iCandy Avis 767

Poor packaging

Would give 0 stars if I could!
My Icandy peach 7 chassis broken 9 months into using it (which turns out to be the same issue as a safety notice on the Icandy peach7).
I rung John Lewis on the 3rd January to report my issue and sent photos and videos of the issue which they sent accoss to Icandy on the 5th January.
It then took Icandy till 8th January to come back and say that the picture was missing the serial number which John Lewis sent straight across to them on the 8th January. My John Lewis file handler then rung on the 12th and 14th January to request an update however each time they was told it had been sent to two different departments to review however each time it was a 24/48 hour response time! On the 15th January I finally received an email from Icandy to tell me that my case had only just been logged with them! 10 days after my case had been sent to them! I responded explaining my upset that I have been left for nearly 2 weeks with no pram and requested a hire pram while mine was fixed. I also requested that my issues where sent directly to the complaints team. To which they responded saying the delay was caused by them waiting for the serial and batch number! Which was sent on the 8th January! They also didn’t have a hire pram how ever I could wait till they did, which is useless when I don’t have a functioning pram! They agreed to send out a box to put the chassis in to return. The box arrived on 20th January so I boxed it up and phoned the same day to book in the collection, while on the phone I asked for confirmation this had gone to the complaints team and they advised it was with a senior customer service advisor. The pram was collected 21st January and I checked the tracking and can see it was delivered to Icandy today (22nd January) so I phoned to see how long it would take to repair and they have advised at least 7 working days which will take us to the end of January. Again I asked when I would hear from there complaints department and they couldn’t answer.
I’m beginning to believe that there is no such thing as a complaints department within Icandy and I wonder how they think it’s acceptable to leave me with a 9 month old and no pram for nearly a month!

Hi iCandy. The buggy and car seat are terrific. The versatility and ease of use have made all the difference, keep it up!

Ordering really easy and delivery of item outstanding only took 24 hours

Utterly awful and thoughtless customer service. I bought the iCandy peach 7 All Terrain for my sons baby born in Nov 2025. Less than 2 months of use and one of the front wheels has started to waggle. Contacted John Lewis who did try their best -to get a replacement wheel BUT NO my son has to return the whole pram for inspection! They have 3 dogs that need daily walks, baby has go too! To say this massively inconvenient to have no pram is an understatement. No replacement pram has been offered. DO NOT BUY - spend that huge amount of money with a different company

Wrong item was sent leaving me unable to use my pushchair.

Easy to order and delivered very quickly and securely

Excellent service

My review went live 13th Jan 26 & iCandy commented they would be in touch. It is now 6th March 26 and STILL no contact from iCandy. Surely this further highlights there appalling customer service.

Purchased 2 Pip Strollers, both had a different fault within 30days & zero aftercare or support from iCandy.

I purchased an iCandy PIP travel stroller from Mamas and Papas. The item was approximately 35 days old and a fault developed whilst on holiday.

The break wouldn’t fully lock and would intermittently flick off……. Which as you can imagine wasn’t very safe for a 6month baby!

As this was purchased via Mamas & Papas I was aware I had to go via the store to resolve this but unfortunately initially they weren’t very helpful (it turns out I had dealt with a new employee who wasn’t fully trained) so I contacted iCandy for support and to ask if I could have this fixed / swapped / refunded via them and they then liaise directly with Mamas & Papas. Was happy for them to simply repair this as per the warranty T&Cs.

As the item was a few days over 1 month old & the iCandy warranty is 5 years I thought they could assist in fixing this as usually a warranty is covered by the manufacturer anyway.

iCandy were really unapproachable and offered zero customer service. They basically passed the book and said they couldn’t help and I should go back to Mamas & Papas as my contract of sale was with them and iCandy would then wait for Mamas & Papas to contact them.

Luckily I got through to a manager at Mamas & Papas, I sent a clear video of the issue and this was resolved immediately and I was refunded.

I thought this issue was a one-off and as I loved the design of the stroller which genuinely has really been thought out and is very practical so I repurchased from an independent baby-store close to my home as they had this in stock for collection.

My 2nd PIP was purchased in Nov 25 and now Jan 26 this has a fault after being used twice!

This time the issue is with the button that open / closes. You are supposed to be able to flip this open easily, one handed (whilst holding a baby) as per iCandys video!

My button however sticks. I have to lie the stroller down on the floor, push it together and then try and press the buttons open. Not ideal with a baby, or when the floor is wet / muddy.

