Osprey Europe Reviews 

Nay at Osprey was so very helpful. My rucksack is over 15 years old and I did not think that the strap I needed would be available. However Nay was able to source it and send it to me without a problem. This is why Osprey deserve a full 5 star rating for an excellent customer service experience.

I've been a backpacker since 2014. As a german I obviously started with Deuter, which was always okayish to me, but after a while your backpack is getting smaller and lighter. That's why I bought a Osprey EXOS 58. I've been using it for 3 travels in Africa (5-7 month each) during Covid years. After that I bought a Osprey Talon 44, although the EXOS is still working perfectly, even getting more light weight. I used it in Asia (6 month) and Australia (5 month). At some stage, I also had a Osprey Hikelite, but that didn't fit my personal requirements. I'm 100% convinced by the quality of all this products. I also should mention, that I'm using a cover to protect my backpacks to extend its lifespan.

I had an issue with the discount during ordering. Sara from the customer service was helpful and very friendly. Pragmatic solution and everything was fine afterwards.

I had a query about some Osprey products and had an excellent response from Sara via email. Such a great explanation and helpful advice on what I was after and it was clear she took time to explain every detail to me and offer further help if I needed it.

This is the kind of customer service businesses thrive on. She deserves to be recognised for her outstanding service. Sara would be my go to person for any further help I needed. Service like this is exactly why I would go back to the same brand, because you know you are getting from a customer perspective.

Thank you Sara!

I have great experience with Osprey backpacks for years and years. I recently bought a new one (Farpoint 40) and buckles from daypack which came with my Farpoint 70 weren't compatible (model differences), so I wrote to Osprey's support team and we resolved an issue in 3 days with Nay, who helped figuring out best solution and arranged a shipment of adapter straps to me.

I've used my Osprey Syncro 10 for well over a decade. It's been through countless MTB trips, fell in rivers, got abused and hurled through trails and never gave an inch. Recently, the belt buckle and some small plastic parts finally gave out and broke.

When inquiring about the availability of spare parts, Nay from Osprey's customer service immediately dispatched the broken parts at no cost to me. Very impressed to see the company support their products for such a long time.

Sara from customer service was incredibly helpful. I asked for a VAT invoice and she immediately responded an proposed a few options for me. She then made the invoice for me super quick and efficient. Top service!

My rucksack split aling a joint , it was a simple process to put in a claim and get the repair agreed
Fast repair and returned well packed and looks amazing . Thanks
Love the brand and appreciate the fab service

Had some issues with my order (discount code somehow invalid), approached customer service, got help very quickly. Exactly how it is supposed to be!

Nay was very helpful!! Thank you for everything.

I am extremely disappointed with the customer service I have received from Osprey. I returned a backpack by post almost one month ago after it was collected by DPD directly from my house, and I still have not received my refund.

Since the collection, I have had little to no communication. I have sent multiple emails and either received no response at all or very vague information that has not helped resolve the issue. The only place I managed to get any replies was through Instagram messages, yet here I am a month later with no backpack and still out of pocket.

What makes this even more disappointing is that I have been a loyal Osprey customer for over 10 years and always trusted the brand and service. Unfortunately, this experience has completely let me down.

I purchased Osprey gift cards online and received invalid/fraudulent gift cards. Osprey customer service confirmed the cards were flagged as fraud but refused to issue a refund or replacement. I have filed complaints with CFPB and BBB. This is unacceptable and I am warning other customers

I had a very positive experience with Osprey customer service. Nay was incredibly helpful, friendly, and quick to respond throughout the whole process. I requested spare parts for my backpack, and they kindly provided them free of charge. The support was efficient, professional, and much appreciated. Thank you for the excellent service!

The bag I bought came and it has an amazing build quality, couldn’t ask for anything better. Unfortunately, the resovoar was broken but there support team was extremely helpful and had a replacement sent out straight away. Thanks to Sara for your help!

Top Notch customer service:

I lost one of my sternum strap. Nay was helping me promptly.
Response from support: We ship it to your location.

Osprey lives up to their values and it is the reason my next backpack purchase is an Osprey.

Thank you, Nay.

I ordered two products, a travel backpack and a packing cube. Firstly, really impressed with the daylite 26+6. Unbelievable price to quality ratio, comfortable, light and looks great. I haven’t used it as a personal item on a flight but it’s going to be great for that! The packing cube had a slight defect, so I got in contact with customer service. Sara from the customer service team was great! Timely responses and got a replacement product sent out straight away after sending a photo. This is how customer service should be. The packing cube also looks great and I’m looking forward to using it when it arrives.

I bought a backpack more than 20 years ago, and the backpack itself is in good condition. However, the zip pulls unsurprisingly have worn away over time. Remembering that they have a lifetime guarantee/warranty, I put in a request for a set of replacements. Nay took care of everything quickly and efficiently, and the zip pulls were sent and delivered. If only more companies were like Osprey and more employees like Nay!

Great customer service!

Sara support me with an issue with my order, as I ordered an incorrect item. She was very polite and went above and beyond to chase it, and ensured the process was smooth.

Thank you :)

Small issue with a bundle not applying properly. The customer service rep fixed it very quickly and sent the refund through straight away.

Part of my order was missing upon arrival (through no fault of Osprey - I think it was the carrier) and Sara in the customer services team rectified the issue quickly and to my full satisfaction. Thanks very much Osprey and Sara in particular!