Terrible customer service. I was gifted the rapid cool and flask set along with the Nuby bouncer for my Baby. Firstly the rapid cool become faulty, extremely hot to touch (I can see fro... Vis mer
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The cooling part of the Nuby is unbelievable- honestly makes the night feed so much easier. We were sceptical at first but it really is a life changer. We had a small issue with the lid of the Nuby fl... Vis mer
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We were recently bought a sit me up - little hops and rainbow drops, this was bought as our daughter is our rainbow baby and was gifted early as an early baby loss awareness gift. Upon opening, we rea... Vis mer
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Cannot fault the customer service with Nuby. I rang and spoke to a lovely lady called Marie regarding my rapid cool having issues with the lid and she was ever so helpful, sent me clear instructions w... Vis mer
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Informasjon om virksomheten
Skrevet av virksomheten
Way back in 1970 (when flares were a thing), Nuby started out in the USA as a little family-owned business. Fast forward to today, and we’re helping families in over 155 countries do life. Nuby UK joined the party in 2009, and thanks to a lot of hard work (and a bit of magic), we’ve become a leading baby accessories brand in the UK. We’re first to the party when it comes to new ideas, bringing real world solutions to the table without making parents break the bank. And we do it all with a big dollop of our trademark humour and relatable brand personality. In short, we’re masterminding magic for babies.
Kontaktopplysninger
Unit 13, NE35 9PZ, Boldon, Storbritannia
- enquiries@nuby.com
- www.nuby-uk.com
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Brilliant products
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.
22. juni 2026
Anmeldelse skrevet uten oppfordring
Svar fra Nuby UK
Thank you for taking the time to share this wonderful feedback regarding your recent experience with our customer service team.
We are delighted to hear that they collaborated effectively to resolve your issue and that it left a positive impression.
Please feel free to reach out again if you need assistance in the future!
Team Nuby
Faulty product - worse customer service
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.
22. juni 2026
Anmeldelse skrevet uten oppfordring
Svar fra Nuby UK
Dear Sophia, we are truly sorry to hear that we did not meet your expectations and for any distress and upset that has been caused.
The RapidCool flask becoming hot on the outside is most common when the flask has not been reset. The RapidCool flask works due to the specialist patented materials within the flask’s walls by absorbing heat which allows the feed to cool. The flask must be allowed 3-4 hours to reset to allow the flask walls to cool down, using before this time will mean the flask becomes very hot.
For this reason, we additionally do not recommend washing the RapidCool flask in water that is too hot as doing so will activate the flask and mean that a further 3 hours are needed for the flask to reset. We recommend washing in warm water only as well as ensuring that the flask is not exposed to sunlight or any source of heat – it should be stored in a cool dry space.
The flask was tested multiple times with our Quality Team and no fault was found with the flask, for this reason the flask was then returned to yourself. Nuby policy was correctly followed and your case was reviewed by management.
We are sorry that the experience has left you with a negative impression and that we were not able to resolve this to a satisfactory standard for you.
Outstanding customer service and…
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
13. juni 2026
Anmeldelse skrevet uten oppfordring
Svar fra Nuby UK
Thank you for taking the time to share this wonderful feedback regarding your recent experience with our customer service team.
We are delighted to hear that they collaborated effectively to resolve your issue and that it left a positive impression.
Please feel free to reach out again if you need assistance in the future!
Team Nuby
Fantastic customer service (Marie…
Fantastic customer service (Marie Kearvell) and fantastic products. We use the Nuby sterilisers and Nuby rapid cools.
12. juni 2026
Anmeldelse skrevet uten oppfordring
Svar fra Nuby UK
Thank you for taking the time to share this wonderful feedback regarding your recent experience with our customer service team "Marie".
We are delighted to hear that they collaborated effectively to resolve your issue and that it left a positive impression.
Please feel free to reach out again if you need assistance in the future!
Team Nuby
Incredibly disappointed!
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.
3. juni 2026
Anmeldelse skrevet uten oppfordring
Svar fra Nuby UK
Dear Louise, we are truly sorry to hear that we did not meet your expectations and for any distress and upset that has been caused.
The RapidCool flask becoming hot on the outside is most common when the flask has not been reset. The RapidCool flask works due to the specialist patented materials within the flask’s walls by absorbing heat which allows the feed to cool. The flask must be allowed 3-4 hours to reset to allow the flask walls to cool down, using before this time will mean the flask becomes very hot.
For this reason, we additionally do not recommend washing the RapidCool flask in water that is too hot as doing so will activate the flask and mean that a further 3 hours are needed for the flask to reset. We recommend washing in warm water only as well as ensuring that the flask is not exposed to sunlight or any source of heat – it should be stored in a cool dry space.
