Our reviews monitored for authenticity
On SmartCustomer, businesses may not offer incentives or pay to remove reviews. Read more about our Review Guidelines and the process we have against fake reviews.
Don't shop here until they stop using "UPS Mail Innovations" for shipping. UPS Mail Innovations (business name brought to you by Prestige Worldwide) has a proclivity for losing packages. If they don't lose your shipment, you can expect it to take at least two additional weeks in transit, and the tracking number changed mid-way so all you'll know is that it's being held--or perhaps not--at a storage facility somewhere.
Are you ordering for that camping trip you'll take in three to six months? Well then give Backcountry.com a shot; they'll probably have your order to you in time. Do you want your gear shipped to you in a reasonable amount of time? Try REI instead.
Horrible everything. Please do NOT buy from them. Scam. Horrific rude service, discounts don't work.
Ordered sunglasses for my wife never showed up called customer service all they did was lie not happ
The worst experince of my life, i bought I bike, then I call after more than a week to see what is the status and they didn't know where my bike was, the I receive an email saying that 3 people check my bike and it was ready to be shipped, I contacted support and they blain on me their mistakes, finally they find my bike, I contact the sales representative because they offered free shipping and first time 20% off and nothing happened, long story short 5 business day shipment turned in to 1 month and 5 days... never ever will buy anything from here!
Wasted about 2 hours of my life over two days that I'll never get back. Site crashed in the middle of an order. The chat person was answering other calls and confusing them with mine. Sent me an order form but didn't say how I would receive it. Took all my credit card info and then the chat died... again. Called in and there was no history of my interaction or the chat. Terrible. Terrible. Just terrible. Folks, get out of the business or get your act together. There is really no other option. Mine was 'just' a $400 value order.
I happen to be a business continuity professional and strongly suggest that someone call me for guidance as soon as possible. Where is your executive management team?
Frustrated.
I got my skis, boots, bindings, and poles all at once. Everything was found for me by one of the people you can chat with, who said that he would send them out with the bindings mounted. (2 free day shipping) The package arrived on time and I opened it to find the bindings were not mounted. I talked to them again and they refunded my money. I brought them to a ski shop and got them mounted. I then found out they had found the wrong boots for my bindings! I contacted them again and they told me to exchange them, and I did. Last, I come to find the basket on the ski poles will not screw on! Over all the experience was pretty bad. But I didn't give them a one star because other than the poles everything seems pretty good quality and most of the people on the chats were very nice and helpful.
Regarding the order b*******352
I have placed the order a week ago and I have selected next business day cause of a deadline I had. Backcountry took MORE than a week to process the payment, checking with my bank it was always Backcountry internal problems (not the CC) in the meantime Backcountry tries several times to charge TWICE my CC!
Chating, talking and writing emails almost every day it took me a week, my deadline totally out and Backcountry charged the next day shipping fee when I totally didn't need it cause of a problem of this pathetic place! Talked to a number of "customer service assistants inclouding the supervisor getting NOTHING but just an "oh sorry I understand your frustration". Have had the WORST experience buying online EVER!
I ordered simply because of the promise of 2 days shipping to receive when I needed. After 3 days and no package I contacted Backcounrty. They have many excuses but zero service. Said it means 2 business days. I ordered Wednesday and 2 business days would be Friday. Awful company, no customer service, no help at all! Stay away!
Bought a Decked system for my Tacoma. I specifically mentioned that it was the 2020 model year. Backcountry.com sent me the wrong system (MT5 instead of MT7). It was damaged (don't know if this was due to the warehouse or shipper). I attempted to contact Backcountry.com twice but got no response. After waiting two weeks, I finally contacted the manufacturer, who was responsive and is sending replacement parts.
I have purchased from Backcountry.com before and had good experiences. Not sure why they would not even respond. Given the price (over $1000), I was pretty disappointed.
I see all the negative reviews and that must have prompted them to turn things around... I made a purchase for a sweater and received it in 2 days. The sweater is well made and incredibly warm, my partner just preferred a different sweater as I had purchased a few before Christmas to have options. I called to place a return with customer service and was on the phone with someone in under a minute and a shipping label sent to me in the next minute. Highly recommend, if just to give some of their clothing a try if you're interested. It worked out incredibly well and I'll likely look to see what they have for clothing options in the future. Thanks for the great experience.
I ordered two belts for my Al Kreitler bicycle rollers when the existing belt broke on Christmas day. It's now December 28 - the belts arrived this morning, 1,100 miles away. Now THAT's service!
My City Storm Down Parka from Patagonia is excellent. I am gratelful that the linings are nylon --because I am allergic to polyester. Two recommendations: more generous fit for lower half of coat, and slanted lower side pockets to warm hands. A MAJOR complaint is the plastic zipper, which is difficult to engage, and will probably prove to be NOT durable over time. Why skimp on a plastic zipper on such an expensive coat, and not provide a good, durable metal zipper?
Seriously. I got free 2 day shipping. 9 DAYS AGO (today is the 16th) UPS has "received shipment information" 9 DAYS AGO. I called and asked yesterday, I was simply told, "we are having issues." You want an issue Backcountry? I ordered the same gift 2 days ago from someone else (they got a glowing review and I dimed you out by name and I got it TODAY. I'm waiting for your deliver to see how incompetent you are then I'm sending it back so you can pay for it. Free returns, right? We'll see. AVOID this lying company.
Really bad customer service! They don't care about the customer issues and order delays. They even mislead the customer into re-shipping when the item is not in stock and don't care about informing them about it while you'd be awaiting the package. Called them 5 times for 1 order and then finally had to cancel it. Also, they have the worst kind of delivery service.
Their prices can be matched so many other places on the internet. We need to stand up as a community and let this company know that corporate bullying against our true backcountry comrades is not only wrong but has a PRICE! Their practices show that they don't belong in this industry.
This is a terrible company. DO NOT EVER ORDER FROM THEM. They are deceptive, liars, and fraudulent. They lie about their prices and what they really have in stock. THIS ONLINE RETAILER NEEDS TO BE SHUTDOWN AND ONLY THE PUBLIC CAN DO THIS BY NOT BUYING FROM THEM.
Slimeball sue happy company that doesn't deserve to exist in the outdoor community. Goodbye backcountry, good luck trying to frivolously sue small businesses with your army of lawyers, let's see how that works out for you. Pro tip: change your law firm that's telling you this is a good idea.
I took a chance based on the reviews and had no promblems at all. Got the best price, fast shipping, good customer service (I used the online chat option). Definitely had a positive experience
Bullying non profits and small businesses that don't compete with you and I fact could increase your wealth is stupid and a form of harassment that the backcountry community won't stand for.
When you attack small business owners, take away jobs and cost people their life savings coupled with attempting to trademark OUR backcountry... that just calls for the worst ever rating known to man... may you RIP Backcountry.com because the only way out of this... make public amends with the people you've already screwed over, pay them back for all legal fees and rebranding fees, drop every other lawsuit, revoke your trademark to the word backcountry (stick to backcountry.com and a goat as your trademark if you so choose) and decide not to listen to lawyers, but your heart... we built you, we will tear you down... be a part of the community, don't attempt to be the dictatorship of it...
