Alpinetrek.co.uk Reviews:
1,758 reviews in the last 12 months50,373 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
29 Feb 2024
Verified review
An absolute nightmare returning anything. Used to purchase regularly from Alpine Trek and had thought they were a UK company but recently bought some over trousers for my partner for her Christmas. They were a little small so returned them and ordered two other pairs to try. I then had to chase the refund for the first pair I’d returned and customer service replies weren’t exactly helpful, I was then concerned about returning the second pair as I was struggling to get a refund for the first return. Everything was having to go through customs before refunds were issued. Has put me off purchasing again, which is a pitty.
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26 Feb 2024
Verified review
Said parcel dispatched. / weeks later their carrier service had failed to deliver and allegedly returned to sender. On contacting Alpinetrek they gave no explanation at all for this. Seemed really disinterested in tesolving
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7 Mar 2024
Verified review
I never received my gloves- over 2 weeks since complaining I still have not had my money returned- this is appalling service
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30 Jan 2024
Verified review
I ordered a pair of trousers. Evri were the courier. They were initially 'out for delivery' then they were held up because they were 'too big to deliver'. I contacted Support and they requested Evri to return the goods to them stating that they would make the refund when they arrived back. After 17 days of waiting (more than a month since placing my order) I have not received by refund. Why must I wait for you to receive the goods back?! process the refund.
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2 Feb 2024
Verified review
Difficult returns process
Even though the return carrier's tracing confirmed that the return had been received by Alpinetrek's UK distributor, they continued to resist processing the repayment for several days insisting that I provide a non-existed email from the carrier. A week after they received the return a different member of staff acknowledged receipt and processed the repayment. This wasted a lot of my time arguing with the first member of staff.
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24 Jan 2024
Verified review
Slow delivery,lack of communication, poor delivery company
I purchased some boots from a co.uk website thinking it was shipped uk, it was not. Then o the site it said I think 4-6 days delivery. It was dispatched after 2 days then was told 4-6 days, the response time is slow ie. 4 days. The order was placed on the 10th of Jan....it is now the 24th and still not had them....have been contacting the delivery company due lack of communication from alpine and
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13 Feb 2024
Verified review
Item didn’t arrive.
Comunication suggested arriving next day.
Telephone conversation with ‘customer support’ very unhelpful, bordering on rude.
A long wait for nothing.
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19 Jan 2024
Verified review
Can't enter discount code
A 10% discount code is available on the website, WINTER24 and the advice is that you are prompted to enter the code upon payment, there was nowhere to enter the code
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Answer by Alpinetrek.co.uk
30 Jan 2024
Hello and thank you for your feedback!
We're sorry that your experience with the ordering process in our shop did't meet your expectations. We can understand the difficulties with the discount code. If you are still interested or need help, please contact us at Alpinetrek.co.uk/contact/.
Best regards, Alpinetrek.co.uk
18 Jan 2024
Verified review
We haven’t received our items….i had a…
We haven’t received our items….i had a bad feeling about this company …i am handing over to my credit card dispute team.
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Answer by Alpinetrek.co.uk
19 Jan 2024
Hello and thank you for your review!
We are very sorry that your parcel went missing!
As i can see, our customer service is already working on a soulution for your problem.
Best regards, Alpinetrek.co.uk
28 Jan 2024
Verified review
Poor communication poor dispatch and and delivery time. Parcl left out in the rain.
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30 Jan 2024
Verified review
Displaying items they don't have in stock then having to get a refund
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16 Feb 2024
Verified review
Not received
Should have arrived last week stil not delivered
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25 Jan 2024
Verified review
Still awaiting refund.
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4 Feb 2024
Verified review
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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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11 Dec 2023
Verified review
Not a happy customer!!
I ordered this sleeping bag which was advertised at £231 at the time of ordering it. It said delivery would be 8 to 10 days. 10 days past and no sleeping bag. I contacted alpinetrek to be told due to low stock my order was cancelled and i would be refunded. I went straight back on the website the same day and it was still in stock..but now for an increased price! This is one customer who feels completely let down !!! Extremely poor service!!!
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Answer by Alpinetrek.co.uk
16 Dec 2023
Hello and 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
9 Jun 2023
Verified review
Dispatch was slow and item wasn't delivered as they use Evri
Item wasn't delivered as they use Evri, who said I wasn't in 3 days in a row when they never even attempted delivery. I waited inside every day for this parcel and took time off. AlpineTrek wouldn't resend the item or use another courier. The person I spoke to on the phone was rude and hung up on me saying "I was not asking him questions, only making statements and he didn't need to respond to statements." Only offering delivery by Evri (and not even stating that is the courier company) is just poor service. Obviously, this is mostly Evri's fault, AlpineTrek did send the item after all (well eventually, it took 5 days to dispatch), but they chose to use a cheap and unreliable courier and the customer service was poor. Prices are good, but I guess you get what you pay for (or don't, in my case)
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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 appreciate your patience. Please do contact us at Alpinetrek.co.uk/contact if you have further questions.
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
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
29 May 2023
Verified review
Shipping took ages and very poor customer support
Took ages to leave their facility and then was never received. Shipping times have been getting slower and slower and now apparently it just never arrives. Customer service was also very sub-par. They have finally opened an investigation into the missing parcel but everyone I spoke with (via email and phone) seemed complaicent and annoyed. I will never use Alpinetrek again. Really disappointing how far they've fallen.
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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