Originally ordered a product, only for Cybex to cancel the order. I emailed customer services, who replied quickly, but their only solution was to try again, by this time the product was out of stock... See more
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The stroller has pros and cons as all do but my cons listed are probably expected for the size. I would not use this as my everyday stroller. Definitely great for travel especially in an ai... See more
Company replied
I’ve purchased all my car seats from Cybex, and honestly you get what you pay for. I wasn’t willing to risk going cheap on something so important. The seats are really easy to install, very comfortabl... See more
Company replied
We own multiple Cybex products revolving around e-Priam stroller. That includes a Cloud Z i-Size, Base Z, stroller umbrella, rain cover, Lux carry cot and more. Website and product naming are confusi... See more
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Company details
Written by the company
CYBEX offers car seats, baby carriers, kids furniture and strollers that are not only safe but perfectly adapt to urban lifestyles. At the core of the brand and its product developments stands the CYBEX D.S.F. Innovation Principle: the combination of unique Design, unsurpassed Safety and quality and intelligent Functionality. This three-pronged strategy has led not only to the development of award-winning pioneering car seats like the rear-facing Sirona but also to no less than fifteen Red Dot Design Awards. Always questioning the status quo and not afraid of challenging the establishment, CYBEX has become not just a leader in child safety but is seen as an innovative lifestyle and fashion brand. With its fresh approach, CYBEX designs products for parents while pushing the boundaries that often separate safety, design and function.
Contact info
Riedingerstrasse 18, 95448, Bayreuth, Germany
- +49 921 78511 9621
- cybex-online.com
3.1
Average
2K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 98% of negative reviews
Typically replies within 48 hours
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Ordered on April 8th
Ordered on April 8th, I never even received the package because Cybex messed up with the address, wrote a wrong one.
After understanding this I immediately asked for a full refund. Today is the 4th of May and still haven't got my money back, customer support is completely useless.
April 8, 2026
Unprompted review
Reply from CYBEX Online Shop
Hello Luis,
Thank you for getting in touch and choosing CYBEX for your family.
We are very sorry for the inconvenience you have experienced. Please be assured that your case is already being reviewed by our team, and we are actively working on it to find a resolution.
Thank you for your patience and for bringing this matter to our attention.
Kind regards,
Team CYBEX
Good product but customer service is very bad
We ordered the Click and Fold 4in1 but it arrived faulty. We asked for a replacement part but they wouldn't provide one, saying that we have to return the entire thing and order a new one instead: a very wasteful approach. The package was huge so this is no easy feat. They didnt't even provide a courier pick-up. We eventually re-ordered the chair from a retailer. The product is good (if not damaged) but the customer service is absolute rubbish.
April 16, 2026
Unprompted review
Reply from CYBEX Online Shop
Hello Norbert,
We are truly sorry to read about your experience and we apologize for the frustration this situation caused. That is certainly not the impression we want to leave, especially when you were looking forward to using your Click and Fold 4-in-1.
When a product arrives faulty, we understand how disappointing this is. In some cases, due to quality control and safety requirements, we are required to collect the entire item for inspection rather than sending a single replacement part. This allows our technical team to properly assess the issue and helps us prevent similar problems in the future. We appreciate that this process can feel inconvenient, particularly given the size of the package, and we are sorry it came across as wasteful.
We are glad to hear that you are happy with the product itself once undamaged, but we sincerely apologize that our service did not reflect the same level of quality. Your feedback helps us improve, and we hope we may have the opportunity to provide you with a better experience in the future.
Kind regards,
Team CYBEX
Helpful and professional customer service
I contacted CYBEX customer service and appreciated their helpfulness and clear responses.
The team was kind and professional in providing all the information I requested.
I haven't had the opportunity to try the products out yet, but my experience with customer service was positive.
I will continue to follow the brand with interest.
April 27, 2026
Unprompted review
Reply from CYBEX Online Shop
Dear Gennaro,
Thank you very much for taking the time to share your positive experience with our customer service. We’re delighted to hear that you found our team helpful, clear, and professional when assisting you.
Providing kind and reliable support is something we truly value, and your feedback means a lot to us. We hope you’ll enjoy discovering our products when you have the opportunity, and we’ll be happy to support you anytime in the future.
Warm regards,
Team CYBEX
Slow, unfriendly, and don't care about their customers
Slow response time. They wouldn't credit points that just expired as a one time goodwill gesture after I spent over 1000€ on Cybex products because I didn't see the warning in my spam. No sympathy or understanding for a new parent who wasn't familiar with their loyalty program and wanted to continue supporting them as I have a new baby on the way. They also didn't respond to my additional messages and closed my support ticket. Very disappointing experience.
