Alpinetrek.co.uk Reviews:
1,763 reviews in the last 12 months50,362 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
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
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
11 Dec 2023
Verified review
Wrong item received
I ordered some blue goggles 27th November which took 13 days to arrive. When I opened the package you had sent the wrong item, you had sent yellow ones. I have tried 6 times to phone but my calls keep getting cut off. I have sent an email but have had no response that makes any sense. It is now too late for you to send me the correct goggles before Christmas as your postage takes too long so I have requested a full refund for the incorrect item you sent out including refund of postage and also asked how I can send the incorrect item back also without having to pay postage as I don’t want to pay postage either way for an item I did not order. Very unhappy and frustrated with lack of customer service.
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Answer by Alpinetrek.co.uk
16 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 they have already found a solution for you as well as refunded you. We appreciate your patience and understanding.
Best regards,
Alpinetrek.co.uk
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
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
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
7 Dec 2023
Verified review
S**tshow
This has been by far and away the worst mail order experience I have ever had. Having ordered some walking shoes a message then appears saying the company is experiencing delays. If this was known in advance I would not have ordered!!
Upon contacting the company five times I have been told that they would look into what is happening and promised they would get back to me but they haven’t. Alpine Trek have however been capable of processing my payment but can’t seem to process an order or refund. Have I been scammed? Please be wary!
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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 they are working on a solution for you. Please understand that it takes a bit longer at the moment due to the delays. We appreciate your patience and understanding.
Best regards,
Alpinetrek.co.uk
18 Dec 2023
Verified review
Absolutely useless. I placed an order on 27 November. 10 days later, I chased the company to ask where it was. It was then posted. 10 days later, I chased again to ask where it was. The company emailed me to say they had cancelled the order and would refund my money; they blamed delivery issues, but then the obvious thing to do would have been to email me and resend the package.
As far as I am concerned, the company has used my money for 20 days as free banking and messed up my Christmas presents.
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Answer by Alpinetrek.co.uk
9 Jan 2024
Unfortunately, a technical mistake occured during the
shipping of your order and your parcel couldn’t be shipped.
We apologize for not being able to deliver your
parcel and fully appreciate how disappointing this is.
Meanwhile a 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/
Bergfreunde.eu/contact/ .
Kind regards, Alpinetrek.co.uk
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
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,
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
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
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
22 Oct 2023
Verified review
Refund received at last - 8 months after return!
Updating this review below - delighted
Just like many other customers (see here and Trustpilot reviews), after returning walking boots worth 204 to Alpine Trek’s UK hub AND receiving proof of delivery from Royal Mail, Alpine Trek refuses to refund me (claiming, after weeks of blaming Brexit paperwork, that despite proof of delivery, they won't refund as I no longer have proof of postage). Avoid
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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
8 Jun 2023
Verified review
Purchased a patagonia top for over £100. Order complete and expected delivery for birthday present. Two days later I received a PayPal refund. No explanation No item. Still no communication from the company whatsoever. Bought sane item from cotswold outdoors delivered next day and cheaper. Don't waste your time and money
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Answer by Alpinetrek.co.uk
9 Jan 2024
Thank you for the review.
We apologize that the item is out of stock.
Unfortunately, there were only a few pieces left which
sold quickly. Your refund will be issued immediately.
If we can offer any further assistance please contact
us at Alpinetrek.co.uk/contact/
Bergfreunde.eu/contact/ . Best regards, Alpinetrek.co.uk
7 Jul 2023
Verified review
Absolutely awful. Never ever again will I place an order with this company. I am still waiting for a refund even though the goods I returned were received by them neatly 2 weeks ago. Excuse after excuse. DO JOT PLACE ANY ORDERS WITH THEM AND IF YOU DO GOOD LUCK WITH GETTING YOUR MONEY BACK IF YOU RETURN ITEMS!!!!!
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Answer by Alpinetrek.co.uk
28 Aug 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 from our latest information your money has been refunded. Please do contact us at Alpinetrek.co.uk/contact/ Bergfreunde.eu/contact/ if there are any difficulties left. We apologise for the inconvenience!
Best regards,
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
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
30 Nov 2023
Verified review
Delivery delays after placing order 😡
Selected, delivery time stated 6-9 working days, placed the order, then gets a message saying there are delays on shipping with no new delivery date. Feeling conned at the minute, hopefully I’ll get some feedback soon!!!
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Answer by Alpinetrek.co.uk
9 Dec 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 within Europe and accordingly a high volume for us. We're happy to see that you finally received your parcel. Sorry for the inconvenience!
Best regards,
Alpinetrek.co.uk