Bergfreunde.dk Reviews 

they don't respond to inquiries, they sent the wrong item, I'm nervous about returning it now that I've read all the bad reviews

Bad experience, size charts are simply wrong and returning items is very inconvenient and costly. I'll never buy again here

Stay away from this firm! They have offices everywhere in Europe and if you order from DK you don`t know who will call you, and from where, if you need help. They sent me the wrong size shoes and they even sent me their own shoe chart to discard my claim that the shoe size was wrong, and the shoe chart even showed I was right, and they will not exchange or give me money back. They are summer running shoes so even though I paid for them in January they are under the European Consumer law and they are required to help me, as we up to 2 years reklamation ret when the Company made the mistake, which it did.. I have never encountered such awful people from their customer service office in my whole life! They are very rude and do not give you a chance to speak and started immediately speaking in English to me when they called me?? Why did they speak English to me??There is something wrong with this Company. You have been warned! I am now complaining to the European Consumer center, Denmark and forbruger.dk-you can complain to the European Consumer Center if you live in other places in EU-They must be investigated and stopped!

I ordered a knife at night when the store was closed. Minutes after the order was made, I send an email where I canceled the order again. In spite of that they shipped the order and apologized that they couldn’t stop the order. THIS IS WHY this kind of shops will have a difficult future competing with Asian companies which are far more service minded and agile in how they operate. Now they send the package all the way to Denmark THINKING that when I get the package I will not use the returning rights (costing 1/3 of the price of the item on top of the delivery cost I already have paid). And I guess that the excuse will be that they didn’t read my mail before the package was sent….and that’s the problem in its essence! BAD SETUP…BAD SERVICE. Choose TEMU if you want SERVICE and a professional setup. I hope European companies will WAKE-UP otherwise they force the customers to seek other ways.

Amazed over the speedy process from placing my order til arrival. 5 stars to Bergfreunde customer service who was friendly and easy to access when I had concerns over delivery time up to Christmas.

Ordered Endura MTB trousers. They showed up looking very different than the pic on Bergfreunde's site (one had a black waistband and the other not, different green colour, one had a print the other did not). Wrote email to Bergfreunde, their only answer was asking me to take pics and send them despite having included links that showed the issue in email. After having taken and sent pics Bergfreunde said "if you don't like the the trousers you are welcome to send them back. I don't see any other solutions." In other words the usual 'we made a mistake, here's all the work you have to do to fix it' approach that shops that suck at customer service have. Offer a discount, don't make me take pics and ship stuff 'cause you made a mistake. And make sure the pic on your site is the product you ship (Bergfreunde blamed Endura for the pic on Bergfreunde's site).

They lost a customer, and I strongly advise against buying from them.

I purchased climbing shoes from Bergfreunde that stained my feet completely blue. I’ve owned the same model in another color before and never had this issue. I contacted their customer service three times with photos attached—no response at all.

This shows they either don’t care about customers or don’t even read their emails. Other reviews suggest this is normal.

I won’t buy from them again and will warn my climbing buddies as well. Had they simply replied, I might have recommended them instead, since they offer good prices and a wide selection. But saving a few euros isn’t worth faulty products and zero service.

Can’t come in contact with the customer support. Order number: 41380005. Havent received my confirmation email, and cant reach them on mail.

Update: Wanting a refund, no answer other than a standard response mail.

The worst service ever ! Auto generated answers. No replay to the questions you have for orders etc.

It took 22 days from the day I returned a jacket till the day I had the money on my bank account. For comparison: It took 2 days on Norrona.com.

I am not going to buy from this site again.

Top customer service. Thank you :)

Everything went smooth. I ordered, and they initially said it could take a bit longer to receive the climbing shoes, but they arrived faster than expected!

I ordered two bags and they cancelled my ordet bc it was out off Stock
Then i should not have Bern avle ti buy Them

Purchased many different products over the years and have had no problems with shipment and communication.

Would recommend to others looking for a wider range of products that you can't find in stores. Although there is a shipment cost to return products which is clearly stated in their return policy, they have a decent policy for the amount of days you have to send it back.

Will continue to use Bergfreunde if the prices are still competitive!

Bought several products, and a few days later Bergfreunde lovered the price on the products. Upon contact, I was told, “we are unable to refund you / cover the difference in price”. So in order to get the discount I have to return everything and make a new order, a waste of time, money, co2 and is just plain stupid. I reached out to customer service a few times and they decline. They encouraged me to make an honest review, so thats what I'm doing. This is far from normal practice when it comes to running a webshop. We are not talking a fortune, so probably wont return the goods – so I’ll just end up as an unsatisfied customer.

Response time was ok.

Was sent a pair of boots that was obviously used and damaged. Am requesting a full refund on my order as the shoes were packed already damaged. Can’t believe a company would do something like this.

Hvis du returnerer varer til Bergfreunde, skal du lige være væbnet med tålmod. Det her hvad de svarer min forespørgsel, da jeg ikke har hørt noget 10 dage efter afsendelse af min returnering:

As of today, we have not yet processed your return.

There are up to 21 days between the date of arrival of a return and the date of processing. If you have used the return label from our webshop, you can always check the date of arrival with the tracking number for your returns parcel on the website of the courier.

As soon as your return is processed, you will receive a return confirmation email from our warehouse team. Your refund will be issued within a few working days and will be refunded to your original payment method.

More than one month ago I ordered a pair of climbing shoes. Still haven’t received any shoes or any refund even though I have contacted the company several times. Don’t ever buy anything from this company!!!

Delivery took over a week, retour costs 10€. Both is not great in 2022

Why do I write the following ??? Because this is by far the worst customer experience I've ever had.

I've orded a Wahoo Kickr.

Bergfreunde claims delivery time within 4 - 6 days, it has now been 2 and a half weeks.

I wonder if Bergfreunde know what they are doing and who is communicating what, since I the 25'th of October received confirmation regarding my order. The confirmation basically states that my order has been shipped and is on it's way, but clearly it is not.
Just for the record I've been in contact with DHL and there still is no package to me from Bergfreunde at DHL in Bonn. Therefore DHL Bonn recommended me to, once again, get in touch with Bergfreunde.

When calling Bergfreunde customer service it takes ages to get through. Once I got through, the Bergfreunde customer service was not able to provide me with any information regarding status of
of my order ... in fact the reply was:

"I hope I'll be able to give you a status tomorrow, but I'll have to check with our logistic department"

Absolutly nonsense ... in fact all I've got from Bergfreunde so far is bad excuses AND AN AMOUNT DEDUCTED FROM MY BANK ACCOUNT ...

I can most certainly not recommend any one at all to do business with Bergfreunde.