Snüz Reviews 337

I can’t fault the customer service offered by Snuz especially Holly.
From my first call explaining the minor issue I had with a courier delivery and the damage that was caused and missing part, Holly ensured that a replacement product would be sent and arranged a new courier to collect the damaged product.
Being able to speak to someone who was so kind and showed empathy to my knowing I’m currently 35 weeks pregnant she took care of everything straight away. In fact my replacement product was here less than 24hrs later! Thank you HOLLY! A fantastic asset to Snuz!

The bolt and nut did not fit on the Snuzpod4 ! so after getting half the Snuzpod4 made we then have to go through a lengthy customer service process and then wait 3 days for the new nut and bolt to arrive.
It is cheaply made in China with a lot of the parts not fitting tightly. £50 instead of £179 would be a fair price!

Initially disappointed that our snuzpod had a minor fault meaning we couldn’t have it in bedside (3 sides up) mode. We contacted them immediately, sent some pictures and within 2 days we had replacement parts. Really impressed with their customer service, Demi was extremely helpful, which, with a week-old baby, was much appreciated! Thank you!

Very happy with my purchase, they have been very professional from customer service to delivering the products. Their products last long and happy to see sustainability on their products. Thanks.

Thanks for the quick response and response to the problem. Everything was prompt and without any problems! Thank you for your trust and understanding.

I went to a baby event and spoke with Demi who was really friendly and helpful who went above and beyond. I originally went to buy a mattress which we ordered. I then started saying about a discolouration we was having with the Snuzpod. Demi was very helpful and without question said she will send us a new material due to this problem. We couldn't believe how helpful she was. We are so very grateful to Demi and cannot wait for the mattress and now new material to put together our Snuz ready for our little boy. Thanks Demi best customer service ever! Dedo recommend

I made a mistake by ordering the wrong size mattress (tired mum brain) I called Snuz to try and change the size before it was sent out but unfortunately they don’t amend orders. Demi was absolutely lovely, very friendly and professional and she explained that while they don’t amend orders she would cancel it and get a refund sorted asap.

The lady who helped me to find my lost parcel was so helpful and efficient.

My husband and I spent over 200 hundred pounds buying the full set for the Snuz pod 4.
When we went to build the crib we noticed the wood splitting where the wooden dowels at the base connect together. Some of this was damaged before even taking the parts out of the plastic.

After contacting customer service asking for a full re-fund they insisted that we had to give them a change to rectify the fault under trading standard laws. We agreed to do so.

We gave the company this opportunity giving them the part codes that needed replacing to resolve the fault. Snuz Pod have since sent some of the parts but have missed two crucial parts of the frame out of the delivery.

Again, I contact the customer service team to say we are missing part C of the crib please can these be sent. They have now requested that we take a photograph of the parts sent in order for them to proceed with rectifying this issue.
Within the most recent email the company or customer service agent 'Holly' actually made a comment to say that, I as the customer must work with the company to ensure the issue is resolved.
At every step Snuz have made it difficult to work with them, they had a chance to send the correct parts and failed to do so. They are currently still not offering a refund on a faulty product but they are happy for me to put my new born in it. I am 8 months pregnant, do not have a functioning crib and am 200 out of pocket!

Completely disgusted by the customer service, I will not recommend this brand to any to new mum based on the lack of support I have received and the long email chains I am having to keep up with to resolve their fault.

I mistakenly got two crib mattresses for my daughter’s crib in the Uk. I live in America and was uncertain how to proceed. I was so thrilled that Demi in customer service helped me the same day I emailed. Demi went above and beyond to correct this mistake. She was so calm , courteous and efficient. I am so pleased with my experience and recommend Snuz to everyone needing baby furniture.

I received my parcel but there was a missing part. They resolved the issue very easily.

Demi was super helpful, kind and patient while we explained our warranty type of situation.
Her quick responses were massively appreciated by these two parents of a 2week-old!
Thank you!

The product is great, however, we do not advice to go for Snuz when you hope and try to go for a second child in the future (and live outside of UK). We had a snuzpod2 for our son who is now almost 4 yo. To replace the mattress with a new one you are limited to Snuz products only due to the uncommon measurements. The newer products have different measurements, sadly. Customers are forced to buy from their site as it is the only option to get the size for this product. Living outside of the UK this means for us that we'd have to Pay over 50% of the product value extra, to customs. Snuz is understandably unable to do anything about the rules at customs. And also snuz is limited to offer solutions, as their product is limiting due to the unusual measurements. Conclusion: not recommended when living outside of the UK when you hope to at some point use the crib also for your second child.

Positively resolved.

In spite of my own fault in damaging the purchase i was helped and offered to buy the damaged part (that was not in stock on the website). The assistant I've been talking to was understanding and genuine helpful. The matter was resolved fast. The only thing that could be done better was to send e-mail with a tracking code to the packet. I was surprised by the courier I did not expect to arrive.

Customer service were extremely useful and resolved my issue very quickly.

Great communication and responded quickly

Customer service was amazing with a very quick response and delivery

We had an issue with a Snuzkot part so we rang customer services and got right through. We were asked to email over some pictures of our issue and I thought this could go on for ages before being resolved. However the opposite was true. We had a reply quickly with some questions to help Snuz identify the part that needed replacing (as it could have been more than one) and the part was dispatched and received extremely quickly. Issue resolved, fantastic service and very happy!

The Lady that I was communicating with was very helpful as I have never returned an item before. She explained where and how to do it.

Customer service advisor Demi, was involved in sorting our issues involving the Snuzpods fabric. She was polite, understanding and made a solution within the hour of our first email. Would highly recommend Snuz for customer service support, like Demi.

Holly was a fantastic help and was able to answer all questions and was fantastic.