Cybex Gazelle S Stroller Seat Malfunction and Broken Front Wheel Left Us Unsafe

I am extremely disappointed with the Cybex Gazelle S double stroller due to multiple serious issues we have experienced. First, the seat recline mechanism malfunctioned, making it impossible to adjust properly. We had this repaired through the service center, but not long after, the same problem occurred again, forcing one of our babies to travel in a reclined position for an extended period.

After a long wait, the seat mechanism was finally repaired. However, on our very first walk after the repair, the front wheel broke off. This happened while pushing the stroller from Kadıköy Bağdat Street down to the seaside, on a flat concrete surface under normal usage conditions. While there may have been slight pressure, it is impossible that I applied enough force to break the stroller—especially with both of my babies seated in it.

We specifically chose Cybex because it cost 2–3 times more than average strollers and we expected premium quality. Unfortunately, this experience has completely shattered our trust in the brand.

During the repair process, we tried to handle everything under warranty. Yet, customer service took no initiative, leaving all decisions to the technical service. Finally, they claimed the broken front wheel was due to user error, and said replacement could only be done for a fee. This response has been an enormous letdown, especially from a brand that should prioritize safety and reliability in baby products.

As a customer, my expectation is clear: Cybex must immediately resolve this issue, replace the faulty parts free of charge, and acknowledge that these failures are due to design or manufacturing defects—not user error. I strongly urge Cybex to demonstrate a customer-focused and solution-oriented approach, rather than leaving families with defective and unsafe products.