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Mike in customer service was incredibly helpful and had eternal patience as my daughter went back and forth on which backpack she wanted. The price we paid was the best out there online and shipping was fast and free. We can't wait to shop here again!
I have made a purchase from Backcountry before from Canada and the shipping took a long time but the item arrived eventually and was as expected. This time, I was able to find a price match for an item that I wanted to buy and was thrilled because the cost to ship to Canada is quite high, but the pack that I'm looking at was older stock so few websites sell it, and of them, not all will ship to Canada.
Enter the most thick, impossibly obtuse sales rep I have ever spoken to: Matt A. In a series of run-around responses, he refused to honour the price-match policy that's actually written onto their site. It's absurd. Apparently, the competitor's warranty doesn't match Backcountry's, so they would not price match the item. That would be fine, had it been written into their site but it is distinctly not there. It's just maddening enough to make me drop the cart entirely. I'll keep looking elsewhere.
Backcountry is a super place to shop for all great brands at reasonable prices! High quality, very friendly and helpful, excellent array of great products. I highly recommend Backcountry. I have been a customer for over 3 years now and I am a loyal customer! A+
Main points making up my 2 star rating:
I ordered over $50 worth of products on a Thursday qualifying for 2 day shipping. I didn't expect my packages to arrive on Saturday but did expect them to come on Monday. They didn't. They didn't come on Tuesday. I called the shipping company OnTrac but couldn't get a live person to talk to. I called Back Country. The service rep (Tracy?) told me that he would issue a refund if I was dissatisfied with the fact that my packages had not arrived when I told him I was eagerly waiting for them and was wondering when they would arrive and why they had not arrived yet. I really wanted my merchandise but the CS rep made it sound like I was calling just to get additional store credit (which was not my intention at all). He suggested refunding my purchase several times since the package was late even though he knew that I was eagerly waiting for my packages. I ended up returning the packages for a refund but still have not received my refund and it has been a week.
This review is not for the actual products but the service experienced I encountered.
I am so impressed with Backcountry's customer service. I talked to this angel Miranda who not only was patient with me while I went back and forth trying to decide what I wanted but she gave me an extra 20% off my final purchase! My things arrived today and I found a $100 gift card for a wine company, a free uber ride gift certificate and a $20 gift certificate with blue apron! I am astounded. Just her being so friendly and helpful was enough and then I get all these fun bonuses! And I love what I ordered, perfect fit and feel! I will always shop for my gear at Backcountry. Love these guys!
They advertised current year stock and i received last year's ski pants. I informed them and they just said return them and that was it. I checked their site 2 weeks later and they still advertised their pants as current stock with the picture of the current stock pants. They just wanted to get rid of their old stock. Backcountry use to be awesome but now its the last place i would shop. Shame
Failed to be told I'd be charged for using shipping label for exchange! Still waiting on credit for 1 of 2 items shipped back together in 1 package. They are trying to tell me they were received separately! Poor customer service in return dept. Really too bad because I had great ordering and receiving experiences but now will not order in the future!
I love them. Their prices are great, their sales are awesome, their shipping is quick. They have all the brands I need to buy, they usually have a decent amount of stock, and they have a large variety of merchandise. They also usually have a high percentage of money back if you shop through Ebates.
First time ordering from backcountry.com
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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
I purchased my spouse a Northface winter coat for a Christmas gift and UPS delivered to the wrong people. I contacted Back Country and their Customer Service Agents was sympathetic and resolved my issue promptly! I would do business again and recommend.
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.
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.
Best customer service I have ever experienced. Quality products, great prices.
Confirmation emails were lightning fast and 3 orders I made were sent out same day even during busy holiday season. Well packaged. Pleasure doing business!
Suppose to order from North face direct but it takes 4 to 7 days for them to ship Free so I googled and found Backcountry.com. Not only did I get cheaper North Face items ( got 20% off) but they assured me of Free 2 days shipping. Just want to say thank you to Backcountry, I placed my order last Sunday Nov. 15 and expected delivery by Nov. 18, got it today! 2 day shipping made it! Kudos to its customer service Candel for being so gracious and helpful. Yes, I will order from you again!
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.
Quality products and fair prices. Sometimes you can't find the specific product you need from an amazon or something. Backcountry specializes in out door apparel and gear for the active person. The online outlet I have found to be very fair prices and great selection.
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!
Send me the wrong items, and refused to send the right items to me. I ordered a bag, and received a beanie. Customer officer did not want to reply me in the end.
