Osprey Europe Reviews 1,346

Brilliant post-sales service, great to see that this still exists in 2025. We had a strap on an Osprey backpack which disappeared during a recent flight to Peru.
Very pleased to see how it was handled, replacement strap arrived in no time, making sure that the backpack will survive for years to come. Very client focussed, spread the word !.

My beloved Soelden Pro 32 did get a hole when I slided down a rock slab. I contacted Osprey for support and they told me it was covered by their ALL MIGHTY GUARANTEE.

Rose from Ospreys support team gave me excellent service. Unfortunately the pack was beyond repair but replaced it with a brand new.

Kudos!

Carly in customer services was really helpful when I couldn’t get the new customer discount code to come through in time for me to place an order.
All good.

Terrible customer service. I was sent the wrong bag (their mistake) . It arrived without a packing slip . There’s no phone number so you have to email. This takes 3-5 days for them to reply. They then said they would send details for the bag to be picked up again nothing . 3 weeks down the line I’ve still got the wrong bag with no refund and no way of returning the bag . An absolute nightmare to get hold of anyone. 😡😡😡😡

Ordered a running backpack from Osprey, £5 for delivery. Unfortunately a little small and want to size up but it’ll cost me to return and then reorder (exchanges not an option on website). Frustrating having to spend up to £15 on delivery fees for a product. Quality of backpack itself is good and nice strong colour (hence the 3*), wish I’d found, tried on and bought in a store.

Outstanding - I have needed a couple of repairs on a bag that has covered thousands of hiking and running miles for over a decade. Each time the customer services have been efficient, the service has exceeded all my expectations - and they have just replaced my decade old pack for me because they could not repair the latest wear. Extremely impressive.

The experiences I had with Osprey customer service ensure that I will never risk buying from them in future. There is only one means of communicating with Osprey with a warning that if you email multiple times, your query goes to the back of the queue. It took 19 days to get a refund for goods that I never received. My requests for updates were ignored. The phone line is just a recorded message. There was no apology for withholding my refund and no admittance of responsibility for holding up a DPD investigation. I would never order from Osprey in future.

I ordered a bag directly from Osprey UK and delivery was fairly quick, however the package contained two bags both completely different from the one that I had ordered. I emailed the customer service address recommended on their website and 10 days later have still not received a response. It is impossible to contact them by telephone. They have no chat system and all that is left to me now is to complain to my credit card company. Truly the worst customer service experience I’ve had in many years.

Customer service team provided quick and helpful responses. Sara in particular I had ongoing communications with. She was very helpful.

I though did dislike paying to return the items. Would have preferred even a prepaid label where the amount was deducted from my refund. It’s quite a lot of hassle to post so much back given the price of the goods is a lot

Customer service though was very helpful - thank you

I was slightly confused 'cos the backpack looked different to the photo and Sara was very kind and helpful to clear this topic. Thanks a lot, that was a fast help and most important, absolutely helpful.

Sara was excellent in communication and info given. I was enquiring about the new Osprey Daylite Plus Ltd pack and she answered all my questions on point and in a pleasant manner. Thanks Sara! :)

I recently got back from a 1300 mile hike (along PCT) using an Osprey pack. I did experience a malfunction of the back pack (chest strap detached) although we did a repair whilst on the trail. I sent the details and pack back to Osprey so they could try to repair it. However, they could not complete a repair so they offered me a new backpack as part of their lifetime guarantee which I received yesterday. There are not many companies who offer this sort of guarantee particularly for hiking equipment, so full credit to Osprey for doing this. I really appreciated the support of the customer service team and believe their approach regarding lifetime guarantee continues to set them apart. Thanks! Neal

Woeful customer service. I ordered a backpack from them online and received no confirmation or communication for days. Luckily I had screenshot the order number. Emailed and some time later finally received confirmation the item had shipped.

I have no returned the bag to Osprey as it was no good. I had to pay for the return. I tracked the return and can see that it has been returned almost 3 days ago. No confirmation of receipt from Osprey and now when I search my order number it says it does not exist.
No response from customer service. No number to call on. No online chat.
Website says "pack experts available online" but there is no option to chat to anyone anywhere.

Trusted brand. Customer service was exceptionally good. Online purchase system can be improved. Made the purchase mid afternoon, no order confirmation (only an email requesting my confirmation to subscribe to their marketing email) even by next Morning. Contacted Customer Support via email, got an auto reply stating due to volume of inquiries, expect an answer "within 3-5 working days!" However to my surprise, a CS rep by the name of Stephanie replied within hours, and clarified the situation. A very reassuring response that was greatly appreciated. And the merchandise was actually received the 2nd day. Overall, very good and positive experience.

Ordered over 2 weeks ago - no update since then. No tracking ID. No info on the parcel. No response from customer service in over 2 weeks. about to put a chargeback on my cc. unacceptable.

I think the ordering system could be improved, with a quicker confirmation of order, but Stephanie in client service was absolutely brilliant, I notice some people here talk about waiting days for a reply, but my issue was dealt with next day, the bag has arrived and it is perfect

1) I did not receive any confirmation email after the order.
2) The order arrived with the wrong size.
3) The return portal does not show any return button. My order is there but there is no return button or form anywhere.
4) Customer service is unresponsive for a week after one email was sent. I did not dare send another one because they have this warning "Emailing the team multiple times results in your email automatically moving to the back of our queues".

I am currently stuck with the wrong backpack and no possibility to return or talk to anyone for a return.

Three weeks into the HRP with my brand new Osprey Eja Pro 55 and a strap snapped. The point where the shoulder strap attaches to the main body of the rucksack completely pulled out of the rucksack. This would have been a disaster but for the fantastic service from Rose at Osprey support. She arranged a new, replacement rucksack to be delivered to a campsite I would reach in a few days, allowing me to return the broken rucksack once it arrived. Fantastic service, Thank you so much! Disappointed that the rucksack failed, but can't fault Osprey's guarantee and service.

Had a problem with my (10 years!) old Exos 58 pack so I contacted Osprey via their AMG (EU) form. Rose at Osprey got back to me quickly and resolved my case perfectly. Really impressive service form Osprey - next pack I am buying is Osprey for sure..

There has been a problem with the currier, so my order arrived late. Despite all, thanks to the consumer service (Alicia helped me) we've solved the problem and the products arrived: everything is perfectly designed, made out of excellent materials and quality finishes. Alicia also ensured that I was reimbursed for the shipping costs, and this attention is worth more than the problem encountered.