Ospreypacks Reviews 66

Bought an Osprey Kamber 32 in 2020, and it has been used almost everyday since, so very durable backpack!
Had it with me on a mountain hike in Norway, WAY to warm, but to be fair, it's made for skiing.
But some days ago, the chest strap broke, because it hatched itself to something in my car, and when I pulled it out, it snapped off. Today I went to their website to order a new strap. I got the part cost-free and they'll ship it within three days, and they linked to a video of "how to" replace the strap. I only have positive feedback for the firm, and I'm most definitely gonna buy myself a hiking backpack for the summer trips. Thumbs up!

Inexistent customer service! 18 days waiting for a reply, that's ridiculous. I had the expectation you guys could reply timely, so I would be able to go to my next trip with my backpack repaired. You have a good product, but your lack customer support is shameful.

Note: my backpack was damaged at an airport - one small piece of the back support was broken. I have sent pictures, information, contacted them on social media and even talked to the social media manager. Up to this day, 18 days since I first contacted them, no solution provided.

Update, Dec 1, 2022. After final scathing phone call with customer service rep, Osprey came to their senses.
They immediately sent me an order confirmation form and had a complete replacement pack delivered to me.
I have always thought Osprey bags were the travellers secret weapon.
Now that they have honoured their warranty (albeit with more effort than should have been required) I want to revise my rating and acknowledge Osprey's efforts to correct their mistake.
Dave

Great packs. I have 3 of the FarPoint's for travel. BUT, I live in Canada and the warranty is a SHAM. Bag tore in July. First Osprey response was "they didn't have anything set up for Canada". 3 MONTHS later, "we're working through it chronologically" with no end in sight.
They MIGHT be a good bag for the price without the warranty. But don't pay ANYTHING for warranty as Osprey only says they have one but it doesn't really exist. Like the old Seinfeld car rentals ...... take the rental just don't keep it for the customer. SAD

Osprey have been my chosen manufacturer/supplier of Hiking/backpacking/day sacks/luggage for many years now and I cannot recommend them highly enough. Robustness and practicality in everything they design. Great customer service from Kieran on a recent order (Xmas present for my son) after I made an error with my delivery address. This was easily amended by him and still despatched the same day. Superb as always, many thanks.

What great customer service from Osprey. Just bought a new backpack but due to my size needed to have a short belt extension. Contacted Osprey and asked if i could purchase a couple of buckles but they asked for the length i need and then told me there would be no cost. Special mention to Rebecca for all her help.

I purchased an Osprey Kyte 46 and I found this backpack to be a medieval torture device. According to the Osprey size chart available online, I'm supposed to fit either the XS/S OR S/M. I purchased the S/M and found the backpack to be overall too small. I was not able to adjust the Load Lifter to my liking. Adjusting the torso length on *all five available rungs*, I was not able to adjust the load lifter to my liking. The sternum strap also felt like it was going to choke me. I would have liked to lower it, but again the limitations of the strap would not let me lower the sternum strap appropriately. During a challenging hike this weekend, I tweaked my back and now have lower back issues as a result of this backpack. Osprey is supposed to be the brand that has been doing custom backpacks for women since 1974 but I will never buy an Osprey backpack again. And am returning this one. I believe the shoulders are overall a little too small for me. (I'm a little broad shouldered.) The limitations of the straps don't make any sense to me.

The pictures shown on each backpack page doesn’t represent the truth and the return is not included so you have to pay for it.
I can’t believe that nowadays delivery of such big items is not included since the backpack choice it’s not a game and is quite obvious try and understand how comfortable we feel with it.
I bought a backpack that results too big for my needs, since the picture are not reliable, and I was thinking to return it and buy another one but I didn’t want to risk and I searched on Amazon. The exact same model, similar prices, free return as we are 2022.

I have an Osprey Aether 100, and I am very satisfied with its bearing comfort and its many smart features. However, I am extremely dissatisfied with Osprey lying about the volume of the bag. It is not 100 litres, but rather 85. Osprey added the volume of the little bag that is included. Listing this bag as a 100 litre backpack is a big lie.

