Snüz Avis 

I have to commend the parts team for sending me replacement parts for a second hand snuzpod frame, it was really very kind and meant a lot to me as a first time mum! Thank you again.

Products are not fit for use. I got a snuzpod 5, the wheels are tiny so it’s very hard to rock or move around and there’s a hard piece of wood near to top of the mattress which we were unaware of until our baby was a few months old and he hit his head on it - very bad design. I contacted snuz, after a long phone call and forms to fill out in the morning, they agreed to send me a different bedside crib, but couldn’t get it to us the same day, which caused stress as we needed to find an appropriate bed for our young baby for that night. Luckily we were able to borrow one from our neighbour. They refused to use same day delivery even under these circumstances! The product they replaced the snuzpod 5 with was flimsy.

Have not build our snuzpod5 yet as it arrived with one of the legs snapped in half. Incredibly disappointing to receive something damaged however I rang Snuz and they immediately despatched replacement parts which arrived the next morning.
I did raise a point that I wasn’t impressed with the packaging. I understand we are trying to move away from plastic but laying the parts in brown paper doesn’t do anything.
The new parts arrived nicely wrapped in bubble wrap.

I’ve been emailing the company since the 8th of September regarding a problem that I have with the snuzkot and the mattress. They arrived with a very strong chemical smell and I didn’t feel comfortable to put my baby there to sleep. Today is the 15th of Sep and the only answer that I’ve got was an email where they asked me about the lot number (which I can’t find, and I’ve explained that). The costumer service should use some improvements. The problem still need to be fixed

Very helpful customer service. Thank you

Ordered Snuzpod via JohnLewis - delivery all fine. One part is faulty, so have been in contact with Snuz and JL - neither interested.

Snuz sends you to a terrible AI bot, which directs to warranty page to refund (which is not what I need). Completed the form ages ago, no response or acknowledgement. Any interaction involved "helpful" AI bot that doesn't have a clue.

I only need a spare part - with baby arriving imminently, this is really bad. Currently looking at sourcing parts myself due to lack of care, quality or interest from the company. Avoid.

*Response below is AI, and responded to an email with AI in a robot loop.
** Responded again once complained further. Shame it has to get to that point to get any customer support, but thankyou.

10/10 customer service

I thought I would write a review as this company went above and beyond to solve an issue I had. I dealt with a few customer service representatives but Demi in particular helped get things sorted for me.

I can't fault them as a company, yes I had some issues but they resolved them and went above and beyond .

Would I recommend Snuz and their products? Absolutely.

I ordered a cot over six weeks ago, and since then I’ve had ten separate deliveries because the company repeatedly failed to send the correct product. Every single delivery came with a new issue: missing screws, missing wood, a blanket that didn’t fit the cot, the wrong colour, and even when they finally sent the right one, the attachments were the wrong size again.

This has genuinely been the worst customer experience I’ve ever had. I will never use this company again, and I strongly urge others to reconsider before purchasing. What makes it even more unbelievable is that this brand only specialises in a small range of products yet they still managed to get it wrong ten times.

This is not a premium brand. The warehouse errors alone prove that. Please trust me: do not go anywhere near them.

Great customer service. I lost a few parts and they organised replacements swiftly and efficiently.

Cannot fault the service given by Snuz! Placed an order on their website (which was super easy to navigate) and my items were delivered speedily! All in perfect condition. The instructions were really easy to follow, and as a heavily pregnant woman, I’ve already set everything up on my own ready for little man’s arrival. 10/10. Thank you so much!

Absolutely fantastic service from Snuz. I mislaid one of the nuts that hold the Snuzpod together and after contacting them they responded immediately and kindly sent out a new part free of charge. First class customer service. Well done. The Snuzpod is really good quality and easy to assemble. I can highly recommend.

Fantastic experience. The representative was super helpful in addressing my issues and arranged for quick replacement of a part I needed.

They delivered baby cot with broken parts, very late.

I've tried to get in touch with them for help on all available email contact channels (hello@snuz.., parts@snuz.. and direct@snuz..) - all I got was automated AI message saying they will reply in 48 hours. It's been a week and still no human contact.

I've tried call their phone numbers (08001456536 and 0178974921) daily and always get an automated message saying that phone lines are closed (even during working hours between 9am and 1pm).

Really poor service, I would think twice before choosing Snüz - not worth the trouble.

Ordered items with next day delivery two weeks ago and items still have not shipped. I have contacted customer services three times, and each time was told by their AI I would receive a response within 48 hours. I have had absolutely no response from anyone. Avoid ordering direct from Snuz at all costs. Absolutely awful customer services. Wish I’d checked these reviews before as I have seen many people say the same thing.

I have contacted the email they give out in their replies on reviews and have had no response from that either. Ridiculous.

Update after their response on here: Finally received a response from customer services after two weeks letting me know that the items will not be in stock for another two months and this is why they haven’t shipped. They are still selling the same items on their website without advertising that they are out of stock, or on pre-order. Zero consideration for their customers. I have asked for a refund but expecting them to take another two weeks to respond to this request.

Spent hundreds of pounds on Snuz, great kids beds, etc. But when you need help you find customer service has gone AWOL and been replaced with a useless AI that does not recognise emails or orders. The CS team no longer answer mails and the morning only phone number is switches off and just says the office is closed. Good companies are focused on looking after customers, not abandoning them, so, great products, atrocious support.

Ordered a Snuzkot skandi through a retailer and it was delivered direct to me by Snuz and found to be damaged. The retailer contacted Snuz but there was no reply for over 7 days. I even rang Snuz who told me they had no record of this retailer contacting them which I know for a fact is untrue. As the retailer were getting no communication back from Snuz I decided to return the cot and order its replacement, again through the retailer. This again came badly damaged (split wood). I have contacted the retailer as I want the damaged part replaced and the retailer is trying to get this resolved but yet again finding a severe lack of communication as am I with Snuz. I have registered a complaint direct with Snuz only to get an AI response back and am yet to be contacted by the company in person to rectify this complaint. I am very disappointed as I thought I was buying a quality product from a reputable company. I am now left within days of my due date having to deal with this which is by no means ideal.

Snuz replaced a broken part for me even though my crib was out of warranty. Excellent customer care, thank you.

Good service
Fast response
Good quality

Very quick responses from their customer services, and delivery was very quick. I emailed about an issue I had with a part and less than a week later they had sent out a new part for me. Plus their snuzpods are a must have! Amazing

Fantastic customer service. Misplaced part of my order and they have been so helpful in getting a replacement sent out. Speedy response and helpful agents.