I looked at the reviews for CuddleCo before placing an order and decided to risk it. I have to say I had no issues with my order and the products I purchased were of good quality and would have no iss... Ver más
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Consulta las opiniones de los clientes
Bought a cot for our daughter. The base didn't fit and made the sides wedge out. Spent an hour sending different photos to the ai agent who kept asking the same questions, now its two days later and s... Ver más
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If I could give this company 0 stars I would. My Clara cotbed arrived with pieces missing. I have contacted customer services over 10 times in the past month and had no response. My baby has outgrown... Ver más
La empresa ha respondido
I ordered an 'Etta chair' from the website and it arrived with no screws to fit the legs. Have attempted to contact them but so far no luck and judging by the other reviews I may need to return it and... Ver más
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Información sobre la empresa
Escrito por la empresa
At CuddleCo, we design nursery furniture and baby essentials combining safety, comfort, and practicality to support everyday family life. From the first nights through to the toddler years and beyond, our collections are created to grow with your child while fitting effortlessly into your home. Based in Manchester, UK, we are a dedicated team of designers, product specialists and parents. Our experience shapes everything we create, from cot beds and nursery furniture sets to playroom furniture and baby accessories, helping families feel confident from day one.
Información de contacto
2 Brindley Road, M16 9HQ, Manchester, Reino Unido
- customerservice@cuddleco.co.uk
- cuddleco.co.uk
2,2
Malo
216 opiniones
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My little boys bed side table arrive…
My little boys bed side table arrive and i assembled it. I already wasn't happy with the quality, you can tell even just after opening the box what a shoddy operation is being run in this company. Nevertheless i built the bed side table and lo and behold its damaged, scuffs and Marks all over it. Unfortunately, but luckily for cuddleco, this review will not allow me to add the picture. I will however make sure that it is displayed on social media for all to see. I am in quite a few baby and mum groups and this company has been mentioned a lot, mainly for the bad! Now I have my own experience i can call on more people to avoid this disastrous company.
I've since read trustpilot and realised that i should have stayed miles away from cuddleco and whatever this is
18 de septiembre de 2026
Opinión espontánea
I looked at the reviews for CuddleCo…
I looked at the reviews for CuddleCo before placing an order and decided to risk it. I have to say I had no issues with my order and the products I purchased were of good quality and would have no issues ordering again. I don’t normally leave reviews but felt obliged as I saw a lot of negative comments before I ordered.
8 de septiembre de 2026
Opinión espontánea
Absolutely do not buy from this company
Absolutely do not buy from this company. I bought a cotbed mattress via Boots.com and within a few days it already had a dent where my 4 month old baby has slept. Their customer service email is an AI bot that goes round and round in circles that don't get anything resolved. Avoid avoid avoid!
14 de septiembre de 2026
Opinión espontánea
Respuesta de CuddleCo
Hi,
We’re sorry to hear about your experience with your mattress, and understand your concern.
We take concerns regarding our mattresses and their suitability very seriously. We’re also sorry that your experience trying to contact us was frustrating and that you felt you were going around in circles. Our Customer Service team has been working to improve the way our AI support connects with our human team, so that concerns like this can be escalated more quickly when they require further investigation.
We’re sorry that we haven’t provided the level of support you expected and appreciate you bringing your experience to our attention.
Kind regards,
CuddleCo
I ordered an 'Etta chair' from the…
I ordered an 'Etta chair' from the website and it arrived with no screws to fit the legs. Have attempted to contact them but so far no luck and judging by the other reviews I may need to return it and forget it
8 de septiembre de 2026
Opinión espontánea
Respuesta de CuddleCo
Hi
We’re sorry to see your review and for any frustration caused. We’ve looked into the order and it looks like when you contacted us initially it was to return the chair, which looks like was arranged back in June, if that's not the case then please get back in touch.
We’re also sorry to hear that you felt you weren’t able to get the support you needed from our team.
We’re sorry the Etta chair wasn’t suitable for you and appreciate you taking the time to share your feedback.
