Backcountry

Quality goods and reasonable prices, considering todays inflation. Shipping is fast and never had issues with returns.

If you are not able to use your gear-- like snowboard boots immediately upon purchase, and only learn when the season starts they don't fit-- if you bought from REI, you can exchange. If you bought from backcountry, you are stuck with it.

What a awful company. The reviews are so true. I had to go though my credit card company to get a refund on a vest I ordered called them over 4 times. The worst customer service in the business. Don't know how these clowns stay in business. All I can do is spread the word.

Refused to give me a birthday coupon that actually worked. The 20% birthday coupon on my account kept saying "coupon does not exist', constantly tried to get me to pay for returns even though i'm a summit member and get free returns. Held my summit rewards credits hostage, said they didn't exist even though they show pending on my account. Products started coming in wrong: ordered a mtb tee and get a long sleeve in its place. Ordered a grey jersey got a white one. Its a joke and they have nothing to say for it when you get manager in the chat finally, 'cause lord knows they don't answer phones and your personal gearhead ignores you. I'm sticking with JensonUSA and buying direct from the manufactures. Rather pay full price and get good service than deal with them ever again.

I ordered a pair of shoes and sent them back via the UPS return label they issued for me on January 16th 2023. They issued my refund on February 13th 2023 (28 days later!) and that's only because I contacted them twice! First time I contacted them was in late January where they said that they received the package, they are processing it and I should receive my refund in a few days. Second time I contacted them was on February 13th where they issued the refund. No explanation, no nothing. The cherry on top was that they deducted $6.99 as a "return fee", which I didn't see anywhere in their website! Comparing that to Amazon return policy, this is trash. Will not order anything from there again.

Background: I received a sweater as a birthday gift that was bought on Amazon (by my mom), but was sold by & shipped from Backcountry. I expected a quick and easy return on Amazon, but when I printed the return label, it is shipping to Backcountry. I have to drop it at UPS. It looks like I need to pay for the S&H.

COMPLAINT: It says right on the paper with the label: "INSTRUCTIONS FROM BACKCOUNTRY: If you'd like one of our discounted return shipping labels, please let us know and we'll send that to you. You'll be refunded the full amount of the item minus $6.99 for that label." Not exactly what I wanted for my birthday, but fine.

I called Backcountry's customer service # expecting a quick and easy request label; get label; drive to UPS, drop off sweater. But no. FRANCIS was rude. Instead of listening and trying to understand my request, he insisted I go through Amazon. I DID GO THROUGH AMAZON. And this return label with these instructions are what I got.

I asked him direct questions, like: is this label prepaid? He did not answer. I told him repeatedly that I have gone through Amazon and he kept telling me to look at Amazon's site, like I haven't done that or am stupid. I asked if there was someone else I could talk to and he told me, repeatedly, that anyone else there would tell me the same thing he was and I would get nowhere. I had to insist he pass me to a manager and that was about 15 minutes ago. I've now spent over a half hour on the phone with them (thank you hands-free phone) trying to simply get a label they offer customers in print. By the way, mansplaining to me that it was sold on Amazon was beyond condescending and unhelpful. Refusing to answer my questions or pass me on to someone who might actually hear what I'm saying and respect that I'm really frustrated, instead of informing me EVERYONE at Backcountry will only continue to deny me any form of customer support, also unhelpful, unsupportive, and obnoxious. If these businesses want our dollars, why do they treat us like they couldn't care less about our experience buying from them?

I don't know if I'm on hold while he $#*!es about me to his manager or if he's put me on hold and is doing nothing at all. I even asked if I could text or email him a picture of this mailing label and the instructions from backcountry on it. (image attached) He said, "Well you could, but I can't do anything about it." Never mind that his company is choosing to do business on Amazon and take returns from those sales and they wrote out instructions inviting customers to request this discounted shipping label. I am so frustrated. I will NEVER buy gear or outdoors stuff from Backcountry. And yes, I am an outdoors enthusiast as are my friends. I hope REI still has good customer service, since my gear budget will be going there. Outdoorplay.com has been good in the past. So has the kayakcenter in RI--really helpful phone support there. And I do love my local mom & pop, Midwest Mountaineering, of course!

And...49 minutes and the call was disconnected. Francis was definitely F-ing with me. Somebody give that man a raise!

Me? I'm going climbing so I can laugh about this. The sweater? Who knows...

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

Did you know *******@backcountry expires your refund credits after a year?

They removed $650 credit from my account because I didn't spend it fast enough.

Backcountry.com is awful customer service, they're a bunch of thieves! Order #b*******728

This used to be the best site to order affordable gear from.
80% to 90% of the gear was reviewed by their own people. The reviews were honest and real. 5 to 8 years ago I bought almost all of my camping and hiking gear I currently own from them and those purchases were based on the employee reviews. I think they were called goat heads mountain goats or something like that.
That gear has lasted me for this long, because it was quality.

Now it seams that you have to be part of their loyalty program and spend min about each year to have access to what they now call gearheads (which makes me think auto parts, not backcountry) for assistance. Which translates to someone at their home office reading the company supply info on a product, not someone who goes out and uses it.
Their prices aren't any better than drop shipping web site. They know nothing about the products on the site.
You are betting off doing your own research and buying from a mom and pop shop or direct from the product manufacture.

