Breaks Easily and Company Has Terrible Customer Service
Written: Oct 24 '05
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Pros: Lightweight and very maneuverable
Cons: Poorly built and horrible customer service
The Bottom Line: I do not recommend this stroller. Given the cost, it should be better made and the company should be more responsible to its customers.
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| timestwo's Full Review: Maclaren Twin Traveller - Carbon/Crimson Umbrella ... |
After a good deal of research, we purchased this stroller for our infant twins (now 8 months old). Since they were about six weeks old, I have used it every day, usually walking on a paved path at least three miles a day while they nap. I collapse it (carefully) after each use because we have a small house. I like how lightweight it is, how compactly it folds, how easily it handles in tight spaces (it fits down tight store aisles and doorways), and that both seats recline. However, I've been very disappointed by the craftsmanship and customer service from Maclaren. The stroller is now broken in three places and I have no idea if or when we'll be able to get it repaired. After two months of use, the clasp attaching one side of the canopy to the frame began to continually become unclasped, causing the canopy to fall down on that side. It wasn't a huge problem, just an inconvenience. About a month later, a piece on the frame on the other side of the canopy snapped at the main rivet, causing that side to fall down. This second problem is more serious because the piece is sharp and although I'm able to rest it on the rivet, it pops off and could injure a curious kid, which means I put my less active baby on that side of the stroller. So in August, I started the process of trying to get the stroller fixed. I contacted the on-line retailer, from whom we purchased the stroller. They told me that since I'd purchased it "a long time ago," (6 months), I needed to contact Maclaren directly. I talked to Maclaren headquarters, and they directed me to a local dealer. The local person told me he needed to order a new rivet. So beginning in early September, I began calling the local dealer every week to check on the status of the rivet. By the end of September, when no rivet had arrived, I contacted Maclaren again. They told me they would talk to the supplier and get the piece shipped to the dealer. A week later, Maclaren had called the dealer to say the piece was on its way, but the piece still has not arrived. When I spoke to Maclaren headquarters last week, they told me that the person responsible for parts would call me that day. They gave me the person's first name, but refused to give me his phone number. Since I still haven't heard from the parts person, I called again today and they gave me a different name of the "parts person." I asked for this person's direct extension, but they again refused to give it to me and told me that I'd get a call back "soon." Since I began this process of getting the canopy fixed, one of the seats has broken such that it won't stay upright on one side. So the baby in that seat either needs to be in the fully reclined position, or propped up w/ a pillow under the seat to keep it upright! Now I wish we'd bought the Combi!
Recommended:
No
Amount Paid (US$): 300
Age Range of Child: 0 to 12 Months
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Epinions.com ID:
timestwo
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Reviews written: 1
Trusted by: 0 members
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