Urban by Bebylux

[PirateDad42]

Hi,

We're expecting our first and need a narrow and light pram/ buggy that's very manoeuvrable and mid-range in terms of price.

We've just come from the Baby Show at Olympia and the standout for us was the bebylux urban: www.urbanpushchairs.com/

Our only concern is that we've never heard of these guys - and they are quite new. Does anyone have any experience they can share?

Or are we going to be the canaries!?

Thanks

[CharlotteD28]

Hi PirateDad42,

I have the same question, we are expecting our first baby next year and have come across the Bebylux Urban and it feels a little to good to be true with what you get for your money however can not find any reviews on this travel system other than that on the Urban website.

If anybody has any feedback on the full travel system, that would be really helpful.

Thanks

[Goldie86]

Hi. Did either of you get this pram or find any reviews?

[PermanentlySleepy]

A bit late here but hopefully it helps someone else.

Avoid these people like the plague!

The car seat hood plastic snapped in 2 after my 3rd time of using it (and it’s pretty sharp by the way), contacted them as I thought it may be faulty, and was told I would have to pay £120 to get a repair.

Then absolute nightmare today I was walking across the road, (with a light pushchair; 5month old 6kg baby, some river island jeans in a bag underneath, and a nappy bag) and my wheel snapped off!

Only just calmed down from the panic attack it gave me, but I’ve contacted them asking for a refund (expecting to get hell from them for it or having to take the, to court for it).

Very hard to get hold of the company as well. Only an email to contact them by and takes a week plus to reply.

Horrible company, product looks great but it’s very cheap quality and high price!

Avoid like the plague!

[Fatheroffive]

For anyone looking to buy the URBAN travel system I recommend it 100%! Its a great brand with amazing customer service and amazing products.

I watched a customer review on YouTube which ticked all the boxes for me. What impressed me most was that I can talk directly with the brand and still to this day if I ever get stuck on anything I ping them a message and they reply back straight away. On numerous occasions they’ve made support videos for me...even on a Sunday!

Yes, the prices do seem too good to be true, but its only because they sell direct to the customer and not to shops. The car seat was free on promotion so another bonus!

The car seat is very high quality, my newborn son wouldn’t sleep in anything but it and the safety is among the best from my research. The pushchair also can be used upto four years so we still use it with our 3 year old.

Overall very happy parent and already recommended it to half a dozen other parents.

[Nstarr]

@PermanentlySleepy Holy crap, our wheel snapped off too!!! It's so scary to think we could have been in going downhill at the time. So sorry you had a panic attack, I can imagine! They told us it was our own fault and we were forced to pay £50 for a new wheel. We had no choice at the time and we are still pursuing a refund and their response was completely unacceptable!!! And its true, they are very difficult to get hold of and take ages to reply. If anyone is in doubt about the snapping wheels issue that they KNOW about and have admitted is an issue, please message me and I will show you screenshots of the emails from them showing how they have dealt with it highlighting their extremely poor customer service. Absolutely appalling for a new business to treat customers this way. We are very upset about it all.

@PermanentlySleepy I will contact you to see how you are getting along with your dispute. x

[Nstarr]

Just to be clear, my above post was regarding Urban Pushchairs, who are under the same company as Bebylux and Pod Strollers.

[URBANPUSHCHAIRS]

[quote Nstarr]@PermanentlySleepy Holy crap, our wheel snapped off too!!! It's so scary to think we could have been in going downhill at the time. So sorry you had a panic attack, I can imagine! They told us it was our own fault and we were forced to pay £50 for a new wheel. We had no choice at the time and we are still pursuing a refund and their response was completely unacceptable!!! And its true, they are very difficult to get hold of and take ages to reply. If anyone is in doubt about the snapping wheels issue that they KNOW about and have admitted is an issue, please message me and I will show you screenshots of the emails from them showing how they have dealt with it highlighting their extremely poor customer service. Absolutely appalling for a new business to treat customers this way. We are very upset about it all.

@PermanentlySleepy I will contact you to see how you are getting along with your dispute. x[/quote]
We take safety very seriously and aim to provide the best service to all of our current and future customers.

Unfortunately this year has been tough for all of us with the COVID crisis. We lost a valued member of our team to this deadly virus which affected us all.

Despite the COVID crisis and Brexit pushing costs up, we have continued to offer customers even better value and prices. We know times are tough for everyone.

We have and will always try to respond as quickly as possible to any issues. You can contact us via Live Chat / Instagram @urbanpushchairs / Email.

All of our products are tested to the highest of European Safety Standards. The URBAN PUSHCHAIR has been tested to 22KG that is higher than any other brand in the market. This means you can use your pushchair for longer : 4 years instead of the industry average of 3 years (15KG).

