Snuz Reviews

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

3.9 Rating 353 Reviews

70 %

of reviewers recommend Snuz

3.9

Based on 353 reviews

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

Visit Website

Phone:

0800 145 6536

Location:

The Green,
Stratford-Upon-Avon
Warwickshire
CV37 0JE

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“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.”

Helpful Report

Posted 5 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 3 days ago

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

Helpful Report

Posted 2 weeks 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

“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.”

Helpful Report

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

“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.”

Helpful Report

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

“Poor customer service and unhelpful support”

Helpful Report

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!”

Helpful Report

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.”

Helpful Report

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

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

Helpful Report

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.”

Helpful Report

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.”

Helpful Report

Posted 1 month 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 2 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 2 months ago

“Poor customer service. Delivery was not made”

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Posted 3 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.”

Helpful Report

Posted 3 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 2 months ago

“Very bad customer service. I have ordered the mattress last week and it said next day delivery. It has been one week and I haven’t received anything yet. I have emailed them twice and they haven’t responded to me. Not what I expected from such a famous brand.”

Helpful Report

Posted 3 months ago

We’re very sorry to hear about your recent experience. This is not the level of service we aim to provide, and we sincerely apologise for the inconvenience caused. We can confirm that this issue has now been resolved and a replacement item was sent. Thank you for your patience while we worked to put things right.

Posted 2 months ago

“Parcel went missing. Unable to contact anybody.”

Helpful Report

Posted 3 months ago

We’re very sorry to hear about your experience and apologise for the difficulty you had contacting us. We can confirm that replacement items were sent and the issue has been resolved. Thank you for your patience while we worked to put things right.

Posted 2 months ago

“Tried to contact customer service about the mattress protectors I purchased. They have not responded.”

Helpful Report

Posted 3 months ago

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 and they can take a further look into this for you. Best wishes Snuz CE Team

Posted 3 months ago

“Not good, I ordered 2 sleep bags with no nappy change zip on it, I only realised once I’d washed them so now can’t send back They were advertised on the website with the zip for nappy change”

Helpful Report

Posted 3 months ago

Thank you for taking the time to leave us a review. We are so sorry to hear about your recent experience. We do appreciate all feedback that we receive from our customers as this does help us to improve both our products and service. Please do get in touch with our Customer Experience Team on direct@snuz.co.uk and they can take a further look and get this resolved for you. Best wishes Snuz CE Team

Posted 3 months ago

“My order arrived incomplete and Snuz has not been able to refund or locate the missing item for over a week. My emails also go unanswered for multiple days. Would not recommend.”

Helpful Report

Posted 4 months ago

Thank you for your feedback! We’re very sorry to hear about the issues with your order and the delay in our response. We understand how frustrating this situation must be. Please do get in touch with our Customer Experience Team on direct@snuz.co.uk and they can take a further look into this for you. Best wishes Snuz CE Team

Posted 3 months ago

“Do not think of buying any products if outside of UK! Everything you have to order- new or for replacement - comes with MASSIVE import charges. I paid 33% in charges on top of what I paid. Not worth it at all, and no mention of this at any time during purchase. Most other stores take on the charges themselves. Really disappointing for new parents that already have so much expenses - and zero help from customer service.”

Helpful Report

Posted 1 year ago

Thank you so much for taking the time to leave us a review. We are so sorry to see you were charged high import prices! For orders outside of the UK, the customer is now responsible for all duties, taxes and custom clearance. We do recommend contacting your local custom clearance for more information on customs charges. LGS CE Team.

Posted 1 year ago

Snuz is rated 3.9 based on 353 reviews