Originally ordered a product, only for Cybex to cancel the order. I emailed customer services, who replied quickly, but their only solution was to try again, by this time the product was out of stock... See more
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Review summary
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Reviews shaping this summary
The stroller has pros and cons as all do but my cons listed are probably expected for the size. I would not use this as my everyday stroller. Definitely great for travel especially in an ai... See more
Company replied
I’ve purchased all my car seats from Cybex, and honestly you get what you pay for. I wasn’t willing to risk going cheap on something so important. The seats are really easy to install, very comfortabl... See more
Company replied
We own multiple Cybex products revolving around e-Priam stroller. That includes a Cloud Z i-Size, Base Z, stroller umbrella, rain cover, Lux carry cot and more. Website and product naming are confusi... See more
Company replied
Company details
Written by the company
CYBEX offers car seats, baby carriers, kids furniture and strollers that are not only safe but perfectly adapt to urban lifestyles. At the core of the brand and its product developments stands the CYBEX D.S.F. Innovation Principle: the combination of unique Design, unsurpassed Safety and quality and intelligent Functionality. This three-pronged strategy has led not only to the development of award-winning pioneering car seats like the rear-facing Sirona but also to no less than fifteen Red Dot Design Awards. Always questioning the status quo and not afraid of challenging the establishment, CYBEX has become not just a leader in child safety but is seen as an innovative lifestyle and fashion brand. With its fresh approach, CYBEX designs products for parents while pushing the boundaries that often separate safety, design and function.
Contact info
Riedingerstrasse 18, 95448, Bayreuth, Germany
- +49 921 78511 9621
- cybex-online.com
3.1
Average
2k reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 98% of negative reviews
Typically replies within 48 hours
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Amazing service
Got amazing service in the store and clear instructions. Afterwards, I received all the products at home, and everything was very easy to assemble. For any questions, you can always turn to the store for help.
The products are excellent and easy to clean, safe, and very beautiful.
6 May 2025
Unprompted review
Reply from CYBEX Online Shop
Dear customer,
Thank you for your kind feedback. We are delighted to hear that you felt well supported throughout your shopping experience and that everything went smoothly from purchase to delivery. It is wonderful to know that our products bring you both peace of mind and joy in everyday use.
Your satisfaction is very important to us, and we truly appreciate your trust in CYBEX. We look forward to continuing to accompany you and your family in the future.
Kind regards,
Team CYBEX
dire product quality and service for a "premium" brand
Dire experience from any brand i have ever dealt with
i regret buying the cybex Sirona G seat, after 12 months, the spinning chair function has broken and had to be returned to them for a warranty review. they confirmed that it was damaged and would cover, however do not offer replacements, instead opting to fix it instead.
this company finds it acceptable that a parent of a small child can be without a working car seat for over 9 weeks.
despite going via the company i bought from and cybex directly, they dont care about customers or have any iota of common sense, instead sticking to basic pre -responses.
The whole point of a “premium” brand should be that you have protection in place when things go wrong.
dont waste your time, money on such a poor brand. go and buy the regular named brands that have uk based support, who really value their customers.
ill never recommend or buy Cybex ever again.
9 September 2025
Unprompted review
Reply from CYBEX Online Shop
Dear Mr Worden,
We are truly sorry to hear about your experience with the Sirona G i-Size and the inconvenience it has caused. We understand how difficult and frustrating it is to be without a working car seat, especially with a small child, and we deeply regret that the process took longer than expected.
We also understand how important it is to have a safe and reliable solution during this time. For safety reasons, CYBEX does not offer loaner car seats. Once a seat has been used, we can no longer guarantee that it meets our strict safety and performance standards — and we would never want to compromise on the protection your child deserves.
Please know that CYBEX offers a 3-year warranty on all our car seats. To ensure the most appropriate solution, each product must be thoroughly inspected by our child safety technicians. In your case, the damage was confirmed and covered under warranty, and a repair was chosen in line with current regulations, which allow manufacturers to select the most reasonable course of action.
Your feedback has been shared with our internal teams, and we truly appreciate you taking the time to express your concerns. We are sorry that your experience did not reflect the level of care we strive to provide.
