Claire

I have always loved my Osprey products and have a long-time favorite daypack that was almost ten years old when I sent it in for a few minor repairs (general wear and tear). I hadn't heard back for several weeks after they'd received it and emailed three times (over the next few weeks) before finally receiving a response. I was told that my bag had been unrepairable. I loved this bag, and still have used it without problems and assumed I would have been notified if I couldn't have it returned. Not the case - they had ALREADY destroyed my bag, without notifying me first. They are working with me to replace it with another similar model, which I appreciate. That said, I don't like any of them as much as the old one that really fit me perfectly. The only models that would be an improvement, for me, are "Pro" models that they won't replace this one with. I'm just really disappointed with the lack of communication and that they would destroy your bag without notifying you first, and then can't give you store credit or really provide the item you want instead. I would have preferred to have just had it returned, even without the repairs completed.