OSPREY LONDON Reviews 

I bought an Osprey bag in-store a few months ago.

The stitching at the bags strap came undone and it broke. I returned to the store, asking them to refund me the purchase cost, but they said all they could do was give me a credit note for the cost of the bag. They acknowledged that this was a manufacturer fault in the bag (which is also printed on the receipt I received).

With the credit note running out I returned to the store yesterday with the intention to use the money on the note. I found a bag I was interested in and spoke to the shop floor, explaining the circumstances. The store had a 25% discount running on all items but I asked if, as a gesture of good will, they would give me a higher percentage given my circumstances. Supervisor Ellie was initially understanding and readily offered to increase the discount to 30% but that was the best they could do.

I told them I would be back in a few hours after thinking about it, as getting this bag would mean spending more money in osprey, which really wasn't my intention as it felt a bit like a forced purchase as I didn't want my credit note to run out. And with the circumstances of me recieving the credit note on the other item being faulty, I did feel a bit put out that I would be spending more money.

I returned a few hours later to get the bag. Ellie said they couldn't give me the 30% discount and said they had called their manager and had been mistaken in offering it. I stated that I was disappointed she'd offered it in the first place.

She started shouting at me. She kept repeating she couldn't give it to me and was screaming at me in the store. I've never been shouted like this in my life. I was really taken aback. It was a really horrible experience. I didn't raise my voice. It was really horrible and honestly ruined my evening. I just left the store then as she seemed to want to escalate and kept shouting at me. Her colleague who'd been there in the store earlier and who I had also spoken to earlier didn't get involved, presumably because they knew Ellie was not doing the right thing. I would never shout at someone over a 5% discount or a misunderstanding. It was ok that she'd made the mistake, but I don't understand why her mistake is a valid reason to shout at me.

After all this, I don't want to return to the osprey store whatsoever. It's the only store local to me and it's a 1.5 hour round trip, and I understandably never want to go back there. I've sent you a photo of my credit note via email; I'd like you to just refund me the amount on there.

The customer service of osprey has been very unfortunate. In the first instance, with the service regarding the faulty item, which I was told was under a 6 year warranty . And then my experience in store following that. I can't believe a member of a high end store would scream at me like that. I have no words at all.

I've sent all this information to your customer service team via email, but no one has gotten back to be. Truly abysmal service.

Contacted Osprey London as I was gifted a hangbag and the strap sustained damage through occasion wear/usage. I contacted in the off chance not holding out much hope of a resolve as I had no receipt. I was able to advise when it was purchased so that helped.
A new strap has been sourced and is being sent out to me - I am so happy with the outcome and can’t thank them enough as the bag can be used for years to come now instead of being thrown away.
Thank you again Ellen

I bought a leather travel bag at considerable expense a couple of years ago as Osprey had a great reputation. Disappointingly the zip no longer works and on contacting them they refused to help suggesting that I contacted a third party at my expense to repair my 'vintage' bag. So so disappointing - the US branch of Osprey have much better service and guarantees. This is useless and I would never buy anything from them again. The bag cannot be used as the zip won't close.

Adeline Weekender Bag in black. This arrived today and it is lovely! Beautiful leather, quality metalware and a great size. It’s practical, good-looking and - I’m pretty sure - will age gracefully. Everything you could ask for in a bag that will take you away for a night or two.

I inherited an Osprey messenger bag from a relative, but it was missing its shoulder strap. I didn't hold out much hope of getting it replaced, but even though Osprey doesn't hold spares, their very helpful customer service team sourced me a strap and sent it super-quickly, so that I could use the bag on a trip. Very kind and impressive service.

Very disappointed with Osprey customer service.

I purchased a Madison phone bag which failed on its first outing. Clearly insufficient stitching to keep the strap eyelet in place.

I contacted customer service for a replacement but the bag was out of stock so I suggested that I use a well known reputable leather bag maker to fix the strap. Osprey were not in the least bit interested in helping with a repair. They refused to cover the cost of the repair, even though I accepted doing it at my own risk. They advised that they do not cover the cost of repairs by external companies, but they refused to carry out the repair themselves. Not the response I had hoped for from a reputable company like Osprey.

Gorgeous shop with a great selection. Great service and a lovely experience! Jan Lamour is a legend!

Lovely people who always make it a great place to stop by for a nose. Excellent place to shop for a gift (just be ready to shop for yourself too!).