We ask all of our costumers to use our high quality products with due care. For example, the car seat canopy is designed to withstand sunlight, rain and wind, any excess load on the canopy will cause damage to it (please refrain from leaning or placing anything heavy on the canopy). Our wheels are also designed to withstand a lot of load, however dropping the pushchair from a high curb or mounting a curb can cause damage to the wheels (as such we do not recommend doing this). Car manufacturers advise the same with regards to metal alloy wheels as they also break if they are hit hard against a curb or a pothole in the road.

We thank all of our customers for their continued support.

URBANPUSHCHAIRS

[Nstarr]

@URBANPUSHCHAIRS


Firstly, I am very sorry to hear of the death. My condolences to you and all who were moved by the passing. I send my best wishes in regards to your loss. xxx

***

Unfortunately I have been on the receiving end of extremely poor customer service. I have applied to the Small Claims Court to sue your company for £106.70. Since you are a business that does not like to be contacted (shown by the lack of email response, and lack of response to formal letters, no phone number and an endless loop of Instagram contact being directed back to ignored emails) I was left with no choice. You left a vulnerable new mum distressed, helpless with a broken pushchair and out of pocket. You clearly did not open your ‘Letter of Claim’ which was correctly addressed and confirmed as delivered. It should never have had to get this far.

Because of this I cannot in good faith recommend your products to another mother, when my own issue has not been resolved.

My wheel fell off whilst in motion. But for others who have also suffered, how can you expect a pushchair designed for street use to not be mounted onto to the curb? How is a parent supposed to cross the road? How on Earth do you reach the other side??

Bebylux pushchairs trading as Ainea International owe me £106.70 and do not care about the safety of my baby or value of new customers who spend hundreds of pounds. I am very upset by it all.

[URBANPUSHCHAIRS]

[quote Nstarr]@URBANPUSHCHAIRS

Firstly, I am very sorry to hear of the death. My condolences to you and all who were moved by the passing. I send my best wishes in regards to your loss. xxx

***

Unfortunately I have been on the receiving end of extremely poor customer service. I have applied to the Small Claims Court to sue your company for £106.70. Since you are a business that does not like to be contacted (shown by the lack of email response, and lack of response to formal letters, no phone number and an endless loop of Instagram contact being directed back to ignored emails) I was left with no choice. You left a vulnerable new mum distressed, helpless with a broken pushchair and out of pocket. You clearly did not open your ‘Letter of Claim’ which was correctly addressed and confirmed as delivered. It should never have had to get this far.

Because of this I cannot in good faith recommend your products to another mother, when my own issue has not been resolved.

My wheel fell off whilst in motion. But for others who have also suffered, how can you expect a pushchair designed for street use to not be mounted onto to the curb? How is a parent supposed to cross the road? How on Earth do you reach the other side??

Bebylux pushchairs trading as Ainea International owe me £106.70 and do not care about the safety of my baby or value of new customers who spend hundreds of pounds. I am very upset by it all.[/quote]
Thank you for your condolences.

Roads have specifically been designed with lowered pavements on all crossings to avoid sudden drops. This is a safety feature integrated into our road infrastructure to avoid accidents and falls of pedestrians and wheeled carriers when crossing the road (ie pushchairs, children with scooters, bikes, mobility vehicles including wheelchairs, shopping carts etc). You will also notice these drops in the pavement in front of your drive so that your vehicle does not have to mount the curb to avoid damage to your wheels.

We advise all parents and pedestrians to always cross the road in the designated road crossing areas which always have lowered pavements.
As such by mounting and dismounting the curb/ pavement regularly you may damage the wheels of your pushchair.

We would also advise you to read the terms and condition of any major pushchair brand/manufacturer and you will find the same advice given in their terms of use as an industry standard.

URBANPUSHCHAIRS

[Nstarr]

@URBANPUSHCHAIRS

The mounting of the curb is not my issue and if you were to read my several emails you will see that it was never mentioned. That information is for other users. As I said, my pushchair wheel snapped off whilst in motion. Your company refuses to pay me what is owed in regards to the costs I incurred from sorting out YOUR faulty product.

How unfortunate for a business that deals with new mums to treat their customers like this.

[Nstarr]

@Ikrah

I am so so sorry you have gone through this. The is your BABY. This is your SAFTEY. And they are messing with you?? How dare they!!! Thank goodness your bank is refunding you. I feel your frustration with emails. They are impossible to get hold of and don't care about their customers. I'm glad you found this thread so we can WARN other mums about this awful company.

