Ergobaby's ergonomic baby carriers are award winning carriers acknowledged by the International Hip Dysplasia Institute. Shop our baby carriers and baby products today!
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Is Ergobaby legit?
Ergobaby (ergobaby.com) has a 3.8 out of 5 rating on OK.one, based on 102 user reviews collected here. It is listed under Shopping & Fashion and its reputation is mixed. 23% of reviews are 1 star, a relatively high share; The business has replied to 75% of negative reviews; Reviews mostly discuss Product, Quality, User experience. Last updated 2026-08-11.
What reviewers say
AI generated
Reviewers had a great experience with this company. Consumers frequently mention that the baby carriers and strollers are exceptionally comfortable, lightweight, and crafted with high quality fabrics that provide great ergonomic support during daily use. Many people also greatly appreciate the reliable delivery service, noting that their online purchases arrive promptly, safely packaged, and ready to use right away.
However, some customers also noted unexpected shipping delays and tracking issues that caused frustration when waiting for urgent items. A few other people also felt that securing replacement parts or dealing with specific component mismatches and order discrepancies can sometimes be rather challenging.
Auto-generated from all reviews of this business. For reference only.
★☆☆☆☆
AVOID, AVOID!!
This is the first negative review I have ever written online. In fact, I almost never leave reviews at all. However, my experience with Ergobaby EU has been so disappointing that I felt I had to share it.!!!!
After sending multiple emails over several days, I received little to no meaningful assistance. My issue was time-sensitive, as I needed to update my delivery address and arrange a return, yet my emails were largely ignored. Because of this lack of communication, I was left uncertain whether my request had even been processed.!!!
What makes this even more frustrating is that this is not a budget brand. Customers spend a significant amount of money expecting premium products and premium support. Ive made an order with not a small purchase, and when issues arise, customers deserve prompt and professional communication.!!!!!
We know that serves parents and babies—an area where trust, reliability, and customer care should be a top priority.!!!!That is exactly why I find this experience so shocking. I genuinely cannot believe that such a well-known international brand treats its customers this way.!!!!!!
Also, I was unable to register my return through the website at all. Without customer support responding to my emails, I was left with no way to proceed.!!!!!
Based on my expirirnce, PLEASEEE PEOPLEEE….
DO YOUR SELF A FAVOR;
PROTECT YOUR TIME, YOUR NERVES, AND YOUR MONEY!!!
DO NOT
ORDER FROM THIS WEBSITE!!!!!!
(( Unfortunately, my matter is still unresolved, and the saga goes on…..)))
Reply from Ergobaby2026-08-07
Hi Ana! We are so glad we were able to connect and get this resolved for you!
Experience has shown that sometimes internet supply can be fraught with risk. I had ordered via a major retailer who passed the order to Ergobaby for direct dispatch, which they did, unfortunately it was delayed more than anticipated, probably by the XMAS loading uplift, then when it arrived, it was damaged and didnt work properly. Here is where Ergobaby went, in my view, above and beyond. They arranged collection and because we were due to travel on 16th Jan, having ordered nearly 4 weeks before they refunded what I had paid as I had to go to buy a travel pram locally. It is not necessarily the products that are always rated, but Ergobaby customer service and support did an amazing job. Thank you.
Reply from Ergobaby2026-07-22
We're so glad you're satisfied and truly appreciate your support. Thank you for taking the time to review us!
Awful. Ordered replacement buckle for omnibaby - hadn't turned up after two weeks so emailed. They didn't respond to first email, their chatbot was useless; they responded to second email to say basically naff off until it's been a month!!! Absolutely terrible customer service. Would not recommend.
Update: Received another email saying again that they just send in an envelope and can't track, and to wait until Monday. I ordered on the 12th June, paid 5 for postage, in addition to the frankly obscene cost of 5 per buckle - what are you spending that postage money on as I can tell you, business postage for two small buckles doesn't cost that. Good customer service would be posting out again free of charge, and not after at least two weeks of an item not arriving - has you done that, you would have had a happy customer. Even the below process is ridiculous - why not just ask me for my order number rather than wasting even more time going through trustpiliot. As it is, I'm still without a working omnibaby carrier. Order 789813.
