silvercrossus.com Reviews 22

Customer service was able to execute my request exactly.

Everyone at Silver Cross was extremely responsive and in a timely manner. My stroller had delayed shipping and the team kept me up to date on the process the whole way through. I never had to wonder where my shipment was. When my stroller arrived, it was missing the mattress and protector and the team worked with me seamlessly to get the issue eradicated and was so polite!

Lyca was amazing with helping me with my order, I appreciated her quick and helpful responses to my multiple questions about my order. I’ll definitely be making orders with silver cross in the future ❤️

Responsive. Quick.

Marlon was extremely responsive and quickly resolved our issue - it’s rare to have a customer service person quickly understand the issue and quickly fix the situation- thank you

There was an error in my email address and an error in the shipping information. This person corrected the mistakes and sent me email verification which I appreciated.

I can’t say enough good things about Silver Cross and their customer service team.

We had an issue with our stroller—one of the wires cracked, making it impossible to fold. Since we use our stroller every single day for our two kids, this was a major inconvenience for our family. Thankfully, Silver Cross truly stood behind their product.

We reached out and were assisted by Gabriel, who was exceptional from start to finish. He walked us through the process step by step, responded quickly to every message, and was incredibly patient and understanding given how urgent our situation was.

What really stood out is that they went above and beyond. Not only did they honor the warranty, but they also provided us with an upgraded double stroller—something they absolutely didn’t have to do. That level of care and commitment to customers is rare.

We are beyond grateful to Gabriel and the entire Silver Cross team for taking care of our family. This is a company that truly stands behind their products and their customers.

Highly recommend!

Fast and helpful customer service. Great experience!

We ordered the beautiful Espresso special edition Reef 2 stroller and bassinet bundle! Ordering was very easy and shipping was remarkably very quick! The stroller arrived in two boxes one for the bassinet and one for the stroller! It was packed very well and arrived in perfect condition, the fabric on the special edition is embossed and so soft and beautiful!! I can’t wait till my grandbaby girl is born to take her around the neighborhood in this beautiful stroller!

Gabriel was amazing deserves a promotion for helping me

I was very excited to receive a stroller from this company but it never shipped. I ordered adapters for the stroller that were received, but the stroller itself never shipped. Silver Cross has withheld a refund for the stroller and is demanding I return the adapters until they can issue a refund for the stroller (even though the adapters were a completely separate paid item). This is not listed anywhere in their return policy. I highly recommend NOT buying from this company as the customer service is awful and they are illegally holding money for something that was never shipped.

Purchased reef 2 stroller and bassinet. Spent over $1500.

Stroller chassis came scratches on the logo area and on the sides. Reached out to silver cross about this and there first response was they can’t do anything as the stroller functions are not damaged but they acknowledge it came damaged so they offered me a free gift worth up to around $150.

I spent over $1500, on a stroller system that it supposed to last years. The company’s response tells me they don’t care about their customers and have no pride in their brand. How can you sell strollers for this price with this mentality?

Only after mentioning that they’re not meeting legal guidelines did they offer me a replacement chassis, and said I can CHOOSE between the chassis OR free gift for the inconvenience and having a unaesthetically pleasing stroller due to their poor quality control . It doesn’t sit right with me that a company that sells strollers world wide would say to a customer in other words “we will either fix the problem OR give you a gift worth less than 10% of the value you spent for not fixing the problem”.

As a customer I would not purchase from silver cross again, the whole experience has put me off, I’m very disappointed.

If i could give 0 stars i would. In April i had purchased a baby carriage that did not ship till the beginning of may. On May 3rd the package was delivered by Fedex to the wrong address and it was signed for by a person we did not know. After reaching out to fedex and silver cross for over 2 months they came to the conclusion that they would not replace my carriage or provide a refund. After continually calling them and FedEx, FedEx told us that they reimbursed SILVERCROSS for the missing carriage. Long story short they received DOUBLE the funds and i am out $1,300 with no baby carriage. Moral of the story is... if you order from them your package has NO insurance or protection so think twice before purchasing from this fraud company.

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.

Terrible customer service and false advertisement, I will never purchase from Silver Cross again nor recommend it to anyone else. I purchased the Jet 3 Compact stroller which I was happy with at first because it met all the requirements we need to bring as a carry-on onto a flight. I was also excited to see their product video, as well as stated on their website that the unfolding of the stroller is "one simple motion", which is NOT the case!! The stroller I received does not flow in a simple motion at all, when I followed the manual and the video to unfold the stroller, the front wheels do not lock in place as demonstrated in their video, I had to manually lock the front wheels one by one. I thought I received a defective item, and I then immediately request a return, instead, I was asked to submit a warranty for the product and send a video of how I unfolded the stroller. I even scratched myself during my first few attempts trying to unfold the stroller, after I sent them the video, they called me saying that they will not cover the return shipping cost if I decided to return it because I did not unfold it correctly, despite I did the EXACT SAME THING, the Customer Service told me over the phone that I had to do something to the stroller's side in order for it to open, and it didn't unfold as shown in the video because it's a brand new stroller. I requested her to email me what she said, instead, she sent me another YouTuber's video unfolding the stroller, also just demonstrating the "one simple motion", without mentioning what she said to me over the phone. What's demonstrated here is that they are either refusing to admit they sent me a defective product or it's a total false advertisement. Terrible customer service does not hold up to their prices or their seemingly reputable brand, very disappointed and will never purchase any products from them again.

I had a very bad experience with my product, and I tried to contact them many times the company really play around with me.
"I pay more than $1,000 for a piece of garbage"