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
I have done several purchases in this shop (international shipment) and I am satisfied.
I bought hiking clothing or bicycle helmets for my children, all the process is transparent and smooth.
The info on the website is clear (including stock ruptures), and usually on the 3 business day after my order I receive my package (occasionally 4 or 5, never longer than that).
If any question is asked to the customer service in between, there is always a swift reaction coming with the pertinent information needed.
Orders are tracked.
So far, this is a 5 star shop for me - I never tested the "return" service, but I guess this is because the info on the website is so clear that it is difficult to do a mistake?
6 days ago
Good prices, well packed items, fast delivery.
Note: Domestic/local courier (speedy/DPD) do relabeling with local tracking number, which is different from DHL international tracking number.
With last packet a Speedy's employee put the new local lable to another packet by mistake. I doubted the size and opened the packet then they correct their mistake.
I recommend Bergfreunde to think of improvement of delivery service.
10 days ago
Everything went really smoothly, and the package arrived a day before, which was great.
The weird thing is that I thought my package was still in DHL headquarters in Germany because it was not updated for a long time. After all It was a pleasent surprise when it arrived.
Great online store. I will buy from them again for sure.
May 13, 2023
Excellent service. Good sending time, good service for the return of non-fitting items and reimbursement, good condition of all items delivered, with dedicated boxes for the hats. Nothing to point as negative, except the fact that returns have to be paid 100% by the client, Bergfreunde could participate with for instance 4 euros maximum, to help a bit with the cost.
2 days ago
Excellent packing, nice product, correct size, delivery "in time" (8 working days).
Only issue that shop ( I guess) did not communicate my phone number to DHL and I had no notifications in my mobile, about parcel's route.
On delivery day, DHL could not contact me and left a message on my front door.
10 days ago
Fantastic shop. I come back for more shoes, jackets etc for my son every year. For myself too
I have never been disappointed with the quality. The same with the price. Only positive surprises!
Delivery in a very short time. Very efficient tracking - frequent updates.
I highly recommend!!!!
May 16, 2023
Everything is great - but the product descriptions could be more detailed. I recently bought a pair of Danner runners, and the description didn’t mention an unusual aspect of their design. I’m not sure if I would have purchased them if I’d known about that in advance.
4 days ago
Amazing product descriptions and helpful staff. I sent an e-mail using the web form on the website asking for additional information on a product (about the size of a couple of gloves) and I got a clear and concise response in a reasonable amount of time.
May 4, 2023
Excellent service, product details were on point (I picked my size according to the site recommendations and everything was exactly my size) and the delivery service took 5 working days instead of 9 to 11 as was in the order. Thank you very much!
4 days ago
Wide selection of products. Quick and sure delivery abroad. Practical listing options. Size charts and size guides for all relevant products. Easy to use compare tool. Extremely friendly user experience.