Reply from Ergobaby2026-06-26
Hello S Taylor,
We’re sorry to hear about your experience and apologize for the frustration caused.
We’ve reached out to you privately via Trustpilot to request a few more details. If you’re willing to share them, we’ll be happy to look into this further and help resolve it.
Thank you for your feedback.
Note:
We’ve submitted a request through Trustpilot asking for a few additional details so we can investigate your case further. This is part of Trustpilot’s internal messaging system rather than a direct email, so it may not always appear in your inbox.
Once the information is received, we’ll be able to continue assisting you right away.
Note:
Thank you for your feedback. We’re very sorry to hear that you are unhappy with your experience. Buckles are shipped in standard envelopes as part of our current fulfillment process, which is why the packaging method cannot be changed.
Our customer service team has already reached out to you by email to help further and provide support. We hope this will help resolve the situation to your satisfaction.
If you have any further questions, please feel free to contact us directly.
When you pay a premium price for a carrier you expect the same level of quality service. I ordered my carrier awhile ago and still have yet to receive the goods. The tracking numbers provided are not working. I’ve not received an email response back to my customer support queues. The UK customer phone support line doesn’t work. I’m beginning to think the whole company is a scam. It’s just so disappointing and don’t know if I can ever expect to receive my carrier? I should’ve gone babybjorn …
EDIT: they give you a generic reply (as below) - the customer service team ensured I would have a working tracking number as of two days ago and yet still all the links they provide result in an error message. There is still no hope of receiving the purchased goods. If I could give negative or zero stars I would.
Reply from Ergobaby2026-06-04
Dear Brigid,
Thank you for sharing your experience with us.
We are deeply sorry to hear that you have gone through a disappointing and frustrating customer experience. We understand how important timely communication and reliable service are, and it's clear that we fell short of these expectations in your case.
Additionally, we regret that our phone support was not available when you needed it, and that our email responses were not as timely or helpful as they should have been.
It looks like our customer care team is already in contact with you, and you are in very good hands with them.
We truly appreciate your patience and trust, and we are confident that our team will do everything they can to turn this experience around and provide you with the best possible support.
Best regards,
Your Ergobaby Team
They make refund impossible. Solicitor being instructed.
Requested refund (well within time frame to do so, plus I only require a refund because the delivery was so delayed) weeks ago but have heard nothing. Sent multiple emails but heard nothing. Seems I will have to instruct a solicitor to obtain a refund. Outrageously bad customer service.
Products are good, however I would recommend not ordering from Ergobaby directly
Delivery took 10 days, and then when we wanted to return our item Ergobaby did not reply to our multiple emails, nor their chat, nor their phone lines which just go straight to an automated message and nobody picks up.
Their returns portal doesn’t work.
We are still waiting to return our item as per our consumer rights
It seems the only thing they reply to is Trustpilot reviews!
Reply from Ergobaby2026-06-04
Dear El,
Thank you for sharing your experience with us.
We are deeply sorry to hear that you have gone through a disappointing and frustrating customer experience. We understand how important timely communication and reliable service are, and it's clear that we fell short of these expectations in your case.
Additionally, we regret that our phone support was not available when you needed it, and that our email responses were not as timely or helpful as they should have been.
It seems that you have already received our customer care team's assistance but if there's anything else we can do to make things right, please don't hesitate to let us know. We value your feedback and are committed to improving our customer service as well as ensuring that our customers have a positive experience with Ergobaby.
Thank you again for your feedback, and we hope to have the opportunity to serve you better in the future.
Best regards,
Your Ergobaby Team
The products are high quality but company is unhelpful and unsustainable
The products are high quality. The problem is customer service and replacement parts. For example the a wheel for a metro plus deluxe is no longer available (3 yr old model)
This is totally unsustainable and means perfectly good products are scrapped due to loss of a small part.
