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Bergfreunde.eu
Reviews:

3,196 reviews in the last 12 months28,889 total reviews  

4.82
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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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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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 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
Oct 9, 2023
 Verified review
Shipping seems to get slower and slower with this company. Disappointing service.
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Answer by Bergfreunde.eu
Dec 9, 2023
Hello and thank you for your review. Our apologies about the shipping delays. We're happy to see that you have received your parcel! Best wishes 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
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
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
JX
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
Sep 15, 2023
 Verified review
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Answer by Bergfreunde.eu
Sep 18, 2023
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
Sep 9, 2023
 Verified review
problem using pay pal, had to write delivery address 5 times
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Answer by Bergfreunde.eu
Sep 11, 2023
Hello and thank you for your feedback! We're sorry to hear that you had difficulties with the delivery of your order. We understand that you're upset about that. Contact us at anytime at Bergfreunde.eu/contact/ if we can assist you. We apologise for the inconvenience. Best wishes, Bergfreunde.eu
Sep 9, 2023
 Verified review
the goods are sent that do not correspond to what you order, scammers
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Answer by Bergfreunde.eu
Sep 12, 2023
Thank you for the review. Our apologies that you did not receive the items you ordered. This shouldn’t be happening. As we can see you have already been in contact with our customer service. Should your case not have been solved to your satisfaction contact us again at Alpinetrek.co.uk/contact/ so that we can assist you further. Best regards, Bergfreunde.eu "
Sep 8, 2023
 Verified review
cancel my order for no reason
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Answer by Bergfreunde.eu
Oct 6, 2023
Hello and thank you for your message! We understand that you are upset in this matter. Please get in touch with us to clear up the misunderstanding. Thank you and best regards, 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
Aug 29, 2023
 Verified review
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Answer by Bergfreunde.eu
Aug 31, 2023
Hello and thank you for your 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 at bergfreunde.eu/contact/ . Kind regards, Bergfreunde.eu
Aug 28, 2023
 Verified review
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Answer by Bergfreunde.eu
Aug 31, 2023
Hello and thank you for your 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 at bergfreunde.eu/contact/ . Kind regards, Bergfreunde.eu
Aug 28, 2023
 Verified review

Frustrating Shopping Experience at Bergfreunde: Stock and Payment Issues

I attempted to purchase a hat from the Bergfreunde platform, but my card was not accepted as a valid payment method. Luckily, I also had a PayPal account, so I could proceed with an alternate payment method. Unfortunately, the hat I wanted was the last one in stock, and after the initial payment failed, it immediately became unavailable. This occurred over a week ago, and disappointingly, Bergfreunde has not restocked the item since. This has left me quite disappointed. I recently decided to make another purchase, opting for different models as the initial hat I wanted still remains unavailable. However, during this process, I made an error while entering the shipping address. Realizing my mistake, I promptly contacted Bergfreunde to rectify the issue. To my dismay, I discovered that I had no options other than to wait and hope for a resolution or to cancel the order altogether. Regrettably, I had to cancel the order, which has brought me back to square one. I am now without the hat I initially desired and find myself unable to purchase any other items. This is especially frustrating because my previous order contained several hats, all of which were the last units in stock, which put me in the same place as before. While I believe Bergfreunde is generally a reliable destination for purchasing outdoor gear and clothing, I can't help but notice persistent issues with their IT sector. I will likely cancel my order and seek out alternatives to avoid encountering such difficulties again. As a customer, I expect a swift and seamless resolution to problems, rather than waiting endlessly for a purchase I have already committed to. It's frustrating that I have to set up notifications for products that should be available but are inaccessible due to stock system failures. What initially seemed like a positive online shopping experience has now become incredibly stressful. I find it difficult to recommend Bergfreunde to a friend, and I'm hesitant to engage with their platform again, given the likelihood of encountering similar issues repeatedly. Despite my frustrations, I must acknowledge that the support service was responsive and friendly when I contacted them by phone. However, it's clear that their capabilities are limited, leaving customers like me in a holding pattern until items are restocked. This ongoing inconvenience has been disheartening. I sincerely hope that Bergfreunde will work to enhance their system, allowing for straightforward replacement of items following an order cancellation.
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Answer by Bergfreunde.eu
Aug 30, 2023
Hello and thank you for your valuable feedback! We're sorry that your experiences with our shop didn't meet your expectations. We can understand that the issues outlined above prevent you from a satisfying experience. We are constantly working on the optimization. We apologise for the inconveniences! 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 19, 2023
 Verified review
Endeavor to ship to Iceland. Order was canceled because they would not ship to iceland
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Answer by Bergfreunde.eu
Dec 9, 2023
Hello and thank you for your feedback! We understand that this is unsettling. Unfortuntely, at the moment we cannot deliver parcels outside of the EU. We're truly sorry about that. We hope this will change in the future! Best wishes Bergfreunde.eu