It is with regret that I need to say how disappointed I am at the customer service provided by BigTree. I purchased a pair of Fjalraven trousers which should be excellent quality and covered by their service. They shrank after only a couple of washes. I contacted BigTree and provided photos. They asked for more photos which I also provided. Then, they stopped replying. When I contacted them again they only offered a 10 euro refund. What can I do with an expensive pair of trousers I cannot wear any more with only 10 euro refund. I reached out to ask them to review this and they never replied again. I now need to go directly to Fjallraven and I am sure that they will help. What a pity that this company gives such a bad name to Internet purchasing. Will not use again and will not recommend to others. I'd rather pay more and had real customer care.
Review by Pakyadr Mazecaite4 months ago
Unreliable service. I placed an order, but the delivery service (GLS) never received it. After contacting Bigtree about this issue, they promised to look into it. After several reminders left me with no answers, I received a message from Bigtree stating that, due to me not picking up the package within time, it was returned to the store, without the possibility for re-shipping.
Review by LadyLewis Derrow4 months ago
Ordered and paid 170 EUR on their website. After a week nothing happened so I contacted them. Totally unethical behaviour from Bigtree customer service. As on the website they advertised that product, and I purchased it and paid it, so they should have to ship the product. It was an error from the website they could not see the order, but they are responsible also for the proper maintenance of the website too. They accessed my credit card without processing the order which is illegal. Their reponse doesn't contain any suggestion how to resolve this issue, and not even a "sorry". They responded that the the product is not available anymore, so I won't receive it, and I should contact my bank to get my money back. Very unhelpful. Choose another website.
Review by MissCheeva Wra10 months ago
The reviews for Bigtree don't do them justice. I ordered a patagonia jacket at a price 70 euro lower(without even accounting for the free shipping to Denmark) than any competitor's shop in Denmark, UK or Germany. Received the jacket in perfect condition 2 days later. Im extremely satisfied with the fast and free shipping, the quality of the product and the price.
Review by Aad1 year ago
Customer service cannot be reached by phone. Ordered a Lowe Alpine rugzak, found out after 3 weeks of use that the product was defective so I got in touch with them. It seems like they have very few people in customer service, so after a week of exchanging e-mails, describing the problem with the bag, I sent it back to them. In about 3 more weeks, I got the repaired product back. The process was very slow but I got a good product at the end so I am happy
Review by Faardeen2 years ago
Terrible customer service. I received a backpack with a water bottle that had a giant hole in it. They then took a week to respond to me and told me that they were trying to figure out if the company would send me another one free of cost.....outrageous that they would expect me to pay for a new bottle when they sent me a damaged one!
Review by Sigg2 years ago
‘cheap’ price but horrible service and delivery. ordered a pair of outdoor pants for around €130.
delivery failed three times despite clear orders to leave it with one of the 9! neigbors in case of me not being home. had to call a german phone number to schedule new delivery. promises on promises but no delivery. Meanwhile Bigtree kept saying ‘its not our responsibility, we gave the parcel to the delivery service so it’s not our problem’ (the very service commissioned and paid for by Bigtree)
finally they sent a limping ‘express courier’ that was late by more than an hour to the agreed time. this guy hardly could be bothered to walk up the stairs to my front door and told me i should be glad because ‘normally they dont do stairs’ (the guts...)
will refrain from ever buying here again. shops like these should be banned by the authorities.
Bigtree is rated 2.0 based on
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