Alpinetrek.co.uk Reviews 

Great experience, delivery was well tracked - overall good price too.

Love the jacket too

Absolute useless and embarrassing non existent customer service.

Ordered a tent from them but only half the tent ever arrived, and it was meant to all be delivered in the same package. It wasn't an issue with the delivery service losing a parcel, they just hadn't sent all the items initially. To their credit, the return and refund process was smooth.

Vast range of products from a wide variety of brands, often with decent discounts, although that sometimes means popular sizes aren't available. Tracking is a bit hit and miss, but I've never had something not arrive. The main difficulty, recurring at intervals over the last twelve years or so that I've been purchasing from Alpine Trek, is payments not going through, or sometimes not appearing to, leading to multiple payments being taken on one occasion - though the extra payments were refunded after I fired off a particularly indignant email to customer service, only to find they'd already caught the issue. I've just experienced an extremely frustrating payments hassle, wherein my browser security code check resulted in a warning from my bank, so I bailed. Trying again after an email from customer service I found my multiple attempts, after ANOTHER failed interaction between AT's checkout process and my browser security protocol, caused my browser to forestall any further purchase attempt. I had to use a different browser to finally complete my purchase.
This, as stated, is an ongoing issue with this company. It's not at all confidence inspiring to experience checkout process issues, as money is involved, and I have absolutely NO sense of humour when being messed about when money is at stake. It's no fun, either, when something as simple as an online purchase takes hours to finally complete, instead of the hassle - free couple of minutes one was expecting, or at least hoping for.
Given these issues, it's quite some time since I last purchased from AT, and I was dismayed to find myself, once more, embroiled in a checkout saga. This issue, as I've made clear, hopefully, in my communications with customer service, NEEDS to be properly sorted. The ONLY reason I didn't just abandon my attempt to purchase was that, although the item I wanted was available elsewhere at a similar discount, it was nowhere else available in my size at that price point. It will probably be quite some time before I consider risking another purchase attempt from AT. Such difficulties are very off-putting, and it's getting rather tiresome, even if it's not every time.
Please AT, sort your checkout process out.

A returning customer who will never return again!

Absolutely money-grabbing, robbery behaviour.

I ordered several products that were due for delivery via Amazon Shipping. After 3/4 days had passed since notification from them and Amazon that it would be delivered, I got a notification from Amazon that there had been an issue and to contact the sender. I then reached out to Alpinetrek/Bergfreunde and a lady called Laura came back to me. Even though, in my initial outreach, I shared the Amazon notification saying to get in touch, she continued to insist that they cannot investigate for another 7 days. I subsequently contacted Amazon, as at this point both parties are pointing me at each other and saying they can not help. I spoke to a very helpful representative at Amazon who confirmed verbally (and in writing over email at my request) that they had lost the parcel, had already notified Alpinetrek of this AND had already issued the full compensation value back to Alpinetrek.

So at this stage, AlpineTrek has my £££ and also has the same value of £££ back from Amazon to cover the replacement and continues to say they cannot and will not do anything further for another 7 days!!!

I can only assume they are hoping that the lost package miraculously gets delivered and they can walk away with both my funds and Amazon's without having to issue a replacement package or refund, doubling their take. They take advantage of Amazon's speedy lost-package resolution process, which has been confirmed as standard practice after a package has been lost for 2 days, to reimburse the sender in full so they can issue the replacement to the buyer/recipient quickly. Yet their internal process is to sit on both sets of funds for a further 7 days to see if they get lucky before doing anything about it.

Since receiving this information, I decided I did not want to deal with Laura over email anymore and wanted to speak to a manager about the situation, only to find that when you call and after selecting the option to speak to a representative, you're met with "we are training today and will be contactable again at 1700" contradicting their opening hours of 1600 Uk time.

Yes, they have a good selection, but nothing you can't find elsewhere & I implore you to look at other retailers, especially if you are based in the UK.

Excellent price for the product and prompt delivery. Only concern is that the product would be damaged if it was left out in the rain by the delivery company. A waterproof outer wrapper might be an idea.

No exchange! I bought walking boots, very nice, but too small. Their returns policy is that you CANNOT exchange for a different size, colour, etc., you can only return the item, wait up to 21 days for your refund, then order the size, colour, etc., pay again, and hope for the best. Even sending the item back costs £3.99 which is non-refundable. I suppose, if you've the funds, send the wrong item back, buy what you hope will be the right item, and get your refund after about 21 days, but I cannot afford to lose nearly £350 until the first £75(ish) is refunded. Alpine Trek state that they don't exchange items because it messes with their stock control system. So they put a stock control process before customer care. Shocking in this day-and-age.

Goodness, what a nightmare! Will never ever order from AT again! Ordered hiking poles Sunday 18 October. 9 days later still no poles and not able to get any info about delivery • AT not able to tell me when I might receive my package! I did just manage to speak with a very helpful guy at Amazon shipping who confirmed to me that on day of order, AT produce a shipping label but actually do not let the shipping company (Amazon shipping in this case) have the goods until a week later!!!!! I was told by AS that companies like Zara for example produce a shipping label and the goods on the same day! I think what has bothered me is the lack of communication and difficulty in getting hold of AT. Speaking with the AS guy just now, he is going to do what he can and email me in the morning with a delivery time frame. It’s all been too stressful. Never again purchasing from AT!

poor customer service I have received regarding a pair of Hoka boots I purchased.
Unfortunately, the boots are too tight at the front and my toes are touching the end. I contacted you to resolve the issue, but I have been disappointed by your refusal to allow me to return them, despite the fact that they do not fit properly.
Instead I'd buy from Hoka directly as they 30 day try first service.

Good discounts on high-quality clothing, a wide selection, and high-quality garments from their own brand.

no issues , all good

Article was quality, the delivery swift and the online size calculator correct. Price is high but you get what you pay for.

Excellent shoes, great prices and fab delivery

A smooth purchasing experience from start to finish

Good products and price. Quick delivery.

Very good delivery by amazon ! The boots i purchased where at a very reasonable price !

Avoid, avoid, avoid. My package was dumped on my door step, on a busy road in central London and not directly delivered to anyone, of course that is not Alpinetrek's fault - but what is their fault - is the heaps and heaps of emails regarding this when I was very stressed at the expense I had laid out to not be in possession of the goods, and complete radio silence - for weeks on end - then followed by very vague AI sounding generic and grossly unhelpful emails here and there asking for the same information over and over again, which was incredibly frustrating - finally to be told you accepted liability and would refund me in full - and then to have still not received my refund over 2 weeks later where you just probably hope I don't actively check my bank account online. This level of customer care is appalling, and you should not be in business. That is genuinely how I feel.

Startrek 2 months ago send me MTB gloves evoc with not good condition have photo,but I was ignore this because all this return policy is crazy,few weeks ago I order shoes 5 10 Adidas,and no shoes,investigation time is finish,any respond no refund,total catastrophe,want warning people do not buy nothing from this shop,is little cheaper but is not worth