Bergfreunde.es Reviews 290

Highly recommended store. Fast shipping. Friendly customer service.

Everything went quickly and professionally. Good communication, excellent packaging, fast shipping. I'm satisfied. Thank you!

I've placed two orders from this store recently. The service was excellent, and everything worked out very well, except for the delivery.

I just wanted to let everyone know that the delivery service used (DHL) has been awful. They have been slow, insincere and faulty. What had been a good customer experience (the online shopping process is very satisfying) has become an awful experience exclusively because of the delivery service. As a result, they are getting a bad review and lose what would have been a good customer.

As long as they keep working with a delivery service that clearly doesn't work (at least here in Spain), I will not be the only unsatisfied customer.

Claro, aquí tienes la traducción al inglés:

“Since there was no option to cancel the order on the website, I sent an email just a few minutes after placing the order to cancel it. When I received a reply more than 48 hours later, I was told not to worry and that I could return it without any problem once it arrived. But it turns out that when I received the package, returning it cost me almost 10 euros…”

The local delivery company DHL had wrong information on their web page. They said my parcel was delivered but in fact it was not. I tried to clarify this with DHL - no answer, I sent an email to Bergfreunde, no answer. Tried to called them, no answer. Bergfreunde answered my email only 2 days later, confirming the same info that was on DHL tracking web page - that it has been delivered. Not very helpful...
Finally the parcel was delivered to me 5 days after the date they said it was delivered. Not happy with this experience.

Ordered christmas presents two weeks in advance and well ahead of the 4-5 working days lead time.

No delivery, automated email responses to messages, a terrible customer experience, and you have to pay a fortune to return product.

I expect honesty when dealing with Christmas delivery windows, not greed t get your money knowing they cannot deliver, non-existend human customer service, and extortionate return costs.

If you read this, please order from someone ethical and professional.

The return process for products is overly complicated, with numerous delays and treatment steps that are very frustrating for clients. I returned two products; one has been processed, but the other remains unprocessed without any apparent reason. This inconsistency in service is irrational and disappointing from a client service perspective.

Smooth purchase process with immediate order confirmation. Item arrived as promised. I am a satisfied happy customer. Would recommend everybody looking for outdoor products, sure will come back again!

Fast and reliable store. Already a client for more than 4 years, bought jackets, shirts, pullovers and gloves from them. Fast shipping and good prices, when the size is wrong easy to send it back. I recommend Bergfreunde.

Good quality products, good prices, fast shipping.

Poor service considering they sell high quality products… late delivery, high cost return fares, last article with 10 days delay and not and answer or a simple email… and the available time to attend clients its monday to friday like the post office!!!
Will use Amazon next time

I bought an expensive technical jacket, which I never received it, apparently it is lost.
In addition, they told me that refund is not possible until 10 days after the first email, when they already knew that the product is lost and I will never receive it.
I have not received my money yet... They just send the same email repetidily to wait a bit more.
This is completely unacceptable treatment and for sure I will not purchase here anymore.
Absolutely not recommended!

I bought an expensive aluminium Lafuma chair and received it as poorly wrapped as it could be. Result: hits and scratches on the aluminium structure. What is the solution proposed by the company?: A ridiculous 10% discount or all the headache of sending it back, waiting for a refund, making a new order and praying that the next chair will be luckier.

I made an order with concerns, as I read reviews on this website, the rating here is below 3, but on another website they have a rating of 5.

I rated it 5 because it was delivered in 3 working days, although the site indicated 4-6 working days.
I have a snowboarding trip, and this shoped pleased me, everything was on time. I bought a bag for a snowboard 230 Euro, came to Spain from Germany.

I was not at home during the delivery, so the parcel was kept in the nearest branch of their partners (10 minutes walk).
I also received an email saying that the parcel will be stored only for 9 days(I use Gmail, so I found the letter inside the promo or spam folder, so need to check others folders).

I usually don't write reviews, but the rating of the shop is underrated.
If I need something and I find it in this store, I have confidence to buy it here

I made an order which never arrived. Contacted customer service with the form, but they never responded. Finally called them on the phone. Apparently, their shipping service said they were unable to locate my house (they never called despite having my phone number, and left no record of their visit), so the order was returned to Germany. Now the item is out of stock, and there is no way to stop the return.

I ordered beginning of May a bike transportation bag that should arrive after 3-5 working days. After 8 days it still wasnt there and I called them to either send it out today or cancel the order. Ive got told it will be send today and therefore the order can not be cancelled. Five days later I still did not receive a sending confirmation. It took another two weeks and four additional calls to cancel the booking, the money I received just back nearly 8 weeks after the order and several calls and emails. Horrible service and unreliable, never again!

The product arrived very good, on time with a good packaging. I like the specifications on the webpage because they are well detailed and it is exactly what the product is.
It's the second time I buy in Bergfreunde and I'd repeat.