Barrabes Ski y Montaña Reviews 

Reply from Barrabes Ski y Montaña

5 days ago

Hello Vadym,

We are sorry to hear that you were disappointed with your purchase and that the shoes were not suitable for your child.

However, we would like to clarify that our Customer Service team did respond to your messages and tried to assist you with the situation.

When you initially indicated that you believed the shoes had a manufacturing defect, we asked you for photographs so that we could assess the issue and, if necessary, process a warranty claim with the manufacturer. You later clarified that there was no visible defect, but that the shoes were the correct length and simply felt too narrow and tight for your child's foot.

Unfortunately, the fit and width of a particular shoe can vary depending on the model and the shape of each person's foot. A shoe being too narrow or uncomfortable for a particular foot does not necessarily mean that the product has a manufacturing defect.

For this reason, we explained that you could return the shoes following our standard return procedure. We also offered to process a warranty claim with the manufacturer if you still believed there was a manufacturing defect.

We are therefore sorry that you felt ignored, as our team did respond to your enquiries and offered the available options to resolve the situation.

We regret that on this occasion the shoes were not suitable for your child and that your experience with us did not meet your expectations.

Kind regards,

Reply from Barrabes Ski y Montaña

May 25, 2026

Hello Mikael,

We fully understand your frustration and sincerely apologize for the very long delay and inconvenience caused by this situation.

Please understand that we are not refusing to help you. Since the shipment is still officially under active investigation by GLS and not yet formally declared as lost, we are currently required to follow the carrier’s investigation procedure before being able to close the case administratively.

We opened the claim with GLS immediately after detecting the issue and have been actively following it up. GLS has now confirmed an official investigation with resolution date set for 03/06.

We also understand the rights you mention under EU consumer law and we are not ignoring your request. However, at this exact moment the carrier still considers the shipment active and potentially recoverable, which is why we have not yet been authorized to process the case as a definitive loss.

As soon as GLS provides the final resolution, we will immediately proceed accordingly, either with the refund or the appropriate solution.

We truly regret the experience and appreciate your patience despite the circumstances.

Kind regards,

Reply from Barrabes Ski y Montaña

May 14, 2026

We are deeply sorry to hear about your experience, Lara, and we completely understand your frustration.

Unfortunately, due to an unexpected stock issue, we had to cancel the order and immediately process a full refund using the same payment method and in the same currency (EUR) as the original purchase.

The difference you mentioned was not withheld by Barrabes, but was caused by exchange rate fluctuations and/or bank conversion fees automatically applied by the card issuer or bank during the EUR/CHF purchase and refund transactions. From our side, the full original amount in EUR was refunded in full.

We fully acknowledge that the stock issue should have been detected earlier and sincerely apologize for the inconvenience caused. Situations like this are exceptional for us and do not reflect the level of service we strive to provide to our customers.

We truly appreciate your feedback, as it helps us continue improving both our stock synchronization systems and our customer communication.

Kind regards,

Reply from Barrabes Ski y Montaña

Mar 4, 2026

Hello Eamon,

We are very sorry for the inconvenience and delay in your order.

Your order had an estimated delivery date between January 29, 2026, and February 5, 2026. Unfortunately, we were unable to ship it until February 13, 2026, due to an unexpected delay in receiving one of the items in your order from an external warehouse—in this case, the gloves.

We sincerely regret that your experience with us was not what we hoped for. Situations like this are not common for us, but we fully understand how frustrating this must have been, especially with a ski trip planned.

We sincerely apologize and hope that in the future we can regain your trust and provide you with the experience you expected.

Sincerely,

Reply from Barrabes Ski y Montaña

Mar 6, 2026

Hi Peter,
Thank you for your feedback.

In this case, the product you ordered depended on stock information provided directly by an external warehouse. Unfortunately, we were unable to confirm the delivery date within the estimated timeframe, so we contacted them to clarify the situation before providing you with incorrect information.

As soon as you informed us that you preferred not to wait, the order was canceled and the refund was processed immediately.

We appreciate your understanding and constructive feedback, which helps us continue to improve our internal processes.

Sincerely,

Reply from Barrabes Ski y Montaña

Mar 6, 2026

Hello,
Thank you for your comment.

Switzerland is not part of the European Union customs area. For this reason, orders shipped there may be subject to import duties, VAT or customs handling fees charged by Swiss customs or the courier upon arrival in the country. These charges are not set or collected by us and are common for shipments entering Switzerland.

Customers living in Switzerland are usually familiar with this process, as it applies to most purchases made from EU stores. Regarding the return, parcels refused or returned from Switzerland may also generate transport costs from the carrier.

We are sorry if this caused inconvenience, but these charges depend on the destination country's customs regulations.

Kind regards,

Reply from Barrabes Ski y Montaña

Jan 12, 2026

Hello Scott,
We are very sorry for the frustration this situation has caused you and we completely understand your concern.

After several investigations, we can confirm that the shipment was held by UK Customs, which is unfortunately a third party beyond both our control and that of the carrier. On January 12, the package was released by Customs and is now on its way to delivery.

While the shipment was in Customs custody, neither GLS nor we could intervene, cancel the delivery, or issue a refund until its status was clarified. For this reason, the refund could not be processed earlier.

We sincerely apologize for the long delay and inconvenience this situation caused you, especially as it was a winter coat for your daughter. Once again, we apologize and thank you for your patience during a process that, unfortunately, has been affected by ongoing delays at UK Customs and also by the peak shipping season.
Sincerely,

Reply from Barrabes Ski y Montaña

Mar 6, 2026

Hello Yurii,
Thank you for your feedback.

We are sorry to hear that your experience on our website was not satisfactory. We are continuously working to improve translations and product information to make the purchasing process clearer and easier for our international customers.

If you had difficulties choosing the size, our customer service team is always available to help with sizing advice before placing an order.

Kind regards,

Reply from Barrabes Ski y Montaña

Jan 7, 2026

Good afternoon, Geraldine,

We sincerely regret the delay and frustration this situation has caused you, especially as the order was a Christmas gift.

Your order 2365116 was dispatched from our warehouse on December 4th with GLS, with an estimated delivery date of December 8th-11th. Unfortunately, due to the exceptionally high volume during the Christmas period, GLS experienced significant delays on international routes, particularly to Ireland. As a result, although the package was dispatched on the 17th, it was not delivered until December 27th, which we fully acknowledge is unacceptable.

We understand your disappointment and take your feedback very seriously. This was an extremely unfortunate situation, and we are already reviewing our logistics and transport options for peak seasons to prevent similar issues in the future.

We apologize for any inconvenience this may have caused. Please do not hesitate to contact us if you require any further assistance.

Reply from Barrabes Ski y Montaña

Jan 7, 2026

We are very sorry about your opinion and the experience you describe.

After checking our records, we are unable to find any order associated with your details, so at the moment we cannot identify the case you are referring to. We would like to clarify that we are not a scam company; we are a long-established retailer with many years of experience and thousands of orders processed.

To be able to review what happened and assist you properly, could you please provide the order number or the email address used to place the order?
If the purchase was made in our store, we will be happy to look into it and offer a solution.

We look forward to your reply.