Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/31/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new Ouraring. It is defective (it does not charge, it does not connect to app, it does not track data when worn). I reached out to Ouraring for three weeks straight in an attempt to troubleshoot. Their troubleshooting recommendations were not able to resolve the issues. I asked for a return label so that I could send the defective item back to them. No one replied. I opend a ticket online, they closed it. They promised a reply within ***** hours. They never reply. Now I am outside of my 30 day option to return the item, with a broken and defective item. My health is suffering because I am not able to track my wellbieng anymore. I just want to return the item an be refunded for the product and my pre-paid annual membership.

• Initial Complaint

  Date:10/28/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought an Oura ring using Affirm. I paid the balance of $494.16 but they are still requesting monthly payments of $82.36 and I don't know why. I call Affirm and they say I have to talk to Oura. There isn't a phone number for Oura and I can't get any answers through email. This has been going on for a couple of weeks and now I have an overdue payment. Please help me figure this out.

• Initial Complaint

  Date:10/25/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Sept. 23, 2024, I purchased the ***3 Oura Ring directly from their website and paid $390.40, plus $69.99 for membership. I received my *** 3 ring on October 2, 2024. A few days later, on October 4, 2024 - I saw that a *** 4 Oura ring was released. I then proceeded to request a replacement. I figured that ***4 would be better than *** 3, so I wanted the newer version, which basically cost the same - so even exchange. The automated system sent me a confirmation of my order. The sizing kit was to come first before *** 4 was to be sent. I got the sizing kit, but noticed that the sizing kit was the same exact kit as it was for the ***3. I then immediately tried to inquire about the issue to no avail. It is now October 25, 2024 and I still have no Oura Ring ***4. All I want is the *** 4 ring, but with the challenge of not getting any responses after multiple requests and tickets opened, I want a full refund for the cost of the ring and their membership fee of $69.99. Ticket numbers are *******, *******, *******, *******) - none of these support tickets were responded to.

  Business Response

  Date: 10/28/2024

  Good Afternoon:
  

  On October 26th our support team confirmed that we have processed a full refund for the order - please allow a few business days for the refund to appear in your account. Our team requested additional information to investigate the membership charge. Please kindly reply back to ticket # 4135479 and our team with continue to assist.

  Thank you,

  -Oura Support

  
  

• Initial Complaint

  Date:10/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My product (a digital health ring) has stopped functioning. I have pursed all possible troubleshooting the company offers in their automated systems. This problem requires help from an agent but no one has replied to me over 50 days at this point. I am still within warranty and want to open a claim but I cant even get that accomplished because there is ZERO response from anyone at the company to resolve the issue. I have tried even social media messages in hopes to get a response. But nothing. This is unethical and I the lack of support has rendered my $500 ring completely worthless and useless.

  Business Response

  Date: 10/28/2024

  Good Afternoon:

  Our team replied to ticket ID#******* requesting more information the account details. Our support team sent another follow up message on October 28th. Please kindly reply back to ticket ID ******* and our team is happy to assist.

   

  -Oura Support

  Customer Answer

  Date: 10/29/2024

   
  Complaint: 22441076
  
  I am rejecting this response because:

  I have replied and they clearly are unorganized with the email responses. I replied twice on Oct 22nd. Then they sent a separate message on Oct 24th saying they havent heard from me so they will be closing the ticket. I had replied to the original email thread on the 22nd! Its like they just ignored my responses to the questions asked and decided to say they are closing the ticket. What is going on? I am trying to move the ball forward but now have zero confidence that they will try to resolve the issue with my ring as they cant even get back in touch with me in good faith. I request that they have someone be in contact with me consistently so that my issue gets resolved and my warranty is enacted.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:10/11/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  10 months ago I purchaced an Oura Ring , I pay a monthly subsciption to keep it active, yesterday it stopped working for no reason, tried multiple troubleshooting suggested on the Oura app , I still can not get it to start working again. The only way to contact this company is thru a bot chat session , they state that they have live agents on from 4-AM- 7PM however this is a false , they do not. The bot assigned a ticked that was supposed to have someone contactme in 24 hours however this is also false. Received a bot generated email telling me to add further info about the problem only to receive another email after sending that states the emai; that I sent went to a box that is not monitored. How can a business sell things in the *** and accept money for a subscription and not provide at least a customer service phone number or email address?

