Osprey Europe Reviews 1,346

After reading a good review of an Osprey bag, I ordered via the website.

I always take a screenshot of my order number, glad I did.

No email acknowledgement of order, money has been taken from my bank.

Osprey offer no telephone contact service, which is disgraceful for a company selling premium goods, good luck with using the guarantee service!.

No web chat, no WhatsApp Business chat and a 3-5 day wait for an email response

We are big fans of Osprey products but this review is regarding their customer service and specifically Carly, the customer service agent I dealt with.
I was given a discount code to use with an on line order but then forgot to enter it when checking out. So I contacted Osprey customer service to see if anything could be done. Carly responded within a day and said no problem, they would process a refund for the discount once the product I purchased had shipped which all happened within a couple of days. Helpful, clear and efficient. Thank you Carly.

Absolutely shocking customer service, I’ve emailed 4 times now to say I want to return an item and they’ve just ignored that and refunded me for the shipping! Absolutely useless

After having a problem with transport, I contacted the costumer services and they helped me very well through fast and helpful respons. When my package was lost they send me a new one. Thank you Sara and Ospray-management !

My experience has been disappointing so far. After placing my order, I received a notification stating that it was on its way; however, no tracking information was provided.

Now, 12 days later, I still have no idea where my order is. I’ve sent several emails to web support team but have not received any response.

At this point, I no longer wish to receive the product and would like to request a full refund.

Genuinely disappointed with the level of service from Ospreys customer service team in the UK. Having no other means of communicating other than email you are forced to go back and forth to try and get an answer. The request was for specific hard back length information on two models. I was told and I quote
"We kindly note that we only provide the overall dimensions as listed on our website. We apologise for any inconvenience, but we do not take or record any additional measurements beyond what is published"
This is obviously not true as exact measurements of all the panels in the product are vital to ensure uniform product standards. The heights on the website are the heights of the packs when full and not an accurate representation of back length. When I politely asked them to contact there manufacturing facility in Vietnam I was ignored and my case closed forcing me to go into a retailer with a tape and find out for myself.

I've had fantastic customer service experience with Carly from Osprey UK.

Very helpful and dealt with my requests quickly and efficiently with a friendly tone in the emails.

Not everything goes right first time through no fault of the company and Osprey's customer service turned out to be top notch.

It is not often that I write reviews whether good or bad, but in this case the service I received demands to be recognised.
I have a Osprey rucksack that for one reason or another was missing the top cover. I looked online to try to purchase one but without any luck, so I contacted Osprey direct and was replied to by a lady called Shannon. From the first reply I felt reassured that Shannon was going to help me sort out the missing part. Shannon said she couldn't find a new one but would try and get me a spare, and a week later the missing part arrived free on my doorstep step. I always knew that Osprey made great products but to actually back this up with an excellent after sales service is exceptional. Thank you Osprey and a huge thank you to Shannon.

where is your customer service number? where is your chat? website is broken and there is no one i can contact my faulty item! email them already no reply yet. very frustrating just give me an option to contact you!

I had a much loved fairly old Osprey pack which had a problem. I recently discovered (or maybe rediscovered) their lifelong AMG guarantee. I got in touch and from the very first email their service was so helpful, friendly and professional.
They resolved my problem in a way which totally exceeded my expectations. I love their commitment to service, quality and sustainability. Integrity, quality, respect, stewardship are 4 of their 5 values and they shone through. I'm getting on a bit in age and their approach seemed from a different era - and I mean that in the most positive way. An era with personal service and quality products meant to last. Thank you.

Sara was very helpful in sorting out my return for a duplicate order. She kept constant contact to arrange return via DPD. I only wish they had a contact number on their website so that they could have cancelled the delivery of the incorrect item I ordered. But I was not charged for deliver or return.

Absolutely stellar customer service from Sara, kindness, compassion and efficiency. From my first email, everything solved and a replacement item sent out within 6 hours, cannot fault Sara, great service and proof Osprey stand behind their products. Will definitely be buying from them again

Sara helped me resolved my issue and I’ll keep using Osprey going forward for my family.

I purchased a bag pack and needed help. Stephanie in customer service made my purchase a smooth one! Her response was prompt and she was very helpful in every way. Stephanie is amazing! She is what makes Osprey Europe a great store. Thank you Stephanie.

Kalpna

I had an issue with the delivery - only one backpack was delivered out of two.
I reached out to the customer support, and they responded pretty quickly and helped me to resolve the issue by sending a new backpack.
Thanks, Stephanie from the customer support, for such great assistance.

Excellent customer service from Carly. Had an issue with my order. She got in touch quickly, resolved the issue promptly . Very professional . A pleasure to deal with and I will not hesitate to order again from this company now .

Fantastic service from Stephanie, who was able to thoroughly confirm and answer my question regarding the product I was interested in buying being PFAS free and she also gave me a 20% discount code to use on my next purchase! Great customer experience.

Great customer service! I had a problem with my delivery and reached out for explanation. Stephanie responded super quick, was very nice and helped me understand the issue right away.

I emailed customer service when my order went missing and Stephanie sent me an express delivery replacement to make sure I received it in time for my trip! Thank you Stephanie 😊

I ordered a pair of skates on 2nd August for my daughter’s upcoming birthday. They arrived on 6th August but were the wrong colour. I contacted the company immediately via their website on the 6th and again on the 8th, as I had not received a response and her birthday was fast approaching. I have also messaged them twice via their Facebook page.

As of today, 13th August, I have still received no response to any of my messages. My daughter’s birthday is on the 18th, so it is now unlikely that I will be able to resolve this in time.