OstrichpillowReviews of ostrichpillow.com

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!

EDIT: Their reply below is not factually correct. They say that the manager "explained that the pillow was needed back to investigate the situation since those aren't being manufactured anymore". Firstly, they did not give the explanation above, or any explanation whatsoever, as to why we were obliged to do the work of sending the pillow back (only that it was required). Secondly, even if they had given the explanation above it would not even be a reasonable explanation - that would instead be if they explained what kind of investigation it is that warrants the physical product back. Otherwise, I suspect there is none. I provided or could provide all details with a picture. If they need to know which specific pillow it is in order to track it in their internal processes, I could have supplied them with whatever identification number is used. When it comes to the full refund, I see that they are not legally required by EU law to do so if they have a reasonable chance to repair the item. So that was indeed a nice gesture. ORIGINAL: I had the luck of speaking to 2 different agents, but both unfortunately just seemed to pretend to not understand what I was saying, repeatedly, despite my efforts to be as clear as possible. I bought a pillow specifically because it was made out of viscose, and they sent me an older version that wasn't. These older models are not supposed to be sold anymore according to ostrichpillow. When I pointed this out, they: 1. Took a long time to reply. 2. When they finally replied and explained the problem, they apologized but didn't offer to correct anything whatsoever. 3. I followed up and asked them to please send a new and correct pillow. They agreed but wanted me to do the work of returning the old pillow first. They offered to give a return label for this. 4. I tried to explain that the pillow was a gift to my elderly mother and it is difficult for her to print the label and go to a UPS drop off-location, which were far away from her home. I don't live close at all so I can't help her. To me, it is reasonable to just send the correct product without demanding her do the labor of sending the faulty product back, as this was Ostrichpillow's mistake to begin with. Especially in this case, where the faulty product was an older model that is not being sold anyway. This makes me suspect that they still send these old models out on purpose until they empty their warehouse of them, and hope for customers not to notice or not to care in the meantime. 5. They refused to do this. They seemed to pretend as if I asked for a free product, when in reality I was saying that I my mother should not be doing the labour of returning a package to fix a mistake that they made. Especially since the returned product is useless anyway. Note that I had provided clear evidence of the pillow being faulty. 6. In the end, after having talked to two separate agents and feeling like we are getting nowhere, I agreed to a return and asked for a refund. I will not buy from Ostrichpillow again and would not recommend it because of this inability to understand what I was saying or do see this from my point of view. Admittedly, they were respectful in their words but so was I, because I believe this has more to do with company policies than the customer service agents themselves - although the agents could really have made an effort to acknowledge that they understood what I was saying and why it was a problem, at least. I bought a Snugalo for myself instead and will be looking around for a nicer alternative for my mother. Maybe something in silk!

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...