A customer service as direct as our business model
At OS2O, we understand that customer experience is not a formality but an essential part of how we work. Our direct-to-consumer model is based on selling without intermediaries, allowing us to get to know firsthand the people who trust our technical garments. Every interaction with a customer is also an opportunity to learn and improve.
One of the most objective reflections of that relationship is the more than 2,200 reviews on Google Maps, with an average rating of 4.9 stars. In many of those comments, what stands out most is precisely the service received: friendly, fast, and effective. It’s not a marketing claim — it’s the voice of those who have already visited our physical or online store. Our founders are well aware of this. As Rafa recalls: “Problems will always happen; what differentiates one brand from another is how we respond to them.” That’s the vision guiding our work: it’s not just about avoiding issues but about being ready to solve them in the best possible way.
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At OS2O, we don’t look for short-term fixes. We prefer to dedicate time and resources to solving a specific problem today because we know that, in the long run, a satisfied customer will trust us again. It’s a vision that prioritizes long-term relationships over one-time transactions. The person directly responsible for Customer Service is Miguel, one of OS2O’s founders. Having a founding partner lead this area says a lot about how important we consider this task. And although not always, on more than one occasion he may be the one picking up the phone himself. More than one customer, asking “to speak with the boss,” is surprised to discover they already are — an anecdote that perfectly illustrates how much we value direct contact with those who use our gear.
Alongside Miguel are Héctor, Nuria, David, and Alejandra — a team that does much more than answer emails or manage orders. All of them are active athletes with experience in international expeditions to peaks over 6,000 m, ultras like Valle de Tena, Alpine routes, and above all, weekly activity in our nearby mountains. This firsthand experience allows them to truly empathize with every customer: they know what it means for a delivery to arrive on time before a race, or for equipment to perform as promised under demanding conditions.
Operating under a no-intermediary model brings another advantage: feedback on products reaches the development team immediately. What our customers tell us in each interaction not only resolves a specific case but becomes valuable insight for future collections.
Customer service at OS2O isn’t just another department — it’s part of how we understand the brand and a reflection of what we strive to offer. Listening, solving, and accompanying are what allow us to grow sustainably and continue creating FAST&LIGHT garments that meet the real needs of those heading into the mountains, maintaining the same standard of quality we demand from our products.
