Alpinetrek.co.uk Reviews:
1,759 reviews in the last 12 months50,376 total reviews
Excellent
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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
16 Nov 2023
Verified review
Ordered 36-38 clearly and got 42-44...pathetic
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Answer by Alpinetrek.co.uk
5 Dec 2023
Hello and thank you for your feedback!
Our apologies that the item you received has the wrong size. We can understand that it bothers you! Please contact us at Alpinetrek.co.uk/contact/ so we can find a solution for you.
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
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
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
1 Nov 2023
Verified review
Worst delivery service
Placed an order 17 days ago. After more than 2 weeks waiting, the parcel still didn't clear the customs. I asked for a cancellation and a refund, and I am now told I need to wait for the parcel to arrive (Hell knows when that will happen!) and only then to refuse the delivery or accept it, and resend it back for refund. Beyond the expecting time, in both cases, I would have to wait up to 21 extra days for the parcel to get back to them, and on top of that, to be charged extra fee for processing the returning. This is probably the worst delivery service and customer support I've ever come across! Just don't bother ordering from the UK website
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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! Unfortunately, there were massive delays in shipping and a high volume for our carrier. 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
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
25 Oct 2023
Verified review
Not a happy customer
Item ordered was poorly packaged (item arrived loose rattling around inside a box with no protection), which resulted in the item being damaged in transit. Both hinges on the carry case for the gas cooker were broken off. This meant the storage case was useless.
I reported this immediately and they were slow to respond.
They did not offer to exchange the item, only for me to keep the item for a discount of a measly 10%! Or to return the item for a refund.
I obviously will now have to return the item, so now will be left with no item after a load of problems!!!! Not happy.
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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 the items have arrived damaged. You have already been in contact with our customer service team. We are constantly working on the optimization.
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
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
10 Oct 2023
Verified review
not delyvery
not delivery
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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 refundyour money back. Feel free to contact us if you need any further assistance.
Kind regards, Alpinetrek.co.uk
10 Oct 2023
Verified review
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Answer by Alpinetrek.co.uk
17 Oct 2023
Hello and thank you for the rating!
Unfortunately, there is no information or reason listed together with your rating. We are pleased at any time to hear about your wishes and suggestions!
Kind regards, Alpinetrek.co.uk
8 Oct 2023
Verified review
Include a Returns form with orders. Respond to emails. Refund my money.
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Answer by Alpinetrek.co.uk
8 Nov 2023
Hello and thank you for your review!
We apologize for the inconvenience you experienced with your return. We are glad to see that your concern has been resolved by our customer service. Meanwhile your return has arrived here and a refund has been issued. Sorry again for the inconvenience. Best regards, 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
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
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
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
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
26 Sept 2023
Verified review
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Answer by Alpinetrek.co.uk
5 Oct 2023
Hello and thank you for the rating!
Unfortunately, there is no information or reason listed together with your rating. We are pleased at any time to hear about your wishes and suggestions!
Kind regards, Alpinetrek.co.uk
RC
Rob C.
Scarborough
25 Sept 2023
Verified review
Every time I go to check out my order disappears.
Highly annoying
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Answer by Alpinetrek.co.uk
8 Nov 2023
Hello and thank you for the rating!
Unfortunately, we cannot see what the particular problem has been. Please contact us as soon as possible so we can clarify the matter.
Kind regards, Alpinetrek.co.uk