Shipping services outside DE, in EU countries can be improved by choosing a good delivery service provider like DHL, not some small local courier or the Post Service. Once the parcel is out from your depot, the customer is on his own and at the hand of the local delivery courier from each country. Because the parcel is not delivered to the final customer by DHL. I think this would be a very good option, or maybe the best, that the parcel is transported and delivered to the final customer from start to finish by DHL in every country. I think this should solve the problem of the local couriers from each country.
A very IMPPRTANT PROBLEM is that the phone number does not appear on the parcel itself, on the package so the courier can not contact the final customer and he does not come to the address to search for the customer. They do absolutely nothing to contact the customer if they do not have the phone number on the parcel. So we have to contact them at the center and call them and go to pick up the parcel personally because they do not bother to find the final customer if they do not have the phone number on the box.
The problem is that the phone number of the customer does not appear on the label fom the box with the products to be delivered. So the courier can not contact the final customer and they do not bother to search the customer at the address. If they do not have phone number on the box they just leave and the customer has to contact them at the delivery center, which is in another city/town(energy, time, money, etc). All this can be solved by showing and displaying and writing down the customer phone number directly on the box label(parcel). It does not appear directly fron the sistem on the label.
I had this problem every single time I have purchased something from your website.
This is the reason why I gave a 4 star rating and not 5.
Thank you. All the best.
14 days ago I paid for running poles.
After 10 days I asked what's with my order and Andrew from Customer support wrote me:
Order is at the logistics team to be prepared for shipping. And that it can take an extra 5-10 working days for my order to be dispatched because packing by hand...
So they would take 10 + 5-10 = 25 days to send the running poles?
When I asked him how come, that this takes so long, he just replied to me with exactly the same email.
So he did not provide me with any good information or gave me a feeling that he cares for his customer.
So just yesterday afternoon I got an email stating my order just left the warehouse - finally, I was happy :) but 1 hour later I got another email "Your return for order 31045945 has been booked"
I have never requested a return of my order....
1. Extremely inflexible and not user-friendly customer support
2. To long period of shipping(from Germany to Slovenia) they would take 25days
3. Misleading information about delivery times on website
3. They cancel orders without customer request
Worst customer experience I ever got from online shops, unfortunately
I really like the fast shipping, one of the fastest one in the EU
What I dislike and that's why I don't give 5 stars is that, when I'm registered on the site they asked for my phone number, but when they send the package they don't write it on the label with the excuse of personal data, so that the courier can find me so, I my self make the research with the cooperating local courier to find the package
Mar 14, 2023
Prompt delivery, European company so no Brexit customs messing about with the order, and in the event of an issue with your order there is a phone number to call, where you reach an actual person rather than an annoying bot. Very helpful and reassuring to have this quality of customer service
Mar 3, 2023
When items are returned a full amount should be delivered back into your account instead of two or more separate emails. I am still waiting for compensation for one item 🤔
Mar 13, 2023
The delivery by DHL is very problematic. I spent half of the day to find the phone number and connect with the delivery service because they didn`t have my phone number. They just come to the door when I was out and the same day I received the message that they`re going to return my package to the sender. That`s a really weird situation.
Mar 17, 2023
After sale support with emails was excellent. Tracking through DHL was informative and as fast as possible!!
I bought a pair of Scarpa climbing shoes. The product looks great. Looking forward to test it on the rock!!
4 days ago
Everything is just great. From Germany to Croatia in 2-3 days. Everything I have bought there was excellent. They are ready to help you, everything you need, they are on your service. Five stars indeed!
13 days ago
Bergfreund.eu has a very interesting collection of products to choose from, not easily found on one website. Customer service is excellent, as is the tracked delivery and packaging.