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We purchased a Nuna stroller because we expected premium quality and premium customer service.

Unfortunately, after only 4.5 months of normal use, the aluminium frame cracked at a welded joint.

The warranty claim was accepted and a replacement frame was sent. However, when we opened the box, the replacement frame was already scratched.

I reported the damage to Nordbaby on the very same day and attached photos immediately after unpacking.

After almost three weeks of waiting, the manufacturer replied that they believe the frame left the factory without scratches and offered to repair the original broken frame instead.

I do not believe that repairing a broken stroller frame is an acceptable solution for a product designed to carry an infant, especially for a premium brand.

I am sharing my experience so other parents can make an informed decision when choosing both a product and the after-sales service behind it.

We chose Nuna because we believed we were investing in premium products for our newborn daughter. Unfortunately, our experience when something went wrong fell far short of the reputation the brand projects.

Shortly after bringing our daughter home, we discovered that our MIXX bassinet’s sleep surface consistently caused her to roll toward one side. After reviewing the videos and measurements I submitted, Nuna approved a full warranty replacement. I appreciated that they reviewed the evidence and agreed the bassinet should be replaced.

The real disappointment was everything that followed.

The initial customer service interaction was poorly handled, a promised manager callback never occurred, and I spent hours documenting the issue, submitting additional evidence, and making repeated phone calls. The replacement was ultimately shipped via standard ground, but no one communicated that timeline until I called again. By then, I was told nothing could be done to expedite the shipment.

As a result, my wife and I were left scrambling for alternative sleeping arrangements during our newborn’s first week home while waiting for a replacement that Nuna had already determined should be sent.

I understand that manufacturing issues can happen. What separates premium brands is how they respond when they do. I expected proactive communication, urgency, and ownership. Instead, I received apologies but very little effort to make the situation right.

I hope Nuna uses this feedback to improve its customer service process, especially when a warranty claim involves a product intended for infant sleep.

Je suis tres mitigée.
La poussette à de bons points et beaucoup de choses et d'accessoires sont bien pensé. Elle est confortable.
Le cosy par contre pour un nouveau-né le menton va basculer vers l'avant. Alors chers parents surveiller vraiment votre bebe de près qu'il ne puisse plus respirer. Et je trouve aussi que la base isofix n'est pas si fixe que ça et bouge alors en cas de choc ...je ne suis pas sûr que ce soit le mieux des isofix. Enfin un point tres tres regrettable. Tout le tissu noir des accessoires appui tête notamment décolore !!! Oui cest regrettable on se retrouve avec des accessoires ergonomiques moches juste parce que la teinture ou le choix du textile n'est pas bien réfléchi.. regrettable oui ai prix de tout cela. Il ne faut pas s'étonner que les consommateurs iront vers d'autres marque surtout avec un SAV qui ne bouge pas.

Bonjour,

Je suis très déçu par la façon dont mon dossier est traité.

J’ai dépensé près de 2 000 € pour acheter une poussette, un cosy, une base Isofix et un siège auto. J’ai choisi la poussette nuna en raison de la réputation de votre marque et de la qualité que vous mettez en avant.

Pourtant, moins d’un an après l’achat, le tissu de la poussette est déjà abîmé. Il ne s’agit pas d’une usure normale, mais d’un véritable défaut du tissu. Malgré cela, votre SAV refuse toute prise en charge, ce que je trouve incompréhensible.

Quand on investit une telle somme dans des produits haut de gamme, on s’attend à une qualité irréprochable et à un service après-vente à la hauteur. Aujourd’hui, ce n’est malheureusement pas le cas.

cette expérience est très décevante et ne reflète pas l’image que j’avais de votre marque.

Really terrible customer service. My curv base does not allow the car seat to spin despite having a very large car. Nuna asked for a six point interrogation/ evidence including videos and photos to prove the problem and even once provided have come back with more questions. They know it’s a common problem as they make foam wedges for this specific issue. They can’t be expensive to manufacture and it’s not like I could sell them or use them for anything else. I’m obviously asking for them to resolve a genuine problem with their product. It feels like they’re hoping I’ll be too exhausted by being run around to keep asking for them so they don’t have to send them out.

