Baby Tula Omdömen 76

If I can only rate a negative star.

I recently had a very frustrating experience with Baby Tula as a first-time mom.

I placed an order for a baby carrier that was mistakenly listed at $0 due to a technical error on their website. In their very first message to me, they did not offer a flexible solution—instead, they immediately asked if I wanted to proceed with purchasing the item at a “discounted” price of $142.

When I declined, they then told me that because I was not accepting their $142 offer, they would cancel my entire order. This was extremely frustrating, especially since I was willing to proceed with the actual paid item in my order. However, they insisted they could not separate the items and gave me no real option other than to accept their new price or lose my order entirely.

They did confirm I would receive a full refund and offered a 10% discount code for a future purchase, but given this experience, that gesture felt inadequate. To make matters worse, the carrier is now listed at $341. I originally purchased it on sale for $255, plus an additional 10% discount from signing up, so their “offer” didn’t feel like a fair resolution at all.

As a first-time mom, this was supposed to be an exciting purchase, but instead it became stressful and disappointing. While I understand mistakes happen, the way this was handled placed the responsibility entirely on the customer rather than the company.

I hope they improve their customer service policies to better support customers when errors occur, especially when those errors are not the customer’s fault.

I wish I had looked on here first!!!!! Placed order then informed of delays after order processed and told I cannot cancel. To get a refund you have to email first and then wait 7 days for a response. They haven't got a working phone. Absolutely dreadful. Surely isn't legal to change a contract of sale and not permit cancellation. They send emails to say it has shipped but all they do is create the order on DHL and the tracking shows the courier hasn't even received it. Such a scammy buisness with zero integrity. To charge such a high amount for their product and they can't even get the item out in the post reasonably. There must be some people at the top of this organisation stealing a living- I don't understand how putting an order out for delivery is so complicated.

I ordered a baby carrier from Baby Tula. When I received the order confirmation, inexplicably the postcode for the address had been changed. Same street, same apartment number, but a completely different city. I emailed immediately. I telephoned 6 times, but each time they said that they were experiencing high call volumes, try later and I was cut off every time.i received an email saying the item had been dispatched, with a tracking number that was for a parcel deliver last year to Australia! Then I received a second email with a different tracking number, and yes, you've guessed it, the tracking number was not valid. I then received a third email in response to my email about the address being wrong, which was a generic email about returns, so clearly my email had not even been read. What an appalling lack of customer service. Very frustrating, absolutely zero help. So is the gift for my new grandchild lost?

I got the free to grow carrier, assuming that it could be used as a forward facing carrier (my mistake as I didnt read the description properly but not sure why you wouldnt make it forward facing? And being that some of their other carriers are i assumed this one was)
I emailed customer service and they were terrible. Admittedly the time range was after the returns cut off but I didn't even have the baby when the carrier was bought, and the carrier is still sitting in the box unused. They still have the same carrier available online so it doesnt make sense to me why they wont accept this one back.
The best they could do was offer me a small discount to buy another carrier. I had already spent over $300 on one that wouldnt be used so this did nothing but annoy me at this point.
The carrier itself is definately not worth the money either. It seems really uncomfortable and not secure and my baby hates it.
Highly recommend buying from a different company, and if you do get one from here hopefully you dont need to speak to their customer service team as they are horrendous.

I was worried when I saw all the negative reviews, but I had a great experience!

Their customer service rep was very responsive and I received my carrier within a week of ordering.

I’m really happy with my purchase and the support from Tula!

The fabric and changes you can make are great but I don't get on with the explore carrier at all. It was a mission to find appropriate instructions to alter the carrier, and its still fiddly now to adjust and the straps are so stiff to alter. My LO hates being in it and she looks lopsided most the time, but wasn't bad with another far (far) cheaper carrier. Didn't appreciate how long it took to deliver either.

I normally don’t write reviews, but I hesitated to order because of all the bad reviews. However, while ordering after all, it was perfectly delivered 1 day after ordering.

I purchased the Free-to-Grow baby carrier for £85 and have been using it for a few months. Only recently did I realize that it's not possible to carry my baby facing outward , only inward toward me. This was incredibly disappointing, as most babies enjoy looking around and being part of their surroundings, not just facing the parent all the time.

The product listing on the Baby Tula website does not clearly state that this carrier doesn't offer a forward-facing position, and the images can easily mislead you into thinking it does. I feel let down and wish this important limitation had been clearly communicated before purchase.

They lie about delivery being 1-2 days - it’s simply an outright lie

They’re taking parents for a ride

I needed a baby carrier de our holiday
I could have bought something somewhere else but instead I studied and (this is where I went wrong) BELIEVEDtheir lies around shipping

Now they have my money , and I have no carrier for my 1 year old for our holiday

Seems small yeh but when you have 3 kids and full time jobs this can add stress that this company just do not care about

Contemptuous treatment of their customers

7 day turnaround for email queries

Phone lines blocked

?!

This is not a functioning company

There must be some serious chaos going on

AVOID

I ordered this article and it came through in 24 hrs (DHL Germany to Italy). I had a look at the reviews and was a bit worried but seriously the article is amazing quality and I got very lucky with the shipping too. Worth the price. Might order again

i had ordered my first carrier from tula last year and it took over 3 months for the carrier to get to me 🤦🏻‍♀️🤦🏻‍♀️🤦🏻‍♀️🤦🏻‍♀️ HOWEVER i loved my tula explore, BG had outgrown it and wanted the toddler version. I hesitated for a while and bite the bullet…. i ordered it on the friday evening and it got delivered on the tuesday morning ! i was in shock after last year’s fiasco but i’m glad i have given them a second chance and that their issues with warehouse reallocation got sorted ! I also had emailed CS as i didn’t get my tracking number and they were very fast to answer ! Very happy with my latest purchase and tula experience

Ordered a free to grow on the 25th of April. Since then, It took forever to receive a tracking number, and still no carrier. I had to chase them up multiple times to get the tracking number and was promised that I would receive my carrier today 07.05.25 by 12 o clock. Meanwhile UPS still has not received anything from Tula. I have written to request a refund as this company is a joke. Charlotte at customer support is nice, however there is very little that she can do as the company is disorganised and inconsistent. That's a shame as their product is quite good. I regret not buying Tula from Amazon. At least they would have been consistent.

