Bauerfeind ANZ Reviews 

I ordered a knee brace and paid $34.99 to receive next business day. I received an email the next business day that UPS has not recived the package to deliver it. Because of the weekend, I MAY receive it a couple of days late; the company's customer service informed me when I called. Their excuse is that I ordered after 1 p.m.; the business day starts the next day. The customer service claims it is written on the order page; I checked, and it is a lie- no mention of the statement. They have terrible service and are very unhappy with it.

Not worth the expense

Product comes from Australia.
Returns or Exchanges needs to be tracked post.
Postage cost was $70 to return one elbow brace.
Not worth buying the product.

Highly recommend the products and service on offer here. I went into the city entre store and the lady who helped me was very polite, attentive and professional. My knee felt better instantly and i walk out the store wearing the support as it felt so good.

I am writing to express my strong dissatisfaction with the customer service I received regarding my order.My complaint is about the service not the product.

The inability to cancel the order and the poor coordination within your team made this experience extremely frustrating. Furthermore, despite paying a substantial fee for next-day delivery, the package arrived two days after I placed the order.

I paid the full amount but received no helpful assistance. I strongly recommend improving your cancellation process, communication, and delivery service to prevent other customers from experiencing similar problems.

Very bad quality for the price they charge. I reached out to customer support as the support of my wrist brace was tearing after just few uses however their support said they can not replace as this is not a defect.
Cheap quality all marketing

Beware of purchasing their products and of this company. I didn't open the product and was advised that I could not return it. My wife had already purchased some so I didnt need extras, hence why I was trying to return. Very frustrating from what I thought was a reputable brand. Don't trust them. Terrible customer service

I will NEVER be buying another product from Bauerfeind again. I’ve purchased 3 items before this and have been satisfied, however this time around I feel like I’ve been scammed. First, I entered my measurements to get a size from my brace, which was all fine and I ordered the one recommended. However when it arrived, it was just a little loose, so I re-entered my size to make sure I had the correct one, only to be told I’m now in between and need to contact them. That’s how they get you. When I decided I needed to return it, I was able to quite easy. Then once it arrived back I get an email saying I would not be refunded because of fraying damage where the Velcro had touched fabric. I only tried it on once. Placed it back in box after it was too loose. So after one try on, I’m told it’s damaged and that can only offer a percentage of the return, claiming it was my fault for the fraying. I only had to pull the Velcro to try on, once, then again to take it off. So they blamed me for the second take off saying I must have bit placed it correctly and it’s frayed the material. Absolute scam and not acceptable. They would not budge on a percentage return and I was left not receiving a full refund. So BUYER BEWARE, they will find the loosest thread and place blame back on you, even for trying it on once. There is no returning as they offer, they will obviously find something and blame it on how you take it out of the box, try on and repack. One try on! I’m still in need of a brace, which I told them I was wanting to get one based off my surgeon’s recommendation, I explained that I would not get one if I couldn’t get a full refund, they opted to choose the percentage refund only over an existing customer and a return customer still in need of brace. I also stated I would be leaving a 'true' review of my experience and they were still ok with me doing that, rather than applying a full refund and a future purchase of a brace. So here it is! Company values are questionable, very questionable.

I purchased this knee brace in preparation for the upcoming ski season, so it was some time before I had the opportunity to try it on. When I finally did, I discovered that the size was too small.
I contacted the store hoping to exchange it for a larger size, but was told this was not possible because the 30-day return period had expired. The brace is brand new, unused, and still in its original packaging. It cost over $300, and I wasn't seeking a refund—simply an exchange for the correct size.
I explained the situation and asked for the matter to be reviewed by management, but the request was declined.
I find this approach extremely short-sighted. A simple size exchange would have cost very little and could have turned me into a loyal long-term customer and advocate for the brand. Instead, the experience has left me disappointed and unlikely to purchase from the company again.

I absolutely would advise you not to deal with Bauerfiend NZ .I suffer from carpel tunnel and ordered an outrageously expensive wrist brace , #BFNZ -6209 total price being $352.90 NZD .I was a size 2 and after measuring my wrist found to be on the cusp of size 2 or 3 both with exactly the same Sizing .Customer service was literally nonexistent so was unable to speak to anyone directly .Opted for the size 2 and tried it on .on arrival ,but made my hand go numb as it was too tight .I managed this time to correspond with a customer service of sorts and had to send back with a promise of refund for postage …which was $40 .Total price now paid $392.90 NZD which was a huge cost ( certainly not worth this amount ) I got an email to say they had received it but it was frayed supposedly ??..after 1 try on …they would send it back to me free of charge .I was furious and told them so they offered me a one off 70% refund .No mention of refunding the postage even though I was told I would be .I eventually received $198.06 back from the $392.90 paid …more like half of what I was owed .please do not deal with this company ,it will cost you big time!!

I got the Rhizoloc thumb brace and the grey lint keeps collecting fluff, dust and gets dirty after 2 h of use , I told the company. They weren’t interested and told me to get a new one, which I can only order online for way too much money this is basically bad product design , it should not collect fluff from your clothes after use and honestly if I was the company i would look into this how to optimize this, and would be more helpful in customer service

Described my knee status and they recommended a product which I bought. Tried it on once and it wasn’t right. Cost me $50 to return it and their assessment team said the material had pulled where the Velcro had touched just outside the receiving aspect of securing the strap. They said no refund so $440 NZ plus return fee down the drain. I argued the point and they said ok we’ll give you 70% back on your purchase so effectively $100 plus dollars out of pocket and no knee brace. This is an archaic response in an online shopping world where others would provide full refund or another product. Buyer be very careful as they are not at all a customer friendly organization.

