OSPREY LONDON Reviews 

I had a bag where the strap had broken I emailed customer services with a picture of bag and received a new strap in post within a week. Brilliant service puts other companies to shame. I alway buy Osprey bags good design and price

prompt service from Ellen

I have several Osprey bags and love them all, but recently had cause to return one and encountered Ellen from the customer service team. Ellen has kept me up to date at all stages, offered a replacement or a refund (my choice) and I couldn’t fault the process. Well done Osprey.

Whilst I absolutely love every item I have purchased from Osprey (probably too many and growing) I am now able to speak about their staff and customer service in a way I'd not needed to until this week. It was my fault at not purchasing an item in time from the website so on contacting the head office and speaking to Ellen it was very clear that as first class as their products are, when you are in a pickle and need help, nothing is too much trouble. Ellen went out of her way to offer some help. That included me then contacting three stores and each and every lady I spoke to was as kind, considerate and helpful as Ellen had been. I was not wishing to purchase something expensive but it demonstrated to me that this brand are first class in every way. We can all be quick to complain when things go wrong but I cannot praise the people of Osprey enough. It will just mean I am more loyal to the brand but thank you, in times where nothing is easy and nobody has much time for anyone, you were the complete opposite. Love this company more and whoever does recruitment deserves a salute.

Bought a bag for my granddaughter. Arrived on time, very well packaged and looks great. Many thanks

I emailed customer service to request a Royal Mail label to arrange collection of a return, as i didn't have a drop off place near me.

They responded within two days and immediately issued a Royal Mail label for me.

Great customer service. Replaced a broken part without question or delay.

When I was in need of a replacement bag, Ellen was fantastic at dealing with my problem. In an era where good, genuine customer service is hard to come by, Ellen was patient, helpful, and most importantly, resolved my issue so that I came away feeling extremely satisfied and she did so in a completely stress-free way.

Outstanding customer service contacted re a lost crossbody bag strap. Ellen communicated promptly throughout all my questions. The exact strap wasn't available however she sourced an alternative which is virtually exact. So pleased amazing service something that is unheard of today from many organisations. Thank you again

Really helpful customer service. Thank you Ellen.

I have really appreciated the buying experience and the messenger bag I now have. I bought a leather backpack and just didn’t fit right and was uncomfortable. I got in touch with Ellen in customer service who was absolutely brilliant, sourcing a replacement that I am really happy with. Hats off to her and the company.

I raised a query about an Osprey a bag, which had no i.d. on it but was nonetheless bought by my wife at an Osprey store many years ago; so many in fact that nobdy was able to put a name to it. However, the agent with whom I made contact (Melonie Blackwell) persevered with the task for as long as was reasonably possible to do so and in the end provided me with sufficient information - without the need for a 'Spanish Inquisition' in the process .

I called OSPREY as I am very keen on their Men's Small Grantham bag which was available at a very attractive price too. I needed some technical info and so I called The Customer Services Team who answered very promptly and politely with Agent Ellen Webley who listened to my requirements and she used her resources and knowledge with another department overnight to produce a great solution the following morning. This was good old fashioned service at its best ....Bravo Ellen and Osprey .....

I received my purse with a small fault. The replacement was organised extremely quickly. I am very happy with the purse: beautiful leather and very well made.

For context, I have shopped at Osprey London for many years without difficulty and have never actually returned an item. I was previously a loyal customer but no more . I visited the York store last month and was considering a Weekender Bag . It was an expensive item and I was unsure about the size and whether the particular model would be big enough for my trip. The assistant however reassured me that I had 30 days to return the item and so on that basis I was reassured and bought the bag. I did not check the small print on the receipt but was not concerned as I had discussed this with the assistant. She did not make it clear that I would only be entitled to a refund if the return was made in 14 days . I returned the bag to the store 16 days later to be informed that I could in fact only receive a credit note rather than a refund. I asked the manager to escalate the matter and was told her senior manager refused the request for a refund . I had no option but to accept the credit note. I asked for customer services details to make a complaint and their response was that as a credit note had now been issued I could not be given a refund. The credit note is only valid for 6 months . The blanket response from customer services has simply been that they aim to provide clear information at the point of sale and understand my frustration (but won’t issue a refund). This is clearly a discretionary issue but as a previously loyal customer the response by the company is very disappointing and not customer focussed. There is no financial loss to Osprey if a refund is issued - they have an immaculate item returned which can be sold and in fact also have the benefit of my payment for the product . I however, have a credit note which will only be valid for six months and no items I wish to purchase. After this experience I will not be shopping at the store or recommending to others.

UPDATE - as suspected generic response. I was misled twice by the company - at the point of sale and when credit note issued. Very poor.

I needed to source a replacement strap for my husband's leather laptop bag after the metal fixing snapped (after 5 yrs of hefty use and long before any signs of wear on the leather!). Given it had been 5 yrs, I was happy to pay for a new one but Melanie from customer services arranged for one to be sent to us without charge. I was beyond impressed. This is clearly a brand that believes in its products. Super pleased!

I messed up my order and accidentally purchased the wrong colour of bag. Ellen W from customer service was absolutely fantastic, contacted the warehouse and managed to get my order changed before it was dispatched, really prompt response from the service team. There was also a problem with the Royal Mail delivery after Osprey London had dispatched it. As soon as I notified Ellen W I still hadn't received the item she was onto Royal Mail, sorted it out and the bag was with me the following day. So many companies would wash their hands and say it was the courier problem. Osprey took ownership, responded quickly and fixed it. The bag itself is also of excellent quality and exactly what I wanted. I wouldn't hesitate to shop with them again. Great, high quality product and exemplary customer service. A lot of other companies could take a leaf from the Osprey London book.

Bought a wallet which looked great, it arrived but within a couple of weeks the nipple on the wallet detached.

I messaged and was told that they no longer have the wallet in stock which was incredibly frustrating... So I could instead get a credit (not a refund) once returned. Start to finish it took over a month to get the credit awarded, and needed me to chase them up. Incredibly poor service, I ended up getting a Hidesign wallet, much better build quality.

I paid for 48hr postage and Royal Mail let Osprey down and did not deliver in the correct timescale.
I contacted customer service and Ellen provided an extremely quick and satisfactory service by refunding me the postage paid although it was Royal Mail’s fault.

My Osprey Clayton cross-body shoulder bag shed its buckle/clasp and was lost, as I’d neglected to fasten it securely. More in hope than expectation I emailed a photo to the Customer Service team, explaining the situation. I received a prompt response and whilst they were trying to locate a spare, I was repeatedly updated over the course of three weeks or so. I was notified that possible spares had been found and was sent photos to see if they were what I needed. They looked right and only days later, the have spares arrived by post. The service I received was prompt, helpful, attentive, and had a happy outcome. I am more than pleased, and am more grateful than I can say to the Osprey team for their kindness and care, and for a service which has been exceptional.