Backcountry

I ordered a fleece vest from Backcountry.com - first they sent me the wrong vest (a cheaper one from the same brand, and in a smaller size). Ok - holiday season order, they're busy, i get it... then i initiate a refund, and 4 weeks go by with no reversal on my credit card. I then chat with a customer rep and they say we'll refund you in 24-48hrs, they got the item but "it seems like someone just missed it (sending the refund)". Outrageous. Never ordering again.

I have bought countless items from Patagonia.
I have 4 womens Patagonia nano puff jackets from "Patagonia" the Store. I bought two at Christmas time from "Back Country"- they were horribly cheap knockoffs faking to be the Nano puff Patagonia. I had no way to return these items, zero receipt or paperwork in this black plastic garbage bag that they were sent in. DO NOT BUY FROM "BACK COUNTRY" it is a fake knockoff site.

I ordered an item, but never received it. I paid for expedited shipping to receive by Christmas. As stated I never received the item, but a few days after Christmas I had an email stating that BackCountry received my return and that they were processing it. I can't return something that didn't arrive.
I was credited the amount of the item, but not the shipping. So I called, and the unapologetic, and seemingly disinterested, customer service representative refunded me part of the difference that I was owed- which was still short of what I paid. After I explained and did the math for her she refunded the rest. After I thanked her she said "no problem" and sort of offered an apology. Disappointed that the gift I ordered never arrived. Also it was strange that they didn't offer to resend the item- I guess they don't need the money. Figured I'm better off not ordering from them anymore.

Ordered a pair of boots. They sent the wrong size. They wanted me to pay for another pair to send out right away (I get the reasoning). I told them I will send the wrong ones back and send me the new ones once you get them. It took them 7 days just to process my return. I then had to call customer service again just to find out the status on my order. I asked if I would get my order by the end of the year. They said yes they would rush the order. Turns out all they did was bump my order to be sent out that day via ground shipping. Next time I will just pay $20 more so I will get my item right the first time.

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 was hesitant to order from here due to the reviews but went ahead and did it. All items came in great condition. Everything was the right size and color as the description stated on website (read site reviews on fit of clothing). Shipping was 2 days. I am super content with my purchase can't wait to have my family wear their new gear! Will definitely order again!

I recently bought something for my wife and it didn't fit and I brought it back to the store/warehouse but I was charged $6.99 for label costs is what I was later explained. $7 on a $21 item and I returned it in person. I've spent so much money with Backcountry and this experience has left a very sour taste in my mouth. I will no longer be a Backcountry.com customer. On top of that it's been 12 days and I still don't have my refund.

I had file a claim against Backcountry to get the refund. Never again buy from this seller! Item that I purchase had problem and return the item and never got the refund on the return. Backcountry keep saying return is being process, after multiple attempt resolve this issue, I finally contact the Credit card company to get the refund. Never again!

I prefer to shop on smaller sites like this, over giants like Amazon. Customer Service is comprehensible.

Order a gift on 11/23 to delivered by 11/30. They have 4 different shipping options with one being the next day and 5-10 days for Free shipping. I chose two days and paid an extra 18.00. I reached out to them on the 28th and they had not even shipped package yet. So I asked for a reasonable solution refund me the shipping money or don't send the item. This is what their customer service said to me: "

"You are completing misunderstanding how the ordering process works and your entire frustration is due to the false expectations you created. To be clear, you have been wronged in no way. You chose a delivery that estimates two days. To be even clearer, the "delivery to your house in two days" you are referencing is something you have made up. The information we provide states that the shipping timelines on the website are an estimate for how long, in business days, the shipping of the package will take. There is no information that leads you to believe the timelines are a guarantee that a package will be at your door in that amount of time after purchase. Given that the order was received the day before Thanksgiving, it logically makes zero sense for the package to be delivered to you by Friday.

You have in no way been gracious, and instead created a false narrative for you to play the victim.

Sincerely, James

Anyways, there's an example of what a T-shirt will cost to have 2 day shipping - the hat was $18. I requested to have my shipping refunded or just don't ship it since you haven't already and refund my money. This is their interpretation of what next day and two day shipping means. I also requested a reasonable solution to a total shipping integrity issue - buyer beware scam shipping policies.

