Osprey Europe Reviews 

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

Order OSP28000014680. Placed this order (1 backpack) on Sunday 14/06. On Monday evening (15/06) you sent me an email saying that my order had shipped. Today, 4 working days later, i see on DHL's website that they haven't received my package yet. This means that my package is still at your warehouse and that it obviously hasn't shipped yet. How is it possible that a package that is in stock in Brussels, needs more than 5 working days to reach Madrid? I sent your customer service an email 2 days ago, which obviously they haven't replied to.

Osprey customer service is amazing. I put in a request for repair with a few photos and got a response in about a week. Unfortunately my pack could not be repaired but they arranged to send me a replacement and my old pack has been returned to be used on future repairs. The process was very easy and I feel really comfortable buying from osprey in the future knowing that if there's any issues they will be responsive.

I got the Firn 18 snowsports pack at the start of the season, perfect size for on the resort, slim enough to be comfortable on a chairlift, but still hold two bottles of water, sandwich, spare layers and lots of snacks.

Really shines for bootpacking on resort or off resort on a day trip. Skis attach easily a-frame or diagonal and the wide shoulder straps mean it's super comfy, other backpacks have left me bruised but 15kg in this one (inc skis and boots) was very comfortable over 4 hours of hiking, no bruises! Also love that it comes with the helmet holding bit.

I also use it as a carryon for flights, fits nicely under easyjet seats.

I purchased a 30L Hikelite rucksack on 14th May for an upcoming hiking holiday. On its very first use, the stitching on one of the side pockets came undone. The damage has continued to worsen every time I put a water bottle in the pocket, making it clear that this was a manufacturing fault rather than the result of wear and tear.
I contacted Osprey immediately to request a return and replacement, as I do not believe a brand-new backpack should require repair after a single use. Instead, I was told that my only option was to send the bag away for repair. I find this completely unacceptable. When a product fails the first time it is used, customers should not be expected to accept a repair as the solution.
At £85, this backpack was not cheap. While it may be one of Osprey's lower-priced models, it is still sold as a quality hiking backpack from a premium outdoor brand. The fact that it started falling apart on day one is extremely disappointing and raises serious concerns about quality control.
To make matters worse, the customer service experience has been incredibly frustrating. Responses take 5–7 days, there is no customer service phone number to call, and every interaction feels slow and unhelpful. Instead of resolving the issue, I have been left without a reliable backpack and with little confidence that Osprey values its customers once a sale has been made.
I chose Osprey because of its reputation for quality and durability, but my experience has been the exact opposite. A backpack that fails on first use, combined with poor customer service and an unwillingness to take responsibility for an obvious fault, has left me thoroughly disappointed. Based on this experience, I would not recommend either this product or Osprey's customer support.

²Osprey provided a five star service when the sternum strap broke on my backpack. The team handled my problem extremely well and Scottish Mountain Gear did a wonderful job on the repair. I couldn’t be more grateful that I have my backpack back ready for its next adventure. It's so refreshing to be looked after by a company that was genuinely helpful.

Hello,
I ordered a bag at Osprey, but I missread the size. I needed a bigger size bag.
Sara from the Osprey customer service assisted me during the hole process.
Thank you for her reactivity

Breast strap on our Ozone backpack broke, probably due to age and overloading. Contacted Osprey US who quickly put me in touch with Osprey Europe. From a short explanation and a photo, Sara of Osprey quickly dispatched a replacement strap and a link on how to attach it.
Excellent service, thank you Osprey, thank you Sara

bought an ultralight osprey shoulder bag. it's flimsy, made of extremely thin material and overpriced. a massive disappointment!

I have now purchased 2 Osprey bags and I am impressed with the quality of the product.

I was extremely impressed with the level of customer service I have received from Osprey Europe with an enquiry about a product, the service received from Sara the Osprey representative was five star.

Sara promptly replied to my email whereby I requested product information, she was professional and displayed great interpersonal skills.

Therefore a well deserved 5 star ⭐️ rating for product and service.

Their guarantee is the real deal! I completed a request form and Nay kindly replied within a couple of days.

They included helpful info (such as how to attach the new sternum strap) which was very much appreciated.

In these days of all the new 'boutique' travel bag makers, Osprey remains the GOAT.

I had an issue with my Osprey backpack, which is already more than 10 years old. I only use it for long-distance travel, so it hasn’t been in constant use, but still — it’s over a decade old.

I contacted customer support, and the problem was solved quickly. They arranged the replacement parts without any hassle, and I’m very greatful for the good service.

Great support, fast solution, and a company that really stands behind its products. I’m super happy. Thank you, Osprey!

Thanks Nay, very good support