Osprey Europe Reviews 1,346

I had a very disappointing experience with Osprey Europe.

After purchasing the product, I encountered issues and contacted their support team. I received responses initially, and certain solutions and commitments were clearly promised. However, after that point, communication suddenly stopped, and my follow-up emails were completely ignored.

I made multiple attempts to resolve the situation in a professional and patient manner, but received no response or accountability. This lack of communication and follow-through is unacceptable, especially considering the expectations set by their own support team.

This has been one of the worst customer experiences I have had.

If needed, I am prepared to share full details, including screenshots of the conversation, to show exactly how this was managed.

Sara in customer support was extremely helpful with a return. The process was easy and swift. A company you can have confidence buying from.

I remember buying my sons first rucksack for primary school thinking do I buy a cheapish bag or spend a bit more on an osprey. I opted for the osprey and I’m so glad . My son used the bag everyday from primary through high school and then college, it was also used for holidays etc and although I am now going to retire it , it’s still perfectly fine, no rips, zips all still work perfectly.
Best investment I ever made.

Have previously had bags from them and are good quality so bought a few in the sale from their own website.

On delivery DPD left safe (historically accepted on the app) however package was empty. Osprey have said due to it being delivered they can only offer a 50% gift card. I have gone to citizens advice to try and get this sorted and although emailed them (replies usually take a week) with citizens advice response which they have stated is against my statutory rights and consumer rights act 2015 as breach of contract they are not moving and breaking the law so have drafted a letter to send with possible court action shortly following.

This should not be required and they should take responsibility of this debacle so will not buy from them again directly. I have since purchased bags from a different retailer so are now £172 out of pocket with no end In sight.

Great and quick help by Sara - thx!

Shit ass company with the worst costumer service I have ever experienced. Ordered 1 bag, got sent 10 and would have to pay import tax for all 10 to get my package. I have now sent 3 emails with no answer, first one being over a month ago. Package got sent back by default but probably not gonna get my money back for shipping because no one is working at costumer service in this company.

Originally received an incorrect model. Sara from Osprey handled the case very efficiently and expedited a solution whilst ensuring clarity in communication. Mistakes happen, it's how they are addressed that makes an impression. Very good..

Truly excellent customer service from Sara and Nay at Osprey. They really do honour their All Mighty guarantee - and then some. I was supposed to receive a replacement for a faulty pack which couldn’t be repaired, but the wrong product was sent out. Sara then sent an email confirming the correct pack would be arriving soon and, as a goodwill gesture, told me to keep the one sent in error. I’ve had many packs from different companies over the years, but I really can’t think of any other brand that offers this level of service. It really does set Osprey apart from the rest.

Customer service contact to fix a delivery error made by me (oops) responsive and good job from Sara

My backpack had an issue with the main zipper and some wear on the mesh back panel, so I contacted Osprey hoping for a repair. Although the pack couldn’t be fixed, the team handled my claim under the All Mighty Guarantee and replaced it with a new one.
The process was smooth, transparent, and genuinely caring. A special thank you to Rose — her kindness, patience, and warm communication made this experience truly exceptional.
Amazing customer service and a brand that really stands behind its products. What started as a problem ended with a big smile. Thank you!

Amazing service!

Thank you for taking an unbelievable lead on what excellent customer service looks like. Yesterday I received the replacement part just in time for our departure today. It is now installed and I’m ready to go.

Rose, from the Aftersales Team, you are a star ⭐

There are two sides to my experience with Osprey. The obvious one is backpacks. I have used my rucksack for a decade, doing teaching hydrology fieldwork in the October rain in the Lake District, spending full days in grotty conditions with the most comfortable and functional rucksack I've used. For my forthcoming summer long-haul travel I found the Sojourn, a large backpack with wheels, something that my aging back will be grateful for. All the (genuine) Osprey stuff is top quality, beautifully designed and functionally excellent.
The other side, experienced today was their customer support (email). Sara helped me to find the right cover for my Sojourn, being very helpful and friendly.
So yes, you pay a little more for their kit, but it is definitely money well spent.

I have a few Osprey bags and without exception they have all performed well over the years, including up on the high fells in the Lake District mid winter. They also offer decent 'real human' customer support, which is is rare commidity in our world, and so helpful when you have a question.

I had a pleasure of dealing with Sara today. She was extremely efficient and knowledgeable about the new range of backpacks that they are now selling. Sara was helpful, kind, and very accommodating when I asked for a free returns label to be sent to me. I very much appreciate her fantastic customer service.

Sara answered all my questions in a professional and timely manner and was happy to provide further assistance should I need it. Good to see Osprey customer service is as reliable as their products!

The backpack broke within half a year. For a product that is meant to last for a few years and the idea that this is a premium backpack I find this very disappointing.

I’m so disappointed to be leaving this review after so many glowing recommendations. I placed an order with Osprey and received an incorrect item. I sent three emails trying to get this corrected with no response. I decided to return the whole order as I was quite unhappy and found out if you have been set an incorrect item you have to have approval from the sales team! After another week of waiting for a reply I finally turned to the US instagram account team who got Osprey Europe team to reply to my email. Now I can see the parcel has been at their warehouse for weeks without a refund so I followed up earlier this week for an update but - surprise - no communication. For a company built on customer relations and repair services this has been a horrible experience all around.

Customer Service took a while getting back to me however, once they did Sara was absolutely sublime! Sorted my query out quickly and correspondence back and forth was speedy to get it resolved. Very professional and considerate. Thanks Sara and thank you Osprey for the continually great support

Sara from customer services acted with great professionalism and speed to sort out my missing bag.

Thank you Sara 😊

There was a mix up at the warehouse and I was sent the wrong item which was disappointing but when I was put in touch with Sara at customer services the mistake was rectified very quickly and my original order was sent out with next day delivery. Sara's response turned the experience around, rucksack has now arrived and looks great. I look forward to using it.