Haven't had the baby yet so am yet to use the kit. But I had to contact customer services to order a spare part the other day and the lady I spoke to on the phone was super helpful, friendly, informative and quick! I had my query answered immediately and spare parts ordered within a few hours. Super impressed with Nuna customer service

PLEASE DO NOT CONSIDER THIS COMPANY FOR CONCIERGE CUSTOMER SERVICE NOR QUALITY!! Absolutely horrible experience with a widely known “luxury” brand. We purchased a Edgehill Collection Nuna Pipa & Urban stroller & car seat collection from our local Dillards storefront. The product was labeled on the packaging that it could not be returned to the store if defective. Upon opening, the sill plate was damaged. We contacted Nuna and first spoke to a representative named Jamie. When she answered our customer service call, we explained the issue and she advised us to send pictures of the receipt, damage on the stroller, and serial number label on the stroller. She completely rushed the conversation claiming she had to end the call to attend a meeting. After less than one minute, I sent the photos to Jamie. Jamie said they would evaluate my claim and could not give me a resolution at that time. I responded this was unacceptable and requested a supervisor. Lea then took the call and I explained the situation. She offered me a $25 cup holder as compensation and said that Nuna is a luxury brand and they did not offer additional compensation for damaged goods. She stated that a replacement “frame” was back ordered (when I could go back to Dillards and buy 3 more complete strollers) for several weeks. In lieu of waiting, I spoke to the manager at Dillards and requested he exchange the stroller for a new stroller. He agreed. The new stroller had damage on the handle. After several weeks of waiting the new “frame” arrived. Please note, if you run into a similar problem and are not handy, you will have to completely disassemble the stroller including but not limited to the seatbelt straps, the lower basket, the seatbelt cushions, etc. For your own sanity, buy Peg Perego or other quality strollers. PLEASE DO NOT CONSIDER THIS COMPANY FOR CONCIERGE CUSTOMER SERVICE NOR QUALITY!!

Abbiamo acquistato il trio Nuna: la navicella Cari Next, l’ovetto Arra Flex e il passeggino.
Purtroppo, la nostra esperienza è stata molto deludente. Il tessuto dell’ovetto si è rovinato praticamente subito. Come soluzione ci è stato inviato un ricambio di un altro colore, sostenendo che il nostro fosse fuori produzione.
Anche le ruote anteriori presentano problemi: sono rumorose, come se il passeggino fosse utilizzato da anni, nonostante lo usiamo soltanto da gennaio. Inoltre, il passeggino presentava già un difetto alla cerniera.
L’aspetto più grave, però, riguarda proprio la struttura del passeggino, che risulta altamente scomoda. Le prese d’aria laterali della cappotta permettono l’ingresso diretto dei raggi solari, che finiscono puntualmente per svegliare la bambina. I ganci delle spalline si trovano esattamente sotto la testa, costringendola ad appoggiarsi direttamente su di essi. Inoltre, la cappotta è troppo corta e non protegge adeguatamente dal sole, a differenza di altri passeggini di marche concorrenti.
Nel complesso, ci siamo profondamente pentiti dell’acquisto: per noi è stato un vero flop totale.

L'un des pires services clients auquel j'ai eu affaire ! Pas de numéro de téléphone pour les joindre, seulement un système de ticket où vous n'avez le droit qu'à un seul retour avant que le ticket soit fermé.

J'ai dû donc ouvrir de multiples tickets avec à chaque fois un interlocuteur différent qui me donnait une réponse différente...
Cela fait maintenant un mois, on m'a dit que je devrais recevoir la pièce manquante à mon colis, et je n'ai toujours aucune nouvelle malgré mes multiples relances. Je vais donc devoir la racheter moi-même. Une honte !

Au vu du prix élevé des produits NUNA, je m'attendais vraiment à mieux. Passez par un site revendeur plutôt que directement par le site NUNA ! Ou carrément par une autre marque.

Seul point positif : ils sont très réactifs sur les réseaux sociaux.

Nous avons commandé une poussette nuna travel avant la naissance de notre enfant, outre le fait qu'elle a été livré avec du retard. 14 mois plus tard, l'assise de la poussette s'est cassée en conditions d'usage normal. Elle a beau être sous garantie, le SAV n'a rien voulu savoir et souhaitait nous faire payer 180 euros pour la réparer.

Very quick response that answered my query completely in the first response. Very impressed with the service.

AVOID!! Bought the Nuna Aace lx car seat for my son less than a year old the back of the car seat/headrest has broken off and the only thing holding it together is glue! Completely unsafe and I’ve been told this is normal that glue is used but in all the car seats I’ve had I’ve never heard such nonsense. For over £200 it’s disgusting.

Nuna PIPA RX Car Seat & Base is defective. It produces extremely loud rattling and shaking noises at any speed and on any type of road, even when installed exactly according to the manual.

I bought it from Nordstrom (Order #1025058814, Feb 2 2026). Contacted Nuna support first — zero help. Then contacted Nordstrom, they refused return/replacement because “the box was opened”. Of course the box had to be opened to install and test the seat!

