CuddleCo Avis 161

giving the one star for the lovely furniture, but, apart from that, the worst customer service i have ever experienced. we have had our furniture for a year now and the dresser broke almost straight away, when i contacted the company for a replacement part, they asked for batch number, which i sent immediately.
i have been waiting months for a response, live chat doesn't work, i have filled the form out multiple times.
avoid at all costs, put your money else where.

If I could give it less than 1 star I would. Order a large giraffe toy for a present. Evri stated they lost the parcel then asked me to contact the company, received one email about the refund and then when I requested the refund it was never answered. The product was due over a month ago and haven’t heard anything. Shocking customer service and would not recommended, avoid at all cost!

Never experienced such shocking customer service do not buy from here.
No one will reply to your emails, online chat has never been turned on and then you will be asked to review products that you haven't even received.

Mattress is ok, I was expecting a much firmer mattress given it says firm with pocket springs, but not that firm, but does the job. Also the first mattress was delivered incorrectly. They did resolve the issue quickly and efficiently

Scammers. They send wrong items, it's broken and never come back to you. Avoid at all cost.

Great product, easy to assemble. Looks fantastic in the nursery

I ordered a changing table and it arrived broken. Every single part was broken in some way. I immediately got in touch with photos looking for a resolution. That was 2 weeks ago and all I have received is an email asking which specific parts were broken. Still awaiting a resolution.

We bought a 3-piece furniture set and are happy with the quality. Sadly, that’s where the positives end. The customer service was non-existent.

From placing the order on a Friday, we had no communication at all until the following Wednesday — just one text confirming delivery for Thursday. In between, I tried email, the so-called “live chat” (which appears not to exist), and the phone line — nothing.

Delivery day was no better. The drivers were miserable and seemed reluctant to take the furniture upstairs, even though the listing clearly states items will be placed in a room of your choice. To top it off, I didn’t even get the delivery time slot until the night after the delivery well after 10pm. Completely pointless.

Customer service eventually replied — 11 days after the order. I sent a follow-up expressing my frustration, but they ignored it.

If you want nice furniture but zero support, poor communication, and a delivery experience that leaves a sour taste, this is the company for you. Everyone else — think twice.

The 2 stars are for the lovely Ada 3 piece nursery set which is great, however, 3 stars have been deducted due to the terrible customer service! I have been trying to return part of my order which needs to be done within 14 days of delivery, the online chat has been unavailable since the day my order was delivered, the customer service number is no longer in use, it tells you to use the online chat which doesn’t work and I’ve emailed twice..each time being told it will take 7 working days to reply!! Would not recommend and won’t be buying from this company again unfortunately. You can buy the Ada nursery set from other reliable companies online which I wish I had done.

I havent received my order and customer services have not replied - I want a refund

Prompt service, good communication. Order arrived on time, very well packed with clear assembly instructions. Items exactly as expected and look great in the nursery.
The reason for four stars is because I paid for two man delivery but the delivery men were reluctant to carry the boxes upstairs, wanting to leave them in the hall.

I’m not sure what is going on, maybe everyone is off poorly? I’ve been trying to get in touch about an order which hasn’t been despatched 4 days after it was purchased. Generally I wouldn’t be worried but NO ONE picks up the chat, emails or phone. The product (Liki trike) is available at the same price with next day shipping on Amazon, from their own Amazon store, but I can’t get hold of anyone to cancel the direct order with doona. It’s been incredibly frustrating so far and I don’t trust they would ever accept a return or support with warranty in the future. I would avoid and go with another brand or Amazon in the future and I would urge you to also.

I ordered and expected a delivery within 10 days, but the order took an entire month to arrive. When it finally did, the packaging was damaged, and so was some of the furniture inside.

Trying to reach customer service felt like a full-time job. The live chat was pointless, and the website's promise of a reply within one working day didn’t match the automated email I received, which said it could take up to seven days. In reality, it took even longer.

