Backcountry

Ordered skate shoes but they aren't true to size so they were too long but tight. I told them I just needed to return them & was assured I'd get a complete refund...
"We guarantee your total satisfaction and offer a world-class returns policy. New, unused gear can be returned at any time for a full refund. Used gear must be returned within 30 days of delivery for store credit." I called to let them know I would be returning the shoes & was told I would get the full refund. When I checked my bank my refund was $6.99 less. When I contacted them they stated they had the option to withhold $6.99 for returns.

My City Storm Down Parka from Patagonia is excellent. I am gratelful that the linings are nylon --because I am allergic to polyester. Two recommendations: more generous fit for lower half of coat, and slanted lower side pockets to warm hands. A MAJOR complaint is the plastic zipper, which is difficult to engage, and will probably prove to be NOT durable over time. Why skimp on a plastic zipper on such an expensive coat, and not provide a good, durable metal zipper?

I shop around extensively before making a purchase, and this site had the best price on a child carrier hiking pack I was considering. I bought the pack and used it for a hike, and noticed a design flaw that was causing my son's legs to chaff. I requested a return to be processed for the pack, and I was emailed a return shipping label and authorization number promptly. I was issued a full refund once they received the pack. Great site and customer service. Couldn't ask for better.

I recently bought a pair of snowboarding boots from backcountry.com that were advertised as "true to size." I tried them on when I received and they were at least a size too small, could not even get my foot in there. I talked to one of their "gearheads" and they said I would receive a full refund for the purchase. I put them directly back into the box and shipped them that day. Here is the return policy listed on their website:

"Unused gear can be returned at any time, with proof of purchase, for a full refund to your original method of payment. Unused gear must be returned in the condition you received it and with the original box and/or packaging, including manufacturer tags where applicable. If the original method of payment is unavailable, we will issue your refund in the form of store credit."

When I followed up with them, they said the gear was "used" because I tried on the boots. The new "gearhead" was super rude, and said that they weren't new because I tried them on. Lol. They also blatantly lied and said that the box was "full of glitter." Well that's a red flag for a company to be waiving. Do yourself a favor and go to a more reputable shop, like evo.com where I've never had any issues. Backcountry.com will straight lie to your face over and over again to keep your money. What a disgrace.

I have used backcountry several times and once upon a time they did ok was able to correct an order and still get it to me on time. Recently i place an order and was expecting 2nd day when they filled the order i notice they switch my shipping to standard priority mail the only reason i purchased was for the 2nd day shipping. When i contacted them the girl came on didn't know what say of the week it was and tried to tell me she couldn't do anything and its on the truck. This is bs at it's best. They no longer seem to care after they get your money. This is my last order with backcountry.

I would give -stars if possible! My bank just allerted me that there was weird movements in my account. I bought a jacket fod 60 dollars and was charged 2.000 euros on my account! I am serious. It's a complete scam. Beware

I recently bought a Northface hoodie from these guys, threw out the tags and even wore it, only to realize it didn't fit like the Northface store one I had previously bought. I called Northface directly and they told me that Backcountry.com was indeed a reputable store and carrier of their merchandise. So I took the chance of contacting Backcountry at 4:30am via chat on their website and they said they would exchange for the correct size even without the tags and free of charge to me. Surprised the hell out of me! I highly recommend this store and will do business again.

This company is for you. Have placed over ten orders... each one was ridiculously delayed to the point I had to buy duplicate products at REI. Their return and refund process was equally ridiculous.

Do not buy anything from Backcountry horses. Terrible return policy. It cost me $26.60 to return pair of shoes. Stay with REI, or Amazon the best companies for return merchandise

Purchased an on sale SRAM cassette from this company, waited over a week and a half and never received it. Tracking ID said "Waiting for pick up" and I had to contact the Support team for more info. Rep ended up placing another order for me, NOT refunding my original one and sending me a new tracking number. I had to contact Support AGAIN to request a refund. Now I need to return the item as I don't need it anymore because of the delay annnnnd find out that they charge $6.99 for a freakin' UPS return label.

Avoid this company at all costs.

They sendt me the wrong item. They sent me something that was similar, but cheaper and definitely not what I ordered. It appears that someone at Backcoountry switched the tags. I had to contact customer service twice. The first time, the rep went MIA mid-chat and the chat timed out. The second time, the rep was so slow responding that there were several times during our chat that I thought it would time out. Then instead of fixing the problem, they billed me for the item a second time... which means they charged me tax twice for a mistake that they made.

Backcountry are AWFUL - shop elsewhere. They charged my credit card three times, shipping was incompentent and delayed, and they claimed I didn't get a rebate I should have gotten, so they basically stole my money.

I placed my order in time for Christmas (barely) but received confirmation of delivery before Christmas. THE ORDER NEVER CAME! My account was charged but gifts for my children never arrived. Checked status after Christmas and Backcountry CANCELED my order!? When I called to ask why my order didnt arrive, then was canceled. They apologized and offered to resubmit my order (at full price) and as a gesture of apology, they offered me 30% off of any ONE regular priced item.
THAT was the best they could do for greatly disappointing my family's Christmas. 30% off a reg priced item? They offer better discounts on their website all the time.
I gave them an opportunity to make it right / keep my business and they basically told me to take a hike.
Kind-ish to speak with but very very poor attention to customer satisfaction.
Definitely dont count on them for anything important.
Disappointing.