Bergfreunde.euReviews

The delivery was a total failure. The order arrived to Slovakia and was supposed to be delivered the next business day, however instead of the delivery taking place there was nothing and all I saw online was that there was an unknown error with delivery. So I waited 3 more business days, no delivery, no update, nothing. I sent an email to Bergfreunde who has not replied until today, and I think it's already been like 3 business days. Then I decided to call DHL who gave me a contact to SPS who was supposed to be delivering the order within Slovakia. After calling SPS I was told due to GDPR DHL did not give SPS any of my details so the order was stuck in SPS warehouse. Managed to solve the situation in the end and pick up the order, but I went there to get it myself. Overall the email support and also the delivery process was very bad, especially for a company presenting itself as customer oriented and customer friendly.

Dear Madam/Sir, I have ordered the Millet Hoodie with these order's details: YOUR ORDER DETAILS Customer number: Order number: 30358061 41064480 Date: Friday, April 29, 2022 Shipping via: Post AT Tracking number: 1034973007251530111207 Track your order » Delivery address: Botschaft von Bosnien u. Herz. Vladimir Glamoclija Tivoligasse 5 1120 Wien Österreich Unfortunately, I got something different than I had ordered. It was different front print which changes the outlook of the garment. I complained to your relevant service but still no answer! Vladimir

Item not yet received

The product range is really, and the shipping service takes about a week more or less, but the return policy is absolutely horrible. First for my country, Romania, the return is made with the pulpit postal service that takes a lot of time, after they receive the product they have another 21 days to process it, and then a few days to give your money back. For me that is about 2 months, and on top of that they do not change the product, just give you the money back because they don’t keep products in stock, AND ON TOP OF THAT on a 1000 euro order you pay your own return transport. I will never ever use this site again, they are all about selling, no attention to customer care. They should make their return policy as easy as their buying policy

Prices are good, however there is no option on the user interface to cancel a NEW order. I've contacted with customer service in 5 minutes after the wrong order has been placed, but they told me it's too late to cancel. "Unfortunately, your parcel is too far along in the preparation process for either an amendment or a cancellation. You will receive a dispatch confirmation e-mail along with your tracking information as soon as your order is on its way. Our apologies for the inconvenience! " I had to place and pay another order with the correct item and send back the wrong one. After their warehouse recieves thes item, they will refound in 10 business days. Extremely inflexible and not user friendly customer support...

Work on your procedures of returning an object that was send by mistake by the store. I had this problem and I was required to sit in a long que at the local post office instead of sending someone for pick up. Shame.

The packet arrived opened (probably in transport) and is delivered in the post office nearby, not in my adress.

Poor communication. I was concerned that my order seemed to be locked in the status “being processed” and wrote two times to clarify, with no response. I don’t mind waiting but I like to be fully informed. It’s all very well saying delivery in 3-5 days, but if it takes 5 days to dispatch the delay becomes 10 days potentially. It’s unacceptable, hence 2 stars

Canceled and refunded my order with no explaination - after waiting 2 weeks for my order to arrive

the final payment stage was difficult - I had to submit my card details several times.

I HAVE NOT BEEN CONTACTED BY DHL FOR THE DELIVERY OF MY PARCEL

Please better communication with customer.

Please improve delivery

This was the third time, there was a quality issue with the order. This time, the main product photo was not the correct one. Before, the pump was missing from the stove's package, and another time, the knife was probably a returned unit, not in mint condition. The support team has always been polite, efficient, and resolved the issues promptly, but ideally, they should be of little use in the first place.

Unfortunately, it is very expensive to purchase items from Bergfreunde and ship them within EU. I try to buy order of high value and yet shipping costs a significant portion.

Order placed on 31/1; shipping made only on 3/2 and order received on 9/2. Poor support response to submission preparation time complaint.

very late dispatching, no information why... Surprisingly bad this time (still not received the goods)