Ostrichpillow DE Tracking Order Status

Fantastic product and excellent customer service

I love my ostrich pillow! I have the classic one and use it for regular decompression times and meditation. The cool gentle pressure on my eyes and unobstructed nose and mouth are perfect for breathing exercises. The office knows not to bother me when I am in my ostrich.

Some of the best money I've spent. Bought 4 travel pillows for the whole family for a long haul flight and it made SUCH a difference. Totally worth every penny. Plus the customer service is amazing. We lost a bag for one of the pillows an they replaced all 4 free of charge. We're now looking at getting the eye masks.

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!

I backed the Ostrichpillow sleep mask in kickstarter when it was first launched. I replaced it just over two years later with a new one and my husband wanted one too, so I recently bought one for him and he loves it as well. Such a great and comfortable design. Postage is quick, the store is easy to navigate and I love their range of products.