by doing so by me catching the right side to stabilise the pram – a frightening experience. In the first paragraph of their response they stated “without being able to assess your product first hand it is impossible to ascertain as to why you are having this problem”. This surprised and shocked me as only a cursory look at Trustpilot reviews on the Silver Cross REEF has highlighted this exact issue has been reported to Silver Cross customer service on a number of occasions. One of these from August 22 raised the issue of the left side latch detaching and warning of the danger of the pram collapsing. Despite this clear warning the complainant informed us that they were still waiting after two cancelled pick up appointments for the pram to be collected. As late as a few weeks ago another customer called the Silver Cross REEF dangerous for the same reason with customer service response being that they Adhere to British and European Safety Standards and that we take all matters of safety seriously (not sure if a collapsing pram form part of the British and European Safety Standards). So, I am furious when reporting this same issue a few weeks later they claim to find it impossible to “ascertain as to why you are having the problem and only offering an inspection, service and if necessary a repair”. I do not know whether the customer service had not seen these reports and whether no other similar complaint had been made directly to them and are therefore unaware there is a repeating issue or whether they are playing a game but this is not a zip that has burst or a fabric that has torn or a late delivery, this issue has real consequences of causing serious harm to babies. In many companies a repeating serious health and safety issue like this would warrant a recall or a warning to the customer. Yet Silver Cross feign no knowledge of this. I have no intention of having the chassis of my Silver Cross Reef serviced or repaired but expect a replacement that truly adheres to British and European Standards. I was pushed in a Silver Cross pram as a baby, yet I have now asked my parents not to push my baby in my Silver Cross REEF pram because I cannot trust the reliability of its safety.

Great product - developed a fault with the handle mechanism but Silver Cross responded quickly and have now sent out a replacement.

I cannot believe Silver Cross company would be like this. I send email and put note on instagram and no respond to my issue with Silver Cross Clic. This stroller shouldn’t be on the market. They should recall all of them back. Everywhere is stating that stroller would take up to 22kg. My boy is 14-14.5kg and this stroller tipped over with my boy in it in the straight pat. We are talking about the safety of our kiddies. Silver Cross didn’t take me seriously at all. What a joke of the company?!

Really disappointed with silver cross!
Bought a pram for my new baby and found multiple faults, including the pram collapsing/dropping while my baby is strapped in.. I made contact with silver cross and they said one of the options was to send them the pram back to get it fixed. When I said I wasn’t happy with this option as I didn’t think a ‘fixed’ pram would be safe for my baby! they came back with this being my ONLY option! I’m disgusted. I spent a lot of money on this pram and I sent them photos of the pram not lining up and everything. all to be fobbed off. DO NOT BUY THESE PRAMS. A huge let down :(

We ordered the Huxton nursery set on 26th Jan. It was clearly stated on the website that it would take 3/4 weeks to arrive which was fine.
However I was contacted on 24th Feb to say the set wouldn’t be in stock until Mid March and then it would be another 3/4 weeks for delivery. This would mean mid April for it to be with us. I was assured there would be no further delays.

Sadly I have now been contacted again to say it will not be in stock until late March so now it might not arrive until early May and I have no confidence the date won’t move again.

I wouldn’t have ordered this set if I’d known the delays to come. I won’t be ordering from Silver Cross again.

Order no SXW4202502