Alpinetrek.co.uk Reviews:
1,763 reviews in the last 12 months50,368 total reviews
Excellent
TrustmarkValid
Top positive review
21 Jun 2023
Verified review
Prices and availability are often the best for some of the brands that I like, so this isn’t my first time using Alpinetrek.
On this occasion I bought and returned some shoes as they were a little tighter than expected, however the refund was issued without and problems and I ordered another size.
They’re a little slow and I suppose my only complaint would be that they use a ‘co.uk’ address when goods are actually shipped from Central Europe. Yes, the expected shipping time IS stated so they’re not doing anything wrong but one of the main reasons that people choose to buy from ‘co.uk’ sites is that they assume shipping will be swift. I feel that it’s a little misleading.
They also exclusively use EVRI. Thankfully my experience this time was positive and I appear to have a a good local driver but I would never choose a site using Evri if I could find the same product for a competitive price elsewhere, it’s not worth the risk
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Top negative review
1 Sept 2023
Verified review
I returned vidda pro trousers, I printed off the label they provided, it was collected by royalmail. I have tracking data and screenshots I gave them to show the package was picked up and delivered to their UK depot. The package now appears to be lost in the system, and I have no received a refund after waiting a month. Very disappointed. I couldnt recommend this retailer, first time shopping online in 20 years I have run into such an issue. Avoid.
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Reviews for Alpinetrek.co.uk
30 Aug 2023
Verified review
Not terribly impressed…
Just checked order progress after three days and not yet with carrier/shipping agent. This is within the three/four days promised, but is very slow for a few items.
Website appears largely in German, which I have very little knowledge. Sales agent did not give me a detailed reply.
Will think twice about my further orders.
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Answer by Alpinetrek.co.uk
31 Aug 2023
Thank you for your review.
We apologize that your experience did not meet your expectations! We understand that it bothers you when the delivery takes a day longer than suspected. We are constantly working on the optimization. . If we can offer any further assistance do not hesitate to contact us at Alpinetrek.co.uk/contact/ .
Best regards, Alpinetrek.co.uk
22 May 2023
Verified review
Super slow delivery
Super, super, super slow delivery. Good prices, yes. But the trade off is that you will wait an ice-age for delivery. Do not order from here if you need your item quickly, these guys are actually a German retailer - not a UK retailer as their .co.uk domain name and English language website would suggest. Best avoided.
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Answer by Alpinetrek.co.uk
4 Aug 2023
Hello and thank you for your review!
Unfortunately, due to a complete adjustment of our inventory management system, there was a delay of processing in our logistics. This led to a backlog of orders. We apologize for any inconvenience caused. Currently are working at full speed to reduce this backlog.
Your package could not be delivered on time. We are sorry for that!
You can always use your 100-day return policy and simply send the unused items back to us.
We are sorry that the delivery time was unusually high this time. We understand that this is an inconvenience for you! Of course, this is not in accordance to our service philosophy.
We are constantly working to improve our service. We are sure that we will be able to convince you with our fast delivery times and our very good customer service with your next purchase.
Thank you for your constructive criticism and understanding.
Best wishes
Alpinetrek.co.uk
6 Oct 2023
Verified review
Ordered the product the 18th September, communication is totally awful , would take ages to explain, I honestly believe they were a scam site. They say will take 10 days to carry out investigation before I get refund. Honestly would urge you not to use them for the little you will save. Totally pathetic and useless
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Answer by Alpinetrek.co.uk
8 Nov 2023
Thank you for your review!
We're sorry to hear about your dissatisfaction and we would like to address your concerns. It is important to note that once an investigation starts for your return, a predetermined procedure must be followed before we can issue a refund. Our apology for not being able to speed up this process. We would like to assure you that we take these matters seriously and always aim for a fair resolution. The maximum processing time is 10 working days.
Best regards, Alpinetrek.co.uk
5 Nov 2023
Verified review
Item not received
As I needed my new pair of shoes for a special event occuring this week end, I ordered on this website 1 week prior to the event thinking it's a renown entity. After 1 week the parcel did not arrived and the tracking information doesn't show signs of my package being transmitted to postal service.
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Answer by Alpinetrek.co.uk
8 Nov 2023
Hello and thank you for your review!
We're very sorry to hear that you didn't receive your package as wished! According to our information from the shipping company, the parcel has been delivered to you.
Please contact us at Alpinetrek.co.uk/contact/ .