April 24, 2026
Unprompted review
Reply from CYBEX Online Shop
Dear Anna,
thank you for your feedback. We’re sorry to hear that your experience felt disappointing. We understand how important clarity and support are, especially during such a busy and meaningful time as preparing for a new baby.
We’d like to clarify a few points regarding your case. Our team responded to your WhatsApp messages on the same day each time you reached out. Your inquiry was specifically about loyalty points that had expired over two months prior to your message. As outlined in our program terms, points cannot be reinstated after expiration, and unfortunately we’re not able to make exceptions in such cases.
We also want to note that we did not receive additional messages beyond your initial request via WhatsApp. If there was an attempt to reach us through another channel, it may not have come through to our system.
We truly value your support and the trust you place in our products, especially during such an important stage in your life. Your feedback has been shared internally as we continuously work to improve both our communication and customer experience.
If you’d still like assistance or have further questions, we’d be happy to help via our communication channels.
Kind regards,
Team CYBEX
Great strollers
Great strollers, our 2nd cybex for our 2nd baby. Amazing quality and customer service.
April 20, 2026
Unprompted review
Reply from CYBEX Online Shop
Dear Nadiia,
thank you for your great review and for taking the time to share your experience.
We are delighted to hear that you have chosen one of our strollers again for your second child. Your continued trust in our products means a great deal to us. It is especially rewarding to know that you are satisfied with both the quality of our strollers and our customer service.
We wish you and your family all the very best and many wonderful moments with your stroller.
Kind regards,
Team CYBEX
I'm really impressed with the Cybex…
I'm really impressed with the Cybex service team! They resolved our issue quickly and replaced our stroller without hassle. Thank you for the great support.
April 8, 2026
Unprompted review
Reply from CYBEX Online Shop
Hello Rachel,
thank you so much for your wonderful feedback. We’re delighted to know that our team was able to assist you efficiently and ensure a smooth resolution.
Providing seamless support is a key priority for us at CYBEX, and your feedback is truly appreciated.
Kind regards,
CYBEX Team
Balios S Lux
Bought a Cybex Balios S Lux 4-in-1 stroller, and the fabric was damaged in under 8 months of normal use. Cybex called it “wear and tear,” which is ridiculous — it’s not like a baby can cause that kind of damage.
Very disappointing and unacceptable. Never ever again i will chose them.
April 16, 2026
Unprompted review
Reply from CYBEX Online Shop
Hello Marko,
thank you for taking the time to share your experience. We’re sorry to hear about your disappointment.
We would like to clarify that the warranty covering cuts, tears, stains, and similar defects applies exclusively to products that show such issues immediately upon first opening. Any defects of this nature must be reported right at the moment the package is opened, including for display or exhibition items, as outlined in the instruction manual under the “Warranty” section.
Fabric damage occurring after months of use may be influenced by various external factors and does not necessarily indicate a manufacturing defect. For this reason, such cases may be classified as normal wear and tear.
We understand your frustration and regret that this experience did not meet your expectations.
Kind regards,
Team CYBEX
The customer service and attention to…
The customer service and attention to quality that Cybex consistently shows is unparalleled. I will never buy another brand.
April 15, 2026
Unprompted review
Reply from CYBEX Online Shop
Hello TS,
Thank you so much for your kind words and for taking the time to share your experience. We’re truly delighted to hear that you value the customer service and attention to quality that we strive for at CYBEX.
Your support means a lot to us, and it motivates our team to continue delivering the best possible experience. We’re grateful to have you as part of the CYBEX community.
Warm regards,
CYBEX Team
I purchased Cybex products
I purchased Cybex products, assuming they were a high-quality German brand. However, I recently discovered that Cybex has a large network of official and partner stores in Russia, a country currently invading Ukraine.
As a Ukrainian, this is deeply upsetting: these sales contribute economically to a regime committing war crimes against civilians, including children. The brand’s presence in Russia, despite international sanctions and embargoes, effectively supports military aggression.
I regret buying Cybex products, as I was unaware of this. I urge others to research carefully and consider the ethical implications before purchasing.
December 8, 2025
Unprompted review
Cot S Lux raincover is the worst…
Cot S Lux raincover is the worst quality..
