Backcountry

I ordered a Kuat Vagabond X2 roof basket / bike rack because the price was right and I had researched this exact item along with several others. The X2 has integrated locks and a few other features over the others. I received a Kuat Vagabond X. I installed the product on top of my car and tried it out, not noticing the integrated locks were absent. After a few uses I noticed it was not the correct model even though the box it came in said it was the X2 model. I called Back country, they confirmed this is a known problem and offered me $50 on my account. They said they don't have any X2 models in stock. I wasn't satisfied so they said I could return it as long as it was still in "new" condition for in-store credit. They sent me a label. I told them I bought a bike rack because I need a bike rack, send me what I ordered and I'll send their mistake back to them. They said they can't do that so I say I can't recommend BackCountry to anyone or give a positive review. Buyer beware! I'm stuck with a $400 bike rack I didn't order; they can't help me by sending me the exact product I ordered from their website as advertised. They lost this customer!

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.

When I called, the sales person was great - he was helpful and spoke enthusiastically about the kayak I was ordering. He told me that the kayak would be shipped by "concierge" service, where the delivery driver would come to the door, unwrap the package and ensure that it was in good condition. Not the case! The shipping company they used (CEVA) was a week late in delivering the kayak. And, there was no (zero, zilch) packing material. The driver was surprised by the condition that it came in. Although not majorly damaged, it was scratched. VERY disappointing experience. Backcountry said they would refund me the shipping cost, however, it's been 10 days, and it hasn't posted. I would not ever shop this website again!

Initially, I was very pleased with my experience. I chatted with a representative, he was very helpful and got me set up with a new park snowboard in time to shred the spring season. The board came and it was backwards. I bought an asymmetric board and the toe edge was labeled as the heel and the heel was labeled toe edge, in other words, it was upside down. I immediately called and they got me a replacement shipped out that same day. The replacement came today, and it is another messed up "blem" board that they tried to sell as a regular. I called and talked to them this morning, they got back to me this evening and sorry, sorry we cannot do anything about the messed up board we sold you, all we can do is offer a refund. Great, take week out of my spring park laps, send me two boards with factory defects and offer nothing to compensate... Other companies sell defects boards at the defect price, Backcountry tries to screw you over and sells defects as new. Never buying from these sketchballs again, unless I end up with defective cash...

Save you time and buy from some reputable and honest

I had a Backpack reserved to purchase. They CANCELLED my order, sold and shipped it to someone else, then sent me an email AFTER saying my order was cancelled. I found this out the same day just a few hours later to pay for the order. The customer rep apologized profusely, but said there was nothing he could do. This was a discontinued pack that can not be found elsewhere. You would think they would at least call, email or SOMETHING asking if I still wanted my order before they sold it to another guy?
BE VERY CAUTIOUS with these people. They DO NOT KEEP THEIR COMMITMENTS.

I purchased a North Face jacket on 4/11/2017. On 4/12/2017 I got a phone call from an actual person at the company letting me know that my order had shipped. He also gave me his name and direct number and told me to contact him if I had any problems.

I did end up having a problem, but it was not with them. The shipping company delievered my order but not to me, and when I contacted them to find out where my package was, I was told they would come back in 2 days to help me "locate my package". Needless to say their customer service sucked.

I then contacted Backcountry, just to let them know that I was disappointed in the customer service of OnTrac, with no expectation of Backcountry doing anything, but just to let them know.

The person that I was chatting with online actually placed another order for me and had it shipped UPS to make up for the screw up. Well OnTrac eventually "located" the package at a completely different address and delievered it to me.

The fact that Backcountry was willing to fix the situation that really had nothing to do with them is not something you would normally find with an online retailer. I would recommend this company to anyone.

I'm surprised to read so many negative reviews. I ordered a snowboard with them years ago and had no problem. I just ordered some bindings and within a few minutes I had a voicemail from customer service just checking to see if I had any questions and letting me know I can return the bindings if I don't like them. I also received an email stating the same. We then went back and forth on email about riding in general. Very pleasant experience! Plus free 2 day shipping!

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.