One of the worst customer service dept. I have seen online. Tried 4 time to get them to respond to a late order and just ignored me. They will make promises and then deliver 4-5 days later than promised. Going back to REi.

This is the worst experience I have had with e-commerce. I placed an order of a snow helmet during thanksgiving sales on Nov 28th. First of all, I could not add the product to the shopping cart. I had to use my friend's laptop to add the product to my shopping cart. Secondly, two days after I placed my order, I got an email notification saying the inventory is sold out. I tried to contact their customer service, so-called "Gearhead", but they are always very slow to respond, each response can take them up to 4-5 minutes. Also, the Gearhead chat page crashed. I was reconnected 3 times, so I had to go through the same pain of waiting for them and explaining everything again. When I received my replacement order, the helmet didn't fit. I had to contact Gearhead to get a return label for free, which is another 20 mins conversation. The most important thing is once my return arrive the facility on Dec 8th, they didn't send any notice for receiving return until I contacted the Gearhead again on Dec 14th. The Gearhead told me it takes them 3-5 business day to refund, however, I have still NOT received any refund as of now on Dec 22nd. I had to contact Gearhead again today on Dec 22nd. It took the Gearhead 30mins to tell me a full refund is applied and will take 3-5 business to be back to my bank. I hope I really get a full refund. STAY AWAY FROM BACKCOUNTRY.COM!

I wish I had checked reviews before ordering. I ordered a kayak on sale. I was reassured 10-14 days to get it. The kayak was supposed to be in their warehouse 3 hours away so I felt that should be plenty of time to get it to me. Shipping company now has it sitting in their warehouse 2 hours away. They were supposed to deliver last week and that didn't happen. Then I got an email to schedule delivery. Only they don't answer their phone, no voice mail and when I try to email they say my email address is invalid. I frantically called Backcountry 3 times and they told me once the shipping company picks up it is no longer their responsibility. Really? If I have a business and my customer doesn't get an item from me I consider that my problem and I would be on it to correct the problem. Now I don't have my gift to my son for Christmas and no one cares. I guess they have my money so too bad? I am very angry.

Over a 5.5 week period I ordered a jacket as a present for my wife 3 separate orders and received the incorrect size each time. They have NO process to verify if the *next* order will be the correct size.

This is too bad because 15 years ago they seemed like such a great company.

I won't be a customer of theirs ever again.

I was on the phone over 2 hrs talking to multiple agents from back country. My return package which was ups label was last Scan was on 11/28 raonoke, VA ups facility and I had to repeat myself multiple times and cs agents even lied to me saying they opened investigation with ups but they didn't… as I called ups right after and was told ups investigation wasn't opened so I had to call ups myself and open the investigation. Cooper, one of the supervisor even blamed me saying this is part of refund scheme? Excuse me? My return package Was lost in transit and I was on the phone for 2hrs with no cs agent trying to escalate this case. They keep saying investigation was opened when it wasn't.I'm surprised how backcountry trains their cs agents and I'd like refund issued for my order. I'm also escalating this case to general attorney of New York, FTC and department of consumer affairs of nyc. Unless I get my refund, I won't close the case. N*******678 Is the order number

I had the best experience at backcountry with the Associate (Jack Lucas) he was one of kind very professional, patient took the time to help me out nice friendly knowledgeable, expert the words i wrote not enough honestly I wish everyone be like him he should be customer service trainer backcountry lucky to have him thank you Jack
Waleed

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.

I ordered a hat. It arrived in good order, but was one size too small. I called and requested an exchange. They provided a shipping label and I sent the hat back. After a week I emailed and the rep said "It looks as though your order was received and then labeled partially fulfilled. I am not sure why that is when it was only one item." The next day I got an email saying my refund was being processed. I replied by email saying I never asked for a refund, but rather an exchange, and should I just await the refund and then re-order? No reply for a week. No refund seen. I followed up on their chat client on the website. Another very helpful rep informed me my new size hat was now on the way. AT NO POINT WAS I TOLD I'D BE CHARGED AGAIN FOR RE-SHIPPING. THEY CHARGED MY PAYPAL AGAIN WITHOUT ASKING ME FIRST. I do not mind paying for the shipping, but I do mind having money withdrawn from my account without my explicit permission. Also, if I had gotten a full refund and re-ordered, I WOULD NOT HAVE BEEN DOUBLE CHARGED. Infuriating.

I ordered some stuff. I was over the free shipping threshold.

They emailed me that one item was out of stock, was there a replacement item I might want instead? Ok, fine, it was a pair of clearance socks
And there was another print in the same style and size. Should be easy, right?

Nope. They ring it as a whole separate order and charge me $5.95 shipping for a replacement item for something that was to ship free.

Totally deceptive. Not even sure I believe the original was out of stock, since $6 to ship a pair of socks is a nice little pad to margins.

I will not use Backcountry again.

Time and time again this comapny has failed me with returns, refunds and charging my card, this time it was a next day air order that just sat for two days and didnt ship... buy local and dont waste your time with this website...

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.