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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
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.
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
17 Apr 2024
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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28 Feb 2024
Verified review
Could be a lot better
1. Packaging is very wasteful - unnecessary double walled boxes that when opened are very hard to reuse. Awful design.
2. Products ought to have country of manufacture clearly stated. Many companies make a big ting about recycled materials (great) BUT manufacture in China where exploitation of workers and human rights abuses are appalling.
Ordered thinking this is a uk company then find out item coming from Germany.
Long delivery time
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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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2 Feb 2024
Verified review
Unfortunately due to the late delivery and the size being unusually small for a medium. I had to return it and pay more as the discount was no-longer valid. So costing me £9 more plus a possible return cost?
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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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1 Feb 2024
Verified review
Products too slow to arrive. Charged for restocking returns that do not fit - two charges for one order. This is not working for customer or vendor.
Customer service was good, however delivery takes too long and no reason why 2nd order got here before the first when it was ordered day later !
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Answer by Alpinetrek.co.uk
30 Jan 2024
Hello and thank you for your feedback!
We're sorry to hear that you had difficulties with the delivery of your order. We're happy to see that you have finally received your order and that you're satisfied with our customer service.
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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27 Jan 2024
Verified review
£5 off offer was made on site in return for receiving sales promotion material but then not incorporated into the sale. Will affect future searches and transactions adversely.
btw what is the point in asking my assessment of delivery, product quality, etc on next page when I've only just ordered and level of service is still in the future.
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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
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
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
26 Dec 2023
Verified review
It’s a shame they use such a rubbish delivery company
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Answer by Alpinetrek.co.uk
9 Jan 2024
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 get better and optimize our customer service.
Best regards, Alpinetrek.co.uk
24 Dec 2023
Verified review
Very slow delivery. Far too many emails. I’ve unsubscribed .. the daily incoming mail is irritating
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Answer by Alpinetrek.co.uk
9 Jan 2024
Hello and thank you for your feedback!
We are very sorry that we could not convince you of our service!
Due to christmas there was a higher volume of orders, which led to a longer processing time.
We are sorry you unsubscribed due to a high volume
Best regards, alpinetrek.co.uk
Delivery was delayed and customer service was contacted. More information was provided and the parcel was on its way. Delivered just in time.
It was a different experience than several orders before. It won't stop my using them.again
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Answer by Alpinetrek.co.uk
4 Jan 2024
Thank you for your review!
It's good to hear that we were able to solve your problem and your parcel did arrive just in time.
Best regards, Alpinetrek.co.uk
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