OSPREY LONDON Recenzje 

I have really appreciated the buying experience and the messenger bag I now have. I bought a leather backpack and just didn’t fit right and was uncomfortable. I got in touch with Ellen in customer service who was absolutely brilliant, sourcing a replacement that I am really happy with. Hats off to her and the company.

I raised a query about an Osprey a bag, which had no i.d. on it but was nonetheless bought by my wife at an Osprey store many years ago; so many in fact that nobdy was able to put a name to it. However, the agent with whom I made contact (Melonie Blackwell) persevered with the task for as long as was reasonably possible to do so and in the end provided me with sufficient information - without the need for a 'Spanish Inquisition' in the process .

I called OSPREY as I am very keen on their Men's Small Grantham bag which was available at a very attractive price too. I needed some technical info and so I called The Customer Services Team who answered very promptly and politely with Agent Ellen Webley who listened to my requirements and she used her resources and knowledge with another department overnight to produce a great solution the following morning. This was good old fashioned service at its best ....Bravo Ellen and Osprey .....

I received my purse with a small fault. The replacement was organised extremely quickly. I am very happy with the purse: beautiful leather and very well made.

For context, I have shopped at Osprey London for many years without difficulty and have never actually returned an item. I was previously a loyal customer but no more . I visited the York store last month and was considering a Weekender Bag . It was an expensive item and I was unsure about the size and whether the particular model would be big enough for my trip. The assistant however reassured me that I had 30 days to return the item and so on that basis I was reassured and bought the bag. I did not check the small print on the receipt but was not concerned as I had discussed this with the assistant. She did not make it clear that I would only be entitled to a refund if the return was made in 14 days . I returned the bag to the store 16 days later to be informed that I could in fact only receive a credit note rather than a refund. I asked the manager to escalate the matter and was told her senior manager refused the request for a refund . I had no option but to accept the credit note. I asked for customer services details to make a complaint and their response was that as a credit note had now been issued I could not be given a refund. The credit note is only valid for 6 months . The blanket response from customer services has simply been that they aim to provide clear information at the point of sale and understand my frustration (but won’t issue a refund). This is clearly a discretionary issue but as a previously loyal customer the response by the company is very disappointing and not customer focussed. There is no financial loss to Osprey if a refund is issued - they have an immaculate item returned which can be sold and in fact also have the benefit of my payment for the product . I however, have a credit note which will only be valid for six months and no items I wish to purchase. After this experience I will not be shopping at the store or recommending to others.

UPDATE - as suspected generic response. I was misled twice by the company - at the point of sale and when credit note issued. Very poor.

I needed to source a replacement strap for my husband's leather laptop bag after the metal fixing snapped (after 5 yrs of hefty use and long before any signs of wear on the leather!). Given it had been 5 yrs, I was happy to pay for a new one but Melanie from customer services arranged for one to be sent to us without charge. I was beyond impressed. This is clearly a brand that believes in its products. Super pleased!

I messed up my order and accidentally purchased the wrong colour of bag. Ellen W from customer service was absolutely fantastic, contacted the warehouse and managed to get my order changed before it was dispatched, really prompt response from the service team. There was also a problem with the Royal Mail delivery after Osprey London had dispatched it. As soon as I notified Ellen W I still hadn't received the item she was onto Royal Mail, sorted it out and the bag was with me the following day. So many companies would wash their hands and say it was the courier problem. Osprey took ownership, responded quickly and fixed it. The bag itself is also of excellent quality and exactly what I wanted. I wouldn't hesitate to shop with them again. Great, high quality product and exemplary customer service. A lot of other companies could take a leaf from the Osprey London book.

Bought a wallet which looked great, it arrived but within a couple of weeks the nipple on the wallet detached.

I messaged and was told that they no longer have the wallet in stock which was incredibly frustrating... So I could instead get a credit (not a refund) once returned. Start to finish it took over a month to get the credit awarded, and needed me to chase them up. Incredibly poor service, I ended up getting a Hidesign wallet, much better build quality.

I paid for 48hr postage and Royal Mail let Osprey down and did not deliver in the correct timescale.
I contacted customer service and Ellen provided an extremely quick and satisfactory service by refunding me the postage paid although it was Royal Mail’s fault.

My Osprey Clayton cross-body shoulder bag shed its buckle/clasp and was lost, as I’d neglected to fasten it securely. More in hope than expectation I emailed a photo to the Customer Service team, explaining the situation. I received a prompt response and whilst they were trying to locate a spare, I was repeatedly updated over the course of three weeks or so. I was notified that possible spares had been found and was sent photos to see if they were what I needed. They looked right and only days later, the have spares arrived by post. The service I received was prompt, helpful, attentive, and had a happy outcome. I am more than pleased, and am more grateful than I can say to the Osprey team for their kindness and care, and for a service which has been exceptional.

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.

Buenos días,
Fui atendido por Sara sobre este tema y me presentó todas las opciones de Osprey con funda impermeable y un enlace de cada una de ellas para poder verlas y estudiarlas al instante.
Muchas gracias

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.