Integra Baby  Avis 58

I was recommended Integra baby carriers from a family member, but I wish I hadn’t been so trusting and read the reviews first as I have had the same experience as a lot of other people.

I ordered a carrier in December 2025, it was stated there would be a 5 week wait as it was a pre order - fair enough.

At the start of January I had reached out to Integra via their website chatbot as I hadn’t received an email confirmation and wanted to make sure they had my order as it was nearing the 5 week mark and I had no communications from them but the money had been taken for the carrier. I was told they had the order and the carrier was being completed that week and would be sent out to me within the next week.

A couple weeks later I still hadn’t received the carrier or any dispatch notifications, so I emailed to get an update. Sarah got back to me weeks later apologising and said the carrier would be shipped in the next 10 days.

Now a month after this alleged 10 days and I have no carrier, and Sarah has failed to respond to any of my follow up emails.

Unfortunately I have the same story as so many other reviewers here. I hired an Integra Solar for a while so decided to buy my own for summer 2025. I ordered in May for a preorder that the website said would be shipped in June. I actually did receive a carrier, though not until July. Not a big deal to be a month late. However, the colour I received was really different than the way it appeared on the website. “Vanilla” was more like banana yellow than a warm beige. So I requested an exchange.

Sarah wrote back to me, directing me to send the carrier back to an address but made no assurances that she’d send a new one in its place. I was nervous about this so emailed a couple more times to make sure this was the actual, official exchange procedure. When I received no response, I decided to risk it and send the carrier back.

And on the saga goes…several attempts to contact Sarah via email, web form, and Instagram. Here and there I’d get a response back promising she’d send a new carrier - broken promises. Eventually I filed a charge back claim with my credit card.

Only then did Sarah finally take me more seriously. She again promised to send me a new one “today” - again that didn’t happen. She did finally send one, which I received in late September. So disappointing as I missed the entire summer using this carrier. By next summer my baby will be too big for it.

The carrier is mostly as promised, though the warning label on the interior is fraying. It’s functional nonetheless. So disappointing that Sarah not only could not communicate what was happening but continued to offer excuses along the way. No apologies whatsoever. I really wanted to get a toddler carrier from Integra but after this experience I’ll be seeking a different brand.

Awh man I wish I would’ve read the reviews on here before ordering.
I was so excited for ordering the Integra, I read so many good reviews on a facebook-page for baby carrying.
I ordered over a month ago, a carrier that supposedly would be made for me and sent within 10-14 days.
So far, I’ve only recieved the order confirmation. I have contacted them through their contact form twice, then on Instagram, then the contact form again. Total silence. I wrote on Instagram once again and finally (!) got an answer - I was told that it would be looked into and responded to. Since then, I haven’t heard a word.
I will now try to cancel my order and get my money back, since I needed the carrier for a trip and have now had to buy another one, unfortunately. So we’ll see how that goes!

Update:
Within a couple of hours after posting my review, Sarah reached out and cancelled my order and gave me a refund.

Like others have stated, no communication whatsoever. I found Integra Baby through many positive reviews online. They did warn about long ship times, however I was not expecting THIS long and zero communication about status. I ordered December 4th, it is now December 27th and I have had no updates. I even reached out 3 times now (through e-mail and messaging on website) and have gotten no response. I read that if you reach out on social media you can get a response, however I have no online profiles and do not want to make one just to get an update. I begrudgingly downloaded "Shop" app to track it, and there has been no updates there either. The only communication I have received is confirmation of order the day I purchased. I thought ordering a month ahead was enough time, but here we are, 2 days past my due date and not even an update. Really don't want to have to cancel, but at this point I feel my money (as well as the family member's) is being held hostage. This was a big purchase for us and I am beyond disappointed.

If I could leave zero stars for Integra Baby and Sarah Sadler, I would do so without a moment’s hesitation. This has been, without a doubt, one of the most frustrating, stressful, and unprofessional retail experiences I have ever had the misfortune of enduring. I am writing this review as a stern warning to any parent thinking of ordering from this company: do not do it. You risk not only failing to receive your item when you need it but also facing a month-long battle to get your hard-earned money back from a merchant who makes promises they have absolutely no intention of keeping.

