Bergfreunde.de Reviews 

I ordered a body warmer for my husband. Gave my correct address but the parcel was not delivered, upon inspection i saw that they had written the wrong address.
When i told them this their response was:
“ Please check the premises thoroughly and inquire with all of your neighbors.
Please also contact the local courier through their website about your parcel”.
Luckily the parcel was delivered to a similar address on the other side of town. Where an honest person lives, who kindly delivered the parcel.

They accepted no responsibility for their mistake and were unwilling to contact the courier to find out where the parcel was delivered.

I won’t be ordering from them again. Untrustworthy.

It took 11 days for the order to be processed, I requested a refund after eight days, and they said that the order could not be refunded.

I bought in this place with the shipping information advertised in the website, but they didn't kept the promise.

The information is misleading.

I have a trip coming and I'm afraid the items will be delivered on the front door and sitting there for several weeks until I return, or somebody steal the items from the street.

Very disrespectful experience. Never buying from this site again.

Besides, you can get way better prices from Amazon.de, campz.ch, bergzeit, etc, etc.

No order delivered due to company mistake and all that they do tell me that they will refund me money and i can buy again. I got items during black friday! And i called and messaged many times always respond by Bianca, that was eating during call and gave no help at all. I informed her that my item is in Italy and cant be delivered due to missing information she told that it is my problem to resolve it. Seriously !! Disappointing!! And i need my items urgently!! I payed for them almost a month ago!

I purchased a pair of ECCO boots a number of months ago. I had an issue with the boots. I emailed them about issue with boots having a design flaw in them. They secured me a full refund for boots. Very positive customer service experience with them.

I ordered a black diamond back pack that was worth 150€ but was on sale for 100€ with free shipping which i thought was an amazing deal so i decided to risk it and buy it from a store which i had no experience with in the past and hope for the best (i had made sure that the store had positive reviews on trustpilot before i ordered). The delivery process was smooth and easy, i wouldn't say it was super fast since it took around 12 days (10 working days) for the package to get from germany to greece (also didn't have to pay customs since its within the EU), however the product was very well packaged and didn't have any damage on it. Only other thing i wasn't a fan of was the tracking of the package which didn't update very often and didn't provide you with any precise information as to where the package was, but that is more of DHL issue and not the stores. All in all very satisfied, great prices and i would totally buy from them again.

Super products. Super service. Fast retour handling. Thanks!

My mailbox is full of their bogus promotions advertising mails. I tried to get in contact, and complained about a false promotion, I got a reply like "so what, buy something else". Ugly experience!

Be aware of some facts:
- don't rely on delivery time - when ordering sleeping bag, it says 3-4 working days in homepage, but on the confirmation e-mail you receive - 6-8 working days;
- don't rely on confirmation e-mail you receive - they won't inform you that delivery has been delayed. I called and that is how I found out that it has not been shipped even after 2 days (in home page and product description they say - usually shipping takes place same day, if you pay before midday). Their official reply is that sleeping bag is bulky item and takes much time to be packed and/or logistics department causes delays.
Customer support doesn't know and cannot tell any specific information about when the ordered item will be shipped / how many more days they need for packaging it. I called twice two consecutive days, no new information on the second day, but at least confirmation that they won't deliver on the time promised. At this point I made a decision to cancel the order. I received money paid back in 5 days time (as promised, you can rely on that at least).

My advice to Bergfreunde.de - be more proactive, honest and specific about delays in communication with your client - you will show that you care, that client can rely on you and you will save your staff's time spent on replying all the incoming calls, emails and negative reviews.

Some specific suggestions:
1) be honest and set the same delivery time in product description you send in confirmation email; it will cause much less confusion and emotions for you client;
2) send the information about possible delay with shipment instead of confirmation email that all is fine;
3) think of some more effective packaging solutions for such bulky items as sleeping bag;
4) customer support staff would benefit from closer connection with logistics department - it might provide some specific answers to client's questions as regards to delivery time.

Wishing you all the best!

Hi!

I've been buying stuff from Bergfreunde for several years now and the experience was always really good. The delivery is usually very quick and I've rarely had any problems with payments or stuff. The website is really good; Bergfreunde offer a broad assortment and -I recently discovered- have a very extensive climbing shoe guide.

Customer`s service could give a slightly more lenghty explanation, though. Sometimes it has been extremely short and not super clear to me.
Oh! I like the boxes you used earlier (with the glue strip on it for returns) better than the ones now. They sometimes put up a bit of a fight when opening or closing them.

But hey, otherwise, I am really happy.

Unfortunately, they forgot about one part of my order and now it's not available anymore. Even more than a week after payment, I didn't hear back concerning the other product and when I wrote an e-mail, they just said they will take care of it but until now nothing happened...

I like to buy from bergfreunde.de. They have a good selection of products, and the advice given over the phone is very friendly and competent. Delivery is quick.

Bergfreunde is an outdoor dealer with a perfect portfolio, a great service and a very helpful and friendly staff....and pricing is still fair.

Everything went good, I'm very satisfied

Good variety of articles, tempting prices and often good offers.
Service is one of the bests online and the transfer times are fast (returns (if) take a bit longer, though).

Fast delivery, easy retoure-process, good & very recommendable.

I appreciate all contacts made with my 'Bergfriends'. The quality of work and products fullfill my demands and I will keep on buying my stuff in future there
Thumbs up
Thomas

Perfect, very fast.

I've been a customer since 2010, and shopping at bergfreunde.de continues to be a pleasant experience. As in previous years, checkout was intuitive and hassle-free, and my order was delivered, somewhat surprisingly, in less than 36 hours. As always, the shipment was in tip-top condition, and I rest easy that if I were to return an item, this, too, would be quickly taken care of.

So far, my experience with Bergfreunde.de was always great. Customer service works fast and friendly, the delivery is fast and packaging always very satisfying.