ostrichpillow.co.uk Reviews 5

I ordered two pairs of Ostrich Pillow compression socks to save 15%, and it was a mistake. Both pairs have large bumps of excess fabric on the seam beneath the toes on both sides of the foot. My feet are small within the size recommendations and this extra fabric bunches up in the toe area of my shoes, making them very uncomfortable, unwearable. None of the product photos show this design imperfection. I submitted a warranty request to return the socks and heard nothing from the company after two weeks. A complete waste of money and a disappointment besides.

I wish I had done my research before ordering from this company. They are not a UK based company and their customer service is appalling. I would not recommend buying from this company. I returned an item 2 weeks ago and the tracking number says contact the retailer for more information. I have repeatedly tried contacting them to check whether they have received the return or whether it has been lost in transit. I just keep going round in circles with AI generated responses thanking me for my feedback. Their refund policy is 30 days from when they process the return which seems disproportionate. As they have not processed the return and may not if the item is lost, I am unsure how to get a refund.

Have tried repeatedly to get a response from Ostrich Pillow regarding stock levels of a particular colour of Bamboo compression socks - without success. So much for their auto reply saying someone would get back to me as quickly as possible (2 weeks and counting). However, as I've now seen from other reviews that Ostrich pillow are not based in the UK - despite the .co.uk - and UK customers will be charged import fees I'll look elsewhere.

I cannot recommend buying direct from this company if you are in the UK as they are not based here and anything you buy will be subject to import fees. I purchased three items as Christmas presents for £132 but on delivery I was asked for over £79 in import fees, which I have refused to pay.
If you look on the website there is only one way to contact the company, a phone number in the USA. The possibility of import fees is buried three layers deep under How can I help> About Orders > Shipping.
As to the quality of the product I cannot comment, Trading Standards have been informed.

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.