Kind regards,
Team CYBEX
You guys never shipped it !!
7 September 2025
Unprompted review
Reply from CYBEX Online Shop
Dear Sebastian,
thank you for your message.
We investigated your order and can confirm that our courier partner made multiple delivery attempts. After the initial attempt was unsuccessful, a future delivery was requested, with the third and final attempt taking place on August 15. Unfortunately, no one was available to receive the package.
As a result, the order was rerouted back to our warehouse. Once it has been received, sorted and processed, a refund will be issued to your original form of payment.
Kind regards,
Team CYBEX
I am so disappointed by everything that…
I am so disappointed by everything that has happened with Cybex. I have been saving for this car seat and really wanted it!
First issue: they didn't put my apartment number on the shipping. I have proof from the confirmation emails they sent me that I wrote it on there. But they forgot to put it on so my packages kept getting delayed. Then I couldn't contact them because something is wrong with that too! I had to resort to all of their social media platforms just to reach them.
Then I got sent a stroller and not the car seat!!!
They had me send it back and repurchase the car seat again. But they refused to refund me after I sent the stroller back to them. It was their mistake and they will not refund me the $800 for the car seat and they made me buy the car seat again if I wanted it. So I am $1600 down the home right now hoping for a refund soon.
They did offer 15% off but that doesn't even help a bit since they won't give me the money back.
So I basically paid for two car seats and only have one.
I can't contact anybody and they won't help. It sucks that I always have to reach them through social media and put them on blast.
25 August 2025
Unprompted review
Reply from CYBEX Online Shop
Dear Mrs. Nolasco,
we are truly sorry to hear about your experience and the frustration it caused you. Please know that we escalated your case internally to ensure it was resolved appropriately. Your refund has now been processed, and our team will share further details with you via email.
We sincerely apologize once again for the inconvenience. If you have any additional questions or concerns, please don’t hesitate to reply directly to our latest email so we can assist you further.
Kind regards,
Team CYBEX
Placed order on 12th August yet still no item and awful customer service.
I placed an order for a child seat, with the understanding that delivery would take 5–7 days. However, the item never arrived and I initially assumed I may have missed the delivery.
I contacted their 'Customer Service' team and they informed me that they had no tracking information available for the item — something I had to proactively chase down myself.
To make matters worse, I was informed that I could not raise a complaint over the phone and would need to use WhatsApp instead. Over the past three days, I have reached out four times via WhatsApp before finally receiving a reply. I was then told that an investigation could take 4–6 weeks. This delay is entirely unacceptable. I have paid for a product that has not been delivered, and I am left without either a replacement or a refund.
This is not only frustrating and time-consuming (and as a Mum this is something I am very short of) but also reflects very poorly on your customer service. I have since looked at your Trustpilot reviews and can see that my experience is far from unique — this appears to be a recurring issue.
4 September 2025
Unprompted review
Reply from CYBEX Online Shop
Dear Kate,
Thank you for sharing your feedback. We are truly sorry to hear about the difficulties you have experienced with your order and the inconvenience this has caused you.
Please be assured that we immediately initiated an investigation as soon as you first contacted us on September 1st. Our team is working closely with our logistics partners, and we will continue to keep you updated throughout the process.
We completely understand your frustration and regret that your experience has not reflected the high standard of service we strive to deliver. Your case remains a top priority for us, and we are committed to resolving this matter for you as quickly as possible.
Thank you for your patience and understanding while we continue to work on a solution.
Kind regards,
Team CYBEX
Worse customer service ever!!!!
Worse customer service ever!!!!! Doesnt a manager read these reviews? seriously! Not knowledgable, takes forever to respond. Just sends videos, never try to understand the issue to solve in a different wag or shows empathy. Never explains what is the next step. This includes the whatsapp contact people as well as ones senda email.
25 August 2025
Unprompted review
Reply from CYBEX Online Shop
Dear Mrs. Ozen,
Thank you for taking the time to share your feedback. We are very sorry to hear that you were dissatisfied with your aftersales experience. We understand how frustrating this must have been for you, and we sincerely apologize if you felt that your concern was not addressed with the empathy and support you expected.
