Bergfreunde.euReviews:
2,813 reviews in the last 12 months29,228 total reviews
Excellent
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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.
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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
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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M-
macias -.
Torun
Mar 24, 2024
Verified review
I will order here, but this order was a mess
I like the store and I will order here in future, but this order was handled very poorly. The store knew in advance there was a problem with payment via PayPal -- instead of disabling it temporarily there was a label added with warning. The label was implemented incorrectly so it vanished randomly and not seeing it at first I paid via PP. My money was frozen as result. The customer support repeatedly (!) assured me money will be returned in FEW days. After two weeks I pressed on the issue, and the store explained they will be returned within 30 days. Few = 30? Since when. I also received tickets to review the support I received but they expired until the whole issue was solved. All of this mess could be easily avoided if someone paid attention.
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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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Mar 23, 2024
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Answer by Bergfreunde.eu
4 days ago
"Thank you for your review. We’re delighted to hear that you’re happy with our services.
Best regards, Bergfreunde.eu"
Feb 1, 2024
Verified review
can not pay by card
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MP
Mihai P.
Cluj-Napoca
Feb 16, 2024
Verified review
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Jan 6, 2024
Verified review
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Answer by Bergfreunde.eu
Jan 9, 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
JM
jim m.
Limerick Ireland
Aug 27, 2023
Verified review
Not. Happy with customer service
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.
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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
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
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
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
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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...
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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
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
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
Oct 31, 2023
Verified review
Slow customer service response
This is my first purchase from BF, text box for my delivery address has arranged my address in completely the wrong order, I contacted customer service, message said 2 - 4 days wait for a reply from customer service. Way too long for my liking.
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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. At the moment, our customer service is experiencing a lot of queries and it sometimes takes a few days to get back to a question. We're truly sorry for that!
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
Oct 13, 2023
Verified review
One month and still no refund
A purchase I made a month ago was returned due to wrong size. I returned it a month ago and still no refund (164,98€). Email support is very friendly, but i don't know if they actually help.
Order 34418483
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Answer by Bergfreunde.eu
Dec 9, 2023
Hello and thank you for your feedback!
We understand how unsettling this is and this should not be happening. You have already been in contact with our customer service team and we saw that your refund was issued to you successfully!
Best wishes
Bergfreunde.eu
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.
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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
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.
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Answer by Bergfreunde.eu
Dec 22, 2023
Thank you for the review.
Our apologies that the item you received does not meet your expectations.
If we can offer any further assistance please contact us at Bergfreunde.eu/contact/ .
Best 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