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:06/18/2024

  Type:Customer Service 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 June 16 my husband ordered a ring, using apple pay, however our old address was connected to my apple pay account and was auto populated into Oura ring's system, when we tried to contact Oura they used an automated chat bot that opened a ticket, however because of the lack of human interaction the package was shipped prior to starting the remediation process and Oura has now told us we cannot get a refund. We are now out $300+ because Oura ring does not have a good customer service system. Oura needs a better customer service process and we would like to get our money back

  Business Response

  Date: 06/21/2024

  Dear Conciliation Department,

  I appreciate your bringing this complaint to our attention. We do not have a record of an open customer support ticket for this customer. If you would please have the customer submit their concerns to us through our support portal at **************************************************************, we would be happy to help address them. If you can provide the ticket # for the inquiry in question we can look into this matter further.

  
  -Oura Support

  
  

• Initial Complaint

  Date:06/14/2024

  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.

  My friend purchased a ring for me and when I received it the ring was defective right out of the box. I contacted Oura 2 weeks ago about the issue. They prompted me to try several troubleshooting steps over the course of a week or so. I did everything they asked. I sent pictures and info for everything they requested. They were initially quick to respond but once they received all of the information they needed from me they said that a Warranty Specialist would reach out. It has been a week and nothing. They went AWOL. I had gotten the ring as a birthday present because of my health problems and was excited to use it because of the technology it uses and info it provides. At first site, the ring was cheap and poorly made. My hope is that the technology and customer service would justify the exuberant price but this has yet to be the case. I see online that numerous people have had the same issues I am facing. It is apparently very common. The customer service is terrible and the quality of the ring is sub par. All I want is a reply back so we can conclude my request. The request number is # *******.

• Initial Complaint

  Date:05/27/2024

  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 have had several Oura rings and recently purchased the new rose gold ring. The rose gold finish started to rub off and discolor in only a couple months. I take very good care of my jewelry. I contacted Oura ring customer service and they said they would replace the ring, however I made clear I hoped it would not happen again with the replacement ring. Well it certainly did and in less than one month. I contacted customer service again and they are more telling me sorry but its normal for the ring to discolor and turn. This is their most expensive ring and the fact that its discoloring and turning a brassy gold color in less than one month is ridiculous. Certainly not something I expect a $600 ring to do and the customer service has been insulting. I asked them to replace it with a different finish since there is clearly something wrong with the quality of the rose gold finish and they are telling me tough, its normal for the ring finish to discolor. Im beyond frustrated. There is no realm in which an expensive ring should discolor and rub off in less than one month. Oura ring customer service has been insulting at best. They cannot sell a ring at that cost and then claim its normal when it discolors and rubs off like a cheap trinket in less than one month. Please help me resolve this situation, Im beyond frustrated.

  Business Response

  Date: 06/13/2024

  Good Morning:
  
  On Tuesday, June 11th our support team confirmed we are able to process a return for a refund as we are not able to facilitate an even exchange due to the price difference. We will be reviewing our processes to to make improvements in the future. Thank you for your understanding.

   

  -Oura Support

  Customer Answer

  Date: 06/21/2024

  I would like to relay to the business that they need to issue a complete refund. Keeping almost $150 for shipping and handling for the return of a $600 ring that discolored within the first month is unacceptable. This is related to the first complaint I filed and referenced in the subject line and email below. The issue has not been resolved. 
  
  Oura ring told me and the BBB they would issue a refund, but failed to note they would be keeping almost 1/3 of the purchase price for their supposed shipping and handling fees. Its bad faith. The quality of their product is substandard and as such they need to issue a full refund for the amount paid for the product. This entire ordeal has been an obnoxious waste of time. 
  
  
  Thank you,
  *************************

  Customer Answer

  Date: 06/24/2024

  Aspen thank you for your help the company resolved this and only kept $15 for shipping. I still think they should have refunded 100% but this is fine. So its been resolved thank you! 
  
  
  Thank you,
  *************************

• Initial Complaint

  Date:05/18/2024

  Type:Billing 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.

