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
24 Sept 2023
Verified review
I have not received my order, placed on 11th September!!
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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
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
19 Sept 2023
Verified review
Probably one of the most useless companies I have dealt with
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Answer by Alpinetrek.co.uk
6 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
18 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
18 Sept 2023
Verified review
Beware - they send used and returned items and call it NEW
I ordered an elbow support sleeve for my tennis elbow from them - it was advertised as NEW - after almost a week it was delivered - upon opening the package the item was in an unsealed torn box and with the elbow sleeve in a used form like a sock turned inside out
When I raised it with AlpineTrek email support they openly accepted that they have sent customer returned items to me - and asked me to pay for returning the item!!
Surprised with this interaction when I called the support number - the same lady just said this is not unusual and I should just return the item. She kept arguing that it was not used even though I got it in an broken box and with the item turned in like a sock
I will not be ordering from them again
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Answer by Alpinetrek.co.uk
6 Oct 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 item is not as described. We refunded you the return fee and the item. Sorry for the inconvenience!
We are constantly working on the optimization.
Best regards, Alpinetrek.co.uk
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
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,
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
8 Sept 2023
Verified review
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Answer by Alpinetrek.co.uk
12 Sept 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 Sept 2023
Verified review
2 weeks to deliver
Waited over 2 weeks for delivery
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Answer by Alpinetrek.co.uk
6 Oct 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're happy to see that you finally received your parcel. We're sorry for the inconvenience!
Best regards, Alpinetrek.co.uk
1 Sept 2023
Verified review
My returned item has been lost and no refund
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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29 Aug 2023
Verified review
Please don't use in the Uk.
Ordered a pair of boots on the 18th August. Dispatched the following Monday. We are now ten days later. The problem, as other review suggest, is the use of Everi, the disaster and black hole formally know as Hermes. They are beyond dreadful and incompetent. My package had delivery attempted to the wrong location once (a blank photo taken) and then a non delivery two days later. Redirected the package to a local shop where it claimed to be both arrived and in transit, Tracking number now brings up nothing. Almost certainly a three figure sum lost in a dispute between a German company and an incompetant delivery firm. Obviously works for some but too risky and too long lead times in the real world.
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Answer by Alpinetrek.co.uk
30 Aug 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 apologise for the inconvenience!
Best regards, Alpinetrek.co.uk
9 Aug 2023
Verified review
Avoid at all costs
An absolute sham of a company I've been waiting for a delivery for over two weeks. I need my boots for a hiking trip on the 12th of August. The customer service is disgusting. Ive phoned them 3 times the man is unhelpful and very rude. Do not order anything from this company. Before I made the order it says nothing about delayed delivery times. It only tells you this till after the confirmation email. It's an absolute joke. And now I'm £206 out of pocket. And now I've got buy different boots for my trip
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Answer by Alpinetrek.co.uk
8 Sept 2023
Thank you for the review.
We understand that it is frustrating that your parcel didn't arrive. We apologise that our customer service did not meet your expectations. Your refund has been transferred to your account. We apologise again for the inconveniences.
Best regards, Alpinetrek.co.uk
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
2 Aug 2023
Verified review
Don't use Evri as courier. I have still not received my item.
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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
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
1 Aug 2023
Verified review
It took 13 day's before item was dispatched.
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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
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
TD
Thomas D.
Manchester
26 Jul 2023
Verified review
Not Recommended
I would not recommend them unless you really need save pennies and have a lot of patience.
- Extremely long delivery time, I've waited 3 weeks and the product still has not been dispatched. It may arrive next week, still no fixed date given for delivery, so I'm just praying it arrives soon.
- Poor communication, I had to contact customer service to get an update and to find out what the delay was.
- Insincere, no apology, customer care could've been better.
- Okay value, it's just cost me time
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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
20 Jul 2023
Verified review
Telephone query was handled very badly
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Answer by Alpinetrek.co.uk
23 Aug 2023
Hello and thank you for your feedback!
We apologise that your experience with our customer service didn't meet your expectations. We are constantly working to optimise the experience for our customers and to improve the telephone service.
Best regards, Alpinetrek.co.uk