My ordeal began on the 23rd of September 2025, when I placed an order for an Essential Black Integra Carrier Size 3. I paid £109.50 immediately. The website clearly stated that the product was "ready to send in 7–10 days." I relied on this information because we were preparing for a family holiday, and this carrier was an essential piece of equipment for our trip. I calculated the dates, left a buffer for shipping, and trusted that a legitimate business would adhere to their own advertised timelines. That was my first mistake. The days ticked by with absolute silence from the company. No dispatch notification, no update, no communication whatsoever. When the deadline passed and our departure date loomed, I had to chase them myself on the 5th of October, only to be told the carrier hadn't even been made yet.

Because they missed their deadline, the carrier was useless to us. We were leaving the country, and the item would have arrived at an empty house. I immediately requested a cancellation and a refund on the 6th of October. Sarah agreed to process the refund. I thought that would be the end of it—a disappointing transaction, but at least I would have my money back. I was wrong. This was only the beginning of a saga filled with incompetence and deceit. On the 14th of October, I received a notification from PayPal stating that the refund initiated by Integra Baby had failed. When I forwarded this to Sarah, she claimed PayPal wasn't allowing her to process it again and explicitly offered to send the money via a direct PayPal transfer instead. I accepted this solution in good faith, just wanting the matter resolved.

What followed was a masterclass in gaslighting and avoidance. I waited for the funds. Nothing arrived. On the 28th of October, after I had to chase her yet again, Sarah replied with a clear, written promise: "I will get this sent over to you today." That was a lie. The day came and went, and no money was sent. She had simply said whatever was necessary to get me off her back for another few days. By the 1st of November, when I still hadn't received a penny and sent another email demanding an update, she shifted the goalposts again, suddenly claiming she would "process the refund through the PayPal dispute." It became painfully obvious that she was stalling, hoping I would perhaps give up or forget about the £109.50 she was wrongfully withholding.

In the end, I had to formally escalate the issue to a PayPal claim. The most telling part of this entire disgraceful episode is what happened next: Sarah didn't even have the professional courtesy to respond to the PayPal dispute. She simply ghosted the process entirely. Because she failed to provide any evidence or response to PayPal, they ruled in my favour by default and refunded me from their own protection funds. If I had not paid via PayPal, I truly believe I would never have seen that money again.

It is unacceptable for a business to operate this way. It is one thing to have production delays—mistakes happen. But to repeatedly promise a refund, to claim you will send money "today" and then fail to do so, and to force a customer to fight for weeks to get their money back is demonstrably unethical. This is not how you treat customers. This is not how you run a business. This experience caused me unnecessary stress during what should have been a relaxing holiday period. To anyone reading this: spare yourself the headache. There are plenty of reputable baby carrier retailers in the UK who ship on time and respect consumer law. Integra Baby is not one of them. Avoid this company at all costs.

Further update:
After being promised that my order would be dispatched the Monday following my initial review I have still yet to receive my order. I paid for express tracked delivery and although I have received a tracking number from the company Royal Mail tell me that they are yet to receive the package. I think the company is being deceitful saying that they have dispatched items but haven’t actually dropped them off with the delivery courier. At this stage I am not confident that I will ever receive the carrier that I have ordered and will be asking my bank to try to reclaim the money I spent with them.

I would not recommend anyone ordering a carrier from this company. Integra baby came very highly recommended to us and following using a friends carrier for a little while with my first we wanted to order one to use with our newborn particularly as he has been a very colicky baby and needed lots of time being carried. We ordered the carrier on 13th August. The website stated a 10-14 day dispatch and still I have not received the carrier or even had notification that it has been dispatched. I have chased the order several times via email and their online chat service. Only once has anyone got back to me and after saying they would refund me the £4.50 I paid for ‘express shipping’ I have not heard any response. The only response I did receive was that my carrier would be shipped this week which still it has not. I wish I had read reviews before buying as I have now been without £100 of my own money for around a month and I have not received any benefit for paying. If the company can not handle the orders that it is getting they should make it clear prior to people ordering. I’m extra disappointed as I had the opportunity to buy one of their carriers second hand and decided to support a small British business and buy direct instead.

