Alpinetrek.co.uk Reviews:
1,740 reviews in the last 12 months50,233 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
12 days ago
Verified review
I'm happy with my order however it took ages to arrive. Hence my low rating.
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Answer by Alpinetrek.co.uk
2 days ago
Hello and thank you for your review!
Please excuse the delivery delay
delayed a bit. The reason for this was a
high volume of our shipping service provider.
Best regards, Bergfreunde.de
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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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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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
28 Jan 2024
Verified review
Poor communication poor dispatch and and delivery time. Parcl left out in the rain.
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28 Dec 2023
Verified review
Had the website indicated the goods would be coming from Germay I wouldn't have ordered so close to Christmas. It also didn't help that I was given misleading updates about delivery the last of which from "Thomas" on the 21st December said the goods would arrive next day yet I've just received the package a week later on the 28th - too late for my daughter in law's Christmas present.
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Answer by Alpinetrek.co.uk
9 Jan 2024
Hello and thank you for your rating! We are very
sorry that we could not convince you of our service!
Unfortunately, there were massive delays in
shipping within the EU and accordingly a high
volume for us. Sorry that you had to wait longer
for an email reply. Best regards, Alpinetrek.co.uk
7 Jan 2024
Verified review
2 attempts to get an order, both messed up by Alpine trek, then the items went out of stock and I missed the savings opportunity.
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Answer by Alpinetrek.co.uk
9 Jan 2024
Hello and thank you fpr your review!
We are very sorry for all the inconvenience!
But as I can see, you already solved this problem with our customer service.
Best regards, Alpinetrek.co.uk
28 Dec 2023
Verified review
It said free shipping but charged me!
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Answer by Alpinetrek.co.uk
19 Jan 2024
Hello and thank you for your rewiev! We regret any confusion regarding the shipping costs. We would like to direct you to www.alpinetrek.co.uk/delivery-and-payment/ Here you will find all relevant information about shipping. The conditions for free shipping apply on orders with a total value over GBP 75.
We appreciate your 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
BS
Brian S.
Huddersfield
6 Sept 2023
Verified review
Failure to communicate.
I ordered a helmet to the Uk around the 20th of August, roughly three days later I recieved a notification informing me my item would be delivered in 1 to 2 days. Three or four days later my item hadn't arrived so I checked the tracking info. Evri said the item was bigger than they were expecting and would be delivered soon. I checked periodically over the next week or so on evri's site and there were no updates, so I requested a call back through the help section. They never did contact me. Around the 2nd of September I contacted alpinetrek.co.uk for an update on my order. A few days later on the 5th I recieved a reply stating there was an issue with the delivery (that was in no part my fault) and the item had been returned I was due a refund and I had to purchase the item again. No effort was made to communicate what was happening at any point in this farcical process.
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Answer by Alpinetrek.co.uk
9 Dec 2023
Hello and thank you for the review.
Our apologies for the error in shipping, this shouldn't have happened. We see you have contacted our customer service and are happy that the issue has been resolved!
Best regards,
Alpinetrek.co.uk
3 Oct 2023
Verified review
You're way too slow to get orders out and whatever shipping you use is not quick enough I'm afraid. When people pay money online for an item in 2023, they expect their stuff quickly. I ordered an item (the same day as my order with you) from a TikTok shop in China and they were here last week. Basically I don't believe you dispatched my item when you said you did. Because it makes no sense how Evri is STILL just expecting the item. They haven't even got it yet? You're only in Germany, that's not Mars. Then emailing you to query this and not receiving a reply. How busy can your company be?! Amazon has better customer service for crying out loud. I am leaving the county at the end of this week and I will not be returning to this address ever again. I specifically bought the sandals for my trip so I will be extremely annoyed if the item does not arrive before I leave.
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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 our shipment.
If we can offer any further assistance please contact us at Alpinetrek.co.uk/contact/ .
Best regards, Alpinetrek.co.uk
7 Dec 2023
Verified review
Would not use again due to refund timescales, shame really
Good products good prices, HOWEVER
Couple of days to get to me massive delays in getting refunds the two times should be the same. If you can sell it quickly you should refund it quickly.
'Thank you for your email!
I am sorry your return hasn’t been processed yet.
Due to post-Brexit customs clearance in Bury St Edmunds, it will take 5-21 days to process your return.
You can check whether your parcel has arrived successfully at our customs export centre in Bury St Edmunds by using the tracking number on your postal receipt.'
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Answer by Alpinetrek.co.uk
9 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 refund process takes longer due to customs. We are constantly working on the optimization.
Best regards,
Alpinetrek.co.uk
30 May 2023
Verified review
Poor delivery options, i.e....none! I wanted to choose an express delivery but absolutely nothing available and no delivery timescale or info available during payment process. Its as though we are blackmailed into ' all or nothing' during purchase process! Rubbish
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13 Aug 2023
Verified review
Placed online order, one week later i had not received my order or had any updates. Emailed Alpine Trex for update, to be told because of brexit they cannot deliver order and i would be refunded.
Very Disappointed.
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Answer by Alpinetrek.co.uk
18 Aug 2023
Thank you for your review!
We are sorry that due to Brexit-related developments we are currently unable to deliver to Northern Ireland, Isle of Man, the Channel Islands
and islands. We apologise that have not been informed about these difficulties right away. We are working on a solution and we hope that we can provide you with our usual
service again as soon as possible. Your money was refunded already. Please contact us at anytime at Alpinetrek.co.uk/contact/if we can assist you.
Best regards, Alpinetrek.co.uk
21 Jun 2023
Verified review
Didn’t receive item due to very poor courier service.Goods never delivered and courier has sent them back.Alpine Trek are good but courier company very poor and will not buy again if this delivery service is used.
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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 Jun 2023
Verified review
Delivery was very late. I still haven't received my parcel and it's been weeks! I just hope everything is ok with the product itself as it's clearly gone walkabout
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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
6 Jul 2023
Verified review
Faulty boots
The boots I ordered came with different sized L and R insoles. Also with a manufacturing defect in the R toecap. Obviously, this was the fault of Inov-8, the maker, but I would have thought that any retailer worth its salt would carry out at least a rudimentary quality check before dispatch?
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Answer by Alpinetrek.co.uk
22 Aug 2023
Thank you for your review.
We apologize that your item is not in a good condition. We have now managed to manually scan the details of your return and have submitted a refund. Our colleagues are in touch with the manufacturer.
Best regards, alpinetrek.co.uk
13 Oct 2023
Verified review
For this specific product - poor sIze and fit.
For this specific product, you should have checked the sizing and fit of the product (shorts) which were stated to be a UK 37in; EU 54: XL but were actually +40in; EU58; 3XL.
They were in fact 3in too big at the waist and 3in too big on the leg,
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Answer by Alpinetrek.co.uk
8 Nov 2023
Thank you for the review.
Our apologies that the item you received does not meet your expectations. Please contact us at Alpinetrek.co.uk/contact/ Bergfreunde.eu/contact/ so we can find a solution for you.
Best regards, Alpinetrek.co.uk
30 May 2023
Verified review
The website states that you normally receive a refund when the returned goods are delivered to the Bury St Edmunds. When I enquired about this, I was told it would take 21 days for the refund after the goods had been returned to Germany.
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