Kind regards,
CuddleCo
AVOID
If I could give this company 0 stars I would. My Clara cotbed arrived with pieces missing. I have contacted customer services over 10 times in the past month and had no response. My baby has outgrown their next to me crib, so I have had to purchase ANOTHER cot from Tutti Bambini (brilliant service from them!) and I am out of pocket £399 with a Clara cot not safe to use for my baby!!!!! Disgraceful
10 de agosto de 2026
Opinión espontánea
Respuesta de CuddleCo
Hi
We’re very sorry to hear about your experience with your Clara cotbed, and we completely understand how frustrating this must have been.
We’re especially sorry that you’ve contacted us so many times over the past month without receiving the response you should have. Our Customer Service team has been short staffed recently, which has unfortunately resulted in longer response times than we would normally expect. However, we appreciate that this does not make the situation any less frustrating, particularly when you’ve been left without a cot and have had to purchase another one.
We take concerns regarding missing components and the safe assembly of our nursery furniture very seriously. We’re sorry that we haven’t provided the support and communication you needed and understand your disappointment with the experience.
We sincerely apologise for the inconvenience and frustration caused, and please do reach out if this hasn't already been resolved.
Kind regards,
CuddleCo
Disgusting customer service and zero accountability for faulty products
I am incredibly frustrated with the terrible quality control and non-existent customer service from CuddleCo. I ordered a Clara wardrobe manufactured and fulfilled by them via Boots for £360 and it has arrived completely unfit for purpose.
The structural holes have been drilled in the entirely wrong places, making it physically impossible to assemble the furniture safely. Especially considering it’s nursery furniture. This isn't a minor cosmetic issue—it is a major manufacturing defect.
I have reached out to CuddleCo multiple times to report the fault and request a return and refund. They stonewall with a Ai automation system called “Clara” who promises delivery of parts that don’t come to fruition. I then asked to escalate and got a fresh new email by an human asking me to explain the whole thing again and a portal to log the issue on and an insulting email saying how much they value customers. If they “value customers so much” why didn’t Ai send the link to the portal immediately? They have completely ignored my claim on the portal since and further emails. Their phone line endlessly rings.
They have zero accountability for their faulty products. I now have a flatpack wardrobe taking over my living room as we don’t have a garage to store the mess.
I have now been forced to escalate this to my credit card provider for a Section 75 legal claim due to breach of contract. Avoid this company if you expect reliable furniture or basic customer care.
28 de agosto de 2026
Opinión espontánea
Respuesta de CuddleCo
Hi
We’re very sorry for the experience you’ve had with your Clara wardrobe and completely understand your frustration.
We take concerns regarding the quality and safe assembly of our nursery furniture very seriously. We’re also sorry that your attempts to get help have involved so much back-and-forth, including having to explain the issue again when your query was escalated from our AI support to a member of the team. This is not the experience we want for our customers, and we understand how frustrating it must have been to then receive further delays in progressing your claim.
Our Customer Service team has experienced a high volume of queries recently, which has affected response times. However, we appreciate that this does not make the situation any less frustrating, particularly when you have a large item taking up space in your home.
We’re sorry that we have fallen short in the experience and the communication you’ve received. We take your feedback seriously and are continuing to work on improving both our product processes and the way our AI and human customer service teams work together.
Kind regards,
CuddleCo
I contacted CuddleCo as I had lost a…
I contacted CuddleCo as I had lost a tool to turn our cot into the bed. I spoke with a very helpful Emily who organised a replacement for me. Thank you so much. We absolutely love our 3 piece Clara furniture.
9 de septiembre de 2026
Opinión espontánea
Respuesta de CuddleCo
Hi
Thank you so much for your lovely review! We’re delighted to hear that Emily was able to help arrange a replacement for you and made the process nice and easy.
It’s wonderful to hear that you absolutely love your Clara 3-piece furniture set — we hope it continues to be enjoyed as your little one grows and the cot becomes a bed.
We’ll be sure to pass your kind words on to Emily.