Right, the good stuff; the carriers are great. We’ve owned two for our baby so far (one linen, one solar), and are waiting on a third in the next size up. They’re comfortable for baby and both parents, easy to pack, simple to use, easy to wash, brilliant for both front and back carry. Our Integras have been to the beach, up mountains, to the shops, and around the house for many a nap.

If it was just for the carriers, I’d give them five stars. The customer service though; yikes. I’m currently waiting on a carrier (advertised as ready in 10-14 days, currently 30 days and still no sign). Our second carrier was shipped six weeks (!) after ordering. Our first order went “missing” in the shipping process, couldn’t be replaced like-for-like and ended up with whatever they had in stock instead. Emails are sporadically replied to, which seems consistent with other experiences on here.

I want to love Integra Baby; British, small-business with great products. But guys, come on; you really need to do better.

UPDATE: now nearly 8 weeks since ordering, multiple broken promises of imminent dispatch; still no sign. I’m losing patience.

Before purchasing a carrier they are great at communicating and offering help but the minute the carrier arrives and you ask for help you get no reply. The carrier unfortunately does not sit well , baby doesnt have a nice deep seat. Wish I never bothered placing an order!

I love these carriers, I have had a second hand Connecta (now Integra) and now my child has grown I wanted to purchase a new one in a fabric I really loved. The whole experience was spoilt by the poor communication and wait.

The customer service I received was initially really good. I contacted Integra and Sarah quickly offered to sew a carrier in a fabric that was listed as out of stock on the website. The order said that it would take 10-14 days. I wasn’t expecting a quick turnaround as I had asked for a custom sewn carrier.

Numerous emails later, some answered, some not, an opened PayPal case, various excuses (the weather(!!), and fabric printing defects), my carrier arrived almost 2 months later.

I don’t think customers mind a wait if they are clearly communicated at the time of purchase or updates are given without the customer having to ask over and over again. I fail to understand why they are taking more and more orders if they can’t keep up. The baby wearing community is small and word will quickly get around which is such a shame as the carriers really are excellent. I truly hope Integra can get some help going forward as they seem stretched.

Placed an order beginning of June for a preorder stated to shop mid-June to late June. Even emailed and asked if the quoted time was correct as it was rapidly approaching the end of June and not a single update! I was assured it would be send at the end of June - nope beginning of July and still no carrier. I needed it before the first week of July ended so went through the process of trying to get my money back as I now no longer need the carrier as I have had to purchase from elsewhere! Was told my refund would be processed on the 3rd of July. It's now the 14th of July and I'm having radio silence from the company with no refund issued!

Such a shame as it's a highly recommended company and carrier but the customer service and communication is the poorest I've ever seen from a small business! If you can't fulfil the orders stop taking them, I am pre order batch 6 and you're currently selling batch 9 on the website with an estimated ship date of end of July? How is that maths working out?

Update - Since writing this PayPal have ruled in my favour and refunded me the money, I still haven't had a reply from the company itself.

We ordered our Integra Solar on the 3rd of May with the guidance it would be delivered by the end of May.
It is now the end of June and our Integra still hasn’t arrived. We have sent multiple emails and messages with no reply.
We have needed a carrier for our newborn and have now been without for the last month.
Incredibly disappointing.

It can be nerve racking making a $170+ online purchase with only the guidance of the internet. I was looking for the best carrier for extremely hot weather and the Integra Solar came up again and again. I ordered but became nervous about it getting to me in time after reading the reviews here. Once a week had gone by and my order status hadn't updated, I emailed the company directly. Sarah got back to me quickly and after a few days of back and forth emails, my carrier was shipped. It took about a week to get to me in California. I'm so glad I trusted the strangers on the internet because the carrier is worth every penny.

If you're on a timeline, just reach out to them. They're a small business and the carriers are handmade.

Absolutely love the Integra baby carrier. I have tried quite a few carriers and it’s the one I always reach for. It’s compact, comfortable and comes in gorgeous fabrics.

For my size 2 I chose to buy a custom design so I could choose a fabric from a huge range of designs. They do take longer than off the shelf understandably as they have to order the fabric and make it to order but totally worth the wait!

