Bergfreunde.de Reviews 

Buying from Bergfreunde was one of my best experiences with online shopping. My new jacket was delivered very quickly and was packaged extremely well. Usually clothing is delivered in a tough plastic bag but these guys sent my jacket in a protective cardboard box with the item sealed in a bag inside. Their prices are very competitive and the whole purchasing process is so easy. I really cannot see how this seller can make any improvements because it's just perfect the way it is. Well done. I'll be back to purchase again.

I have had many problems with the delivery of my orders. DHL is the delivery company and their service is terrible. I am not buying anything again from Bergfreunde.

It is the worst service I have ever received. I ordered Christmas presents 16. december. No presents came. 8. januar they answared my emails, that they did not have any of the items I have ordered. I'm now waiting for to get my money back.

Sincerely, Anders

They say 2-4 working days for delivery; I ordered 8 days ago and still did not receive confirmation mail or tracking number. No answer when (or will) I get my order. On site in order history it says "no order history", but Paypal account says my money is taken.
Never again.

I bought several items from Bergfreunde.
The delivery was always fast.
On some occasion I had professional support and friendly conversation with staff member Adrian. The problem was solved better than I was expecting.
I don't only buy from this shop, I also trust them.

My order hasn't been sent out after 9 days even though it was supposed to be delivered within 2-3 days. When I called them it turned out it got stuck somewhere due to software update. Due to same software update they couldn't even cancel the order. The guy from customer service was very nice though.

My experience with Bergfreunde is simply shocking. They sent me different items that I ordered and once I contacted them their response was just: send it back, we are tracking your parcel. There was no information on how long the new parcel will take. I asked if they will send the parcel by express mail once they get a hold of it and they just responded that they don't do the express mail. Considering that they sent me the wrong items (and my items to somebody else), so this was their mistake this was simply shocking. The delivery date was way overdue so I asked for a refund and reordered my item from another supplier. I will never order anything through them again!

I can confirm what Philip said. They have no customer service. Do not use this site people. I ordered something 3 weeks ago, they took my money and I never received what I ordered. DO NOT TRUST THIS SITE

Bergfreunde fails to inform its customers that delivery is undertaken, not by DHL courier, but by a local postal service, often an inferior and unreliable mode of delivery. This is a deceitful practice that erodes trust in Bergfreunde and negates any good quality their service might possess.

Would never use their sites again.

Super nice service,thx jenny for the asistance it was a pleasure working with you

After reading mixed reviews here on TrustPilot I decided to buy mountaineering boots from Bergfreunde and I must say everything went perfectly. I was also eligible for a VAT refund so I have sent a dozen of e-mails to these guys asking for help and explanation of the exact process. They have responded every time in 48h time frame. Boots have been delivered smoothly in original packaging and after all the paper work has been completed they have refunded me the exact amount I have expected. I couldn't have imagined a better customer support, very professional. Thank you Bergfreunde, keep it up.

ordered four items before Christmas. three where shipped with DHL. but they did not manage to find my addresss and where sent back. Inquiries trough the Bergfreunde website took really long, 4 to 6 days. From the fourth item I did not receive any information. Apparently it was shipped after a month, without giving me any notice and also got sent back by DHL to the warehouse.
The delivery issue was not a Bergfreunde issue, altough they did not react properly. Mwhaa, just order again, try again. And in the meantime € 300 got stuck in Bergfreunde's bank account.

My thought: if you have an online business people expect not only the shipment fast, but also in case of questions, or reclaims.

Amazing customer service. There was a system failure and they promptly fixed my delivery. Jenny from customer service was fabulous, she was in touch with me through email and made sure everything was quickly fixed. I really appreciate the customer service at Bergfreunde and I will remain to be their loyal customer.

Really poor customer service and impossible to get a refund from them. The goods were faulty and returned. Nearly 4 months later, no refund. I am just so angry that this is taking so long, and they are being so obstructive. I will not buy from them again.

Ordered 3 products but only received 2. The missing product cannot be re-ordered. Really ? I've found it at another website without any problem and they were successful at re-ordering.
Finally, they keep the German VAT unduly for themselves when exporting to Switzerland. Booo, not fairplay ! False price advertisement !
First and last time I order from this website, they are too lazy to work and way too greedy about VAT and taxes rules between countries.
Bottom line : avoid online shopping as Swiss customers.

Good site but a terrible client service once you have paid. I have purchased an article then it does not appear in my previous purchase and no info about the delivery either. You try to cal and nobody replies after a good german lesson. Well below expectations and you will spend a lot of time chasing your purchase. To be avoided

Yesterday evening I tried several times to complete an order with PayPal but it kept rejecting the payment. I thought that maybe it was a temporary problem, so today I went to berfreunde.de to give it another try but some of the items I had on the shopping cart had disappeared. So I tried to get them back to my cart, but... they were SOLD OUT!
Conclusion: I am disappointed with bergfreunde.de but glad that I couldn't complete my order: the nightmare would keep on!

I emailed them to confirm sizing info for two t-shirts. When the items arrived neither t-shirt measurements came anywhere near the measurements that had been provided. I requested a return and full refund including shipping as they had not provided what I had ordered. They agreed, but it is taking months to get the full refund, they keep making mistakes, still have not refunded the full amount, and I am now getting replies that are so rude and completely lacking any level of customer service. I would suggest avoiding this company at all costs.

They are lying about delivery times for more sales. I have ordered items from them several times - I never got anything on time. Expect 3 weeks to 1 month for delivery to EU countries.