Backcountry

I ordered Hoka Bondi 8 Coral size 7, after false advertisement that I'd get a 15% off discount, which I didn't, only to find a pair of white biking shoes being delivered instead! Different kind of shoes different brand and different color! How can you mess this up?

Thought I bought a new jacket, but when it arrived it was clearly used. I contacted customer service and they offered a $15 refund or $25 in store credit. I don't understand why they would accept a return from someone if the product was used. I don't think it is fair for BC to then sell the product as new. They could at least let the buyer know the product is in used condition. I will never purchase from this site again.

Do not give backcountry your money. I placed an on-line order on January 12 that was split by backcountry, after being repeatedly assured that I would receive the second part of the order. Over two months later and I do not have the second part of the order. I have sent over 12 emails and of those which received a reply the "gearheads" showed poor customer service by making excuses over and over so as not to honour the order. Do no waste your time or money with backcountry

I ordered a shipping rod, found it at a price $20 less than retail price, but when It arrived, it was send in a flimsy flat box, with no padding at all. The rod was snapped at the tip and the ceramic eyelets were broken also. I contacted customer service and they said they would pass along the info to the shipping department, and sent a replacement 2 day FedEx. The second rod came, but it was shipped in the exact same box, no padding and was also snapped at the top.
I contacted customer service again, they asked for photos which I sent right away. They put me on hold for a while and when they came back, offered no apology, way to correct it, just simply said, " we're issuing a refund" no other words. I had to ask a few questions to clarify that they wanted me to send them back with two different return labels. So now it's been two weeks, I have to wait a bit for my refund, and I have to drive them to a upc store in another town to return them.
Long story short. Back country is not the spot to order from, and I will shop at academy or bass pro and avoid this place.

As others have stated, I almost was turned away from Backcountry by all the negative reviews. But I couldn't find what I wanted on sale elsewhere, and I didn't want to pay full price, so I decided to take a chance.

Most of the negative reviews are about the return process. So I was very careful to read the item reviews and size charts. I got what I ordered within just a few days. I paid less than half of what it would have cost elsewhere. I am very happy with my purchase.

I bought a Puma/flylow ski jacket for my daughter and first time came without a fleece lining and on their and other websites it clearly says that comes with fleece lining. I did exchange and they sent a second jacket again without a fleece lining but this time claiming that jacket doesn't come with lining. It's a $324 very thin jacket looking like a windbreaker and it's not even worth $30. The customer service was very unfriendly and supervisor never wanted to come to the phone. My friends and I will never buy from this company again.

One of the worst customer service dept. I have seen online. Tried 4 time to get them to respond to a late order and just ignored me. They will make promises and then deliver 4-5 days later than promised. Going back to REi.

Was afraid at first to make on order because of the bad review, but eventually I placed an order and had a good experience.
Received 2 separate packages from the same order, both had a tracking number and arrived just as predicted.
I must add that I bought only cloths, nothing that can break or get damaged in shipping, and all the sizes were correct.
Didn't need customer service

We ordered two Patagonia backpacks that were heavily discounted because the color had been discontinued. Backcountry.com shipped next business day. We got the free 2 day shipping. They were able to ship those UPS Ground to our Atlanta address by using their Virginia distribution center. They arrived via UPS is 2 days as promised.

The backpacks are is perfect shape, in the original unopened clear bag that Patagonia used. All tags are in place. "Newer" than picking one up from off the rack at our local outdoor store.

So happy, we ordered another discounted Patagonia pack from them in a larger size.

Over a 5.5 week period I ordered a jacket as a present for my wife 3 separate orders and received the incorrect size each time. They have NO process to verify if the *next* order will be the correct size.

This is too bad because 15 years ago they seemed like such a great company.

I won't be a customer of theirs ever again.

