Name: Snuz
Address: The Green, Stratford-Upon-Avon, Warwickshire
Rating: 3.90

“Product arrived broken, and days later I'm still waiting for a response from customer service. I ordered a SnuzPod from Snüz partly because I needed a crib quickly, and they advertised next-day delivery. However, I didn't receive the product until three days later because Evri claimed it was larger than expected and required specialist delivery. While Snüz aren't directly responsible for Evri, I would expect them to choose a delivery service capable of handling their products. When the crib finally arrived, it was broken. I contacted customer support to request replacement parts, and four days later I have still received nothing other than an AI-generated response. The quality of both the product and the delivery service was disappointing, but the customer support has been even worse.”

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Posted 2 days ago

Hi Oliver, Thank you for taking the time to leave your feedback. We're very sorry to hear about your experience and apologise for the disappointment caused. We can confirm that we've now been in touch via email and have arranged for the required replacement parts to be sent. We appreciate your patience while we worked to resolve this and hope you're able to enjoy your item very soon. Best wishes, Snuz Team

Posted 14 hours ago

“Not received it yet and not had any details of when it's due.”

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Posted 1 week ago

Hi Duncan, Thank you for your feedback. We're very sorry to hear about your experience. Please be assured that we are currently liaising with both you and the courier to investigate the delivery issue and work towards a resolution as quickly as possible. We appreciate your patience while we look into this and will continue to keep you updated. Best wishes, Snuz CE Team

Posted 1 week ago

“Lovely,just what I was looking for.So natural.”

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Posted 2 weeks ago

Thank you for your kind review! We're delighted to hear you had a great experience with both our products and our customer service. Your feedback means a lot to the team. Best wishes, Snuz CE Team

Posted 1 week ago

“Great products”

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Posted 2 weeks ago

Thank you for taking the time to leave us a wonderful review! Best wishes Snuz CE Team

Posted 2 weeks ago

“Never received items as EVRI said they were damaged in transit. Have not heard back from Snuz about a replacement.”

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Posted 3 weeks ago

Hi Mary, Thank you for your feedback. We're very sorry for the disappointment caused! We can confirm that we've now been in touch and have arranged for a replacement order to be sent as a priority. We do apologise for the inconvenience and appreciate your patience while we got this resolved. Best wishes Snuz CE Team

Posted 3 weeks ago

“Ordered the Snuzbaskit and it arrived with faulty parts. As per photo below one side of the stand was welded together and couldn’t be changed into a criss cross shape as per the instructions. It’s been difficult to get an answer on next steps from customer service, I think it’s all AI generated. They asked me to pack it all up and take it somewhere to return it but I advised this would be difficult as I’m heavily pregnant and could they send a replacement part instead, and their answers haven’t been clear and haven’t addressed what I’ve asked in my replies. Delivery took much longer than advertised so this is now time critical as baby is arriving very soon and I still don’t have a Moses basket or a solution from Snuz, really disappointing overall.”

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Posted 1 month ago

Hi Louisa, Thank you for taking the time to leave us a review. We’re very sorry to hear about your experience and completely understand how frustrating this situation must have been for you. We can see that this case has now been resolved, but if you do require any further assistance, please do reach out on direct@snuz.co.uk and we will look into this urgently. Best wishes, Snuz Customer Experience Team

Posted 3 weeks ago

“We purchased this as a downstairs option as we have a next to me crib, and what a dream it has been , due to its size and shape our new born finds it more comforting and cosy and as it has mesh sides we can see him and he can see us, as its lightweight we are constantly moving it around the house , we will probably buy another one, highly recommend it.”

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Posted 1 month ago

Thank you so much for your kind review! We’re thrilled to hear that you and your little one are loving the Snuz Baskit! Best wishes Snuz CE Team

Posted 3 weeks ago

“After 2 weeks, we only received half of the order, therefore we cannot use any of our purchase since the 2 parts are complements. We escalated the issue but noone seems to care : it takes several days to have a partial reply and the transport does not seems properly tracked by Snuz. In addition, the transport solution was very costly, not fully transparent and very complicated to manage for a family who has a job with office hours.”

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Posted 1 month ago

Thank you for taking the time to share your feedback. We're very sorry to hear about your experience and we understand how frustrating this must be. This is not the level of service we aim to provide at all. Please contact us at direct@snuz.co.uk with your order details, and our team will investigate this as a priority and work to resolve it as quickly as possible. Best wishes Snuz CE Team

Posted 3 weeks ago

“Amazing, after my original parcel going missing, customer service was fabulous and got a new one sent out straight away, I will be buying more items from snuz for my new granddaughter”

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Posted 1 month ago

Thank you for your lovely review! We're sorry to hear that your original parcel went missing, but we're so pleased our Customer Experience team was able to help quickly and get a replacement sent out to you. Best wishes Snuz CE Team

Posted 3 weeks ago

“Poor customer service and unhelpful support”

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Posted 1 month ago

Thank you for taking the time to share your feedback. We’re very sorry to hear about your experience! We’d really like the opportunity to investigate this properly and make things right for you as quickly as possible. Please do contact our team directly at direct@snuz.co.uk and we will look into this urgently. Best wishes Snuz CE Team

Posted 3 weeks ago

“I’m still waiting on my delivery! It hasn’t yet arrived and I ordered a while ago now!”

