www.bananafingers.co.uk Avis 

I ordered a pair of climbing shoes from Banana Fingers but had to return them as they were too small. I followed the return process exactly as outlined on their website, using their tracked 48-hour Post Office service. The shoes were returned on 17th April 2025 and tracking shows they were delivered, but I’ve heard nothing back — no confirmation of return, no refund, no updates.

I’ve tried contacting them to follow up but have not received a response yet. It’s disappointing, especially as I was hoping to place another order for a different size. I would have expected faster communication and processing, particularly when returns are handled through their recommended system.

Hoping this gets resolved soon, but based on this experience, I’m very cautious about ordering again.

Great prices for a 3 pack of DMM cams got even better when they gave me the extra 10% Easter discount even though I’d forgotten to apply for it at the online checkout. I emailed to ask and they honoured the discount. That plus the order arrived in the 1-4 day timescale requested. The customer response email was polite, understanding and delivered everything I’d asked for. So thank you for the brilliant prices and customer support

Gift vouchers do not work and cannot be refunded.

I was given two vouchers for my birthday in February for bananafingers. I am a climber so this is the go-to gift for me from friends and family.

Neither of the voucher codes worked, and customer support told me that it was a tech issue with the site and should be fixed soon.

It is now April, the stock I wanted to buy has sold out, and the vouchers are still not working because of this technical issue. The company won't give the people who bought the vouchers a refund, so they have essentially just taken the money from my relatives - over £100.

In this whole time I haven't been able to speak to anyone on the phone - their support number seems to be disconnected.

I have been shopping at bananafingers for years but after this experience I am not sure I can recommend it. I feel sorry for my family and friends who have spent money on a gift that doesn't exist and they won't get their money back either.

I've asked customer support to refund the amount to the original buyers, but they ignored the request, instead issuing me with a discount code (but only for one of the vouchers because I didn't have the invoice for the second - because it was a gift!).

The discount code worked, but the shoes I wanted to buy were sold out in my size. I chose half a size down hoping they'd fit but they don't and now I have to pay to return the shoes. Meanwhile, I am down a pair of shoes I wanted to buy for a trip, I can spend the discount code on something else but not on the thing I actually need, and there's still a voucher that was bought for me that I can't use at all.

Worst, there is no notice on the site alerting people to the problem with the voucher codes, which means people can still buy them, but they cannot be used or refunded - so they're just throwing money away on a broken website. Banana Fingers must be aware of this fact, and is just taking peoples' money anyway.

Magnificent customer service, helped me pick a size and responded to emails quickly. Recommend 10/10

Great prices, quality products, and the best customer service I have received in a long time. I had a query that was resolved with ease thanks to Stella, I would have no concerns buying with this company again as the aftercare and support was exemplary. Thanks again!

1st class support, asked for my trekking poles to be delivered to quickly for holiday, got them next day! Thank you. Poles are great value for money too!

Very helpful, patient, and they do go above and beyond for you. Thank you :)

Super customer service including very fast refund on returned items

Just a follow up on my comment from the 18 Feb. I have still not received my refund of $923 AUD. They have not sent a receipt confirming that the refund has been processed. I would not order anything online.

Fantastic company -such excellent service!

I paid for 48 hours delivery as going to Spain climbing and needed more quick draws. I had an email saying the delivery had been missed due to a system error and was being posted standard with 10% off my next order offered. At this point I had no idea there was a problem with my order. I asked when it would arrive as going to Spain to which they responded they had upgraded me to DHL next day delivery. Things won't always go right, and it's how a company deals with problems that set aside good ones from bad ones. They proactively reached out to me to tell me there was an issue, and couldn't have been easier to communicate with to get resolved. The quick draws arrived, I had a great week's climbing. Good gear, reasonable price, great customer service.

Terrible experience. Order cancelled as they had oversold the product on sale. No problem taking my money though. There’s so much competition in this space, there’s no reason to use a sub standard retailer. Spend your money elsewhere and save yourself a headache.

I have ordered some climbing shoes, which turned out to be too small, I have followed company’s returns process. I never heard back from them, the refund was never issued, and I had no response to my emails. Would definitely avoid.

Excellent customer support and very speedy delivery,

I purchased a lot of climbing shoe options for my kid for Christmas, and understandably, some of them needed to be returned. I lost my proof of postage and thought I'd check with the team whether or not they'd received my parcel. They went over and above expectations, sending photos of potential parcels for me to identify as mine! I rapidly got a refund and I'm pretty sure some of that money will go back into more goods from this awesome company!

I have used banana fingers several times in the past for climbing equipment with no issues. I recently experienced a mix up with my order (receiving two of the incorrect item). I received a quick response from customer service and a replacement was sent quickly. Very pleased with the service

I've used Banana Fingers a few times for climbing gear and always had a good experience. They are quick to deal with any issues including size issues etc.

This time I'd had a fault with some climbing shoes and was only enquiring over a possible production flaw that was known of. Turns out that through the BF support teams great communication with Unparallel I've been able to get a replacement.

Highly recommend Banana Fingers for their quality of service and aftercare.

Very helpful customer service, had a problem with a pair of trousers which was quickly and helpfully resolved. Thank you!

I made an error in an order (which was the cheapest price I could find anywhere for the items) and it was sorted out for me with no hassle AND they extended an offer for me which had run out.
In a world where there are a lot of people doing similar things customer service really counts.
Thanks!

It’s a shame to write something negative when they seem to receive such great reviews. But I downloaded a Royal Mail return label missing the fact they would deduct £5.99

This is nearly double what it would have cost me to post Royal Mail myself. Small parcel is only £3.29 48 hr tracked. When you buy things in good faith and they don’t meet expectations or needs, it is so annoying to be charged postage both ways but to also OVERcharge postage seems unethical.