It is too short for the babycot and the wind can easily blow it off…so nothing can prevent your newborn baby from the windy, rainy weather
I have reported my problem to the customer service but they did not mind it at all, because my problem did not come up within the 30 day return policy. We have bought the raincover in october and our baby was born in march, so yes, probably we could not try it out earlier
I am really looking forward to your email, because I have not received it yet
April 13, 2026
Unprompted review
Reply from CYBEX Online Shop
Hello Alexandra,
thank you for sharing your experience with us. We are truly sorry to hear that the Cot S Lux rain cover did not meet your expectations and did not provide the level of protection you needed for your newborn.
We are also sorry that your previous contact with our customer service left you feeling disappointed. This is not the experience we want to provide. For this reason, we are reaching out to you directly by email so we can review the situation together, better understand what happened, and look into possible next steps.
Thank you for bringing this to our attention. Your feedback is very important to us and helps us improve both our products and our service.
Kind regards
Team CYBEX
Looks nice, but material quality is 👎👎👎
I am a mom of 5. My first Cybex car seat was purchased in 2020. I loved it except for its weight, that is how I hurt my back... It is half of the weight of a Nuna… but it does lay out so baby can sleep in an almost laying position. I recently purchased a NEWER car seat, the 2025 model, the weight has not changed. It looks nice, and I like how the canopy closes further down than the older model. I am however disappointed in the newer models because of the low quality material. The new model car seats will not last long because of the material type and pilling occurring. The older model Cybex car seat I had was easy to maintain and had zero pilling. I would expect the same with the new models, especially since prices went up. I have family and friends who purchased Cybex car seats in 2022 and have the same issue, material looks worn out and has pilling. Considering Cybex to be a high-end baby and stroller company, I would expect higher quality material for the price points.
March 29, 2026
Unprompted review
Reply from CYBEX Online Shop
Dear Nataliya,
thank you for taking the time to share such a detailed review and for being a returning CYBEX customer since 2020. We truly value your continued trust and feedback.
We’re very sorry to hear about your experience with the newer model, particularly regarding the fabric quality and pilling. We completely understand your expectations, especially when investing in a premium product, and it’s disappointing to hear that the materials have not met the same standard you experienced previously.
At CYBEX, we are committed to combining design, safety, and quality, and feedback like yours is taken very seriously. While our newer collections incorporate updated materials and design features, they are rigorously tested to meet our durability standards. That said, your comments regarding wear and fabric performance are important, and we will be sharing this directly with our product development team for further review.
However, in order to investigate your case, we have reached out to you directly for additional details and photos so we can assist you further.
Kind regards,
Team CYBEX
Significant drop in quality and very poor customer service
I’m very disappointed with my recent purchase. I chose what was supposed to be their top model, expecting premium quality, but the reality was completely different. The overall build feels cheap — the plastics look and feel low quality, far from what you would expect at this price point.
To make things worse, the battery arrived defective. I reported the issue immediately, but I am still waiting for a replacement with no clear resolution or timeline.
On top of that, my experience with customer service was unacceptable. The person who assisted me over the phone had a very poor attitude, sounded unwilling to help, and even came across as somewhat aggressive. That only made the situation more frustrating.
This experience has been far below expectations. The brand seems to have significantly declined in both product quality and customer service.
I would not recommend purchasing until they seriously improve these issues.
March 10, 2026
Unprompted review
Reply from CYBEX Online Shop
Dear Eduardo,
thank you for taking the time to share your experience. We’re truly sorry that it did not meet the expectations you rightfully had when choosing CYBEX.
We’re particularly concerned to hear your feedback regarding the perceived build quality, as our products are designed with a strong focus on both safety and premium materials. Your comments have been shared internally, as this is not the experience we aim to deliver.
Regarding the battery, we understand how frustrating this must have been. Once our team received the required information, a replacement was arranged and dispatched within two days. We regret if there was any lack of clarity around the timeline and appreciate your patience while this was being resolved.
We’re equally sorry to hear about your interaction with our customer service team. This certainly does not reflect the level of care and professionalism we expect, and your feedback will be addressed appropriately.
We take your concerns seriously and are committed to continuously improving both our products and service experience. Should you need any further assistance, we remain at your disposal and would be glad to support you directly.
Kind regards,
Team CYBEX
Reward points has been locked by Cybex Customer Service and they would not respond to queries.