Please be assured that we carefully reviewed your case and did explain the next steps of the repair process. In certain situations, we do need the product to be sent in so that our technical team can examine it thoroughly and provide a lasting solution. We realize this can feel inconvenient, but it is an important step to ensure the quality and safety of our products.
We regret that this process did not meet your expectations and want to thank you for your honest feedback, which helps us to keep improving our service. Should you have any further questions, our team remains at your disposal.
Kind regards,
Team CYBEX
Awful customer service, poor quality and not durable
I have tried everything to contact Cybex about this seat and no-one ever gets back to me with anything useful - just sending me somewhere else. Within a few months the arms/wings of the seat had started to come off, exposing the polystyrene underneath. The side impact has similar issues. It is so flimsy. It has never been in an accident so I don't understand how this could have happened within months. I was even within the warranty when I raised this issue but have since been ignored
26 August 2025
Unprompted review
Reply from CYBEX Online Shop
Hi Carly,
We’re very sorry to hear about the issues you’ve experienced with your car seat. We completely understand how frustrating this must be, and we want to make sure we help you as quickly and effectively as possible.
As we were unable to recognise the reference number you provided, we kindly ask you to contact us directly. Our support team will carefully review your case and guide you to the best solution. You can reach us via the contact form here: cybex-online.com/contact, quoting case number 01804644.
Thank you so much for your patience and understanding. We will do everything we can to resolve this situation quickly and safely.
Team CYBEX
The worst experience ever!
The worst experience ever!
Paid 1500 Euros, didnt receive any product.
Waiting for 1+ month already for Cybex team to sort out their problem with DHL.
No refund, no products delivered - I must wait!
Dont order anything from CYBEX - the worst customer service ever.
25 August 2025
Unprompted review
Reply from CYBEX Online Shop
Dear Mr. Ibrahimi,
we are truly sorry that your order has not reached you yet.
As soon as our support team received your request and necessary information, they immediately started an investigation with our courier partner to determine what happened to your package and locate it.
We are currently awaiting further details from them, and please rest assured that our service team will keep you updated on any progress.
Kind regards,
Team CYBEX
Ghosts you when their products break - terrible experience
Completely terrible experience. Own a double stroller system, two car seats and a car seat base. This isn't a cheap brand! Stroller seat broke (stopped reclining) 1.5 years after getting it. Reached out to customer service. They ghost you and just don't respond when they don't want to honor the warranty or fix an issue. I can't believe I've spent this much money with a company and they don't stand behind their products or warranty. Run and buy the other brand that looks just like this one!
31 January 2025
Unprompted review
Reply from CYBEX Online Shop
Dear Mrs. Ridge,
Thank you for sharing your experience.
We understand your frustration, especially when you have invested in multiple CYBEX products. While your product is outside the warranty period, our team did review and respond to your claim. However, your case has since been escalated within our US team who are working on a resolution. A member of said support team shall be in touch with you directly within the next 24 hours.
We stand behind the quality of our products and always aim to handle concerns with transparency and care.
Kind regards,
Team CYBEX
The car seat is very nice and secure
The car seat is very nice and secure, and the stroller is so versatile. Also, the videos are extremely helpful.
21 August 2025
Unprompted review
Reply from CYBEX Online Shop
Hello Susan,
thank you so much for sharing your experience with us. We’re truly delighted to hear that you feel safe with the car seat and that the versatility of the stroller makes your daily life easier. It also means a lot to us that you found our videos helpful.
Your satisfaction is very important to us, and we’re so pleased that our products can support you in everyday life.
Team CYBEX
Very good quality and amazing colour 🤩…
Very good quality and amazing colour 🤩 ocean blue
21 August 2025
Unprompted review
Reply from CYBEX Online Shop
Hello Sylwia,
thank you very much for your wonderful feedback! We are delighted to hear that you are happy with the quality and that the Ocean Blue colour has impressed you.
Your satisfaction brings us great joy!
Team CYBEX
Lousy carriage, lousy customer service
I got the cybex breezy and am extremely disappointed. After using for less than 3 months it wheels bumpy even on smooth surfaces. I reached out to the company and they told me to send a video (which I did, but it doesn’t compare to the feel!) they responded that their team assessed it and it’s working as it should. Well i have 2 other strollers that are older and none wheel like this!!! I was horrified with the customer service as this is not a cheap stroller!! Also it is hard to sit up the stroller, especially with a child in the carriage.