[Rachelandconnie19]

I am also on the receiving end of this company. After a few months of having a pram from them the wheel snapped off. I contacted them and they advised it was my fault however as we were in lockdown they would send out a new set of wheels as a good will gesture which I was very grateful for. However did find it abit strange and thought maybe it was due to others complaining and them having this issue already. A year on and another two wheels have snapped off. I am in the middle of talking to them now as I am fuming and not happy at all. I only use this buggy on streets and do not bump it up any stairs etc the amount of money you pay for a travel system and it states it suits upto four years old and it's not even last my babies 1st year. I am so disappointed. I then found these reviews on mums net and have realised I am not the only family to be suffering and hope we can all get a resolution

[URBANPUSHCHAIRS]

@Ikrah

This urban pushchair (Bebylux) are a disgrace of a company. We ordered a car seat for £300 and after 16 days and countless emails without reply they told us that they have cancelled the order
On the supposed day of delivery, because we threatened to get our money back from our bank and they had the odacity to call us a fraud. When in fact hey are the fraud. Please do not even go to their website because you can immediately tell they are a fake company ran buy idiots and illiterates. Long story short we have gotten our money back from our bank and they have started a dispute process with these thieves. Do nt I repeat do not buy any Hong from these guys they arw a major scam.

Order was placed during 2020 COVID19 pandemic. Customer was regularly emailed and updated on the status of their delivery. Order was cancelled as customer threatened to commit fraud by charging back the money through their bank. This is not acceptable and not tolerated. If you wish to cancel your order you must inform us and we will stop the item from being shipped to you. We will then issue a refund back to your original account. If you have received an item and wish to return it, you must follow our returns procedure.

Unfortunately the current pandemic and Brexit delays has caused severe delays on incoming and outgoing deliveries. Continuous escalated lockdowns also elongate these delays. As such we recommend all customers to place their orders well in advance of their need for them. We hope that customers will also understand the pressures of the current global pandemic on all businesses. We are trying our best.

We also advise all customers to check their junk / spam email. Your email provider may place our incoming email in your junk / spam folder (unfortunately we cannot control this). This means that you may miss our emails to you. Please always check all of your inboxes.

URBANPUSHCHAIRS

[JBanJam]

Hi there,

I would also just like to warn others away from this brand. Urban Pushchairs

I received my travel system with car seat in august 2020, my baby being born in October 2020

As of March 2021 the car seat has had minimal use (due to lockdown) however, the strap has become freyed internally. I only noticed when attempting to adjust the seat strap.
Obviously a massive safety concern, and makes the car seat now unusable- with a 5 month old.

In regards to this complaint, they initially blamed me for damage - without seeing any picture.
When I sent the pictures on, they now can’t see any damage.
Also the car seat doesn’t come with a warranty they have informed, as it’s a free item.

There are no negative reviews anywhere, as they delete them - and have threatened to SUE me when I posted my experience on an Instagram post.
I can provided evidence to whoever needs to see.

The company have been horrendous to deal with from the beginning - it was delayed, and the customer service were so rude in their replies to my query about a time frame.

AVOID AVOID AVOID.

Spend your money with a more reputable, company. I wish I had.

[Nstarr]

@JBanJam

Hi, I am so sorry you have gone through this. I also have evidence of their incompetence, poor customer service and inferior quality BABY products and am not afraid of any legal threats, so I completely believe you. We must continue telling the truth so that other new mums don't make the same expensive mistake we did.

Please please mamas, heed our warning and best of luck making a better choice with your baby transport. x

Sorry again JBanJam.

[Mummy787]

Hi,

I’ve been really contemplating whether to get the Urban pushchairs travel system or not. From even before I got pregnant, I said to my boyfriend that I’d want us to invest in this pushchair when the time came, as I absolutely love the design and overall look however, the reviews I’ve read pertaining to this pushchair are absolutely horrendous and I’m seriously in 2 minds now. Also, the fact that this company does not have a contact number or a walk-in store, really makes me anxious aswell. My boyfriend and I are really unsure as to whether we should go ahead with this travel system or not.

[hulahoopqueen]

@Mummy787 I wouldn't touch them with a barge pole, based on other posters' responses on this thread and the brand's replies!
Brands such as Joie and Icklebubba offer excellent value-for-money travel systems with fantastic reviews to back them up.

[URBANPUSHCHAIRSUK]

@Mummy787

We are sorry to hear that your confidence in our brand was affected by the very few negative threads on this platform. Rest assured we have 1000s of happy customers all over world that love our products. You can visit our website and see many many many positive reviews there.

URBAN is a brand of BEBYLUX. We are known for creating innovative high quality products. We have worked with companies such as Rolls Royce, Swarovski and have also been featured in GQ amongst a list of our accomplishments. Our collaborations are a reflection of the service and quality we provide to a global customer base.

We are also proud of having built a strong network of highly influential vip, celebrity and Royal clients. Clients that demand the best and therefore only chose to use the best.

The URBAN pushchair was designed to offer parents everything that other systems on the market simply can’t, at a price that represents real value.