Cybex's website has not been really helpful. They have locked my account multiple times and made me have no access to the points available. From the referrals I have done to the Product registration, I have found that they have always had 2nd thoughts about whether they are being cheated on, and this speculation is a bit offensive. Why would I need to verify something that I have already input into their system, and they do not reward me with the points I have already earned from being a Cybex customer? Customer service does not respond to queries and has a slow and meticulous response. They tend to give out a vibe that you are not legitimate. Customer service should fix the way they respond to consumers and consumers who are willing to spend ample amount of their savings for a product that does not correlate with the customer service needed.
March 25, 2026
Unprompted review
Reply from CYBEX Online Shop
Dear customer,
Thank you for taking the time to share your experience.
We are truly sorry to hear about the frustration this situation has caused, and we understand how disappointing it can feel when access to your account and earned points is not working as expected. This is certainly not the experience we aim to provide, and we regret if our processes or communication came across as unwelcoming or distrustful.
To help us look into this properly and support you in the best possible way, we have reached out to request additional details so we can verify your account and review what may have caused these issues. Once we have this information, our team will be able to investigate thoroughly and work toward a resolution.
We value you as a Cybex customer and truly appreciate your feedback, as it helps us improve both our systems and the way we communicate. We hope to be able to clarify this matter for you soon and restore your confidence in our service.
Warm Regards,
Team CYBEX
Incredible car seat
Incredible car seat! Was a game changer for us and helped with our car rides!
March 1, 2026
Unprompted review
Reply from CYBEX Online Shop
Hi Daniel!
Thank you for your great feedback!
We’re delighted to hear that our car seat has made such a positive difference for your family. Providing comfort and safety on every journey is very important to us.
Kind regards,
Team CYBEX
Good products, bad service
Products seem very good quality but I had a horrible experience with the delivery. First of all, items are being sent from Germany via DHL, which should be an amazing service but it's not. Once products arrive in Ireland they are sent to an post. My order had 3 boxes. Two arrived OK but the last one, the pushchair, had no telephone number in it (Cybex or DHL mistake) and an post said that they attempted delivery but nobody replied, which wasn't true at all. Since then I contacted Cybex and they disclaimed all responsibility telling me to contact DHL. I did, but DHL Germany only replies in German via chat, email or phone. I contacted DHL Ireland and they told me that DHL delivers in Ireland via an post. An post was telling me, a pregnant woman, to pick the big and heavy box in one of their offices. You pay for a very expensive product and service to receive a delivery via DHL directly to your house, not an post or a pick up office. I contacted million times an post and explained that I couldn't carry that heavy box due to being pregnant and that it wasn't fair as I was waiting for the box all day and they never came. They finally delivered it after some weeks. But all this situation provoked me a huge stress and Cybex never cared, they never took responsibility and they never replied correctly. If I recommend it? No, even if it's nice and products are good, it's much better to go to any local store and buy products there.
February 16, 2026
Unprompted review
Reply from CYBEX Online Shop
Dear Gabriela,
Thank you for taking the time to share your experience with us.
We are truly sorry for the difficulties you encountered with the delivery of your order. This is far from the smooth and stress‑free process we want for our customers, especially during such an important and sensitive time and we fully understand how frustrating and stressful this situation must have been.
While our delivery partners manage the final handover of parcels, please know that we take your concerns very seriously and genuinely appreciate you bringing this to our attention. We would really appreciate the opportunity to review your case in more detail. In order to do so, we have requested further information via Trustpilot and will be happy to assist you as soon as we receive it, so we can provide the best possible support.
Once again, we sincerely apologise for the inconvenience and stress this situation has caused.
Kind regards,
Team CYBEX
Fast delivery with no issues
Fast delivery with no issues, footmuff a bit expensive but beautiful and excellent quality to complete look of pram for my grandson. Would buy again from this company.
February 16, 2026
Unprompted review
Reply from CYBEX Online Shop
Hi Marie,
Thank you for your review!
We are delighted to hear that your order arrived quickly and that you’re happy with our CYBEX Footmuff. It’s wonderful to know it completes the look of your grandson’s pram!
We truly appreciate your feedback and will keep this in mind as we continue to improve our products and service.
Thank you for choosing CYBEX for your family.
Team CYBEX
Avoid - premium prices for shoddy products
We spent over £1300 on a travel system (double buggy, two toddler seats, a bassinet and a buggy board) which collapsed after 2 years 3 months, when our third child was a newborn. Cybex told me it was out of warranty and over two years is 'long term use' - but who uses a double buggy for less than 2 years? Now they've stopped responding to my emails and I'm over £1000 down with no pram. AVOID.
