SmallBizGenius Analysis
Nanit, a baby monitor system featuring a camera and sleep tracking, receives overwhelmingly negative reviews on Trustpilot. Customers frequently cite issues with unreliable connectivity, expensive subscription fees required for essential features, and poor customer service.
Category Breakdown
Scores based on analysis of 96 recent reviews
Connectivity Issues
2.0/10Numerous reviewers report frequent connectivity problems, with the camera often disconnecting or failing to connect to the app. This unreliability undermines the core function of a baby monitor, causing significant frustration for parents. For example, users mention having to reset the camera daily and experiencing delays in receiving notifications.
30 reviews mention thisSubscription Costs & Value
2.5/10A significant number of reviewers express dissatisfaction with Nanit's subscription model, which requires ongoing payments to access essential features like video history and sleep insights. Many feel that the initial cost of the camera is already high and that locking basic functionality behind a paywall is unfair and greedy. Some reviewers report that features initially included are later moved behind the subscription paywall.
42 reviews mention thisCustomer Service
3.0/10Several reviewers describe negative experiences with Nanit's customer service, citing long wait times, unhelpful responses, and difficulty resolving issues. Some customers report being ignored or receiving generic troubleshooting instructions that do not address their specific problems. Some reviewers were even laughed at by customer service representatives.
25 reviews mention thisProduct Reliability
3.5/10Many reviewers report that the camera and its features are unreliable, with issues such as the camera failing after a short period, inaccurate sleep tracking, and temperature sensors not working correctly. Some users also mention that software updates often introduce new bugs or disable existing features. Some cameras stopped working altogether after a year.
18 reviews mention thisFalse Advertising/Misleading Information
2.0/10A number of reviewers claim that Nanit advertises the ability to use the camera without a subscription, but then requires users to sign up for a plan during the setup process. This is seen as deceptive and misleading, forcing customers into a subscription they may not want. Some customers were charged for subscriptions without their consent.
8 reviews mention thisPros & Cons
What Customers Love
"Look, the camera quality is good, and it has a lot of features."
"I really like the idea and product, it's great technology that has improved my life."
Common Complaints
"Stupidly expensive for what it is really. They sell the camera for over £300 and that's what you get, literally just camera. For this price, to charge additional however much for subscription just to see how long your baby was asleep or how many times they woke up during the night is disgraceful."
"Terrible camera. Repeated issues with pairing with networks, particularly known ones where the entire WiFi system of our home has to be rebooted in order for it to connect if it’s been taken anywhere else."
"Customer service is disgusting and none existent!!! DO NOT BUY FROM THIS COMPANY!!"
"I have to reset the camera almost daily because it doesn't save the insights and there's no video history. The WHOLE reason I got such an expensive camera was for that."
"Nanit says that you can use the camera without an 'insights plan' subscription. However, during setup, the final step is to activate the camera by signing up for a plan. There is no option to act..."
Common Questions About Nanit
Answers derived from customer review patterns
Is Nanit legit and trustworthy?
Based on 96 Trustpilot reviews, Nanit has a very poor reputation. While the company does provide a functional camera, many customers report significant issues with connectivity, reliability, and the subscription model. The negative reviews highlight concerns about misleading advertising and poor customer service, suggesting that Nanit may not be a trustworthy option for all parents. Potential buyers should carefully consider these issues before investing in the product.
Based on 45 reviewsDoes Nanit have good customer service?
The majority of reviews suggest that Nanit's customer service is lacking. Many customers report difficulty getting in touch with support, long wait times, and unhelpful or generic responses. Some reviewers even describe being laughed at by customer service representatives, indicating a significant lack of empathy and support. This poor customer service experience is a recurring theme in the negative feedback.
Based on 25 reviewsIs Nanit worth it for small business?
Nanit is a consumer product designed for home use and is not relevant for small business applications. It is a baby monitor system, not a tool or service that would benefit a small business operation. Therefore, it is not worth considering for small business purposes.
Based on 0 reviewsWhat is Nanit's return policy like?
Several reviewers mention a strict 45-day return window, which they found to be inflexible and unforgiving, especially given the unpredictable nature of early parenthood. Customers who experienced issues with the product shortly after this period were unable to return it, leading to frustration and dissatisfaction. This rigid return policy is a point of concern for potential buyers.
Based on 5 reviewsWhy do I need a subscription to use Nanit?
Nanit uses a subscription model to provide access to features beyond the basic live camera feed. Without a subscription, users are unable to access video history, sleep insights, and other advanced functionalities. This subscription model is a major source of complaint among reviewers, who feel that these features should be included with the initial purchase price of the camera.
Based on 42 reviewsLooking for Something Different?
Compare Nanit against 91 similar lifestyle & perks options.
View Alternatives