Bergfreunde.euReviews:
2,788 reviews in the last 12 months29,289 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
Dec 21, 2023
Verified review
Takes too long to ship and then to deliver
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Answer by Bergfreunde.eu
Dec 22, 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 Evri.
We're happy to see that you finally received your parcel. We're sorry for the inconvenience!
Best regards, Alpinetrek.co.uk
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
MM
Max M.
Haiger
Dec 14, 2023
Verified review
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Answer by Bergfreunde.eu
Dec 16, 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
KM
K M.
Ireland
Dec 12, 2023
Verified review
Company can not fulfill orders and do not communicate with customers.
The worst kind of comapny.
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Answer by Bergfreunde.eu
Dec 16, 2023
Hello and thank you for your feedback!
We're sorry that your experiences with our shop didn't meet your expectations. We are constantly working on the optimisation.
Best regards
Bergfreunde.eu
Dec 12, 2023
Verified review
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Answer by Bergfreunde.eu
Dec 16, 2023
Hello and thank you for the rating!
Unfortunately, there is no information or reason listed with your rating. We are pleased to hear about your wishes and suggestions at any time!
Kind regards
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
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
Dec 8, 2023
Verified review
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Answer by Bergfreunde.eu
Dec 8, 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, Alpinetrek.co.uk
Dec 5, 2023
Verified review
The real colour does not suit to the picture
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Answer by Bergfreunde.eu
Dec 6, 2023
Thank you for the review. Our apologies that the item you received does not meet your expectations. Please contact us at Alpinetrek.co.uk/contact/ Bergfreunde.eu/contact/ so we can find a solution for you.
Best regards, Bergfreunde.eu
Nov 29, 2023
Verified review
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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Answer by Bergfreunde.eu
Dec 9, 2023
Hello and thank you for your review.
Our apologies that the item our service did not meet your expectations. We've seen you already contacted our customer service to clarify the matter.
Best regards
Bergfreunde.eu
Nov 24, 2023
Verified review
i cannot pay or regster billing address from Serbia. Shame
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Answer by Bergfreunde.eu
Dec 9, 2023
Hello and thank you for your feedback!
We're sorry but due to EU regulations we cannot deliver to Serbia at the moment. We can understand that this is an inconvenience. We are hoping this will change in the future!
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
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
Nov 20, 2023
Verified review
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Answer by Bergfreunde.eu
Dec 6, 2023
Hello and thank you for your rating! We are very
sorry that we could not convince you of our service!
Unfortunately, there were massive delays in
shipping within the EU and accordingly a high
volume for us. Sorry that you had to wait longer
for an email reply. 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
Nov 4, 2023
Verified review
It takes ages till a customer gets refund.
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Answer by Bergfreunde.eu
Dec 11, 2023
Hello and thank you for your review!
We apologize for the inconvenience you experienced with your return. We are glad to see that your concern has been resolved by our customer service. Meanwhile your return has arrived here and a refund has been issued. Sorry again for 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 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 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
Oct 16, 2023
Verified review
I posted a question but have not received an answer
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Answer by Bergfreunde.eu
Dec 9, 2023
Hello and thank you for your feedback.
We're sorry that you've been waiting. Our records show that you received an answer a day after your questions - please let us know if there was a technical issue!
Best wishes
Bergfreunde.eu