This is my first shopping experience in Banana Fingers. I placed an order on 29 Aug, and still haven't received that. The worst case is that I had sent 3-4 times email and got NO response! What's wrong with the customer service?
Review by Cannistra2 months ago
I ordered from this online site, but there was no progress in shipping after a few days.
I sent an e-mail to the customer center three times, but I didn't get any answers.
I don't know if I can get the goods I ordered, or if I can cancel the order.
what's wrong with you?
Review by Naby3 months ago
I've rarely experienced such amazing customer service! After royal mail messed up and sent my gear to Brazil, instead of Australia, the bananafingers customer support staff were extremely helpful in helping me get my gear. Had the other gear not arrived, this would have been at quite an expensive loss for their company, but they were willing to do it anyway.
I highly recommend this company, and I doubt I will ever go anywhere else for my climbing gear.
Review by Nuzul3 months ago
I recently ordered four pairs of climbing shoes from the Banana Fingers website. After placing my order, I didn't receive a confirmation email or anything like that; the first communication I had was the email informing me my order would be delivered (fortunately this email included my order number, which I later needed!). This is the first area that they could improve - ensuring their website generates confirmation emails.
When my order arrived, it contained only two of the four pairs of shoes. I got in touch immediately as I hadn't received any communication that the others would be dispatched separately or anything like that. My first email received a swift response asking for information from me, which I duly provided. Naturally, I was a bit worried at this point as the response from Banana Fingers didn't state whether all of the items had been sent or not or give any indication of what had occurred.
After this, I didn't hear back from Banana Fingers despite following up a couple of times and failed attempts at calling them over the following week. When I did manage to get through on the phone, they were very lovely and explained they were waiting until the necessary time had elapsed for them to ask Royal Mail to investigate. As it turns out the items had been sent but had been taped to the other parcel and fallen off in transit (better packaging is another area they could improve!).
It would have been absolutely fine if Banana Fingers communicated all of this but, as they hadn't, I was worried for a week not knowing what had happened to the £150+ items I hadn't received.
After the investigation by Royal Mail was complete, Banana Fingers did offer to replace or refund the lost items - including kindly offering to upgrade an item that was now out of stock to a new model. I decided to go for a refund and replied to let them know this. Unfortunately, their communication let them down again and I didn't hear anything from them at all until, 13 days later, the refund was finally processed.
In conclusion, when I did hear from Banana Fingers they were lovely, but their lack of proper correspondence and timely updates turned this into an unnecessarily stressful and time-consuming experience. Their communication really needs some improvement and has unfortunately put me off ordering through them in the future.
Review by RobertandKim4 months ago
They sent me shoes with a faulty construction. Of course, they failed. Just as with many others of the same manufacturer and model.
I'm still waiting (over 1 month) for completion of the complaint settlement.
Communication is catastrophic. And you need to pay for their mistakes and wrong information with your time.
I paid with PayPal and did everything to follow the purchase contract, and now they don't care anymore.
I will change/remove this review if they start to act more customer-friendly and get their but*s up
Oh and BTW. (Although it seems different, I was once very patient and friendly. But I will not continue to be if they fuc* around with me)
Just to make things clear:
Why the hell should I've ripped the tabs on purpose? To have all this stress I'm currently experiencing with you guys?
I've had numerous climbing shoes already (more than 15 pairs). Never even one of the tabs ripped like on the Regulus (especially on a basically brand new shoe). Maybe you don't want to face the truth, but you should've inspected the failed construction just a little bit better (or a lot). Then you'd see it. The stitching is completely disadvantageous.
Good customer service includes trust. And if I tell you that I used the shoes as all my others, and if this was my first order (which it was), you should've believed me. And simply replaced them.
Read through this review (already send you this BTW.)
And you'll see that I'm not the only one...
Also: Your colleague "Kitty" promised me TWICE something you never came up for...
Wow! You guys refunded MY money! Minus the shipping costs of course. What do you guys want for that? Applause? No, because you just went the simple path.
Oh, and it's not very clever to point out the extent of our communication history... It simply shows how complicated you guys are. Not counting the numerous times I called you and paid for the connection.
I started the complaint process via phone with Kitty.
She promised me for the first time, that you will exchange the shoe and adopt the price difference for another model.
That would've been customer friendly. Although not expected on my side. Which isn't important since you never kept upon the promise.
Whatever... I got my money back and came to my conclusion.
I don't know why you guys made it so complicated. It would've been so much easier if you admitted your mistake and made up for it by simply following your initial promise. It's not my fault that your colleagues are misinformed, and are promising things they are not allowed to or whatever.
Simply explain your customer your mistake, but still do what you promised. And next time we both would've known and act accordingly.
Simple as that.
Review by Frank D5 months ago
Excellent as usual , ordered many times in the past and never had any problems at all, one of the best climbing retailers online.