Caveat emptor! I bought their $250 shoulder brace on the basis of their rerun policy. The brace did not provide the support I needed so returned in. It was literally back in the box 15 minutes after receiving it. I received a response that the product had “fraying” on the straps where the Velcro adhered. Further that the product had the slight scent of heat cream which I do not wear.

Summary the product is over priced and the warranty is worthless. Let the buyer beware!!!

Absolute waste of money. Could’ve bought the same thing for $20 and would’ve lasted longer.
I had a cancer removed on my leg and had my leg up for three weeks. Nothing I did to make any hole in the stocking it gave away at the seams. I went to claim under warranty and asked for a replacement the best deal I got was 20% off if I bought another pair
It’s disgusting they were faulty at the same broke loose and then a whole appeared. Even my doctor said that that’s a lot of money. You could’ve got them cheaper.
I believe paying this amount of money would get me the best instead. I just got a subquality item. Do not touch these.P

Avoid this company like the plague. The sizing was incorrect: I measured myself 4 times, including having someone else complete it to ensure accurate sizing. Upon returning the product for a store credit after having it on for all of 3 minutes to check sizing, they have stated that the product is frayed. It was not, and any damage sustained was likely from the team as I had raised a complaint about their electronic communications previously. I am beyond livid and will proceed with contacting Consumer Guarantees in New Zealand. On top of that, the Bauerfeind website is a NZ one, but everything ships out of Australia, hence my review on here. The company is misleading; the returns process is laborious, and the communication is poor.

Avoid this company. I ordered ankle support. It arrived in NZ as it is ship from Australia. I tried it on for sizing and also suitability for hiking. Returned it as find it not suitable for hiking (their website says for hiking). Company replied no refund as found presence of frayed fabric. I only tried the product on for sizing. For price of the product if there were frays from me trying it on (and not used at all), product not fit for purpose. You need a microscope to check product when it arrives for frays. Do not trust their return assessments.

Buyer BEWARE, I ordered a pair of compression leggings using their online sizing tool which were too small when they arrived. I requested for an exchange for a larger size or refund which they refused to complete, and their customer service is non-existent. Get this... "THEIR POSITION IS THAT ALTHOUGH THEY DO NOT NOTIFY PURCHASERS THAT THEY DO NOT ACCEPT RETURNS OR REFUNDS PRIOR TO MAKING YOUR PURCHASE IT IS NOT THEIR PROBLEM" To be clear their online sizing tool does not work as intended and their business practices are questionable at best. Next steps consumer affairs Victoria or VCAT for resolution

This place is a joke, left hand wasn't ever taught how to talk to the right hand. Called on Friday and was told it was back ordered with no notice but sill available for sale on there website as in stock. After my call ended I looked at site again no longer in stock. The person told me they had more coming in Monday and I would see It Tuesday, I called in Tuesday and was told they where closed for presidents day, and was shipping out today she promised. So now I call in told it was back ordered once again. I am pretty sure this company has no clue what they are doing and I can see a employment line in there future.

Please avoid buying any products from BAUERFEIND. I purchased two knitted knee braces, and both lost their shape within two years — completely overpriced for something that wears out so quickly. I assumed it was a one‑off issue, so I recently bought a wrist support. It has been only nine weeks, and the knitted cover already has fluff on it, despite me washing it exactly as instructed.

The company doesn’t seem to care about its brand reputation. They keep repeating that items are “out of warranty” or asking for more photos because they “can’t see any damage.” The issue isn’t damage — it’s the fact that these products are expensive and should last far longer. If the wrist support is already showing wear after eight weeks, there’s no chance it will last a year.

Can't return goods I threw out their packaging and return label. I had measured as instructed twice but shoulder brace was too tight. I went through online portal as instructed to return goods. No return address, label or instructions to return goods provided. Just post office addresses. Rang them several times and chatcrap. They said they would email me a label to print out. They didn't. Just templated email. No address, instructions, or label. Packaging return label could not be deciphered when removed from garbage.

They also corrected my order number.

They rang me back to insist I go through the Portal routine again though they acknowledged they had received my earlier lodgement via this portal.

I attempted to do so but got an error message. I told them this and they didn't believe me. I tried my emailed order number and the one that they provided without success. Obviously blocked on their system. I took a screenshot. I will take a screenshot of goods as well.

NEVER deal with this company. I acted in good faith but from above comments and my experience they make it impossible to return goods or get a refund. It seems that their sizing may not be a good guide either. For the cost of the goods this behaviour is inexcusable. I would not have bought the goods except that they promised exchange for incorrect fit. I've bought Donjoy and Mueller knee braces without sizing issues. I've also bought Donjoy back braces without sizing issues but had no trouble exchanging one for a larger size. The goods appear sturdy but are of no use of the size is wrong. The passive aggressive customer service operators could not be more unhelpful, but go through ridiculous suggestions like treating you like an id*ot and wanting you to do the portal again though they already have your portal application.

SINCE THEN THEY HAVE REMOVED MY ORDER NUMBER FROM THEIR AU PORTAL AND CLAIM TO HAVE NO RECORD OF THE PURCHASE.

DO NOT BELIEVE THEIR CLAIMS ON SIZING AND 30 DAY REFUNDS. IT IS NEARLY IMPOSSIBLE TO RETURN AN ITEM FOR EXCHANGE OR REFUND IF IT DOESN'T FIT.

It is obvious from dealing with them they have little intention to honour their return claims.

Fair Trading complaint is next. Please if you have had similar issues do likewise.

They offer 30 day warranty but if the Velcros touches the fabric, it frays. They won't then honour the warranty. They should have a warning about that on the product before using. You need to be so careful when taking off for that reason.