Osprey Europe Reviews 

An airline broke the chest strap on my 4-year old Osprey rucksack. Nobody here in Brno (CZ) knew how to fix it. No local repair shops, not even the outdoor shop where I bought it. I asked Osprey directly, and it was an amazing experience. A person called Nay sent me the strap right away, with multiple emails and even a video explaining how to attach it. Just perfect.

Ordered a reservoir middle of June and upon receiving the item found it to be faulty and leaks. Have contacted customer service but have received no contact form Osprey. Can only describe the customer service as appalling. No phone number and it would seem no concern for customers.

I had an issue with a Hydration bladder and Sara sort it out in record time. Fantastic customer service - the main reason I'll stay with Osprey.

Nay solved my problem to obtain a replacement for my old Osprey Farpoint, which could not be repaired. In the first attempt I did not get a replacement. Today the new Farpoint arrived.

Nay from the customer care was extremely helpful and fast. I got a little piece broken and asked for a substitution. Immediate reply, fast solution and shipping of the part. Amazing!

Need replacement buckles for my lightweight backpack.
It needs a bit to understand for the aftersale team what I really need. But with the great help of Nay from the Aftersales Team I got exactly what I wanted. Some very nice and light straps and they fit. They looks durable - perfect for replacement or a future repair I need to do. And the best: it was for free. Thanks for that.

Purchased two Sojourn 80 Wheeled cases 19 years ago. They have been all over the world. One was damaged by baggage handlers and replaced with another bag a few years ago. The second was finally coming to end of life recently. Contacted Osprey about repair. Osprey decided it could not be repaired so sent a new one completely free. Astounding service. Never experienced this level of service with a company before. We have many other Osprey bags and have found them all to be of very high quality. Wouldn't buy any other brand of bag, backpack, etc.

I had broken a buckle of my tempest 40 liter. I emailed Osprey giving them all the information of my bag, and whitin 10 days, thanks to the help of Nay I received my spare part, without any hesitation. Amazing work :)

Sara resolved my issue immediately !
Very helpful

I have three osprey rucksacks. Brilliantly comfortable but two are now getting older and have had a lot of use. The main issue is the buckles being plastic can be flimsy and when I’ve tried to use the mighty guarantee the website form asks for a part number. Neither rucksack has one and I resort to doing my own repairs. I’ve contacted Osprey and the reply I received directed me to fill in the form totally overlooking the fact I can’t get past the part number. I’m not impressed with the guarantee or robustness of their packs especially as they tend to delaminate inside. Osprey price themselves above other brands but they’re not delivering on quality or customer service. I won’t be buying another.

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