Backcountry

I ordered a hat. It arrived in good order, but was one size too small. I called and requested an exchange. They provided a shipping label and I sent the hat back. After a week I emailed and the rep said "It looks as though your order was received and then labeled partially fulfilled. I am not sure why that is when it was only one item." The next day I got an email saying my refund was being processed. I replied by email saying I never asked for a refund, but rather an exchange, and should I just await the refund and then re-order? No reply for a week. No refund seen. I followed up on their chat client on the website. Another very helpful rep informed me my new size hat was now on the way. AT NO POINT WAS I TOLD I'D BE CHARGED AGAIN FOR RE-SHIPPING. THEY CHARGED MY PAYPAL AGAIN WITHOUT ASKING ME FIRST. I do not mind paying for the shipping, but I do mind having money withdrawn from my account without my explicit permission. Also, if I had gotten a full refund and re-ordered, I WOULD NOT HAVE BEEN DOUBLE CHARGED. Infuriating.

After being sent the wrong order, you Backcountry it my responsiblity to spend my time and my resources to return a shirt they sent me by mistake. And I don't have a printer. Because this was Backcountry's fault, I tried to have Backcountry send UPS to come pick up my package. UPS never came by, they didn't stop the truck to knock on my door, or leave a 'we missed you' note. Then I used the Backcountry chat feature again, only to be told to call UPS. Then UPS told me that they couldn't come by unless I paided them to. Why would I pay them to come pick up a shirt I didn't order? Then UPS told me I could drop off my package by simply telling them what the return tracking number was to bypass my lack of printer. So, after deducing that Backcountry was never going to take responsibility for this, I drove to UPS to see if I could drop off my package. But of course, they could accept the package because there no barcode to scan. Backcountry does not have a customer service department. I tried, and they have no services. It's a shame I'm not part of Backcountry's payroll so I could get at least half a day.

Support any other locally owned company but this one. Trying to destroy the Backcountry community. If it was possible to give them 0 stars, I would.

Order a Canada Goose parka in graphite. Johnny I thought was great sales rep until I never received order email. After 3 hours I decided I should call. The rep told me I need an authorization code from my cc company? Really how was I suppose to know this. Asked to speak to manager(Latisha). She told me its standard practice and I had to call my cc company for authorization code. I asked for her to hold while I called she reluantly agreed and told me to hurry she didnt have time. I explained how was I suppose to know this and she stated an email was sent to check my spam? Really who checks their spam on a daily basis. Credit card company says the company needs to call for the code. Latisha had no idea that she was suppose to call no the customer. Anyway got the secret code. Latisha processes order and sends email with wrong color of coat then originally ordered! Really. I call back and now the rep tells me Latisha is in a meeting. Right! She finally gets on the phone and tells me the originally color is sold out. Why did Johnny order it for me then? No answer from Latisha. What I learned from ordering from backcountry. There customer service and s horrible, their sales reps untrained and their management is not customer service oriented. Latisha had no answers and this company is very questionable. Not sure how they are stilll in business if they cant process simple $925 order. I would have been waiting for this item forever if I didnt call. Do purchase anything from them. Very unprofessional and scratchy.

Attempted to chat to resolve an issue and was passed around, waited over 30 min and finally gave up. This happened twice in the same day.

Ben at Backcountry.com went out of his way to ship gear to me before my trip. Helpful courteous this guy knows his stuff. I'm stoked!

David

Do not spend your money with this shady website. You'll never get it back, even with legitimate efforts.

In March 2022 I bought some Salomon sneakers through your website that cost me $169.95 and when I received them I realized that they came with a small tear in the toe, I sent a claim and they responded immediately and told me that they could send me new ones the same if I wanted and I told them that for the same reason that they had arrived defective, I no longer wanted the same ones, I wanted a different brand, and I selected some On that cost $157.63, that is, a difference of $12.32 Dlls and so I let it go for a few weeks, and in These recent days, I called them to give me that difference in a new purchase and they told me that it was not possible, because it seemed to them that the price of the sneakers had been the same, and I told them that it was not true that I had the confirmation orders where the prices came from and that evidently there was money in my favor that they had to return to me, in the end they told me no, that is how errors happen and that there is nothing that can be done.

I prefer to shop on smaller sites like this, over giants like Amazon. Customer Service is comprehensible.

Quality goods and reasonable prices, considering todays inflation. Shipping is fast and never had issues with returns.