Backcountry used to have great customer service. I'm not sure what happened, but now whenever I do the online chat they just stop responding after a few messages. I call them and they always have an attitude and do not want to help me with anything. They used to be polite, make sure I was satisfied with my experience, and do whatever they could to help me solve any issues. Now that is all gone.

The GOOD: The people are really nice and helpful and BC stocks tons of superb products. The BAD: When I return a new in the box item, in person at their store, the DO NOT ISSUE A REFUND TO MY CARD. Instead, they send it to the warehouse and in 3-4 weeks some employee looks it over and decides what to do. Maybe issue a refund. Maybe issue a store credit. Maybe do nothing and I am out the money I spend and the product. This is the WORST return policy in the industry. I have received store credit for new in the box returns. And I have to compare my credit card account to my backcounty aco$#*! 2-3 months out to see if I got my refund. I don't even know if I got all my refunds. NEW POLICY: I shop elsewhere. THE END.

Just chatted with the most helpful and lovely customer service agent but ultimately was turned down for a refund by someone in accounts receivable. Paid $560 for a ski jacket in fall '20; returned within the stipulated 12 month period. Instead of returning the money to my credit card, Backcountry issued me a store credit that only lasts 12 months. They won't issue the refund to my credit card that I used for the original purchase because the cc # is now different (as I had to replace the card due to fraud). They didn't even notify me of the store credit. This whole thing feels like a scam to rip off unsuspecting customers :/

DO NOT BUY from Backcountry. They do NOT adhere to their own return policy. I wore a pair of shoes on 2 walks and they KILLED my feet. According to their return policy, used items can be returned for a store credit. I received an RMA from the store, packaged the shoes back in the original packaging, and returned them timely, as requested. I just received a message that they are not accepting the return and are sending the shoes back to me. They were only worn 2 times and they still looked new. After now being out over $150 for shoes I can't wear, I've learned my lesson. I'll never buy from Backcountry again. Instead, I'll use my local running store who gladly accepts returns/swaps of shoes that hurt someone's feet.

Never again. I saved and saved for the Telos Tr2 3 season 2 person tent. The first shipment was clearly too small a box to have the entire tent. They sent me an RMA and said they would ship the full tent 2 day air and I should send back the box that only had the body of the tent. Thank goodness I didn't. The second box, also crushed with no packing slip and no protective covering had the other two parts. I was given two shipments of product that look like someone else returned it and they sent it to me in parts. To say I'm disappointed is an understatement. I am afraid of what condition I'm going to find it in
When I set it up.

I purchased an expensive pair of hiking shoes and wore them around the house for several days and they were fine. I did not have the chance to wear them outside and hike until after their return time frame. They were a horrible fit for outside recreational use and tore my feet up. I explained to them I wouldn't be able to wear them again and all they offered was a discount on another purchase. Other reputable outdoor gear companies allow you to return shoes for a refund or replacement within one year of purchase, even if worn. I would recommend purchasing from a company with excellent customer service that backs their products 100% to ensure customer satisfaction and NOT Backcountry.

PURCHASED SHOES ON EBAY TOLD THEM NOT TO SHIP TO THE STATES AND STILL SENT THEM WHEN I ASKED FOR A RETURN THEY WOULDNT SAYING THE SHOES WERE USED! SHOES ARE NOT EVEN MY SIZE AND THE FIRST TIME I TOOK THEM OUT OF THE BOX WAS FOR PICTURES TO SEND TO BACKCOUNTRY FOR A RETURN. LOL STORE IS A JOKE

We ordered a pair of size 9.5 men's shoes and they shipped us size 10. Returning them is next to impossible. They send a response email asking you to click on a link to see how to return. The link does nothing but bring you to their site so that you can make another purchase. No return information whatsoever. Bait and switch scam artists.

It recently dawned upon me to verify my credit card statement to make sure that I had received a refund from for an item I returned months prior (after they sent it defective). Lo and behold, they had never returned my money, even though they originally said they did. After hours of talking to various customer reps that "didn't have the ability to communicate with each other (what?!)", a manager said "there must have been a glitch in accounting" and never returned my emails afterwards. I wonder how much money they never returned to unsuspecting customers. Crooks.