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Posted 1 month ago

Hi there, Thank you for taking the time to leave us a review. We are so sorry to hear this! Please do get in touch with our Customer Experience team on direct@snuz.co.uk with your full address and we can look into this urgently for you. We do apologise for the disappointment this has caused. Best wishes, Snuz CE Team

Posted 3 weeks ago

“I want to return my package and it says I am u able to return due to being in a different country but I live in Northern Ireland - part of the uk”

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Posted 1 month ago

Hi there, Thank you for taking the time to leave us a review. We are so sorry to hear this! Please do get in touch with our Customer Experience team on direct@snuz.co.uk with your full address and we can look into this urgently for you. We do apologise for the disappointment this has caused. Best wishes, Snuz CE Team

Posted 3 weeks ago

“Snuz Pod Mattress was delivered swiftly but was sent to the wrong address. We still haven’t recieved the 2 mattress protectors, I have emailed you back by replying to the purchase confirmation email and I have been trying to call between 9-1pm Mon-Fri but no one is picking up. Please can someone get back to me as Evri are saying they are still awaiting the package. Thank you”

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Posted 1 month ago

Hi there, Thank you for taking the time to leave us a review. We are so sorry to hear this! Please do get in touch with our Customer Experience team on direct@snuz.co.uk with your full address and we can look into this urgently for you. We do apologise for the disappointment this has caused. Best wishes, Snuz CE Team

Posted 3 weeks ago

“Poor customer service. Ordered the wrong item and have been trying to get in contact with customer service for days and there’s no reply. Have tried to call the number and there’s no answer. The online chat doesn’t help either.”

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Posted 1 month ago

Hi there, Thank you for taking the time to leave us a review. We are so sorry to hear about your recent experience! Please do get in touch with our Customer Experience team on direct@snuz.co.uk and we’ll work to get this sorted for you as quickly as possible. We do apologise for the disappointment this has caused. Best wishes, Snuz CE Team

Posted 3 weeks ago

“J’ai acheté le couffin sur Vinted mais le matelas n’était pas propre. J’en ai racheté un sur le site Snuz et bien que le prix soit élevé, mon colis est rapidement arrivé (j’habite en France) et les dimensions sont parfaites”

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Posted 1 month ago

Thank you for your great review! We’re pleased to hear your order arrived quickly and that the mattress fits perfectly. We really appreciate you choosing Snuz and taking the time to share your feedback. Best wishes Snuz CE Team

Posted 3 weeks ago

“I still haven’t received my snuzpod poles!”

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Posted 1 month ago

We're very sorry to hear that you still haven't received your SnuzPod poles. We've reviewed the tracking information and it appears that the parcel has unfortunately been lost within the network. To resolve this, we've arranged for a replacement order to be dispatched tomorrow using a next-day delivery service. We sincerely apologise for the delay and any inconvenience caused. Thank you for your patience while we get this sorted for you.

Posted 1 month ago

“Unfortunately dpd have become an extremely unreliable delivery company, due to the driver being incompetent, my snuzpod was stuck in the van for days seemingly being trampled over, so when it finally arrived it was so damaged I had to refuse it, I have had no updates as to when I will receive a replacement.”

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Posted 1 month ago

Hi Georgina, Thank you for your feedback, and we're so sorry to hear about your experience. We completely understand how frustrating this must have been, especially when you were looking forward to receiving your SnuzPod. This is certainly not the service we expect from our delivery partners. Please contact us at direct@snuz.co.uk with your order details if you haven't already, and we'll investigate this as a priority and provide you with an update on your replacement as quickly as possible. We sincerely apologise for the inconvenience caused. Best wishes Snuz CE Team

Posted 3 weeks ago

“It’s been 8 days since i ordered a mattress and the courier is still yet to received it, and my wife is due to give birth any day so this is highly disappointing from SNUZ.”

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Posted 1 month ago

“The product was fantastic. Waterproof cover was soft and sheets fitted perfectly. Lovely design. However the next day delivery came 5 days later. So product great, courier not good at all.”

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Posted 2 months ago

“Beautiful item for my new grandson”

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Posted 2 months ago

Thank you so much for your wonderful 5★ review. We’re delighted to hear that you’re happy with your purchase. Your kind feedback really means a lot to us!

Posted 2 months ago

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 18%
Accurate And Undamaged Orders	Greater than 61%
Customer Service
Communication Channels	Email, Live Chat

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