Snuz Reviews

Name: Snuz
Address: The Green, Stratford-Upon-Avon, Warwickshire
Rating: 3.82

3.8 Rating 365 Reviews

68 %

of reviewers recommend Snuz

3.8

Based on 365 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 17%
Accurate And Undamaged Orders	Greater than 50%
Customer Service
Communication Channels	Live Chat, Email

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

“I decided to order again after being disappointed with the delivery 5 years ago, hoping things had improved. Unfortunately, the same issue is happening again. I had to stay at home waiting for the delivery because, *according to the seller’s instructions, the parcel cannot be left in a safe place.* I’m still waiting for my delivery, and this has been a very frustrating and disappointing experience. It’s disappointing to see that nothing has changed after all these years.”

Helpful Report

Posted 3 days ago

“As I have not received the order from the courier yet I can’t comment but if it doesn’t arrive soon the baby will be sleeping in a draw”

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Posted 2 weeks ago

Hi Kat, Thank you for taking the time to provide some feedback, we are sorry to hear there has been a delivery issue. I can see we have now contacted you to get a new one sent in hopes to have this issue resolved. If there is anything further we can do, we would be happy to help. Best wishes, Snuz Team

Posted 2 weeks ago

“Really disappointed with the mattress. The zipped cover it comes with is way too big and creates pockets of air and feels baggy. The sponge mattress (duo) is also really uneven and cut lumpy. So disappointed. Can’t let my baby sleep on that.”

Helpful Report

Posted 2 weeks ago

Thank you for taking the time to share your feedback. We’re really sorry to hear how disappointed you’ve been with your mattress, and we completely understand your concerns when it comes to your baby’s sleep space. Our Customer Care team has now been in touch with you directly, as we’d really like the opportunity to look into this properly and help get things resolved for you as quickly as possible. Best wishes, The Snüz Team

Posted 2 weeks ago

“It says 9-190 for the size, but the one I received is 184 cm.”

Helpful Report

Posted 1 month ago

Hi Gultac, Thank you for taking the time to leave a review. We are terribly sorry to see this. Please email hello@snuz.co.uk where we would be more than happy to help further. Best wishes, Snuz Team

Posted 1 month ago

“ordered over a week ago. parcel got sent to evri who have not updated the tracking from being processed in over a week. still not delivered 10 days later!! would have thought such an expensive brand would use good delivery services, seeing as everyone knows about evri 👀”

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Posted 1 month ago

Hi Hannah, We’re very sorry for the delay with your original delivery and understand your frustration. We can see that this has now been resolved with a replacement, and we hope this has reached you safely. Thank you for your patience, and we apologise again for the inconvenience caused. Best wishes, Snuz Team

Posted 1 month ago

“Would not buy again. Very expensive to say they dont even fit the snuzkot matress properly, they are far to big”

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Posted 1 month ago

Hi Jessica, We’re sorry to hear you’re disappointed with the fit. We’d really like the opportunity to look into this for you. Please email our team directly at direct@snuz.co.uk with your order details, and we’ll be happy to help. Best wishes, Snuz Team

Posted 1 month ago

“Order number #74524 Ordered a SnuzKot. Delivery was extremely slow. When it did arrive the box was heavily damaged and I asked the courier to take a photo of the damaged box. When I opened it, the cot was broken. I have emailed the company multiple times and had no response. I tried calling their customer service number between the hours of 09:00-13:00 weekdays which is when they say it’s operational and it tells me the line is now closed. I have paid hundreds of pounds and only have a broken cot. Terrible customer service. Avoid this company and go somewhere else for a cot.”

Helpful Report

Posted 1 month ago

Hi Blake, Thank you for bringing this to our attention. We’re very sorry to hear about the condition in which your SnuzKot arrived and the difficulties you experienced when trying to contact us. We are currently in contact with you directly and are working to resolve the issue as quickly as possible. We appreciate your patience while we work towards a satisfactory resolution. Best wishes, Snuz Team

Posted 1 month ago

“Parcel arrived damaged and customer service now went quiet”

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Posted 1 month ago

Hi there, Thank you for leaving this review, we are sorry for the issues caused here. I can see we have been in touch regarding this order and are in the process of getting this resolved with yourself. Best wishes, Snuz Team

Posted 1 month ago

“Never received my item. Have tried contact got a AI response and nothing else since. Extremely dissatisfied as this was due next day delivery as I am expecting a baby any time now!”

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Posted 1 month ago

Hi Holly, Thank you for this review, I can see you have been in touch and a replacement has been issued. We are sorry for the inconvenience initially caused. Best wishes, Snuz Team

Posted 1 month ago

“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 months 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 2 months ago

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

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Posted 2 months 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 2 months 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 3 months 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 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 3 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

“Poor customer service and unhelpful support”

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Posted 3 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 3 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

“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

“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

Snuz is rated 3.8 based on 365 reviews