Alpine Extreme Reviews 10

Reply from Alpine Extreme

Jun 10, 2025

Hi Kimberly,

We’re truly sorry this order didn’t arrive as expected.

After reviewing the timeline, we found that your order was placed on March 15 and shipped out on March 18. However, we didn’t receive any communication regarding a delivery issue until June 9, nearly three months later.

While we understand that delays and issues can happen, our refund policy (which is clearly outlined on our website) states that delivery issues must be reported within 60 days of purchase. This policy is in place because most shipping carriers purge tracking data after that timeframe, making it impossible for us to investigate or verify delivery claims beyond that window.

This isn’t a decision we take lightly, and it’s certainly not the norm. The vast majority of our customers reach out promptly if something goes wrong, and when they do, we’re able to resolve it quickly and fairly. Unfortunately, in rare cases like this, we’re simply limited by what data is available.

We stand by our commitment to delivering quality products and great service, and that includes being transparent about our limitations and policies. These safeguards are also in place to protect our customers and ensure we can continue offering fair prices without raising costs to cover unverifiable claims.

Thank you for understanding.

—The Alpine Extreme Team

Reply from Alpine Extreme

Jun 6, 2025

Thanks for the awesome feedback. We’re pumped to hear your heart lights arrived quickly and lived up to the hype. We work hard to deliver fast, responsive service and real gear that gets people stoked to ride. If you ever need anything else, we’re here for it. Enjoy the ride and light it up!

Reply from Alpine Extreme

Updated Jun 5, 2025

Hi Dyani

We’re sorry to hear this was your experience. We want to provide the full context for others reading your review.

Your order was placed in July 2024. The original shipment was flagged as undeliverable by the carrier. In response, we issued a free replacement in December, even though we hadn’t heard from you. That reshipment was sent in good faith and notification emails were sent to the email address provided at checkout.

We did not receive any communication from you between July 2024 and June 2025. That’s an 11-month gap. By the time you reached out, all tracking data had been archived by the shipping carrier and we were well beyond the 60-day window allowed to report and investigate delivery issues.

Our policies clearly state that delivery issues must be reported within 60 days of the order date. Sixty days is a reasonable and industry-standard window to notice a missing package and alert us. That timeframe gives us a real opportunity to step in while tracking tools and carrier records are still available. Beyond that, we simply have no way to verify what happened.

These guidelines are in place to ensure a fair and consistent process for all customers and to protect against fraudulent claims that can increase costs for everyone.

We’re sorry this wasn’t the experience you hoped for, but we acted quickly when the delivery failed, shipped your order twice, and offered a goodwill discount when resolution was no longer possible. That’s not brushing off responsibility, it’s doing our best within the limits of the systems we all rely on.

For anyone else reading this, if something doesn’t look right with your order, please reach out to us as soon as possible. We’re quick to help when issues are reported within the support window and while shipping records are still accessible.

Alpine Extreme Customer Experience Team

Reply from Alpine Extreme

Jun 5, 2025

We’ve made multiple attempts to reach out to the person who posted this, both through Trustpilot and by searching our order system for any match to the name Rachel Kern. Nothing came up. No response. No order. No way to verify anything.

If this was a real customer, we would have absolutely resolved it. But after weeks of silence and no trace of an actual order, we have to call it like it is. This review does not match any real transaction in our system.

We always fulfill every paid order and respond to all customer messages. If anyone has a legit issue, we’re fast to help and easy to reach at gearup@alpineextreme.co.

No sense chasing ghosts or bots. Real customers always get real support.

Reply from Alpine Extreme

Updated Jun 5, 2025

This review was posted anonymously under the name "Customer" with no order number, no email, and no way for us to verify the claim. We searched our records and found no matching order, and the reviewer did not respond to any of our follow-up messages through Trustpilot’s resolution system.

We process and ship every confirmed order. We also respond to every message sent to gearup@alpineextreme.co. Our support is handled through email so we can provide fast, trackable responses. There is no disconnected phone line because we do not use a phone-based support system.

If this had been a real order, we would have resolved it without hesitation. But when a review has no trace in our system and no response to outreach, we have to assume it is not legitimate. The language used here closely mirrors fake reviews we have seen elsewhere.

We are a real company with real products and we stand behind every shipment.

Reply from Alpine Extreme

Updated May 12, 2025

Brutal to read, but fair. If you’ve been stuck with nothing but auto-replies and zero gear for three months, that’s on us. Full stop.

We dropped the ball hard. No package. No follow-up. No one showing up when it counts. That’s not just frustrating, it’s unacceptable.

We’re not here to disappear behind canned messages. Hit gearup@alpineextreme.co. A real person will get on it. If your order’s still in limbo, we’ll either ship it or refund it fast. No fake promises.

Appreciate you calling it out, even when it stings. That’s how we get our act together.