I made an order this morning, but was not giving the job my full attention and accidentally ordered an incorrect item. I rang Customer service and dealt with Ellen, who was very polite, efficient... Zobacz więcej
Reakcja na opinię
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Zobacz, co mówią recenzenci
Over the years, I have bought or been bought lots of leather goods from Osprey London and love them all. Their after sales service is equally impressive; the team have been amazing. I bought a bag... Zobacz więcej
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Fantastic customer service when I had to return an item late (due to a double up on birthday presents). Very quick to respond and keen to help. All the products I have bought have been high quality -... Zobacz więcej
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Ordered a purse for my mother’s birthday which unfortunately did not get delivered due to problems with DPD. As soon as I informed Osprey of this one of their staff members Ellen got back to me instan... Zobacz więcej
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Informacje dotyczące firmy
Napisane przez firmę
OSPREY LONDON is the British luxury leather company established by Graeme Ellisdon. Renowned for our vintage-inspired sumptuous leather bags and accessories for men and women, the OSPREY LONDON collection includes homewares and much more
Dane kontaktowe
Zjednoczone Królestwo
- 020306962323
- customerservice@ospreylondon.com
- ospreylondon.com
4,7
Doskonała
443 recenzji
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AMAZING customer service
I was searching for a bag which was sold out everywhere, I contacted Osprey customer services who were AMAZING and went above and beyond to help me find the bag and had it delivered to my local store within a few days. When I picked up the bag at Cheshire Oaks store again the staff were chatty and friendly and it was clear that they loved working for this company. I will return to purchase again. Thank you
31 lipca 2026
Opinia niezależna
Odpowiedź od OSPREY LONDON
Thank you so much for taking the time to share your experience. We're delighted to hear that Ellen was able to help you track down the bag you were looking for and arrange delivery to your local store!
It's also wonderful to hear your kind words about the team at Cheshire Oaks. Your feedback means a great deal to us, and we'll be sure to pass your comments on to both the Customer Service and Cheshire Oaks teams. We hope you're enjoying your new bag and look forward to welcoming you back again soon. Team OL x
I ordered a rucksack in there sale and…
I ordered a rucksack in there sale and tried to get the 10% off for joining mailing list this didn’t come through my connection wasn’t good bought the item anyway then the discount came through emailed them and they said I would get a discount sent back to my bank great quick service thx Millie Reynolds
31 lipca 2026
Opinia niezależna
Odpowiedź od OSPREY LONDON
Thank you so much for your lovely feedback. We're delighted to hear that, despite the initial issue with receiving your mailing list Millie was able to quickly resolve things for you and arrange the refund to your bank.
We really appreciate your patience and are pleased that you were happy with the service you received. We hope you love your new rucksack and look forward to welcoming you back again soon! Team OL x
Positive experience…
I want to share my positive experience regarding my recent request for a replacement leather bag due to a defect.
The customer support team provided excellent service, clearly explaining the process and offering several helpful options to resolve the issue. I especially appreciated their proactive communication throughout the process.
30 lipca 2026
Opinia niezależna
Odpowiedź od OSPREY LONDON
Thank you for your lovely review. We're delighted to hear that Ellen was able to assist you and keep you informed throughout the replacement process. Your kind feedback means a lot to us, and we'll be sure to share it with the team. Team OL x
Gold Standard sevice
Osprey were polite, prompt, efficient and used their initiative. This is the gold standard of customer service, rarely, if ever, experienced in the UK today
31 lipca 2026
Opinia niezależna
Odpowiedź od OSPREY LONDON
Thank you for your wonderful feedback. We're delighted to hear that Melanie provided a prompt, efficient, and proactive service. Your comments are greatly appreciated and will be shared with the team. Team OL x
I recently contacted Osprey to enquire…
I recently contacted Osprey to enquire about a replacement strap for my Lima bag .
Melanie at the customer service department was extremely helpful and sourced a replacement strap for my bag , I was kept updated on progress and have been so impressed with Melanie’s help , I have never had a customer service experience like this before.
It certainly proves what a quality company Osprey are . This is my third purchase from them and will definitely buy from them again . Thank you
30 lipca 2026
Opinia niezależna
Odpowiedź od OSPREY LONDON
It's always wonderful to hear such positive feedback, and thank you for taking the time to share your experience.
