silvercross.com.au Reviews 

If there was no stars - that would be my rating. I purchased my pram and capsule on 15 September last year and still waiting for capsule. Today is 8th February.... Baby is due in 6 weeks. No remorse, no phone call to at least apologise and offer refund, nothing. Thinking of bringing this matter to court.... too much for expecting parents to deal with....

If you’re anywhere outside of the UK then DO NOT BUY!!! Absolutely terrible customer service. So incredibly disappointed, will definitely be shopping other brands next time.

Order was placed at the start of July but we still haven’t received the pram while the baby is growing fast. We have no idea how to be in touch with the Silver Cross Team. No one has ever answered our call or email. How to solve this and know the status of our order?

Sliver cross will NOT reply back to me emails or answer calls. They have told me my pram has arrived at there warehouse two weeks ago. I have had my baby which I have told them and still NO reply and im pramless. Disgusting customer service.

Ordered an expensive product on the 1st of July. Still has not arrived, plus unable to track! Have left several voice messages and sent numerous emails. Baby shower been and gone with no gift to give! Appalling customer service, well non exisiting customer service. I’ve never experienced anything like this with an online purchase. Would NOT recommend this company and now need to work out whether to cancel my order due to no communication and not receiving purchased item.
Disappointed is an understatement!

Purchased a pram on the 23/06/23 and still haven’t received product (or a refund) even after multiple times of being told the order will be fix up and dispatched immediately.

Benefit of the doubt was given at first as their websites shipping policy states up to 12 business days for orders to be dispatched. On the fourteenth business day since purchasing and no update from the company I emailed to find out what has happened with this order.

First was told on the 13/07/23 “There was a technical error, and your order did not carry across to your warehouse system. We have fixed this and your order will be dispatched from our warehouse next week.” The order was not shipped the following week.

I emailed the company again on 18/07/23 to which I received no reply and then followed up again on the 20/07/23 which I got told “Your order has been packed and will be dispatched from our warehouse by tomorrow.” The order wasn’t dispatched the following day as advised.

I followed up yet again on the 21/07/23 and was giving a different story of “Our warehouse has been short-staffed and is working through a backlog of orders. It will go out next week on Monday and you will be emailed the tracking link.” However Monday came and went and still no product has been dispatched and follow up emails from Monday 24/07/23 have gone unanswered.

If the product is not in stock that’s fine, refund the money and I will go purchase elsewhere. Also if the backlog and lack of staff is that bad that it’s taking more than a month to ship items then then that needs to be very clearly stated on the website/before check out.

If I had known it would have been this hard to purchase from Silver Cross I would have never have bothered to begin with.

At this point I am out of pocket for the cost of an item that customer service, or lack there of, seem to have no urgency in getting shipped or even refunding.

I’ve had products shipped from overseas with less issue than this. Save your money and avoid at all cost.

I purchased the Reef Neptune at the baby expo in Canberra, Nov 2022.

Initially the pram was good, it is very light weight, easy to fold and takes a small footprint when folded. However I did notice from the get go that is isn’t ideal for anything beyond a shopping centre. It is terrible on a footpath with even the slightest bumps, it is very difficult to get up and down gutters as it doesn’t lever well.

About 3 months in to using it I noticed the left main join to collapse as the pram was in use, this problem progressively got worse. I lodged a warranty claim and this is when the true silver cross appeared.

The customer service has been atrocious. It has been 3.5 weeks of attempting to have the warranty claim even acknowledged. I have submitted 3 warranty claims, and send countless emails, and I continue to just be told to fill out a claim.

The pram is sold as a high end product. I would rate it as an average product which is severely let down by non existent customer service.

Customer service experience has been awful.

I made a purchase on 11th of January which took almost a month to dispatch despite their shipping policy staying 10 working days. They made no contact to inform me of the delay until I emailed them, after initially doubting I had even made the order, their response took three days and their customer service phone number is just an recorded message stating the number is unmanned. They apologise for the delay and say they have been short staffed. That’s fine.

I finally asked to cancel the order in February but they shipped it the next day. I returned the item at my expense ($50+) which they received by 14th of February and made no contact about my refund.

On the 28th of February they respond to my emails from 22nd Feb and 27th Feb apologising for the delay and ask me to provide them the tracking number and state they have “issued” a refund.

Fast forward to March 19th and no refund. Another email sent. Response on 21st apologising for delay. By 25th of March I have a refund for the item.

Problem is their cancellation policy states they will refund shipping too. I send an email and receive a response on the 27th March stating:
“ We apologise for the confusion, our return policy is here: (website)/pages/returns-policy

We have seen that the information under the cancellation tab on the same page contradicts this information, and our web team are working on removing this.

This has been sent to our team for internal review and resolution. As their reply time is typically 1-3 days, as soon as we receive an update, we will follow up with you right away.

We apologise for any inconvenience this has caused you.”

There’s no confusion on my part they have a stated policy.

I don’t receive a response so follow up on 7th of April. They send me a reply on the 11th of April informing me they have issued a refund for the shipping.

I don’t receive a refund so I send them yet another email on the 11th of May asking someone to look at this which they responded to on the 17th May apologising again and informing me my email has been forwarded onto the relevant parties.

It’s now 22nd of May and I’m yet to receive a full refund. My son is almost two months old and this ordeal started three months before he was born.

If I hadn’t been diligent enough to follow this up, easy to forget when you’ve got a child or one on the way, I would have been out of pocket for the cost of an item, shipping to me, and return shipping, with nothing to show for it.

I purchased the pram in March 2021, and started using it in July 2021 (a week after I had my baby). The wheels and the frame started making a squeaky noise after only a few weeks and it was getting very difficult to move the pram around. On top of everything the colour on the handle started wearing off looking very old and cheap, while this is one of the most expansive prams in Australia. The handle is getting worse and looks terrible.
To make everything a lot worse Silver Cross is suggesting that I send the pram back to Melbourne for a couple of weeks to be inspected and repaired during which time I should borrow a pram from a friend (which is not an option for me as I don't have friends with a spare pram) as they are unable to provide me with a loan pram due to the Covid situation. I fully understand that Covid hasn't made things any easier for the businesses but why are they allowed to sell prams outside of Victoria and deceive their customers.
Silver Cross also suggested I use silicone based lubricant to repair the pram. I ended up doing this for the wheels as it was waking up the baby. but I can't do this for the frame as I don't know what's actually making the noise... so their expectation is that you spend over $2,000 on a pram and then some extra more for the repairs....
Don't waste your money on Silver Cross as they don't actually care about their customers and you will end up spending a lot of money on a pram that will break and look disgusting after only a couple of months with no one caring for you as their customer.