Nuby UK Reviews 3,430

Extremely disappointed with Nuby UK’s customer service. My order was delivered by DPD to the wrong town, over 60 miles away from my address. I contacted Nuby immediately with full tracking proof, but they have not replied at all and are completely ignoring my messages.

This order was urgent, yet no acknowledgment, no replacement arranged, and no solution offered. Poor communication and no respect for customers.

Amazing customer service. Quick reply and sorted promptly.

Quick service from Marie kearvell , my rapid sterilise broke and she shipped a new one out for me and I received it next day. Really impressed my the customer service as well as quick response. Would recommend nuby to any future mums out there!

Fast reply and provided what I need very efficiently.

I have a rapid cool which I absolutely love and cannot fault that at all so I decided to buy the jitterbug instead or the rocket from another company as I really like nuby and the products that they have. Well I was wrong with the jitterbug. I put it on my baby’s pram and went to use it, but it went flying, landing on my daughter. ( luckily it was her leg and didn’t hurt her) but this could of been a lot worse.
Looked it over and there was a tiny screw holding it together but it actually wasn’t holding it together the screw came out and it fell apart.
Emailed customer service ( can’t fault them for the quick response) but I’m really not happy with what I was told. They said there is a fault with a small batch of straps and they will send me a new updated strap out. Fair enough you’re replacing the broken part. I did ask for a return with a whole new one sent out but they then said I would have the same issue with the strap. Hang on so you’re still sending the old strap out!! This is for a baby it needs to be safe. I also said they should have a recall on the product or emailed the issue to the people that have recently brought because if I had known I wouldn’t of put it on my daughters pram or used it with her in the pram. I did get an apology and a new strap sent out but I feel others need to be aware that there might be an issue.

Ordered with next day delivery however still haven’t received my items after 4 days. I have emailed twice and haven’t received a response. Also can’t find a contact number online to call for an update!

I had a problem with one of the Nuby products. Not only did they get back to me fast they replaced my item and I received it the next day! Top customer service.

Thoroughly disappointed. I thought nuby was a brand I could trust, however I’ve been let down and it seems like no one is available to answer my calls or emails. Next day delivery is far from that, we are now on day 12, no one answers the phone and I’ve submitted the help request on their website days ago and not got a response. Now had to raise this with my bank to try and get a refund. Hopefully someone picks this up and is able to help me, but I’m doubtful.

Great customer experience with the Enquiries team. I contacted them regarding our rapid cool product as the silicone seal had broken after sterilising many times - the team were very helpful with a prompt response and I was able to buy more seals at a small cost and they were posted out to me within the week.

My order got lost due to royal mail leaving it in a safe place but not at the correct address. But the customer service team (Marie kearvell) have been great in investigating this and resolving my issue in a timely manner.
Thank you 😊👍🏼

I ordered a RapidCool kit from the Nuby website for a friend’s baby shower as we use ours a lot. A day or 2 later I noticed there was a special offer being advertised to receive a free sterilizer when you buy the kit, which I didn’t see when I made my order. I emailed Nuby to ask about the offer, and they quickly replied saying that they would send me a sterilizer free of charge. I’ve not received it yet but according to the tracking emails, it should arrive tomorrow. Great product and service was above and beyond.

Really poor, was notified that I qualified for free postage and ordered, only for £18 to be added on at the last minute, tried to quickly click back to avoid the order being processed but it was processed even before there was any notification of sale complete.
Money was taken and I immediately tried to cancel. There was no option to cancel and I immediately contacted customer services on every available avenue. Customer services didn't respond until the item was dispatched and said they are unable to cancel and to return at my own expense.
Exceptionally poor customer service, and £18 delivery is ridiculous.
Will avoid not only the website but the brand in future.

Excellent customer service, I messaged complaining that two brand new bottles I had purchased had easily broken when my toddler dropped them on the ground. I had bought them in seperate places and didn't have receipt for one. They kindly refunded me for two bottles.

Wanted to purchase a few items for our new born from this website for the first time. Straight away I had ads screaming at me saying 20% off your first order with us. Later did we know that it wasn't on sale items.

Disappointed as sale items or not it was still a first order.

I needed some new silicone seals for the rapidcools. I couldn’t see them on the website so I emailed. Marie got back to me so quickly saying yes they provided replacements. However if they were in warranty I could get them free. We had bought them in August for my daughter’s baby shower from a well known on line website and only had the confirmation of purchase from there. This was enough information and now I am having 3 seals (it was a 3 rapidcool package) sent to me free of charge. All this in a matter of 3 days. Fantastic customer service!

Still have not received order after almost a month

I have tried calling multiple times at different times of the day and on different days AND using all of the three options, EVERY time it rings for a few seconds then says 'all of our advisors are busy, please use the website' then hangs up on you, there no option to wait in a queue or to be called back, just simply 'no advisors, go away'. My assumption is that there are in fact no advisors employed by Nuby at all and the the number is there purely in show only. Given we have a serious safety concern about one of their products I find it quite disgusting that it is literally impossible to reach them by phone despite them advertising a customer help line. My advice to anyone is to simply buy a different brand as A: their products are not safe (happy to explain this to anyone that wants to know the details) and B: you can't speak to anyone to discuss an unsafe product. Shameful behaviour really.

Absolutely brilliant customer service.
My daughter’s ocean pram arch broke, I emailed them in the evening and the next morning I received a reply and a replacement is being sent to me. Cannot thank Marie Kearvell enough for her speedy response and assistance on the matter.

I would strongly advise not to buy anything from this company, as the item sent to us seemed to preowned - the box the item arrived in looked previously used also. Furthermore some assembly steps had already been completed and two straps were missing.
Contacting after sales team, however they didn’t seem too bothered and advised that will send out new straps - the issue of the item being preowned was totally ignored!