Kind regards,
CuddleCo
Will not process refund even though full furniture set out of stock.
Placed an order for a bedroom furniture set. Over a week went by and no contact from delivery company even though should be delivered within 2 weeks. Contacted cuddle co and they don’t even have the furniture set in stock. Offered full refund or send it out in white. Asked for a full refund and nearly 2 weeks later going back and forth and still not processed refund. Awful customer service, getting absolutely no where with them and they still have our money so unable to purchase from else where. I would completely avoid this company if you want to avoid a stressful situation and a loss of money.
7 de septiembre de 2026
Opinión espontánea
Respuesta de CuddleCo
Hi
We’re sorry for the frustration caused with your order. Unfortunately, there was a stock discrepancy with the furniture set you ordered, and we apologise that this wasn’t identified before your order was placed and wasn't communicated to you sooner.
We understand that, having been offered the choice of an alternative colour or a full refund, you chose to receive your money back. We’re sorry that this has then taken longer than it should to process and that you’ve had to go back and forth with our team to get an update.
Our Customer Service team have been a little short staffed recently, which has unfortunately affected response and processing times. While we appreciate this is the reason for the delay, we understand that this doesn’t make the situation any less frustrating, particularly when you are waiting for funds to purchase the furniture elsewhere.
We sincerely apologise for the inconvenience and for the service you’ve received, we hope this is now resolved.
Kind regards,
CuddleCo
1 star
1 star
Extremely disappointed with both the product and the way this has been handled.
We reported serious faults with our Junior Jones travel system on 19 April 2026, including a brake fault and a fault with the frame collapsing mechanism.
This is a baby product that should be safe, reliable and built to a very high standard. Instead, we ended up with a travel system that was ultimately described as “potentially unsafe”.
A full refund was agreed in May.
Nearly five months later, the faulty travel system is still sitting at our home.
The return process has involved repeated delays, failed collection arrangements, long waits for suitable packaging and constant back-and-forth between the retailer and CuddleCo.
At one stage we waited weeks simply for suitable boxes to be sourced and sent.
When I contacted CuddleCo directly, the packaging was finally dispatched very quickly, which showed that the matter could move when somebody actually took ownership of it.
Unfortunately, even after that, there has still been no complete resolution.
I am pregnant and have repeatedly explained that I am not physically comfortable dismantling, lifting and manoeuvring an entire travel system into multiple boxes myself.
Despite the product being considered potentially unsafe, the practical burden of getting it ready for collection has continued to fall back onto us.
The complete travel system is available for return. The packaging is here. We have never refused to return it.
Yet nearly five months after first reporting the faults, we are still dealing with it.
This has become stressful, exhausting and completely unacceptable.
For a company manufacturing baby products, I would expect both the product quality and the aftercare when something goes seriously wrong to be far better than this.
The fact that a product involving both a brake fault and frame issue can lead to months of delays before a refund is completed has completely destroyed my confidence in the Junior Jones brand.
I would not buy another Junior Jones product.
19 de abril de 2026
Opinión espontánea
1* because I can’t give 0
1* because I can’t give 0. Absolutely terrible customer service I have been trying to contact them for over a week and I just get automated email responses and calls ring through to voicemail. Save yourself the hassle and order from somewhere else
30 de agosto de 2026
Opinión espontánea
Respuesta de CuddleCo
Hi
We’re sorry to hear about your experience and that you’ve been trying to get in touch with us without receiving the support you expected.
Our Customer Service team has experienced a higher level of demand recently, which has unfortunately resulted in some customers experiencing longer response times than we would normally expect. We’re also sorry that your attempts to contact us have resulted in automated responses or gone through to voicemail.
Unfortunately, we’re unable to identify your order from the information provided in this review, so we’re unable to look into what has happened.
We’re sorry again that we’ve fallen short of the level of service you should expect from CuddleCo and hope that your query has now been resolved, if not please respond here and we can look into this for you.
Kind regards,
CuddleCo
Bad and wrong mattress. Awful communication.
