www.bananafingers.co.uk Reviews 

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.

The Customer Service team was very helpful in resolving an issue I had with my order being stolen.

The best customer service that I've had in some time. They support team are easily contactable and extremely responsive. Real people, who genuinely want to help you get the best product for you. Will definitely use again.

Such a wonderful company to order from. I ordered from them but forgot to put the Black Friday discount in. Contacted them and straight away they sent me a refund. I’m 85 years old and am aware that usually ‘things ain’t what they used to be’ but this company has convinced me that there are still excellent companies around who look after us customers. A big thank you to them!

I purchased a pair of Red Chili climbing shoes during Black Friday. Even though the discount code was not working, after contacting the Support Team I was given a new code.

Since my purchase was already done, the team contacted me to tell me about the money reimbursement corresponding to that % of discount to my bank account.

I was not expecting that and I believe it was a really valuable gesture.

I somehow forgot to apply my 10% Blackfriday discount and the good folks at BF cancelled my order which allowed me to re-order and apply the additional discount - they could have just ignored me but didn't - they were speedy in their response and thoughtful - I'll be back for some more gear shortly! Thank you.

only positive experience with Banana fingers. They were very helpful with my warranty claim with a brand, and they have managed to swap out the item under warranty

Ordered shoes for my son, after much size investigation. What arrived does not even go on his foot. I have tried to explain that the wrong size shoe is in the box, according to their own size guide. But they will not entertain conversation until I have returned them
From NZL to Europe, at my cost.
I will have paid postage twice and recieved nothing. Avoid banana fingers and/or BLACK DIAMOND.
Subsequently I have tried selling them locally, people who wear EUR41 cannot fit this shoe on at all. It is a EUR41.5, according to the box.

I recently visited the shop in person, being of a generation where I like to see what I'm buying (advice to unhappy climbing shoe-buyers... get out there and try them on; surely shoes have to be just right!)
The salesman Rhees (Rees?) made a big effort to collect a selection of pulleys and ascenders from their stock for me to look at; no pressure selling, always friendly, and when I said I'd check what I needed further at home and then probably buy online he remained professional and friendly. Again no pressure to close a sale there and then.
They had more stock to look at than all other outlets I visited too (3 other shops) and the items arrived after 2 days, all as expected.
So, all in all a great place who haven't lost the much neglected art of customer service; they have a loyal customer.

TLDR - very bad return policy, don't buy a shoe you are not 100% sure you are going to keep.

I had a very bad experience with returns: I ordered shoes of a new model with a shoe-size that I previously wore from the same brand. When the shoes arrived I was disappointed to see that they were a very bad fit for me. After only 3 minutes of trying the new shoes I returned them to the box and cleaned them to the best of my ability (the material of the shoes makes them hard to clean). I sent the shoes back (after confirmation from the store) and was disappointed that the store refused to refund me despite my explanation.
They did offer to send me back the shoes, but, with twice the costs of shipping and the fact that I'll still need to sell the shoes second-hand because they don't fit me, I refused the offer.

I ended up after I fully paid for the shoes, shipments, and in the end was even left without the shoes.

My conclusion from this, is NEVER to buy shoes I am unfamiliar with from them. The return policy doesn't really inspire any confidence whatsoever. Also, considering the process and the complete lack of understanding on their part I probably won't buy there ever again.

It is important to say that despite the unfortunate outcome, the representative was always courteous which is why the review is for 2 stars and not 1.

Crazy that this place has negative reviews. Couldn't think of a better place to get climbing equipment. Great prices amazing service by everyone. Would highly recommend

Product delivered within 3 days so not complaints. Responded to my enquiry on email however the email was somehow lost so just unfortunate, and no one available on the phone. Overall happy as the product is lovely.

My shoes arrived to what I would consider very damaged, one shoe clearly was worse quality than the other. I felt so disappointed as I was very excited. I shared photos with my local climbing group, all advised me to return the shoes. Bananafingers felt the quality of the shoe was acceptable. However, they did offer and accept my full refund covering the cost of the delivery. Other members of the climbing group have used them in the past with success. The customer service response was very fast I would say.

I am writing this on behalf of two of my best friends and climbing partners from South Africa who had an extremely disappointing experience with Bananafingers. They purchased and paid for two pairs of Scarpa Instincts, but the transaction turned into a nightmare. Although the money was deducted from their account, it somehow ended up in a holding account. They never received their shoes, and despite numerous attempts to resolve the issue, they have not been refunded.

What’s even more frustrating is the complete lack of communication from Bananafingers. No explanation, no apology, and no solution were offered. This experience has completely tainted my view of your business, and I will not be taking the risk of purchasing from you. It's unfortunate to see such poor customer service, especially from a company that caters to the climbing community.

Bought a pair of climbing shoes to be shipped to Kuwait. Now disregarding how easy it was to filter by shoe size, then price, see other people's reviews and BF's own sizing recommendation,,, what impressed me the most was how quickly my order was processed and sent to the shipping

Fantastic experience in the shop today. Very patient people we must have tried on 30 pairs of shoes between us and the staff were running up and down the stairs to the stock room constantly they must be so fit! They handled a busy shop attending to everyone but not being in your face with a sales pitch but there if you needed anything. They were knowledgeable without being patronising. It’s great to find a ‘proper’ climbing shop they don’t seem to be many any more. It was a hot day and we had dogs, we’d only meant to pop in but they let us bring the dogs in too which was a lovely bonus. We will definitely be going back.

We watched other people come in who’d ordered online and try stuff on and return it there and then or ask for other sizes and nothing was too much trouble, great customer service.

I recently bought climbing shoes from Bananfingers. The first pair weren't quite right - returning was easy and the refund was made straight away. Both the original and the second pair I ordered were delivered within a day or two of ordering.
They give a discount to Bluelight and students - getting a discount code is straightforward too.
The company were a pleasure to deal with and I'm happily wearing my new shoes.

Absolutely awful customer service. Brand new shoes arrived damaged, they haven't answered any emails and won't answer the phone. Still haven't been able to get in touch. Avoid at all costs.