We are delighted that Melanie was able to assist you with sourcing a replacement strap for your Lima bag and keep you updated throughout the process. Providing excellent customer service is something we take great pride in.
We truly appreciate your loyalty to Osprey and are honoured that this is your third purchase with us. Your kind words will be shared with Melanie.
Thank you once again for your support and for choosing Osprey. Team OL x
Ellen was absolutely fabulous with…
Ellen was absolutely fabulous with Customer Care when I had an issue with my bag.
Ellen responded really quickly and resolved the issue. I cannot speak more highly of Customer Service from Ellen.
Kindest Thanks,
Jayne
27 lipca 2026
Opinia niezależna
Odpowiedź od OSPREY LONDON
Hi Jayne,
Thank you so much for taking the time to share your feedback.
We are delighted to hear that Ellen was able to assist you quickly and resolve the issue with your bag.
Providing excellent customer care is something we strive for, and it is wonderful to know that Ellen delivered such a positive experience.
Your kind words and recognition mean a great deal! Team OL x
Odpowiedź od OSPREY LONDON
Thank you for your kind feedback. We're delighted to hear that you were happy with the service provided. Your comments are greatly appreciated and will be shared with the team. Team OL x
Cut Grass candle
My daughter bought a beautiful Cut Grass candle for my birthday. Sadly the candle would not stay lit so hugely disappointing. I contacted Osprey and they were super helpful, apologised and sent a replacement immediately. Excellent service.
23 lipca 2026
Opinia niezależna
Odpowiedź od OSPREY LONDON
Thank you so much for your lovely review. We're sorry your original Cut Grass candle wasn't quite right, but we're delighted we could get a replacement to you quickly. We really appreciate your understanding, and we hope you're now able to enjoy your beautiful birthday gift. Thank you for taking the time to share your experience. Team OL x
Quick delivery and excellent customer…
Quick delivery and excellent customer service
8 lipca 2026
Opinia niezależna
Odpowiedź od OSPREY LONDON
Hello H, thank you so much for leaving us a review. We're delighted to hear that your order arrived quickly and that you had a great experience with our customer service team.
We really appreciate you taking the time to share your feedback and hope you enjoy your Osprey London purchase for many years to come. Team OL x
Feel free to ask Osprey Customer Service anything!
I purchased a great "man-bag" to hold my man-clobber but the shoulder strap was a little narrow for my "build". I asked Osprey (Ellen) if it were possible to exchange just the strap for a slightly wider one (I know I'm a fussy old bloke) but Ellen immediately researched and found a suitable wider strap and sent it to me free of charge. Absolutely brilliant service!
14 lipca 2026
Opinia niezależna
Odpowiedź od OSPREY LONDON
Thank you for taking the time to share your experience. Your comments are greatly appreciated, and I'll be sure to pass on your lovely feedback. I hope your "man-bag" and new strap continue to serve you well! Team OL x
Great customer services sorted the…
Great customer services sorted the problem with 1 phone call. Thank you
1 lipca 2026
Opinia niezależna
Odpowiedź od OSPREY LONDON
Hello Lou,
Thank you for your feedback! We're delighted we could resolve your issue quickly and efficiently. We appreciate your review and are always here if you need us. Team OL x
Great Customer Service- Ashford
Visited the OL store at the Ashford Retail Outlet. The manager [Sarah] was absolutely brilliant. Amazing customer service. Helped me look at different options - made suggestions - and all in an easy, light-hearted way. Wish all shopping [which I hate] was like this. Thank you.