The mattress I received wasn't the correct size to what the website said. It was so soft and not supportive at all, the mattress has a divot where my baby was lying and couldn't roll over making it unsafe for her. I contacted the company and no response.
21 de agosto de 2026
Opinión espontánea
Respuesta de CuddleCo
Hi,
We’re sorry to hear about your experience and understand your concerns regarding the mattress you received. We take feedback around our products very seriously.
We’re also sorry that you haven’t received a response to your query, responses have been taking a little longer than we would normally expect. We appreciate how frustrating this must be, particularly when you’ve contacted us with an important concern.
We’re unable to identify your order from the information provided in this review. If you could reply to your existing correspondence, or update your review with your order details, we’ll be able to locate this and look into it further.
We’re sorry again for the frustration caused and for the delay in responding.
Kind regards,
CuddleCo
Terrible Customer service
Ordered an item and paid for it, was told that the delivery company would be in touch to arrange a date. Heard nothing so contacted them, only to be told that there was a stock discrepancy, and my order hadn't been dispatched, because they didn't actually have it in stock. It took me to contact them for this to be discovered.
I was offered a refund, which I accepted, only to then be told that the order was processed too far and couldn't be refunded. I would have to wait for the item to return to stock, and then reject the delivery if I wanted a refund. I was then passed onto the customer care team, and was told that they would be in touch in 3-7 workings days.
So as things stand, they have my money, they don't have my 3 piece furniture set, and nobody can tell me what happens next.
Terrible.
*Edit in response
Quote from customer service after accepting refund that was originally ofered.
"I’m sorry — because our fulfilment process begins immediately, your order is already too far along and cannot be cancelled.
You will receive a tracking email as soon as the order is dispatched so you can monitor delivery.
If you no longer want the order, please refuse the delivery when it arrives. After refusing the delivery, email us to confirm the refusal and we will arrange a refund promptly."
3 de septiembre de 2026
Opinión espontánea
Respuesta de CuddleCo
Hi,
We’re sorry for the frustration caused with your order. Unfortunately, there was a stock discrepancy which meant that the colour you originally ordered was not available, and apologise that this was not identified and communicated to you sooner.
We understand your frustration at having to contact us to find out what was happening, it did take us longer than it should to identify the issue regarding the set you'd ordered. We’d also like to clarify that a refund was available for your order, however before processing this, I believe our team wanted to check whether you would prefer to change your order to the alternative colour that is still in stock.
We’re sorry that this was not communicated clearly and that the process left you feeling that you were being passed from one team to another without a clear resolution.
Kind regards,
CuddleCo
Faulty dangerous cot and no support
Bought a cot for our daughter. The base didn't fit and made the sides wedge out. Spent an hour sending different photos to the ai agent who kept asking the same questions, now its two days later and still haven't been contacted by a person. Terrible experience and unsafe for children. Avoid!
1 de septiembre de 2026
Opinión espontánea
Respuesta de CuddleCo
Hi,
We’re sorry for the experience you’ve had, and we completely understand your concern when you found that the cot would not assemble correctly.
The cot you purchased was an item made from solid wood. Unfortunately, it appears that the wood has moved slightly over time while in our warehouse, which has affected some components meaning it can't be assembled as intended. We take this very seriously and would never expect a cot to be used if it cannot be securely assembled.
Unfortunately, we no longer have stock of this particular clearance cot to provide a replacement, so we have arranged a full refund of your order. We’re very sorry that we weren’t able to offer an alternative replacement.
We’re also sorry for the experience you had when trying to get help, and apologise that it took longer than it should have for your issue to be reviewed.
Kind regards,
CuddleCo
Delay and terrible customer service
I would strongly advise against ordering from CuddleCo based on our experience.
We placed our order back in June and, despite repeated delays, we still have not received it. Communication has been extremely poor throughout. Their phone regularly rings out, and we are repeatedly forced to chase for updates by email. When we do receive a response, it is often at the last minute, only to be told yet again that our order has been delayed.
