UPPAbaby Vista V3
Verified6 reviews
Absolutely terrible customer support, why have a support line when everything has to be handled via email? I had to contact on 3 seperate matters and everything needed email. I went to raise a refund request and all of a sudden my account isn't active ? It's just too much trouble with them. Going to take my money and spend it at a reputable company who invests in their customers experience. Show details
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 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… Read more
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.
Pretty good pram. Solid driving, sturdy qnd good looking. It is not as lightweight as claimed BUT it is probably the lightest in its category. The folding system is ok although twice the pram folded the wrong way and it got scratched (frame and front plastic wheels) The bassinet attachment is handy however tilts and moves a bit kore than… Read more
expected. We call it “the poor people Snoo“. We haven’t used the toddler seat t Yet and we are yet to purchase the accessories which I’ve been reading about and have found they have poor reviews.
Stay tuned.
Absolute nightmare – Upper Baby should be ashamed. I spent nearly $2,000 on a brand-new pram, and within a week it was faulty. From the start, Upper Baby’s customer service was a complete disaster. They forced me to send four videos back and forth over several days to “prove” the fault, even though Baby Bunting—the store I bought it from—contacted… Read more
them on my behalf multiple times, which they completely downplayed. Their representative Grace was shockingly rude. When I asked to speak to her manager, she simply refused. Eventually, I dealt with Lisa, who was professional and kind, but even then Upper Baby’s incompetence continued: they demanded a fifth video, then replaced only half the bassinet, which still didn’t fix the problem. It took the manager of Baby Bunting stepping in before Upper Baby finally replaced the correct part and delivered the product I had already paid for $2,000 for. The fact I had to beg for something I purchased outright is absurd. Upper Baby treated me as if they were doing me a favour, turning what should have been a simple replacement into an unnecessarily stressful ordeal. I would never, ever buy from Upper Baby again. Grace’s rudeness alone is reason enough, and their overall incompetence was staggering. Baby Bunting were the only ones actually trying to help, and it still took far too long for Upper Baby to do the bare minimum. Avoid Upper Baby at all costs. They are rude, unhelpful, and make you fight for what you already paid for.
We went to a baby expo before our child was born and bought a package that included the bassinet the stand and a few other extra. This product is exceptional. The packaging the quality the easiness which is exactly what you need when you have a baby. It’s nice lightweight but it’s quite sturdy. We have two prams. We have a travel one and we have… Read more
this one and this one has been amazing, and it’s so smooth . I wouldn’t say that it’s amazing to manoeuvre into small spaces but it’s so light even my mother-in-law can easily use it.
- +1
I purchased this pram in December and started using mid March, this pram is just beautiful i get compliments everywhere i go. My baby is very comfortable in the pram and I love how the harness clicks together. I went with Savannah (very light coloured fabric) I have not had any issues with the light colour fabric staining its been amazing. The… Read more
only things I dont like about it are when using the bassinet you cant fold the pram with it so you have to deconstruct the pram and it does take up alot of space in my boot, the other thing is how easily the black frame scratches, I am so so careful with my pram and its still got scratches on it which is not good for my OCD and I wish it was more hardy especially for the price you pay i dont think this is too much to expect. Other than that I absolutely love my pram, Its easy to fold and use, ive done lots of walking on road and dirt with it and havnt had an issue. I won't be using it for another child but you can add a second seat if you had multiple children, there are so many different configurations.
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