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Top positive review
Jun 30, 2023
Verified review
The ordering experience was easy. The product arrived within the estimated time given. (Delivery to Ireland took 7 days). The package arrived safe and secure. The product that arrived was correct, exactly as described and in pristine condition. This is the second product I ordered from Berg Freunde and I am a very satisfied customer. To be picky, the only downside was with the delivery service, they did not seem to regularly update the tracking page so when the package arrived I was not expecting it and therefore may not have been available to take delivery.
one star ⭐ is to much already. firstly they did not place my phone no. on the parcel; i had to locate the parcel to drive over there and pay few bucks to get it, because was on the way back to bergfrende guys. 2ndly, the products were not properly displayed regarding size. In my case, i have purchased a cap which was kids size! the other produc was a Scott bike shorts, ad i have from some years now an old one, but this new one was way to large. I had unfortunately to pay money to get rid of bergfrende careless unpro operations they do! hopefully not with everybody; i have learn and ticket for to that was 9,95€uro. Apologies or discount No! no need for that. Disappointed -that is that period.
It's good to buy from Bergfreunde exclusively if you are 100 % sure that the size and model fits you. But even then the waiting time is way too long to receive the order. For me it took 2 weeks to receive it (I currently reside in Lithuania).
The problem starts if you want to return the goods and get reimbursed. It takes approx. 3 weeks to get reimbursed!
I had to return the goods 3 times and lost 40 euros in shipping charges. A customer must pay the return charges which are quite high in my case (Lithuania). The first time I had no technical possibility to print a return label, thus I had paid solely with my own money for the return shipping. Nevertheless, Bergfreunde charged me double for the return shipping, assuming that I sent the goods "on behalf of" Bergfreunde. Twice I inquired about the unfair charging from Bergfreunde. Both times Bergfreunde ignored my request.
Nowadays when a customer can choose lots of sellers with a quick and free-return policy I would definitely recommend to take into account the slow and unfair return policy of Bergfreunde.
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10 days ago
Verified review
trying to make my order for the last 30mins
trying to make my order for the last 30 minutes, the wlcome code expired because one item on the shopping list disappeared and the order didnt go through...went back, didnt have the 3rd item in my shopping cart now and the code either!what a shitshow
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13 days ago
Verified review
This is a 4-th try to purchase from your site. Last time my card was refused due "technical" reason, then it went trough but order didnt, it got "lost" somehow.
Very bad service
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Nov 14, 2023
Verified review
I ordered a product that turned out to be in children's sizes. they rejected my complaint. I had to send the goods back at my own expense
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Oct 24, 2023
Verified review
I ordered 3 items and they sent 1 item. Other 2 is missing, I paid 350 Euro. This is scam company, they don’t have item in the stock but they are still selling it. I’ll go to police station to report it ad sue them. Wasted 3 weeks for shipping to malta and 350 Euro. Scam!!!!
They refuse to refund my money, pure scam. Don’t order, it was my first order they stole money!!!
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Oct 9, 2023
Verified review
Shipping seems to get slower and slower with this company. Disappointing service.
The shop is the most horrible what I saw in my life. Thieves cheaters no.1! they didn give my money back 3 year ago about 2300 czk. And I did a order about men bermudas they are who canceled this but didn t get any message! My money are away and nothing wad delivered. Via email I received answer for my question that they canceled my order and money is where about 1200 czech krone? I hardly do not recomende the company NEVER! I m giving them to ECC for hard check and also to our own. You will get a very very big problem. Im not printing money for you !
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Answer by Bergfreunde.eu
Oct 6, 2023
Hello and thank you for your review.
We didn't receive any payment from you. Please look at the account statement: The amount was only reserved and released again.
We canceled your order based on the negative information and the documentation of the previous processes in your customer account. Please understand that you cannot place orders at our shop again.
Thank you for your understanding.
Best regards, Bergfreunde.eu
Sep 4, 2023
Verified review
I placed order 14.8.2023 but the goods was not on stock. Until now (4.9.2023) I do not have money back on my account and do not know what anything about it. Somebody on the prone told me 2 weeks ago that I will have money back in 5 working days but nothing happened.
Really poor experience.
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Answer by Bergfreunde.eu
Sep 11, 2023
Thank you for the review.
We're sorry that the item was out of stock. We can see that you have been in contact with our customer service and we have issued a refund. We apologise for the inconvenience.
Best regards, Bergfreunde.eu
Sep 21, 2023
Verified review
You buy and you don't receive the goods
I bought a camping chair and the seller didn't have it. Strange, he sells goods that are not available. I've been waiting for a refund for 14 days and I'm still waiting.
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Answer by Bergfreunde.eu
Sep 27, 2023
Thank you for the review.
We apologize that your desired item was out of stock. Due to a technical issue in our online shop the item was shown as available when this was not the case. Our customer service has initiated your refund and it should be transferrred to you account.
We apologise again fot the inconvenience.
Best regards, Bergfreunde.eu
Sep 9, 2023
Verified review
the goods are sent that do not correspond to what you order, scammers
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Answer by Bergfreunde.eu
Sep 12, 2023
Thank you for the review.
Our apologies that you did not receive the items you ordered. This shouldn’t be happening. As we can see you have already been in contact with our customer service. Should your case not have been solved to your satisfaction contact us again at Alpinetrek.co.uk/contact/ so that we can assist you further.
Best regards, Bergfreunde.eu
"
Sep 8, 2023
Verified review
cancel my order for no reason
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Answer by Bergfreunde.eu
Oct 6, 2023
Hello and thank you for your message!