Review by Branta Neigum5 months ago
Terrible, half of the items on website are out of stock. Other for pre-order. I haven’t got any confirmation email for my order, the customer support did not reply to any of my emails, it’s been three weeks now and I have no idea where my order is. Would expect better service when spending so much money on the climbing gear.
Update from 1 star to 2 stars: They eventually delivered the order but it was impossible to find the correct number to call them because most of the numbers on the website and the PayPal vendor contact page didn't exist. When I finally reached them they told me they are just about to send it and it was delivered 2 days later – but after 4 weeks of silence.
Review by Dhabet5 months ago
Don't buy anything on this site. You'll get nothing and nobody answer your question but still need pay.
Review by SarahR6 months ago
I had order the item and paid for two months.
But I haven't received the package yet.
I had mailed bananafinger about four times a week this month .
But there isn't any respond.
And I received a package isn't my order.
I also wrote the mail for bananafinger many times, but there isn't any respont.
I can't contact bananafinger and I don't know what I can do.
The customer doesn't contact me even in workdays.
Please answer or mail to me
Review by Herberto6 months ago
Ordered a bouldering/climbing shoe, since it wasn't on stock for a while I rang them up. The lady at the other end was very helpful and cancelled my order without any fuss. Will definitely use them again.
Review by Maxall6 months ago
Nice site and prices, poor service. I placed an order back in April, knowing that a couple of the items weren't currently in stock. There was no movement on my order until i dropped an email to customer support and they said they'd dispatch what they had and the out-of-stock stuff would follow when it was available. This was 9 days after the order, but i didn't mind too much as i wasn't in a rush. I was quite pleased, as that was reasonable.
About a month and a half later and still no sign of the remaining stuff, and no replies to emails asking for an update as to when they would be in stock. Finally gave up today and asked to cancel and for a partial refund. I got the refund and a reply to my email in just a few minutes. Infuriating...if you'd have replied to previous emails i wouldn't have cancelled.
Would give 1 star, but they split my order up and at least sent me some of it, so i was happy with that. Will stick to rockrun and alpine trek from now on.
Review by Customervincent Mosór8 months ago
Unimpressed, had placed a group order of some harnesses, was not kept updated as to when they were coming back in or when I could receive them. Had to chase after 3 weeks for an answer to then be told to go elsewhere and buy them if I wanted them in time. Poor service and unacceptable communication
Review by Korilakkuma McGlymn8 months ago
Ordered several climbing equipment wednesday, but did not recieve a confirmation e-mail, although the money was withdrown from my bank account.
I wrote an e-mail friday and recieved an explanation on, howcome I have not got an order confirmation: I had ordered a pre-order item.
BananaFingers offered that I could wait 1-2 weeks for the ordered colour or to change the colour and they would ship the order right away, so I chose to change it.
I recieved an e-mail with tracking on Monday, and on Wednesday the order was delivered at my home in Denmark.
I will absolutely reccomend BananaFingers - and will be shopping there again next time!
Review by Sweetpeaz9 months ago
Poor customer service, return the product from Hong Kong because of the wrong size, we did nothing wrong but they Reject the item and sent back to hong kong so that we pay 100GBP shipping fee for that horrifying customer service
Review by Josu Kabeer9 months ago
Ordered for international delivery in Holland. The item still hasnt arrived after more than 20 days! 3 emails sent and not even a reply.... The items seems to have reached Holland, attempt delivery before 9am, got no response and then went all the way back to the UK.... Extremely poor service!
Review by Soulair Rechy10 months ago
Ive ordered with them 5 6 times to Holland where i now live and its been perfect apart from one time when the item didnt arrive for a month and nobody replied to my 3(!) emails. The CS support was on a holiday apparently...
initially i gave 1 star as i angry but upgrading now to 4 as the bottom line is -this was a one off!
Review by Anacani10 months ago
Ordered Sunday (Bank Holiday monday) and arrived Friday in Sydney Australia.
Very quick service. Products were as described.
Would definitely use them again as they were very reliable.
Review by Michaelmike11 months ago
Great service. Got my package real quick too! I had forgotten to add some stuff to my first order, and they were nice enough to refund half my postage cost for the second order.
Review by Shruthi1 year ago
I recently purchased a pair of climbing shoes from these guys online that were the wrong fit. My emails were answered very promptly and they immediately sent out a replacement pair. The staff were knowledgeable, helpful and friendly so I would be happy to support this company in the future.
Review by Demolick1 year ago
Easy to purchase online, arrived quickly, package left in safe place. Really pleased with the product.
Review by Sandta1 year ago
Good range of products at reasonable prices.
Easy to order, goods were well packaged. Good delivery service.
What's not to like?
Review by Dory1 year ago
well packaged, easy to put up though we had to use different screws as it was going onto a concrete wall. Just as pictured though there is no indent on the top corner holds. Not an issue but just as an fyi as we thought there would be.
Review by Yerierky1 year ago
Great help and advice. Prompt service - good competitive prices!