If the temperature reading is high, it is Nuby policy to investigate the issue further by getting the flask back free of charge for internal testing with our Quality Team. Any testing is carried out within 24 business hours. If a fault is identified, we can offer a replacement with a valid proof of purchase, and the replacement will be sent on next day service. If no fault is identified, the original flask will be returned on next day service.
I include a link to NUBY T&C’s (please see section 10). https://uk.nuby.com/policies/terms-of-service
I have a rapid cooler and the digital…
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.
4. juni 2026
Anmeldelse skrevet uten oppfordring
Svar fra Nuby UK
Thank you for taking the time to share this wonderful feedback regarding your recent experience with our customer service team.
We are delighted to hear that they collaborated effectively to resolve your issue and that it left a positive impression.
Please feel free to reach out again if you need assistance in the future!
Team Nuby
Horrible customer service
Horrible customer service
I have ordered baby playmat a week ago and got an email it was dispatched, however royal mail tracking shows they have not received the item. Customer service never picks up the phone and I have received no response from the form on the website. Really disappointing experience!
13. mai 2026
Anmeldelse skrevet uten oppfordring
Svar fra Nuby UK
Hi Diana,
Thank you for getting in touch with us. Our phone lines have been exceptionally busy this week, so we sincerely apologise for the difficulty you experienced trying to reach us.
I have also checked our enquiries mailbox and can confirm that your enquiry was received on 18th May. Please note that responses can take up to 72 hours during busy periods. One of our Customer Service agents responded to your enquiry on 21st May.
If you have not received our reply, we kindly recommend checking your junk or spam folder. Please let us know if you’re still unable to locate the email, and we’ll be happy to assist further.
Team Nuby.
2x Jitterbug review: it is a lump of junk
Having had 2 of the Jitterbug pram rockers now (the first one broke instantly as the charging port collapsed inside itself - Nuby replaced it free of charge - I left a positive review for their good customer service) I feel like I can make a better informed and more balanced review of this poorly constructed, unfit for purpose, waste of plastic.
We were eagerly awaiting the arrival of the replacement unit as nap laps were getting very draining by this point, a few minutes of hands free parenting was what we so desperately needed! It arrived to our delight, so I put it straight on charge - it must have taken at least 6 hours to fully charge up, for it to only give us 10 minutes of rest before the battery died again! I recharged it again using the provided cable, waited another several hours to charge it to then only get 10 minutes of action. This is infuriating!!! Not only because we can't use the pram rocker for more than 1 nap per day (when our baby naps at least 4 times per day) but I also feel I have now consumed and wasted 2x the amount of plastic! I'm shocked that this device can't even do it's basic job for more than a few minutes, which in the end of the day is little to no help - in fact it's more of a hassle than not having it. Especially as I now have one broken unit and one substandard waste of time unit that I have to go out of my way to responsibly dispose of because Nuby won't accept returns to repair/recycle items.
The whole experience has really got my goat and added stress I to what's already quite a challenging time. These products should be helpful, not a hindrance!!!!
19. mai 2026
Anmeldelse skrevet uten oppfordring
Svar fra Nuby UK
Hi Phil,
Thank you for reaching out to us, and we’re very sorry to hear that you’ve experienced multiple issues with your Jitterbug.
Our Quality Team would appreciate the opportunity to investigate this further and would kindly request the return of the product so that we can carry out a full inspection. We would be grateful for your assistance with this and ask that you please contact us at enquiries@nuby.com so we can arrange the next steps.
We truly value your feedback and would like the opportunity to resolve this matter and make things right for you.
While we unfortunately do not offer a repair service, we do recommend that any products that need to be disposed of are recycled responsibly through your local waste authority.
Team Nuby
Customer service was so helpful
Customer service was so helpful
14. mai 2026
Anmeldelse skrevet uten oppfordring
Svar fra Nuby UK
Thank you for taking the time to share this wonderful feedback regarding your recent experience with our customer service team.
We are delighted to hear that they collaborated effectively to resolve your issue and that it left a positive impression.
Please feel free to reach out again if you need assistance in the future!
Team Nuby
Great customer service
I contacted Nuby to see if there was a spare part for the character sippy cup as the top part of the straw had been chewed through by my granddaughter. Marie from Nuby said there wasn't a part available but instead she provided a replacement cup! No need to do that of course but it was much appreciated. Thank you!
13. mai 2026
Anmeldelse skrevet uten oppfordring
Svar fra Nuby UK
Thank you for taking the time to share this wonderful feedback regarding your recent experience with our customer service team "Marie".
We are delighted to hear that they collaborated effectively to resolve your issue and that it left a positive impression.
Please feel free to reach out again if you need assistance in the future!
