Bergfreunde.itRecensioni

The website is well designed, scrolling through the pages and different items is easy and user friendly. Prices are competitive and the purchase was straightforward. However the list of positives stops there as my problem started immediately after the purchase was concluded and paid for via PayPal on Wednesday June the 15th. In the confirmation email received immediately after the purchase a red box indicated that: “currently there may be delays in shipping. Thank you for your patience!” I then contacted their customer service to have an estimate of shipping times as I will be travelling from Friday the 24th of June (the item is a b-day gift) and the representative was not able to clarify when the item would have been shipped, hence I demanded to cancel the order as I would have to purchase at a later time after my trip. This is when the story gets interesting: The customer service rep. cancelled the order and told me I would be reimbursed (through the same method of payment I originally used). That same afternoon as the money was not yet returned and the order still appeared to be processing I call them back and further inquire. The second customer rep. tells me that in reality they were not able to cancel the order because it was already packaged and shipping details were already printed. I tell them ok and to proceed with the shipment. Fast forward to today Friday the 17th (Thursday the 16th is a national holiday in Germany). I call them again and speak to another rep. that tells me that the order is “in a limbo” and he is not able to see if it has been truly cancelled or not, and to call them back next week. At this point the entire shopping experience went down the drain as I might as well have gone to the physical store down the street and purchase the item. At the end on the day the discount was 25% through Bergfreunde which is a great price but does not justify the very poor handling of the situation. Now all I want is to know is if I will be receiving the item or if the order has been cancelled. To sum up: Great website however very poor execution.