Customer service replied really quickly to my queries and Ashley was extremely helpful. Would have given 5* but for the slow postage. Delivery took almost a week, not the fault of Nuby but given the p... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
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 o... See more
Company replied
Purchased the 3 minute steriliser, which is a fabulous product - no steam or hot water going everywhere! Unfortunately it did develop a fault and the 'on' button stopped working. However, I dropped... See more
Company replied
We had an issue with our nuby bottle (user error on our end) and Mollie on their customer service team was really helpful and explained the situation and was able to send us a replacement. Thank you s... See more
Company replied
Company details
Written by the company
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.
Contact info
Unit 13, NE35 9PZ, Boldon, United Kingdom
- enquiries@nuby.com
- www.nuby-uk.com
4.4
Excellent
3K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 100% of negative reviews
Typically replies within 1 week
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Issue resolved
Really helpful and quick to fix the issue we had. Once I sent over the information they have quickly sent a new replacement. One of the best returns process
22 August 2025
Unprompted review
Reply from Nuby UK
Thank you for taking the time to share this wonderful feedback regarding your recent experience and we're glad to hear you found our returns process so easy!
Please feel free to reach out again if you need assistance in the future!
Team Nuby
Great communication
Great communication when I needed a new seal for the RapidCool.
19 August 2025
Unprompted review
Reply from 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
Very polite customer service and very…
Very polite customer service and very quick. Solved my issue with no bother at all. Really happy 😊
21 August 2025
Unprompted review
Reply from 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
I purchased a RapidCool, which has been amazing for making g up bottles of milk to the perfect temperature very quickly. Unfortunately it started leaking. I contacted customer services via email on a Sunday evening and within 24 hours had received response. No problem at all (as it is within the guarantee period), emailed proof of purchase and a very short time later received an email back to say a replacement seal will be sent out. Amazing customer service, which sadly so many companies seem to lack! Thank you so much fo your prompt assistance!
18 August 2025
Unprompted review
Reply from 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
Poor Customer Service – No Response to Issue
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.
11 August 2025
Unprompted review
Reply from Nuby UK
We are very sorry to hear you are disappointed and apologise for any upset caused. Here at Nuby UK, we do our best to help and support our customers.
Our estimated response time via email at the moment is up to 72 hours, this is an automated reply once an email enquiry has been submitted. For urgent assistance our telephone lines are open weekdays.
We have responded to your email to put things right for you regarding your order.
Team Nuby
Amazing customer service
Amazing customer service. Quick reply and sorted promptly.
11 August 2025
Unprompted review
Reply from 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! enquiries@nuby.com
Team Nuby
Quick service from Marie kearvell
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!
7 August 2025
Unprompted review
Reply from 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
Fast reply and provided what I need…
Fast reply and provided what I need very efficiently.
7 August 2025
Unprompted review
Reply from 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! enquiries@nuby.com
Team Nuby
Love nuby but not happy with the jitterbug
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.
5 August 2025
Unprompted review
Reply from Nuby UK
We’re very sorry for the experience you had with the Jitterbug and completely understand your concern. Safety is our top priority, and we recently identified a fault in a small batch of straps. We’ve since developed and tested an improved design, which we’ve sent you to ensure the issue is resolved.
We also appreciate your feedback about notifying customers and are implementing processes to make sure updates like this are communicated quickly. Thank you for bringing this to our attention — your feedback helps us improve and keep our products safe.
Ordered with next day delivery however…
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!
4 August 2025
Unprompted review
Reply from Nuby UK
Hi Lorrain, thanks for your review. Our customer service team are glad to have spoken with you and are pleased they have been able to rectify your issue regarding your order. We sincerely apologise for the delay and for any frustration caused. To clarify, we are unable to see any emails from you prior to the 4th August, this is currently being investigated by the relevant department within the business. Please feel free to reach out again if you need assistance in the future!
Team Nuby
Customer service is great!
4 August 2025
Unprompted review
Reply from 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! enquiries@nuby.com
Team Nuby
I had a problem with one of the Nuby…
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.
31 July 2025
Unprompted review
Reply from 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! enquiries@nuby.com
Team Nuby
Thoroughly disappointed
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.
18 July 2025
Unprompted review
Reply from Nuby UK
Hi Michaela. Thanks for your review. I am sorry to see that you have encountered difficulties with your delivery and I appreciate the inconvenience this may have caused. Upon checking our systems, I cannot locate any contact from you via our website and our phone lines are very much open so I am unsure why you have been unable to contact us. Please contact us at enquiries@nuby.com and we will put things right for you.
Great customer experience with enquiries team
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.
21 July 2025
Unprompted review
Reply from 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! enquiries@nuby.com
Team Nuby
My order got lost due to royal mail…
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 😊👍🏼
12 July 2025
Unprompted review
Reply from Nuby UK
Thank you for your feedback. We are sorry to hear your order was not correctly delivered by the postal service, and we sympathise and understand the frustration that this has caused. We are delighted to hear that Marie 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! enquiries@nuby.com
Team Nuby
I ordered a RapidCool kit from the Nuby website
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.
14 July 2025
Unprompted review
Reply from 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! enquiries@nuby.com
Team Nuby
£18 delivery charge added at checkout after free delivery stated in basket
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.
4 July 2025
Unprompted review
Reply from Nuby UK
Thank you for your feedback. We apologise for any misunderstanding regarding our delivery fees — we fully recognise the importance of being transparent. To clarify, information regarding our delivery fees can be found on our shipping policy page here:https://uk.nuby.com/policies/shipping-policy. The delivery charge to Northern Ireland (over 2kg) is £18, unfortunately this is out of our control and is set by the delivery company. We offer free returns on all of our products which includes any shipping fee reimbursed. If you need anything else or have additional questions, our customer service team is always here to assist you! enquiries@nuby.com
Team Nuby
Excellent customer service
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.
24 June 2025
Unprompted review
Reply from 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! enquiries@nuby.com
Team Nuby
Misleading information
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.
17 May 2025
Unprompted review
Reply from Nuby UK
Thank you for your feedback. We apologise for any misunderstanding regarding our discount offer — we fully recognise the importance of being transparent. To clarify, the discount pop-up and banners indicate that the 20% off code applies only to full-price items and cannot be used on any promotional or sale products. If you need anything else or have additional questions, our customer service team is always here to assist you! enquiries@nuby.com
Team Nuby
Fantastic customer service
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!
17 February 2025
Unprompted review
Reply from 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
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