Miss C.
If I could give them zero stars I…
If I could give them zero stars I would. Extremely disappointing after-sales customer service – think twice before ordering I recently purchased an Ostrich Pillow in the new small size,. Having read the reviews and being only 5ft 2in, I thought the smaller size would be the best option for me. Unfortunately, once it arrived, I found that it didn’t fit as I’d hoped and provided no support. Whilst this was disappointing, I had no issue with the product itself being unsuitable for me personally. I simply wanted to return it and reorder the regular size. I completed the online returns request form and was advised that I would receive a response within 48 hours, including my returns barcode and instructions. 6 days later, I am still waiting. Despite emailing the company around half a dozen times, all I have received are automated AI responses promising that my query will be passed to a human representative. Nobody has contacted me. I then tried contacting Ostrich through their social media account, where I was again assured that someone would get back to me. Once again, nothing. I find this level of after-sales service absolutely appalling. When purchasing a premium-priced product, I expect a reasonable standard of customer service to match. Instead, I have been left £70 out of pocket, with a product I cannot use and seemingly no way of getting my return processed or obtaining a refund. It is incredibly frustrating when a company is happy to take your money but fails to provide even the most basic customer support when you need to return an item. I appreciate that not every product will suit every customer, but the way a company handles returns and customer queries speaks volumes about its standards. Sadly, this experience has completely undermined my confidence in Ostrich. I had intended to order the regular-size neck pillow, but I certainly will not be doing so now. My advice to anyone considering purchasing from Ostrich is to be aware that, based on my experience, if you need to return an item or resolve an issue, you may find yourself chasing repeatedly without receiving a meaningful response. A premium product should be backed by premium customer service, and that is certainly not what I have experienced.