Bergfreunde.euReviews:
2,846 reviews in the last 12 months29,197 total reviews
Excellent
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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.
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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
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
CM
Christine M.
BELFAST
Dec 11, 2023
Verified review
your website is a pain to negotiate. the cursor jumps about. scrolling is haphazard and i kept getting put back to top of page regardless of where i had been. took for ever to put order together, but at least you have a good selection and prices x
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Answer by Bergfreunde.eu
Dec 16, 2023
Hello and thank you for your feedback!
We're sorry to hear that you had difficulties with the our website. Maybe you could try a different browser next time or delete your cache/cookies? We're happy to hear that you enjoy Bergfreunde otherwise!
Best regards
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
Sep 28, 2023
Verified review
I didn't like that I placed an order at 22.00 and after 5 minutes I wrote an email for delete ii. The day after, at 9.00 am in morning I called for ask to delete the order but order was processed and so was no possible to delete it.
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Answer by Bergfreunde.eu
Oct 6, 2023
Thank you very much for your message!
We are sorry that we could not cancel your order, it was already in the in the shipping process. It is a pity that you did not like the items you ordered. You can sent the items back to us.
Best regards, Bergfreunde.eu
Apr 24, 2023
Verified review
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
Apr 20, 2023
Verified review
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
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
Oct 2, 2023
Verified review
I didn't receive one item from my order
I ordered 4 items, and 1 item is not included in package (1x STOIC - Logo Neckwarmer - Tube scarf).
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Answer by Bergfreunde.eu
Oct 6, 2023
Hello and thank you for your feedback!
We are very sorry for the delay in the shipping. Unfortunately, there was a high volume for our carrier. We're happy to see that you finally received your parcel. We're sorry for the inconvenience!
Best 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
Aug 10, 2023
Verified review
Already waiting full 4 days for dispatch
Already waiting full 4 days only for dispatch 2 shorts , summer will gone in mean time
No way than the delivery will be 8 working days
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Answer by Bergfreunde.eu
Dec 9, 2023
Hello and thank you for your review.
We apologise that your experience did not meet your expectations! We're very sorry for the delay of your shipment and are happy that it was delivered shortly after.
Best regards
Bergfreunde.eu
Aug 1, 2023
Verified review
Loch im Schuh nach paar Monaten
Ich habe mir die Niad VCS von 5.10 vor 2-3 Monaten geholt und habe jetzt schon ein Loch im vorderen Zeh.
Ist das normal?
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Answer by Bergfreunde.eu
Aug 28, 2023
Hallo und vielen Dank für Dein Feedback!
Entschuldige bitte, dass Dein Produkt bereits Mängel aufweist. Melde Dich doch gerne bei uns über Bergfreunde.eu/kontakt/ damit wir uns den Fall anschauen und Dich unterstützen können.
Viele Grüße, Bergfreunde.eu
May 4, 2023
Verified review
Order was placed paid for and never received then refunded and no reasonable explanation except for blaming courier
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