Bergfreunde.euReviews:
2,785 reviews in the last 12 months29,272 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
Aug 14, 2023
Verified review
Bergfreunde STOP STEALING my money via unauthorised transactions!!!
Bergfreunde STOP STEALING my money!!!
Unauthorised transaction!
On August 5th, 2023 I have been charged with the amount of €153.91 (See "Image 06-23-2023.jpeg" and a PDF bank statement document attached to this email).
This transaction is unknown to me, and has not been authorized by me, would you be able to explain why was this amount charged on August 5th?
The amount matches my previous order from June 22nd, 2023 (Order ID: 33781970) which I have paid for and the transaction was cleared on June 23rd, 2023 (see "Image 08-05-2023.jpeg" and a PDF bank statement document attached to this email) I am not sure if the two are related but given that the amount matches I have provided proof of payment to ensure you have all the details.
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Answer by Bergfreunde.eu
Sep 1, 2023
Thank you for your 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 your money has been transferred back to your account. We will look into the causes of this incident. We appreciate your patience and apologise for the inconveniences.
Best regards, 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
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
Aug 3, 2023
Verified review
Dissatisfaction
Hello. I have 4 days from which to please cancel my order 34127698 of 31. 07. 2023 and return the money to my account. I made a mistake with the order and requested a cancellation. The history of my orders is not visible, I can see the canceled order in the status. The money paid has not returned to my account. I have sent several emails and things are the same. I'm really worried. Customer 42522315, Adavidoaiei Mariana
P.S. Now I can see the order history.
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Answer by Bergfreunde.eu
Aug 30, 2023
Thank you for the review.
We understand how unsettling this is. As we can see you have already been in contact with our customer service team and the money has been transferred back to you account. We apologise for any inconveniences and we appreciate your patience.
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
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
May 30, 2023
Verified review
tent came in a huge empty box
I was ordering a tent and it came in a huge box, where would have been possible to add at least 3 more tents. No need to carry air, we should all take steps towards cleaner air, cleaner environment and that kind of choices dont help along.
Other than that, tent was great, as promised and it arrived later than promised, but i am living on a countryside, so it is rather normal.
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Answer by Bergfreunde.eu
Jan 4, 2024
Hello, the packaging sizes are standardized to a certain degree.
Due to the standardized packaging sizes, the CO2 emissions per
consignment can be minimized as the trucks can be loaded much
more efficiently. We now have machines which scan the fill level
of a carton and then cut them precisely before they are shipped.
We are unable to ship envelopes for insurance purposes.
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
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
Jul 26, 2023
Verified review
The shipping is slow, there is a problem with pictures
The shipping is slow, it takes many days to get the product shipped and the order still shows in "processing status".
The picture of the products have a problem, when selecting a color, if you look at the pictures sometimes it shows the chosen color, sometimes it shows other colors
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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
Apr 4, 2024
Verified review
Haven't received the package yet!!!
I have no idea why you keep asking me to rate the service as I am still waiting for the package. I ordered the stuff on the 21st of March. Today is the 4th of April and still haven't received anything!!! When I check the tracking, it looks like the package is still in Germany!!!
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Answer by Bergfreunde.eu
5 days ago
"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 a delay in delivery is frustrating for you. We are happy to see that you have received your order by now and we hope you are happy with it.
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
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
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
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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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