Alpinetrek.co.uk Reviews:
1,751 reviews in the last 12 months50,262 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
17 Sept 2023
Verified review
Appalling service
Absolutely dreadful service on this first purchase. Ordered 'x' as described on the website and got 'y' (an inferior and unsafe product). This was despite the product page clearly stating this is NOT 'y'. Nearly 10days on the support staff haven't even acknowledged their error, when they should have sent out the correct item within 48hrs. I had read many poor reviews of the company before purchase, but compassionately put them aside. I wish I had heeded that warning after all.
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Answer by Alpinetrek.co.uk
6 Oct 2023
Thank you for your review.
We apologize for this inconvenience! We're very sorry that you did not receive the ordered item. This shouldn’t be happening. If you are still interested in the item or need help returning the item you received, please contact us at Alpinetrek.co.uk/contact/
Best regards,
17 Sept 2023
Verified review
Unable to deliver
System accepted my order but tracking never got beyond the processing stage. On querying this I was informed that I had been sent an email (which I never received) advising that they couldn’t deliver to my address. This is apparently due to some Brexit/EU ruling which is somewhat confusing as the Isle of Man has never been in the EU and other companies do not seem to have problems in delivering goods to the island
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Answer by Alpinetrek.co.uk
6 Oct 2023
Thank you for your review!
We're very sorry that your order was cancelled. Due to Brexit-related developments we are currently unable to deliver to Northern Ireland, Isle of Man, the Channel Islands and islands. We are working on a solution and we hope that we can provide you with our usual service again as soon as possible.
Best regards, Alpinetrek.co.uk
23 Nov 2023
Verified review
Terrible customer service.
13 day wait for a pair of boots that in the end never came, lied to by telephone customer service rep being told I was issued a refund when I wasn't. Hung up on when calling back to ask about the imaginary refund (same employee). Emails directly to customer service also completely ignored.
Awful, attitude and non existent support. Stark difference to all my experiences elsewhere.
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Answer by Alpinetrek.co.uk
5 Dec 2023
Thank you for the review.
We understand how unsettling this is and this should not be happening. You have already been in contact with our customer service team and they are working on a solution for you. We appreciate your patience and understanding.
Best regards,
Alpinetrek.co.uk
16 Nov 2023
Verified review
Poor delivery service
The item took a long time to be dispatched and then was not delivered. I got an email saying it was being returned to the sender. I was not offered the option to arrange a redelivery. I didn't even get a note from the courier saying they failed to deliver. All very frustrating as it all took about 3 weeks only to be told I was being refunded. I now have to start again to find the product as it's now out of stock.
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Answer by Alpinetrek.co.uk
5 Dec 2023
Hello and thank you for your review!
We're very sorry that your order was cancelled. We are working on a solution and we hope that we can provide you with our usual service again as soon as possible. We're happy to report that your refund has been issued. If you require any further information or assistance, do not hesitate to contact our customer service at Alpinetrek.co.uk/contact.
Best regards,
Alpinetrek.co.uk
11 May 2023
Verified review
Terrible company and customer service
I placed an order on the website. 6 days later the order still said it was being processed on my account so I called up. The advisor on the phone told me they had stock issues and my order had been cancelled. No one had sent me an email or contacted me about it and they hadn’t refunded my money. Terrible company and customer service
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Answer by Alpinetrek.co.uk
8 Nov 2023
Thank you for the review. We understand how unsettling this is and this should not be happening.
You have already been in contact with our customer service team. We appreciate your patience and understanding.
Please do contact us at Alpinetrek.co.uk/contact/ if you have further questions.
Best regards, Alpinetrek.co.uk
1 Aug 2023
Verified review
I ordered my items on 16th July, still not arrived. When i email, i get a standard response which is no help what so ever. I try calling and the phone line cuts off after the recorded message. It is so fustrating not being able to speak to anyone. I want a refund but when i put that in a message no one replies. Terrible experience.
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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
8 Jun 2023
Verified review
Purchased a patagonia top for over £100. Order complete and expected delivery for birthday present. Two days later I received a PayPal refund. No explanation No item. Still no communication from the company whatsoever. Bought sane item from cotswold outdoors delivered next day and cheaper. Don't waste your time and money
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Answer by Alpinetrek.co.uk
9 Jan 2024
Thank you for the review.
We apologize that the item is out of stock.
Unfortunately, there were only a few pieces left which
sold quickly. Your refund will be issued immediately.
If we can offer any further assistance please contact
us at Alpinetrek.co.uk/contact/
Bergfreunde.eu/contact/ . Best regards, Alpinetrek.co.uk
7 Jul 2023
Verified review
Absolutely awful. Never ever again will I place an order with this company. I am still waiting for a refund even though the goods I returned were received by them neatly 2 weeks ago. Excuse after excuse. DO JOT PLACE ANY ORDERS WITH THEM AND IF YOU DO GOOD LUCK WITH GETTING YOUR MONEY BACK IF YOU RETURN ITEMS!!!!!
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Answer by Alpinetrek.co.uk
28 Aug 2023
Thank you for the review.
We understand how unsettling this is and this should not be happening. You have already been in contact with our customer service team and from our latest information your money has been refunded. Please do contact us at Alpinetrek.co.uk/contact/ Bergfreunde.eu/contact/ if there are any difficulties left. We apologise for the inconvenience!
Best regards,
GV
Georgi V.
Uttoxeter
30 Jul 2023
Verified review
I am utterly devastated of your sales representative and arrogant careless attitudes towards me
There is no sensible explanation for that considering the fact I’ve spent thousands of pounds on your website and been loyal customer for years
Shame!!!!
