Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/09/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a backpack on the official website during Black Friday. Later, we received a shipping email with a FedEx tracking number, but there was no updated information when we checked the FedEx website. After a few days, the tracking finally started to update, and the day after the first update, we received an email stating that the package had been delivered. However, we never received the backpack.
  
  What’s absurd is that the package was shipped from the company’s headquarters in NM and the delivery address was also in NM. At this point, we still hadn’t received any further emails from Osprey. So, we emailed Osprey’s customer service. They informed us that the backpack had been returned to their warehouse but could not be shipped to us again because it was no longer available. They also stated that they would not issue a refund immediately; we would have to wait for their supervisor to investigate before they could process the refund.
  
  This made us suspect whether the package had been shipped at all. The company may have been engaging in false advertising and malicious competition during Black Friday. Throughout the process, the customer service team never offered any apology. As customers, we did not receive the item we purchased due to the company’s issues, yet they refused to refund us immediately and insisted we wait for their investigation. This constitutes Commercial Fraud and Malicious Practices.

  Customer Answer

  Date: 12/31/2024

  Hi ********* Thanks for following up with the complaint. The parent company of Osprey Packs, Inc. contacted us directly to resolve the issue. We received the bag and the refund last week. So the complaint was resolved. Thanks again for your help. Thanks, *****

• Initial Complaint

  Date:06/01/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have reached out to Osprey via email two times but have not heard back. I own the ******* *** and ******* *** backpack and it is incredibly uncomfortable. It has caused hip and back problems due to the bad design after a 2 week trip in Europe. I would like to exchange it for another product that has wheels, which would help me stay as a happy Osprey customer. Please contact me via email *****************

  Business Response

  Date: 06/13/2024

  *****************Osprey Packs that we will
  replace the backpack with another model, but the claimant has not responded to
  our calls.  

  Customer Answer

  Date: 06/15/2024

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Please contact me via email. I am not able to take phone calls at the moment. I will close the complaint with successful contact with the business and their promise to replace the pack. *****************
  
  
  
  Regards,
  
  
  
  ******* ********
  

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  Date:10/19/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a backpack (**********-****) from this company. Within minutes I realized I ordered a smaller backpack than what I wanted. I immediately tried to call the company to exchange for the larger size and followed up with an email within the same few minutes, less than an hour. I tried for several days in a row to call the company, and sent multiple emails to cancel the small backpack but could not get anyone to answer from Customer Service via email or on the phone. As it turned out they have some policy about not canceling orders, and they sent both backpacks. I live far from the *** return center and work during the hours of operation. I am still trying to send back the backpack, which is unopened and brand new, but I cannot get a reply from a person there to approve the returns since now it has been over 30 days. This is a multi million dollar company yet they claim they have a shortage of customer service and cannot accommodate such a small request as a quick cancellation of a small order or a $50 backpack return. it is unacceptable service and unnerving when you don’t receive a reply until after several days pass, and then only from a computer generated automated response.

  Business Response

  Date: 11/22/2023

  Per Osprey's DTC policies in place after the integration of Osprey's new D2C website platform, Osprey's customer service team cannot change or
  cancel an order after it is placed, no matter how quickly they get ahold of us. The customer is notified in their order
  confirmation email that we cannot change or cancel once an order has been
  placed to try to buffer this.
  
  In regard to getting a hold of us, Osprey had been implementing a new platform for its email and phone systems. Osprey had a number of days
  where customers could not reach us for hours at a time for either training or
  implementation. Each time there has been an outage or need for training there was messaging on the website to help notify customers.
  
  I completely understand this customer’s frustration. There was a
  resolution, and the customer was refunded on 10/10.

• Initial Complaint

  Date:08/11/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I accidentally purchased 2 of the same item on July 17, 2023 (order number *********-****). I am attempting to return one of the items for a refund of $374.50 (return confirmation ******************). Their policy is returns are accepted within 30 days of purchase. I followed all of the return instructions and dropped off the item on 07/24/2023 (tracking number ******************). *** confirmation reported that the item was delivered to the dock on 7/31/2023 in Ogden, UT and was received by "******". Customer service is non-existent because the phone number connects to a recorded message. Emails were sent 8/4 and 8/10 with no response, even though they say they will make contact within 5 days. The biggest red flag is that the site states once a return is received I would get an email confirmation. The return was received on 7/31/23 with no contact from this company.

