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
Reakcja na opinię
I had an issue with the strap breaking on a bag I’d purchased around 7 months ago but a replacement strap was sent out very promptly with no issue. Thank you Melanie for your help with sorting this.
Reakcja na opinię
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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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
444 recenzji
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Fabulous bag at a great price
I ordered my bag in the sale and got it at a fantastic price , unfortunately on delivery the bag was damaged. Contacted customer service who were great , replied immediately, sorted out the return of said item and exchange. New bag arrived promptly and is perfect. I look forward to further purchases and would consider Osprey as my first choice more than my previous supplier.
3 listopada 2025
Opinia niezależna
Odpowiedź od OSPREY LONDON
Thank you so much for your kind feedback! We're delighted to hear that our customer service team was able to quickly resolve the issue and get your perfect bag to you. It’s wonderful to know you’re happy with your purchase and experience. We truly appreciate you choosing Osprey and look forward to welcoming you back for future purchases! Team OL x
Excellent service!
My request, for a replacement bag strap, was responded to very rapidly and professionally by Ellen Webley and I received a replacement within 10 days of my original request!!! Extremely happy with the service provided! Thank- you Ellen and the team involved.
23 października 2025
Opinia niezależna
Odpowiedź od OSPREY LONDON
Thank you for your wonderful feedback. We’re so pleased to hear that Ellen was able to assist you quickly and that your replacement strap arrived promptly. Your satisfaction means a great deal to us, and we’ll be sure to pass your kind words on to Ellen and the rest of the team.
We’re delighted that you’re happy with the service provided and truly appreciate you taking the time to share your experience
Team OL x
I wanted to purchase a long strap for…
I wanted to purchase a long strap for the bag I had ordered which I loved. I rang customer services and was greeted by Melanie who had such a pleasant voice and which conveyed a desire to be helpful.
She was able to help me quickly and efficiently
What excellent and unexpected Customer Service in this day and age.
You made my day, Melanie.
Osprey, you are to be congratulated in having good customer services. It certainly makes me more likely to purchase products from you again
29 października 2025
Odpowiedź od OSPREY LONDON
Thank you so much for taking the time to share your kind words. We’re delighted to hear that you love your bag and that Melanie was able to assist you so helpfully and efficiently. We’ll be sure to pass your compliments along to her — she’ll be thrilled to know she made your day!
At Osprey, we always aim to provide exceptional service and it’s wonderful to know that your experience reflected that. We truly appreciate your continued support and look forward to welcoming you back again soon. Team OL x
Exemplary customer service
Nothing but positive experience of the quality and customer service. I have a laptop bag several years old and due to the consistent use the strap has become damaged. I made an enquiry to order a replacement strap and the company issued a replacement at no charge within 24 hours this type of customer service fosters loyalty, thank you and I highly recommend.
29 października 2025
Opinia niezależna
Odpowiedź od OSPREY LONDON
Thank you so much for your kind words and for sharing your experience! We're thrilled to hear that you've had a positive experience with our customer service. It's wonderful to know your laptop bag has served you well over the years, and we're glad we could quickly provide a replacement strap to keep it going strong. Your loyalty means a lot to us, and we're truly grateful for your recommendation. If there's anything else we can help with in the future, please don't hesitate to reach out! Team OL x
Fantastic and friendly service
Ellen Webley answered my query and made a point of finding the replacement strap I needed for my bag, quickly and efficiently whilst keeping me updated.
23 października 2025
Opinia niezależna
Odpowiedź od OSPREY LONDON
Thank you for sharing your positive experience! We are so glad to hear that Ellen managed to solve your query quickly and efficiently, we will make sure to pass your kind words on to her. Team OL x
Wonderful experience
Wonderful experience, easy purchase for my daughter birthday present which she had also asked her mother in law to buy. So customer service were outstanding in helping me get the purse back and a refund. So helpful and the purse was lovely, even if not the one I bought for my daughter!!!