Best regards, Alpinetrek.co.uk
6 Jul 2023
Verified review
Faulty boots
The boots I ordered came with different sized L and R insoles. Also with a manufacturing defect in the R toecap. Obviously, this was the fault of Inov-8, the maker, but I would have thought that any retailer worth its salt would carry out at least a rudimentary quality check before dispatch?
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Answer by Alpinetrek.co.uk
22 Aug 2023
Thank you for your review.
We apologize that your item is not in a good condition. We have now managed to manually scan the details of your return and have submitted a refund. Our colleagues are in touch with the manufacturer.
Best regards, alpinetrek.co.uk
1 Jul 2023
Verified review
They are little bit deceivers, they put one pair first pair in the picture, and the rest 5picture different colour, what do they send you???
First picture that you don't pay attention, you want the next 5 but surprise you will receive the first picture with pink for the boys...
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Answer by Alpinetrek.co.uk
24 Aug 2023
Thank you for the review!
We're sorry that your experiences with our shop didn't meet your expectations. We are pleased at any time to hear about your wishes and suggestions!
Kind regards, Alpinetrek.co.uk
18 Jul 2023
Verified review
Avoid if you need you order quick
First order and no more from this place. Awaiting 10 days for my order. Evri hasnt receive my parcell from alpinetrek yet. Trying contact by email alpinetrek but they have 2-4 days to answer my question. They charge for standard delivery like for 48hrs but you get nothing.
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Answer by Alpinetrek.co.uk
4 Aug 2023
Hello and thank you for your review!
Unfortunately, due to a complete adjustment of our inventory management system, there was a delay of processing in our logistics. This led to a backlog of orders. We apologize for any inconvenience caused. Currently are working at full speed to reduce this backlog.
Your package could not be delivered on time. We are sorry for that!
You can always use your 100-day return policy and simply send the unused items back to us.
We are sorry that the delivery time was unusually high this time. We understand that this is an inconvenience for you! Of course, this is not in accordance to our service philosophy.
We are constantly working to improve our service. We are sure that we will be able to convince you with our fast delivery times and our very good customer service with your next purchase.
Thank you for your constructive criticism and understanding.
Best wishes
Alpinetrek.co.uk
15 Jan 2024
Verified review
Non existent returns
Avoid at all costs
Posted a return waited over 3 weeks nothing provided there postage receipt & royal mail tracking stating delivered
Saying can't issue refund as no receipt for delivery even though tracking states delivered, absolute joke customer services
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Answer by Alpinetrek.co.uk
18 Jan 2024
Hello and thank you for your review!
As we can see you already found an solution with our customer service. We are very happy that everything is taken care of now!
Best regards, Alpinetrek.co.uk
13 Sept 2023
Verified review
Tyre arrived and fitted fine, but when I pumped up the tyre the new inner tube supplied by Alpine burst 💥, I contacted Alpine and reported this issue and they said I would be reimbursed the cost of a new inner tube, I am still waiting for my money?
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Answer by Alpinetrek.co.uk
15 Sept 2023
Thank you for the review.
We fully understand how unsettling this is and this should not be happening. You have already been in contact with our customer service team and we initiated a refund on Monday. Please do contact us at Alpinetrek.co.uk/contact/ if there a any difficulties. We apologise for the inconvenience.
Best regards, Alpinetrek.co.uk
22 Nov 2023
Verified review
Delivery time is slow. I ordered my base layers on 8 November and they still haven't arrieved on 22 Nov. What I did like is that I got a prompt reply from customer service when I got in touch explaining that it was an issue with customs. Thank you
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Answer by Alpinetrek.co.uk
9 Dec 2023
Hello and thank you for your review.
We’re delighted to hear that you’re happy with our customer services and happy to know that your parcel is with you now!
Best regards,
Alpinetrek.co.uk
13 Oct 2023
Verified review
For this specific product - poor sIze and fit.
For this specific product, you should have checked the sizing and fit of the product (shorts) which were stated to be a UK 37in; EU 54: XL but were actually +40in; EU58; 3XL.
They were in fact 3in too big at the waist and 3in too big on the leg,
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Answer by Alpinetrek.co.uk
8 Nov 2023
Thank you for the review.
Our apologies that the item you received does not meet your expectations. Please contact us at Alpinetrek.co.uk/contact/ Bergfreunde.eu/contact/ so we can find a solution for you.
Best regards, Alpinetrek.co.uk
NS
Nigel S.
