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.
14 days ago I paid for running poles.
After 10 days I asked what's with my order and Andrew from Customer support wrote me:
Order is at the logistics team to be prepared for shipping. And that it can take an extra 5-10 working days for my order to be dispatched because packing by hand...
So they would take 10 + 5-10 = 25 days to send the running poles?
When I asked him how come, that this takes so long, he just replied to me with exactly the same email.
So he did not provide me with any good information or gave me a feeling that he cares for his customer.
So just yesterday afternoon I got an email stating my order just left the warehouse - finally, I was happy :) but 1 hour later I got another email "Your return for order 31045945 has been booked"
I have never requested a return of my order....
1. Extremely inflexible and not user-friendly customer support
2. To long period of shipping(from Germany to Slovenia) they would take 25days
3. Misleading information about delivery times on website
3. They cancel orders without customer request
Worst customer experience I ever got from online shops, unfortunately
Goods have not arrived 14 days after placing order
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Verified review
May 2, 2023
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Verified review
Apr 20, 2023
I ordered a jacket following the size chart but it was two sizes bigger than mine. It's the second jacket but I'm not able to find the right one for me. On top of that I have had to pay €5 for returning the item.
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Answer by Bergfreunde.eu
Apr 28, 2023
Hello and thank you for your review! Please accept our apologies that your item has not arrived in the ordered size. We can see you have already contacted our colleagues in customer service and they are now working on a solution. We appreciate your patience and understanding. Kind regards, Bergfreunde.eu
Verified review
Apr 2, 2023
Local currier company (DHL local branch) didn't deliver the package to my house,, as they said the address was incomplete. Also my contact number was missing. I provided both during the order, so not happy....
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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
Verified review
Apr 27, 2023
salamon apavi tiesi laikā, pat nedaudz brīvi 43 izm.scarpa 43 nedaudz par mazu
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Answer by Bergfreunde.eu
Apr 28, 2023
Hello and thank you for your review. Our apologies that the item you received does not meet your expectations. Please contact us at Bergfreunde.eu/contact/ so we can find the right product for you. Best regards, Bergfreunde.eu
Verified review
Apr 17, 2023
The case for goggles was damaged and the googles itself had scratches.
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Answer by Bergfreunde.eu
Apr 28, 2023
Hello and thank you for your review! Please accept our apologies that your item arrived damaged. Please contact us via Bergfreunde.eu/contact/ so that we can find a solution for you. Kind regards, Bergfreunde.eu
Verified review
Apr 13, 2023
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Answer by Bergfreunde.eu
Apr 28, 2023
Hello and thank you for the 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! Kind regards, Bergfreunde.eu
Verified review
Mar 5, 2023
A returning customer. I found very few of the brands that I bought previously were now stocked. I did feel that the prices had improved. The delivery service is as good as ever.
I haven't been back for a while as previously when I tried to return a wrong sized pair of unworn boots... the return was refused.... not a happy camper and shopped elsewhere since.
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Answer by Bergfreunde.eu
Apr 28, 2023
Hello and thank you for your review! We are sorry that you are not satisfied with our service! Unfortunately we don't see any contact request from you, please contact us via Bergfreunde.eu/contact/ so that we can find a solution for you! Best regards, Bergfreunde.eu
Verified review
Mar 23, 2023
price did not match, on the screen the cost is 100.8e, but after adding to the cart it went up to 119e
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Answer by Bergfreunde.eu
Apr 28, 2023
Hello and thank you for your review! We are sorry that you are not satisfied with our service! As we can see, you already contacted us and got a pricematch. We're happy to see, that you're satisfied with your order. Best regards, Bergfreunde.eu
I bought a trouesers from ortovox 6 mounths ago. The trausers stiches went apart between the legs leaving me in the cold and wet for a few days. I wont a refund but no one from bergfreunde didn´t answer back after i send them the pictures they asked for. I also trayed to call them several times but no one answering. I claim my right for a refund of the bad item. Dont mention that my sport activity went tottaly bad when because my trauser get broken. Please make a refund possible as soon as possible cos i need a new pants for my sport activity but can´t buy them before i got the refund,. thx
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Answer by Bergfreunde.eu
Feb 10, 2023
Thank you for your review. We apologize that the item is not in a good condition. As we can see, you have already contacted our customer service, which solved your problem. Meanwhile a refund has been issued.
Best regards, Bergfreunde.eu
Verified review
Feb 3, 2023
The prodacts on the foto are diferent than in real
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Answer by Bergfreunde.eu
Feb 14, 2023
Thank you for the review. Our apologies that the
item you received does not meet your expectations.
Please contact us at www.Bergfreunde.eu/contact/, so we can offer you a
satisfactory solution.
Best regards, Bergfreunde.eu
Verified review
Feb 19, 2023
You can improve by free returning
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Answer by Bergfreunde.eu
Feb 22, 2023
Hello and thank you for your review!
We are sorry that we were not able to satisfy you with our return conditions. Unfortunately we do not offer free returns from Slovenia at the moment. We can only offer you the option to get a return label from us, which is even cheaper than paying for one at the post office! Further information on returns can be found at www.bergfreunde.eu/return/
Best regards, Bergfreunde.eu
Verified review
Feb 19, 2023
wait until i get my stuff first
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Answer by Bergfreunde.eu
Feb 22, 2023
Hi, thank you for you message!
According to courier, your parcel is on its way to you.
If we can offer any further assistance please
contact us at www.bergfreunde.eu/contact/ .
Best regards, Bergfreunde.eu
Verified review
Feb 27, 2023
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Answer by Bergfreunde.eu
Mar 6, 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
Verified review
Feb 24, 2023
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Answer by Bergfreunde.eu
Mar 6, 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
Verified review
Feb 24, 2023
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Answer by Bergfreunde.eu
Mar 6, 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
Verified review
Feb 12, 2023
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Answer by Bergfreunde.eu
Feb 14, 2023
Hello and thank you for the rating!
Unfortunately, there is no information or reason
listed together with your rating. We are pleased at
any time about your wishes and suggestions!
Kind regards, Bergfreunde.eu
Verified review
Feb 11, 2023
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Answer by Bergfreunde.eu
Feb 14, 2023
Hello and thank you for the rating!
Unfortunately, there is no information or reason
listed together with your rating. We are pleased at
any time about your wishes and suggestions!
Kind regards, Bergfreunde.eu
Hello and thank you for the rating!
Unfortunately, there is no information or reason
listed together with your rating. We are pleased at
any time about your wishes and suggestions!
Kind regards, Bergfreunde.eu
Verified review
Jul 19, 2022
I have ordered the trekking poles, for which a „special” „by hand” packaging should have been applied before dispatch, as I was told - it took ages for them to be sent to me. They came in a huge cardboard box, too big for them, with just a slip of wrapping paper that should have kept them in place; the box was torn on the side with the DHL tape applied during transit. The poles, thankfully, were untouched and seem to be as advertised, no issue here.
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Answer by Bergfreunde.eu
Aug 25, 2022
Thank you for your review!
We are relly sorry that your parcel was damaged and poorly packed.
We will forward your feedback to the logitics department.
Please contact us at Bergfreunde.eu/contact/ if you have any other questions.
Best wishes, Bergfreunde.eu
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