I was looking for a replacement harness for my Mountain Buggy Nano in Canada and couldn’t find it anywhere—until I tried Snuggle Bugz! KRIS, the Customer Service Team Lead, was incredibly friendly and helpful on the phone. She went above and beyond by reaching out to the manufacturer directly to check availability. Thankfully, Mountain Buggy was also super kind and sent me a replacement for free! Excellent service all around—thank you, Kris and Snuggle Bugz!
Borderline scammed by SnuggleBugz, a company we loved and purchases a lot from. Ordered some pacifiers that my son needs urgently, so we paid $30 for expedited shipping. When we got the tracking number, it says it won't arrive till 1.5 weeks later. Called SnuggleBugz and they said the $30 is just for expediting their process to get the package out and it was mentioned in the order page, which was not very clear. So basically $30 for 1-2 days processing, $7 for 3-5 days processing, otherwise 5-7 days. What online retail store takes 7 days to process an order nowadays to begin with and expect us to be ok to pay $30 to get an in stock product 1.5 weeks later. It's as if they're taking $30 to process quicker (which their normal processing time doesn't even make sense), and pay the courrier the cheapest shipping method. We could've just got this item elsewhere and have it arrived much earlier. Very dissappointed in SnuggleBugz.
Nothing but good things to say about this company. Customer service has always been great - whether when picking up online orders from the Oakville warehouse, or when shopping at the Burlington store, as well as emailing with the Head Office for customer service. Always have had interactions with kind and patient associates. As other reviews have mentioned - the pick up area at the warehouse does involve having to go up a few grate-type of steps to ring a doorbell and then go inside a little waiting area. It’s not very accessible if someone has accessibility challenges/ would not allow for a wheelchair or a stroller to go up there. However, it’s always worked fine for me while holding my child in my arms.
Horrible experience with my baby registry with this company!!! Nothing but problems and horrible customer service. -Products were overpriced, out of stock, or not available making it challenging to even pick 25 items. -Our stroller gifted from our registry was delivered with 1 hour notice from a random phone number, the driver said if we couldn’t come home and sign for it we would have to go pick it up at his house or we wouldn’t get it because it had to be signed for and there was no warehouse for it to be returned to! -Then I spent $400 on a breast pump and they didn’t even count it as purchased on my registry until I emailed them. -We went out of our way to use this company solely because of the perks and spent over $1500 but I never got anything because you have to email them to claim your giftcards and apparently I was 1.5months too late “closing” my registry. They offered a 10% discount code. No email was sent to remind me or to indicate the registry would expire. They clearly are hoping new moms are too busy and forget to follow up. Won’t be shopping there again or recommend to any friends. Wish I had believed all the bad reviews and only used Amazon as my registry.
Excellent shopping experience!! Mandie offered incredible customer service and the Snuggle Bugz team went above and beyond in every step of the process. Their website is very easy to navigate, and their staff at all levels are friendly and eager to please. I opted to pick up my order at their warehouse because it had the most convenient hours (open until 9) and the entire process was seamless and the gentleman who gave me my order was prompt and very helpful. Their customer service and care after purchase was a nice surprise. It was refreshing to talk to an actual person who was available to help in any way and answer all of my questions. After experiencing their product quality/service for myself I can’t think of a single complaint. I would definitely recommend Snuggle Bugz to anyone looking for the perfect baby shower gift!
We had a terrible experience ordering from snugglebugz Black Friday uppababy sale. We wait up until midnight only to have our purchase cancelled, three times, with no explanation. By the time we received a response, we had already missed out on the sale and the stroller was sold out. Customer service (Nana) was nice but not helpful at all, offering no resolution, or comfort that snugglebugz has customers’ backs. This stroller was supposed to be a gift from my parents and apparently this wasn’t allowed - our email was flagged because the card info and shipping info didn’t match. I have never experienced this with any other company - my parents have done this on numerous occasions, as we have a little one on the way. How are people supposed to buy large presents for others if they live in different cities or countries?! We then tried our card with our shipping information, but because of the first attempt we were already flagged (so we were told) and thus blocked from making the purchase. Customer service’s response was basically “too bad”. This is clearly a Snugglebugz system issue that has now cost our family $500. It was a huge waste of time and customer service clearly doesn’t care about the customer experience or about first time parents who could have been lifetime repeat customers. We should have just gone to west coast kids for the sale, but wasted too much time with snugglebugz and missed that one too.
Extremely disappointed in the lack of care and customer service to say the least. For a company that prides itself as ‘Canada’s Number 1 baby store’. In short… I ordered a Uppababy Vista V2 stroller on June 10th, didn’t receive it until June 17th. You offered same day shipping which is why I ordered from your store. However the stroller had to get shipped out 3x. After numerous phone calls as it was anticipated everyday and I was guaranteed it would come by a senior advisor and it still didn’t. In your policy-it states that if there is any problems with shipping that you will contact me, I was never contacted I was always the one contacting you. I was understanding and gave you the opportunity to rectify the issue. Even though you only offered me $25 and 10% off at your store. After spending hours on the phone with your company. I didn’t think that was much for all that I had gone through. But I let it be As I just didn’t have the time or the effort two escalate this any further….. When I finally received my stroller I was so excited and relieved finally, I started unpacking and trying to assemble it right away. Only to find as soon as I opened the box there were scratches and dents on the stroller. I was so disappointed to say the least. I was going to even keep it because that is how desperate I was as I waited for a week for it. But after considering the fact of how much I spent on the stroller and it was supposed to be brand new in a box I reconsidered. I composed an email that morning and sent it before they even opened and sent them pictures. When they opened at 9 AM I called right away I didn’t get through until about 45 minutes later. I don’t know how that is possible I was the number ‘ 1 caller’ every single time I called. Since they don’t monitor their voicemail I had to call back several times. Finally my husband took over as I was so stressed out and angry. He got through only to be told yes we except returns on strollers, and we will send you a return label free of charge as soon as soon you provide us pictures which I already did. The agent looked at the email as I provided the pictures and said nothing besides yes we will gladly send you a return label for free like that is something that should even be a consideration. So clearly this item was returned and used and then re-sold to me for full price. This is unacceptable and I don’t want anybody else to have to go through what I did with your company. I will never shop with you ever again, and I will never recommend you to anybody that I come across, and I will share my experience to every single person that has a child because that’s how disgusted I am at your company. You have not reached out since I composed that email and sent it to you 2 weeks ago, I gave you the opportunity to maybe call and rectify it but you did nothing. You sent an email saying that you will refund my money in 7-10 business days, after it’s been already shipped on my end received on yours. Knowing the situation, that’s disgusting. I don’t need or want anything from your company just for people to know how awful your company really is.
Snuggle Bugz - Head Office is a Canadian Baby store based in Oakville, Ontario. Snuggle Bugz - Head Office is located at 2160 S Service Rd W, Oakville, ON L6L 5N1, Canada.
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