  Business Response

  Date: 10/28/2024

  Good Afternoon:

  On October 15h our support team responded back with steps to perform a password reset. Our support team followed up on October 17th to check in and confirm that the issue has been resolved. Please let us know if you are still having issues and we are happy to further assist.

  
  Thank you,

  -Oura Support

  Customer Answer

  Date: 10/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:10/10/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ring and two weeks later, it went on sale for $100 less than I paid for it. I immediately contacted customer service, during their stated available hours, only to discover that there is never a chat agent available. I received an automated notice that my request for a price adjustment refund of $100 would be addressed within 24 hours. In the meantime, after reading the hundreds of reviews about the lack of customer service response from Oura, and knowing that they only accept returns made within 30 days, I went ahead and printed a return label, just in case I did not receive a timely response, as I would rather return the ring and repay the shipping cost of $15 for a new ring than to have lost $100. It took 5 days for them to reply. And the response did not answer my question at all. Instead, they said that they see that I initiated a return and provided instructions for how to send the return. This is not what I'd asked for. So, I immediately responded to their message - stating again that I wanted a price adjustment. That was 2 days ago. No response from ****. Their lack of response seems intentionally designed to ride out the clock on the window for a return. What should have been a very simple communication has taken over a week and I have NO confidence that if I put the ring in the mail now, that they will accept the return or refund me for it. I am requesting that the company provide a price adjustment in the form of a refund for $100. If they are unwilling to do this, then I would like them to provide assurance that if I return the ring now that they will still reimburse me for the full amount I paid, even if it arrives to them past the return window, as it is their lack of response which has delayed me in sending it back to them.

  Business Response

  Date: 10/25/2024

  Good morning:

  I am writing to confirm on October 12th, 2024 our support team confirmed that we have applied a partial refund to the account in the amount of 104.23 USD for your order SO-42636849. In addition, after reviewing the circumstances we have applied 3 months of complimentary membership to the account. Please let us know if further information is required.

   

  -Oura Support

  Customer Answer

  Date: 10/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Thank you. 

• Initial Complaint

  Date:10/02/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an Oura ring August 19th, 2024, from ******, and it was delivered on August 20th. Less than 2 weeks later, the *** protective coating on the ring failed, and I submitted a warranty request with **** directly on September 2nd, 2024. Multiple **** associates assisted me, and they suggested that because of issues with their *** coating process, I should select a replacement that uses a different coating method: ***. After receiving a list of the potential selections with the *** coating, I selected a replacement, and my request was forwarded to another **** representative who informed me that they would not honor the warranty because the ring was purchased through ******, even though ****** is on the list of authorized retailers as provided in their communication to me. The representative on October 2nd informed me that I should go to ****** to return the ring. Because of how long this process took, Amazons return window is closed, and frankly ****** shouldnt have to deal with ****s warranty issues.

• Initial Complaint

  Date:09/26/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased my Oura Ring **** 3, Horizon, Silver, size 9) from Best Buy on 4/28/23. It has been a dream until recently. The ring is said to hold a charge for up to 7 days. I can't even get my to hold a charge for 24 hours. In the last 7 days, my ring has lost charge overnight 4 times now and I am losing pertinent data that I use daily for my health. I reached out to CS on 9/22. The virtual assistant performed a test on my ring and indicated there is indeed an issue with my battery. It took all my information and created a ticket. I got an auto reply saying that my ticket would be responded to in 24 hours. I have yet to receive a response. I've read in numerous places that others are having the same issue, so that is why I'm filing a complaint. I even reached out to Best Buy and they told me to contact the manufacturer directly.

  Customer Answer

  Date: 09/27/2024

  Hi there!
   
  I wanted to let you know that I finally got a response from Oura and they are going to send me a replacement. No further action is needed on my end!
   
  Thank you!
  ****** *****
  

  
  

• Initial Complaint

  Date:09/25/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Oura ring randomly stopped charging and Oura customer support was unwilling to help me with a replacement. I'm confused how companies can sell hardware that randomly stops working, through no fault of the customer, and ask the customer to just buy a new item

• Initial Complaint

  Date:09/17/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have purchased two rings from this company. The second one I am having trouble with the battery, in multiple different ways. I have reached out to this company approximately 10 times via email, their social media, and their chat option. I have not been able to speak to an actual person or chat with an actual person. I have an extended warranty that I purchased on this particular ring that covers me through 2025. The company continues to not respond to my inquiries.