Order did not come on time and still hasnt come days later.
Awful customer service
Will not be ordering from here again
Review by Yiguang2 weeks ago
Keep your return receipt. After a week from posting I contacted AT to enquire if they had received my return. I was told no but to send along the code from my receipt a few days later I was told it had been received the week before but they were so busy they couldnt process it.but this would be done within 4_5 days. 3 days later I was advised my return was now being processed and a refund granted within 7 days. If I didn't have the receipt I may have had to fore go the cash so dysfunctional returns process
Review by Etomalotako1 month ago
Competetive price, not a fast delivery likely due to their location and a lorry only coming across once or twice a week however I did receive my bulky item (canvas tent). Still using myHermes so no significant tracking. Registered on Topcasback but then declined to pay the cashback. Not the most joyous of company experiences. I wouldn't rush to use them again.
Review by RhsinAZ1 month ago
Terrible company, avoid like the plague. Exactly the same problems as other reviewers on here, took my money but no delivery of the product. I ordered a sleeping bag for a trip in plenty of time, three weeks later it still hasn’t arrived. Customer services can’t or won’t do anything about it.
They use Hermes, who are the worst courier service, tracking system makes no sense, they lie about having tried to deliver. Way more stress over a sleeping bag than there needed to be. I will never use Alpine Trek again and I suggest you don’t either.
Review by Elilis2 months ago
Do not confused the company with their choice of courier.
I had no problems, it was delivered excatly in the advertised time peroid.
Review by Selim Gomolán2 months ago
I first tried them last year and after trying to find out for ages what had happened to my item I was told that the delivery company (Hermes) had reported the item stolen. When I asked for further information on this I hit a brick wall and presumed it a lie. Then Alpine said the item was out of stock. They accepted Hermes were useless and said they were going to use a different delivery company in the future. So as this was apparently Hermes’ fault I thought I would give AlpineTrek another go and I ordered something else recently. It was advertised with a delivery time for 3-5 working days and there was a link to track the delivery. This link didn’t work which was the 1st warning signal. Once the 5 days were up I tried to contact them to see what was going on. Eventually after a few more days I got an answer. They were still using Hermes. Apparently Hermes had tried to deliver 3 times and failed so it was being returned to AlpineTrek and I would then get a refund once they received it back! I find all this hard to believe. I wasn’t working during the period in question so I find it really unlikely that I wasn’t in 3 times. No note was put through my door saying they had tried to deliver. It wasn’t left with a neighbour. There is a reason AplineTrek are cheaper than others online. Save yourself the bother and do not use them. What’s the point of buying something because it is cheaper than elsewhere if you never get it?
Review by Gwynneshia Kakulde2 months ago
Worse customer service av ever had, ordered, climbing shoes where too small sent back on a tracked return, they received and am still waiting on refund 4 weeks later , they say its down too returns so busy and sent me a cheeky message saying al just have too wait till they get too process, stay well clear maybe a fancy website does not mean it's a good website, hope customers read this and choose too use another website that will give you good customer care a actually missed out on a climbing course due too there nonsense, as could not buy another pair of shoes until a get my refund, alot of the other reviews say similar things hope this was a great help too other potential customers... P. S. Go elsewhere honestly
Review by Olivijero3 months ago
Ordered a number of arcteryx items last year with no problems. This year, tried to order some items. Each time, it says payment processed, please contact shop operator. After hanging on the phone for ages, was told there was no record of the orders, told to do it on my laptop instead of on my phone. Tried again on my laptop with the same result. Tried to call them 4x, each time after hanging on for ages, informed by automatic machine to ring back. Rung the bank, all payments were taken numerous times!!! Emailed them. Told that no order was processed, if there was a mistake, would be refunded in a few days. Will now have to keep an eye on my credit card statements, over £500 charged. No apologies for the amount of time wasted. Alpinetrek, never again.
Review by Souleymen Bosquette3 months ago
Do not use this company.
I will keep it brief as I do not have any more time to waste with AlpineTrek. My delivery arrived late and was split into two consignments. Their customer service is unhelpful and I just could not believe that AlpineTrek was happy to keep my money knowing at that point in time the courier was at fault. I did offer a number of options for them to do for me. Credit note, refund, re-send the item but with a faster courier but they insisted it was in my best interest as the customer to keep my money while they file an internal investigation. So I have no product and they were happy to keep my money. I will not be using Alpinetrek in the future and will ensure.
I hope this review finds potential customers in time as the delivery dates are incorrect, customer service is in Alpine Treks best interest not the customer and then the products do arrive there are missing items which in my case makes the item non-useable.
Review by Ulricka3 months ago
Ordered a £70 item. Shipped by Hermes. Hermes says it was delivered and signed for. The signature isn't mine. I did not ask for the package to be left in a safe place or with a neighbour. I was home the exact day and time it was 'delivered'. The item is no where to be found. Hermes refuses to check on this and keeps redirecting me to the retailer. Alpinetrek refuses to answer emails. I'm now £70 out of pocket. Not a trustworthy shop; caveat emptor.