We have now launched a trend-setting brand new luxury flagship store ( BEBYLUX Birmingham ) so that customers can experience our brand and products in person. We even have a real luxury car inside the store so that our customers can experience our complete car seat range in a real car! You can also fold the URBAN pushchair and slide it into the boot, giving you a real-life demo of how you will be using the travel system on a daily basis. A unique and unrivalled experience accompanied with training from our specialist sales staff that will help you select the right system for you.

We hope that you will give our amazing products a chance and we are certain that you will love them !

URBAN PUSHCHAIRS

[JustWonderingIfYou]

Wow! @URBANPUSHCHAIRSUK you sure know how to put off customers.


You are seriously selling a pushchair that cannot go up and down kerbs? Advising that you must only ever use dropped kerbs- how sodding ridiculous. Have any of your team actually ever had a baby and walked with it in a pushchair? If you only ever used dropped kerbs it would take twice as long to get anywhere. What do you do when a car is parked on the pavement and you have to go around it? Or there simply isn't a dropped kerb- change all your plans and go somewhere else?

[URBANPUSHCHAIRSUK]

@JustWonderingIfYou

Thank you for your comment. Our products are tested to the highest quality and safety standards and are extremely durable. The URBAN pushchair is one of the only systems on the market that is tested to 22KG (this means you can use your pushchair for up to 4 years instead of the usual 3 years that others system offer). It also means it has been strength and stress tested to a higher point than other systems on the market.

Please note that in our previous reply earlier we have noted that parents must use their products with reasonable care. Of course you can dismount your pushchair from the kerb, and in-fact unlike other systems we have 3 levels of suspension that have been designed with this in mind and facilitate this. All products however have a breaking point and no product is indestructible and excess force or misuse of the product can cause damage.

An example of this relating to an earlier thread above, a customer had closed the boot of the car while the pushchair had not been stowed away in the boot properly. After multiple times of this happening this eventually caused the wheel to break.

As a company we of course must guide our customers to use our products on the road in a safe and responsible way.

If you need any assistance, or would like to test our products in person, feel free to visit our store in Birmingham.

[Mazzi20]

After meeting the bebylux team at the baby show in 2019 at the NEC we quickly decided we was going to buy the set including the baby car seat toddler seat and pushchair

Nearly 3 years on and we've not had a single complaint!

Not only does the seat look good but serves its purpose well. The pushchair has been used numerous times from taking my son to the shops to going for a walk in the park and fits perfectly in the cars boot leaving loads of space for the shopping!

On a few occasions we've had to contact the team and have done so via Instagram. I've always found them to reply promptly and have always helped with my enquires.

Would highly recommend bebylux. Reasonably priced at the time of purchase for the whole set with good customer service.

Hope this helps anyone who is considering purchasing for there babies/toddlers.

[Justine1982]

We purchased the Urban Pushchair and Gold Bezel Car Seat in August 2020 just before the birth of our Baby Girl in October 2020. Not only does the whole system look amazing and being tailored to exactly how we wanted it to look we have absolutely no complaints about Bebylux or Urban products at all.

I am still using the pushchair (and will be for some time) and it still looks as good as new - even the white canopy (no marks and no discolouration) and black fur look the same as when we started using it. We have had absolutely no issues with the wheels, front or back. I have used the pushchair for miles and miles of walking - this includes pavement, grass and gravel surfaces so it has been put through its paces. I have changed cars several times and some have required me to take the back wheels off every time the pushchair is put in the boot - the back wheels come off and on easily and there has been no changes in the way the wheels operate. I love the fact you can change the suspension as she has grown.

I have had so many comments about both the car seat and pushchair - This has ranged from older people to young kids!!

One of my friends that I go walking with had nothing but problems with her pushchair wheels - she had an icandy system. The front wheels wobbled really bad and in the end despite the wheels being replaced twice she had to have a completely different system - this was free of charge. Now she admitted to me that she wasn’t as careful as I am lifting the pushchair up curbs and did push up the curb. I’m not sure if this was the reason why she had issues with the wheels or she just happened to buy a system that had a fault. I just want to point out that well known brands can also have the odd fault.

We visited Bebylux’s new flagship store as soon as they opened in Birmingham in February and purchased the Model R car seat for our DD as she has just about grown out of her baby car seat. The service we received was second to none by Yusuf - who provided us above and beyond customer service. He demonstrated all the car seats and we selected the Model R as it swivelled round. We have been using it now for nearly 2 months and the seat is high quality and provides a lot of protection for our Baby Girl - she loves it, she is very content in the car and falls asleep in seconds. We are now about to go and buy a second car seat from them.

I can only go on my experience which has been A** I would highly recommend Bebylux and Urban pushchairs to anyone who asks me to recommend a system or car seat