nunababy.com Reviews 

Nuna is a brilliant company. The products are high quality, easy to use and durable. But a real-stand out is their customer service. I had an issue with buying a pram from a 3rd party supplier and it not coming with a set of adapters, and Nuna were so helpful in providing a solution. Also a shout-out to Ella in their CS team who went above and beyond for me. Highly recommended.

I am deeply dissatisfied with the service and assistance I received when trying to inquire about purchasing your stroller and car seat products. Despite reaching out through various ways, including direct messages on Instagram and email, I faced significant challenges in receiving the assistance needed.

Upon learning that the retail stores mentioned on the website were temporarily closed, I sought assistance through the website and by email. Unfortunately, I did not receive any response until I left a comment on the Instagram page. It was only then that I heard back from the service manager, who directed me to the website.

I want to highlight that I had already informed the company by email that the stores listed on the website were closed. Despite this, the service manager claimed not to know of any alternative stores. As a customer, I expected better assistance, especially from a service manager. If the stores are closed, that should be updated in the website to inform customers and provide the latest information on the website since the website indicates it has been last updated in 2019.

This experience has left me very disappointed, as I had hoped for much better assistance and support. I believe that a company's customer service is a crucial aspect of its reputation, and my interaction with Nuna Company has been far from satisfactory.

My negative experience makes me not recommend Nuna Company to others until improvements are made in their customer service.

Have a few Nuna products, started with our newborn in a Nuna Arra Next car seat which we thought was fab. When he outgrew it we moved on to the Nuna Todl Next, which again we think is a brilliant car seat. When we came to need a travel cot we went for the Nuna Senna Aire, which has been one of our best purchases to date - love it! Don’t have any bad words to say about this brand.

Recently had to contact customer services with a query about our car seat, cannot believe how good the level of service was. Absolutely brilliant. Has made me want to buy a Nuna Mixx pushchair now 🤣

I have contacted Nuna, as I have lost one of the shoulder pads for nuna car seat, and wanted to find out where can I purchase spare part.
Lauren replied and they sent me a replacement( I was happy to pay for the replacement)

I ordered a car seat from Nuna Canada on November 21 and received a notification that it was shipped on November 24. Each time I tracked the package, the shipping company's site said that the order has not been received by Canpar. I tried to sign into my account on the Nuna website - each time I got a "something went wrong" error message directing me back to Homepage to try again. When I tried the online chat and typed in name and email (as per prompt), I got a "I didn't catch that" error message. When I typed in "where is my order?", I got the "sorry, I didn't catch that" again. I called the 1-800 # and at the opening was told the wait time to speak to someone was 1 minute. After 10 minutes the message changed to "Due to high call volume, we cannot take your call. Leave a message and we will return your call in 3 to 5 business days." This happened all 3 times I called.

When I finally reached out by email, I got the following response: Hi,

We can order you a new car seat today. Please confirm if this works with you.

Zero acknowledgement of the issues with the website, account, chat, phone line, unfulfilled order. It took multiple back and forth emails for me to explicate what exactly the above email meant (why is the first order not being fulfilled? Am I going to be charged?).

I ordered the car seat on November 21st for a trip on December 14. My daughter has outgrown her Nuna Pipa car seat and we cannot travel 4 hours without the appropriate car seat. When I expressed concern that the reordered seat still hasn't been shipped and that it's been weeks since I placed the first order, I got the following response: Hi,

Your original order seems to have an issue, like mentioned. Instead of opening up a claim, which takes time, I have ordered you another car seat right away. It was approved yesterday. Therefore, we should receive a tracking number this week.

I contacted Nuna last week, not this week. At this point I may have to spend close to another thousand dollars to buy a car seat which I've already purchased and paid for.

This is absolutely despicable behaviour from a CUSTOMER SERVICE DEPARTMENT. I have never been treated with less courtesy or professionalism by a company. I asked for head office contact information and was completely ignored.

I will never give my money to this company and I will share my experience and advise everyone else to refrain from doing so. A company that treats it's customers with this much disdain and carelessness has no business dealing with families and babies.

UPDATE TO RESPONSE: The link you provided is precisely where all the above came from. It's disgraceful that as a company, Nuna can provide service to some customers (depending on what country they live in) and nothing to others. To not have a working phone number (messages left at the number on the website you provided are not returned), website, client accounts or anyone willing to assist is so upsetting. To give individuals hiding behind a generic email (without names, phone numbers, etc.) the ability to do whatever they want is awful.

Extremely disappointing customer service following raising issues with our Pipa next car seat. Our baby has had serious issues breathing in this seat (this is a common issue with this seat I have discussed with a number of other people, one of which who did get a refund). I raised through John Lewis where we purchased and the only option was to swap out for another seat which is very similar in design which would not solve this issue. Nuna have maintained their view that there is no fault with the seat. Unbelievable response to a newborn baby being unable to breathe when using their product. We have not had any issues with the pram we have, however, due to this response and complete lack of care for our child or responsibility being taken from the manufacturer I will never purchase from Nuna again and would not recommend purchasing from them.

