Ostrichpillow Reviews 73

Awful Customer service.

I ordered a pillow from Ostrich Pillow and paid for expedited delivery (1-2 business days). Unfortunately, the pillow arrived 10 days later... by which point I was on holiday and had no use for the pillow.

I expressed my frustration, and their customer service department appeared to infer that it was my fault that their courier had messed up.

They did not attempt to rectify the issue, and no sincere apology was provided; instead, I was treated like a child and spoken to in a very condescending tone.

To add insult to injury, I have to pay to return the item, and the exorbitant delivery fee I paid would not be refunded.

I purchased an Ostrich Pillow at the airport before a flight. I took it out of the packaging at the airport and was excited to use it on the plane. Right when I put it on, i noticed the inner stuffing was leaking out of the seams from multiple places. So badly that I had to put the pillow in a bag to stop it from leaking all over. I wrote the company and provided pictures, the batch number and everything as the tag was still on and they are refusing to replace the defective pillow. I'm very disappointed and will never purchase a product from these people again. Very poor quality and poor customer service.

Purchased from ostrichpillow website with "com.au"

If you buy >$160 of product under osterisch pillow go x 2, it says you get free shipping. Your transaction is also in AUD. When you complete your order, you will see a $14 charge. You contact customer service, they will tell you they have a separate Web page link indicating which countries don't get free shipping and Australia is one of them. Note return charge is $8. Gave them screen shots of the process. They don't take responsibility for their Web page setup on Australian domain indicating free shipping.

This is an overseas company and operates like one. I should learn to check for ABN next time.

Left two stars as the product itself is probably fine, it's at least three times the market price for neck pillows...

Bought a heated neck wrap which comes with a bag - it’s essential as it protects the wrap when heating or freezing- a short while (less than a month) after purchasing it I couldn’t find it so contacted customer service for a replacement- the answer? They don’t have any - pathetic customer service

Ordered a pillow which did not arrive and it has been two months. Tracking website is a shell which pretends that the package arrived in Australia two weeks ago and still needs to be “unloaded”. Customer service email worked the first time and then subsequent emails bounce. If you ordered via PayPal, ask them to help you get a refund

Updated review with the full story since the order:

Starting with a warning to U.K. buyers. The U.K. website is not U.K. based it is based in Spain. The distribution centre is based in the Netherlands. I had import fees of £240.00 (just under 50% of the total cost for all items).
At first the site contacts said that I needed to pay these. I rejected the package by UPS. The day after I had an excellent response from their Director of First Impressions (P.C.). She explained that the team needed some training and that they would resolve it. However, the bank were investigating at this point as I had raised a chargeback. UPS were not very helpful, unfortunately, because I wasn’t the sender.

Ultimately they were delivered without import fees and the items were gifted for my troubles. Thanks to their Director of First Impressions.

Knocked one star off as you may need to talk to their customer service first.

I bought the eye mask last year so I thought I would give the new pillow a try. I have been using my new pillow for a week and I have no neck pain. I would recommend this if you wake up with neck pain.

I own an Eye Mask, Heatbag, and Light Versatile Pillow from OstrichPillow. I think I'd gotten all three from Kickstarter campaigns. All three products are very high quality and reasonably priced, and I've since bought Heatbags for friends and family as gifts, and an extra clay bag for myself!

The one time I've had to deal with their customer service, was when Katy reached out TO ME with no prompting, and offered to fix an unorthodox situation with a damaged delivery - I was incredibly thankful for this!

I bought two Ostrichpillow eye masks through a Kickstarter campaign - I was going to give them as Xmas presents.
The two masks arrived (from China) with packaging so flimsy that the boxes they were in were squashed and contorted.
They certainly cannot be given as Xmas presents looking like this.
I have sent many emails asking for a replacement or a refund and have received extremely poor customer service in two emails that have not appeared to take me seriously. The second email said I could return the masks at my own cost to the USA and then they would issue a refund.
I have bought Ostrichpillow goods before and have liked them.
However this experience has taught me not to deal with companies who don’t understand the legislation around distance-selling and who don’t care about customer satisfaction.