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
Hi Bergfreunde,
COMPLAINT product damaged, order number 33234631, ticket ID1758061, Dynafit jacket.
I sent the package back to you 14 days ago, according to your instructions.
I would like to ask if you have received the package back ?
And when will the funds of €209 be returned to me.
Thank you for your answer
Mgr. Jozef FEKIAČ
SLOVAKIA
dodofekiac@gmail.com
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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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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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12 days ago
Photos are deceiving and don't include many article details.
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May 5, 2023
Goods have not arrived 14 days after placing order
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22 hours ago
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May 13, 2023
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May 5, 2023
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May 2, 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 20, 2023
I ordered a jacket following the size chart but it was two sizes bigger than mine. It's the second jacket but I'm not able to find the right one for me. On top of that I have had to pay €5 for returning the item.
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Answer by Bergfreunde.eu
Apr 28, 2023
Hello and thank you for your review! Please accept our apologies that your item has not arrived in the ordered size. 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. Kind regards, Bergfreunde.eu
Verified review
Apr 2, 2023
Local currier company (DHL local branch) didn't deliver the package to my house,, as they said the address was incomplete. Also my contact number was missing. I provided both during the order, so not happy....
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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
Apr 15, 2023
Unfortunately, although the product is legit, the wrong size of jacket was shipped.
The order of size should be S, but it turns out to be M.
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Answer by Bergfreunde.eu
Apr 28, 2023
Hello and thank you for your review. We apologize for this inconvenience! We're very sorry that you did not receive the ordered size. Please contact us at Bergfreunde.eu/contact/ so we can find a solution! 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
Apr 12, 2023
the price is originally €58, after i had inputted all payment detail, the price immediately raised to €68
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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! Normally that should not happen, but sometimes you first see the price without vat and in the cart with vat. Please contact us via Bergfreunde.eu/contact/ so we can find a solution for you! Best regards, Bergfreunde.eu
Verified review
Apr 27, 2023
salamon apavi tiesi laikā, pat nedaudz brīvi 43 izm.scarpa 43 nedaudz par mazu
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Answer by Bergfreunde.eu
Apr 28, 2023
Hello and thank you for your review. Our apologies that the item you received does not meet your expectations. Please contact us at Bergfreunde.eu/contact/ so we can find the right product for you. Best regards, Bergfreunde.eu
Verified review
Apr 17, 2023
The case for goggles was damaged and the googles itself had scratches.
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Answer by Bergfreunde.eu
Apr 28, 2023
Hello and thank you for your review! Please accept our apologies that your item arrived damaged. Please contact us via Bergfreunde.eu/contact/ so that we can find a solution for you. Kind regards, Bergfreunde.eu
Verified review
Apr 13, 2023
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Answer by Bergfreunde.eu
Apr 28, 2023
Hello and thank you for the rating! Unfortunately, there is no information or reason listed together with your rating. We are pleased at any time to hear about your wishes and suggestions! Kind 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
Mar 5, 2023
A returning customer. I found very few of the brands that I bought previously were now stocked. I did feel that the prices had improved. The delivery service is as good as ever.
I haven't been back for a while as previously when I tried to return a wrong sized pair of unworn boots... the return was refused.... not a happy camper and shopped elsewhere since.
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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 don't see any contact request from you, please contact us via Bergfreunde.eu/contact/ so that we can find a solution for you! Best regards, Bergfreunde.eu
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