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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Review summary
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What people talk about most
Reviews shaping this summary
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
Company replied
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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Stroller Amazing, Car Seat Disappointing – Poor Quality & Support
I’m giving 2 stars because I absolutely LOVE our e-Gazelle S stroller, but for the Cloud T car seat and customer support, I can only give 1 star.
After using the car seat for just a couple of months—during winter, so very little use—the soft fabric started ripping along the edges and looked very cheap. As I was still within the warranty period, I reached out to see what could be done. Unfortunately, customer support was extremely slow, and in the end, they accused me of causing the damage myself, claiming it wasn’t their responsibility.
You can refuse claims if you want, but considering that many others have faced the same issue, I’m certain it’s not user error—it’s the material used to make this seat.
Stroller: fantastic.
Car seat: avoid. Nuna offers much better options at this price point.
March 26, 2025
Unprompted review
Reply from CYBEX Online Shop
Dear JJ,
Thank you for sharing your honest impressions of both the e-Gazelle S stroller and the Cloud T car seat. We’re delighted to hear how much you enjoy the stroller—it’s wonderful to know it’s serving your family so well.
Regarding the car seat, we truly regret that the fabric has not met your expectations. We carefully reviewed the photos and details you kindly provided during the service process. After thorough assessment, our team found that the wear shown does not indicate a production defect as defined in the product warranty.
We completely understand how disappointing it is when an item shows signs of use sooner than you hoped, and we’re sorry for any frustration this caused.
Thank you again for your feedback—it helps us improve and better support our customers in the future.
Warm regards,
Team CYBEX
Prams have defects
Things have gone wrong with the pram.
I contacted Cybex who told me to go to my retailer as they cannot deal with it directly.
Cybex take your cash and wash their hands of you after - especially when the pram system is outside of its year warranty.
I got a cold and disingenuous reply and I’ve spent thousands with them.
The pram system is not fit for purpose and they are refusing to look into defects that are not only effecting the handling of the pram but it’s also compromising my child’s safety.
Stay clear - there are better, safer products and better customer service centres out there. Who care about their customers after sales.
September 22, 2025
Unprompted review
Reply from CYBEX Online Shop
Hello!
Thank you for taking the time to share your feedback here on Trustpilot. We are sorry to hear about your negative experience with your CYBEX products.
First of all, we would like to confirm that all our car seats are covered by a 3-year warranty, while our prams come with a 2-year warranty as standard.
Should you ever have to make a claim during the warranty period, your original retailer is responsible for guiding you through the warranty process. The retailer will resolve your claim with the help of our UK based after-sales team if necessary. In your case, we are confident that John Lewis will provide you with a favourable resolution.
Our support team are in touch with you and did provide a detailed response to your email, maintaining full professionalism. However, we are of course sorry that our service did not meet your expectations and we certainly value your feedback.
Kind regards,
Team CYBEX
Cloud T
Great product, had an issue and they dreamt with it quickly. There are sending me a whole new car seat and base
September 21, 2025
Unprompted review
Reply from CYBEX Online Shop
Dear Mrs. Leitch,
thank you so much for your review! We’re glad to hear that you’re happy with your Cloud T and with our after-sales service.
Team CYBEX
I 100% recommend the Cybex EOS
I 100% recommend the Cybex EOS. We were in a fairly serious car accident going close to 50mph and my baby was completely untouched and car seat intact. Even though the carseat was not damaged it is recommended to buy a new one after an accident and I did not hesitate to come back and buy this same exact one.
I also love the stroller. The carseat easily attaches to the stroller base and the bassinet part is also wonderful! I would buy this over and over again.
September 10, 2025
Unprompted review
Reply from CYBEX Online Shop
Dear Megan,
thank you so much for your kind words and for sharing your experience!
We are thrilled to hear that your little one was kept safe and that you love your CYBEX EOS and and Aton G travel system.
At CYBEX, safety is always our top priority. We strongly recommend replacing a car seat after any kind of accident. This is because tiny hairline cracks, which may not be visible to the naked eye, can appear in the plastic parts of a car seat after an accident. These cracks can pose an increased risk to safety.
Thank you again for your trust - we are very happy to be part of your family’s journey!
Team CYBEX
Worst online shopping experience in 20 years – feels like theft
Order No. CZ10605062
In more than 20 years of online shopping, Cybex is by far the worst company I have ever dealt with.
