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Bergfreunde.euReviews

: 26,727Excellent

4.80

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certified since: Aug 29, 2017
updated on: May 30, 2023
Bergfreunde.eu is checked and certified according to the Trusted Shops quality criteria
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  • Clear ordering process

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certified since: Aug 29, 2017
updated on: May 30, 2023
Bergfreunde.eu is checked and certified according to the Trusted Shops quality criteria
  • Verified identity
  • Protection of personal data
  • Clear ordering process

Secured by a guarantee

At Bergfreunde.eu, you can use the guarantee from Trusted Shops and protect up to €2,500. Find out more

Reviews for Bergfreunde.eu

5,544 verified reviews in the last 12 months

26,727 total reviews
This is how we ensure that reviews come from real consumers.

the most relevant positive review


Nov 30, 2022
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.
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the most relevant critical review


Aug 10, 2022
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
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Reviews for Bergfreunde.eu

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 Verified review
May 4, 2023
Order was placed paid for and never received then refunded and no reasonable explanation except for blaming courier
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 Verified review
May 9, 2023
I would like a refund for the order I placed that was lost as you stated in your e-mail
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 Verified review
May 13, 2023
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 Verified review
Apr 24, 2023
Ordered hiking boots and it took nearly 10 days for them to let me know that my item was out of stock. It's been nearly a week since I was informed and still no refund. I emailed 4 days ago and still no answer. Poor experience.
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Answer by Bergfreunde.eu
Apr 28, 2023
Hello and thank you for your review. We apologize that your desired item is out of stock. Due to a technical issue in our online shop the item was shown as available when this was not the case. Your refund was issued automatically. We're sorry for the inconvenience! Best regards, Bergfreunde.eu
 Verified review
Apr 13, 2023
I'm waiting for any information about my order from 3 days. I ask customer service about order no response. Order:33241597
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Answer by Bergfreunde.eu
Apr 28, 2023
Hello and thank you for your feedback! We are very sorry that we could not convince you of our service! Unfortunately, there were massive delays in shipping and a high volume for our carrier. We are always working to improve, but currently we can only offer the service with DHL. We're happy to see that you finally received your parcel. We're sorry for the inconvenience! Best regards, Bergfreunde.eu
 Verified review
Mar 21, 2023
Still waiting for money refound...Why it takes so long.I was happy with fast delivery but service refound money disapointed.I was planing to continue shopping with you,but now I don't know.
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Answer by Bergfreunde.eu
Apr 28, 2023
Hello and thank you for your review! We are sorry that you are not satisfied with our service! Unfortunately, we have no influence on how quickly the international service providers deliver the returns to us. As we can see, you have received your credit in the meantime. We apologise for any inconvenience this may have caused! Best regards, Bergfreunde.eu
 Verified review
Jan 30, 2023
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.
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Answer by Bergfreunde.eu
Feb 2, 2023
Hello and thank you for your review. The telephone number that you left has been transmitted to our courier service. Due to an address mistake, the parcel could not be delivered directly to you. According to our courier, you should have been informed about it, so we could not imagine that you would have to pay for your parcel. We regret that you did not receive the ordered size, this is not common and we would like to take care of this matter. Please contact us at www.bergfreunde.eu/contact/, so we can offer you a satisfactory solution. best regards, Bergfreunde.eu
 Verified review
Feb 27, 2023
I place an order at the Bergfreunde.eu From the box that arrived it was missing one product. Till this moment i sent 3 emails to express my concern and to explain that I did not receive one product but in vain.. Nobody gives me an explain why i did not receive this product or refund. I am very stressed with all this situation.
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Answer by Bergfreunde.eu
Apr 28, 2023
Hello and thank you for your review! We're so sorry that there was a item missing! We can see you have already contacted our colleagues in customer service and they are now working on a solution. We appreciate your patience and understanding. Best regards, Bergfreunde.eu
 Verified review
Feb 6, 2023
I made an order and didn't get an order confirmation, so made one extra order. Then found out a double-block-money and requested a cancellation literally an hour after I did an order. A service responded that it's impossible to cancel an order and I can return it. But return costs are so high so I'm disappointed.
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Answer by Bergfreunde.eu
Feb 14, 2023
Hello and thank you for your review! Unfortunately, your parcel was too far along in the preparation process for a cancellation. The entire system and its processes are designed to ship the items out as quickly as possible. Consequently, the window of opportunity is very small for changes and cancellations. Sorry for the inconvenience! Best regards, Bergfreunde.eu
 Verified review
Feb 9, 2023
i had a product in my cart, when i went for a piss, when i came back i pressed proceed to checkout, the site restarted and my product was gone, i had to buy the shoes one half size smaller due to this shitty website. how can you allow other people to buy the same product when its already in someone's cart?