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Answer by Alpinetrek.co.uk
18 Aug 2023
Thank you for your review.
We apologise for your experience with our service as we understand that this should not be happening and is not the standard you as the customer expect from us. We work continuously to improve our customer service and hope to welcome you back as a customer to provide you with a better experience.
Best regards, aplinetrek.co.uk
1 Nov 2023
Verified review
Nothing delivered
I had no idea this was coming from Europe and I still have not received any items. They keep telling me that they are stuck in customs. They are also using Evri to deliver and we all know their reputation for loosing packages.
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Answer by Alpinetrek.co.uk
8 Nov 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. If you require any
further information or assistance, do not hesitate to contact our customer service at Alpinetrek.co.uk/contact/
Bergfreunde.eu/contact/ .
We're sorry for the inconvenience! Best regards, Alpinetrek.co.uk
30 Nov 2023
Verified review
Delivery delays after placing order 😡
Selected, delivery time stated 6-9 working days, placed the order, then gets a message saying there are delays on shipping with no new delivery date. Feeling conned at the minute, hopefully I’ll get some feedback soon!!!
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Answer by Alpinetrek.co.uk
9 Dec 2023
Hello and thank you for your feedback!
We are very sorry that we could not convince you of our service!
Unfortunately, there were massive delays in shipping within Europe and accordingly a high volume for us. We're happy to see that you finally received your parcel. Sorry for the inconvenience!
Best regards,
Alpinetrek.co.uk
21 Sept 2023
Verified review
It’s been over 2 weeks waiting for my trainers and now they say my parcel has been lost and I’ve got to wait another 10 days before I get a refund disgusting the way I’ve been treated.
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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! Unfortunately, we have no insight into how the local shipping company handles the parcels. Sorry for the inconvenience!
Best regards, Bergfreunde.eu
4 Aug 2023
Verified review
Still hasn't arrived. When asked, it was like receiving a shrug. It means the stuff we bought for an upcoming trip won't be available to us. Disappointing.
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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
29 Sept 2023
Verified review
No delivery 12 days since order, only ‘we are expecting it’ on tracking and no response to my query as to where my order is. Disappointing
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Answer by Alpinetrek.co.uk
8 Nov 2023
Thank you for the review!
We apologize that your parcel could not be delivered. We issue a missing parcel claim with our courier and refund your money back. Feel free to contact us if you need any further assistance.
Kind regards, Alpinetrek.co.uk
19 Dec 2023
Verified review
Fail to send voucher
Send the discount vouchers that you blatantly advertise, on your website for signing up to your newsletter. Won't use again...
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Answer by Alpinetrek.co.uk
19 Jan 2024
Thank you for the review. We understand how unsettling this is and this should not be happening. You have already been in contact with our customer service team and they have offered a solution for you. We appreciate your patience and understanding. Please do contact us at Alpinetrek.co.uk/contact/ if you have further questions. Best regards,
Alpinetrek.co.uk
12 Dec 2023
Verified review
Unable to cancel my order even though after 2 working days it hasn’t even been processed or shipped.
I understand it’s a busy time of year, but to have nothing but lies and excuses then to have two employees hang up is a disgrace.
Will never be ordering from Alpine Trek and would recommend that no one else attempts to order.
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Answer by Alpinetrek.co.uk
16 Dec 2023
Thank you for the review.
We understand how unsettling this is and this should not be happening. You have already been in contact with our customer service team and they are working on a solution for you. We appreciate your patience and understanding.
Best regards,
Alpinetrek.co.uk
5 Dec 2023
Verified review
Did not refund my money!
I usually wear Size 6 trainers but these trainers were too tight and not comfortable for me, so I returned them after 2 days of my delivery, It’s been 15 days of returning my trainers but they said that they did not receive my return and did not refund my money. I am not happy with the service very poor customer service. Avoid.
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Answer by Alpinetrek.co.uk
16 Dec 2023
Hello and thank you for your review.
We understand how unsettling this is and this should not be happening. You have already been in contact with our customer service team and have been refunded. We appreciate your patience and understanding!
Best regards,
Alpinetrek.co.uk
IF
Ian F.
St Albans
8 Jul 2023
Verified review
My Fjallraven cargo pants STILL have not been delivered by Evri. My order is now two weeks late. Also, you have not replied to my enquiries about why my order is so late. To improve and receive a better rating from me please contact Evri and ask them to complete the last stage in the delivery process.
Thank you - Ian Finlayson
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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
21 Dec 2023
Verified review
Nothing recieved, not contactable.
Made an order for 1 pair of boots and 1 pair of socks 12 days ago, the courier hasnt received the parcel, I have had no response from their email contact, their phone contact hangs up on each try. I'm not able to cancel the order. Therefore I am down nearly £200 with nothing to show for it. Not great business in my opinion.
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Answer by Alpinetrek.co.uk
9 Jan 2024
Hello an thank you for your feedback!
As we can see our customer service did answer your email. Nevertheless we want to apologize for the inconvenience. Please contact us again if you need any more help.
Best regards, Alpinetrek.co.uk
5 Oct 2023
Verified review
no one available no tracking there phone system doesnt work to contact them , regardless of using the Uk number or berg freude number ti just cutts out upon selecting a choice.
three days after order and still no tracking number ? complained day one but no answer by email or there internal query portal
either 3 days later
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Answer by Alpinetrek.co.uk
8 Nov 2023
Thank you for your review.
We apologize that your experience did not meet your expectations! We're very sorry for the delay of your shipment.
If we can offer any further assistance please contact us at Alpinetrek.co.uk/contact/ .
Best regards, Alpinetrek.co.uk