They never delivered the stroller I paid for, and even though I cancelled the contract, they have been holding my money for 3 months. At this point it feels like theft or unlawful enrichment. This is behavior I would expect from shady scammers – not from a global brand like Cybex.
Customer support is a joke: I contacted them about 30 times, they just give generic replies and then ignore me for weeks. Absolutely unacceptable.
I am filing complaints with the European Consumer Centre and Czech Trade Inspection. I strongly advise everyone to stay away from this company.
July 2, 2025
Unprompted review
Reply from CYBEX Online Shop
Dear Jakub,
we are truly sorry to hear about your negative experience and sincerely apologise for the frustration this situation has caused.
Please know that our team is actively working to resolve this issue with the carrier. One of our agents is in regular contact with you and is providing all updates regarding your case. We hope to have this matter fully resolved very soon.
Thank you for your patience.
Team CYBEX
They have the best products and…
They have the best products and customer service. I really like their whatsapp service as it feels very convenient to ask your questions this way (and get detailed and personalized answers as long as the conversation goes).
Their car seats are great and show the thought put in every detail. The online videos explaining their assortiment is very helpful in choosing the best car seat for you and your family. Totally recommended!
June 6, 2025
Unprompted review
Reply from CYBEX Online Shop
Dear Sara!
We are delighted to receive such positive feedback about our WhatsApp service, which has proven to be one of the most popular communication channels with our customers throughout Europe since we introduced it a few years ago.
Of course we are equally as delighted to hear that you have trusted CYBEX with your little one's in-car safety and comfort and that our online resources helped you select the best products for your family.
Warm regards,
Team CYBEX
Cybex sold an «Cybex organiser» for…
Cybex sold an «Cybex organiser» for their strollers. Specifically for their own strollers. Yet the stroller handle got damaged by their own organiser. Now Cybex claims they have no responsibility.
They sell a organiser for their strollers and yet they have a warning in small text not to use organiser as their strollers are poorly made of bad quality.
STAY AWAY
September 19, 2025
Unprompted review
Reply from CYBEX Online Shop
Dear Gabriel,
we’re sorry to hear about your experience.
Please note that each case is reviewed individually, and unfortunately not every issue is covered under warranty.
As the manufacturer, we recommend placing bags in the basket under the seat, as hanging a bag on the stroller handle can affect the stability of the stroller.
Kind regards,
Team CYBEX
Extremely Disappointed – Poor After-Sales Support
I have only been using my Cybex Priam pram for about one month, and the right rear wheel lock has already failed. I contacted Cybex immediately and provided all requested details, including photos and videos.
It has now been four days with no concrete update or solution, despite repeated reminders and the urgency of having a 3-month-old baby who needs the pram daily. We have been unable to go out for walks, which has seriously affected us.
For such a high-priced product, this lack of timely customer care and communication is unacceptable and extremely disappointing. I expected far better support from a brand of this reputation.
September 12, 2025
Unprompted review
Reply from CYBEX Online Shop
Dear Gamze,
thank you for sharing your experience and for bringing this matter to our attention.
We sincerely apologise for the frustration and inconvenience caused by the delay in resolving the wheel lock issue on your Priam, especially given how essential the pram is for your daily routine with your baby.
We completely understand the urgency and are escalating your case to our after-sales team for immediate review. Our service team will provide you with a concrete update and next steps to get your pram back in use as soon as possible.
Your feedback is very important to us and helps us improve our service. We regret that our communication so far has not met the high standards we set for ourselves and for our customers.
Thank you for your patience and for giving us the opportunity to make this right.
Kind regards,
Team CYBEX
I recently purchased several items
I recently purchased several items, and I couldn’t be happier with the quality and design! They were delivered to our front door so even that was super convenient :)
Sirona T Plus Sepia Black – A fantastic seat, combining comfort, safety, and style. Our daughter has been really happy with this since there is more space than in her previous seat. Also the details and finish make it feel truly premium. Convenient to turn around and easy to put into sleeping position.
Cup Holder WG Black – Simple but so practical. It attaches easily.
Orfeo BLK Fog Grey – Lightweight, sleek, and perfect for everyday use. Easy to handle and have in our car.
LEMO Suede Grey – Beautifully designed and sturdy. Fits perfectly into our home and is very versatile.
LEMO Training Tower Set Suede Grey – An amazing addition that makes everyday routines more interactive and fun. Our daughter always wants to participate in emptying the dishwasher and this way she can contribute to putting away forks and spoons :)
Each product has exceeded my expectations, both in terms of quality and usability. Highly recommended!