Review by Jesko3 months ago
Big communication/engagement issues. I ordered the 2 July and after 5 days the parcel did not come to me but seems to be stopped at the depot. I inform customer service in email+phone several times and I'm told to wait 24 hours (Friday). No answer. It's July 13 Saturday and I asked for the money back. They had enough time to re-send another package until they solved the problem with the courier.
Review by Jeongjoo3 months ago
I ordered a bouldering mat from Alpine Trek, which they sent via My Hermes, after the pad had failed to arrive I had to chase Alpine Trek who gave me the number for the courier to deal with myself. It turned out due to the large size of the item the courier was unable to deliver it themselves so had to get somebody else to deliver it however they could not tell me when that would be. When I phone Alpine Trek the customer service told me the usually use a bigger item for larger delivery’s.
While they may be marginally cheaper than other shops I would highly advise that you do not use Alpine Trek as they have no regard for their customers once they send the order.
I’m now in a position by which my bouldering mat is somewhere in the UK and alpine trek will not refund my £250 until the mat is back with them even though they selected a courier who couldn’t fulfil the delivery of a bulkier item.
Review by Confesor3 months ago
Issues with ordering, the order says it has gone through when it hasn't. Their sales pitch is misleading, as they have a .co.uk website but are actually shipping from Germany as far as I can tell. I was emailed to say my parcel has been dispatched, when three days later the courier doesn't even have it. Now I don't know if my goods will be with me in time for my trip. Disappointed.
UPDATE: They use Hermes, possibly the most incompetent and untrustworthy courier service available. Hermes have lied about attempting to deliver my parcel, then they say they can't find my address. You can only contact them via webchat. Its infuriating. I have no idea where my parcel is.
Review by Estherlinda3 months ago
I had a great experience with them. Prices are equal to quality and I am really satisfied with my purachase. They delivered it on time what else can you ask. Thank you!
Review by Vollerberg3 months ago
Ordered a pair of shoes which so far have not come. I did not request next day delivery as I did not need them for a week so standard was fine. A week has now passed and they have no idea where my shoes are, the delivery company is stating that they have not received the shoes from Alpine. The customer service is awful and they say on emails that they will respond in two days time.
A company to avoid!
Review by Swizl3 months ago
Awful, never even attempted to deliver my package, when I called them I was told my order was cancelled because the jacket I ordered is out of stock.
Review by Valine3 months ago
Paid for arc’teryx atom jacket which was competitively priced , 5 days later received a refund into my pay pal account, no email from alpine trek. I phoned them to be told the jacket was in stock and if I paid again would go through this time. 5 days later another refund with no explanation.
Emailed them asking for an explanation but no reply.
Lost my confidence with this company so of the mail order list.
Review by Pledger3 months ago
My boots arrived on time. They kept in contact throughout the process. Brilliant. And to top it off I got a fantastic pair of boots for the best price I could find.
Review by Kenbman3 months ago
Absolute waste of time. order dispatched late, tracking info incorrect and emails ignored. Avoid
Review by Cairns3 months ago
Brilliant company. Have made many orders with them over a few years and never had a bad experience. Good selection of stuff at good prices. Bear in mind that they are based abroad so returns may cost. I typically buy things thinking if it doesn't fit I will sell it to a friend or on a selling website.
Review by Nelmy Chiaw3 months ago
Absolutely awful service and inaccurate claims on their website. Dodgy. Placed an order on their website on 8 August. Promised same day dispatch for orders before 1pm and 3-5 working days delivery. Order was dispatched a day late without explanation. Now told delivery may be late and tracking info / estimated delivery not available (even though it's been 4 working days). Customer svc hotline hangs up on customers. Recommend not to use.
Review by Camposconniejo3 months ago
I buy from them since 2017. And I never had problems. Some delays with shipping but nothing serious.
At least in my case, the story is a happy one. For all two years since I started to buy from them. I also had a return situation which concluded without incidents.
While I understand that some customers get into trouble with them, this wasn't my case (except my last order which got lost into their system and it took a while to make customer support answer, acknowledge and react).
Overall, great service and most probably I will continue buying from them as long as the deal I get is the better one.
Review by Turvey3 months ago
So far I had no issues with alpinetrek. Bought twice of them and items arrived on time. Also when i tried to contact customer service I received a response within a day. Will buy again.
Review by Fredou3 months ago
One star is generous to say the least.
I ordered a pair of climbing shoes, a week later they arrived with the biggest scratch in the side of them it went through to the fabric inside. Completely unwearable. Was refused a replacement and ordered to send them back. Was then offered £5 off my next purchase (£5 off when you sign up to the newsletter...) An absolute joke of a company, pay extra and stick with the guys who value your service.
Review by Thusha Marquiss3 months ago
Although the prices are competitive, buyer beware - this company is based in Germany (despite the domain name and complete omission to state this on their website).
Goods are despatched from Germany and take a while to arrive, especially when large parcels are involved as MyHermes evidently deliver using cars!
Bit of a nightmare, will be avoiding in the future.