Nuby UK Avis 

Contacted Nuby due to a faulty Rapid Cool, Quick to get an email back, send a step by step test.
I explained the situation and now being sent a new Rapid Cool.
Great customer service, so happy with the end result.
⭐️⭐️⭐️⭐️⭐️

Great communication. Easy transaction..went above and beyond when I needed there help . Will always consider buying from them in future and will pass on there brilliance to anyone .5***** and more

Firstly we love the Rapidcool bottles and UV sterliser. We have been searching for a glass bottle with no etching. We found Nuby.

Secondly, amazing customer service!!! Even when you in a state of half sleep, in the newborn trenches boil the lids in a bottle washer, despite clear instructions not too. The support and understanding goes a long way.

We have ordered more bottles and are looking at their other products. 100% recommend .

i needed the bolt to attach the cot mobile onto the cot and they’ve sent me the part for free and was going to ask for me to pay delivery £4.90 or something and they payed for the delivery themselves as a gesture of goodwill, definitely recommend i spoke with marie kearvell

We really like the nuby range however when we purchased the rapid sterilise within two weeks it stopped functioning properly and I've tried calling several times and I have a feeling they don't have a customer service team as I sent an email on Sunday and it's now Thursday and I haven't had a response. As you can imagine this is extremely inconvenient as we have a 4 month old who relies on these bottles being sterile. We will have to resort to using our old setup until we can get a resolution

Parents be aware when buying the Nuby UV steriliser.
We originally purchased this for our toddler, used it for one year and then packed it away until our new baby came along.
We have found when using it this time around, after 1 year and 3 months of use, that the little UV bulbs keep falling off.
We didn’t realise at first, and this has been posing a huge choking risk to our baby, as they have potentially been falling into her bottles during sterilising. As we use variflow teats, the bulbs are small enough to easily fit through.
Aside from the choking risk, we don’t know if the bottles have been sterilised properly, as 3 or 4 of the bulbs have now fallen off.
I did email to raise this with customer services and it is not being taken seriously at all, considering my baby could have swallowed the tiny bulbs that keep falling off. They have said that the warranty is only one year so all I can do is stop using it. I also had to email a second time as I didn’t get a response to my first email after a week.
That would have been an appropriate response to a toy that had simply stopped working, not an item that has been posing a choking risk to a newborn baby.
If you do choose to use this product, I’d recommend checking all the bulbs thoroughly before every use.
Very disappointing customer service from Nuby.

Our lid wasn’t working properly so contacted Nuby and they’ve arranged to get one sent out for us straight away. Great customer service:)

Bought a “twin set” of rapid cool as a gift for my pregnant boss as per their website. However I only received a single item, I emailed customer services & got ignored. I reviewed their product at their request advising that it’s advertised as a twin set but only one is sent & they removed my review.
Don’t give lying companies like this your money. 0 customer services & edit reviews to make themselves look good.

Issue with an order no oneanswers the phone or have any option to hold. Emails sent with no reply. If you make an order and because of an issue with delivery request to collect from a locker nuby without informing the customer request a return. So no I'm left with being out of pocket and no present for a baby shower this Saturday. This is completely out of order and 2 days on still no communication from them AVOID ordering from nuby unless your happy to to be able to communicate with them if you have a problem with an order

purchased a couple of products which didn't work. Turns out 1 was down to operator error and wasn't a fault at all. The other item appeared to be faulty and was immediately replaced - great customer service and I was happy with solution offers

I was looking for a certain item for weeks and it keep coming up out of stock so i emailed Nuby and a lovely lady called Marie emailed me back and was able to source me the items i required very quick and efficient very happy customer and the customer service was top notch

Marie was vey helpful with me enquiry and made sure to fix our issue. Thank you :)

We had bought a Nuby and seemed the lid was faulty! Got in contact with Nuby directly and dealt with a lovely lady called Marie, after sending off the evidence that was needed she resolved the issue within 24 hours! Fantastic customer service.

I’ve had such a great experience just shopping alone with Nuby, but I reached out to customer service to ask if they’d honour a discount code I had for an order just in the hopes that they might and not only did they honour it I got an email to let me know they had too!! I got a response from Marie Kearvell who was so personable and warm even across email which is not always easy!! The best service from a brand I’ve ever had I think and I will be recommending you guys to everyone that listens!! thank you xxx

Brilliant products, that make my life soo much easier. We did have an issue with one of our kids, emailed over a video showing it not working and was sent a replacement without any issues.

Extremely disappointed with both the product and Nuby’s handling of a genuine safety concern.

Whilst on holiday with our 4-month-old daughter, our RapidCool flask became so hot it was uncomfortable to hold and failed to cool a feed as expected. We lost confidence in the product and had to purchase a replacement kit at our own expense so we could continue preparing bottles safely.

Rather than showing any concern, Nuby’s response was to repeatedly send generic instructions and imply the issue was caused by incorrect use. We followed all guidance, only used Milton cold water sterilisation and ensured the flask was fully reset. The replacement unit has since been used in exactly the same way without issue.

After testing the returned unit, Nuby stated no fault could be found. However, the fact that they could not reproduce the fault does not mean the fault did not occur. Throughout the process they ignored requests for their complaints procedure, ignored the fact we had to buy a replacement unit, refused to discuss a refund, and have now told me they’re returning the original product back to us despite us making clear we had lost confidence in it.

What disappointed me most was the complete lack of accountability, empathy or customer care. At no stage did Nuby appear genuinely concerned about the experience we had or the potential safety implications of the issue reported.

A very poor customer service experience from start to finish.

Outstanding customer service and communication. There’s not many companies that actually care about their customers over profit but these do. Would highly recommend their products and service. Thank you so much

Fantastic customer service (Marie Kearvell) and fantastic products. We use the Nuby sterilisers and Nuby rapid cools.

I am incredibly disappointed with Nuby’s customer service and their rigid handling of a safety issue.
I contacted customer care because the outer casing of my RapidCool flask is overheating to an alarming, unsafe degree during use. It was obviously hotter than my other cooler when we first received it but now it is unbearable. Instead of addressing the actual safety hazard, I was initially sent a generic, automated-style troubleshooting test regarding digital display reset times—a test that had absolutely nothing to do with the external unit dangerously overheating.
After pushing back and explaining that the test they were requesting for me to fulfill would not support the issue, I was told I must return the flask free of charge via Royal Mail for internal testing before a replacement can even be considered. If they deem "no fault found”, (which I can assume would happen, seeing as though the safety issue has not been actually noted correctly)
they expect me to pay £4.99 via DPD just to get my faulty unit back.
As a parent, the RapidCool is an essential part of a daily feeding routine.
Nuby expects me to simply go without my cooler while they wait to test it, showing zero flexibility or understanding for families relying on their products. While I actually own two RapidCool units (the other one is my older and first purchase, that works fine) to manage my baby's daily feeds, Nuby explicitly preaches that you must allow at least 3 hours for a unit to reset between uses. If they take one of my coolers away, how am I supposed to safely prepare my baby's consecutive bottles with just one flask? The math simply doesn't work according to their own guidelines.
As a parent currently on maternity leave with a very low income, I have already spent a significant amount of hard-earned money on what has turned out to be a defective and unsafe product. As well as contacting them within the warranty period. To be left struggling for feeds or threatened with further delivery charges just to get a potentially faulty item back is insulting. Their policy heavily prioritizes corporate terms and conditions over basic safety assurance and genuine customer care. I expected much better from a brand like Nuby.

I have a rapid cooler and the digital lid wasn't working. Contacted nubby via email and they were very helpful and sent me a new one out.