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Top positive review
Bergfreunde.eu customer
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Nov 30, 2022
Verified review
Shipping services outside DE, in EU countries can be improved by choosing a good delivery service provider like DHL, not some small local courier or the Post Service. Once the parcel is out from your depot, the customer is on his own and at the hand of the local delivery courier from each country. Because the parcel is not delivered to the final customer by DHL. I think this would be a very good option, or maybe the best, that the parcel is transported and delivered to the final customer from start to finish by DHL in every country. I think this should solve the problem of the local couriers from each country.
A very IMPPRTANT PROBLEM is that the phone number does not appear on the parcel itself, on the package so the courier can not contact the final customer and he does not come to the address to search for the customer. They do absolutely nothing to contact the customer if they do not have the phone number on the parcel. So we have to contact them at the center and call them and go to pick up the parcel personally because they do not bother to find the final customer if they do not have the phone number on the box.
The problem is that the phone number of the customer does not appear on the label fom the box with the products to be delivered. So the courier can not contact the final customer and they do not bother to search the customer at the address. If they do not have phone number on the box they just leave and the customer has to contact them at the delivery center, which is in another city/town(energy, time, money, etc). All this can be solved by showing and displaying and writing down the customer phone number directly on the box label(parcel). It does not appear directly fron the sistem on the label.
I had this problem every single time I have purchased something from your website.
This is the reason why I gave a 4 star rating and not 5.
Thank you. All the best.
one star ⭐ is to much already. firstly they did not place my phone no. on the parcel; i had to locate the parcel to drive over there and pay few bucks to get it, because was on the way back to bergfrende guys. 2ndly, the products were not properly displayed regarding size. In my case, i have purchased a cap which was kids size! the other produc was a Scott bike shorts, ad i have from some years now an old one, but this new one was way to large. I had unfortunately to pay money to get rid of bergfrende careless unpro operations they do! hopefully not with everybody; i have learn and ticket for to that was 9,95€uro. Apologies or discount No! no need for that. Disappointed -that is that period.
I purchased a pair of sandals on their website but realised that I wanted to change my mind so quickly cancelled the order. However they still sent the order to me. When I complained they did send a post paid label for me to return the item but it would still be awkward for me to return the order so I decided to keep it. This order should have been cancelled and never sent to me. Not happy with their customers service. There should be a check to see if customers have sent messages before orders are dispatched.
Answer by Bergfreunde.eu
Aug 28, 2023
Thank you for your review and your feedback.
We can fully understand that you're upset that we were not able to cancel your order. Unfortunately our window to manually cancel an order is very small and our logistics department was quicker and has already processed your order. We will internally adress your feedback of a customer message check before dispatching an order. We apologise for the inconveniences!
Best regards, Bergfreunde.eu
Bergfreunde.eu customer
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Aug 18, 2023
Verified review
I couldn't pay with my credit card, even though I've tried multiple cards, in multiple banks, on multiple web browsers. I had to use PayPal which is bad, as I didn't want to pay their fee, but you made me.
Answer by Bergfreunde.eu
Aug 31, 2023
Hello and thank you for your review!
We understand that you are upset in this regard. Unfortunately the decision and approval of the payment method lies with our payment service provider. We apologise that PayPal was your only possible option. We will look into this to improve our payment service.
Best regards, Bergfreunde.eu
Bergfreunde.eu customer
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Aug 10, 2023
Verified review
Already waiting full 4 days for dispatch
Already waiting full 4 days only for dispatch 2 shorts , summer will gone in mean time
No way than the delivery will be 8 working days
Bergfreunde.eu customer
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Aug 21, 2023
Verified review
No package, no delivery, no proper abswer from bergfreunde, but yes, lets send a survey 🤦♂️
Bergfreunde.eu customer
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Aug 16, 2023
Verified review
good products but forces to buy more
good products at good price but force buyer to spend more
Answer by Bergfreunde.eu
Aug 28, 2023
Thank you for your review.
We apologize that your experience did not meet your expectations. Unfortunately we cannot understand what you mean by 'force buyer to spend more' as there are no such measures in our shop. We are pleased at any time to hear about your experiences and suggestions at Bergfreunde.eu/contact/ .
Best regards, Bergfreunde.eu
Bergfreunde.eu customer
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Aug 28, 2023
Verified review
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
Bergfreunde.eu customer
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Jun 4, 2023
Verified review
Very slow...
I ordered my stuff on Monday. Nothing happend until Friday. At weekend I had to write a letter for the costumer care because I didn't know anything about my parcel. Than they answered me on Monday when they dispatched. I got my parcel 2 weeks later. It has to be a week but it looks like they were sleeping...
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
Bergfreunde.eu customer
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Jun 26, 2023
Verified review
I received a product that was not new (most probably a return or an item that sat in a showroom), very poorly packaged. Customer Service just wasted my time with stupid general statements.
Bergfreunde.eu customer
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Jun 5, 2023
Verified review
Items did not arrive in time
So when I return home I will be sending back to seller for refund
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
Bergfreunde.eu customer
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Jun 14, 2023
Verified review
Shipping is horrible, after 12 days order is still not delivered!!!
