Gregory Europe Reviews 14

very poor service.
Delayed the delivery due to warehouse. If I hadn't written email to enquire, I didn't know they have a problem of delivery. Siknce its delayed, I request to use a fastest courier service but with no reply. All numbers shown on customer service and emails are not valid. Never order things from them again. Avoid!

As an owner of several (make that numerous!) Gregory products,some dating back 35+ years, I can honestly state that I have nothing but praise for this company. You can imagine just how much wear and tear zips, drawstrings,straps, buckles pockets etc get when you spend months on the road. Notably, recently my Baltoro 85 ( which contains the extremely useful sidekick pack) was in the baggage compartment of a bus on way to Vienna, Austria. After dropping passengers off at airport, the driver drove away with my pack hanging out on the road, creating big holes in the lid pocket. Obviously this is not covered by warranty. I contacted Gregory's to see if they could repair this old model lid+ a new drawstring for the day pack. Some time later, a brand new lid arrives, plus a brand new 'side kick ' pack at no charge!
Cannot recommend this company enough. Adventure Pete.

Great product and very helpful customer service.

I'm using the targe skitouring Pack an I'm very happy about the Performance

Best comfort and function in the market. Could be more edgy on design and more specialized models

I used a verte ski backpack on my ski trip this year. It was very good!
Eveything close by and the backpack was very thin making it perfect for the chairlifts.

Great Backpack for my hiking trips. The customer service is really good. One of my strips broke and I got it immediately fixed.

Great products, great support!

I bought the Deva 70 liters backpack and I am so happy with it! I didn't want to use a suitcase during my trip, so I went for a backpack and absolutely loved it! I was able to store so much into it & it felt very comfortable on my back and hips. I was a bit in doubt at first which size I had to buy for the torso length, but the Small felt great for me (and you can still adjust the backpanel so that great). I recommend!

Two back packs ordered, not good, uncomfortable.

Requested a return, I was sent two return postal UPS labels, but they had originally been sent in one box.

So I called them to clarify this. They said best to send individually, as if I sent together it may cause confusion, and the refund would take a month.

So I had to find packaging, box etc for the second return.

It stated I was supposed to request the return collection, but the guy said he would do it to save me the hassle, but he couldn’t get into the UPS site. He asked if I could drop them off, I agreed I would, to save the trouble.

So I drive to the next town to the drop off, the labels would not scan.

So ended up not being able to drop off, had to take parcels back home again.

Life lost, what an absolute shambles.

I’ve now had to send a request for help thru customer services.
I’m not holding out much hope.
What a waste of my time, energy.
Pretty unhappy.
Gregory sort your returns out!

Trust gone.

Never in my life have I regretted so much my choice for a backpack via the Gregory website over the same used backpack on Vinted.
The whole procedure was a nightmare. I bought the €119 backpack on 14/04/23 en finally today, after three months (!), my issue is completely resolved (but still leaves me very dissatisfied).
First, I did not receive a track and trace code. After contacting the customer service, I got a code. Something was wrong with it, had two visits to the post office (my name was not on the package). Then, it turned out to be the wrong backpack, it was a small €30 Samsonite backpack. I kept the backback to have some leverage, though they were fast to send a return label for that backpack. After a month (!), I finally received the right backpack, but I received it too late as I needed it for a trip. Also, the colour did not match the colour on the website very much (it was much greener and less blue-ish). But of course, I could not send the backpack via the standard procedure, because it has been more than two weeks (!). So I immediately requested a return label via the customer service. After two weeks, I sent my email again. After two weeks, still no response. They were ignoring me. Finally, when I threatened to file an official complaint (!), they were fast with sending me a return label. They also forced me to send back the backpack that was delivered wrong.
Result: after four months, I finally have my money back. I spent - without exaggeration - hours and hours of stressing and struggling with their slow customer service. I got my money back and nothing more, not even a coupon to apologize or something. I feel extremely dissatisfied, this was a total nightmare. I can understand a mistake - they said to have had a major change in their logistics and I was very understanding at the time. But this should not last for four months! I don't know how this organization works, but it seems to be highly inefficient and unprofessional. Never again.

Item not delivered after months and no feedback from company. Going through PayPal to get a refund.

My backpack failed after just over a year (the stitching on the hip fins came loose). It comes with a "lifelong guarantee", but be prepared for battle if you have to engage with them.
Not only is the service abysmal, they also fail to own up and apologize for it. The company they tell you to contact doesn't do it's job? Not their fault. The contact form on their website doesn't work? Not their fault. You didn't magically know to contact samsonite even though the website doesn't mention this? Not their fault. The company they arrange to pick up your backpack doesn't show up? Beyond their control.
Finally THREE MONTHS after initial contact they can admit the backpack is indeed faulty, so what is their response? "You can have this other backpack which is in no way similar to the one you originally had, and once you take receipt of it, we will consider the matter closed. No, you can't try to see if it fits you first, that is not our policy."
They're now saying they'll refund the original purchase price as though it's an extreme gesture of goodwill. Not good enough, considering I've now had to cancel or change travel plans for three separate trips (and yes, they were well aware of the dates involved, they just don't care).
This is the company you'll have to deal with in the EU/UK if you have any issues with a Gregory backpack, no matter where you purchase it. Please think really long and hard before you buy any Gregory backpack in this region. (I had had various raving reviews from friends in the US about this company, but turns out the EU branch simply does not care).