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Most relevant positive review
Apr 14, 2024
Verified review
Have purchased hiking & camping gear over several years. Order status & communication is good. Delivery within Ireland takes a little longer but that is likely local courier/postal service issue. Goods always arrive well packed and products always as ordered. For this reason happy to wait a day or two longer for peace of mind. Have found prices to be pretty competitive and free delivery over certain price.
Awful, really awful, they promise fast delivery before they take your payment. Then they take your payment and this all changes, then they email to say it's delayed and dont give any more information. Then when you phone customer service they hang up the phone on you, then when you email customer service they say it will take 4 days to respond. I will now report this transaction to my credit card company as I feel like I've just been robbed.
Please, when will the financial amount for the returned goods from the order:
Hi,
Today, delivery to you is 10 days unconfirmed!!
DELIVERED 10/17/2024,
today is 10/27/2024
I think it's quite a long time.
Please confirm receipt of the return and refund the amount.
Please, when will the financial amount for the returned goods from the order: 38144651 be refunded
This item is: 1x WHEAT - Children's Langarm-Shirt made of Merinovolle.
The goods were returned under shipment reference number: CU025876195CZ on 15.10.2024, delivered on 17.10.2024!
I did not receive a confirmation of receipt of returned goods from order: 38144651, although the shipment was DELIVERED!!!
I request a refund for the returned item.
Thank you in advance for your reply.
Ing. Jana Mašterová
Your order or invoice number: 38144651
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Oct 13, 2024
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I’m sorry I have been waiting for an order 2 weeks
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Sep 16, 2024
Verified review
Greetings !
Greetings!
I was filled with sadness when I learned that such a large company as yours does not know or does not want to fulfill my order placed and paid for online!
I note that the products I wanted to buy were available and were added to the cart without any problems!
We wish you more satisfied customers !
Sincerely !
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Sep 10, 2024
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Goods never received
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Sep 13, 2024
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Aug 16, 2024
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Order number : 37609972
Hi , I’m totally confused. Order number : 37609972 . I have ordered two jackets and two pairs of boots for my wife and the price was 250 € but in a check out it was not 250 but about 300€ . Shame on you !!! Totally scam . I have paid those 300 € but I am thinking that it will be last order from this seller. They’re cheating with prices , avoid !
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Aug 16, 2024
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Terrible customer service. Never reply, and their courier, DHL, lies. Waiting for an order, I contacted them four times, never to get an answer or help. Online purchases should be simple and easy. When trust is lost, there is no going back.
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Aug 26, 2024
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I am refering to Order number 37695660
I am refering to Order number: 37695660 placed on 21.08.2024 on your web site. Until today I have not seen any change from status "received". One would expect that you dispatch your orders promptly and without delays. I am surprised and disapointed that you are so slow in dispatching the sold products. If there is any kind of problem or objective cause for the delay, you should inform the customer about it so that we are not in doubt what is hapening with our orders. Thank you, Matjaž
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Aug 23, 2024
Verified review
long delivery
placed and paid order on Monday, after 5days the order status is still "recieved", not moving at all, not processed, nor dispatched...haven't got any update :(
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Jul 11, 2024
Verified review
Awful in every way, avoid.
Awful, really awful, they promise fast delivery before they take your payment. Then they take your payment and this all changes, then they email to say it's delayed and dont give any more information. Then when you phone customer service they hang up the phone on you, then when you email customer service they say it will take 4 days to respond. I will now report this transaction to my credit card company as I feel like I've just been robbed.
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Jul 30, 2024
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Until now I still haven't received my order. Why? 3 days have passed with the status "Being processed"! This is my first time to order from you and I am so disappointed on how you handle this!!!
My order still has not been shipped, no 35413508. I sent an email but you did nit reply. I phoned but was left on hold and nobody answered.
You have promised delivery in 8-10 business days but have not bothered to ship yet. I shall raise a dispute with paypal unless you sort out my order and communicate with me.
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Answer by Bergfreunde.eu
Dec 9, 2023
Hello and thank you for your review.
We’re sorry that you’ve been waiting. As you've placed your order two days ago, we're currently processing your order. We’ll keep you posted on the status of your order. Due to many queries, it sometimes takes a little bit longer for us to answer to emails but we will get back to you soon!
Best regards
Bergfreunde.eu
Jun 21, 2024
Verified review
Huge delay no mail answer
Haven't got a tracking number yet. I am a business customer for years . Also no answer after 2 emails.
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Jan 24, 2024
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Everything went wrong! I was deceived because I made an online purchase at a price, with still 2 products in stock, and they canceled my order with the excuse that they didn't have stock! Surreal. Even today, they still have one product in stock, and my order is still pending! On top of that, they increased the price of the product and wanted me to buy it again at the current price! Unbelievable! The worst online service I've experienced in my entire life!"