September 16, 2025
Unprompted review
Reply from CYBEX Online Shop
Dear Mariia,
Thank you so much for taking the time to share your experience with us.
We are delighted to hear that you are happy with your recent purchases and that our products have met your expectations in terms of quality, design, and usability.
It’s wonderful to know that items like the Sirona T Plus, Cup Holder, Orfeo, and LEMO products are making everyday life easier and more enjoyable for you and your family. Your detailed feedback is greatly appreciated and motivates us to continue providing high-quality, thoughtfully designed products.
Thank you again for your kind words and for recommending Cybex.
Best regards,
Team CYBEX
More than happy
I ordered a second Solution T i-Fix to our second car as the first one has been really good. Ordering process was easy and delivery was fast. I’m more than happy.
August 6, 2025
Unprompted review
Reply from CYBEX Online Shop
Dear Tuija,
Thank you so much for sharing your experience with us.
We’re delighted to hear that the Solution T i-Fix has served your family so well that you chose a second one for your other car. It’s wonderful to know the ordering process and fast delivery met your expectations too.
Your trust in CYBEX means a great deal to us, and we’re thrilled to continue being part of your family’s journeys.
Warm regards,
Team CYBEX
Highly recommend Cybex products
We have a lot of Cybex products in use and have been super happy with them. Our latest purchases include the Cybex Anoris T i-Size car seat, which has really helped our child with motion sickness and overall comfort during car rides without compromising safety. Another favorite is the Libelle travel stroller, which is so lightweight, easy, and convenient when traveling. I definitely recommend it, even though we also use the Priam stroller for everyday life.
September 15, 2025
Unprompted review
Reply from CYBEX Online Shop
Dear Silja,
Thank you so much for sharing your kind words and for recommending CYBEX products.
We’re thrilled to hear that the Anoris T2 i-Size car seat has made your child’s rides more comfortable and helped with motion sickness, while still providing the safety you expect.
It’s also great to know that both the Libelle travel stroller and the Priam fit so well into your family’s lifestyle. Feedback like yours motivates us to keep innovating and delivering products that support parents and children every day.
We truly appreciate your trust in CYBEX and look forward to accompanying your family on many more journeys.
Warm regards,
Team CYBEX
High quality products
We have ordered many Cybex products and are more than happy with the quality of the products and the proper instructions. The best thing about Cybex products is how easy they are to use. We have e-strollers, car seats, high chair and travel buggy and I can honestly recommend them all.
September 15, 2025
Unprompted review
Reply from CYBEX Online Shop
Dear Iiris,
Thank you for taking the time to share your experience with CYBEX.
We’re delighted to hear that our products—from e-strollers and car seats to the high chair and travel buggy—have met your expectations for quality and ease of use.
It’s especially rewarding to know that you find the instructions clear and the products simple to handle, as we design each item with parents’ convenience and children’s comfort in mind. Your recommendation means a great deal to us.
We truly appreciate your trust in CYBEX and look forward to supporting your family for many years to come.
Warm regards,
Team CYBEX
Everything works smoothly
Everything works smoothly with Cybex. All products arrived fast and straight home, nicely packed. The quality of the products is the best and I love it how all the products match to each other.
April 2, 2025
Unprompted review
Reply from CYBEX Online Shop
Dear Anne,
Thank you so much for taking the time to write to us.
We’re truly pleased to hear that everything—from the ordering process to delivery and daily use—has gone so smoothly for you.
It’s wonderful to know that the quality and thoughtful design of our products meet your expectations and fit together so well in everyday life. Feedback like yours reassures us that our focus on comfort, safety, and a harmonious product range makes a real difference for families.
Your kind words are highly motivating for our entire team and inspire us to continue developing products that combine innovation with ease of use.
Warm regards,
Team CYBEX
⭐☆☆☆☆ Worst Experience
⭐☆☆☆☆ Worst Experience – Extremely Disappointed
We ordered the Cybex EOS 3-in-1 stroller from Baby Tiener and the entire experience has been a nightmare. The stroller arrived with poor and damaged packaging, and crucial parts were missing or broken – especially the lower storage basket, which is riveted to the frame and cannot simply be reattached.
After reporting the issue immediately, we were sent spare parts that were not even the correct ones. A replacement frame arrived without the essential lower storage basket, which was the main reason for requesting a replacement in the first place. It has now been over a month of emails, photos, and videos sent to Baby Tiener and Cybex, and yet no proper solution has been offered.
