Silver Cross Tracking Order Status

2 parts to this review. 1 - ordered pram which is perfect and arrived on time that is why I am not giving them one star. 2- All downhill after that after. Been waiting for my car seat adapter since I made my first order on 29/11/24 29/11/24 - Made an order for Silvercross products. 09/11/24 - I got in touch with you about the missing order. 11/12/24 - (Jess) Response from your company about rectifying the order and shipping today (Waiting for tracking number). 12/19/24 - A phone call from your company that it hasn't been shipped yet and will be shipped as soon as possible. Will provide a tracking number. 27/12/24 - Called your company in the morning as the item has still not been delivered (on the phone with Hannah) still waiting for the tracking number. 4/01/24 - To resolve this, we have manually pushed your order through the system, and you should receive an email with the tracking number. I regret to inform you that the shipping label did not print as expected, but we already worked on it to ensure your order is shipped as soon as possible. My pram is great which I can't deny but delivery and customer service when you try and get a missing item delivered is painfully slow and very frustrating.

The products have manufacturing defects and they don't honour their warranties. I registered online both the jet travel stroller and the silver cross bassinet / playpen and both times they couldn't find my warranty. Thankfully or unfortunately the bassinet zipper had a problem the first year we used it, couldn't zip the bassinet up again and i went back to them and they asked me to register the warranty again and I was in email correspondence so they send me a new one. But the wheel of the stroller started squeaking / and is loose after our third holiday in our second year and I emailed in but they said they can't find the warranty. Why? Because the wheels are small, crap and cannot handle cobbled streets. I send them an email they said they can't find the warranty again and even though i send them proof of purchase they refused to honour and they said they can send me replacement parts. The 5 piece harness, one of the plastic parts of the snap closure came out and i can't even string it back in as the cord is too thick to push through the hole and anyway it was a hassle to use even when the cords were in the parts. You have to put all 4 parts together like a puzzle to stray your child in. What replacement parts? The stroller system to hold its wheels is crap. It was supposed to be a backup for my second child but couldn't even last past age 3 for my first. The products are not good despite them being at the more premium price range. For the price you pay for the jet travel stroller I could have bought 2 travel strollers from other brands. And I suggest you do so. The joie that i purchased now is less than half the price, also reclines fully for my child to nap and with better suspension wheels.

After months of research and hours of real-world test drives, we finally decided on our Reef stroller ($799.99 + tax) from Silver Cross. I purchased the Reef in the Neptune color and received it a couple weeks ago. Although we haven't opened the box, my wife decided she wanted to go with the Earth color variation ($1,059.99) instead so we reached out to customer service to see if we can make the exchange + pay the difference in price. Upon contact with Silver Cross customer support, we were told that we would have to pay for the return shipping + price difference + shipping the new color back to us. We researched shipping quotes to send it from our home in Los Angeles, CA back to their warehouse in NY and the cheapest quote we found was around $170. This means we would have to pay $170 shipping + $260 price difference to change colors + $170 to ship the new color to us. In total, it would cost us an additional $600 on top of the original purchase price. We reached back out to Customer Support and the only response I could get from the woman on the phone was that we should have picked the right color the first time... We were on the fence between Silver Cross, Nuna, and Uppababy, and ulimately went with Silver Cross but now we know that was a big mistake. The other 2 brands have a simple & free exchange and return policy while Silver Cross is in the business of nickel and dimeing their customers. A word of advice for anyone interested looking into Silver Cross - look elsewhere like Nuna or Uppababy. There's a reason why those companies are #1 when it comes to strollers - they prioritize customer satisfaction while Silver Cross prioritizes dollars and cents.

The silver cross clic has been a huge disappointment & became faulty after being used a handful of times. Thankfully the product was under warranty but I then received worst customer service I have ever received to date. The customer advisor had no patience with me whatsoever & proceeded to give me the incorrect information about the repair of my item. The item was then returned (without any communication as to what the issue was) & dumped on my doorstep when I wasn’t at home (even though I specifically told the silver cross advisors I wouldn’t be there until the following week). Very disappointed in paying premium prices for a sub pair product & even worse customer service. Hugely disappointed.

We ordered a stroller product from Silver Cross and paid with PayPal. Our bank statement shows PayPal paid Silver Cross. Silver Cross advised us that they never received the payment from PayPal and it turns out that Silver Cross may have had their PayPal account hacked and someone changed the payment email address in the setup to a different associated email address for payment processing. Neither PayPal or Silver Cross have accepted responsibility so we are out $299. I would never buy another product from Silver Cross because they have not done what is right in this situation. They say they have fixed their payment email address issue with PayPal, but still won't honor our order. Don't use PayPal to pay for orders with Silver Cross either. Update 1-30-2021 After two plus months and hours of phone calls and correspondence with Silver Cross and PayPal we finally received a refund from PayPal today. I'm changing my review from 1 star to 3 stars because Silver Cross refused to accept responsibility that this was their issue to resolve and they kept pushing it back to my wife.