February 19, 2026
Unprompted review
Reply from CYBEX Online Shop
Dear Mattilda,
thank you for taking the time to share your experience. We’re truly sorry to hear about the difficulties you’ve encountered. While our warranty covers a set period, we never want any customer to feel unsupported or unheard. We aim to assist wherever possible, both within and outside the warranty timeframe.
We would really appreciate the opportunity to review your case in more detail. We have already requested further information via Trustpilot and will be happy to assist you as soon as we receive it, so we can provide the best possible support and ensure everything aligns with the required safety requirements.
Kind regards,
Team CYBEX
SCAM I have filed a complain to italian police
On 23 January 2026 I placed order IT10709133 on your website (Base T – Black, €249.95).
The product has never been delivered, and no refund has been issued, despite several requests.
46 days have now passed since the order, well beyond the delivery timeframe required by consumer protection rules.
I have sent a formal notice today: if the refund is not received by Wednesday 11 March, I will proceed with a formal complaint to the police authorities and a report to the Italian Competition Authority (AGCM).
I am posting this here to make the situation public and inform other customers.
January 23, 2026
Unprompted review
Reply from CYBEX Online Shop
Dear Mr. Cascone,
Thank you for sharing your feedback, and we are truly sorry for the frustration this situation has caused you.
We have thoroughly reviewed your order, and we would like to clarify what happened. Unfortunately, the shipment of your Base T could not be completed due to an error in the delivery address provided. Because of this, the parcel was automatically returned to our warehouse by the courier.
As soon as the item arrives back at our warehouse, we will immediately issue a full refund using the same payment method you selected for the order. We understand that this delay is inconvenient, and we sincerely apologize for the time you have had to wait.
To acknowledge the inconvenience and the negative experience, we already credited 100 loyalty points to your account.
Kind regards,
Team CYBEX
Absolutely unacceptable quality
Absolutely unacceptable quality. The Click & Fold high chair broke without warning while my baby was sitting in it eating. The backrest completely detached from the frame, causing my baby to fall forward and hit her forehead. This is a serious safety failure and could have resulted in a much worse injury. I am shocked that a premium brand would produce something so unsafe. I have contacted customer service and have received no response. Extremely disappointed and very concerned about the safety of this product
March 3, 2026
Unprompted review
Reply from CYBEX Online Shop
Dear Yahya,
Thank you for bringing this problem to our attention. We are very sorry that you had a negative experience with one of our products, and we sincerely hope that you and your baby are safe and healthy.
We understand how upsetting this situation must have been, and we want to reassure you that we take all comments and reports like this extremely seriously, as safety is one of our founding principles.
All reported cases are thoroughly investigated by our team of experts. Please note that the feedback we receive from parents and customers is invaluable, so rest assured that we have taken this very seriously and greatly appreciate your message.
We have forwarded your case to the responsible team and will keep you updated via your original case as soon as we receive a reply from them. Our goal is to understand what happened and resolve this matter as quickly as possible for you.
Thank you again for taking the time to share this with us.
Kind regards,
CYBEX Team
Low quality product and customer service
I bought Cybex priam frame, carry cot, and the seat pack. The frame is already unstable/loose and the storage part in the bottom already has a hole (after a few months of usage). Furthermore, the shop refused to issue an invoice, which I doubt is really a legal practise (I asked for it right away). They also don't sell additional parts on the website such as a buckle for the stroller (which we could not find once we switched from the carry cot) and therefore couldn't use the seat. Generally the customer service as well as the product quality does not correspond to the branding of a "premium" product and I would not recommend it to anybody.
February 27, 2026
Unprompted review
Reply from CYBEX Online Shop
Dear Mrs Ribas,
Thank you very much for your feedback and for taking the time to share your experience. We always appreciate hearing from our customers, as it helps us improve.
We’re very sorry to hear about the issues you’ve experienced. Regarding the frame and storage, these concerns were not mentioned in any previous communication, so we were not aware of them.
About the invoice, the request we received was considered a change after the order was already completed. As we explained at the time, we’re unfortunately unable to make changes once an order has been finalized.
Regarding the buckle, the concern was raised nine months after purchase. According to our warranty policy, issues should be reported within 30 days. Replacement parts, however, are available through authorized retailers, as we do not sell individual parts directly via our webshop.
We completely understand how this may have been frustrating, and we truly wish we could have helped further. Thank you again for sharing your experience — your feedback is very valuable to us, and we hope to provide a better experience in the future.
Kind regards,
Team CYBEX
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