Premium-priced product, catastrophically poor service
My experience with Oura has been dreadful from beginning to end. My first Oura Ring failed to charge. I spent hours troubleshooting with Oura and was incorrectly told that the charger was faulty. A replacement charger was supposedly dispatched but never arrived, so I eventually bought another ring myself. When that arrived, the original ring still would not charge on the new charger, confirming that the ring itself had been faulty all along. Returning it then became another ordeal. It took six attempts to arrange a DHL collection, none of which materialised. I eventually had to send the parcel via UPS to DHL, which is as ridiculous as it sounds. The refund took approximately two months. Unfortunately, the replacement ring has been little better. It became badly scratched remarkably quickly, while the step tracking was nowhere near accurate and I also had serious doubts about the reliability of the sleep data. For a premium-priced health tracker with an ongoing subscription, I simply do not believe the product is ready or robust enough. When I asked to return it, Oura initially refused because I was a few weeks outside the standard return window. This was despite the history of the defective first ring, the hours already wasted, the failed collections and the delayed refund. I then had to go through repeated chats and emails, explain the entire chronology several times and deal with multiple support cases before Oura finally approved an exception. Even that has not resolved matters. Oura told me that DHL had arranged a collection, but the booking reference, waybill number and return authorisation details are not recognised by DHL’s system. DHL says no collection has been arranged, while Oura continues to tell me that it has. I am now going around exactly the same circle that caused weeks of frustration with the first return. The individual support agents are generally polite, but that is not the same as providing effective customer service. The entire operation feels fragmented, scripted and incapable of taking ownership. Each contact produces another apology, another set of instructions or another case number, but very little actually happens. Oura markets itself as a premium technology and wellness brand. The product quality, fulfilment and after-sales service I have experienced are anything but premium. I have now wasted an extraordinary amount of time dealing with two rings and two dysfunctional return processes. I am currently still waiting for Oura to provide a return method that actually works and to complete my refund. Based on my experience, I could not recommend either the product or the company.