Nuby UK Avis 

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!

Would not recommend UV sterilisers. It’s poorly made and broke just after a year of using it. I was hoping to keep using it for toys etc. lesson learned won’t be buy nuby products again.

I bought a twin pack of Super Straw beakers for when my son starts school (tomorrow) at a cost of £16 (£4 p+p). Only one arrived. I called Customer Services, although an automated message said “all advisors are busy, call again later” before hanging up! I emailed them and the response was “accept £5.50 refund or wait until November”!! I’d have never paid £4 for p+p for one beaker and cannot wait until November for the second one to arrive!!! They should not have sent any beakers, if only one was available! And there was no note in the package to explain why there was only one - I had to contact them. Appalling. I’ll stick to other brands in the future.

I bought the Nubby Rapid Cool as I became a first time mum and I'm obsessed! I bought extras and continue to use these to make my sons bottles.

So easy to use, quick and easy

Would highly recommend

Purchased a Nuby electric wireless breast pump from Boots and I have to say I’m so disappointed in it. I had an initial issue where one of the flanges was missing from the box so got in contact and was sent one which I can’t fault and was great service.

I just found however with the pump my milk was still going everywhere but in the bottle. I was losing so much milk on the actual pump and dripping all over the place. I tried all the different size flanges and it happened with all of them. It was also awkward to hold and use for extended periods of time.

Definitely feels like a waste of money so gutted!

DO NOT WASTE YOUR TIME AND MONEY!

Purchased a new Sleep Next To Me Crib from their Nuby website.
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!
Once the straps arrived, they were cheap and the clips didn’t fit properly and now the crib is locked in place and cannot be removed.
After contacting them again, received a very patronising reply.
Also cannot get through using their contact number to speak to someone.

Bought a rapid cool flask bundle; the flask that is designed to hold boiling water is leaking when the digital lid is attached. This is risking burns and scalds!

Received my rapid cool and the insulating flask rattled like there was something inside the wall of the flask! Contacted via email and spoke with Rebecca! Within a couple of hours and after sending video proof, a replacement has been sent which I should receive in a couple of days!

Update: received the replacement flask without a lid! There reasoning is due to the lid not being faulty and it was just a replacement for the flask which was not mentioned when I emailed! I threw the hole flask away as I was worried the whole thing would be faulty! So now there having to send a replacement lid also! Think this should have been mentioned when a replacement was mentioned!

Also the DPD driver launched the parcel over my side gate not even allowing me 2 mins to get to the door, I appreciate this is not Nubys fault and they have confirmed this will be raised with DPD!

We had two Nuby products on our new baby list which were kindly bought for us by family / delivered to us. Both products failed within 3 months.

The RapidCool silicon seal split and the outside paint chipped off. We had washed by hand immediately after every use and sterilised once a day to be gentle.

The Penguin Bath & Thermometer display also stopped working after 3 months even after changing the battery.

We wrote to Nuby to explain that we didn’t have a proof of purchase as they were gifted (as many parents might be so lucky) and we didn’t want to upset family members to ask for the details and let them know their gifts were duff but that Nuby should have records of delivery for each product to our address.

Instead of a refund or replacement, we asked if Nuby would offer a discount code to try the products again. We appreciate we might have been just very unlucky.

The request was not considered unless we could provide payment details. We understand Nuby’s legal position, we just think the products are duff and there’s no leeway from their Customer Service team so will be buying and asking family to buy for us / others from more reputable brands going forwards.

Reported an issue with the lid of my Nuby Rapid Cool turning green far too quickly, completed the test they asked me to do, but re-explained that if I leave it long enough it does eventually cool 2-4mins, and the issue is that it goes green within seconds of putting the water in, rendering the colour changing lid redundant. Customer service totally useless and reluctant to replace my lid. Seem to have forgotten their product is under warranty.

Had an issue with a product I recently purchased so reached out to Nuby via email. They responded and resolved it in less than an hour , I emailed back with a query I had off the back of their answer and again perfect response in under an hour ! Polite , knowledgable and friendly and completely answered and resolved my query. Thank you to Rebecca @ Nuby :)

Please read my email exchange with Nuby UK regarding a faulty Nuby Rapid Coll purchased to make formula for my newborn baby. Less than helpful and reluctant to help. They clearly know it’s a faulty batch as there have been so many complaints online that they send a template email regarding the Nuby Rapid Cool and request the batch number. All online forums on this are describing the same issue! Please read and think twice before purchasing!

13 March 2023: