Backcountry

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I Contacted CS yet again, and they said the photo of the item I had bought was outdated, and it was different version now.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

Placed an order on a Sunday (shipped on Monday), and received the correct order two days later. Order was correct and items were as described. The only issue I had was with the website layout and information provide. It was tricky finding some of the specs, but I found the item reviews very helpful.

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

Crock of $#*!! Thought I was buying from an American company since their fb page has a bunch of Americans plastered all over it! NO! Came from Asia, product wouldn't even fit over my shoulders! Looked NOTHING like the photo! Horrible quality with a hoodie that's legit see through! I'd be shocked if I get a refund!

As an avid snowboarder, I was very disappointed that Dogfunk no longer exists and has been become a part of "Backcountry".
Less competition = higher prices. DogFunk was my favorite store, backcountry can suck a D.

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

Order 100 dollar Northface jacket that the was on sale. Via FB ad. Backcountry sent me a 100 dollar Northface liner. Then when asked for refund, no problem. A week and half later still no refund. Called three times, three different story lines from CS. Incompetent! Will order directly from Northgate for now.

Returned merchandise and they received it on Feb 24th. Still waiting for a refund. Several emails and phone calls unanswered. Last email received stated, "I will remind the person in charge of refunds." This company is a scam. BBB was contacted and next action will be with the attorney general.

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.

I ordered an item for Christmas. I contacted them multiple times and kept being told there was a delay so, I cancelled the order and requested a refund. Still waiting for my refund... BEWARE! This place is a scam!

I have only ordered from backcountry.com once. Received item in great shape and quickly. I kept my sunglasses that I ordered and didn't return. So I can't comment on returns dept. website is easy to navigate. Recommend. Only gave them 4 stars since I have only used them once so far.

I placed an order for 4 items from their website, my order was confirmed and I received and email stating that I would receive it in two separate packages. Days went by and I went back to the site to check my order status. To my surprise there was only on item listed that I had ordered. I called steepandcheap and explained my situation. The customer service rep stated that the price on 3 of my items was too low and they took them off my order! WHAT! If you list a price on your site... and I purchase the items you are committed to sell them at the listed price... you cant go back after the fact and say "no we dont want to sell you those now because the price was too low"... this is out of the mouth of the reps manager. I will never buy another thing from Steepandcheap or their parent company www.backcountry.com! False advertising and poor ethics...

I got a wetsuit as a gift and the size was too big so i asked to exchange it. The guy said it would be faster just to return it and then he would just do a new order for the smaller size. He also said that he would price match my original on sale item. I got refunded but never got my new wetsuit. I called a few weeks later and they said that there was no new order placed and that they can't give me my original price on the item because it was a return not an exchange anymore. Essentially because i already got refunded there's no way to match the price. That is not my problem that they messed up on their end. I don't want to pay an extra $40 on a wetsuit that's already $200 even if they'll wave shipping costs. I'm looking for a wetsuit elsewhere

I went to Backcountry to buy some Clarks Desert Boot 2's in Sand. The picture on the website showed the Original Desert Boot, but when I did a customer support chat, the person assured me the web team had simply put the incorrect picture online, so I ordered them. When they arrived, they were indeed the Original Desert Boot. Cost me $7 for the return of the wrong product being sent to me. BTW, just checked, and they have now correctly updated the website. Still cost me $7.

I should have looked at these reviews before I called back country. They said they would have a snowboard knowledgeable guy call me back in 5-10 minutes. I called 30 min later to see if they had forgotten; they said he was still on the phone with someone else and sometimes their phone calls are "really long." That was nearly two hours ago, still no call. No one calling to say iit was taking longer than usual or anything to keep me interested in waiting around.

Ordered a North Face jacket for my son. It didn't fit so I paid the $6.99 to return it. (Tags still attached). I received an email it was received and I would be refunded. A month passed and still no refund. I email and am told it takes 3-5 days for the refund to go through. I write back stating it's been a month. They then tell me that I'm actually not being refunded because the jacket was returned "used" and had a mark on the back. They offered a $37 credit for a jacket I spent $60 on?!?! I responded that is absurd and asked how to appeal the decision. No response. I write again asking how to go about appealing this decision. No response. I call them and get disconnected. I call back and am told they can't help and will transfer me but again I'm disconnected. This company is a disgrace.

I do almost all my shopping online (Amazon, Target, Kohls, etc.) and am hesitant to try an unknown website. While looking for Darn Tough socks, I found Backcountry.com but was worried about taking a risk with this site, especially after reading some negative reviews. However, I placed the order and have had all great experiences since:
* Immediately after placing the order I chatted online with Mackenzie E. To make a quick change and she was very helpful.
* The order arrived on time today (2-day shipping).
* One of the pairs of socks was the wrong size. I called the 800 number and spoke with customer service rep, Dallin. Similar to Mackenzie, Dallin was extremely helpful and, as a result, I'll be able to exchange the socks for the right size with no shipping cost. I would highly recommend this company/website!

Amazing service and quality. Customer service was very helpful, i had to make an exchange and they handled it very well and also got it to me in time for Christmas, and it was ordered two weeks before Christmas. Will definitely do business with them again.

I was shopping for our High School's Graduation lock-in attendance prizes and we had purchased 10 NorthFace backpacks from a large outfitter who gave us an addition % off the clearance price. We need 10 more of them in when I found backcountry.com. I read the reviews and wasn't quite sure I wanted to order. Through chat, I was able to email them my receipt and they price matched the great deal we had received! They processed our tax exempt order quickly and the order was sent free 2-day shipping. Everything was received as ordered with no problems! I will definitely order from them again!

Absolutely awful company. A friend recommended I order a brimmer long bill hat by Northface from them. After waiting 3 weeks I chatted with a representative to see why I'm receiving no information on my order and why it may have been canceled if it was. I was just told they are "uncomfortable" fulfilling the order without any further explanation. The hat is now sold out but I wasn't given any information beyond this chat. Awful company to deal with and I will be sure to NEVER attempt to purchase a product from them again.

Very poor service on large size items. They do not ship for free and they do not ship as promised, not upfront about 2 week delivery time, they do not tell the truth multiple times, shipping company does not provide correct tracking info.

Really bad customer service! They don't care about the customer issues and order delays. They even mislead the customer into re-shipping when the item is not in stock and don't care about informing them about it while you'd be awaiting the package. Called them 5 times for 1 order and then finally had to cancel it. Also, they have the worst kind of delivery service.