I bought several items from Bergfreunde.
The delivery was always fast.
On some occasion I had professional support and friendly conversation with staff member Adrian. The problem was solved better than I was expecting.
I don't only buy from this shop, I also trust them.
Review by Kerling3 months ago
My order hasn't been sent out after 9 days even though it was supposed to be delivered within 2-3 days. When I called them it turned out it got stuck somewhere due to software update. Due to same software update they couldn't even cancel the order. The guy from customer service was very nice though.
Review by Shathell4 months ago
Bergfreunde fails to inform its customers that delivery is undertaken, not by DHL courier, but by a local postal service, often an inferior and unreliable mode of delivery. This is a deceitful practice that erodes trust in Bergfreunde and negates any good quality their service might possess.
Would never use their sites again.
Review by Cereez4 months ago
Super nice service,thx jenny for the asistance it was a pleasure working with you
Review by Lornette Greyhound5 months ago
Fast, qualitative and professional! That is Bergfreunde!
Review by JudyPHILIPS Xianbang6 months ago
ordered four items before Christmas. three where shipped with DHL. but they did not manage to find my addresss and where sent back. Inquiries trough the Bergfreunde website took really long, 4 to 6 days. From the fourth item I did not receive any information. Apparently it was shipped after a month, without giving me any notice and also got sent back by DHL to the warehouse.
The delivery issue was not a Bergfreunde issue, altough they did not react properly. Mwhaa, just order again, try again. And in the meantime € 300 got stuck in Bergfreunde's bank account.
My thought: if you have an online business people expect not only the shipment fast, but also in case of questions, or reclaims.
Review by Haneeta6 months ago
My experience with Bergfreunde is simply shocking. They sent me different items that I ordered and once I contacted them their response was just: send it back, we are tracking your parcel. There was no information on how long the new parcel will take. I asked if they will send the parcel by express mail once they get a hold of it and they just responded that they don't do the express mail. Considering that they sent me the wrong items (and my items to somebody else), so this was their mistake this was simply shocking. The delivery date was way overdue so I asked for a refund and reordered my item from another supplier. I will never order anything through them again!
Review by Nariko7 months ago
I can confirm what Philip said. They have no customer service. Do not use this site people. I ordered something 3 weeks ago, they took my money and I never received what I ordered. DO NOT TRUST THIS SITE
Review by Merrie7 months ago
Amazing customer service. There was a system failure and they promptly fixed my delivery. Jenny from customer service was fabulous, she was in touch with me through email and made sure everything was quickly fixed. I really appreciate the customer service at Bergfreunde and I will remain to be their loyal customer.
Review by Selby8 months ago
Good site but a terrible client service once you have paid. I have purchased an article then it does not appear in my previous purchase and no info about the delivery either. You try to cal and nobody replies after a good german lesson. Well below expectations and you will spend a lot of time chasing your purchase. To be avoided
Review by Fríða8 months ago
After reading mixed reviews here on TrustPilot I decided to buy mountaineering boots from Bergfreunde and I must say everything went perfectly. I was also eligible for a VAT refund so I have sent a dozen of e-mails to these guys asking for help and explanation of the exact process. They have responded every time in 48h time frame. Boots have been delivered smoothly in original packaging and after all the paper work has been completed they have refunded me the exact amount I have expected. I couldn't have imagined a better customer support, very professional. Thank you Bergfreunde, keep it up.
Review by Chalkie8 months ago
Ordered 3 products but only received 2. The missing product cannot be re-ordered. Really ? I've found it at another website without any problem and they were successful at re-ordering.
Finally, they keep the German VAT unduly for themselves when exporting to Switzerland. Booo, not fairplay ! False price advertisement !
First and last time I order from this website, they are too lazy to work and way too greedy about VAT and taxes rules between countries.
Bottom line : avoid online shopping as Swiss customers.
Review by Liran Dinet10 months ago
Yesterday evening I tried several times to complete an order with PayPal but it kept rejecting the payment. I thought that maybe it was a temporary problem, so today I went to berfreunde.de to give it another try but some of the items I had on the shopping cart had disappeared. So I tried to get them back to my cart, but... they were SOLD OUT!
