Bergfreunde.de Reviews 

I have been a long-standing customer. Bought a present (40 Euros) in the middle of January that was returned unworn brandnew after 30 days (within policy). Bergfreunde claim they Never received it and now threaten to sue me for not paying the invoice. Fun facts a) the item was returned and b) after less than 60 days of purchase they threaten to sue / affect my credit rating. Again, long standing customer with excellent credit rating here being threatened over a 40 euro item that was returned. They really seem to need cash. I will spend mine at Globetrotter now.

6 weeks and still waiting for a refund which is down to Brexit!

Odd Brexit didn't stop them taking the money from my account the same day but seems to stop them doing refund even after they have had the goods back for over 6weeks

German website with a UK,co web address

it's a scam!

Eventually got my money but had to use PayPal to do it. Their customer service isn't fit for purpose.

Very fast service and shipping, always had great experience with bergfreunde. Last time I ordered, I also returned an item. I had to cover the costs of return shipping, but I did get a refund for the item (from bergfreunde) very fast, probably as soon as they got the package. I Recommend!

The prices of Bergfreunde in comparison to the other website are really higher. They assert that there is no return fee, but this is not true. Each time you should pay the postal fee, even for the package which the price is higher than 50 Euro.
They also proceed the order really slow.
Not recommended.

I have always got great service from bergfreunde.eu and have no complaints. I did order something at the end of December and it was returned by courier back to supplier without it ever reaching me. This seems to be a problem now with orders for Ireland due to Brexit, and I see people giving out. But it is probably frustrating for the company too. As I like to order from them I hope this problem is sorted quickly. Meanwhile I am holding off. It would be a good idea for bergfreunde to advise customers of the problem before they order.

I made a purchase end of November for nearly 950e, its 8th Jan, I haven't received the parcels due to the Brexit/Covid/Parcel delivery issue and no refund as well. I have been asked to wait till they either they get the parcel back which is missing or they finish investigating what has happened!!! that could take ages and in the meanwhile I am a grand short, no items delivered and no refund! Will never shop from this site again!

NEVER BUY ON THIS SITE
astonishing customer experience, Made an order three weeks before Christmas for my family gifts; after few complaints I just discovered they did not ship anything and simply will not do anything. Very superficial answers and 0 interest in my point of view.
DISGUSTING

(see update below)
I ordered and paid something in the online shop, but after a week my order is still being processed. I tried contacting them through the phone number on the website. They put me on hold for some time and after a while just kill the connection, saying that nobody can be reached at the moment. Never experienced something like this, horrible service.

I hope I will still receive my product or at least hear something from them soon. I thought I ordered my Christmas gift early enough, but now I'm getting afraid it will never arrive...

Update: They replied that they have delays due to high volumes. I'm happy that the package is finally on the way and that the customer service did get back to me. I increased the stars to 3 because of that. It is still no 5 stars because i believe that such delays should be communicated proactively beforehand. They should be known around the time of ordering.

10 days after my order was payed and confirmed they informed me that they cannot deliver it however it should be delivered within 3-6 days.
They just ruined my christmas gift. Iam so dissapointed.
Jiri

The Order arrived late, but that's kind of acceptable because of Black Friday.
Unfortunately, the size was too big.

I called customer service and they told me they can't exchange the item for the same price. I would have to pay more to get the same item in a different size, they can't offer the same price because this item was purchased one week ago (shipment delays) ... And they don't do exchanges. WFT!

Customer service was absolutely not willing to serve the customer or help me in any kind.

Very disappointed in Bergfreunde’s customer service. Had a quality issue with an item after wearing it for two days, shipped it back to Bergfreunde with a complaint about the jacket’s quality. After six weeks (!!!) they contacted me that the jacket was repaired and being shipped back to me. Outrageous. I told Bergfreunde they could keep the item because of the quality issues, and asked for a refund. No reply... Don’t buy from here!

Reply to Bergfreunde's reply: have you ever bought a jacket for 250 EUR that was damaged after two days of use? That is surely not what you should expect from a jacket of that price. That's my point, but you don't seem to get it. Ever heard of non-conformity?

Just disappointing. I have ordered a number of items from the website. Not only did the parcel never reach its destination, it’s been more than a month that never receive the refund. The support desk keeps sending an automatic response without giving me any relevant update. Very disappointing!!! AVOID AVOID AVOID

Ordered on this website, especially for the promised delivery date (within 2-4 days). Needed the gear for our vacation trip. Unfortunately the delivery was 3 days late...

I ordered three times and every time there was a mistake on their end. First time they sent me another color for a jacket without asking first, second time one of the items was out of stock and they just shipped and then let me know (if they let me know before shipping, I would order another, similar item, it was a locking carabiner and I was short one carabiner, had to go to the store which is exactly what I wanted to avoid during COVID) and now they made a mistake while printing out my info so the shipment got to my home country, couldn't be delivered, got shipped back to them and now they want me to order again without them offering me a refund first. The customer service just copy pasted the same email after I told them I cannot reorder because they took my money. Each of the times the mistake was on their end and they showed no interest in fixing it, no offer to make me as a customer feel heard or valued. I hope they at least give me my money back. I am so sorry I ordered from them, especially this last time, it was supposed to be a birthday present and almost a month has passed since my order, no order and still no money... Too bad, they have a wide selection but I think after this experience I will move my business to a seller that values it's customers, tries to fix a mistake if they make it and has good customer service because there is none of that in Bergfreunde.

EDIT: After this they responded that I will get a refund when I reorder (see below). I have told them several times that I cannot reorder until I get a refund. How can I pay when they took my money? I tried to explain this to them but it seems they just don't get it. I am very disappointed. Still no responce on this from customer service...

I ordered 3 pairs of Crocs. The delivery was due to arrive. I was at home all day teaching, by my doorbell and phone, but the DHL delivery just dumped it in a collection centre, which he had done with other deliveries as well. So I have to take time, after my busy day to walk and collect it which was both inconvenient and annoying, and I got there just in time as they were closing. I wrote to Bergfreunde and they just said 'oh, sorry 'bout that' and left it at that. This company gives the impression of being a caring company interested in its customers and products. Do not be fooled. They offered no compensation, so maybe this happens so often it is par for the course and they do no care a jot. I think if you pay 6 euros for delivery I do not expect to have to trail down to a collection centre elected by a lazy DHL courier. What a shame this company does not live up to its dynamic, caring image.

I had a failed order because of CC issue, upon fixing it and trying again suddenly all 4 products in the basket have raised their price almost 3 times. How's that of a coincidence?
I suspect automatic price updates algorithm was mislead and concluded the initial payment was finalized, but still it's not an excuse! Had nobody to contact, nobody answered the phone. Via email they said it takes 2-4 days!

Will never use their service again!

I was lucky, however they only use 1 delivery company, and that one is known to be the worst in my area. I hope they will expand their delivery options.
I'm happy with the products I got from bergfreunde.

Excellent shop with a huge selection of products, never a problem with delivery, tracking number provided immediately, with updates. I like coming back to this shop.

All in all good experience. Customer Service is nice.

Huge Selection, reasonable prices and good descriptions as well as suggestions for finding the correct size. Also the shipment is fast and good trackable. Since 2 years nothing to complain about! 👍