4 August 2025
Unprompted review
Reply from CYBEX Online Shop
Dear Sara,
Thank you for sharing your feedback with us.
After carefully reviewing the information and video you provided, your warranty claim was unfortunately not approved. Our product team has assessed that the Beezy is working properly and as intended, and we have already shared more details with you via email.
If you have any further questions or need additional assistance, please kindly reply to our last email and we will be happy to support you further.
Team CYBEX
I am incredibly disappointed with my…
I am incredibly disappointed with my experience using Cybex’s warranty service. When my Lemo 3-in-1 chair arrived broke, I was relieved that it was covered under warranty—only to find that the process was frustrating and ultimately unhelpful. They told me to dispose of the chair and I did.
Instead of sending me a full replacement Cybex only sent a single piece No one ever told me that I should keep the other parts or that I wouldn’t be able to get the rest of the components. When I followed up, customer service told me they couldn’t provide the additional parts I now need—leaving me with an unusable product, even though it’s still under warranty.
For a premium brand, I expected a much higher standard of support. The lack of clear communication, accountability, and actual problem-solving was extremely frustrating. Unfortunately, I cannot recommend Cybex based on this experience, and I would warn other parents to think twice before investing in their products.
19 August 2025
Unprompted review
Reply from CYBEX Online Shop
Dear Alie,
We are very sorry to hear about the difficulties you experienced and sincerely apologize for the misunderstanding that unfortunately occurred.
Please rest assured that our US &Canada support team is actively working on your case, and you will receive further information from them via email shortly.
Thank you for your patience and understanding.
Team CYBEX
Absolutely appalling experience
Absolutely appalling experience – avoid CYBEX at all costs!
I ordered a car seat which never arrived, and things only went downhill from there. When I contacted customer service to cancel the order and request a refund, I was told that their company policy doesn't allow cancellations or refunds while the product is with DHL — an excuse that makes absolutely no sense. It's now been over three weeks, and they are still refusing to issue a refund, claiming they need to wait until DHL decides to return the package to their depot in Germany.
This is by far the worst customer service experience I've ever had. If you’re expecting prompt delivery and reliable service — DO NOT order from their website. Not only are they completely disorganised, but their refund process is a nightmare.
To make things worse, they actually expect customers — some with children — to track down the logistics company themselves, cancel the delivery in person, and then wait indefinitely for a refund. This level of incompetence is unacceptable for any company, let alone one dealing with essential products for children.
STAY AWAY FROM CYBEX. They clearly have no idea how to handle basic customer service or refund procedures, and they’ve shown zero accountability or urgency in resolving the issue. I’m beyond frustrated and extremely disappointed.
2 August 2025
Unprompted review
Reply from CYBEX Online Shop
Dear David,
Thank you for sharing your feedback with us. We apologise for the frustration caused and completely understand how important it is to receive your order/have a quick resolution.
Unfortunately, as your order was shipped internationally, we are not permitted to request changes or initiate a return with the local DHL delivery organisation.
In this case, DHL requires that the recipient gets in touch directly with DHL Parcel Iberia for further assistance. You can find their contact page here: https://www.dhl.com/es-en/ecommerce/home/private-shipments.html
Once the parcel is returned and received at our warehouse in Germany, your refund will be processed immediately.
We regret the inconvenience and thank you for your patience while we work with you to resolve this matter.
Kind regards,
Team CYBEX
Haven’t used it yet
Haven’t used it yet, due in November. However, the quality is phenomenal and it’s such a beautiful stroller, color, the way it rides etc…very excited to put my baby in it!
13 August 2025
Unprompted review
Reply from CYBEX Online Shop
Hey JJ!
Thanks so much for your kind words! We’re thrilled to hear you love the stroller and can’t wait for your little one to enjoy it. We hope every ride will be as smooth and joyful as you imagine!
Team CYBEX
I won't be buying anything from Cybex again
I bought Priam Frame, Priam Lux Carry Cot and Cloud T with Load Leg Base .