23 października 2025
Opinia niezależna
Odpowiedź od OSPREY LONDON
Thank you so much for your lovely feedback! We're thrilled to hear that your experience was smooth and that our customer service team could assist you so well. If you ever need anything else, we're always here to help! Team OL x
Royal mail didn't redeliver my order
Royal mail didn't redeliver my order, lovely Ellen sorted the issue promptly and now have a new delivery on its way. Ellen was very helpful and responded to my emails promptly.
Great customer service.
15 października 2025
Opinia niezależna
Odpowiedź od OSPREY LONDON
Thank you for your feedback! We're sorry to hear Royal Mail didn't redeliver your order, but we're so glad Ellen was able to step in and get everything sorted for you quickly. We'll be sure to pass along your kind words to her — she’ll be thrilled to hear them!
Thanks again for your patience and for recognising our customer service. We really appreciate it! Team OL x
Amazing true customer service. 👏🏻👏🏻👏🏻
Fabulous customer service and an amazing product offer to boot! 😀
Shout out to Melanie in customer service who went above and beyond to help.
10 października 2025
Opinia niezależna
Odpowiedź od OSPREY LONDON
Thank you so much for your kind words and fantastic feedback. We're thrilled to hear you had such a positive experience with both our product and customer service. We’ll make sure your appreciation is passed along.
Thanks again for your support, it truly means a lot to us. Team OLx
The lovely person in the St Albans…
The lovely person in the St Albans outlet store who knew exactly what I needed when I said a large capacity cross body bag-the Stella.
And Melanie in customer services, she had such a nice voice and was so helpful in sorting out change in delivery address.
7 października 2025
Opinia niezależna
Odpowiedź od OSPREY LONDON
Thank you so much for your kind words! We're thrilled to hear that our team at the St Albans outlet store helped you find exactly what you needed — the Stella is a fantastic choice! We'll be sure to pass on your lovely feedback to the team there.
And we're so glad Melanie in Customer Services made your experience even better, we'll let her know how much you appreciated her help and friendly voice.
Thanks again for taking the time to share your experience — it really means a lot to us! Team OL x
I am in the US and wanted to purchase a…
I am in the US and wanted to purchase a clutch for my wife.
Ellen was extremely helpful in setting up a process to allow me to purchase from the UK website.
I am excited to deliver this gift and purchase from Osprey in the future.
6 października 2025
Opinia niezależna
Odpowiedź od OSPREY LONDON
Dear Ephriam, we're thrilled to hear that Ellen was able to assist you and make the process smooth for your purchase from the UK website. It's wonderful to know you're excited to gift the clutch to your wife -we hope she absolutely loves it!
We truly appreciate your support and look forward to welcoming you back to Osprey in the future. Team OL x
I had an issue where my online order…
I had an issue where my online order was inexplicably cancelled.
I contacted customer services and spoke to Ellen, who not only rectified the issue in a polite, efficient and professional manner but was also delightful.
I am a loyal customer of many years and todays experience has confirmed my loyalty to Osprey London.
Keep up the good work!
25 września 2025
Opinia niezależna
Odpowiedź od OSPREY LONDON
Hello Maria, Thank you so much for taking the time to share your kind feedback. We’re truly sorry to hear that your order was initially cancelled, but we're delighted that Ellen was able to resolve the issue for you efficiently and with the level of service we strive to provide.
Your loyalty over the years means a great deal to all of us at Osprey London. It’s wonderful to know that your recent experience has reaffirmed your trust in us.
We'll be sure to pass your lovely comments on to Ellen – feedback like yours makes all the difference. Team OL x
Great customer service
Great product and fantastic level of service from Ellen, would 100% recommend.
24 września 2025
Opinia niezależna
Odpowiedź od OSPREY LONDON
Thank you so much for the kind words! We're thrilled to hear you’re happy with the product and the service you received from Ellen. We'll be sure to pass along your feedback—she’ll be delighted! We really appreciate the recommendation. Team OL x
Disappointing Quality & Customer Service
I purchased a crossbody bag for my partner in July 2024 for £125 reduced from £195! I had never purchase from Osprey and won’t be again!!!
The bag was very lightly used as an airport bag so probably only about 10 times in the last 14 months and even then only for about 14/15 hours for each trip and when the handle came away from the bag only 14 months later after approximately a weeks use over that time as it was outside of the years warranty they could not help! I would expect a leather bag that cost that much to last at least a year with daily use!!!
