Bergfreunde.euReviews:
2,783 reviews in the last 12 months29,280 total reviews
Excellent
TrustmarkValid
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.
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Top negative review
Jul 13, 2023
Verified review
ORDER '33802772' DATED 22.06.2023
I ordered two items from the Company. A Therma Rest Mat, and a BACH professional traveling backpack.
Error 1: The website says 4-5 days for the backpack in case I buy it. Since I was before a bigger tour and this time was still good until departure, I bought it. When I bought it, the website changed the delivery time to 10 days. To my telephone inquiry, Support replied that it has to be packed by hand, so it will take longer - but you already knew this when you posted on the website of the online stores that if I buy the backpack, it will not be delivered in 4-5 days, but you still posted this . So you fool people. The consequence of this was that, on the advice of Support, I bought another bag at home so that I could go on the tour.
Error 2: Naturally, the package arrived when I was breastfeeding on a mountain in the middle of Norway with my Decathlon backpack - which, let's face it, is not a BACH high-quality tool... So, as soon as I arrived from the tour, I rushed to the parcel delivery service to I will bring my package home. As soon as I opened it, only the Therm A Rest Mattress was inside, but not the backpack. Instead of the backpack, four identical sports bags were packed in the box - so that the backpack was marked on the delivery note, which was also in the box. What mood do you think I'm in right now???
Error 3: The telephone customer service cannot help. Based on the photos and descriptions sent in the letter, nothing happens either - the Company does not perceive that it has suffered multiple damages, to which the answer is not an apology, but a search for a way to compensate me for the damages.
After that, one star is too much for you, dear Bergfreunde :-( . I have informed Support that I will contact the European Consumer Centers and complain to them that you do not solve this error that you have generated.
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Reviews for Bergfreunde.eu
JX
Jitka X.
Zlin
Sep 19, 2023
Verified review
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
JM
jim m.
Limerick Ireland
Aug 27, 2023
Verified review
Not. Happy with customer service
I purchased a pair of sandals on their website but realised that I wanted to change my mind so quickly cancelled the order. However they still sent the order to me. When I complained they did send a post paid label for me to return the item but it would still be awkward for me to return the order so I decided to keep it. This order should have been cancelled and never sent to me. Not happy with their customers service. There should be a check to see if customers have sent messages before orders are dispatched.
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Answer by Bergfreunde.eu
Aug 28, 2023
Thank you for your review and your feedback.
We can fully understand that you're upset that we were not able to cancel your order. Unfortunately our window to manually cancel an order is very small and our logistics department was quicker and has already processed your order. We will internally adress your feedback of a customer message check before dispatching an order. We 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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Answer by Bergfreunde.eu
Dec 9, 2023
Hello and thank you for your review!
Thank you for the review. Please accept our apologies that the parcel didn’t arrive. We're happy to see that you got a refund for the missing package and that the second order arrived successfully!
Best wishes
Bergfreunde.eu
KM
K M.
Ireland
Dec 8, 2023
Verified review
My order still has not been shipped, no 35413508. I sent an email but you did nit reply. I phoned but was left on hold and nobody answered.
You have promised delivery in 8-10 business days but have not bothered to ship yet. I shall raise a dispute with paypal unless you sort out my order and communicate with me.
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Answer by Bergfreunde.eu
Dec 9, 2023
Hello and thank you for your review.
We’re sorry that you’ve been waiting. As you've placed your order two days ago, we're currently processing your order. We’ll keep you posted on the status of your order. Due to many queries, it sometimes takes a little bit longer for us to answer to emails but we will get back to you soon!
Best regards
Bergfreunde.eu
Jul 24, 2023
Verified review
After 10 days my order was just cancelled, i wasn’t even notified
After 10 days, i called them to see what is happening with my order, when it was arriving, they told me that actually it was cancelled, they never notified me about this, and until now, i have no news about a refund. This eas my first order on the site, for sure it will also be the last one
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Answer by Bergfreunde.eu
Aug 31, 2023
Thank you for your review.
Our apologies that your order was cancelled. We understand how unsettling this is and it should not be happening. As we can see you have already been in contact with our customer service team and your payment has been refunded.
Best regards, Bergfreunde.eu
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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Answer by Bergfreunde.eu
Dec 9, 2023
Hello and thank you for your review!
We're very sorry to hear that you didn't receive your package as wished! We see that you've already contacted our customer service and have been refunded.
Best wishes
Bergfreunde.eu
Jun 4, 2023
Verified review
Very slow...
I ordered my stuff on Monday. Nothing happend until Friday. At weekend I had to write a letter for the costumer care because I didn't know anything about my parcel. Than they answered me on Monday when they dispatched. I got my parcel 2 weeks later. It has to be a week but it looks like they were sleeping...
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Answer by Bergfreunde.eu
Aug 4, 2023
Hello and thank you for your review!
Unfortunately, due to a complete adjustment of our inventory management system, there was a delay of processing in our logistics. This led to a backlog of orders. We apologize for any inconvenience caused. Currently are working at full speed to reduce this backlog.
Your package could not be delivered on time. We are sorry for that!