Conclusion: I am disappointed with bergfreunde.de but glad that I couldn't complete my order: the nightmare would keep on!
Review by Aswath10 months ago
Website states that orders received before 1pm will be dispatched on the same day. You received my order at 11:19am but failed to process that order until the end of the following day after I complained. My complaint had to be made to your sister company alpinetrec.co.uk because bergfreunde.de failed to answer numerous calls. Email communication to this company is a joke.
Your website also said delivery would be 1-3 days when I was in the process of purchasing, you had my address. After paying for the transaction you changed the delivery times from 1-3 working days to 5-6 working days, this is very dishonest.
Products arrived after 5 days. One of the products had clearly been opened before and repackaged.
I will not be shopping here or with your sister company ever again.
Review by Corena11 months ago
User-friendly website. Good value for money. Fast delivery, environmentally-friendly packaging. E-mail updates on order and delivery status appreciated. Recycled paper used.
Review by Yethima11 months ago
Really poor customer service and impossible to get a refund from them. The goods were faulty and returned. Nearly 4 months later, no refund. I am just so angry that this is taking so long, and they are being so obstructive. I will not buy from them again.
Review by Mazere1 year ago
I emailed them to confirm sizing info for two t-shirts. When the items arrived neither t-shirt measurements came anywhere near the measurements that had been provided. I requested a return and full refund including shipping as they had not provided what I had ordered. They agreed, but it is taking months to get the full refund, they keep making mistakes, still have not refunded the full amount, and I am now getting replies that are so rude and completely lacking any level of customer service. I would suggest avoiding this company at all costs.
Review by Cotina1 year ago
They are lying about delivery times for more sales. I have ordered items from them several times - I never got anything on time. Expect 3 weeks to 1 month for delivery to EU countries.
Review by Harveen Debrah1 year ago
Excellent! Have shopped here for lots of gear. Never had any problems, stuff is delivered within a week and can be returned if necessary.
Review by Tansel Elmarsson1 year ago
I shop on bergfreunde.de more than few times now. Package was sent to Sweden and every time I receive my package at latest in five working days. Both customer service and return works great. I really fill safe to buy from bergfreunde.de. Every recommendation!
Review by Obazdahoid1 year ago
Really good first experience
Huge selection of products representing a big diversity of brands.
Site is easily browsed and shopping is made easy.
Got the products fast and exactly as I expected.
Would buy from them again for sure.
Review by Aagna Hemling1 year ago
Excellent service and customer support
Review by Lolman1 year ago
Having purchased 3 Arcteryx items over the last couple of years from this online store I can happily highly recommend the quick delivery of quality discounted goods and the customer service.
Initially, I felt the need to make phone contact to reassure myself I would have delivered the correct item in the right size. I need not have concerned myself, the efficient and pleasant other person over the phone was very helpful and reassuring confirming what I needed to know.
I have found 100% of the best experience since with this retailer.
Review by Nkaujntxhee1 year ago
cooler online shop and good service. But often the products are not in stock and it can be really time consuming to find something with the right size
Review by Orce Hurtado2 years ago
purchased the item from this company, which arrived but did not fit correctly. I returned the item to them, which they now say they have not received and won't provide a refund until they do (exactly the same as the 1* reviews for other customers). I followed their returns procedure exactly. Customer services keep fobbing me off, in particular Mischa. I have worked in retail and customer service for 5+ years at manager level, and I have never encountered such terrible service. I will definitely never order from them again and will advise all of my 13k podcast followers of this disgusting company. I have now Contacted PayPal for a full dispute and will be contacting my credit card company to start a fraud complaint.
I would avoid like the plague
Update - 2/09/17
There is a reason I buy things with PayPal. I finally have a refund via a transaction dispute, which bypassed this horrific company completely.
I wouldn't recommend this company to my worst enemy, but if you're going to buy anything at all then do so with a credit card or PayPal as you have a chance of getting your refund (as Bergfreunde will never help you).