Backcountry

I wish I had checked reviews before ordering. I ordered a kayak on sale. I was reassured 10-14 days to get it. The kayak was supposed to be in their warehouse 3 hours away so I felt that should be plenty of time to get it to me. Shipping company now has it sitting in their warehouse 2 hours away. They were supposed to deliver last week and that didn't happen. Then I got an email to schedule delivery. Only they don't answer their phone, no voice mail and when I try to email they say my email address is invalid. I frantically called Backcountry 3 times and they told me once the shipping company picks up it is no longer their responsibility. Really? If I have a business and my customer doesn't get an item from me I consider that my problem and I would be on it to correct the problem. Now I don't have my gift to my son for Christmas and no one cares. I guess they have my money so too bad? I am very angry.

I bought 7 items and they send me nothing saying changes where made to original order. I receive a package and it only has one item in it (the one that was the worst deal and I wanted the least). After calling they say that they marked prices too low but sent me that one item as a curtesy. I asked did they sent me an email and the rep just said that would have probably been a good idea. Terrible business practices. Avoid this company.

I ordered a pair of shoes and sent them back via the UPS return label they issued for me on January 16th 2023. They issued my refund on February 13th 2023 (28 days later!) and that's only because I contacted them twice! First time I contacted them was in late January where they said that they received the package, they are processing it and I should receive my refund in a few days. Second time I contacted them was on February 13th where they issued the refund. No explanation, no nothing. The cherry on top was that they deducted $6.99 as a "return fee", which I didn't see anywhere in their website! Comparing that to Amazon return policy, this is trash. Will not order anything from there again.

I read a number of reviews here before I placed an order with this company and was somewhat hesitant to order because of the negative ones I saw mixed in with the positive reviews. I ordered an expensive handbag from their online site on Jan 15,2017. It arrived well packaged and was just what I wanted. When I experienced a minor problem with my purchase, customer service was very attentive and helpful. I would not hesitate to order from this company again! JRWS

So many excuses and different answers from different employees about where my original package is abd when and if a replacement is coming. It's been almost a month with no replacement and now my items are out of stock. So frustrating. Do not order from them!

Has no idea how to process or accept an order. Has no idea what a product is or the ability to give a product. Absolutely asinine of a company and should be burnt into the ground. Incompetent workers, incompetent management, incompetent company. Absolutely worthless people. Learn how to do your job or get tf out. Pitiful it's still a company after such $#*! they put people through. Bankrupt this company by buying products and cancel charges. $#*! these people.

Poorly run company in every way. They can't even depict their inventory correctly.

I ordered an MTB jersey. They sent the wrong one. I sent it back and got a replacement. It didn't ship. So I contacted them 2 weeks later and they sent a third replacement. It arrived, and it was the wrong Jersey again.

I Contacted CS yet again, and they said the photo of the item I had bought was outdated, and it was different version now.

I will never buy from Backcountry or its other companies (competitive cyclist, motosports) again.

Wow, how badly the customer service at this company has slipped. I ordered a pair of (expensive) Danner shoes and they showed up on Dec 29th used. I don't mean just dirty either. Stained and smelly with oily feet marks in the soles. I reached out and provided photos and the rep stated that the refund was issued and I should see it in 3-5 days. Well, it's now been 13 days. I have spoken to two more reps who just keep telling me to be patient and that refunds are running behind because of the holiday?! Obviously any sane person knows that if a refund is issued, a holiday doesn't matter! Also, every time I reach out to their CS its an hours long experience, so now I just have to keep leveraging if I want to wait or power through their completely unhelpful CS. I used to shop this company for almost all my outdoor and yoga gear, but I will never give them my business again! AWFUL

Ryan is fantastic. I always read the reviews, but rarely post one unless I'm really frustrated. This is not the case and I felt compelled to write this review simply because the service was fantastic. With Ryan's vast knowledge of both the products and the outdoors... and his patience, I was able to determine what gear I needed in addition to trying to figure out which tent was best for me. It came down to the BA copper spur hv lv 3 vs the nemo dagger 3p. I ended up going with the BA because the doors are bigger, it vents better, has more places to hold stuff and more storage in general. I highly recommend backcountry.com

I bought two bike tires that I didn't like, I returned them for a credit. They now have the tires as confirmed by UPS. Backcountry tells me that it will be several days before I receive the credit. They will not let me know when the credit is issued. They have no explanation why this will take so long. The service is so much better at a company that begins with the letter A. I was telling all my friends what a good company Backcountry is, now, not so much!

I ordered skis (5 days before Christmas) for my wife for Christmas with free next day shipping. I received the order confirmation and waited for its arrival but it didn't show. Early Christmas Eve I was worried so I called backcountry.com to see what the status was on my order. They casually told me the item was out of stock. I was never contacted by phone or email about this. I was upset and was casually told that if I wanted I could get a different size but it wouldn't come till after Christmas... but I would get free shipping. I wasn't offered a discount or anything else and knowing I could get the same deal from other places that they were offering me after they royally screwed me didn't seem like good customer service.