Cambridge
15 Dec 2023
Verified review
I’ve always been very happy with Alpinetrek but they now use Evri as carrier and they are hopeless. I had to wait 2 weeks for the package, as Evri couldn’t be bothered to bring it round. If you go to a professional carrier, I’ll be back.
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Answer by Alpinetrek.co.uk
16 Dec 2023
Hello and thank you for your feedback!
We are very sorry that we could not convince you of our service! We are always working to improve, but currently we can only offer the service with Evri. We're happy to see that you finally received your parcel. We're sorry for the inconvenience!
Best regards,
Alpinetrek.co.uk
30 May 2023
Verified review
The website states that you normally receive a refund when the returned goods are delivered to the Bury St Edmunds. When I enquired about this, I was told it would take 21 days for the refund after the goods had been returned to Germany.
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12 Dec 2023
Verified review
Return process is a shambles.
Returned an item, fully tracked, yet Alpine trek are denying item received or refund despite tracking showing received. This isn’t the first time.
Reply: I HAVE submitted the tracking and I have submitted a photo of the postal receipt.
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Answer by Alpinetrek.co.uk
8 Feb 2024
Hello and thank you for your feedback!
We're sorry that your experiences with our shop didn't meet your expectations. We're currently looking into the matter as there have been discrepancies with the return shipment.
In this situation we will have to ask for your patience whilst we look into the whereabouts of the order.
Best regards, Alpinetrek.co.uk
MA
Martin A.
Lancaster
23 Dec 2023
Verified review
Delayed
Delivery was delayed and customer service was contacted. More information was provided and the parcel was on its way. Delivered just in time.
It was a different experience than several orders before. It won't stop my using them.again
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Answer by Alpinetrek.co.uk
4 Jan 2024
Thank you for your review!
It's good to hear that we were able to solve your problem and your parcel did arrive just in time.
Best regards, Alpinetrek.co.uk
15 Oct 2023
Verified review
6 weeks later and no refund!
Terrible service! Returned an item through their system. Has been accepted at their depot and still no refund 6 weeks later! Customer service are ignoring me, even though I have a tracking number. DONT ORDER if you are in the UK!
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Answer by Alpinetrek.co.uk
8 Nov 2023
Hello and thank you for your review!
The customs clearance process in Bury St. Edmunds typically takes 2-4 weeks before your return is further transported to our warehouse in Germany. Meanwhile a refund has been issued. Sorry for the inconvenience.
Best regards, Alpinetrek.co.uk
6 Nov 2023
Verified review
Product faulty, appalling service
Product faulty. Customer service appalling. Do not answer questions/emails fully/correctly. Apalling attitude when speak by phone. Processing of returns takes an age, with no communication regarding progress.
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Answer by Alpinetrek.co.uk
8 Nov 2023
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 the processing of returns takes longer than suspected. We are constantly working on the optimization.
Best regards, Alpinetrek.co.uk
9 Sept 2023
Verified review
I ordered a pair of hiking shoes.
I ordered a pair of hiking shoes, but they informed me there was a big delay in delivery. As I was going away on a hiking trek, I decided to cancel.
I'm still waiting for my funds to be credited back to me.
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Answer by Alpinetrek.co.uk
6 Oct 2023
Thank you for the review.
Please accept our apologies that the parcel didn’t arrive in time. As we see we refunded the order already. We are sorry for the inconvenience!
Best regards, Alpinetrek.co.uk
3 Nov 2023
Verified review
Great communication and bargain for item purchased but delivery times not as stated when purchasing-allow an extra two weeks for delivery to arrive. Have to say the customer service is great though.
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Answer by Alpinetrek.co.uk
8 Nov 2023
Hello and thank you for your feedback!
We're very happy to hear that you're satisfied with our costumer service and our products.
Sorry that we could not convince you of our shipping service! We are always working to improve, but currently we can only offer the service with Evri. We're happy to see that you finally received your parcel. We're sorry for the inconvenience! Best regards, Alpinetrek.co.uk
20 Oct 2023
Verified review
Offered a £5 off voucher…Watch out
Offered a £5 off voucher to sign up to newsletter. Went to use it on a £35 order and advised it was not sufficient spend…the offer is a Scam.
Very disappointing that this was not transparent
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Answer by Alpinetrek.co.uk
8 Nov 2023
Hello and thank you for your feedback!
To redeem this voucher a minimum order of £40 is required.
Further information on the newsletter can be found at www.alpinetrek.co.uk/newsletter/
Best regards, Alpinetrek.co.uk