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
Bergfreunde.eu customer
Report review
Jun 21, 2023
Verified review
Very long delivery time which was different to advertised
Very long delivery time.
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
Bergfreunde.eu customer
Report review
Nov 24, 2022
Verified review
The feedback of sending a mail is to over rated.
The product are just the fit for any adventure needs. That’s for sure ! :D
But, by sending 1 request of specific question. You’ll get 4/5 notifications about your request status.
On the 6th e-mail, you’ll get a reply, the 7th be a question about your reply rating. 8th wil be a conformation of a settle.
It just to much e-mail’s, feels like a heavy spam.
The second moment is the logistics. There is no forward information to regionaal delivery company’s.
By sending in the EU, the commitment of 4-5 days delivery is a real lottery.
Answer by Bergfreunde.eu
Feb 14, 2023
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 the delivery takes a day longer than suspected. We are constantly working on the optimization.
Best regards, Bergfreunde.eu
Bergfreunde.eu customer
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Feb 15, 2023
Verified review
Tracking says that my address is not complete and there is no phone number provided?! I have provided all me details to berg freunde.eu
If the package was not send properly, nothing I can do. Now I need to go to the courier's office and check if the package is there or not. Bad experience, will not shop from the store again.
Unsuccessful Delivery
Incomplete address [#1002] Consignee not reachable - routed to office [#1020] НЯМА ТЕЛЕФОН ЗА ВРЪЗКА (NO PHONE PROVIDED)
Answer by Bergfreunde.eu
Feb 16, 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 within the EU and accordingly a high volume
for our carrier. We're happy to see that you received your parcel on 16/02/2023. We're sorry for the inconvenience!
Best regards, Bergfreunde.eu
Bergfreunde.eu customer
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May 5, 2023
Verified review
Hi Bergfreunde,
COMPLAINT product damaged, order number 33234631, ticket ID1758061, Dynafit jacket.
I sent the package back to you 14 days ago, according to your instructions.
I would like to ask if you have received the package back ?
And when will the funds of €209 be returned to me.
Thank you for your answer
Mgr. Jozef FEKIAČ
SLOVAKIA
dodofekiac@gmail.com
Bergfreunde.eu customer
Report review
Nov 29, 2022
Verified review
broken delivery process
I ordered the goods but the next step was refund despite I didn't get any information about my delivery and didn't received any goods. Local courier said that this package even didn't arrived to the destination country. And the only answer I got was that please make the new order. The process could be better.
Answer by Bergfreunde.eu
Feb 14, 2023
Unfortunately, a technical mistake occured during the
shipping of your order and your parcel couldn’t be shipped.
We apologize for not being able to deliver your
parcel and fully appreciate how disappointing this is.
Meanwhile a refund has been issued. If you require any
further information or assistance, do not hesitate to
contact our customer service at www.bergfreunde.eu/contact/ .
Kind regards, Bergfreunde.eu
The length of time from ordering to delivery and then for returns to be processed if something isn’t right is too long. The courier service paid for / used by BF is painfully slow. 11 days from order to delivery in Ireland.
Answer by Bergfreunde.eu
Apr 28, 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 DHL. We're happy to see that you finally received your parcel. We're sorry for the inconvenience! Best regards, Bergfreunde.eu
Despite having a great range of projects their fulfilment partner is very poor. 10+ days to get from Germany to Ireland is not good enough. I’m increasingly reluctant to order due to their slow delivery times.
Answer by Bergfreunde.eu
Feb 2, 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 within the EU and accordingly a high volume
for us. We're happy to see that you finally received
your parcel. Sorry for the inconvenience!
Best regards, Bergfreunde.eu
Bergfreunde.eu customer
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Nov 24, 2022
Verified review
Still waiting the shipment! Seems that DHL is incompetent or lazy, when I called them, I didn't get a concrete answer and I have to start investigating the matter again on my own.
Answer by Bergfreunde.eu
Feb 14, 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.
Best regards, Bergfreunde.eu
Bergfreunde.eu customer
Report review
Nov 29, 2022
Verified review
very bad service , tried to call them 3-4 times and they never answer the phone.they reply to my email after 3 days.
the order hasn't arrived yet!!!!
Answer by Bergfreunde.eu
Feb 14, 2023
Hello and thank you for taking time to leave a review!
Due to Blackweek, we had a very high volume of incoming requests. We have been trying to answer all calls and emails as quickly as possible. We're sorry that you had to wait. As we can see you already got a response from our customer service and we are pleased that you finally received your parcel. We wish you a lot of fun with your item. Best regards, Bergfreunde.eu
Bergfreunde.eu customer
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Nov 30, 2022
Verified review
Bought komperdell nordic walking poles. There was no possibilities to choose straps size and they send straps kids size, now can"t use whit gloves.
Answer by Bergfreunde.eu
Feb 14, 2023
Thank you for your review.
We apologize for this inconvenience! We're very
sorry that you did not receive the ordered item. Please contact us at www.bergfreunde.eu/contact/ so we will
find a solution!
Best regards, Bergfreunde.eu
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