Review Time
Absolutely amazing shop, which I've been using for many years. They offer the best quality products at the best prices, along with an unbelievable customer experience and service. It's so easy to return if the size or anything else doesn't suit, with a quick refund guaranteed.
Excellent service. I was never disappointed when buying from Bergfreunde. We do not get many website shipments to Malta, especially for free.
Additionally, they stock a variety of items for different sports disciplines.
Everything was seamless. I ordered shoes in a specific color, but it was out of stock. Since I was eager, I chose a different color, and surprisingly, the original color became available quickly. I contacted the support team, and a very helpful representative assisted me with my request to change my order. Although she couldn't modify my order directly, she made the return process simple and ensured I received my refund promptly. Overall, it was a fantastic experience – I got an excellent price for a high-quality product, swift shipping, and a flawless refund policy.
I am deeply dissatisfied with the service and customer support. The level of professionalism is alarmingly low. Each time I reach out for assistance, I receive the same generic response: “the process takes time.” As per consumer protection laws, when a customer cancels an online purchase and returns the item, the seller is obligated to issue a refund within 14 days of receiving the return notification or shipping proof. There is no justification for ongoing delays or vague excuses. I adhered to all protocols: I returned the item, submitted proof of postage, and waited. Yet, I still have not received my €160 refund. Instead of clear communication or proactive assistance, I am met with minimal responses and repetitive scripted replies. Honestly, I find more useful interaction from a chatbot than from the current support team. The absence of competence, accountability, and respect for customers is genuinely alarming. I am wasting time, energy, and patience trying to reclaim money that should have been refunded according to the law. Following this experience, I will never spend any money with this company again.
I am deeply dissatisfied with this seller and its customer support. The level of professionalism is alarmingly low. Whenever I reach out to the support team, I only receive the same generic reply: “the process takes time.” As per EU law — Consumer Rights Directive 2011/83/EU — when a consumer cancels an online purchase and returns the item, the seller is legally obligated to refund the payment within 14 calendar days after receiving the cancellation notice or proof of return shipping. There is no legal basis for endless delays or vague excuses. I followed all the necessary steps: returned the item, provided proof of postage, and waited. Yet, I still have not received my €160 refund. Instead of transparency or proactive measures, I am met with minimal communication and the same scripted replies. Honestly, I receive more intelligent and helpful interaction from a chatbot than from the so-called support team here. The absence of competence, accountability, and respect for customers is truly alarming. I am wasting time, energy, and patience trying to recover money that should have been refunded according to EU law. Following this experience, I will never spend another euro with this company again. Order - 42548699
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