Name: Snuz
Address: The Green, Stratford-Upon-Avon, Warwickshire
Rating: 3.83

“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 4 months 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 months 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 4 months 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 months 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 4 months 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 months ago

“Poor customer service and unhelpful support”

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Posted 4 months 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 months 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 4 months 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 months 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 4 months 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 months 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 4 months 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 months 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 4 months 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 months 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 4 months 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 months ago

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

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Posted 4 months 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 4 months 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 4 months 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 months 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 4 months 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 5 months ago

“Beautiful item for my new grandson”

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Posted 5 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 5 months ago

“I ordered a mattress from Snüz on 4 May and received a notification from Evri on 9 May saying the parcel was being returned to the sender. I contacted both Snüz customer service and Evri immediately, yet by 12 May I am still waiting for both the mattress and a proper response from customer service. To make matters worse, I then received an email asking me to review an item I still haven’t received. This has been a terrible experience overall. Evri repeatedly sent notifications claiming delivery attempts had been made, despite me being home every single day with my newborn baby. No driver rang the bell, contacted me, or made any genuine attempt to deliver the parcel. Snuz customer service hasn’t replied to me in over 48hrs…”

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Posted 5 months ago

“Always loved snuZ, my little one has been in the bedside next to me, to the cot all the way to now the toddler bed”

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Posted 5 months ago

“Great product, great service, quality superb.”

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Posted 5 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 5 months ago

“Poor customer service. Delivery was not made”

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Posted 6 months ago

“Part of the snuzbaskit stand is faulty - there is a unremovable blockage in the screw thread so you can’t screw in the screw. The stand is therefore unstable and not usable. Three emails have been sent to hello@snuz.co.uk and direct@snuz.co.uk about this issue with no response and it has now been over a week. Incredibly disappointing considering the money spent on snuz products here and via John Lewis. Snuz products are not cheap and often rely on expensive extras for essential set up so quality is a minimum expectation. Phone lines are currently down and the live chat is AI so there has been no other way to reach customer service.”

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Posted 6 months ago

We’re really sorry to hear about your experience and completely understand how frustrating this must have been. This is not the standard of quality or service we want our customers to receive. We’re glad we were able to arrange a replacement item for you, and we hope this has now resolved the issue. Thank you for your patience and for taking the time to share your feedback with us.

Posted 5 months ago

“I sent an email regarding a mistake in my order over a week ago and after receiving an automatic reply saying that I’d get a reply within 48 hours, sending a follow up email, and attempting to contact with the same message on Facebook messenger, I’ve heard nothing back. This means I’m left with the wrong product which I can’t use and am unsure of what my options are. I’m so disappointed because I’d done my research on which was the best mattress to get and had expected better communication from the company.”

Helpful Report

Posted 6 months ago

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 46%
Accurate And Undamaged Orders	Greater than 53%
Customer Service
Communication Channels	Email, Live Chat

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