Reply from Ergobaby2026-05-22
Dear Nathan,
Thank you for your feedback and for your kind words about our product quality. We’re very sorry to hear that your wheel got lost, and we understand how frustrating this must be.
While we do our best to keep spare parts available, some items may be limited due to production constraints and warranty needs.
Thank you again for your feedback. Your comments are valuable to us and will help us to improve our service.
Best regards,
Your Ergobaby Team
Terrible customer service. I needed support with a return which they took ages to get back to me for a simple question. I returned the items and am still waiting for my refund nearly a month after the tracking says it was delivered. Again, I can't get hold of anyone via customer services and just have to wait until someone can be bothered to reply to my email. I would never order from them again. It is a shame as I have always liked the brand.
Reply from Ergobaby2026-05-14
Dear Customer!
Thank you for your feedback, and we are very sorry to hear about your experience and the frustration this has caused you. This is not the level of service we aim to provide.
We would like to look into your case and assist you further, however we are unable to locate your order based on the information provided in your review.
Please contact us directly at [email protected] with your order details, so we can review your return and refund as quickly as possible.
Kind regards,
Your Ergobaby Team
Had a failed delivery (not Ergobaby’s fault!). The contact with customer support was great, very understanding and quick!
Had a fast delivery with the 2nd attempt!
The embrace carrier is amazing, very easy and fast in use! My daughter loves it! She likes to be carried around frontal and backwards. It makes her sleepy when she needs to be and happy by looking around when she’s awake!
Reply from Ergobaby2026-05-14
Thank you so much for your kind words! 😊 We're absolutely thrilled to hear we could help. Enjoy the product – we hope it brings you tons of joy! 🎉👶
Ordered my Ergobaby classic carrier with delivery in 3 to 5 days and have heard nothing since. When I attempt to track delivery it says shipment is delayed but there is no other information available. I have no idea where my delivery is. All my attempts to contact Ergobaby (via email and social media) have been ignored.
I purchased the carrier for a holiday this weekend and now have no carrier for my baby.
Reply from Ergobaby2026-05-14
Hello Victoria,
Thank you for your feedback, and we are very sorry to hear about your experience and the inconvenience caused, especially as you needed the carrier for your trip.
Our team has already reached out to you twice via Email to assist and provide an update on your order.
We understand your frustration regarding the delay and sincerely apologize for the inconvenience. If you still need support, please feel free to contact us at [email protected] .
Kind regards,
Your Ergobaby Team
Excellent product, the only design flaw is related to the fact that side straps and buckles are located directly on the breast which is not very practical for lactating women and might cause some discomfort.
Spare parts arrived slightly late (10 days) but arrived and we are happy to use again our ergobaby after 7 years and still fit perfectly our new born baby.
Shocking lack of customer service. Contacted them a week ago by email requesting a replacement buckle. Received an automated response saying they’re looking into it but nothing more. No response to follow up emails. Tried calling the phone line but this just cuts you off due to a “high number of calls” and no option to wait on hold. I am left unable to use my carrier. It appears you used to be able to buy buckles online but they have removed this option - I assume to try and make you buy another £200 carrier! US ergobaby (this is the email on the website) got back to me straight away and would have sent one to a US address free of charge but couldn’t send this to the UK and redirected me to the non-existent UK customer service.
Web site easy to navigate and ordering was simple.
Product arrived on time and was well packaged.
It was as described and of good quality.
Overall very happy and would order from this company again.
Purchased the Omni360 baby carrier before our son was born in June.
Started using it as soon as he was big enough and have used it lots since.
Material is really soft and fit is great, both for us and baby.
Once you've got the hang of what needs clipping where it's easy to use and adjust to fit. Mostly used on the front (both to and away facing) but have recently started to putting him on the back because he's getting very heavy!
Quite expensive but you can definitely feel the quality
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