Very disappointing Oura customer…
Very disappointing Oura customer service — documented experience I have been an Oura customer and expected customer service to match the premium positioning and price of the product. Unfortunately, our recent experience was extremely disappointing. This review is based on my documented email correspondence with Oura regarding Order SO-12632532 and support requests #7518171 and #7708073. My wife needed assistance with her Oura Ring and eventually decided to return it. What should have been a straightforward return became weeks of unnecessary back-and-forth communication. 24–30 July 2026 — repeated requests for information The support conversation was already ongoing by 24 July. During the following days, Oura repeatedly requested individual pieces of information instead of collecting everything required at once. I supplied the order number SO-12632532 on 27 July and confirmed the ring details — size 10 — on 28 July. On 29 July, I specifically asked Oura to request everything they needed at once because the pattern had become: ask for one piece of information, wait, then ask for something else. On 30 July, after another request, I wrote that I was providing the same information for the sixth time and even included a screenshot of the previous correspondence. 30–31 July — finally some progress Karen from Oura then provided a much more useful response. I actually thanked her on 31 July, saying that the communication finally started to make sense. I mention this because I want this review to be fair: some individual Oura representatives were helpful. The main problem appears to be the support process and lack of continuity between agents. 1 August — still no return label On 1 August, I had to contact Oura again because we still had not received the return label. I explicitly explained that we did not want to cancel the membership—we simply needed the return label. 3 August — DHL return finally arranged Oura subsequently arranged the DHL Express return. The return instructions included DHL booking reference PRG260804727916. 14 August — still chasing the refund After completing the return process, I contacted Oura again on 14 August asking when the refund would be processed. Oura then updated the case under request #7708073, and on 15 August I provided the DHL tracking/reference information requested. So this is not simply a complaint about one slow response. It is a documented sequence lasting several weeks involving repeated requests for information already supplied, multiple follow-ups from the customer, problems obtaining the return label, and then further follow-up regarding the refund. For a premium product and subscription service, this is not the level of customer support I expected. A customer should be able to explain the problem once, provide the necessary information once, and have one support process take ownership of the case until it is resolved. Oura makes an impressive product, but based on this experience, its customer-service process needs serious improvement.