Bergfreunde.eu- Logo - reviews

Bergfreunde.eu
Reviews:

2,742 reviews in the last 12 months29,392 total reviews  

4.81
Excellent

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Certified since: Aug 29, 2017
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Bergfreunde.eu fulfils all Trusted Shops quality criteria, including
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  • Clear ordering process

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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.

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

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7 days ago
 Verified review
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8 days ago
 Verified review

Incorrect item shipped - refused to rectify

Berg Freunde shipped the incorrect size shoes and refused to fix their mistake by sending the correct size until I returned the previous pair. They kept referring to an the exchange/replacement process. I repeatedly called out this was not an exchange/replacement scenario but an error on their part. They offered 10 euro off as a "goodwill gesture" but really an actual good will gesture would have been to ship the items in parallel with me returning them. Very frustrating and unfortunate, I will not use the site again
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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
Apr 30, 2024
"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"
Apr 2, 2024
 Verified review
Yes please send all comunications in Catalan or English. And the web site is only in Spanish.
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Apr 1, 2024
 Verified review
I have not received my order
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Answer by Bergfreunde.eu
Apr 22, 2024
"Thank you for your review. We apologize that your experience did not meet your expectations! We are happy to see that your order now has been delivered. If we can offer any further assistance please contact us at Bergfreunde.eu/contact/ . Best regards, Bergfreunde.eu "
Mar 23, 2024
 Verified review
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Answer by Bergfreunde.eu
Apr 22, 2024
"Thank you for your review. We’re delighted to hear that you’re happy with our services. Best regards, Bergfreunde.eu"
Mar 22, 2024
 Verified review
Fake delivery times - The company consciously lies about the delivery times. I purchased a present for my son because I read that it would arrive in 2-3 days. AFTER they received the payment, I got the confirmation email saying the delivery would take 9-11 days. This is misleading advertising, a fraud and a formal legal action should be taken agains them.
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Mar 21, 2024
 Verified review
The package was lost by courier. Money wasn’t refaund.
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Mar 5, 2024
 Verified review
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Mar 2, 2024
 Verified review
Received different product from the one displayed on the shop website. The picture shown on the shop website (and in confirmation email) does not correspond to the product I received - it did show a jackwt with under arm pit zips and a different colour of front zips - obviousley a different product from the one I received. Big disappointment. I am returning this product and I am expected to pay 10 eur shipping costs for returning it, even if this is obviously due to a mistake by the eshop.
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Feb 24, 2024
 Verified review
Price in display and in the shopping bag differed....(didriksons elvira parka)
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Feb 19, 2024
 Verified review
I ordered a rab microlight deep ink. They sent me black
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Feb 8, 2024
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Feb 1, 2024
 Verified review
can not pay by card
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Jan 28, 2024
 Verified review
Terrible
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Answer by Bergfreunde.eu
Feb 8, 2024
Hello and thank you for the rating! Unfortunately, there is no information or reason listed together with your rating so we cannot see what the particular problem has been. Please contact us as soon as possible so we can clarify the matter. Kind regards, Bergfreunde.eu
Jan 24, 2024
 Verified review
Everything went wrong! I was deceived because I made an online purchase at a price, with still 2 products in stock, and they canceled my order with the excuse that they didn't have stock! Surreal. Even today, they still have one product in stock, and my order is still pending! On top of that, they increased the price of the product and wanted me to buy it again at the current price! Unbelievable! The worst online service I've experienced in my entire life!"
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Answer by Bergfreunde.eu
Feb 8, 2024
Thank you for the review. We absolutely understand your disappointment and apologize for your inconvenience. We are sorry that the sleeping bag was temporarily out of stock and your order had to be cancelled. Unfortunately, due to a technical issue in our online shop the item was shown as available when this was not the case. As we see that you already have contacted our colleagues at customer service and they have offered you a solution. Kind regards, Bergfreunde.eu
Jan 11, 2024
 Verified review

Misleading the customers on shipping

Once the website stated 3-5 working day delivery and when you order it is all of a sudden 5-7 working days. This is misleading the buyer!!! Also I have placed an order on the 9th January and today on the 11th there is still no update on my order, it is not even prepared!!!! Pathetic... Very poor shipping service... also I have contacted customer support and it says I have to wait 2-4 working days while someone replies... This is also very poor customer support.
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Answer by Bergfreunde.eu
Jan 12, 2024
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 it bothers you when you don't receive any information about the shipping status. We are constantly working on the optimization. We can see that your parcel has already left our center and will be delivered in the next days. Best regards, Bergfreunde.eu
Dec 29, 2023
 Verified review
Order has not arrived holiday gift will be not given.
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Answer by Bergfreunde.eu
Jan 9, 2024
Thank you for the review! We understand how unsettling this is and this should not be happening. You already are in contact with our customer service team and they are working on a solution for you. We appreciate your patience and understanding. Please do contact us at Bergfreunde.eu/contact/ if you have further questions. Best regards, Bergfreunde.eu
Dec 26, 2023
 Verified review
The return/exchange process is a bit unwieldy in comparison to Backcountry.com
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Answer by Bergfreunde.eu
Jan 9, 2024
Hello and thank you for your review! We apologize that your experience did not meet your expectations! We are constantly working to improve ourselves and ask for your understanding. Best regards, 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