Ostrichpillow Reviews 73

Absolutely shocking company & customer service so not buy from this company I ordered a pillow and socks over a week ago they sent it out great got as far as EVRI after chasing it up EVRI decided it was damaged and sent it back to the company as I can see on the tracking page numerous emails their answer is AI who weirdly cannot find my order so outcome is being ignored by OSTRICH pillow and no delivery so looks like I have to reach out to my bank for goods not received shocking I have never had a company that treats its customer like this

Very poor customer service. I repeatedly asked Ostrichpillow for a correct invoice with my business billing details, which I had clearly provided. They sent an incorrect document showing only the shipping address, misunderstood the issue, and then stopped responding entirely when I asked again for a valid invoice.
Not being able or willing to provide proper invoicing is unacceptable, especially for business customers. Based on this experience alone, I would not buy from them again and would advise others to be careful.

I ordered one of these pillows for my wife's birthday. After four days without a tracking number, I reached out to the company by email (no phone :-( ). I received an automated message that the order was "in process". This morning ( a week later), I received an email that my order had been cancelled. Zero explanation or apology. This company seems to only respond with AI, and does a poor job at that. I'm done with them, but I wanted to warn off anyone else who is thinking of ordering any of their products.
Follow-up: As you can see below, I received a very pleasant, but deflecting response. I just checked my inbox and spam folder... they did not send any messages regarding my PO box. Pure lies. I received plenty of marketing emails, but nothing regarding my order. I've ordered another gift at this point, from a company that employs humans in their sales department.

I ordered a heated neck wrap, and it was delivered by Evri in a badly damaged box. Luckily, the item wasn't damaged, so I contacted Ostrichpillow and easily got my refund for the unsatisfactory delivery service

I nevertheless wanted to return it as it didn't meet my expectations.

That is when the adventure started with Ostrichpillow and Evri.

As Ostrichpillow is in cooperation with Evri 'my point of view', the worst delivery company in the UK.

My return item was never delivered back to Ostrichpillow as it got lost through the delivery process and it took me weeks to prove that. I even ended up travelling to the local depot to track the item.

Unfortunately, Evri never provides any proof of paper, allowing you to track the parcel as proof of collection.

I eventually got my refund after the unnecessary and frustrating communication with Ostrichpillow and Evri, repeating my self again, again and again.

We should not be in any position to experience that stress. We are the 'customers' in a competitive market, offering many other alternatives. It is just sad that I will never purchase anything from Ostrichpillow unless they still use Evri.

It should not be difficult to offer an alternative delivery company.

Finally and sadly, Ostrichpillow deducted the cost of delivery which never happened, from the refund amount,. That is really shameful... being in a position to charge any penny for the service you had never received. There is only one way to describe it, and we all know what it is...

In response to Ostrichpillow's comment; Full price includes the return delivery fee, which is the actual source of the problem with you Ostrichpillow, and hasn't been refunded.

'We fully refunded' from your point of view would be a misleading response

While the pillow is great it was sadly too big for me therefore I have to return it. As a frequent flier I was really looking forward to using this. But alas as said it is too big for me.

Just ok. Not worth the price or the hype. The item is well made but it does not hold heat very long (a few minutes maybe?) and is not comfortable on the body. A disappointment for me.

I suffer from neck problems and during flights it is especially terrible. The Go Neck helped out a lot! It gave my neck support and the eye mask complemented the whole experience. For the first time I was able to sleep more comfortably during long flights.

