Review Time
Terrible when things go wrong!!This was our 5th Nuna car seat and all had been great quality. Sadly this time the glue detached on a booster headrest after about 4 weeks of use. I contacted the 'customer service' team (they are service prevention agents!) who started by accusing us of missusing it. After we provided the height, weight, age and usage of the seat (bearing in mind it's 4 weeks into its use and its our 5th seat but they don't care) they tell us that it absoluely cannot ever have been a manufacturing defect!!!! I sent a video, photo's and explantaion but apparently it can only happen if it is your fault!I mean seriously?! Wouldn't it be great if all warranty's came with that clause!They offered to reglue it If I stuck in enough cardboard to cover it and they sent a courier. This is at your own risk. So... my £200 brand new seat would be wrapped in multiple Weetabix boxes for a courier to lump around in their van for days and then they would asses the damage they belive I caused???I asked them to send a box for it so it would be protected and not further damaged. Not Nuna! You need your own massive stash of cardboard and tape to get a return. Or is it a ploy to deter you?After 8/9 (can't recall emails) where it was allegedly escalated with more people who just didn't care and told me it was my problem I bought a load of superglue and did it myself. Nuna - get a grip on your customer service tone and policy. Do not start a relationship with an accusation. Do not suggest that you care so little about your product that loo rolls and cereal boxes are ok to ship it in and do care about the children who's lives you put at risk when you simply don't want to accept or fix your own problems. We've switched brand and we now share our Nuna story with every parent who ever raises car seats with us. Great job Nuna Customer Service Team!!!
I left a review on their website at their request and they moderated it because I mentioned that the item was faulty and their customer service was difficult to deal with. Be wary of trusting the reviews on their own website. Edited following a response to this review from Nuna:I received an email from reviews[AT]nunababy.eu at 15:04 on 23/10/2024 stating, "Your review has been moderated. It cannot be published to the website. Our staff has read your review and values your contribution even though it did not meet all our website guidelines. Thanks for sharing, and we hope to publish next time!".You didn't "modify" my review but you moderated it by refusing to publish it. My review contained no poor language and simply set out the facts of my customer experience. I would love to know which guidelines it failed to meet, aside from highlighting a terrible customer experience...
We received exceptional service when speaking with customer support about a replacement part for our Nuna Mixx Next. Particular thanks go to Ella Brown who went above and beyond to support us in getting the product that we needed. Would whole heartedly recommend.
I purchased a whole stroller set from them after testing out the stroller in 2 different stores. I bought the Nuna Mixx Next stroller, Pippa Rx Aire car seat, and the bassinet attachment. Forgive me if I’m misspelling the names a little. On the 7th use, my stroller started to squeak. It got progressively worse. The canopy on the stroller sags and looks misaligned when fully extended. It also doesn’t fully lock in place all the time so when I go to pull it forward it yanks the seat upright with my child in it. After I contacted customer service, they emailed me requesting videos and photos of the issues, my receipt, and product serial number. All of which I supplied.After a couple of days they emailed me back and said that the stroller functions as designed. Basically telling me that the squeaking is normal and the canopy problems are normal. Won’t help fix or replace. This stroller is 2 months old. I am a first time mom and bought this garbage thinking it was going to be great because it’s carried by reputable stores like Pottery Barn, Nordstrom and Saks. What’s funny is that in stores like Pottery Barn and Nordstrom these strollers look perfect and function so smoothly. In stores you don’t see any issues, they look super sturdy and do not make any noise at all. What an absolute bait and switch!I am so disappointed and upset (to say the least). My friends that have 2 other comparable brands don’t have any issues. I should’ve listened to them. ***I am updating this after Nuna responded below. They responded first by giving me some bogus US website to send my complaint to.**Shortly after I posted this update, they corrected the website address to their US customer service. The same site who wouldn’t help me in the past. Just footballing me around for my $1800. Proves my case and just goes to show that this company is absolute trash.
We are using baby stroller for 3 years now. As our family extended the double decker option comes handy. This product is well used daily and we put quite a few miles on it (on average we walk about 2-3 miles per day). Recently we had a pleasure to get in touch with their customer service - they were amazing, helped us to source the wheels that were run down and didn’t charge a penny. Quick to respond and solve your problem. I was genuinely impressed. Edit. Ella B. from UK customer service - you are a star - thanks for your help.
Nuna pram’s wheels started falling apart after just 1.5 years of standard usage which clearly shows there were defects. The shop in Brussels where we bought the pram has been claiming for a number of months there are no spare parts available which they could order for us. In line terms and conditions stated on Nuna website we requested them to replace the whole pram then which they refused. We contacted Nuna online for EU and international but they have ignored our messages for past half a year. We also contacted Nuna online UK (where we live now) but they refused to help as the pram was bought in Belgium. We wanted to invest in a good quality pram which we use for a number years. Instead we are now stuck with a broken pram and none of the Nuna / shop customer service are willing to help. This is incomparable with Silver cross where we bought a high chair and were immediately provided with replacement in case a part broke and no spare parts were available.
I had a great experience with Nuna customer service. I was looking for a replacement raincover for my stroller everywhere and decided to go straight to the source and ask where I can purchase it. Lisa from Nuna replied they are able to provide the replacement free of charge. I am extremely happy with this result as I really cared to have an original well fitted raincover. I already recommend Nuna Triv Next pram to everyone and now i will do it even more knowing their customer service is so good.
I purchased a nuna mixx next March of 2021. I sent them emails in 2022 2023 that my stroller was damaged. I never gotten an answer back till today. Just to tell me my warranty was not covered any more. What a lack of costumer service. They didn’t even try to help me. Known that I did email multiple times. Their answer was that they did reply back to my emails and to purchase a 350$ new base. It’s not like I waited till today to report the issue. They knew there was an issue because they saw the old emails. While waiting for an answer I even had to purchase a new stroller (Uppababy). I would never recommend Nuna any more to my friends and family. They lost a customer. I purchased multiple items from them. Don’t waste your money. You’re better off with Uppababy better quality and helpful customer service support.
I contacted Nuna as I wanted a replacement baby insert for my pipa next.I spoke with Lisa via email who informed me they have limited spare parts but she would try her best to try and find one for me. Lisa managed to find me a replacement in the colour I needed and sent it free of charge as a good will gesture! Thank you so much Lisa!Absolutely amazing customer service and such quick responses!
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Family is where our story begins.How do we give baby a spot at the table? Answering that led us to design our first ever product—the ZAAZ™ high chair—launched in 2007. We’re a global brand with roots in Amsterdam. The practical side of family life is a constant source of inspiration to us. Raising little ones is immensely rewarding and demanding, often at the same time. And it isn’t all about the children either. Our own adventures in parenthood have shown us that practical and beautiful is the perfect balance when it comes to gear. There’s nothing we appreciate more than clever design—thoughtful solutions—that bring us a sense of joy. Designed around your life.See more
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