Osprey Europe Reviews 1,346

I purchased a travel backpack. Delivery took 2 business days, no problems.
When I needed assistance with the product, they were very helpful and responded to my inquiries within 1-2 business days.

I was a little bit doubtful when I couldnt find anything on the website relating to the return of faulty items and no telephone contact numbersjustemail contact However I am now greatly impressed with the speed of the resolution. First contact was sent at 4pm on the day of receiving the faulty item. At 11.11 a.m.the following day I received an email back from Stephanie in Customer services, a photo with a couple of short emails were exchanged and by 11.36 a new item was to be sent which I received two days later with no further inconvenience on my part.

Sara was great in helping me out! Thanks

Outstanding customer service, prompt response and gave superb help/guidance on choice of backpack.
Sara has been superb, a credit to Osprey and her professionalism has committed me to Osprey.
Based on this experience, I recommend Osprey with complete confidence - and I recommend Sara for immediate promotion!

Customer service is amazing and the responses are quick and helpful. Carly helped me with everything in a very professional manner. I would definitely recommend Osprey to a friend

The products of this company are nothing less of amazing. Great quality, wonderful and sustainable designs. I love everything about them.

I also want to single out Carly from the customer service department, who handled my request in such an appreciative and professional manner. She really took the extra mile to assist me and make sure everything went smoothly. If it wasn't for her, I probably wouldn't have ordered my backpacks in such an instant fashion. You don't see such a good customer service anymore in today's age.

Easily 5 stars!

We bought the Osprey Poco Plus to carry our baby safely on hikes. The rain cover — an essential part of the pack — failed the very first time we needed to use it, during routine/careful use, hiking in the Julian Alps. It tore at the point where the velcro tabs attach to the base of the pack frame. Osprey markets its gear as “innovative and highly durable.” That has not been our experience.

What has followed is months of truly appalling customer service.
- We were required to post the broken item at our own expense.
- Osprey sent the replacement to the wrong address.
- We repeatedly had to chase basic information, including where the item was being sent and when it might arrive, taking cumulatively hours of time and effort
- We were offered a 20% discount code for future purchases instead of a proper resolution.

As I write this, we are days away from our only summer holiday, which we had planned to spend hiking with our one-year-old and still have no working rain cover — no protection for our baby against wind or rain. This pack is designed and sold specifically for parents to use in exactly these conditions. The pack itself is brilliant, but the support behind it is unreliable and disappointing.

We chose Osprey over cheaper alternatives because we believed the product would be safe, robust, and backed by excellent customer service. That belief was misplaced. I strongly advise other parents to look elsewhere.

I had ordered two separate orders and didn’t want to pay for return postage twice so I emailed customer service (Carly) and she made it clear that it was okay to do this as long as I put both return forms into the package. Unfortunately a little error occurred during the refund process and only half of my return was refunded but again Carly sorted this issue out within around 1 hour of my email. Brilliant customer service.

Such a good experience. I had an issue ordering and forgot to put my discount code in. Osprey quickly emailed me back, applied a refund as soon as my bag was delivered. Carly was very pleasant too

Very good feedback from Sara! Thank you!

Excellent customer service, very happy with Osprey's replacement of a damaged pack. Carly was very helpful throughout - recommended.

Amazing customer service! My bag I bought in 2014 finally gave up after 11 years, and I saw that there is a warranty for the body parts. As the wheel had broken and there was a tear I thought I'd see if there was any chance of a fix, thinking its probably not going to happen.
But they said yes send it in and they'd check it out. I then got an email saying they couldn't fix it but they'd offer me a whole NEW BAG for Free!!! It was incredible service and super easy to choose a new one of the same model. They even took my luggage tags and sent them back to me! Really happy will always buy Osprey in the future. Thank you so much to the entire team.

I purchased the Transporter Roll Top Pack specifically for its advertised rainproof capabilities. Unfortunately, I had to return it due to a serious design flaw: the front pocket adjacent to the main compartment has no zipper or protective flap just an open slot for quick access.

That pocket is completely exposed, and there’s nothing stopping rainwater from pouring in. It essentially turns into a bucket during wet weather. Even when the main compartment is fully packed, the opening in that front pocket remains, leaving a gap for water to enter freely.

What’s worse is that this flaw isn’t obvious in the product photos or videos they make the bag look sleek and secure, but they don't show how vulnerable this pocket is. On top of that, I had to pay for the return shipping myself, which added to the frustration.

It’s baffling that such an oversight made it into the final design. Until this issue is addressed, I can't recommend this bag to anyone who plans to use it in unpredictable or wet conditions.

I only had some scratches on my Duffle bag and send a pic with them to the support. A day later Carly was writing me, offering me to send the package bag or get a refund.
The service was really quick and very nice!

Just like to say how impressed I am with the Atmos 65l rucksack, I used it for lands' end to John o groats, wearing it for 57, days and had no strap marks or rubbing, front access for the water bottle was a easy way to reach it, and being able to remove and replace the walking poles without even stopping is another good feature, really impressed and definitely worth purchasing, kind regards Paul 🙏

I needed help choosing a backpack and mentioned this to a colleague whilst working at Glastonbury and what can I say. The response was unbelievable the knowledge base was fantastic all questions answered were professional and to positives and negatives of the Osprey packs were explained. I could not have got a better service had I been in the head office. We have then gone on to purchase three packs for our pilgrimage on the Camino Santiago. Thank you so much Luke Griffin you are a credit to the company.

The order I placed was a first order and I saw an email advising of 10% discount for initial order; I placed the order, neglecting to input the discount cod. I contacted customer support and Sara applied the discount in retrospect - fantastic customer service ☺️

I had to return an item and Stephanie was incredibly helpful and went above and beyond for me.

Absolutely Exceptional Spa Experience!
Debbie is an excellent spa therapist
From the moment I walked in, I felt welcomed, relaxed, and completely taken care of. The atmosphere was serene and beautifully set up to instantly put me at ease. My therapist was professional, attentive, and incredibly skilled — they took the time to understand exactly what I needed and tailored the treatment to

I've had a couple of pack returns recently, as well as an issue where I ordered the wrong size of pack.

Sara was particularly helpful, resolving two issues at once whilst being very responsive. She made the whole process very easy and helped me solve something I'd been having trouble even getting a response to before.