What makes this even more frustrating is that CuddleCo continues to heavily advertise the same furniture on Instagram while apparently being unable to fulfil existing orders. Customers are left waiting with little meaningful communication or certainty about when their items will actually arrive.
This is nursery furniture, not a non-essential purchase. CuddleCo should understand that customers often have urgent deadlines and need these items in place before the arrival of a baby. The repeated delays, lack of proactive communication and difficulty contacting customer service have caused unnecessary stress and frustration.
We are extremely disappointed with the service and would not recommend ordering from CuddleCo unless you are prepared for potentially significant delays and having to repeatedly chase for information yourself.
28 de agosto de 2026
Opinión espontánea
Respuesta de CuddleCo
Hi
We’re sorry for the frustration caused by the delay to your order. We completely understand how disappointing it is when you’re expecting your order by the date originally provided.
Your order was placed as a pre-order, and unfortunately there have been further delays to the original estimated date due to circumstances outside of our control. We appreciate that, regardless of the reason, this is still frustrating when you’re waiting for your order.
We have been working to keep customers informed as and when we’ve received updates regarding these delays, and we’re sorry if the communication has not felt as timely or helpful as you would have expected.
Thank you for your patience and understanding while we work to get your order to you as soon as possible.
Kind regards,
CuddleCo
I had a very disappointing experience…
I had a very disappointing experience with their customer service. I purchased a changing table, and unfortunately, some of the parts arrived damaged.
I contacted customer service to arrange a return, but it has now been around two weeks and the issue is still not fully resolved. There has been a lot of back-and-forth by email, and after each response, communication seems to stop unless I follow up again. I have had to chase them repeatedly just to get things moving.
What should have been a straightforward return of a damaged item has turned into a very frustrating and unnecessarily time-consuming process. I expected much better customer service, especially considering the item arrived damaged in the first place.
Unfortunately, based on my experience so far, I would not recommend their customer service.
28 de agosto de 2026
Opinión espontánea
Respuesta de CuddleCo
Hi,
We’re sorry for the experience you’ve had with your damaged changing table. We understand how frustrating it is to receive an item with damaged parts and then have to spend the following weeks chasing for a resolution.
Due to some unforeseen circumstances responses to customer queries have taken longer than we would normally hope / expect. We’re sorry that this has affected your case and, in particular, that you’ve had to repeatedly follow up with us to keep things moving.
We sincerely apologise for the inconvenience caused and for the level of communication you’ve received. We’re hoping response times will be back to normal soon and appreciate your patience while we work through the current backlog.
Kind regards,
CuddleCo
Very poor customer service
Nice good quality furniture, easy to put together, really clear instructions. However, we got sent two of the same part for the wardrobe and we are still waiting on the correct part to be delivered. Absolute nightmare trying to get hold of anyone, every time I've tried to use live chat it says that no one is available, auto reply emails states its a 24/7 live chat??!!
Last I heard from them on 3rd August they said it'll take them 72 hours to pick and then 2-5 days to deliver, still nothing received on 27th August. Every time you email you just get AI response back, so frustrating 😣
27 de agosto de 2026
Opinión espontánea
Respuesta de CuddleCo
Hi,
Thanks for taking the time to share your feedback. We’re really pleased to hear that you’re happy with the quality of the furniture and found the instructions clear and easy to follow.
We’re very sorry, however, that you received two of the same wardrobe parts and have been waiting so long for the correct one. Having reviewed your order, we can see that the replacement part was sent on 3 August, but we understand from your recent contact with us that it has still not been received.
We’re sorry for the frustration this has caused, particularly given the time you’ve already spent trying to get this resolved. We can see that you contacted our customer service team again recently, and that you have not yet received a response. We will ensure this is followed up so we can establish what has happened with the replacement part.
We also apologise for the difficulties you’ve had trying to contact us and appreciate that the communication throughout this process has not been as we would expect.