Team Nuby
Fab Customer Service
My rapid hot machine showed a code that I wasn’t sure of, or how to fix. I contacted customer services and within a week they have sent me a new rapid hot machine to replace the faulty one
Customer service responses are super quick.
13. mai 2026
Anmeldelse skrevet uten oppfordring
Svar fra Nuby UK
Thank you for taking the time to share this wonderful feedback regarding your recent experience with our customer service team.
We are delighted to hear that they collaborated effectively to resolve your issue and that it left a positive impression.
Please feel free to reach out again if you need assistance in the future!
Team Nuby
They were amazing very prompt response…
They were amazing very prompt response and knowledgeable about the products. Also very understanding.
6. mai 2026
Anmeldelse skrevet uten oppfordring
Svar fra Nuby UK
Thank you for taking the time to share this wonderful feedback regarding your recent experience with our customer service team.
We are delighted to hear that they collaborated effectively to resolve your issue and that it left a positive impression.
Please feel free to reach out again if you need assistance in the future!
Team Nuby
Great products and fabulous after care…
Great products and fabulous after care service
6. mai 2026
Anmeldelse skrevet uten oppfordring
Svar fra Nuby UK
Thank you for taking the time to share this wonderful feedback regarding your recent experience with our customer service team.
Please feel free to reach out again if you need assistance in the future!
Team Nuby
Had a issue with one of the flasks
Had a issue with one of the flasks. Got in touch with the nuby team and they was very helpful and resolved the problem by sending another flask. As my one the lid fell apart.
Very happy
30. april 2026
Anmeldelse skrevet uten oppfordring
Svar fra Nuby UK
Thank you for taking the time to share this wonderful feedback regarding your recent experience with our customer service team.
We are delighted to hear that they collaborated effectively to resolve your issue and that it left a positive impression.
Please feel free to reach out again if you need assistance in the future!
Team Nuby
Great customer service
I ordered something a while back and didn't check if anything was missing. There was a part missing but nuby came to the rescue and got a new part sent out straight away . Will definitely order from the company again customer service 5 stars and so are the products.
20. april 2026
Anmeldelse skrevet uten oppfordring
Svar fra Nuby UK
Thank you for taking the time to share this wonderful feedback regarding your recent experience with our customer service team.
We are delighted to hear that they collaborated effectively to resolve your issue and that it left a positive impression.
Please feel free to reach out again if you need assistance in the future!
Team Nuby
Had an issue but all was resolved team…
Had an issue but all was resolved team were very helpful and my friend is very happy with her gift
10. april 2026
Anmeldelse skrevet uten oppfordring
Svar fra Nuby UK
Thank you for taking the time to share this wonderful feedback regarding your recent experience with our customer service team.
We are delighted to hear that they collaborated effectively to resolve your issue and that it left a positive impression.
Please feel free to reach out again if you need assistance in the future!
Team Nuby
Went above and beyond to help me
Went above and beyond to help me. Really thank full for there support . And replaced something they didn’t need to very quick for me
16. april 2026
Anmeldelse skrevet uten oppfordring
Svar fra Nuby UK
Thank you for taking the time to share this wonderful feedback regarding your recent experience with our customer service team.
We are delighted to hear that they collaborated effectively to resolve your issue and that it left a positive impression.
Please feel free to reach out again if you need assistance in the future!
Team Nuby
They were fast at responding to my…
They were fast at responding to my issue and dealt with it same day, very helpful when I had a couple of questions I wasnt too sure about.
13. april 2026
Anmeldelse skrevet uten oppfordring
Svar fra Nuby UK
Thank you for taking the time to share this wonderful feedback regarding your recent experience with our customer service team.
We are delighted to hear that they collaborated effectively to resolve your issue and that it left a positive impression.
Please feel free to reach out again if you need assistance in the future!
Team Nuby
Great response time and amazing…
Great response time and amazing customer service
9. april 2026
Anmeldelse skrevet uten oppfordring
Svar fra Nuby UK
Thank you for taking the time to share this wonderful feedback regarding your recent experience with our customer service team.
We are delighted to hear that they collaborated effectively to resolve your issue and that it left a positive impression.
Please feel free to reach out again if you need assistance in the future!
Team Nuby
Customer service were spot
Customer service were spot on with an issue I had, they were quick to respond and solved the issue straight aware. Can't fault Nuby at all
9. april 2026
Anmeldelse skrevet uten oppfordring
Svar fra Nuby UK
Thank you for taking the time to share this wonderful feedback regarding your recent experience with our customer service team.
We are delighted to hear that they collaborated effectively to resolve your issue and that it left a positive impression.
Please feel free to reach out again if you need assistance in the future!
Team Nuby
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