Contacted Osprey regarding a hole I had on the mesh at the front of my rather old kestrel 58 pack. Osprey emailed me back the same day with a warranty number and said they would repair it no problem. Sent the pack to be repaired and was kept in the loop with every stage it was at. The pack was returned to me within the week. I often think Osprey packs can be a little on the expensive side and then I remember the durability and quality of the packs and now the customer service also proves it’s worth. The whole thing only cost me the postage to them, which is absolutely understandable.Fantastic service!

The plastic buffer on the back of my Shuttle 90 case snapped off. This buffer is supposed to protect the case from nasty knocks associated with airport handling etc. However, the buffer is poorly implemented.

Osprey refused to replace the buffer saying that it was normal wear and tear.

I am really disappointed with Osprey. Their customer service is not what it used to be. Quality also is going downhill judging by the latest Transporter series.

I have several Osprey items (Shuttle, Transporters, Sojourn, numerous rucksacks) and will look to another brand when the time comes to replace them.

Unfortunately for me, their "All Mighty Guarantee" is not true. I bought a pack that had an imperfection and gave me a raw spot on my left shoulder blade after a day hike. I wrote in to their 'live chat' and was told "that's just how the pack is made." So no help other than being given a discount code to spend even more money with the company.

Luckily REI is a great company and allowed me to exchange the bag for one WITHOUT an imperfection and guess what...no raw spot!

Products are going to have imperfections and I understand that, but for a company who claims am "All Mighty Guarantee," they certainly did not stand behind their product in this situation. I've written in to the company since then and have heard nothing back. So disappointing.

Amazing customer service. Repaired my 17 year old Atmos 35 FOC under the warranty scheme, and back with me in 72hours. True to their word, faultless service. Well done Osprey.

I wanted to take a moment to write a review about this company. They have great equipment; however, I was solicited by them to apply for their Pro Discount only to be denied because I was retired law enforcement and not active. 24 years of service as a 1st responder and I was denied. When I brought that up to Mike Sherman he felt the need to insult my service rather than be respectful. I lost ALL respect for this company. I've been a long time user of their stuff, only to be insulted. Many other companies embrace and respect retired 1st responders for their service but not Osprey.

Have had my Osprey hiking backpack for over 10 years now! Doesn't get any better than that

Brilliant backpack which has lasted me many years, and they've been very helpful with spare parts

I have had my Osprey bag for 3 years now and I love it! It does everything I want it to do. When I accidentally stepped on one of the buckles and it broke, I went to the Osprey website and asked for a new one. They sent me a new one within 5 days FOR FREE and I live on the bloody isle of Skye which is really far away. I am super impressed with this company. Thank you! :)

I purchased a bag as a Christmas present on 13 December. When it became clear that Osprey would not be able to fulfil the order ahead of 22 December when we were due to head away to stay with relatives, I contacted the customer services team as I wanted to update my address. I was told I didn’t have a valid order number which was odd as I gave the clearly stated order number from the confirmation email. I sent back a screen shot of this only to get a snipey response that I’d contacted the wrong legal entity - Osprey Europe not Osprey London. Odd again as the customer services email is provided on the website just above a UK based telephone number. Regardless, it’s been an absolute failure of an experience and I would strongly advise avoid.

Note: I haven’t received my order yet. However, at checkout for my order it glitched at checkout and my payment went through twice. This happened late on Friday and contacting the customer service team (which are only open Monday - Friday) I was feeling wary of the company for the glitch and concerned that I wouldn’t be able to cancel the order in time (therefore not be refunded for postage, etc). This morning however, I have been refunded for the duplicate order before 10am on the Monday. All doubts have been calmed and this may be one of the quickest and most efficient customer service team I’ve come across with with a company. I can’t often afford many Osprey products but I am so impressed with this service, should I be able to, I would purchase again from them in a heartbeat.

Was using my fairly new Stratos 34 on Search & Rescue operations when the lower section zip failed to close after taking some equipment out, causing me some major inconvenience at a crucial moment in the rescue.
Reported this to Osprey and they immediately apologised and offered me a brand new replacement pack F.O.C. which was dispatched the next day.
It is unrealistic to expect that products will never fail at some time and I have never had any problems with any of my many other Osprey packs or luggage, but it is how companies deal with and resolve any product failures that is the true test and I cannot fault Osprey on this and still have faith in their normally excellent packs.

Great service and fast shipping. Thank you