Whilst I appreciate every case is different, I struggle to see how the health and well-being of 1 child is more important than another. As mentioned above, I’m aware of others who have experienced identical issues who have been issued refunds to enable them to buy a more suitable seat. The Nuna team have deemed my case not to be so through John Lewis which is extremely frustrating.

Amazing customer service and communication. Completely exceeded my expectations.
Great Job, Well done!!!!

I am so impressed by the Nuna Customer Service. After loving our Nuna travel cot I bought a second hand, second cot for my parents house. Nuna were amazing at providing a new mattress & very quickly too. Best customer service i think i have received yet. Thank you so much, makes such a difference.

I contacted Nuna to ask about which adaptors we needed for an Arra car seat that is compatible with a mixx stroller as we were given the pram so didn’t have the original parts. They were very quick to come back to me and offered to post out the adaptors we needed, for free. Great customer service.

Bought a Nuna buggy and managed to lose one of the car seat adapters. I couldn’t find the adapters online so messaged Nuna directly. Ella very quickly responded to my query and offered to send me some new ones FOC as a good will gesture.
I have been enjoying my Nuna mixx next buggy so much and this experience has just cemented my love of the brand.
Great service, thanks Nuna!

I found the customer service responses to be awful and condescending. I have tried to get a part (happy to pay) and was advised 'should' the part be back in stock they will notify me. I questioned what 'should' meant, will it be or not or when? I got no clarification, just an unprofessional response. My request for escalation of the customer service complaint was ignored. I am not happy, having spent a lot of money on a pram believing I was buying from a reputable brand I have been left highly disappointed.

I'm really disappointed in the level of customer service. I wouldn't purchase from Nuna again or recommend.

I have been trying to purchase replacement wheels for my nuna triv stroller for 2 months now. In the US (where i purchased the stroller) I was told that the wheels are out of stock till September. I called again to pre-order and that wasn't possible. I contacted Nuna from Switzerland where i relocated and was given a very short and unhelpful answer: to contact a local store. Local stores don't carry replacement wheels. I can't even find the darn rain cover for it and nobody seems to be willing to help. I am very disappointed with Nuna and I will advise my friends to avoid this brand.

I bought a brand new Nuna Triv Next, out of the box one of the wheels has an irritating squeak when rolled. It’s never left the living room, brand new. I contacted customer services who told me to go to wilko and buy some spray for it. When I said this answer isn’t acceptable this is their reply.

“Ideally we would like our products to require minimum attention whilst being in use, unfortunately as with all moving components maintenance is required.”

They completely ignored my question and apparently my new pushchair needs maintenance after travelling from the box to the soft carpet on the floor. Super disappointing from a premium brand.

Nuna is an excellent company and their customer service always goes above and beyond. As a city mum whose nuna triv seat broke just outside the warranty window they were more than happy to replace the seat even to a newer model free of charge and included spare parts. They also didn’t have to but replaced the rear wheels as a gesture of good will, as well as cleaning the brake system and front wheels. On top of all that I received my triv back within a few days. I was already in love with my nuna and have been using it for the past 2 years but after this amazing experience with customer service they definitely have a customer for life!!
Caroline was so lovely over the phone and walked me through all the steps and continued to send updates through emails, one to the nicest interactions I have ever had with any company and I couldn’t thank her enough.

I don’t know where to start.Thank you so much @Nuna_usa!!! I bought the Tavo and Pipa car seat travel system from Dillards. They only sent the stroller and never sent the car seat “it got lost in transition”. They didn’t want to make it right. Nuna went out of their way to make it right whenever they didn’t have to since I bought it from dillards and not them. But Melissa and her team went beyond and made it right they sent a new car seat and stroller and made the process so easy. I’m only 28 but out of my 10 years of experience with customer service I’ll say this is the best customer service I’ve received from any company and will buy from Nuna directly from here on out. Thanks again!!

Excellent communication and wonderful care and customer service.
Lisa is the best!

The nuna zaaz high chair is at the higher end of the price points for high chairs and advertised as able to be used for many years. Whilst it is indeed a lovely product please do not buy if you’re intending this purchase for more than 1 child as the armbar is quite a flimsy plastic and when mine snapped I was simply told a replacement will not be possible as production changes mean there’s no part for an older model.
As there is no other way to get replacements I am now left with an expensive armchair which is no longer able to be used.
This is incredibly disappointing- please do not purchase this product if you intend to use it for more than one child

One of the buggy attachments went missing - reached out to Nuna support and they kindly offered to send one out free of charge. This level of service is on par with that of John Lewis so has to be commended and certainly an effective way to build brand loyalty. Props to Caroline from support for being so helpful!

Nuna were extremely helpful and accommodating to a query we had recently with a stroller seat, I dealt with Emily to resolve it and she was brilliant.

We had an issue with an old model they no longer stocked, once I sent some photos over to them they exchanged it free of charge within a week. We didn’t have to pay for the collection of the old model or delivery of the new item. Considering we brought the original item over 2 years ago they did not hesitate to replace it with their new range.

Absolutely fantastic service!