Alpinetrek.co.uk Reviews:
1,746 reviews in the last 12 months50,270 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
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
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
27 Apr 2023
Verified review
I can't comment on their goods or speed of supply as my order was cancelled without explanation and my email queuing this was unanswered. They get one star for the refund which was how I found out that the order was cancelled. I will not be using them again
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Answer by Alpinetrek.co.uk
28 Apr 2023
Hello and thank you for your review. We apologize that your desired item is out of stock.
Due to a technical issue in our shop the item was shown as available when this was not the case. Your refund was issued automatically. If we can offer any further assistance please contact us at Alpinetrek.co.uk/contact/. We're sorry about the inconvenience! Kind 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
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
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
27 Mar 2024
Verified review
Delivery to Northern Ireland is unavailable even though you can deliver to UK and Ireland. I would like to place an order but delivery has been refused. This is to do with administration rather than the products on sale.
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Answer by Alpinetrek.co.uk
5 days ago
"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"
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
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
19 Oct 2023
Verified review
I am still waiting for my order 6 days after I was told it was being despatched.
Delivery company Evri still not received the order after they sent me an email on the 13th of this month.
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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.
We are always working to improve, but currently we can only offer the service with Evri.
Best regards, Alpinetrek.co.uk
12 Jun 2023
Verified review
Terrible logistics - DO NOT SHOP HERE
8 days after the order and the products are still showing as 'being processed'... Absolutely no update from the company... Very disappointed. I think you need to question your logistics.
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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
11 May 2023
Verified review
Very slow at refunds
Tried to cancel order on day of order, advised not an option. Refused delivery as instructed but still waiting for refund since 20th April , lot of money to be outstanding
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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 are constantly working on the optimization. Please do contact us at Alpinetrek.co.uk/contact/ Bergfreunde.eu/contact/ if you have further questions.
Best regards, Alpinetrek.co.uk
6 Oct 2023
Verified review
No update on my order.
I submitted my order a week ago, and I have yet to receive any information regarding its status. Additionally, the phone number listed on the website is not responsive.
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Answer by Alpinetrek.co.uk
8 Nov 2023
Hello and thank you for your feedback!
We're sorry to hear that you had difficulties with the delivery of your order. We're happy to see that you have finally received your order. 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
18 Nov 2023
Verified review
Scam - did not get £5 off first order
When ordering on their website, a pop up offered £5 off my first order if I signed up for the newsletter. I signed up, but did NOT get the £5 reduction.
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Answer by Alpinetrek.co.uk
5 Dec 2023
Hello and thanks for your feedback!
We understand how unsettling this is and this should not be happening. We see that you are subscribed to the newsletter and the code should have worked. Please do contact our customer service team us at Alpinetrek.co.uk/contact/ to resolve this issue.
Best regards,
Alpinetrek.co.uk
3 Oct 2023
Verified review
bad delivery service and even worse customer service
My package was delivered to the wrong flat block, and it was left in a landing. It was supposed to be signed for but it's obvious this didn't happen.
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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. We're sorry for the inconvenience! Best regards, Alpinetrek.co.uk
19 Nov 2023
Verified review
Still haven't received my order with no e-mail to let me know why. I feel like I've been forgotten about and am very disappointed with the service.
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Answer by Alpinetrek.co.uk
9 Dec 2023
Hello and thank you for the review.
Please trust us that you haven't been forgotten! We apologize that your desired item was out of stock. Due to a technical issue in our online shop the item was shown as available when this was not the case. We have immediately refunded the purchase amount already paid.
If we can offer any further assistance, please contact us at Alpinetrek.co.uk/contact/
Best regards,
Alpinetrek.co.uk
13 Jul 2023
Verified review
I received the discount code for £5 off my order but it wouldn’t work. I have now ordered what I wanted without using it.
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Answer by Alpinetrek.co.uk
23 Aug 2023
Thank you for the review.
Our apologies that your voucher wouldn't work. Please contact us at Alpinetrek.co.uk/contact/ so we can help you redeem your voucher for your purchase.
Best regards, Alpinetrek.co.uk
SD
Sebastien D.
London
3 Dec 2023
Verified review
Poor customer service, long delivery
Poor customer service. They replied to my query, after 8 days and with an answer that had nothing to do with my issue.
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Answer by Alpinetrek.co.uk
5 Dec 2023
Hello and thank you for your review!
We're sorry that your experiences with our shop didn't meet your expectations. According to our records, we replied to your question about the shipment status after three days. Feel free to contact us if you need any further assistance.
Kind regards,
Alpinetrek