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Alpinetrek.co.uk
Reviews:

1,763 reviews in the last 12 months50,368 total reviews  

4.57
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

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25 Nov 2023
 Verified review

Consistent Poor delivery

While Alpine Trek as a company seems fine, the use of Evri as a delivery agent will make me think twice before ordering from Alpine Trek again. My last 2 orders have both been delivered to a nearby hotel even although we were in at the time. The local hotel is on winter hours and so it was difficult to get the parcel from them. Evri are the only delivery company that seems incapable of delivering to my house so while they're the delivery agent I won't be ordering from Alpine Trek again.
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Answer by Alpinetrek.co.uk
5 Dec 2023
Thank you for your review! We're very sorry about the issues in deliveries. Due to Brexit-related developments, we currently can only offer the service with Evri. 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
24 Nov 2023
 Verified review
Haven’t received my item and haven’t had a reply to my email
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Answer by Alpinetrek.co.uk
5 Dec 2023
Hello and thanks for your review! We can see you have already contacted our colleagues in customer service and they are now working on a solution. We appreciate your patience and understanding. Best regards, Alpinetrek.co.uk
23 Nov 2023
 Verified review

5 day delivery became 10 days however I was kept updated

5 day delivery became 10 days
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Answer by Alpinetrek.co.uk
5 Dec 2023
Hello and thank you for your review. 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
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
22 Nov 2023
 Verified review

Chitty service

Made an order for 2 Ortovox brand shirts for my wife…. 5 minutes after ordering- I sent a email requesting to change short sleeve to long sleeve…. Same size, same colors, or simply cancel my order and I would create a new order with the correct long sleeve shirts for my wife)!! I recieved a silly responce saying: Sorry but incredibly the department taking the order generated it extremely quick… and responded to me , No sorry, you may not ask for a long sleeve. So….. I’m glad this trusted shops had my back because I then ordered 2 long sleeve shirts and recieved them yesterday- today , I am still waiting for the original package- which I have not yet received or any communication from Alpinist UK store… then just yesterday , I recieved a message from Trusted Shops that finally- a promised FULL REFUND is on the way!!! So NO- I DO NOT RECOMMEND Alpinist uk
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Answer by Alpinetrek.co.uk
9 Dec 2023
Hello and thank you for your review. An error must have occurred here, we understand how annoying this situation is and we apologize for that. We can see you have already contacted our colleagues in customer service and you were already issued a refund. We appreciate your patience and understanding. Best regards, Aplinetrek.co.uk
22 Nov 2023
 Verified review
Delivery time is slow. I ordered my base layers on 8 November and they still haven't arrieved on 22 Nov. What I did like is that I got a prompt reply from customer service when I got in touch explaining that it was an issue with customs. Thank you
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Answer by Alpinetrek.co.uk
9 Dec 2023
Hello and thank you for your review. We’re delighted to hear that you’re happy with our customer services and happy to know that your parcel is with you now! Best regards, Alpinetrek.co.uk
21 Nov 2023
 Verified review
If you are offering. Sign up discount then include a field to actually enter it
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Answer by Alpinetrek.co.uk
9 Dec 2023
Hello and thank you for your review. An error must have occurred here as there is a field at checkout where discounts can be added. We understand how annoying this situation is and we apologize for that. Please contact us at at Alpinetrek.co.uk/contact/ so we can find a solution for you. We appreciate your patience and understanding. Best regards, Alpinetrek.co.uk
19 Nov 2023
 Verified review
3 days to reply and when you did it was for rating , which is painfully slow ,no updates , I sent item back 7 days ago
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Answer by Alpinetrek.co.uk
9 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 we are happy to tell you that your refund has been issued. We appreciate your patience and understanding. 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
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
17 Nov 2023
 Verified review

Delivery time of 5-7 WORKING days a bit long

Delivery time of 5-7 WORKING days is rather long. Goods actually arrived 13 days after the order.
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Answer by Alpinetrek.co.uk
5 Dec 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 delivery takes longer than suspected. We are constantly working on the optimization. Best regards, 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
7 Nov 2023
 Verified review
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Answer by Alpinetrek.co.uk
8 Nov 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
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
3 Nov 2023
 Verified review
Great communication and bargain for item purchased but delivery times not as stated when purchasing-allow an extra two weeks for delivery to arrive. Have to say the customer service is great though.
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Answer by Alpinetrek.co.uk
8 Nov 2023
Hello and thank you for your feedback! We're very happy to hear that you're satisfied with our costumer service and our products. Sorry that we could not convince you of our shipping 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
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
26 Oct 2023
 Verified review
Really good quality and great prices
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Answer by Alpinetrek.co.uk
8 Nov 2023
Thank you for your review. We’re delighted to hear that you’re happy with our services. Best regards, Alpinetrek.co.uk