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Answer by Bergfreunde.eu
Feb 10, 2023
Hello, we're sorry that the desired item is out of stock. Unfortunately, there were only a few pieces left which sold quickly. If you add something to your cart, then this is not considered as a reservation. Only after the purchase is the item reserved for you. Kind regards, Berfreunde.eu
 Verified review
Feb 24, 2023
Ordered Down Jacket. Unfortunately jacket definitely does not look like a new one. Jacket part to neck/mouth is dirty and also original tag is just tied to jacked. Product definitely is not just worn one time to check if it fits or not. It is just used product.
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Answer by Bergfreunde.eu
Apr 28, 2023
Hello and thank you for your review! We're so sorry that you received a used item! We can see you have already contacted our colleagues in customer service and they are now working on a solution. We appreciate your patience and understanding. Best regards, Bergfreunde.eu
 Verified review
Feb 3, 2023
When we want to return something, why we should pay the delivery cost? When someone choose your website its because of price, then if its not fit or need to be change we should pay the cost of return , so its not working for me sorry
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Answer by Bergfreunde.eu
Feb 14, 2023
Hello! Thank you for your review! We are sorry that we were not able to satisfy you with our return conditions. Unfortunately we do not offer free returns from Portugal at the moment. We can only offer you the option to get a return label from us, which is even cheaper than paying for one at the post office! Further information on returns can be found at www.bergfreunde.eu/return/ Best regards, Bergfreunde.eu
 Verified review
Feb 10, 2023
I can order to my location but they don't ship to my location and they don't tell you about it. I reached out to them after a week and found out. Their customer support is lacking.
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Answer by Bergfreunde.eu
Feb 10, 2023
Thank you for your review! We're very sorry that your order was canceled. As our colleagues have already explained, unfortunately we can not offer a delivery to deliver to Åland and therefore your money was refunded. We are sorry that we were not able to satisfy you with our service. Best regards, Bergfreunde.eu
 Verified review
Feb 12, 2023
Unable to do cancellation or fix in case of order mistake.
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Answer by Bergfreunde.eu
Feb 14, 2023
Hello and thank you for your review! Unfortunately, your parcel was too far along in the preparation process for a cancellation. The entire system and its processes are designed to ship the items out as quickly as possible. Consequently, the window of opportunity is very small for changes and cancellations. Sorry for the inconvenience! Best regards, Bergfreunde.eu
 Verified review
Feb 2, 2023
I am still waiting for my refund
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Answer by Bergfreunde.eu
Feb 2, 2023
Hello and thank you for your review! We are pleased to see that you have received your parcel within the guaranteed delivery time. We hope you enjoy your order! Best regards, Bergfreunde.eu
 Verified review
Feb 24, 2023
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Answer by Bergfreunde.eu
Mar 6, 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
 Verified review
Aug 10, 2022
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
Report review
Answer by Bergfreunde.eu
Aug 25, 2022
Hello and thank you for your feedback! We're sorry that your experiences with our shop didn't meet your expectations. We can understand that it bothers you when the shipping takes so long. Also please excuse, that you weren't provided with the right information. We are constantly working on the optimization. Best regards, Bergfreunde.eu
 Verified review
Jul 10, 2022
It is hard to be happy when the product is not delivered. Thousands of companies all around the world are able to deliver the ordered products with no hassle. The not arriving goods is not the first time a problem with Bergfreunde. I thought you might have wanted to solve this by now, so I ordered again. At least, before you ask for feedback, make sure that the products have arrived; it cannot be impossible to figure out? So I wonder what is your solution now? Will you send me what I paid for and how long this whole process might take?
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Answer by Bergfreunde.eu
Aug 25, 2022
Thank you for your review. We can understand that you're upset about that your parcel was not sent to you by the deliverer for some reason we don't know. Your money was refunded already. Please contact us at Bergfreunde.eu/contact/ if you have any other questions. Best regards, Bergfreunde Team
 Verified review
Nov 5, 2022
Second order, and again without my mobile phone specified. Portuguese DHL parcel does not even try to deliver it without recipient’s phone. And It’s pure luck to discover your parcel in random search going in every DHL pickup point in the area. You can not track the exact location and there is no place to call to figure it out. Poor, very poor, I’m forced to stop buying in this store.
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Answer by Bergfreunde.eu
Nov 30, 2022
Hello and thank you for your feedback! We're sorry to hear that you had difficulties with the delivery of your order. But, as far as we can see, you have received your order, which we are glad to hear. Regards, Bergfreunde Team
 Verified review
Nov 6, 2022
Very poor shipping and tracking. Bad communication with costumer service. I can't recommend to order again. Better to order at the Campz online store.
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Answer by Bergfreunde.eu
Nov 30, 2022
Hello and thank you for your feedback! We're sorry to hear that you had difficulties with the delivery of your order. But, as far as we can see, you have already received your order, which we are glad to hear. Regards, Bergfreunde Team