  Oura deleted my account and canceled my membership with no notice. I did not ask them to do this. I have a gen 3 Horizon. On Monday 5/10 when I woke up and opened the app I was surprised to see the set-up screen. My login wouldn't work in the app and when I tried logging in online I got an error message stating that there was no account associated with the email. I paid for my membership on 4/29. Even if I had canceled my membership, wouldn't the fact that I had paid for a month entitle me to a month of access? And shouldn't I still have limited access even if I'm not paying for the membership? I emailed support and waited two days for a response where I learned the above- that my account was under deletion and my membership would be canceled effective 5/29. I told them I didn't want my account deleted, pointing out that my membership was paid and asked for an explanation as to how this happened. After two more days I was told I could access my account but I couldn't and when trying to open the app I was still getting the setup screen and membership hub was still stating that there was no account associated with the email. I'm so frustrated! Now waiting for a response and wondering how long it will be before this issue is resolved. Their service is horrendously and unacceptably slow. They should fix my paid account and refund me for the paid membership at a minimum. The case number is *******

• Initial Complaint

  Date:05/05/2024

  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.

  I first contacted the company on 4/23/2024 about a warranty exchanged. This ring was gifted to be before my mother passed. I looking up a customer service telephone number and there was not a customer service as EVERYTHING is done on email. I gave a short description about the problems I was receiving during setting up my ring with a chatbot which than, I got an email from someone in their customer service team. I have defaulting ring. It wont charger tried all of their troubleshooting sent them proper photos of the ** code and my ring will not charger, light up, and neither does the charger light up or do anything! After several days of back and for and robot responses, I still have no resolution. Accept now, I keep getting passed around to different employee who are no help as well. This company is promoted by celebrities and social media influences that sponsor them and give them free rings but the normal people who are suckered in to purchase this product is left with customer service being no help or honoring their easy seamless warranty exchange. *** offered to mail in the ring and they have denied that too. Keep telling me to send pictures and trouble shoot when *** sent video proof of my ring not working and they still will not replace it. Its so frustrating because I would love to use this sentimental ring that was gifted to me by a beloved soul. If more people stuck together and hold these companies accountable maybe just maybe things would change!

  Business Response

  Date: 05/20/2024

  Good Afternoon:
  
  Our support replied on May 12th and confirmed a new order has been created for shipment under warranty. We apologize for the delay and experience and will review this matter to make improvements. Please let us know if anything else is needed.

   

  -Oura Support

• Initial Complaint

  Date:04/22/2024

  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.

  I recently purchased an Oura Ring within this year. Prior to the ring being shipped, Oura provides a sizing kit to allow the user to see which ring size is for you. The size from the sizing kit indicated I was a size 13. When the ring arrived, the ring itself was way to big for my finger and so I exchanged it for a size 12. The size of the sizing kit did not accurately reflect the size of the ring itself as I noted in the return order. After the size 12 arrived, I was dissatisfied with the product and wanted a return.The return policy is stated below:You may return or exchange your fully functional and undamaged Oura Ring for any reason within 30 days of receipt of your original order (i.e., the day you receive your ring in the mail) for a refund or exchange. Shipping and handling charges from your original order, including UK VAT or other customs fees, are non-refundable. Refunds are made in the same currency as the original payment and will reflect current exchange rates.The issue though according to ****, a refund cannot be issued because I had exchanged the product. The issue though is that even though a sizing kit was provided, it seems that Oura intentionally uses this as a loophole to make sales final following an exchange since exchanged items can't be returned. I could've just returned the size 13 ring got a full refund and purchased a size 12 and could've gotten another refund without a problem but now I am stuck, dissatisfied with a ring that can't be returned. I would like a full refund.

  Business Response

  Date: 04/30/2024

  Hello there, 
  
  Thank you for bringing this to our attention. 
  
  On April 30th I sent a message to this member asking them for shipping details so I could send them a return shipping label. I let this member know that we made an exception to our policy as a sign of good will. ******* is the ticket number from which the response was sent. If you have any other questions or need anything else from me please do not hesitate to reach back out. Thanks!
  
  Best regards,

• Initial Complaint

  Date:04/22/2024

  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.

