Snüz Reviews 

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.

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.

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.