  Business Response

  Date: 08/30/2023

  We are reaching out in regards to concerns you addressed with the Better Business Bureau on your recent order
  **************.
  We want to extend an apology from the Customer Service team for not addressing your email communications in a
  timely manner. We also want to apologize for the issues that you experienced with reaching a Customer Service
  Representative over the phone. We are experiencing a high volume of customer contacts and are experiencing delays in
  communication in regards to volume versus available representatives.
  We wanted to reassure you that your return has been received and that your credit memo has been processed. Our
  accounting team initiated your credit memo on 8/3: it can take 5-7 business days for the banks to get the funds
  transferred. Please let us know if you do not see this refund in your banking statement. I've attached a copy here as well
  for your reference.
  If you have any other questions or concerns, my work number is ***** *** * ****. Please feel free to reach out to me
  directly if there are any additional concerns.
  

  
  

  Customer Answer

  Date: 09/05/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau®:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  Regards,
  
  
  ****** *****

• Initial Complaint

  Date:04/15/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been emailing this company's customer support trying to find basic safety information on a poco plus I own. No response despite multiple attempts. I also tried Instagram. Again, no response.
  I urge this company to make a serious internal review of their woefully inadequate safety and customer support practices.
  My question is below in case anyone cares to answer it this time:
  -It says online that the poco plus weight limit is 48 pounds with child, gear and "pack weight" combined. This is confusing. Why would pack weight be included? If the pack weighs 8 pounds, which it does, and assuming zero gear is carried, does this mean the child can only weigh 40 pounds?
  -Also, want to know if they have extenders for the stirrups for children whose legs have outgrown the default length?

  Business Response

  Date: 06/09/2023

  To whom it concerns,

  Please be advised that Osprey Packs responded to Mr. ******** on April 12, 17 and May 1st.  Mr. ******* did not contact our customer service line where there is a representative available 8 a.m. to 5 p.m. MST - Monday through Friday to answer his questions.  Please see below the response to Mr. Shepherd's additional mentions within his complaint.

  Should you have any additional questions, please contact me at ************.  Thank you!  ****** ****, Osprey Packs

  _____________________

  Hello,
  
  Our Poco Child carrier has a max load capacity is 48.5 lbs | 22
  kg. This does include the combined weight of the pack, child, and gear. You
  must subtract the pack's weight (7.89 pounds) and the child's weight to
  calculate the rest of the equipment you can carry.
  
  Regarding your request for foot stirrup extensions, we cannot
  supply part modification to the Poco pack for safety reasons. Please feel free
  to contact us at 866-284-7830 if you have any additional questions.
  
  Thank you,
  
  Erin Kuhlman
  Dealer Service Supervisor
  
  Osprey
  Packs - Home & Outdoor Division of Helen of Troy
  800
  N. Park Street, Cortez, CO 81321
  O +1 970
  529 7637
  [email protected]

  Customer Answer

  Date: 06/12/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  The representative is lying. They did send that message, yes, but their response says I did not call the customer service line. That is a lie. I called many times.
  
  I urge Osprey to conduct a serious review of their substandard, and possibly illegal, customer service practices.
  
  
  
  
  
  
  
  Regards,
  
  
  ***** ******** 

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  Date:10/27/2022

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After trying to order a pack on their website three times unsuccessfully I reached out and talked to a customer service representative who put the order in manually and said everything was fine and got a confirmation email shortly after that I got another emails informing me that their third-party authentication site had denied my purchase for unknown reasons, I then spoke to another customer service representative who said she would pass it on to her supervisor and he was kind enough to get ahold of me quickly. He then informed me that there would be nothing that he could do based on the fact that this third party was denying my credit card even though I haven't had any issues using it anywhere else, they offered no solutions they offered no options to get this taken care of or even put me in touch with the vendor so I could try to work it out. And basically being denied a product that I have the means to pay for and they can't tell me why they won't do business with me and are essentially are offering no solutions to the problem at hand or even an explanation.