Snüz Avis 

Worst furniture I have ever encountered!

We have cot bed and change table. Worst purchase of my life!

Everything has to be put together with an Alan key but there’s no room to turn the key so it’s 70 half turns per bolt and 20+ bolts.

Half of it isn’t secured because you can’t get all bolts in together, pre drilled fixings fall out, we’ve woken up to a bolt in the cot with the baby.

Drawers don’t pull smoothly, legs are flimsy.

Putting it together is the most torturous thing I have ever experienced in 40 years!

Very poor service. We ordered the snuzpod studio - there is clearly no quality control as pieces were missing. Contacted customer services, which took 2 days to reply. They claimed the parts will be with us within 1-3 working days. Only to be still be waiting for the parts a week later with dpd yet to receive the parts from Snuz. You would think a company whose main customers are expectant parents would understand the need to respond quickly and fix their mistakes promptly…you would be wrong.

Amazing customer service, after my parcel going missing due just being left in my doorstep by the courier, customer service where fast and prompt with replies and sent a replacement Moses basket out straight away which I’m so happy with it’s beautiful

I ordered a Walnut SnuzPod5 on May 18 and was told it was backordered but expected to ship between June 1–6. On June 2, I received two tracking numbers—one for the accessories, which arrived on June 6, and one for the bassinet. The bassinet tracking number never showed any movement.

When I called on June 15, I was told the shipment had been “lost in transit.” Having spent many years with FedEx and currently managing direct-to-consumer fulfillment operations, I know that a label created with no scans typically means the carrier never received the package. I was told they would check with the warehouse and call me back, but no one ever followed up.

On June 17, I called again and was once more told the bassinet was “lost in transit.” This time, I was also informed that the item was out of stock again and that I should simply cancel and request a refund. When I asked when inventory would be available, I was told they had no idea. I requested a supervisor, who insisted the package definitely left the warehouse and that FedEx was at fault. When I explained why the tracking data suggested otherwise, she became defensive and rude, repeatedly insisting I was wrong and saying, “This happens all the time.”

Even more concerning, when I asked about future inventory timing, the supervisor said they didn’t know because they were having “issues in the warehouse”—which directly contradicted her earlier claim that there were no warehouse problems. Throughout multiple conversations, customer service representatives consistently pushed me to cancel the order rather than provide answers or solutions.

As someone who works in fulfillment for a living, this experience points to serious issues with warehouse operations, inventory visibility, and customer service training. Blaming the carrier without evidence, providing conflicting information, failing to follow up, and encouraging customers to cancel orders instead of resolving them are all signs of deeper operational problems. Until those issues are addressed, I would have little confidence in the accuracy of the information being provided or in receiving products as promised.

My experience with the Snüzpod spans more than three years and multiple children. I originally bought it for my fourth child, and as we prepare to welcome our fifth baby, I recently set it up again. During assembly, I discovered four bolts were missing and contacted Snüz for assistance.

The customer service was excellent. The team responded quickly and arranged a free replacement hardware kit, which arrived promptly and allowed me to complete the assembly without delay. Their efficient support made the process simple and stress-free.

This experience also reminded me of the product’s durability. Despite years of use and storage, the Snüzpod remains in excellent condition. Its quality construction has stood the test of time, and it continues to be safe, practical, and thoughtfully designed, providing reassurance during those early months of parenthood.

Based on both the product’s longevity and the company’s outstanding support, I highly recommend the Snüzpod. Thank you to the Snüz team for their assistance. The combination of a durable bedside crib and responsive customer service makes it an excellent choice for parents seeking a reliable solution. It has been a trusted part of our family’s journey, and I would choose it again without hesitation.

Tijdens het verhuizen was ik een van de schroeven kwijtgeraakt. Support heeft nieuwe set opgestuurd. Geweldige customer service.

Customer service isn't great. Our snuzpod studio (a gift from a friend) arrived missing a small nut. I have been back and forth with customer services for over a week and they have yet to dispatch the part to us.

I've been dealing with Snuz customer service since March regarding replacement parts under warranty. They first advised that parts were sent, however never received and apparently never left their warehouse. They told me again that they would send them out, never received. I've responded via email and they refuse to respond. I've chased again today, but I doubt I'll receive any response.

I've spent hundreds of pounds on a bed for my new born child, which has developed cracks before even being used. The least you can do is replace the parts.

Don't bother responding here, advising me to contact direct@, because they don't reply.