This is a serious safety distraction while driving with a child. I have video proof. Nordstrom and Nuna both failed. Do not buy Nuna.

purchased a Nuna TRIV next directly from their website, but the after-sales experience has been a disgrace. I need a replacement bumper bar, an integral part of the stroller's original design and safety specifications. Without it, the product is incomplete and does not meet the safety standards it was engineered and sold with.
Nuna DE Support Team confirmed the part is IN STOCK in their warehouse but refused to ship it to me directly. They claimed providing spare parts is a "voluntary service" by retailers—effectively leaving my child's safety to the whim of third-party shops.
To make matters worse, I followed their advice and contacted their suggested retailer, Baby Kochs in Düsseldorf. They initially confirmed they could order it, but after that, they went completely silent and stopped responding to all my emails.
I am now stuck in a loop of silence between Nuna and their retailers, with an incomplete and unsafe stroller that I paid a premium price for. Nuna takes your money but fails to provide essential components that they literally have sitting in their warehouse. This is a total lack of accountability and a blatant disregard for child safety. Avoid Nuna if you expect any professional support or a safe, complete product.

**UPDATE
the bumper bar has arrived and the issue is finally resolved — but I want to be honest about how it got resolved.

Nuna's official customer service team was dismissive from the start. Their responses were cold, unhelpful, and at one point a senior representative told me the bumper bar was merely a "useful additional feature" this, for a part that ships with the product and keeps a child from falling forward. That response told me everything about how seriously they take customer concerns.

What actually worked was reaching out through Instagram. The social media team responded quickly, communicated clearly, and delivered on what they promised. No runaround, no excuses.

It says a lot when the people managing a brand's Instagram account show more ownership and care than the official customer care team. Nuna should take note.

Very disappointing experience with Nuna.
My Nuna TRIV Next stroller has a serious structural defect: a weld on the frame failed, making it unsafe to use. I provided photos, serial number, and even bank proof of purchase. Unfortunately, the original retailer is now permanently closed. Despite this, Nuna refused to help and kept redirecting me to other retailers, offering no real support or solution.
For a premium brand, this lack of responsibility on a safety issue is unacceptable.
I am left with an unsafe stroller and no assistance.

Die Kopfstütze löste sich nach nur knapp drei Jahren ohne Fremdeinwirkung – ein klarer Sicherheitsmangel. Nach langem Hin und Her wurde der Sitz zur kostenfreien Prüfung entgegengenommen, kam jedoch mit falschen Vorwürfen an uns zurück. Der Sitz war sehr pfleglich genutzt, der Stoffbezug keinesfalls Premium, und statt einer kulanten Lösung wurde er als „altersentsprechend abgenutzt“ bewertet. Mein Vertrauen in den Sitz und in Nuna ist verloren. Ich kann ihn nicht weiterempfehlen und suche eine Alternative.

Absolutely fantastic experience with Nuna Baby UK. The response time was incredibly fast, which made everything so much easier and stress-free. Team member Ella was super supportive throughout and took the time to explain everything clearly, making sure I felt confident and informed. You can really tell they care about their customers. Highly recommend!

I’m disappointed with Nuna and I regret buying Nuna mixx™ next + cari™ next generation travel system

Ending of last year when my girlfriend got pregnant, I bought a brand-new set of push chair. To receive our first newborn baby.

When we put the push chain, we were out of the country. We return back to the UK on Sunday 22nd March 2026

Well, we were out of the country we saw it has been delivered and left at our doorstep

Since we came back, we have asked our house neighbours and everyone next door neighbours and nobody said he has received it on behalf of us

My partner is four weeks to be due delivery of our baby boy

And it's very unfortunate as at this time I'm still not receive my push set that I bought from Nuna

I am a partner spent £1250 on the mixx™ next + cari™ next generation travel system

But we never received our order until date

My Order #NUKOP000175553

Cannot get hold of them. I have submitted two requests for contact forms on their website and still have heard nothing. We have spent over £1000 and they can’t even be bothered to reply. Useless. Interesting that apparently there is no evidence of these requests for contact, are they even stored.

If I could give 0 stars, I would. Initially loved this pram and bought the whole bundle. Within 11 months the front wheel broke and needed replacing. This took over a week to resolve, leaving me without a pram, which I use everyday.

Then three months later, the frame breaks and I am unable to use the pram again. I email the support team with all relevant information immediately. They take two days to respond. The back and forth is infuriating.

They don’t have any spare frames available, so I have to return the whole pram and wait to receive a new one. I call to say how wasteful this is as the seat is perfectly fine. They say I have to return the whole pram and receive a new one.

I package the faulty item and wait for it to be collected by DPD on Friday, they go to the wrong address somehow. The pram has to be collected on Monday. And they can only send out replacement once DPD has confirmed pick up.

I have been left without a pram for 10 days and the service has been shocking. Not only am I disappointed that the pram broke for a second time, but that the customer service team are unable to fulfil their part of the bargain and resolve the matter efficiently.

I have requested a call from a manager four times and each time I am either ignored by email or told that a manager isn’t available by phone.

Obviously Nuna prams are cheaply made and easy to replace. Did not expect this from them as the price point is so high.

Feel frustrated and like a nuisance to the customer service team as their phone manner with me seems to get more and more bored of my calls trying to resolve this.

Will not buy anything from Nuna again.