Customer feedback in these reviews highlights consistently strong after‑sales support: many reviewers describe fast responses, rapid replacement parts, and case handling that restored the product quickly. At the same time, multiple reviews point to recurring product issues (broken pizza stones, ignition or regulator problems, occasional damaged deliveries). Prospective buyers should weigh the brand’s responsive service and ready parts replacement against the reported durability concerns, and check warranty and spare‑parts availability for their model. For comparison shopping, consider reading model‑specific reviews (Koda vs Karu) and clarifying the company’s replacement policy before purchase.
Examples from available reviews (Dec 2021 – Feb 2026).
Ooni sent a replacement stone within an hour after request.
“within an hour of a very easy online request process I have a new stone on the way.”
Gas sometimes fails to stay alight, causing frustrating cooking.
“gas does not always stay alight when igniting the gas ooni”
Ooni resolved product issues quickly and sent unexpected free replacements.
“Ooni insisted on sending it free of charge”
Ooni investigated missed delivery and resent the order promptly.
“they would resend my order, which has now arrived.”
Most reviewers describe fast, helpful after‑sales support and frequent, no‑hassle replacement of parts or units when problems arise.
A few reviewers call their purchase the "best purchase ever" and strongly recommend Ooni, but explicit price/value comments are limited.
Many users report regular, enjoyable use (learning dough, frequent pizzas); a minority report frustrating ignition or reliability issues.
Several reports of component failures (stone breakage, ignition problems, corrosion, damaged items on delivery) contrast with some praise for materials.
Reviewers frequently note prompt email responses, clear instructions, fast processing of requests, and arranged couriers for replacements or collections.
Overall reviewers are satisfied: most highlight positive outcomes from support and continued enjoyment, though isolated durability concerns exist.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Collected.reviews (1) · Quotes shortened · As of: February 2026
Ooni easily honored warranty for a broken stone.
“Our stone broke and they warrantied easily.”
After getting an Ooni oven, the reviewer makes pizza more often.
“I am now eating more PIZZA than ever!”
The reviewer praises excellent products and excellent customer service.
“Excellent products with great excellent customer service and support.”
Ooni offered to replace the cracked stone.
“they simply offered to replace it.”
Ooni's products and support are outstanding and staff are prompt.
“customer service team is prompt, knowledgeable and friendly.”
Reviewer states products and customer service are excellent.
“Great products and excellent customer service.”
Ooni replaced oven feet free and provided helpful advice.
“Ooni have replaced the feet-free of charge and offered helpful advice”
Ooni replaced a broken heating element and arranged oven replacement without issues.
“the oven is being replaced for a Volt 2 with no issues.”
Ooni resolves issues efficiently without red tape.
“they are there to resolve the issue without hesitation, effcient and no red tape.”
Support arranged a free replacement stone and provided clear communication.
“they arranged a replacement stone to be sent out free of charge”
Service was attentive, understood the issue, and resolved it quickly.
“Excellent service,very attentive.”
Eric resolved the mixer issue promptly and politely; support is top tier.
“Eric from the ooni experience team was able to resolve my issue promptly and politely.”
Long-term owner experienced quick and friendly support when contacted.
“they were always so quick to answer and really friendly.”
Ooni shipped a replacement stone by Sunday and delivery arrived within two days.
“on Sunday they had already shipped the new stone, which I received 2 days later.”
Customer service handled a return helpfully and provided a free heavy-item return.
“I was able to return such a heavy item free of charge”
Support responded within an hour and shipped replacement parts immediately.
“they responded within an hour and had a replacement parts shipped out immediately.”
After-sale customer service was prompt and quickly resolved the issue.
“Great after sale customer service.”
Ooni provided a replacement hatch within 48 hours free of charge.
“For free aswell, not even shipping costs!”
Products are excellent and possibly matched only by customer service.
“Ooni's products are second to none.”
Ooni responded within 24 hours and sent a free replacement part.
“have already sent a replacement part at no cost to me.”
Ooni replaced a cracked stone promptly after contact.
“they shipped me out a new one right away.”
Ooni resolved product issues quickly and sent unexpected free replacements.
“Ooni insisted on sending it free of charge”
Ooni replaced lost parts quickly over a weekend with fast service.
“in less than 24 hours I heard back”
Gas sometimes fails to stay alight, causing frustrating cooking.
“gas does not always stay alight when igniting the gas ooni”
Communication with Ooni was excellent and reassuring.
“Great customer service”
Ooni sent a replacement stone within an hour after request.
“within an hour of a very easy online request process I have a new stone on the way.”
Ooni quickly replaced the oven and arranged courier collection.
“they quickly agreed to replace the Oven”
Ooni sent a replacement part quickly and free of charge.
“sent me a replacement part at no cost.”
Customer support promptly and courteously resolved delivery damage.
“they dealt with the issue promptly and very courteously.”
The Karu 12 appears built with top notch materials and is fun.
“top notch materials”
Ooni customer service continues to be top notch.
“As always Ooni customer service is top notch!”
Ooni support replaced a corroded part without issues.
“the Ooni support team replaced it without any drama.”
A staff member quickly diagnosed and provided the correct replacement part.
“Meeky at Ooni got our pizza oven working again.”
Ooni sent a new regulator and instructions, restoring oven function.
“Oven now working as new with new regulator fitted.”
Ooni investigated missed delivery and resent the order promptly.
“they would resend my order, which has now arrived.”
Ooni sent a free replacement pizza stone within 24 hours.
“Free of charge, no questions asked.”
After years of use, Ooni's support was great when contacted.
“they also have a great support team.”
The oven delivers excellent pizzas and Ooni resolved issues quickly.
“more than 250 pizzas have been baked in this small amazing oven”
Ooni promptly replaced the product after receiving a video.
“a new one was on the way.”
A replacement stone arrived two days after it broke.
“just two days later a brand-new stone arrived.”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarized without changing the content of reviews.
Ooni makes compact outdoor pizza ovens and related accessories for home cooks. The brand offers gas and wood/charcoal models (examples include Koda and Karu), pizza stones, and modular accessories sold direct-to-consumer and through retailers. Common online searches focus on model comparisons, customer support, replacement parts and build quality.