Order a gift on 11/23 to delivered by 11/30. They have 4 different shipping options with one being the next day and 5-10 days for Free shipping. I chose two days and paid an extra 18.00. I reached out to them on the 28th and they had not even shipped package yet. So I asked for a reasonable solution refund me the shipping money or don't send the item. This is what their customer service said to me: "

"You are completing misunderstanding how the ordering process works and your entire frustration is due to the false expectations you created. To be clear, you have been wronged in no way. You chose a delivery that estimates two days. To be even clearer, the "delivery to your house in two days" you are referencing is something you have made up. The information we provide states that the shipping timelines on the website are an estimate for how long, in business days, the shipping of the package will take. There is no information that leads you to believe the timelines are a guarantee that a package will be at your door in that amount of time after purchase. Given that the order was received the day before Thanksgiving, it logically makes zero sense for the package to be delivered to you by Friday.

You have in no way been gracious, and instead created a false narrative for you to play the victim.

Sincerely, James

Anyways, there's an example of what a T-shirt will cost to have 2 day shipping - the hat was $18. I requested to have my shipping refunded or just don't ship it since you haven't already and refund my money. This is their interpretation of what next day and two day shipping means. I also requested a reasonable solution to a total shipping integrity issue - buyer beware scam shipping policies.

I ordered a sweat shirt 1 size bigger than the size chart they provided suggested, still way too small. Poor quality for the price i was charged.

Clearly this company doesn't know the type of people that live for the outdoor. The petty crap they are trying to pull is aweful.

I wish I could give them zero stars. I won't be spending another cent at backcountry.com. They used to be an ok business, but not anymore.

This is the worst experience I have had with e-commerce. I placed an order of a snow helmet during thanksgiving sales on Nov 28th. First of all, I could not add the product to the shopping cart. I had to use my friend's laptop to add the product to my shopping cart. Secondly, two days after I placed my order, I got an email notification saying the inventory is sold out. I tried to contact their customer service, so-called "Gearhead", but they are always very slow to respond, each response can take them up to 4-5 minutes. Also, the Gearhead chat page crashed. I was reconnected 3 times, so I had to go through the same pain of waiting for them and explaining everything again. When I received my replacement order, the helmet didn't fit. I had to contact Gearhead to get a return label for free, which is another 20 mins conversation. The most important thing is once my return arrive the facility on Dec 8th, they didn't send any notice for receiving return until I contacted the Gearhead again on Dec 14th. The Gearhead told me it takes them 3-5 business day to refund, however, I have still NOT received any refund as of now on Dec 22nd. I had to contact Gearhead again today on Dec 22nd. It took the Gearhead 30mins to tell me a full refund is applied and will take 3-5 business to be back to my bank. I hope I really get a full refund. STAY AWAY FROM BACKCOUNTRY.COM!

Calling SLC is a true pain in the A**
Fyi, Park City answers in 10 seconds and has access to SLC inventory... I will NEVER CALL SLC AGAIN. They SUCK on the phone service end. After you listen to the redundant pain stacking music tract with B.C. SLC while they attempt to market you over over the music. Geeze, that is painful. EVERYONE in the company should be required to listen to that for 10 minutes to start each day so they understand how we as customers can rise to the level of frustration when the call is finally answered by a human with an aweful head set... and an agent that just keeps repeating themselves rather than addressing ones request. TRULY
3 calls to SLC today before reachind a rep in Hawaii via TEXT that doesn't have access to "In Store" inventory so no help there and you can't TEXT SLC so I called Park City, they have access t0 SLC inventory and answered in less than 30 seconds... I will NEVER CALL SLC AGAIN and TEXT to Hawaii is very limited in thier abilty to assist.

Bad bad experience with an item that i tried to return and they refused to refund or exchange.
Never do business with them again.

This company exercises poor business ethics, using their attorneys to sue every company using the word "backcountry" in their name. Shop elsewhere!

I ordered a women's small columbia jacket. I got that jacket but in a kids small instead of a women's small. Shipping was good though.

Horrible everything. Please do NOT buy from them. Scam. Horrific rude service, discounts don't work.

Ordered boots for my husband and they arrived the next day! Great price... Much lower than any other site. I will order from them again.

Prices are high, coupon didn't work, won't price match and the "free shipping" isn't real. What a joke

Just received my shark skin jacket and was very impressed. Will be defiantly shopping for more products.