Backcountry

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.

I recently purchased some hats from backcountry. The next morning I noticed my bank had reached out to me and said that Backcountry charged my card again. When called back country was Unapologetic and no one would take responsibility

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.

Has no idea how to process or accept an order. Has no idea what a product is or the ability to give a product. Absolutely asinine of a company and should be burnt into the ground. Incompetent workers, incompetent management, incompetent company. Absolutely worthless people. Learn how to do your job or get tf out. Pitiful it's still a company after such $#*! they put people through. Bankrupt this company by buying products and cancel charges. $#*! these people.

The last FOUR times we have ordered from backcountry owned sites, they sent the wrong thing. Then they continued to send the same, wrong item back and forth. Tried to charge for return shipping until we complained enough to get them to cover it. Only gave us store credit upon return. Most recently sent me an completely unrelated item when the item I bought was no longer available, instead of just telling me it wasn't available.

This company is a train wreck and cannot get their act together, I'm done ordering from them.

I was a bit hesitant in ordering from all the bad reviews but Im glad I gave backcountry a shot. I brought a few items during their extra 20% sale. Shipping notifications was sent out within 2 days and I got the package the week following. Everything was neatly packaged and they threw in some stickers which my kid loved. Unfortunately I ended up having to return 2 of the items and I contacted the "Gearheads" to help me with it. I closed the chat by accident but the Will followed up with me via email to finish up with the return. I sent my package out via UPS and pretty much got my money refunded the following week. Very satisfied with them and I've placed a second order again since they had the extra 20 sale this past weekend^_^

I have been calling every week for 2 months and talking to different people every time. I have the order number and RMA # and confirmation email they received my return (which is in perfect condition) but for some reason they will NOT refund. First and LAST time I will ever buy from them. This is exactly why I prefer Amazon!

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 have spent over $1500 on backcountry.com in the past two months. For the most part, things were fine. I ordered a Patagonia jacket but it arrived missing the patagonia tag in the front. I called and they wanted to verify so I sent a photo over. They said they would initiate the return process. I asked what they would give me if I just kept the jacket. They gave me $20 store credit. I followed the directions and tried to apply it next time I made a purchase, but you could not find the store credit anywhere. I made the purchase anyways. I emailed them again and they said to call and a gearhead can help me apply the credit next time. I did that a few days ago. They applied the credit. I was debating whether I wanted to go through with the purchase, so I waited a couple of days. I finally made the decision to purchase. Everything looked fine on the final confirmation page before purchase, the $20 was included. Once I clicked purchase, the final confirmation did not show the $20 credit. I called them right away hoping someone could apply the credit. The person said her system appears to be down. I should call back and talk to someone else. I called back and another person said the same thing. So now I need to remember to call back on a different day to see if they can get in to the order. If I don't do it soon enough, then they may not apply the credit to this order. This is turning out to be such a hassle to use the $20 credit. Once this is taken care of, I probably won't make another purchase with backcountry.com.

Placed several large orders which were fulfilled quickly, items were complete and all new. Great selection with some products that are hard to get elsewhere online.

They advertise a 15% off coupon code for your email address and mobile number. After subscribing however, you learn that it does not apply to most items including everything that is on sale and most premium brands.

Multiple times tried to make purchases. Forced to actually drive to a warehouse to place order in person. Handed order to employee with payment. She did not appear competent to place orders. Colleague on site gave conflicting info to me. Turns out order NEVER even placed & the items are now sold out. Do not return phone calls in spite of saying they will. Send worthless emails with a phone number that is not even in service to "chat." Assign you "gearheads " that never communicate with you.
Backcountry.com has gone downhill quickly and significantly.

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 got some very good deals on two yeti bikes (previous models). Shipment of 1 bike went great. Something went wrong on the second shipment and it was delivered to an old employer address that I had not been near in 14 years. I had taken the address off of my profile.

A notice came that the bike had been delivered, but not to my home. I just had 3 packages delivered to my home address. The package showed up at the old work address. UPS left it in the 2nd floor lobby outside a vacant office without a signature ($6000) MTB.

The customer service rep acted like the whole thing was my fault. It did not occur to him that they lack the proper controls for confirming purchases of big ticket items and the addresses. The company used 3rd party insurance and authorized UPS delivery without a signature.

I should have caught the mistake. A similar bike 29" vs 27.5" wheel size had just been delivered about 3 days before this one to my home address.

Is it too much to ask for a signature on big ticket items like this. Is it too much to not go into automatically blame the customer mode.

Backcountry sent me a damaged pair of the ski goggles with a large scratch in the center of the lens, which I initially thought was a protective film. I wore once but stopped since it was too dangerous to ski without being able to see properly. After writing them several times without a response, they did not accept the return despite it being defective. Thus I paid over $100 for a pair of goggles I cannot use. TERRIBLE SERVICE. I WILL NOT EVER PURCHASE FROM BACKCOUNTRY AGAIN.

For Christmas I bought my son a jacket he wanted but got the wrong size. I sent it back and was denied an exchange because the paper tag had fallen off and they claimed that I had "worn" the jacket. The jacket had never been even opened up. The returns department claimed there were spots on the jacket and denied giving me a different size. When using their live chat feature, I waited for over 30 minutes, their system disconnected me twice and then the lady said, "we can't help you." I will never buy from this company again.

They sent me the wrong item and refuse to send me my new one until after they receive the item they messed up by sending. I am in a time crunch and needed that jacket. Unbelievable. Never ordering from them again and I suggest no one does either :)

Contrary to the average rating of 2.1, I have never had a problem with customer service or satisfactory returns. I guess I'm lucky enough to live within 30 minutes of a major retail store? I don't purchase as much now as I used to, but it's still one of my goto websites for outdoor equipment. Love the Goat!

I bought ski pants from this company on Jan 13,2023. Item was returned back on Wednesday, February 15 at 5:02 P.M. with return label they provided. 1ZA9Y*******838.
After 3 weeks of waiting they did not refund my money. When I called the company, different agents started making up lies. One lady told me they didn't receive it and it went to different address and they have to do investigation. One minutes later supervisor Anthony complete investigation and stated they received something else. Another minute later he said the package was returned from another recipient. What a nonsense! Backcountry customer service refusing to issue refund for the item I returned weeks ago. I would like to get resolution ASAP. This is not acceptable!