I am writing to share my recent experience with your customer service team regarding a defective bag that was purchased as a gift. Unfortunately, this experience has left me quite disappointed, and I feel it is important to bring it to your attention.

Three months after receiving the bag, the metal buckle broke completely, rendering it unusable. Following this, I reached out to your customer service department and was initially in contact with Sarah Ahmed. Regrettably, my interactions with Sarah were frustrating; I felt that my concerns were not adequately addressed, and I repeatedly had to provide the same information. This made the process more cumbersome than it needed to be.

Eventually, I was referred to Melanie Blackwell, who was more responsive and willing to assist. However, despite her efforts, my issue remains unresolved to my satisfaction even after three weeks of communication.

As loyal customers who have spent thousands of pounds on Osprey London products, both my parents and I are disheartened by this experience. It is our hope that this feedback can contribute to enhancing your customer service processes, as we expected a higher level of support given our past loyalty to your brand.

I called Sarah at Osprey London customer services after getting muddled up with a return. Sarah was so helpful, polite and friendly and did exactly what was need to resolve the issue.
I am so grateful for her help and really appreciate the speed and easy communication.

I am a returning customer and have bought from this company before. On this occasion it was a present for my husband so huge dissapointment caused by Osprey. I would give zero stars if possible for this company now for the way they treated me. They are happy to take your money and then make you wait 5 working days for your items to even be despatched. Customer Service agent lied to me stating it was being dispatched the day I complained and tracking details would be sent to me. I got nothing. The next day I complained again and was told it was still being done. I wrote to the founder Graeme Ellisdon and got a poorly written response saying it was being looked into. He chose to ignore my second email when I asked to cancel my order and have my money refunded. Clearly he couldn't careless.
Customer Service have lied to me and clearly the senior managment dont give damn about their customers so I won't be buying anything from this so called luxury brand again. There are so many other better choices out there and ones that actually care and respect their customers.
I am editing my review to respond to the reply below from Osprey which is disingenuous to say the least. I did reach out to them and they ignored me. So again more false information from Osprey.

A beautiful handbag received as a birthday gift. It was carefully packaged and felt really special. I was delighted to receive a gift from a lovely British company.

Tracey and the whole team made an outstanding effort from start to finish to find the right item for our trip. Thank you all.

Excellent customer service following an issue I had with a worn handle on a laptop bag. Replacement handle supplied within 24 hours

I ordered a bag, it arrived promptly but I didn't like the colour. Went online did the return only to find there are no inpost lockers in NI. I emailed customer service and they replied immediately. Helpful as usual.

Absolutely delighted with my new, red 'phone bag. It not only looks great and very neat but the quality/design, etc. is outstanding! I will enjoy using it a lot and feel ' safe ' using it. The strap is also easily detachable, if required.

Wanted to give zero stars but not an option. Terrible product which fell apart after 2 weeks. Wrote to customer service with images of leather peeling off and zip falling apart. Customer service response (Olivia) was terrible. She took no effort to read my email and gave standard response. I didn’t even write to ask for refund but was trying to be helpful by giving feedback of the fault. AVOID THIS COMPANY AT ALL COST IT IS NOT OF THE QUALITY THEY ADVERTISE THEMSELVES AS. This is not the first time I bought from them - the Wallet also fell apart after 3months usage.

Stacey the deputy manager was absolutely outstanding, such a lovely store and bought a stunning bag and purse and such a great deal will definitely be back again.

O2 North Greenwich store - I bought a bag from your store, I loved it. It was a well done to me gift. For finally getting a permanent position at work.

Thing is, I really wanted it in navy, 3 times I'd not seen it in store, in navy. So settled for black.

Then during a half term visit, there it was in navy.

Lucy was lovely, Lacey (sorry if I've not spelt it right) I spoke to on the phone. The most amazing kind humans.

I popped in today spoke to a lovely lady, long blond hair (so excited forgot to take her name), Lacey was at lunch. Pure joy, having a quick chat. Bag exchanged and next bag stored in memory. Also a uni bag for my daughter maybe. The customer service received OUTSTANDING.

I know it might sound small, but you've no idea. I will tell everyone to shop there. I will be back.

The kindness and compassion bestowed upon me today was magical. In this world it's the small things that matter the most.

Please please pass on my thanks. Kuldip

We honestly had a great time shopping in Osprey. Emily could not have been nicer or more helpful and was very knowledgeable and engaging and the deals there are great. Emily introduced other things to us once she realized what we were looking for and we got the perfect bag. It's a lovely shop with great staff and it's worth popping in if your in the area.