As for the furniture that wasn't damaged, assembling it was a struggle. Poor craftsmanship meant parts didn’t align properly and overall quality was disappointing.

From delays to damage, and a lack of reliable support, the whole experience was a let down.

I bout a Doona and it said 1-4 day delivery. After two weeks I hadn’t received anything. I contacted customer service several times before they finally replied. Once they finally replied thwy said they would refund me and I still haven’t received the refund

Received faulty/poor quality item (Etta nursery chair), the item had clearly been returned before, I could tell by the packaging. It was not able to be built due to the faulty fittings and parts. I returned the item and cuddleco received this early June. I still haven’t received a refund almost 4 weeks later and chasing this up isn’t easy due to slow email response time, no phone option. Still waiting on £400+ going back on my account despite this being complete fault of the company.

We recently purchased the DoonaX car seat-stroller from Boots and were deeply disappointed and concerned about its performance. Upon using it for the first time with our baby, we were alarmed by how her head was shaking in the stroller — to the point that we had to turn back and return home within minutes.
It appears that The DoonaX appears to only function smoothly on perfectly flat, surfaces.
We raised our concerns with Boots, who informed us that the product was a drop-ship item and directed us to the supplier, CuddleCo. We provided video evidence to CuddleCo clearly showing our baby’s head shaking uncontrollably. Shockingly, while they acknowledged the footage and admitted that the our babies head was in fact shaking , they attributed it to the “pavements being flawed” — a baffling and deeply troubling justification that does nothing to resolve the issue experienced.
To make matters worse, CuddleCo refused a refund, citing that the 30-day return period had passed. They calculated this from the date of purchase, rather than the date of delivery (which was nine days later)— Boots had confirmed that the busier rights start at date of delivery and is in fact 35 days, although, they have failed to make this point to the supplier Cuddleco.
This is a clear misapplication of consumer rights. Under the Consumer Rights Act 2015 (UK), items must be fit for purpose, and consumers are entitled to a full refund if not fit for purpose and as described.
Despite numerous attempts to engage with both Boots and CuddleCo, we’ve received no meaningful support. Boots has repeatedly deflected responsibility, pointing us back to the supplier Cuddleco instead of advocating for their customers.
This experience has left us extremely upset, not only because of the poor product performance but also due to the lack of accountability and support.
The DoonaX is not fit for purpose and is not to be used unless the floors are pristine, which you won’t find in many- if any UK cities.
Please think twice before purchasing this item or dealing with these companies. We would strongly advise against buying the DoonaX and urge both Boots and CuddleCo to take greater responsibility for product description and customer care.

The bad reviews of this company are all correct.
They had nice products, so I thought I would try, despite the reviews.

We placed our order one month ago, and on the day of delivery, it was cancelled. We have been going back and forth with their customer service team, but we couldn't get a confirmation on a delivery rearrangement.

In the end, we requested a refund and purchased from Mamas & Papas, which offers furniture delivery within 2 days.

If you're a first-time mum like me, you don't need this stress! Choose another company, as CuddleCo is unreliable and none of their service phone number or live chat work, so you cannot get an immediate answer.

DO NOT ORDER DIRECTLY FROM THIS SHAMBLES OF A COMPANY!!!

I ordered a mattress from them on 24/05 - it arrived but i ordered a cot bed mattress and needed a cot mattress.

I emailed them explaining the mistake and that I was ordering the same mattress but the correct size from Amazon as delivery was quicker - but i would like to return the fully packaged unopened item. This was on 31/05

I received a fairly swift email back on 03/06 asking if i wanted to arrange the return delivery or for a fee of £10 they can do it. I responded the same day asking for them to arrange collection of the item for £10.

No response

Follow up email sent 11/06

No response

Another email sent today 16/06 and i am not hopeful for a response.

Looks like from the reviews they are happy to take your money but that is as far as it goes!

Stay away from them and do not trust them.

Absolutely fantastic service and quality