Priam Lux Carry Cot arrived too late, our baby was already born, and I had to buy a Carry Cot separately. I wrote your support about the issue but nobody bother to even reply back! It was over $2000 order!
I won't be buying anything from Cybex again
12 July 2025
Unprompted review
Reply from CYBEX Online Shop
Dear Yeghishe,
we are very sorry for the delay and understand how important timely delivery is, especially for items like these.
Unfortunately, we cannot see any record of your previous message in our system, but we can see that you spoke with one of our agents over the phone, and you may consider requesting a free return of the product.
If you need further assistance, please contact our US Customer Support team directly again via the communication channels listed on our US website.
We appreciate your understanding.
Team CYBEX
Shambolic company and service
The most shambolic company I've ever dealt with - only 1 car seat arrived out the of the 2 ordered back in June - Fedex confirmed it was lost in transit but Cybex are still refusing to this day to refund or send a replacement. I've been calling every other day for weeks now and they have refused to put me through to a superior - I am repeatedly being told it will be handled at some point by another team who I am unable to contact. It's a Childs's car seat and I desperately need it - this is wholly unacceptable 1 and 1/2 months on. It's definitive what has happened - FEDEX are your courier and therefore it is your problem.
30 June 2025
Unprompted review
Reply from CYBEX Online Shop
Dear Mr. Cooper,
we sincerely apologise for the inconvenience caused.
Unfortunately, this matter required a more thorough verification with our courier partner. Currently, we are awaiting final approval from our refund department. As soon as the refund is confirmed, the support team will notify you immediately.
If you have any further questions or concerns, please feel free to contact us by replying to our last email.
Thank you for your patience and understanding,
Team CYBEX
Terrible customer service experience
We received a scratched Click & Fold 3-in-1 chair and tried to contact Cybex via WhatsApp — but no one replied, even after several days. We then sent an email, again with no response.
When we finally managed to reach someone via their customer service phone line, the representative seemed willing to help, but asked for multiple pieces of information that we had already provided — information that could easily have been reviewed and summarized by customer service, not repeatedly requested from the client.
After sending the additional requested photos, communication via WhatsApp once again stopped. It honestly feels like no one monitors or responds to customer messages there.
The products themselves may be good, but the customer service is truly disappointing.
11 August 2025
Unprompted review
Reply from CYBEX Online Shop
Dear Martin,
We are sorry to hear about your negative experience and we fully understand your frustration and regret the inconvenience caused.
Please note that your case has already been escalated, and one of our customer support agents is in ongoing contact with you and has proposed a solution. We are now waiting for your reply so that we can move forward and fully resolve this matter.
We sincerely apologise once again and thank you for your understanding.
Team CYBEX
Excellent service
Excellent service, ultrafast delivery. I will definitely come back.
30 July 2025
Unprompted review
Reply from CYBEX Online Shop
Hi Lucia! Thank you for your kind words. We look forward to welcoming you back. Team CYBEX
I’ve been using the Cybex car seat with…
I’ve been using the Cybex car seat with base for almost 4 months. For ~$450, I expected much better practicality, but overall the experience has been disappointing.
Main issues:
• The release button on the base is extremely stiff, making daily use frustrating.
• The canopy reflects sunlight, causing discomfort for my baby.
• The fabric snags easily and looks worn within weeks.
• Poor ventilation — my baby’s back is soaked after each ride.
• My baby is already outgrowing the seat at 4 months.
• The bulky belt-adjustment frame under the seat hits my baby’s legs.
Unfortunately, for such a high price, the product feels impractical, and I’m already considering replacing it. I hope this feedback helps improve the product.
10 August 2025
Unprompted review
Reply from CYBEX Online Shop
Dear Teti,
Thank you for sharing your feedback with us.
We truly appreciate you taking the time to provide such detailed insights. We see that you’ve also contacted us via email, and please be assured that our team will respond soon to discuss your concerns further and propose a solution tailored to your situation.
Please know that we appreciate your feedback and will pass it on to our product teams. Know that we make improvements and innovations to our products every year based on feedback from our consumers.
Kind regards,
Team CYBEX
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