Kind regards,
CuddleCo
Terrible customer service
Terrible customer service. Do not use this company no matter how nice you think the furniture looks. Base of our cot was missing fixing holes, and it’s taken the entire summer holidays of chasing and we’re still without the replacement. Now we’ll have to go out of our way to make sure someone is home to take the delivery, if it ever comes, which we don’t now whether it will as we’ve not had a single response since being told a replacement was being sent 2 weeks ago. Order number C53271
27 de agosto de 2026
Opinión espontánea
Respuesta de CuddleCo
Hi,
We’re sorry to hear about your experience with us so far.
Unfortunately, we haven’t been able to identify your order from the information provided in this review, so we’re unable to confirm the current status of the replacement. We understand from your review that you have already been in contact with our customer care team, and we’d really like to make sure this is followed up appropriately.
If you could update your review with your order number, or contact us at customerservice@cuddleco.co.uk quoting your Trustpilot review, we’ll be able to locate your order and look into this further.
We sincerely apologise for the frustration and inconvenience caused.
Kind regards,
CuddleCo
I ordered a mattress and it’s been 2…
I ordered a mattress and it’s been 2 weeks, it says on the website 4 days to deliver. And I haven’t received anything, they don’t reply to emails or any socials. I needed it for my newborn who is arriving at the end of this month. I’m gonna have to call my bank. So disappointed
13 de agosto de 2026
Opinión espontánea
Respuesta de CuddleCo
Hi,
We’re sorry to hear about the delay with your mattress and understand how disappointing this was, particularly with your newborn due soon.
Having reviewed the order, it appears the original parcel was unfortunately lost in transit with our courier. It looks like you have been in touch with our customer care team and looks like they arranged for a replacement mattress to be sent on a next-day service, so we expect this to reach you early next week.
We apologise again for the inconvenience caused and for the delay in getting your order to you. We hope the replacement arrives safely and that everything is ready for your new arrival.
Kind regards,
CuddleCo
Cuddleco dont stand by there warranty
Placed an order for a 2 piece nursery furniture set (cott bed and dresser) took over a week for delivery after paying for express i thought was unacceptable,contacted customer service with the week wait time and no reply till 3 days later what looked to be a generic reply, furniture set comes with 5 year warranty, side panel on dresser had burst after some time clearly a manufacturing delfault as dresser had never been moved since being built and only gets used 6 days over 6 weeks (single parent) same poor customer service as before taking days to reply if you do,and can not source a replacment part (so what good is a warranty ?) have mentioned about a replacment dresser but now waiting over a week for any reply. Avoid at all costs buy else where !!
21 de agosto de 2026
Opinión espontánea
Respuesta de CuddleCo
Hi,
We’re sorry to hear about your experience around the initial delivery of your product, we aren't currently able to offer an express service for our furniture deliveries but this should have been made clear to you at the point of purchase, and apologise if it wasn't.
We’re also sorry that you’ve also experienced delays in receiving responses from our customer service team. We appreciate that, particularly when you’re contacting us about a warranty issue, you want a quick and clear resolution, we are currently working on improving this process for customers because of similar feedback
We also take our product quality and warranties seriously and are sorry that we haven’t et provided the level of service you would expect. We appreciate your patience while our team works to resolve the issue with your dresser.
Kind regards,
CuddleCo
Lovely items
I ordered two wardrobes and a pregnancy cushion. The delivery company were brilliant. The issue is cuddle and co only sent one wardrobe not two. However I did contact through social media and after 3 working days they sorted out my order and sent a replacement and refunded delivery so I can’t complain at all. You have to be patient waiting for a response that’s my only negative.
20 de agosto de 2026
Opinión espontánea
Respuesta de CuddleCo
Hi,
Thanks so much for taking the time to share your experience with us.
We’re sorry that only one of the wardrobes arrived initially, but we’re glad to hear that our team was able to get this resolved for you and arrange delivery of the 2nd. We’re also glad to hear that you were happy with the delivery service and the gesture to refund the delivery charge.
We appreciate your patience while we looked into this, and your kind feedback means a lot to us.
Kind regards,
CuddleCo
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