Ostrichpillow Reviews 

I found their customer service to be very rude. Despite this, I bought the product because I wanted it. I was unsatisfied with the product as it's not designed well for womens more narrow necks. I left a negative review explaining why I didn't like the design and how it could be improved, I verified my email to leave the review, and it was never published. They are hiding negative reviews which is SUPER dishonest.

Das Teil drückt total auf das Schlüsselbein. Viel zu hoch am Hals und absolut unangenehm. Will es zurück schicken, aber Alles auf Englisch. Kann nur abraten, da es total unbequem am Hals ist und auf keinen Fall Reise erleichternd wirkt. Hatte noch nie ein so schlechtes Kissen. Rückgabe total kompliziert mit Eigenanteil für Rücktransport. Ganz schlechter Kundenservice

Worst customer service ever. Instead of addressing the actual issue, they claimed they were unable to assist due to various reasons in an extremely rude manner.
Update:
Since Ostrich pillow is being very efficient to respond to negative reviews and is asking my comment to be deleted unless I provide my email, I will add more details here.
I have accidentally put the wrong address while ordering and tried to contact them immediately after the order is placed, however there is no one during the weekend and the order was shipped automatically after. I have tried to contact the carrier however was told that only the merchant could contact to make changes or require more information.
On Monday I received a short message saying “Unfortunately they are unable to assist me”, without any sign of trying to help me to cancel my order or modify the address. They changed their attitude after I said I might contact my credit card company, with a reply of indeed “finger-pointing” claiming “you did receive an automatic response” etc. (They might want to add an automatic cancellation option with their automatic system, cause often no one is there.)
I was forced to send another two emails claiming I don’t get to contact the carrier and I need more information regarding the refund process, with only a reply to ask me to contact the carrier again. Also they would charge you 12,99$ for “fees relevant to the returning order” while the shipping fee is a lot lower than that.
What a shame! Definitely the worst online shopping experience I’ve ever had. They might want to rethink their method in doing business. I was going to reorder their product directly after this, but now I will refrain from purchasing any product from Ostrich pillow in the future. I’m still waiting for the update to see if I will be able to get a refund.
Edit:
Your website doesn’t have anything clearly available for customers when they place the order, and I did provide my order number to the system.
Also just a kind note that the different addresses you have provided to cancel their order on your website don’t even exist.

Guess I should have read the reviews beforehand. The "heated neck pillow" is a complete waste, barely any weight to it and isn't ergonomic to the round of the neck. The other items I got were also just "okay" but worth keeping.
Customer service is really difficult to deal with, lots of finger pointing and "you didn't say" and "that's just how we operate" when trying to initiate a return. Ended up charging me $15 off the return value of the pillow (they advertise you'll only be charged $5).

Mediocre product, subpar customer support/service.

Update: ostrich pillow support replied to my rating, once again missing the fact that my support inquiries stated the product is faulty (I did indeed share my disappointment in being charged a restock fee for a faulty / mis-advertised product. Saying "You complained" and "you didn't like" is just more finger-pointing. :(

I am not satisfied with the "Go Neck Pillow" at all. So I want to send it back and get the money returned. But the whole return handling is a big hazzle & in my opinion clearly against European and German Laws. One could think that they want to make it as difficult as possible so that the customers gives up.

NEVER AGAIN!

Edit to answer the answer: According to laws here you have to provide an address for a return. All you need from me is my name, address (and may be order number or similar). That's it. To ask for a request and to fill out some random form which is at least difficult to find does not at all meet the requirements for companies. It is ridiculous that a customer has to fill out form, request whatever and exchange emails to get his rights. You prove why Amazon works: Return formalities done in seconds.

Teures Nackenkissen bestellt. Versand mit einem der schlechtesten Versandunternehmen UPS. Artikel kam nicht an. Verkäufer spricht nur englisch und will mir die Recherche nach dem Paket überlassen. Ersatz wurde nicht angeboten.

Fazit: Viel Geld für ein überteuertes Nackenkissen bezahlt. Keine Lieferung. Kein Weihnachtsgeschenk. Kein Geld zurück. Habe das letzte mal bei diesem und anderen ausländischen Käufern gekauft.

Excellent customer service. Patricia went above and beyond to assist with my enquiry and provided a solution that exceeded my expectations.

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.