4 lipca 2026
Opinia niezależna
Odpowiedź od OSPREY LONDON
Thank you so much for your wonderful feedback. We're delighted to hear that Sarah made your visit to the OL store at Ashford Retail Outlet such a positive experience. We will be sure to pass your kind words on to Sarah and the team. Thank you again for taking the time to share your experience, and we look forward to welcoming you back soon. Team OL x
I am very grateful to Allen Webley from…
I am very grateful to Allen Webley from Osprey for going out of her way to getting me the bag I really wanted. Honestly she is a STAR
1 lipca 2026
Opinia niezależna
Odpowiedź od OSPREY LONDON
Thank you so much for your lovely feedback! We're so pleased Ellen was able to help you get the bag you really wanted. She'll be thrilled to hear your kind words! We'll make sure your message gets passed on to her. Thanks again for taking the time to share this – enjoy your new bag! Team OL x
I had to call customer care and I spoke…
I had to call customer care and I spoke to a really lovely girl called Ellen she was amazing so professional and she sorted out my problem straight away. Outstanding customer service thank you so much Ellen.😎
29 czerwca 2026
Opinia niezależna
Odpowiedź od OSPREY LONDON
We're delighted to hear that Ellen was able to help resolve your issue quickly and efficiently. We'll be sure to pass on your kind words to her — it's wonderful to hear that her professionalism, friendly approach, and dedication made such a positive impression. Team OL x
Wonderful quick attention to a return
Wonderful quick attention to a return. If only other companies could be even half as good
25 czerwca 2026
Opinia niezależna
Odpowiedź od OSPREY LONDON
Thank you so much for your kind words. We're delighted to hear that you were pleased with the speed of the return process. Team OL x
Odpowiedź od OSPREY LONDON
Thank you for taking the time to leave us such lovely feedback.
We're delighted to hear that Ellen was able to provide kind and accommodating service during your experience with us. Team OL x
Duplicate Card Payment
Had an issue re duplicate card payment taken. Got in touch with Osprey Customer Services who promptly and efficiently looked into and resolved the matter. Excellent customer service provided.
23 czerwca 2026
Opinia niezależna
Odpowiedź od OSPREY LONDON
Thank you for taking the time to share your feedback.
We're delighted to hear that Melanie was able to resolve the duplicate payment issue promptly and efficiently. Team OL x
Excellent customer service experience
I recently had to contact Osprey customer services about a problem with a new bag purchased six weeks prior. I must be honest I wasn’t expecting the response I received from them.
I emailed them over the weekend and sent a picture of the problem and resignedly expected to wait a fair while for response. On the following Tuesday I was contacted by Osprey customer service offering me a choice of two
Solutions - a full refund or a replacement bag. I opted for the replacement bag and very quickly I was emailed instructions on returning the bag free of charge and told that the replacement bag would be sent out to me once the faulty bag was confirmed as on its way back to them. Yesterday I returned the faulty and later the same day received confirmation that a new bag was on its way to me.
Excellent customer service by Osprey and their employee Ellen. I am already a dedicated lover of Osprey
Products, this experience has just proved how customer focused they actually are.
23 czerwca 2026
Opinia niezależna
Odpowiedź od OSPREY LONDON
Thank you so much for taking the time to share your experience with us.
We are delighted to hear that we were able to resolve the issue with your bag quickly and efficiently, and that Ellen was able to provide the level of service we strive to deliver to all our customers! Team OL x
I ordered a belt and they sent me an…
I ordered a belt and they sent me an empty box. When I reported it they said there was nothing they could do. Basically suggesting I’m lying about the empty box (which I’m not). I understand people do lie but how do you prove you didn’t receive something? It’s very frustrating. Do not order from this company unless you are prepared to lose money.
23 czerwca 2026
Opinia niezależna
Odpowiedź od OSPREY LONDON
Hello Lee,
We are very sorry to hear about your experience and appreciate how frustrating this situation must be.
As a family-run business, we take every customer concern seriously and thoroughly investigated your report. We carried out checks throughout our packing and dispatch process and, based on the information available to us, found no evidence that the item was omitted from the parcel before it left our premises.
We would never suggest that a customer is being dishonest, and we understand how difficult it can be to prove that an item was not received. However, after completing our internal investigation, we were unable to identify any issue during dispatch.
We would welcome the opportunity to speak with you directly about your experience and review the matter further.
Please contact our customer service team with your order details so that we can discuss this with you and ensure you have received the replacement. Team OL
Excellent service as always from…
Excellent service as always from Osprey, customer service goes above and beyond and my items always arrive in pristine condition, great prices for amazing quality. Thank you.
19 czerwca 2026
Opinia niezależna
Odpowiedź od OSPREY LONDON
Hello Karen,
Thank you for your wonderful review and for your continued support of Osprey London.
We're delighted to hear that you've consistently had a positive experience with both our products and customer service. Our team works hard to provide exceptional service and ensure every order arrives in perfect condition, so it's especially rewarding to know this has been reflected in your experience. Team OL x
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