I had always wanted to find a neck pillow - One that fulfils all the following criteria: Great support for the neck so that there is no waking up to the pain of neck strain; breathable pillow that doesn’t trap body’s heat so that a soothing temperature is ensured for a good sleep; quality materials that is premium (good quality, soft, supportive, no artificial/chemical ingredients/smell and material used are durable; washable so that hygiene is always ensured; portability, lightweight and ease of carry so that it goes whenever one goes. I found what I was looking for in Ostrichpillow Go Neck Pillow. I’ve looked through competing brands but none can compare to Ostrichpillow; Ostrichpillow Go Neck is the BEST by far with its design. Asymmetrical as it can be and 360• degrees adjustable, I realise that it perfect for those who has the habit of leaning to the left when dozing off (especially if you like to have the velcro strap on the front and where the shorter height is on the left of neck, and a higher height on the right of neck to prevent neck from bobbling to the other side). If there is anything I can suggest for the product team to take back to improve on its pillow, it will be the following: Make an opposite pillow (higher height on the left and shorter height on the right with the velcro in front) for those who prefer leaning on the right when sleeping. That’ll be perfect. You can even roll out a couple series. Best part of all - I stand by Ostrichpillow’s quality - always buy direct from them - authenticity assured! Very prompt and helpful customer service too, especially from Aurora. Thank you Ostrichpillow.

What a shame! Your response to my poor customer review entirely proves my point. Whilst you claim to be polite you then inaccurately state your parcel was stolen after delivery. Not true as Evri cannot prove it was ever delivered (a fact you were informed of). Then you continue to suggest you hope I have better luck with other deliveries to my home that do not get stolen (it was to a business address with a locked post room). Passively aggressively suggesting it might be my fault! Generally changing facts to fiction to deflect blame does not go down well. Good luck with this approach.

Very fast delivery. Great customer service, they responded very quickly (problems with UPS).
Mild odour in product, otherwise first impressions are great

Shocking aftersales
2 weeks after a warranty claim, no reply. No direct means of contact.
My pillow was lost as the clasp was faulty. It had been lose but I had managed to make it work, until my recent trip. I should have claimed sooner, but hindsight is a wonderful thing. For a premium product, clasp broke after only a few uses and aftersalses is poor.

UPDATE
After the prompt via TA, team made contact and replacement sorted. Very good service once they got in touch.

This pillow is the only one I use and I take it whenever I travel. With hyper mobility causing me issues if my neck isn’t perfectly aligned this allows me to sleep on my back and I can fold it to sleep on my side. It’s lovely and cool to sleep on and the pillow cases are really soft and comforting. I can’t be without it!

We ordered a pillow but the colour looked very different to what was ordered (blue in person, purple on website) as well as it being dirty. Contacted customer services and at no point was an apology given. We just received repeated passive aggressive responses to our very simple questions. The pillow itself, apart from the dirt and colour, seems good. It's good quality with a nice carry bag. Customer service could use some training on how to speak to a customer though!

Very helpful! Great products that are very comfortable. Definitely recommend.

Thank you for responding, however your answer nor your managers answers actually say why it is taking so long. I am not interested in the reason for it not shipping, I just want it shipped. How hard can it be to put this replacement in a parcel and dispatch it. this is what your entire business is based on. JUST SEND THE REPLACEMENT AND THEN INVESTIGATE.
10 days is more than enough time to package the replacement and send. You sent my original order in a day why can't you do this now.
Stop the excuses and just deliver
When I received the travel pillow directly from Ostrich Pillow, the carrier bag draw string snapped on first use. Contacted Ostrich Pillow and they said they would send a replacement. there is an order on my accounting for this but 10 days later this still hasn't shipped and when I followed up for a status I was given vague promises and told it was my fault for the delay.
No reason given just feels like the can't be bothered.
Very disappointed in their customer service levels, it is a carry bag that needs replacing and could quite easily be put in the mail

Great product, replacement carrying bag shipped quickly when the initial purchase from Amazon resale didn't include it. Customer service is responsive and friendly.

I do like the pillow, it is really comfortable and supportive to the cervical spine. Also the bag is very useful. Just in case it's hot outside it makes you sweat a lot.

Great product, already used it on multiple flights and it works wonderfully. The product supports your neck and allows you to rest easy on flights. I had a slight issue with the zipper not working on my original pillow cover but the Ostrichpillow service department was able to replace a new cover under warranty quickly. I'm very pleased with the outcome!

Excellent service, resolved a delivery address issue quickly and efficiently! Excellent service

Fantastic product and excellent customer service