Bergfreunde.de Reviews 

The refund takes to long. I have send multiply Emails but there is a lack of replying. After more then 2 weeks still waiting for my money and a reply or confirmation.

I ordered wrong size because the sizes inside the shoes didnt match the ones they stipulated on their site. I dont know if this happens to all of their brands. So I had to pay the return delivery costs for their mistake!! They said they gave me a free cost return label, but it wasnt the case. They charged me and afterall did not answer to any of my emails when I notified them about this fact. Nasty, Bergfreunde! Money count as much for us, the customers, as they count for you. Yeah, every penny. The little money can buy something too! The difference is, in this case, that you, in a nasty way, did not fix your mistake and stole money from me. Money I have worked for, ok?
And it would be nice to notify the customers after they purchase items you dont have on stock. Dont you find this logic? They must know how long they ll wait for the parcel.

Usually had good experiences with Bergfreunde, until a recent order. For my last order, the money was deducted from my account twice, even though the order had gone through only once. When I contacted Bergfreunde support, all they said was that a “pending charge” was left with my bank, “which will be removed soon.” Over a week later and the pending charge still hasn’t returned. Not the best experience when you’ve placed a large order.

Edit: Bergfreunde claims there is no second charge on my credit card, which is not true. As of the time of writing this, the second charge has been reverted, as it should be, however it took over a week to do so. If Bergfreunde wishes to investigate this issue further, they should check the conversations I had with their customer support team or contact me directly as I’m happy to provide screenshots.

Quick delivery made me happy bit was short-lived as I discovered that the article I received was defective. Naturally, I reached out to their customer support to address the issue. This is where my experience took a downturn.
While I understand that delays can happen, it was frustrating to find that their response time was quite slow. It took a considerable amount of time to receive instructions and sent back the defective item as per their guidelines.
I patiently waited for a resolution, but after four weeks, I was shocked to learn that they had no record of receiving the item. This lack of communication and record-keeping was disappointing and left me feeling frustrated.
As a result - no refund of 160 and no item,
Update
Took them long but finally they found it and paid back

Just perfect, no more comments, you can trust them,

Ordering was an easy experience. The product arrived within the predicted time frame (Ireland, 7 days). The package was safe and secure. The correct product was provided, exactly as described and in perfect condition. This is my second purchase from Bergfreunde.de and I am a very satisfied customer.

I order 2 x elastic velcro straps, dimensions:
-> 30cm long x 2cm wide x 0.2cm high.

This arrived in a carton box, dimensions:
-> 40cm long! x 30cm wide! x 7cm high!

Not exactly, 100% "climate neutral"! Not very environmentally friendly or paper-waste conscious!
If you really care about sustainability and the environment - don't order from bergfreunde.ch

As always bergfreunde is good products with fair price

Schnell geliefert and always giving an update :)

Trusted e-shop. Genuine material. Customer representative was very helpful and kind.

Bought several products, and a few days later Bergfreunde lovered the price on the products. Upon contact, I was told, “we are unable to refund you / cover the difference in price”. So in order to get the discount I have to return everything and make a new order, a waste of time, money, co2 and is just plain stupid. I reached out to customer service a few times and they decline. They encouraged me to make an honest review, so thats what I'm doing. This is far from normal practice when it comes to running a webshop. We are not talking a fortune, so probably wont return the goods – so I’ll just end up as an unsatisfied customer.

Response time was ok.

Worst service ever!
Send the wrong jacket
Then I return
Then they register the wrong item as part of return
I reach and they get picture, order, tracking.
I just want the money back for the returned jacket - still a month later Nothing

As always, a perfect service and top quality items. Love this firm.

I ordered a winter jacket and my parcel arrived fast. Unluckily, the jacket was smaller as I imagined, so I returned it. I got my money back almost a week after it.
I ordered a new winter jacket and got it quickly as well. I'm totally satisfied

I ordered on 28th November thinking that’s ample of time to deliver before Christmas. But nope. I asked for a refund (3 weeks later) but I was also told nope. I was given a “free return label” after speaking with customer service last week but either way I have to wait for my items to arrive in which lord knows when that’ll be (tracking says it’s still in Germany!). These guys are holding my items worth 400+ euro.
Unbe-fecking-lievable!!

A piece of advice:You should get rid of DHL and have fast track options. People pay you shitloads of money to begin with, I’m sure most will be happy to pay an extra buck for fast delivery. You should also offer refunds when items do not arrive in time. Or some compensation! Keep your customers happy - looks like based on your reviews here, many aren’t for the same reason. If I had known, I would had chosen a different provided such as Amazon who is more reliable. Unfortunately I cannot recommend your website to my friends, not after this experience.
I’m appalled by the whole process. I don’t think I’ll use your service again. First and last time.

People should be warned.

Great experience. The package came incredibly quickly, and the bathing suit is a perfect fit.

Get ready to buy something that they won't deliver to you. I made an order. They soon changed the status to "shipped". 1 week later - no updates. The tracking number says that the order hasn't been passed over to the delivery company yet. I asked their support team, and they replied that the order is missing and they will begin an investigation. After that, they just silently closed my support ticket (without any communication on that) and asked whether I'm happy about their support service. Then I noticed a refund in my bank account. Again, without any email about that. And it's not possible to order what I wanted anymore. Obviously, I will avoid using this store again.