Osprey Europe Reviews 1,346

Great help from Sara today in customer services with regards to validating a bag I bought recently from a 3rd party seller on Amazon - feeling much more assured about my purchase now and have registered for the guarantee - thanks Sara

Well considered that I contacted the wrong company entirely, Stephanie was swift to reply and even provided the link that I should have used. It was above and beyond, and gratefully received!

Pretty shocking that such a large and reputable company don't offer any way to contact customer care by phone.

I ordered a rather expensive backpack and accidentally entered an incorrect delivery address (a mix of my old and new addresses) at checkout. I realised my mistake immediately but was not able to contact customer care quickly to resolve the issue; they had a 3-5 day wait time and delivery was 1-3 days.

I sent multiple emails with urgent subject headings with no reply. I was not able to change delivery address (before the parcel had left their warehouse) or cancel the order. I was also surprised that the item was allowed to leave the warehouse with a nonsense delivery address.

Thankfully they replied through instagram in 3 days and recalled the parcel. At least their social media team is on the ball. But I find it very frustrating that there was no way to contact customer care with an urgent issue - a 3-5 day wait time is ridiculous!

I hope they introduce phone lines soon.

Sara at customer services was fantastic - I received the wrong bag after a mix up at the warehouse. I needed the correct one for my trip in a couple of days and she had it dispatched immediately. My email was replied to within an hour or so rather than the usual 2-days or so for some companies.

I recently contacted customer care to enquire about whether I would be able to register my birthday gift of a backpack for which I did not know where it was purchased.

Stephanie responded promptly to let me know that I would be able to do that, and further explained that Oprey stand by the quality of its gear and is committed to ensuring customer care, regardless of where it was purchased. That was so good to learn!

I ordered the black nebulus 32 a d there was a small issue with the delivery. Stephanie at Osprey sorted it out in no short time with a more than satisfactory outcome ☺️. Ive had lots of Osprey bags jn the past and have always been impressed but now I am also impressed with the customer service. Thank you Stephanie.

ALL my luggage is Osprey.
It’s expensive BUT it’s well built and, until recently, I’ve never had any issues.
My Osprey Transporter was used mostly when I travelled. It was the bag I kept all my valuables and electronics in and it basically went from airports to hotel rooms and back. It never got tested badly and never got wet.
BUT it started to fall apart.
Not what I expected from an £80 bag

I got in touch with Osprey and they told me about their “All Mighty Guarantee” that said that they would repair or replace, any damage, free of charge. Sounded good.

I was told that the repair or replacement turnaround was currently “2-3”. There wasn’t a word after the “2-3” and I assumed that was days.
As this bag is now my work bag I needed it back asap so sent it next day delivery at a cost of around £15.
Osprey confirmed it had arrived and then confirmed that repair or replacement turnaround was 2-3 WEEKS!! I was not happy but there was nothing I could do.

Last week I asked what was happening with the bag as it was over two weeks.
Someone called Nay told me that they would find out and get back to me.
That was the on the 27th of November.

I’ve not heard anything since.
Once the three week milestone passed on the 1st December I asked again, what was the latest on my bag.
That was four days ago. I still haven’t heard anything.

I honestly think that my bag IS faulty. It shouldn’t have had the problem it did and Osprey should replace it because any repair, in my mind, won’t be invisible or as good as a new bag.
Saying that, it’s been three weeks now and this is just taking the p*ss!!
It’s my daily bag and it’s a pain not having it. I wouldn’t have let them have it if I’d have known it was going to taken a month!

So in short, awesome bags and luggage….until they develop issues. THEN the Osprey customer service machine is crap!!

Osprey provided the best customer service I have experienced in years, especially during the busy Christmas season. Sara from the customer service team was amazing from the start, responding to my query promptly and completely resolving my issue within 24 hours. Sara was very friendly and provided me several options to resolve the matter above and beyond what I had expected. I will continue to recommend Osprey as a brand, not just for the high quality products but the amazing customer service too.

Stephanie was super helpful today. Very quick response, got everything sorted with little effort.

I ordered the ‘Fairpoint Wheeled Travel Pack’, the ‘Fairpoint Fairview Travel Daypack’, along with a couple of the ‘Daylite Packing Cube set’. The delivery was very quick and the quality of the products are great! Very pleased with my purchases and am looking forward to using them for my travels.

The customer service was excellent. I somehow accidentally ordered two of the Travel Daypacks and Sara contacted me almost immediately and assisted me with my issue. Very thankful for her help! She even sent me a prepaid DPD label!

Stephanie was incredibly helpful in getting my lost Osprey order refunded. She was prompt, friendly, and proactive throughout the entire process. Thanks to her quick communication and dedication, everything was resolved smoothly. Truly excellent customer service!

Stephanie sorted my query really quickly and answered additional questions promptly and accurately. Great advert for the company!

Got replacement parts many many years after purchase of my bag, completely free, quick and super easy, without any hassle, thanks to the 'Almighty Warranty'. In my opinion, this is a outstanding level of customer service and a commitment to sustainability and repairability. Highly recommended.

Stephanie was incredibly helpful. Thank you.

Had a broken pack and sent it for repair, couldn't be repaired so i got a voucher for the full (!!!!) price (even after almost 10 years of using it) and then when i had issues with the voucher Nay from customer service saved me and helped me out like an absolute legend!

Beautiful products but unfortunately the bag I order for my daughter was bigger than I had anticipated so I had to return it. DHL put me through hell but Sara from Osprey made it easy. THANK YOU! Will be ordering my replacement immediately.

Just had a 7 year old backpack repaired under Osprey's lifetime warranty (All Mighty Guarantee). Really good service and contact with Osprey (Nay) and Mike (Scottish Mountain Gear) was excellent. Both my sons have Osprey backpacks and I have daypack - I wouldn't have any other brand. Thank you.

Osprey is 5 stars quality at 360 degrees!

I had a problem after I purchased my order and they replied to my email in less than an hour, on a Friday. The kind Sara was a great and fast problem solver, with a very gentle attitude: thank you so much!!

My family gifted me the Fairview 40L and the daily 15L, which you can carry together, for my 2 month travel and they are perfect: good quality, lovely color (the night jungle blue)... Unfortunately they didn’t know I already bought the 40L in zircon red, that I'm returning back (I like them so much that I thought to keep them both for a sec!) and I'm sure I'll not have any problem at all with this as well.

Osprey is officially in my top favorite brands and I highly recommend it :)

I have an Osprey Back Pack for all occasions from Urban Laptop carry to Multi-Day expeditions. Whilst Osprey products are 1st class, their customer service is even better. A great team and great customer care policies. I asked a question of Osprey on Friday and today, Sara sent me a very detailed reply. Well Done Sara, very knowledgeable and a brilliant descriptive reply.

Sara sorted out my issue within a matter of hours! What a hero. Great customer service.