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Answer by Bergfreunde.eu
Feb 8, 2024
Thank you for the review.
We absolutely understand your disappointment and apologize for your inconvenience. We are sorry that the sleeping bag was temporarily out of stock and your order had to be cancelled.
Unfortunately, due to a technical issue in our online shop the item was shown as available when this was not the case.
As we see that you already have contacted our colleagues at customer service and they have offered you a solution.
Kind regards,
Bergfreunde.eu
Nov 29, 2023
Verified review
It's good to buy from Bergfreunde exclusively if you are 100 % sure that the size and model fits you. But even then the waiting time is way too long to receive the order. For me it took 2 weeks to receive it (I currently reside in Lithuania).
The problem starts if you want to return the goods and get reimbursed. It takes approx. 3 weeks to get reimbursed!
I had to return the goods 3 times and lost 40 euros in shipping charges. A customer must pay the return charges which are quite high in my case (Lithuania). The first time I had no technical possibility to print a return label, thus I had paid solely with my own money for the return shipping. Nevertheless, Bergfreunde charged me double for the return shipping, assuming that I sent the goods "on behalf of" Bergfreunde. Twice I inquired about the unfair charging from Bergfreunde. Both times Bergfreunde ignored my request.
Nowadays when a customer can choose lots of sellers with a quick and free-return policy I would definitely recommend to take into account the slow and unfair return policy of Bergfreunde.
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Answer by Bergfreunde.eu
Dec 9, 2023
Hello and thank you for your review.
Our apologies that the item our service did not meet your expectations. We've seen you already contacted our customer service to clarify the matter.
Best regards
Bergfreunde.eu
May 15, 2024
Verified review
Incorrect item shipped - refused to rectify
Berg Freunde shipped the incorrect size shoes and refused to fix their mistake by sending the correct size until I returned the previous pair. They kept referring to an the exchange/replacement process. I repeatedly called out this was not an exchange/replacement scenario but an error on their part. They offered 10 euro off as a "goodwill gesture" but really an actual good will gesture would have been to ship the items in parallel with me returning them. Very frustrating and unfortunate, I will not use the site again
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Answer by Bergfreunde.eu
Jun 20, 2024
Thank you for the review. Our apologies that you did not receive the item you ordered. This shouldn’t be happening. We are sorry for the inconvenience with our return process and that your order with us didn´t meet your expectations.
Best regards,
Bergfreunde.eu
Mar 2, 2024
Verified review
Received different product from the one displayed on the shop website.
The picture shown on the shop website (and in confirmation email) does not correspond to the product I received - it did show a jackwt with under arm pit zips and a different colour of front zips - obviousley a different product from the one I received. Big disappointment. I am returning this product and I am expected to pay 10 eur shipping costs for returning it, even if this is obviously due to a mistake by the eshop.
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Jan 11, 2024
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Misleading the customers on shipping
Once the website stated 3-5 working day delivery and when you order it is all of a sudden 5-7 working days. This is misleading the buyer!!! Also I have placed an order on the 9th January and today on the 11th there is still no update on my order, it is not even prepared!!!! Pathetic... Very poor shipping service... also I have contacted customer support and it says I have to wait 2-4 working days while someone replies... This is also very poor customer support.
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Answer by Bergfreunde.eu
Jan 12, 2024
Hello and thank you for your feedback!
We're sorry that your experiences with our shop didn't meet your expectations. We can understand that it bothers you when you don't receive any information about the shipping status. We are constantly working on the optimization.
We can see that your parcel has already left our center and will be delivered in the next days.
Best regards, Bergfreunde.eu
Mar 22, 2024
Verified review
Fake delivery times - The company consciously lies about the delivery times.
I purchased a present for my son because I read that it would arrive in 2-3 days.
AFTER they received the payment, I got the confirmation email saying the delivery would take 9-11 days.
This is misleading advertising, a fraud and a formal legal action should be taken agains them.
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Answer by Bergfreunde.eu
May 23, 2024
"Hello and thank you for the rating!
We understand your frustration however, we do have different shipping times for each country. We would love to ship in 2-3 days in every country but this is not possible.
Kind regards, Bergfreunde.eu"
Apr 4, 2024
Verified review
Haven't received the package yet!!!
I have no idea why you keep asking me to rate the service as I am still waiting for the package. I ordered the stuff on the 21st of March. Today is the 4th of April and still haven't received anything!!! When I check the tracking, it looks like the package is still in Germany!!!
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Answer by Bergfreunde.eu
Apr 30, 2024
"Hello and thank you for your feedback! We're
sorry that your experiences with our shop didn't
meet your expectations. We can understand that a delay in delivery is frustrating for you. We are happy to see that you have received your order by now and we hope you are happy with it.
Best regards, Bergfreunde.eu"