I will again go via the store I purchased this from for a replacement / repair or refund as the store is fantastic and all of my baby items have been purchased from them so I have a good relationship with them, although I shouldn’t have to be in this position with iCandy for a 2nd time where I’m now having to resolve an issue.

I contacted iCandy a couple of days ago and spoke with Terri a Senior Customer Service Advisor and expressed my frustration that I have made two purchases and both items have faults within a month. The price point paid for this stroller does not warrant the quality of the products I have received.

I asked Terri if iCandy would provide me some form of gesture of goodwill ie. A discount on a future purchase (if I were to buy for a third time this is now more expensive than I paid) or even offer me a partial refund, or even a free pram accessory such as footmuff or cup holder just by way of an apology for the inconvenience I am again going to be caused for something that isn’t my fault.

Terri wasn’t very supportive. She just kept re-iterating I need to liaise with the store I purchased this from and basically shut down my request for a gesture of goodwill.

She wasn’t really interested that I had received two faulty items and it was clear I wasn’t valued as a customer. The impression I got was that I wasn’t worth there time.

Now, for a second time I need to take a video of the fault, email this to the store, liaise with the store a collection to send back to iCandy, securely package it back it up, wait home all day for DHL to collect this, this will then be “reviewed” by iCandy. I will then need to follow up via telephone calls / emails and wait home for either its return or a new stroller.

As a first time mum, I really don’t have the time or energy to be resolving this for a second time within 3 months, whilst I am trying to arrange my son’s first nursery, go back to work and start a new job and move house.

It’s really unacceptable customer service and I’m surprised at both the lack of support and that iCandy aren’t at all fazed I have received two strollers both of which were faulty.

There are so many other travel strollers on the market between £90-180 that are excellent options but this one retails at
£429 and yet the aftercare I’ve experienced is awful.

I’m expecting I’ll send my second stroller back for “review” and they’ll probably say there is nothing wrong with the button when I know there clearly is. I think iCandy feel that because UK influencers have choose to purchase there items they have a level of superiority.

Professional responses and great customer support as called a few times prior to purchase.

It was OK. Nothing special for the price we initially paid for the pram which was around 1000 pounds.

Product was sent to the wrong address. Which caused us a major problem

Fantastic service from start to finish and very quick.

Easy to order, quick delivery, well packaged item.

Absolutely first class customer service. We ordered some pram parts to take to family in Portugal. The parcel was lost by the carrier. Nicola from customer services was friendly and helpful, she despatched more parts and then after we realised they might arrive later than our departure, she even went back and changed the delivery address. Happily the new baby will have a fully functioning/equipped pram. Thank you.

Really helpful service lady and part ordered arrived quickly. Only reduced a star as many items on the site don't have a picture, resulting in wrong item being ordered/sent originally.

[17/12 updating my review since it’s now resolved]

It was after putting my comment on TrustPilot that the issue had been picked up promptly. A lady (name possibly Donna) contacted my mum (who bought this as a present for my first baby so all proof of purchase was in her name) and a box delivery and collection of my pram was arranged quickly after. My pram was then fixed and delivered back to me in about a week.

I can’t justify giving 5* and I believe iCandy can understand why, as this should never have escalated to the point that it had. They like to market themselves as a premium brand therefor the customer care should reflect it. Apart from the lady who contacted my mum after my review on here who was very apologetic, I felt I was treated poorly and the customer care team really didn’t care when I explained I was “stranded” without my pram and SMP is not enough to facilitate buying a temporary replacement.

Hopefully I have no reason to contact them again and the pram lasts. Thank you for organising a fix quickly…

*****
Absolutely disgusted with the customer service from iCandy.
My iCandy Peach 7 broke after less than 5 months of use, and the whole repair process has been a nightmare.

I first called to report it and was told to email the details — I did, and that email was completely ignored after I responded.

I then called again to chase it and was told a box would be delivered so the pram could be collected. They asked for my details, which I sent a week ago, and yet I’ve still received no response and no action.

I called again yesterday (2/12) and was told I’d get a reply today… and unsurprisingly, still nothing. My comments on social media pleading for assistance have been deleted.

For a brand that markets itself as premium, this level of customer care is unacceptable. I genuinely regret buying my iCandy. My pram is unusable, and this has massively limited my ability to get out with my baby.

Really hoping someone finally takes responsibility and sorts this out.

I stayed in today for my parcel for them to say they missed me no one called my buzzer been waiting how long I'm very annoyed by the delivery service