You can always use your 100-day return policy and simply send the unused items back to us.
We are sorry that the delivery time was unusually high this time. We understand that this is an inconvenience for you! Of course, this is not in accordance to our service philosophy.
We are constantly working to improve our service. We are sure that we will be able to convince you with our fast delivery times and our very good customer service with your next purchase.
Thank you for your constructive criticism and understanding.
Best wishes
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
Nov 24, 2023
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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Answer by Bergfreunde.eu
Dec 9, 2023
Hello and thank you for your feedback.
Our apologies that you had trouble with the code! Please contact us at bergfreunde.eu/contact so we can find a solution for you.
Best wishes
Bergfreunde.eu
Oct 31, 2023
Verified review
Slow customer service response
This is my first purchase from BF, text box for my delivery address has arranged my address in completely the wrong order, I contacted customer service, message said 2 - 4 days wait for a reply from customer service. Way too long for my liking.
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Answer by Bergfreunde.eu
Dec 9, 2023
Hello and thank you for your review.
We’re sorry that you’ve been waiting. At the moment, our customer service is experiencing a lot of queries and it sometimes takes a few days to get back to a question. We're truly sorry for that!
Best regards
Bergfreunde.eu
Oct 13, 2023
Verified review
One month and still no refund
A purchase I made a month ago was returned due to wrong size. I returned it a month ago and still no refund (164,98€). Email support is very friendly, but i don't know if they actually help.
Order 34418483
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Answer by Bergfreunde.eu
Dec 9, 2023
Hello and thank you for your feedback!
We understand how unsettling this is and this should not be happening. You have already been in contact with our customer service team and we saw that your refund was issued to you successfully!
Best wishes
Bergfreunde.eu
Jun 20, 2023
Verified review
I received defective sandals
I received defective boots, sent to return, for the whole week support team cant proceed the return, without any reason for that.
Almost a month has gone since I payed forhe order have no sandals, no money.
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Aug 18, 2023
Verified review
I couldn't pay with my credit card, even though I've tried multiple cards, in multiple banks, on multiple web browsers. I had to use PayPal which is bad, as I didn't want to pay their fee, but you made me.
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Answer by Bergfreunde.eu
Aug 31, 2023
Hello and thank you for your review!
We understand that you are upset in this regard. Unfortunately the decision and approval of the payment method lies with our payment service provider. We apologise that PayPal was your only possible option. We will look into this to improve our payment service.
Best regards, Bergfreunde.eu
Jun 26, 2023
Verified review
I received a product that was not new (most probably a return or an item that sat in a showroom), very poorly packaged. Customer Service just wasted my time with stupid general statements.
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Answer by Bergfreunde.eu
Dec 22, 2023
Thank you for the review.
Our apologies that the item you received does not meet your expectations.
If we can offer any further assistance please contact us at Bergfreunde.eu/contact/ .
Best regards, Bergfreunde.eu
Nov 21, 2023
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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Answer by Bergfreunde.eu
Dec 9, 2023
Hello and thank you for your feedback.
Our apologies that you had trouble with purchasing! Maybe try switching to a different browser or delete your cookies/browser history? We see you have already contacted our customer service so we can hopefully find a solution for you!
Best wishes
Bergfreunde.eu
Dec 15, 2023
Verified review
I ordered items 1/2 dec. only got them yesterday too late to return or exchange items before trip Saturday. Couldn’t afford to double order from somewhere else. Sizing too big
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Answer by Bergfreunde.eu
Dec 16, 2023
Thank you for the 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 they are working on a solution for you. We appreciate your patience and understanding.
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
Nov 4, 2023
Verified review
It takes weeks till the order arrives. And if, god forbid, the size does not fit and you return the order, then it takes ages to get your money back.
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Answer by Bergfreunde.eu
Dec 11, 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! Regarding your return, unfortunately, we have not yet received your return. Once we receive your parcel, we will notify you by e-mail and we will issue the refund.
Kind regards, Bergfreunde.eu
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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Answer by Bergfreunde.eu
Dec 9, 2023
Hello and thank you for your feedback.
We understand how unsettling this is. As we've seen, you have already been in contact with our customer service team.
Best wishes
Bergfreunde.eu
Jun 8, 2023
Verified review
Before payment, you should indicate that there is a delay in delivery. I ordered it on Monday and the package hasn't been collected yet.
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Answer by Bergfreunde.eu
Aug 4, 2023
Hello and thank you for your review!
Unfortunately, due to a complete adjustment of our inventory management system, there was a delay of processing in our logistics. This led to a backlog of orders. We apologize for any inconvenience caused. Currently are working at full speed to reduce this backlog.
Your package could not be delivered on time. We are sorry for that!
You can always use your 100-day return policy and simply send the unused items back to us.
We are sorry that the delivery time was unusually high this time. We understand that this is an inconvenience for you! Of course, this is not in accordance to our service philosophy.
We are constantly working to improve our service. We are sure that we will be able to convince you with our fast delivery times and our very good customer service with your next purchase.
Thank you for your constructive criticism and understanding.
Best wishes
Bergfreunde.eu