Alpkit Reviews 916

Amazingly responsive service.

My head torch battery stopped working and they identified the issue and agreed to send a replacement immediately.

Such a great customer experience and I can keep using my brilliant Qark light

Bought a down sleeping bag, liner, air mat and pillow. Really, really impressed by how well they peform for the money

I’ve bought many products from alpkit both in stores and online. Recent made a purchase online and the product, delivered by DPD, did not get to me through one reason or another. I spoke to Brendan and he sorted me with a replacement in quick time which is very much appreciated. I like the community feel and support of alpkit, so thank you very much.

I'd just like to say how impressed I've been With the customer service especially Naomi. She's been so helpful and gone out of her way to help. 10/10 Thanks you.

4 stars are for brilliant customer service from Rachel, she responded to my query in little over an hour and sent instructional video to set up my compact hiking pole. Yes you read that right, I needed instructions for a pole. Minute long video easy to follow but why it could not be explained clearly on packaging is a mystery. As for the pole very hard to pull out top section first time, in fact I could not do it at all, my husband had a go, he struggled to do it too. It seems to have loosened up after opening and shutting half a dozen times. Feels like some WD40 would be helpful but reluctant to try as at this point not sure I won't be returning it.

Great customer service. I gave them the wrong postcode! They, the Alpkit team, followed up and put everything right. Fantastic service. Thanks

Super response from Brendan and team who assisted with sorting out an order via Decathlon that had been delayed.

We've had fantastic experiences with the Alpkit team over the years - always willing to help and get things sorted!

Of course - great products too

Order Ti Sx Eagle on 31 March on sale price ,so ordered with build date 21 April , placed order then they change build date after the order was placed to 28 April without any notice or consultation.
So got in contact with them and after a week or so time wasting with chat boxes also phone calls they then say our mistake it will go out on the 21April.One week of wasted time chasing them for a outcome, no consideration for your time , that is just wasted .
No one wants to be treated this way when you have paid a large sum of money for a bike .

Ok no problem will wait for the original order build date.
21 April comes and then goes no delivery, no emails, no phone call absolutely nothing .
24 April I then cancel through PayPal and get a refund. Nearly a month since I had paid in full.
The point is why would I want to buy a bike from a company full of blasé excuses about delivering items that you have paid in full for ,as far as any customer service with this company my experience was terrible , complete disregard for customer care.
Why state a delivery date before you order if you can’t fulfill the order.
Sorry no chains ,we have been very busy, its the holidays, maybe that will be your build date ect . Ridiculous
Then have no offer to try to rectify this situation and let’s see what we can do for you , no nothing.Absolutely no respect for your time or inconvenience.
Yes received full refund but they wasted nearly a month of my time with an off the shelf order they could not complete without wasting more of my time.

I will move on to a reliable customer based bike company.

I had ordered the XXL neoprene shorts as the XL was out of stock . Sure enough , the XXL were really too big .
The staff were super-quick and helpful in telling me when the XL would be in stock , and sending me a link to return .

Always good quality kit, reliable delivery, reasonable prices. I buy as much of my hiking and camping kit from Alpkit as possible!

Both of my pre ordered hardback books arrived damaged. I supposedly paid for postage & packaging but all they were packaged in was a torn brown paper bag .... Alpkit's response was 'Although we try our best to provide exceptional service, sometimes, external factors like shipping and handling are outside of our control, and issues like this can happen'

I'm sorry but this is just a pathetic reply! It's your business & if the packaging is crap then sort it out !!

Both books were immediately returned for a full refund & as it was my first order I won't be ordering again.

As ever, Alpkit's customer service (Ash on this occasion) was excellent - prompt, helpful and flexible. I haven't had a chance to use the Jaran3 yet but have been pleased with the quality and value of the other kit I have bought from Alpkit. Product Review IDC...

ALPKIT is a company that really is focused on its customers and getting them what they want. The staff ( Kingston shop ) that I dealt with ( Ruben and Liz ) couldn't have been more helpful.

I bought an orange El Camino Electric bike.
Subsequently I bought the range extender for it.

The bike is surprisingly light ( compared to my old Van Moof ). The gear changing is a dream: smooth and easy. I had the tubeless tyres variant and the comfort is fine.

The Electrics work well. I have also had the software update and that seems to work well.

If I have a grumble ... then it is on the quality of the documentation of the range extender. Basically it is almost not fit for purpose. Two calls to support clarified issues but I should not have needed to waste their time as the issues I raised were normal operational issues simply not covered in the manual - for example what kind of USB charger and how I could use it.

At Alpkit Inverness, I had the best in-store purchasing experience of my life.

I first wandered in to have a little look at gravel bikes, as a friend had recommended the Sonder Camino, with the vague hope of maybe sitting on one just to get a feel for it. Half an hour later I’ve sat on just about every bike in the shop, peppered my hosts with questions about tyre width, wheel size, bar flare, groupsets, and just about anything else I could think of. Pedals were soon fitted to one of the Caminos and I was trusted to have a little ride around the car park leaving nothing but the keys to a shaky 15-year old Fiat Panda as collateral. The whole visit made a huge difference to what specification I would’ve purchased, but I came away convinced I needed a gravel bike.

A few days later, I dropped by again to place my order, and was walked through the specification component-by-component, with lengthy discussions on the merits of all available options at every step. They knew about everything I wanted to ask, and yet more about questions I hadn’t even known to ask. I got a truly personalised shopping experience, second to none I have ever received in my life.

Finally, when New Bike Day came, I was indulged as I waded through the bewildering assortment of bikepacking bags and the different configurations. I would’ve been completely lost without the expertise of my trusty guides, the Alpkit staff. Again, I came away with something different to what I would’ve had I just made a purchase online, and I was probably saved from some costly and irritating pangs of buyer’s remorse.

My experience has changed my perception on shopping in-store versus online. The in-depth knowledge of the staff, their passion for the topic, and the fact they genuinely have the customer’s best interests at heart, have convinced me that if I need anything else for my gravel adventures, Alpkit Inverness is where I should look.

I bought the wrong product by mistake. Ash in customer services was quick to cancel the order, and was even able to reactive the voucher code I had used. Thanks!

Bought a wetsuit online. It was slightly damaged and too small. Ash in Customer Service did a fantastic job of handlng the exchange, which needed to be done in a hurry because we're poised to go on a 5-week trip to Scotland, which was the whole point of buying the new wetsuit in the first place.
I already have a replacement wetsuit which fits :-)

I am based in continental Europe and ordered a sleeping bag (Pipedream 600), down jacket (Filoment Hoody) and slippers (Refugio). Mind you, I was a little late for my upcoming trip, but I thought Brexit won't have that much of a consequence. Well, I was wrong ;)

Shipping took a bit, so I emailed to inquire. The responsiveness of their support team is absolutely stellar and off the charts. I am looking forward to my trip and post a review on their products.

I had a bit of a problem with a bit of kit. Even though I had bought the kit a while ago, I got a prompt and very helpful response which sorted the problem out.

This is a review for the customer service as I've only done a test ride with the kit so far.
Bit of a rocky start as the wrong item, albeit with the right product tag, was sent. I only realised this less than a week before I was due to leave on a bikepacking trip.
I contacted Alpkit on the phone and a nice chap talked me through how to expedite the process of exchange. As such, the wrong item is being collected within 24hours and the right item dispatched within 2hrs of my call to them.
Mis-labeling happens, so I'm not salty about it. And more to the point the customer service and immediate rectification of the issue (once I'd done my bit and got a return label sorted - which was painless and free or charge) was as much as anybody could possibly ask for. As such, the customer service is worth top marks.