Find my warranty request in your ticketing system and process it.

Edit in response to reply:

I chased this up again after not receiving an update on a proposed solution, and have just been informed that the goods are being despatched. I'll adjust the review once received as while the support has been slow and frustrating, the CS agent has been polite and helpful.

So disappointed in Snuz. We have spent a lot of money having had the snuzbaskit and snuzpod and then wanted to move on to the snuz cot. Delivery took almost three weeks which was way too long as we needed the product quickly. Once it finally arrived half the cot was missing and the mattress was in an absolutely appalling state. Customer service never have their phones switched on and will not call me despite me asking multiple times for them to do so. I had hoped they were going to resolve this issue quickly yet we are now going into a bank holiday weekend with no resolution and no further contact from them. I have lost count of the amount of times i have chased and have had to purchase a travel cot to tide us over as my daughter is now too big for her crib. Absolutely appalling service, wish we'd never bought it.

Still waiting for a resolution despite Snuz replying to say it would be solved promptly. I have tried to be patient, and even though i have told the company that I desperately need somewhere for my baby to sleep they seem incapable of resolving this issue for me.

We’ve used a few Snuz products over the years including the SnuzBaskit and most recently the SnuzStudio and we’ve loved all of them.

The Snuz baskit has been shared with friends and is now being used by a fourth baby and still going strong!

The Snuz studio has been great too, the wheels make it so easy to move around and position where you need it.

We’ve also been really impressed with the mattress protectors. They’re completely silent, unlike others we’ve tried, which is seems like a small thing but makes a big difference.

We’ve had a really good experience with Snuz, everything feels well made and easy to use. Would definitely recommend.

We have the Snuz pod 5 in Mocha and we love it, new baby sleeps great in it as well so obviously he approves! It’s such good quality and the colour is gorgeous. Highly recommended 😁

I’m really happy with the SnuzKot—it’s both beautiful and practical. The design is simple and modern, and it fits perfectly into our nursery without feeling bulky. You can tell it’s well made, and it feels sturdy and safe.

One of the best things is how it grows with your child. Being able to convert it from a cot into a toddler bed (and beyond) makes it feel like a great long-term investment rather than something they’ll outgrow quickly.

It did take a bit of time to put together, but once assembled, it looks fantastic and works perfectly. Overall, I’d definitely recommend the SnuzKot to anyone looking for a stylish, durable cot bed that will last for years.

Ongoing issue since Christmas with wardrobe order and still not resolved.

Wardrobe doors arrived damaged, and multiple replacements have failed — including one where the wrong doors were sent, and others arriving damaged in the exact same place.

The courier situation has been even worse. Deliveries have been left outside unattended, and on one occasion my parcel was marked as “signed for” using my name without my authorisation.

Customer service responses have been polite, but the issue remains unresolved and I am still waiting for confirmation of the latest replacement.

I can see from other reviews that you often ask customers to email directly, but I have already done this multiple times and have not received a response.

At this point, I just want this sorted — a correct, undamaged delivery handled properly. Please can someone urgently resolve this.

I have tried emailing and calling customer service for a week and am getting no response to my emails, and no one answers the phone! Awful service

I love the brand, always quality products and excellent customer service.

We couldn’t fault our snuz pod that we had for our little one, it fitted perfectly by my bedside and the zip down side was great. We loved the design so much that we then purchased the drawers and cot bed for her room too! It was easy to assemble and also to adjust as she’s got bigger!

Most useless customer support out there i do not recommend they cant even cancel an order the same day takes them a week to get back to you
Will never use again or recommend

Never received mattress. They said they sent another one out but again never updated on tracking.

Would give zero if possible idk how they have 4.2 starts but i ordered a mattress for a baby cot it comes rolled up and says open as soon as possible but could be stored in a warehouse for 6 months when opened didn't expand as started had indents all over got a replacement and opened that one was yellow stained for the price it was a joke no apology stay away from this company I'd recommended mamas and papas premium baby cot mattress same price basically and quality is outstanding compared to snuz junk

Ordered a cot bed, mattress, protector and fitted sheets as per the "complete the package" option on their website but the sheets aren't actually for the cot - they're for the crib so are far too small. Customer service is terrible, they say they won't do exchanges even though they suggested the sheets.

First they said the sheets would fit, they definitely do not. Now they want us to place a brand new order and pay for delivery even though it's their error on the website.

After spending over £400 I'd expect better service