Uppababy Avis 

I am writing to express my extreme frustration regarding the delivery of my parcel. The service provided by both the sender and the delivery team has been incredibly disappointing and unprofessional.
I find it completely unacceptable that I am expected to wait at home every single day, only for the driver to show up, take a photo of my doorbell, and leave immediately without even attempting to deliver the package. This "hit and run" tactic is deceptive and a total waste of my time.
I am a very busy person and I do not have the luxury of waiting around indefinitely for a driver who has no intention of doing their job properly. This situation has caused me a great deal of stress and unnecessary disruption to my schedule.

I ordered a minuv2 on the 13th of April 2025. Unfortunately, it arrived with a fault. A screw was missing from the section that holds the seat up. I immediately contacted uppababy in regards to getting the safety of all parts of the pram checked or replaced.
I was sent a replacement frame without any agreement that this was suitable but at the time I was willing to accept it as I just wanted a working pram.
Unfortunately, again when this frame arrived it was damaged and had a small piece missing /snapped.
I was then told sometimes this happens in transit while I can understand that occasionally things get damaged, I just wasn't happy with experiencing 2 faults and no concern that the rest of the parts were safe.

I requested to return the goods for a refund at this point. This request was denied and I was offered another replacement frame only. Never offered a full replacement of the whole pram.
After many emails and a phonecall they offered to check the safety of the rest of the pram when they had a rep in my area in June.

I asked multiple times for them to supply me with documentation/ point me to the section of the Australian consumer guidelines that would show I was misunderstood in my rights to request a refund.
They ignored this only saying it's their decision to not offer a refund.

I have since contacted legal commission of South Australia to get advice and they directed me to inform cool kidz of the specific section of the law they are not following, hoping it is just a misunderstanding of their understanding of the law.
This was met with sorry we unwilling to change our minds.

Since I had no other option but to accept another replacement frame without taking this company to court. They have now asked me to pay for that shipping of this item.

It really feels like a big company is bullying a first time mum thinking if they just say no I won't be entitled to my legal rights and I will just go away.

I've worked in retail and wholesale myself for 15 years and I have never seen this kind of conduct.

Both the Legal commission of South Australia and consumer affairs Victoria agree the conduct is ILLEGAL but it's my responsibility to take the company to the courts.

Unfortunately I don't have those kinds of funds available. especially since I now have to purchase another pram as in the current state this one is not safe to use and I refuse to give this company any more money.

If I was in position to take this further I would absolutely do it to stop this from happening to another mum.

I really wish I had looked into the fact I was not actually ordering direct from uppababy even though the website appears this way it is actually a Victorian company called cool kidz and read all the horrible reviews about this company - lesson learnt.