This is not what you expect from brands like Cybex or a retailer like Baby Tiener. The lack of quality control, poor packaging, and slow customer service have created a very poor image of both companies. Worst purchase ever – I would strongly caution other parents before ordering.
— Revathy Ganesh
September 15, 2025
Unprompted review
Reply from CYBEX Online Shop
Dear Revathy,
We are truly sorry to hear about your experience. This is certainly not the standard we aim for, and it should not have happened. We escalated your case and our team provided all the necessary information to ensure the situation could be resolved.
Thank you for your patience and for giving us the opportunity to address this – we always strive to learn and improve from situations like this.
Kind regards,
Team Cybex
Customer service is slow and unkind
Customer service is slow and unkind. Returns are poorly managed with no UK returns address (is that legal?) if you can’t organise a FedEx collection which won’t be convenient for many people.
Returning two items worth £100 (with tracking as they refuse to help at all with any parcels) cost me over £50! They refuse to refund this. They couldn’t care less.
I love their products, I have four of their strollers and a car seat. When I bought two strollers - from another retailer - it did not explain that they came with rain covers and this appears to be random depending on the model.
So I bought two in advance and then realised I would not need them.
I couldn’t cancel the order. I couldn’t organise an online return as it suggested I could and so had to email them many times to work out how to return them only to find it would be at my cost as I can’t do collections at my address.
Will now only buy from other retailers and would not recommend them at all based on this experience and others.
September 10, 2025
Unprompted review
Reply from CYBEX Online Shop
Dear Hayley,
Thank you for sharing your experience with us.
Unfortunately, your decision to choose a different carrier for the return the order led to a series of unexpected complications. Please rest assured that our team is actively reviewing your case. We are working to fully understand the situation and will provide you with an update via email as soon as possible.
Thank you for your patience while we investigate. We are committed to ensuring your case is handled thoughtfully and appropriately.
Kind regards,
Team CYBEX
Excellent customer service
Excellent customer service! Awesome durable products
September 11, 2025
Unprompted review
Reply from CYBEX Online Shop
Dear Elvia,
Thank you so much for sharing your kind words with us. We’re delighted to hear that you experienced excellent customer service and are enjoying your Gazelle S.
Your feedback means a great deal to our entire team and motivates us to continue providing both high-quality products and attentive support.
We truly appreciate your trust in CYBEX and look forward to serving you again in the future.
Kind regards,
Team CYBEX
First car seat
Packaging was great. The car seat came in perfect condition with plenty of instructions.
September 11, 2025
Unprompted review
Reply from CYBEX Online Shop
Dear Jason,
Thank you for sharing your experience with us.
We’re so pleased to hear that your Callisto G 360 arrived in perfect condition and that the packaging and instructions met your expectations.
Your feedback means a lot to our team and helps us continue to provide the best possible service. We wish you and your little one many safe and comfortable journeys!
Warm regards,
Team CYBEX
CYBEX 360
I wrote three times about what could be done with my car seat I purchased about 4 months ago. Around my babies head the fabric has started pulling and looking cheap and feeling scratchy. No response was given at any time.
September 10, 2025
Unprompted review
Reply from CYBEX Online Shop
Dear Tabby,
Thank you for your review and for bringing this to our attention. We’re very sorry for the inconvenience and the delay in communication.
When the warranty claim was first submitted, some required details were missing from the contact form. Because of this, we unfortunately had no way to reach you about the issue with your Callisto 360 G seat.
Our team has now located and updated your case, and our colleagues are already working on a solution. You will receive all the necessary information and next steps shortly.
We truly appreciate your patience and the opportunity to resolve this for you.
Kind regards,
Team CYBEX
Best stroller
I have the Cybex e-Priam and honestly, the rocking function is a complete life saver. It soothes my baby within minutes. It has become an absolute essential in our daily life!
September 10, 2025
Unprompted review
Reply from CYBEX Online Shop
Dear Frederique,
Thank you for your wonderful feedback.
We are delighted to hear that the e-Priam and especially its rocking function have been such valuable support in your daily life and helps soothe your baby with ease.
Your satisfaction and trust in CYBEX mean a great deal to us. We wish you and your family many more happy and relaxed moments with your stroller.
Kind regards,
Team CYBEX
Reply from CYBEX Online Shop
Dear customer,
Thank you very much for your kind review!
We’re delighted to hear that you’re satisfied with both our products and our service. Feedback like yours truly motivates our team and helps us continue to deliver the best possible experience.
Team CYBEX
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