For Christmas I bought my son a jacket he wanted but got the wrong size. I sent it back and was denied an exchange because the paper tag had fallen off and they claimed that I had "worn" the jacket. The jacket had never been even opened up. The returns department claimed there were spots on the jacket and denied giving me a different size. When using their live chat feature, I waited for over 30 minutes, their system disconnected me twice and then the lady said, "we can't help you." I will never buy from this company again.

I ordered a Saris Bones 2-bike hitch rack on the evening of July 20,2020, and it arrived before lunch on July 22,2020! I had seen negative reviews about shipping so I called the company. They were extremely helpful and made sure the item was in stock and stayed on the line until my order went through. They went above and beyond. Thank you so much! Bike rack is perfect!

We ordered a pair of size 9.5 men's shoes and they shipped us size 10. Returning them is next to impossible. They send a response email asking you to click on a link to see how to return. The link does nothing but bring you to their site so that you can make another purchase. No return information whatsoever. Bait and switch scam artists.

Staff were over-worked, management did not care at all. Saw employees terminated under the most ridiculous of circumstances - was not legit, just trying to cut costs without giving severance packages. Upper management lied about time off, had salaried employees working over 80 hours a week. A company run by $#*!s - this isn't even a last resort job, just don't work here.

Did you know *******@backcountry expires your refund credits after a year?

They removed $650 credit from my account because I didn't spend it fast enough.

Backcountry.com is awful customer service, they're a bunch of thieves! Order #b*******728

My item was paid for 2 day shipping. After 2 days my package didn't even leave their warehouse yet. I've heard a lot about this company taking longer to ship items. I absolutely will never go through them again.

Their prices can be matched so many other places on the internet. We need to stand up as a community and let this company know that corporate bullying against our true backcountry comrades is not only wrong but has a PRICE! Their practices show that they don't belong in this industry.

Ordered from Backcountry for years. Used to be if there was an issue, they were particularly helpful. Not sure why, but they are failing now.
Placed an order 2.5 weeks before I needed it but package got stuck in shipping limbo. It was shipped partway, then stalled for 1 week with no scans or movement. Their Mail Innovations shipping is the worst.
CS Rep John was useless in resolving problem, and full of douche attitude. Really unprofessional and hard to communicate with because he seemed to be stuck in bro-brah land.
Order still not delivered. I suspect they will eventually give me a refund, but that alone takes a month or so.
Can't imagine why I would order ever again, when there are so many other really good e-commerce companies.

Don't shop here until they stop using "UPS Mail Innovations" for shipping. UPS Mail Innovations (business name brought to you by Prestige Worldwide) has a proclivity for losing packages. If they don't lose your shipment, you can expect it to take at least two additional weeks in transit, and the tracking number changed mid-way so all you'll know is that it's being held--or perhaps not--at a storage facility somewhere.

Are you ordering for that camping trip you'll take in three to six months? Well then give Backcountry.com a shot; they'll probably have your order to you in time. Do you want your gear shipped to you in a reasonable amount of time? Try REI instead.

Failed to be told I'd be charged for using shipping label for exchange! Still waiting on credit for 1 of 2 items shipped back together in 1 package. They are trying to tell me they were received separately! Poor customer service in return dept. Really too bad because I had great ordering and receiving experiences but now will not order in the future!

Backcountry.com is suing a large number of small businesses who use the term "backcountry" to describe their products or services. It has even gone so far as to sue Constellation Outdoor Education over a women-focused avalanche education clinic called Backcountry Babes. A greedy, corporate bully.

Purchased Kayak 12/25/13, came with broken paddle holder, 6 months later - still no paddle holder. Spoke with 4 "gear heads" & was told by all of them that they would call me back. Yep, you guessed it, not 1 single phone call! Seriously disappointed... NEVER again! Too bad, because I need another Kayak, 2 paddles, & a double rack. That's about a $1500 sale they lost because of poor customer service.

They said, "Unused gear can be returned at any time." However, they will find a little dirt to reject your return item.