Very disappointed in the lack of “Customer Service” so I will take my custom back to Michael Kors and Marc Jacobs! Their bags might cost a bit more but they last for years with daily use!!!
22 września 2025
Opinia niezależna
Odpowiedź od OSPREY LONDON
Hi Richard, thank you for taking the time to share your feedback, we're really sorry to hear about your experience with the crossbody bag.
We completely understand your disappointment, especially when you expect a quality leather product to last much longer, even with occasional use. This certainly isn’t the experience we want our customers to have.
Although the item is outside of the warranty period, we'd still really like the opportunity to look into this further for you. Please do get in touch with our Customer Service team directly we’d be more than happy to see how we can help make this right for you.
Telephone: +44 20 3696 2323
Email: customerservice@ospreylondon.com
Excellent product, some proactiveness needed
I had an issue with my belt soon after purchasing and they located one and shipped it to me (after my suggestion hence why it’s one star less than 5). But I’ve become a lover of their products so don’t let my experience put you off owning some fine leather goods as overall online shopping and deliver is easy and the leather is top quality.
1 sierpnia 2025
Opinia niezależna
Odpowiedź od OSPREY LONDON
Thank you so much for your honest feedback! We're glad to hear that you're enjoying the quality of our leather goods and that you're now a fan of our products. We truly appreciate your patience and understanding regarding the issue with your belt, and we're always working to improve our service. Your experience helps us grow, and we're grateful for your support! Team OL x
First Class
Very prompt reply from Osprey Customer Services. I had a query about a product and they got back to me in a matter of minutes which was brilliant. Thankyou.
16 września 2025
Opinia niezależna
Odpowiedź od OSPREY LONDON
Hello Gillian, thank you for leaving us a review. We look forward to speaking again soon. Team OL x
Osprey have been quick professional and problem solvers
Osprey have been amazing when there was an issue with the delivery company. Melanie was spectacular and the issue resolved and problem managed by this company until the product was delivered. Thanks again
16 września 2025
Opinia niezależna
Odpowiedź od OSPREY LONDON
Hello Patrick, We are glade we've been able to help get this rectified for you. Thank you for taking the time to leave us a review. Team OL
Excellent customer service
Excellent customer service
Extremely impressed
15 września 2025
Opinia niezależna
Odpowiedź od OSPREY LONDON
Hello Menna, thank you for taking the time to leave such a great review. Team OL x
Lost buckle
I lost a buckle for the satchel I bought from Osprey - they replaced it free of charge and sent me a spare. VG customer service
12 września 2025
Opinia niezależna
Odpowiedź od OSPREY LONDON
Hello John, thank you for taking the time to leave us a review. Glad to hear our team were able to help resolve the issue and you're happy with the service. Team OL
I could not add my 10% discount
I could not add my 10% discount, so contacted Osprey.
Ellie responded and dealt with my issue in a very efficient manor, Thankyou.
8 września 2025
Opinia niezależna
Odpowiedź od OSPREY LONDON
Thank you for your message. We're sorry to hear you had trouble applying your discount, but we're glad Ellie was able to assist you. We’re pleased to hear your issue was resolved efficiently, we’ll be sure to pass on your kind words to her. If there’s anything else we can help with, please don’t hesitate to get in touch. Team OL x
The efficient and excellent service of…
The efficient and excellent service of Ellen Webley in customer service.
I ordered a bag which was not quite the colour I imagined, so I returned it and ordered an alternative. Ellen in customer service kept me up to date at every stage and the alternative bag arrived the day after I returned the first one. Well done Ellen and Osprey Customer Service
6 września 2025
Opinia niezależna
Odpowiedź od OSPREY LONDON
Thank you so much for your kind feedback!
We're delighted to hear that Ellen was able to assist you so efficiently and that your experience with our customer service met your expectations. We'll be sure to pass along your lovely comments to her — she’ll be thrilled to know her support made a difference.
We hope you’re happy with your new bag, and we look forward to assisting you again in the future. Team OL x
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