I messaged Integra’s team over social media in a panic a few days before my holiday to see if they would be able to arrange a solar carrier for me urgently - it was sent out in a couple days and they were super helpful and easy to deal with. I received the carrier and have enjoyed using it with my 14 week old in very warm climates!

We ordered a carrier back in December and two months later still hasnt arrived. My husband has sent numerous messages and emails to just not get any response. You cant call them and the two weeks they promise is an absolute joke. We bought due to a good review but they also had the same issue with ridiculously delayed shipment. For the amount they charge for their products, you'd expect a better service. My husband bought the integra baby carried to make outings easier but waiting for something that was apparently supposed to take 2 weeks, taking two months is unacceptable. No remorse or help from the company. Hence leaving the bad review. It's a shame they can't fulfil orders when they're meant to arrive. We thought it was based in the UK, but the delays make it seem otherwise.

I ordered the solar Intra carrier is so comfortable and it is super breathable. This is my second baby and I did not have this carrier with my first - big regrets. This carrier is so supportive and did not give me ANY back pain (unlike the one with my eldest). The colour is BEAUTIFUL (I ordered Sage) and doesn’t fade in the wash! Super great - recommended to all my friends at baby group who also love it! Thanks

Updated review:
After a bumpy start (no sign of my order or message to say when to expect it after a month), Sarah got in touch to remedy the situation.

After a week she was able to send my order, and I'm beyond grateful. The carrier is the best there is by far. Lightweight, comfortable and no bulky padding. I also got a rain cover so I can take my boy out on long walks.

So, hats off to Sarah. I get the impression that she is a one-woman wonder, covering a lot of the business operations.

So I highly recommend these carriers, but make sure you leave plenty of time to receive them because it's no fun having no carrying solution.

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Original 1-star review below:
I ordered a carrier and rain cover on 17th December, spending over £100. There was no mention of wait times so I expected it would arrive soon. By 5th January when I had still not received it or any update on my order, I emailed to ask for an estimated delivery date and have had nothing back. Their order tracking on the site says it's yet to be fulfilled, but has no delivery date. Meanwhile my son is 1 month older and I am unable to carry him.

I don't have a huge amount of money and my boy is growing so quickly and so the total lack of information on what's happening with my order seems utterly thoughtless given the clientele.

I was recommended these carriers by a professional sling expert, but she can't know how poor the customer service so I will be letting her know so that she can recommend a more reliable and communicative brand.

In the meantime, where on earth is my order?!

Edit: I received an email reply with the same message I have received here. It suggests that I ordered a '2025 preorder' and would have known to wait until March of this year. That is not the case. Looking at my order I placed for a '2024 preorder' where no information about delivery or fulfilment delays are visible on the page. There's no doubt that the carriers are excellent products, but it's a shame that operations and customer services aren't of the same quality. I can see that Sarah Sadler is MD and founder, and appears to be doing everything else to boot, so kudos to her. But it may be time to hire an extra hand or two.

I have had an integra in every size and have used their carriers for almost 8 years, they’re still my favourite!! My 4.5 year old still fits comfortably and happily in a size 3.
The customer service from this small business has always been wonderful!!
Highly recommend

So disappointed with this company. Ordered a carrier and was expecting to receive within two weeks only just received it two and a half months later. Customer service is terrible, no-one replies to the messages from the contact section on the website and I had to resort to messaging on social media which they barely reply to and are unapologetic for delays. I asked for a refund because I was sick of waiting and being messed around which they agreed to only to send me the carrier a week or so later. I have already bought a different carrier now and don't want it after such a terrible experience but I'm scared of what a hassle it's going to be to get my money back when they are so unresponsive.

Update:

They quickly gave me a refund and offered for me to keep the carrier as an apology so I have updated my star rating to reflect this

Really poor service - I ordered a carrier which was never sent. I waited 5 weeks!
After multiple emails, at first sarah Sadler was replying and then nothing
No reply to a request of a refund, I had to use the chargeback scheme through the bank to get my money back.
Such a shame because I want to support U.K. business but when there’s service like that they actually don’t deserve their customers.
The carriers aren’t cheap and babies are expensive - why are you holding peoples money and not sending carriers. Will never use again and will advise everyone not to use them