Easy ordering proces, product delivered as promised and in time.
I ordered before reading the reviews and was therefore worried about delivery, but the whole process was smooth and easy.

I ordered this baby carrier on the 19th March and received an email saying there’s delay in shipping due to the Christmas rush. This got me worried about the authenticity of the company and then I came across these reviews. I braced myself for the worst.
I then got an email confirming dispatch on the 21st March and decided to give it a week or so.
My tracking didn’t update at all in that time so I sent an email asking for an update and received one back apologising for the lack of tracking and it would be with us today!
Well it has arrived, beautifully packaged and it’s of great quality.
I don’t doubt the company has made some mistakes but honestly, my experience has been great.

We tried the explore at a sling library first so wanted to buy this. We knew the products were good quality but reading the reviews did put me off a bit. However, we bought the explore on Sunday, it was dispatched on Tuesday and arrived on Thursday. We also got a free travel carrier with it.

I suspect the bad reviews are from a Black Friday deal or something, they over promised and couldn’t hit their shipments.
If you’re worried buy on credit so you can do a charge back but honestly not a problem for us and the carrier is great

I’d like to share my experience with Tula’s online store. I’m based in Asia and placed an order for multiple hoods, as replacement hoods are difficult to find in my local market. Unfortunately, one of the hoods arrived defective, so I reached out to request a refund or exchange.

However, the customer service process was incredibly difficult. They asked for unnecessary details, such as who I was purchasing for, along with a full list of my friends' personal information and their Tula product codes. The tone of their emails made me feel as though I was being accused of fraud, simply because I purchased multiple hoods. The communication was unprofessional and unhelpful.

Based on my experience, I would recommend considering other brands instead of purchasing from Tula’s online store.

I ordered a free to grow carrier from here on the 3rd of February, after ordering I looked on here and was so worried about my order. With this in mind I emailed baby tula and the representative I had called Charlotte was so helpful and reassuring. She was my representative all the way through and was very fast to respond to me. She even tracked the order as well as myself and I received my carrier today. Very pleased with it!!

Thank you so much!

The worst company I have ever dealt with!
I ordered a carrier from this company on 9th December during their BOGOF offer. I thought that buying directly from the retailer would be a safe option, but I wish I had read the reviews on here first, as I could not have been more wrong!
They have lied repeatedly about dispatch dates (ignore the dispatch emails as they seem to send these out without having actually sent the order) and when I emailed, I kept getting automated emails stating my order would definitely arrive in time for Christmas. A few days before Christmas, I emailed again and was met with another automated email, this time stating they were now closed until the beginning of January.
After many backwards and forwards emails, the order eventually arrived on 24th January. By this time, I had given up hope the carriers would ever arrive so had purchased a different carrier from an alternative retailer. I therefore requested to return the order. The website option for this wasn’t working, so I was emailed a return label to print and attach to the parcel.
I still have no refund and upon checking the tracking today, I can see that Baby Tula have refused to accept delivery of my returned parcel (I assume only so they can claim it was never received and therefore attempt to not refund me).
Luckily I paid via PayPal and have since opened a case with them, so hopefully they will be able to resolve this!

If you’re looking for a baby carrier that doubles as a lesson in patience and despair, look no further than Baby Tula. I ordered a carrier weeks ago, and I assume it’s off on some grand adventure because it certainly isn’t here. Maybe it’s exploring the Amazon rainforest or taking a gap year to "find itself." Wherever it is, it’s not on my doorstep.

As for customer service? They must be practicing extreme minimalism because there’s absolutely nothing there. Emails vanish into the abyss, phone calls ring into the void, and social media messages are like sending a note in a bottle - no hope of rescue.

I eventually gave up waiting because, at this rate, my baby will be walking by the time it arrives. Enter BabyBjörn, the hero of this saga - ordered it, and boom, it was at my door the next day. Problem solved, no drama, and my baby’s back in action.

If you enjoy spending money on things that never arrive and being ghosted by customer service, Baby Tula is the company for you. For everyone else, save yourself the frustration, skip the scavenger hunt, and go with a company that actually delivers - literally.

Placed an order on the 13th December, which meant (according to their website) it would arrive before Xmas. Received an email to say it was on the way on 17th, but the tracking link goes to DPD, but with "no tracking" instead of a tracking number. Emailed multiple times and had zero response.
Tried the phone number on their website and just goes straight through to a pre-recorded voicemail. Sadly this is in German and I unfortunately have no idea what it says!

Thank goodness I paid with PayPal.. I will be raising a dispute later today if I don't hear.

So disappointing as they are truly lovely carriers and I was looking forward to getting this one for my newborn :(

ETA:
Tula Customer service finally got back in touch with me and after another wobble, my carrier was dispatched and arrived within the promised 5 days on the 20th Jan. Just a month late!
They were apologetic, but going from the other reviews, this is NOT an isolated incident sadly. I am genuinely pleased with my carrier, and if it wasn't for the fact I know they are great items, I would NOT have persevered with chasing them up. I was partially compensated for the inconvenience and waste of my time, but it does still leave a bitter taste in your mouth!