Alpkit Avis 917

I've been to the Alpkit store in Bristol a few times for repairs and have spoken to their customer support via their main contact number. They're always super friendly, helpful and give genuinely good advice. Couldn't recommend them enough!

People are the key in any organisation and it is demonstrated at Alpkit again. When policies or procedures sometimes stand in the way, they can step up and overcome human-made obstacles. Which is what happened with my order. Alpkit really is a people organisation for people. Well done!

I have been a very longstanding and loyal Alpkit customer and general supporter of the brand.
However, their latest policy of not returning a reward voucher if goods were deemed faulty is shoddy to say the least.
If a reward voucher is issued (for previous purchases) and the goods one buys have to be returned (especially if faulty) then one would reasonably expect the voucher amount to be reinstated to use against another purchase. It seems Alpkit, one a byword for customer service are pulling a fast one (and comments to me by disgruntled staff members have reinforced my view).
Obviously now consider themselves big enough to ignore these issues.

Quick turnaround for my waterproof jacket. I sent it in for a new zip slider, and having now had the jacket back for a week, and putting it through it's paces, I can confirm it is working perfectly. Money well spent! Thanks to the team at Alpkit.

Great products; good to deal with

An order I had placed had been stuck at the delivery depot of Evri for some time, probably due to the bad weather. Alpkit re sent my order without hesitation. Great service and great products. That’s how you get return custom.

I ordered a set of sonder alpha wheels on 31/12, the package arrived on the 6/01 only containing the rear wheel. I immediately sent a message to Sonder about this issue. They apologised and said a front wheel would be sent and a tracking number for it provided. I gave them a day to sort the issue out and give me some information about what was going on. When a whole day had gone by and I hadn't heard from them, I contacted them again to ask what was going on. I was told again that a wheel will be sent and a tracking number provided. This went on for almost a week. I sent a final message 6 days after my initial delivery to inform them that I wanted a front wheel like I paid for or I would be forced to return the one wheel they did send.
Eventually they did send a front wheel after making the excuse that the Warehouse manger was off sick and they were not aware of the this. The fact it took a week for that information to passed to support team is worrying, internal communication is clearly not a priority. But now it's ok because my missing wheel was on its way and I could get excited about some new kit again. The missing wheel arrived more than week after the rear wheel and when I opened the box I was most disappointed to find no rim tape or a tubeless valve, the wheel had be sent unfinished, so much for sonders quality control. I made them aware and that I wished to return them as my confidence in them had gone. There was no attempt to sort the problem or to convince me to keep them. Not even a promise to send rim tape and a valve. This was some of the worst service I have ever had and the communication was terrible. I had to contact them on numerous occasions and there was no attempt on sonders part to keep me up to date or informed about the situation. How long it would have gone on for if I didn't keep pushing them for a response I don't know. The only advice I can give to others is spend a little more and go elsewhere.
I will update this reviwe depending how painful the returns process proves to be.

Just recently l found that the Alpkit head torch that the head strap frame had broken. I contacted them to see if this part was available. They responded to me very quickly and even though they thought that this part may not be available, they were able to locate one and send it onto me.

Great mountain gear at great prices - and their support is great. I do recommend them to anyone.

I’ve been buying from Alpkit for years; waterproofs, insulated jackets, trousers, socks, trekking poles, tents, sleeping mats, stoves.

More recently I’ve used their repair service in Edinburgh. The repairs were so good I couldn’t tell the new zip wasn’t OEM.

I’ll continue to buy from Alpkit for quality gear and outstanding customer service.

If I could give no stars I would. Ordered swim gloves on 6th Dec and only today 22nd Dec got notification that the item had been damaged and returned to sender. I called Alpkit immediately and was met with a rather monotone voice who after explaining the contract was between myself and alpkit and not the courier, he flatly said we will send out a replacement but you won’t get it before Christmas ? I asked to rush through the post office for a 24 hour delivery, at my cost and a flat No was given as he has a contract with DPD. So even though my contract of sale was with Alpkit, they can not accommodate a rectification of their couriers error. The most unhelpful company I have ever dealt with when this customer had done nothing wrong but paid my money and asked for help. Don’t bother ordering from them if you expect good customer service when things go wrong. I have read many reviews saying the same thing on a variety of platforms. I found the exact same product on another site who are shipping 24hours at no extra cost. These people at Alpkit are a disgrace. DO NOT BUY FROM THEM. Added in response to your answer: DPD next day delivery was not offered as I asked specifically about that and was told you don’t do that.

The service from Alpkit was amazing. Matt informed me straight away about a issue with a colour of a transmitter frame that's was not in stock. So gave me another option which when it turned up. It was just perfect.

My experience of alpkit has been excellent customer service and product quality at reasonable prices, which feels rare for a UK company. Environmental credentials and fair business practices are the icing on the cake. I hope they continue to do well!

I have been buying Alpkit for too many years to remember, and when I meet up with friends they assume I work for them because so much of my clothes and kit are branded Alpkit. Love the products, ethics & values of the company. I came very close to investing a couple of years ago at a funding round.
Recent fantastic interaction with the Customer Service Team over a broken head torch simply underlines the whole psyche of the company and everyone I have ever come across by phone, email or in stores (can we please have a store in Reading soon).

I ordered a soloist tent & tent kit, it is a Christmas gift, but when the tent kit arrived the bottles were dinted. I think this may have happened in transit. I could not believe the speed of response, a replacement kit set out. The original delivery was as promised. Can’t thank Brendan enough. Would highly recommend!!!

I needed a small spare part for a walking pole but Alpkit were out of stock of it - I suspect most companies would have closed the query at that point but Brendan went that service step further and found the part I needed on a return/damaged item.
This typifies there approach to minimising waste and to excellent service.
Thank you!

Absolutely amazing alteration to my ski trousers which were too long !
So good I can’t believe how professional this whole operation was.

Brendan was great: quick to respond with an answer to my problem.
Alpkit make it easy to do business with them because they're so helpful - they're always my first choice!

Exceptional customer service after my Qark head torch needed a repair. It’s been a quality product but unfortunately the casing broke. Brendan from Alpkit was excellent. He sourced a replacement part and got it out to me quickly along with a video on how to replace it. My head torch is back up and running. Top product, top customer service

Really good kit both for camping and wearing, never used them before and really impressed with quality and delivery.