  I purchased an oura ring on 02/21/2024 in the amount of $387.11. Upon wearing my ring for a few weeks I began to experience extreme hand pain. I reached out to oura about a refund. At first I was given a hard time because it was past 30 days. I assured them that a 30 day return policy for a ring that ****** was unacceptable and after some going back an forth I got them to agree to a refund. sent the ring back and advised them that I no longer had the previous payment method and requested a check. They told me they couldn't refund to any thing other than the original payment method, I again advised them that it could not be refunded to the same method. They asked for my paypal, I gave them that and now I am not getting any responses and the last communication they re-said they were not going to send to my paypal. All I want is a full refund.

  Business Response

  Date: 05/09/2024

  Good ****************************** team reached out on Friday, May 3rd advising we are not legally able to refund directly with paypal as it would be a violation of IRS laws that govern FSA/*** accounts which could penalize both parties. Our recommendation is to roll over the the funds into a new *** account the new employer as we are able to refund the money back to the *** account directly. We have also offered to replace the current ring. 

  Please let us know if there is more information needed here. 

  Customer Answer

  Date: 05/09/2024

   
  Complaint: 21607406
  
  I am rejecting this response because:

  it is not against the law to refund me without FSA/hsa.  I no longer have access to the original form of  payment and suggest rolling it over to a non existent account is not acceptable.  I have spoken to others and consulted with an attorney.  The rules only state I have to report it to the irs.  Your company refunding to an account that I no longer have access too is unacceptable.  I asked for a check and it was one of your employees who suggested refunding PayPal.  It is almost $400 and I am unwilling to accept a loss like that.  I do not have another employer and that money belongs to me.  I am prepared to take this as far as I have too to receive my money back.  It appears as if refunding clients is a big issue for your company and I implore you to do the right thing and send the money directly to me.  This cannot be the first time a customer needs a refund to a different payment method.  

  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/15/2024

  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 have been trying to contact Oura for days. Every ticket that I have opened has been closed on their end without a response.My gen 2 ring has had issues with the battery and Im looking to speak to someone on what they can do. Looks like this company wants to take your money and leave you with a faulty product.

  Business Response

  Date: 04/23/2024

  Hello,
  
  Thank you for bringing this to our attention.
  
  On April 16th, one of our support agents informed the member that their 2-year warranty had expired. As a gesture of appreciation for their patronage, the agent provided the customer with a discount link offering $75 off a new ring. Additionally, they extended 6 free months of membership. Please inform us if there are any further requirements from your end.
  
  Best regards,
  
  

  Customer Answer

  Date: 04/23/2024

  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,
  
  Nero S

• Initial Complaint

  Date:04/11/2024

  Type:Delivery 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.

  Placed the order SO-******** on March 28., until now still not received any shipping information, and the order was charged to my card already. Feeling like this is a kind of fraud that taking money without telling the shipment information. **************** even said they cant track my order with shipping info. It is not an acceptable way of doing business.

  Business Response

  Date: 04/19/2024

  Good Morning:
  
  On April 18th our support team provided an update that due to inventory delay and high demand, we anticipate the Oura Gen 3 Horizon Black US6 set will be back in stock and ready to ship within 1-2 weeks. We will be processing a refund for shipping as soon as the order ships and will follow up with confirmation once this is complete.
  
  Thank you for your continued patience. 

  
  -Oura Support

  Customer Answer

  Date: 04/19/2024

   
  Complaint: 21565317
  
  I am rejecting this response because: 

  It's unacceptable to charge customers without providing them with shipping information. My experience with Oura Ring has been a nightmare because they charged the order right away without bothering to inform customers about the expected wait time for their ring. The customer service provides repetitive responses without truly addressing questions or offering solutions to assist customers. Now, I'm forced to wait an additional 3 weeks due to Oura Ring's poor production management. This level of service is simply unacceptable.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:04/09/2024

  Type:Delivery 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.

  We ordered a ring, I guess they say to order a sizing kit. My husband didnt know he ordered a gift for my birthday and it didnt fit so we exchanged it. It still doesnt fit and so were trying to pay to exchange the ring and they wont let us. So we are out a lot of money. Around 400$. Honestly them telling us over and over to s**** off makes me just want my **** money back

  Business Response

  Date: 04/18/2024

  Good Afternoon:
  
  We apologize for the difficulty you have experienced when attempting to exchange your ring size. Our team will be in touch today to complete the ring size exchange for you. Thank you for your understanding. We will be reviewing this experience to ensure we can improve the exchange process moving forward. 

   

  -Oura Support