Best UPPAbaby 4-Wheel Prams & Strollers

Tl;dr - Our Vista V3 had a serious safety fault. Uppababy responded promptly, but did not acknowledge the seriousness of the fault and insisted it… Read more

was our responsibility to disassemble the product, reassemble with spare parts, and dispose of bulky faulty components ourselves. They repeatedly focused on what they wouldn't do rather than finding a practical way to fix the problem, and showed no interest in following up to check whether the replacement parts had actually fixed it.

One of the wheel brakes stopped working on the pram, so the wheel would just roll freely even with the brake engaged (see video attached). The pram was unusable with this fault, obviously causing a lot of stress for us having a very young baby.

When we contacted Uppababy they were responsive and rightly requested video footage of the fault. However, rather than discussing an appropriate remedy for what appeared to be a serious safety failure, they chose to send us spare parts for us to disassemble and reassemble the pram ourselves.

I politely questioned whether it was reasonable to place the burden entirely on us to remedy the fault and whether they could offer more support. The alternatives they offered still required us to do all the work on our end.

Unfortunately it got to the point where I had to explicitly outline our rights under consumer law. Uppababy continued to insist that sending spare parts was all they were required to do, with the remaining work left for us to manage.

In all our correspondence with them, Uppababy did not once acknowledge or accept responsibility for the seriousness of the fault. Instead, when we raised our concerns, they used phrases like “we appreciate that any additional steps can feel inconvenient” and “we understand that you feel frustrated”. Acknowledging frustration was not the issue; it was the condescension of this language replacing any actual intent to address the main problem.

What was particularly disappointing was the lack of accountability after the repair parts were sent. There was no follow up to check whether the repair had resolved the problem or whether we needed further assistance.

I would've expected this type of customer service after buying a $100 pram from a big box retailer. Uppababy markets the Vista V3 as a premium product, so we expected a much higher standard of customer support when something went wrong.

Aside from the fault, the product itself is fine. There are multiple other brands that offer essentially the same product at the same price. Based on our experience, we would be going with one of the other brands if we were looking at another of these products in future.