Bergfreunde.de Reviews 

I cancelled my order before it was dispatched as it was over 7 days since I placed the order and still hadn't been sent, but these idiots decided to ignore my request, and dispatched the order, and then refused to refund me. Their customer service is a shambles, taking days to reply, and giving half answers. Two weeks later I still don't have a refund and have now raised with Paypal. AVOID>

Very prompt in sending Item although too small.

The company alpinetrek seems very sturdy, but I advise you not to be fooled by appearances.
I placed an order nine days ago and it still hasn't been delivered. They generated a tracking code for me five days ago, but they never sent it; they just created a code to ensure I'd receive an email.
This is a very untrustworthy company, and I never recommend shopping there.

Great selection and fulfilment and excellent customer service after incident with expensive equipment bought from them. Obtained a full refund within reasonable time.

I placed an order on Friday evening, with the promise of 5–7 working days for delivery. Today is Wednesday – the 4th working day – and my order hadn’t even shipped yet. I contacted customer service to ask for an update.

Instead of receiving help, I was met with a superior, sarcastic tone that made me feel incredibly uncomfortable. The agent kept repeating that “Saturday and Sunday are not working days” – which I obviously know – but he said it in such a condescending and cold way, like I was bothering him.

When I asked if Monday would be the 7th working day, he replied mockingly, “If you say Monday is the 7th, OK… I think Tuesday.” No apology. No accountability. Just attitude.

It was honestly depressing to be treated like this after spending my money in good faith. I felt dismissed and looked down on, as if asking for a basic update was too much.

This is the worst customer service I’ve experienced in a long time – not just unhelpful, but emotionally upsetting. I will not be shopping here again, and I don’t recommend anyone else does either.

I’ve been ordering from this shop for a while now and it’s always been smooth sailing; fast delivery, accurate product descriptions, no issues at all.

The one time something did go a little off, their support team handled it super quickly and professionally. Really appreciated how easy they made it.

Great gear, great service.

Great customer service.

Ordered on the 2nd of December. Items arrived on the 6th of January - which is after the date I needed the items.

When I contacted the company about it, they just gave me the template answer that I can return the items if I no longer need them

Ordered an item on the 7th December 2024 and I still did not receive it. I have called dhl to understand where the item is but they were not able to find an item all (typical of dhl). Then I called this company so they sort it out with dhl where the item is. I was told that they will send me an email. I did not receive it. I sent an email myself and I received a standard response that it will be reviewed. I followed up now three times and I was ignored. I spent money and did not receive an item or a refund. Not to mention that this was a Christmas present. Terrible experience. I understand that issues happen during delivery but you just sort it out or issue a refund. None of this have happened.

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.

Edit following their response:

Your taking more than two months to respond to say you don’t believe the review says everything about you. I can almost laugh now when I read that I need to contact you to resolve the issue “swiftly”, when this review is about your not having responded to my cry for help.
But it was not fan at all when you ruined presents’ day last Christmas.

I'm surprised to see all these positive reviews and I certainly hope my story is an exception, however it needs to be known.

Dec 1 I place an order.
The order only left the warehouse Dec 9 with no communication as to why.
Today is December 12 and it appears as if the goods are still in Germany and haven't even made their way towards my destination in Italy.
I wrote asking for explainations, 24 hours ahve passed and I still haven't heard back as to what is happening.

Some of the Items were for presents for some Children. I thought that two weeks time was more than sufficient to receive the goods. Now I have to scramble to find another solution as the presents will not make it on time.

Like the special offers, always fast and super service

Very professional, fast, reliable, good brands and good prices. Totally recommend

I have ordered 4 times from them. They always deliver on time, no mistakes, easy return. Every item displayed in the website is followed by a description of what to expect, which is really helpful and accurate.

Edit: I did get a refund, after sending 20 emails and about 30 social media posts and messages. This company is ridiculously bad at customer support. Do not buy from them. You can even see it in their response.

I found some great deals on bathing suits so bought them for my next trip. It said it had been delivered but when I got home it was nowhere to be found. Upon trying to get help, they just kept telling me to check storage which I had no idea what they meant by this and said I need to buy a printer. They refused to be helpful. I am now out 100 euros. Avoid this company at all costs.

Great prices and very good item selection. Have purchased at this shop often and never been disappointed. Fast delivery. Recommended!

Be vary when ordering from this store!

Ordered multiple items and few of those were not in the package that arrived. After weeks of conversation with the store they refused to acknowledge the fact of missing items. The only information I got was text along the lines of "Items were there, we wont respond to you anymore. Case closed". Absolutely no proof or any weight confirmation from seller or courier. Absurd! In the end was left without these missing items AND hundreds of euros of loss in result! And wasted time... Never again shopping there.

If you still want to try your luck with this store:
Film unboxing of the package as a proof or simply shop elsewhere if you don't want to get scammed like that!

I ordered pants and they never arrived! Its scam and nothing else…they tell you that the order will arrive in 5-6 working days, today after 21 days - nothing! Its horrible! I write them emails, phone calls - they only send spam emails and doesn’t get it seriously. Their courier DHL lies too! Dont mess with this company.

I'm pissed off because I ordered stuff for the kids for the holidays 7 days in advance. And someone from that excelent company sent the package on the fifth day after the order even though there was no reason for it. That means the stuff won't be delivered on time. Just a bunch of alibists.