Osprey Europe Reviews 

They got back to me quickly and were efficient. Nay was cordial and sorted out the problem in good time. Would recommend

Amazing service! I needed a small part for an 8 year old pack. Customer service representative Nay sent it out free of charge. Faultless service from Osprey.

I had the pleasure of dealing with Nay, who handled the replacement of my backpack after some parts were damaged.
She was incredibly helpful, responsive, efficient, and friendly throughout the entire process. The replacement was handled very quickly and without any hassle. I highly recommend Osprey—their products are excellent, and their customer service is truly outstanding. I recommend this brand 100%.

I reached out to Osprey because the drawcord on my much‑loved Renn 65 had finally worn through after years of use. Nay handled my request, and I couldn’t have asked for better support. They were friendly, quick to respond, and made the process of getting a replacement string incredibly easy. It’s rare to receive customer service that feels genuinely human, but Nay delivered exactly that. Thank you for helping me keep my favourite pack adventure‑ready. Yet another reason to trust Osprey.

I had a slight problem with my purchase. Emailed, and got a very nice and quick reply from Sara saying a new one had been sent .
Great company to buy your backpack from .
Regards
Susan

A clip broke on my Osprey backpack whilst climbing Ben Nevis in June 2026.
I contacted Osprey via email on my return. Within 24hrs I had the lovely Nay contact me. After answering a couple of questions regarding my said clip, she told me that a replacement clip would be sent. I received this clip 2 days later!!
Brilliant service with no quibble!!
Friendly staff to sort out problems!!
Prompt reply and exceptional service from Nay at Osprey!!
Thank you so much May for sorting out my problem so quickly!! Much appreciated.

Brilliant service and communication from Nay and the team.
Great customer care from the start

Osprey customer service is amazing. I had a bag that had some internal damage I wanted to get repaired. They said unfortunately that they couldn't fix it, but very kindly offered a replacement instead. I dealt with Nay, and he was great. Love this company!

I've had an Osprey backpack for mountain biking for a few years and think it's great. Recently I had a buckle break and was looking on the Osprey site to see if I could find a replacement part. I was amazed to find the pack had a 30 year guarantee. I filled out the form and hear back from Osprey a few days later. Nay checked what size I needed and got a replacement shipped the next day. Very impressed and many thanks.

I had a doubt about a warning on the tag of my new hiking backpack. I got to be followed by Carly from the costume care who was very kind, she fully answered my question by also attaching sources and in-depth articles. I am grateful to her and I am really satisfied with the treatment I received

Ordered a discounted bundle and the order did not attach to the cart properly so ended up not receiving the expected order. Sara at Osprey customer care was great and super responsive fixed the issue for me really quickly. We love the Osprey products that we have and it's great that the customer care team operates to the same high standard. Well done to Sara

A second bag that I bought from Osprey developed a similar issue. I raised the issue with Sara from the post sales team. Well within the advertised lead time, she replied to my enquiry with the minimum of fuss, and the utmost professionalism.

It appears that the lifetime warranty is a joke. I returned my backpack, and they said it would be replaced with the new model. It's been over two weeks now and despite sending email after email, I've heard nothing back. They have stolen my old backpack and given me nothing! Incredibly disappointed. I just bought a new daypack from them too as their service seemed to be good, but I will be returning this too now. Sort it out! I am now left without a backpack ahead of an important camping trip. UPDATE: This was rectified. It appears a member of staff went off sick and left a mess. I now have a new replacement bag. Unfortunately, it isn't the same as the original model but that was out of stock.

The hip buckle of our (almost 4 year old) Poco Child Carrier was broken. We contacted Osprey and Nay immediately organized the shipment of a replacement hip belt. Quick service without any hassle.

Excellent service and help in resolving my problem.
Thanks Nay

regards Jan

I got the support from Nay. They helped me with everything in a efficient way!

I bought a terrific Osprey shuttle bag a few years ago. I couldn’t wish for better luggage.
Not only is it solid and practical, but if I need anything replaced Customer Service ( in particular Nay) has been wonderful.
I am really grateful. Thank you Sajjana

I had an excellent experience with Osprey Customer Support. Nay provided outstanding service from start to finish. She was friendly, professional, responsive, and genuinely committed to helping me resolve my issue quickly.
The communication was clear throughout the entire process, and I always felt that my case was being taken seriously. It's rare to receive this level of customer care nowadays, and Nay truly exceeded my expectations.
Thank you, Nay, for your exceptional support. You are a great ambassador for Osprey, and I wouldn't hesitate to recommend both the company and its customer service to others.
⭐⭐⭐⭐⭐

A wonderful representative named Nay was very considerate. He was very patient and tried his best to help

The sternum strap on my backpack broke, so I contacted Osprey through their website and submitted a repair request form. The process was simple and easy to complete.

A few weeks later, I received a response, and Osprey sent me a replacement strap free of charge.

It took them a bit long to respond, but I did get an email warning me that it would take some time.

I am very happy about the service