We understand that you are upset in this matter. Please get in touch with us to clear up the misunderstanding.
Thank you and best regards, Bergfreunde.eu
Sep 15, 2023
Verified review
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Answer by Bergfreunde.eu
Sep 18, 2023
Hello and thank you for the rating!
Unfortunately, there is no information or reason listed together with your rating so we cannot see what the particular problem has been. Please contact us as soon as possible so we can clarify the matter.
Kind regards, Bergfreunde.eu
Aug 28, 2023
Verified review
Frustrating Shopping Experience at Bergfreunde: Stock and Payment Issues
I attempted to purchase a hat from the Bergfreunde platform, but my card was not accepted as a valid payment method. Luckily, I also had a PayPal account, so I could proceed with an alternate payment method. Unfortunately, the hat I wanted was the last one in stock, and after the initial payment failed, it immediately became unavailable. This occurred over a week ago, and disappointingly, Bergfreunde has not restocked the item since. This has left me quite disappointed.
I recently decided to make another purchase, opting for different models as the initial hat I wanted still remains unavailable. However, during this process, I made an error while entering the shipping address. Realizing my mistake, I promptly contacted Bergfreunde to rectify the issue. To my dismay, I discovered that I had no options other than to wait and hope for a resolution or to cancel the order altogether. Regrettably, I had to cancel the order, which has brought me back to square one. I am now without the hat I initially desired and find myself unable to purchase any other items. This is especially frustrating because my previous order contained several hats, all of which were the last units in stock, which put me in the same place as before.
While I believe Bergfreunde is generally a reliable destination for purchasing outdoor gear and clothing, I can't help but notice persistent issues with their IT sector. I will likely cancel my order and seek out alternatives to avoid encountering such difficulties again. As a customer, I expect a swift and seamless resolution to problems, rather than waiting endlessly for a purchase I have already committed to. It's frustrating that I have to set up notifications for products that should be available but are inaccessible due to stock system failures.
What initially seemed like a positive online shopping experience has now become incredibly stressful. I find it difficult to recommend Bergfreunde to a friend, and I'm hesitant to engage with their platform again, given the likelihood of encountering similar issues repeatedly. Despite my frustrations, I must acknowledge that the support service was responsive and friendly when I contacted them by phone. However, it's clear that their capabilities are limited, leaving customers like me in a holding pattern until items are restocked. This ongoing inconvenience has been disheartening. I sincerely hope that Bergfreunde will work to enhance their system, allowing for straightforward replacement of items following an order cancellation.
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Answer by Bergfreunde.eu
Aug 30, 2023
Hello and thank you for your valuable feedback!
We're sorry that your experiences with our shop didn't meet your expectations. We can understand that the issues outlined above prevent you from a satisfying experience. We are constantly working on the optimization. We apologise for the inconveniences!
Best regards, Bergfreunde.eu
Aug 14, 2023
Verified review
Bergfreunde STOP STEALING my money via unauthorised transactions!!!
Bergfreunde STOP STEALING my money!!!
Unauthorised transaction!
On August 5th, 2023 I have been charged with the amount of €153.91 (See "Image 06-23-2023.jpeg" and a PDF bank statement document attached to this email).
This transaction is unknown to me, and has not been authorized by me, would you be able to explain why was this amount charged on August 5th?
The amount matches my previous order from June 22nd, 2023 (Order ID: 33781970) which I have paid for and the transaction was cleared on June 23rd, 2023 (see "Image 08-05-2023.jpeg" and a PDF bank statement document attached to this email) I am not sure if the two are related but given that the amount matches I have provided proof of payment to ensure you have all the details.
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Answer by Bergfreunde.eu
Sep 1, 2023
Thank you for your review.
We understand how unsettling this is and this should not be happening. You have already been in contact with our customer service team and your money has been transferred back to your account. We will look into the causes of this incident. We appreciate your patience and apologise for the inconveniences.
Best regards, Bergfreunde.eu
Aug 24, 2023
Verified review
You paid and received nothing or refund!
Made the order, received the tracking number, never receive the parcel, and then sent me email that I have successfully 'returned' the items! And no refund have received yet! Ridiculous!
So I made another order after this 'incident' for testing. Now after this shop captured my payment, 3 days has gone and the status is still 'being process'. No shipping information provided, and no one even bother to answer my email! I will never shop with this website again! Worst online shopping experience I have so far!
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Aug 10, 2023
Verified review
Dobrý den. Prosím vás kde je moje zásilka? Je to pro mě hodně peněz 150 euro
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Aug 10, 2023
Verified review
Dobrý den. Prosím vás. Kde je moje zásilka?
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Aug 16, 2023
Verified review
I haven't received it after 15 days
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Answer by Bergfreunde.eu
Sep 8, 2023
Thank you for your review.
An error must have occurred here, we understand how annoying this situation is and we apologize for that.
We can see you have already contacted our colleagues in customer service. If you require any
further assistance, do not hesitate to
contact us again at Bergfreunde.eu/contact/ .
Kind regards, Bergfreunde.eu
Aug 17, 2023
Verified review
Still not received product!
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Answer by Bergfreunde.eu
Sep 8, 2023
hank you for your review.
An error must have occurred here, we understand how annoying this situation is and we apologize for that. We can see you have already contacted our colleagues in customer service. If you require any further assistance, do not hesitate to contact us again at Bergfreunde.eu/contact/ .
Kind regards, Bergfreunde.eu
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