A company that goes against what 'backcountry' should be about. As with the thousands of others, I will no longer utilize Backcountry. A weak statement doesn't account for your actions.
Review by Encarnita Lacillade1 year ago
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.
Review by Ebelen1 year ago
NEVER shop at Backcountry.com or their affiliates EVER again! What a terrible business to be suing others for using the word "Backcountry". Childish!
Review by HatLovingFamily1 year ago
Recently, Backcountry.com has been trying to copyright the term "Backcountry". They have gone after many small backcountry organizations with lawsuits, demanding they delete the term backcountry from their name. This is outrageous!!
Review by Nyuk1 year ago
Backcountry.com is suing a large number of small businesses who use the term "backcountry" to describe their products or services. It has even gone so far as to sue Constellation Outdoor Education over a women-focused avalanche education clinic called Backcountry Babes. A greedy, corporate bully.
Review by Cockaa1 year ago
Threatening non-profits that promote activities and awareness among people who probably come to your site to buy gear anyway? Really?? C'mon man. Hopefully your great front line employees will be able to find new jobs. I enjoyed their customer service and support but unfortunately, the greedy corporate suits running the show seeking higher profits while ironically killing your company in that pursuit have made it clear that your company's values don't reflect my own so I will shop elsewhere.
The real backcountry... untamed, untrademarked, mother nature, was here long before your company existed and will be here long after it ceases to exist, which is probably a lot sooner than you might have imagined.
Review by Steneren Chouest1 year ago
The use of lawsuits to bully other businesses over the term "Backcountry". It is a generic word widely used in the outdoor industry by many people, gear companies, guide services, and products since before backcountry.com even existed.
It had never been an issuer before and people understood that just because a product has the word backcountry in it does not mean it was produced or sold by backcountry.com specifically unless it was specifically labeled or branded with backcountry.com or its specific goat logo.
They will no longer get my business or get my recommendation to friends and clients as a place to find the gear they need.
Review by Kerboo1 year ago
This company exercises poor business ethics, using their attorneys to sue every company using the word "backcountry" in their name. Shop elsewhere!
Review by Bullshit1 year ago
Preface: This began around 8/1/19. Ordered $600.00 Western Mountaineering Versatile down sleeping bag from Backcountry.com, through Amazon. The entire transaction was administered by, and fulfilled by Backcountry.com. First order was received from Salt Lake City, the replacement, second order was from West Virginia.
The first box arrived on my doorstep, delivered by UPS. It appeared like someone had smashed the box in the center with a sledgehammer, then, whacked open the seams with a chainsaw. I was in shock. Was it UPS, apparently not, as the investigation determined.
The product was shipped in a box that looked like it had been drug from the bottom of a cardboard recycle shredder. Moreover, they'd only applied tape to 4 of 8 box seams. The tape was only adhering on two small outside points. The down sleeping bag was oozing through and outside all of those seams. Who knows what damage was inside, or what the product had been exposed to in transit. I did NOT open the box. Only and idiot would have opened the box. I was disappointed beyond reason.
The only good: Backcountry did indeed send a return lablel, and apparently approved an immediate refund. The grossly damaged, unopened box was placed inside another box, so their receiving dock could see the results of the shipping departments poor workmanship and lack of pride.
That said, I needed this for an upcoming trip and time was wasting. In good faith, I tried again (what a fool I was!) and placed a replicate order for the same sleeping bag on the same day I shipped the grossly damaged box back to Backcountry.com.
To be sure, I tried again because the single incident was out of character, and an anomaly in my 10+ years receiving stuff from BC. Only a week prior, I'd received and ice axe in a stout box, taped around every perimeter. Couldn't happen again, right? Wrong!
I had the second attempt shipped to the local UPS store so I'd have a witness, just in case another arrived in such poor condition. My jaw dropped when the clerk came from the back room with this replacement. To be sure, it was a significant improvement over the first, however, it was yet another inexcusable, slap in the face, stab in the back, and sent the message loud and clear that customers don't matter to this company.
The second box had a crushed corner. The structural integrity of the cardboard was similar to parchment paper. It was only taped along the length of the middle seam of the top and bottom flaps. The tape was cheap, had come loose so the flaps were gaping open about 2", exposing the contents to whatever. The UPS clerk commented "what's with these guys and skimping on tape." I agreed, tape is cheap, and what little they used appeared like they were stoned or drunk when they boxed it up. A chimpanzee would've done a superior job. It was not acceptable.
I needed this sleeping bag. Reluctantly, I opened the box with care. The fabric and insulation appear okay. But, if any small thing ever fails like a thread coming loose or whatever, I will always wonder if it were due to some initial damage from being exposed in transit through those gaping seams.
Indeed, throughout all of this I utilized all their worthless "live chats," 1-800-no-response, and multiple form emails. All were a waste of time. As well, every communication was dumped into an infinite queue. Each time I was forced to regurgitate the same order information, and explanation because no single person could see it through. Their communication venues are engineered to discourage the customer, with hopes they'll surrender and Backcountry walks away with the cash with a smirk on their face. And I did surrender because I was in a corner and needed the gear.
The last form email explanation from some worthless "gearhead" was "well, sir, we at Backcountry are ecological minded and do everything to reduce waste. We use a machine to box and tape shipments and it makes its own boxes." I suggested perhaps, they consider having a human inspect the boxes on occasion to ensure the little robotic boxing machine works. I'd fire the robot, and hire a chimpanzee to box their shipments.
The box "robot" was yet another of Backcountry's infinite lame excuses to dance around responsibility for the very worst shipping protocols, and horrible customer service. I expected them to show some backbone, take ownership of a mistake, acknowledge the issue, correct, and move on. It was asking too much. Their arrogance is indisputably the very worst I've dealt with.
At the end of the day, I was cornered, and left holding the bag. I needed the sleeping bag and had patiently spent (wasted) more than 2 weeks on this already with scores of attempted communications with Backcountry.
I was slapped in the face, and they swept me under the rug like dirt on their feet. My confidence in Backcountry.com is forever shattered, and I will inform as many persons I can in the local outdoor community and retail about them. I showed images to several local outdoor retailers including REI so they could see how low their competition has stooped.
Note: I attempted to upload an image but was unable, even with reducing size.
Review by TiredOfOpacity Derrow1 year ago
They got bought out by corporate sleezebags and now they sue small businesses who use the name backcountry. Don't support these trolls, shop local. Boycott Backcountry.com.
Review by Ismaail1 year ago
Ordered a North Face jacket for my son. It didn't fit so I paid the $6.99 to return it. (Tags still attached). I received an email it was received and I would be refunded. A month passed and still no refund. I email and am told it takes 3-5 days for the refund to go through. I write back stating it's been a month. They then tell me that I'm actually not being refunded because the jacket was returned "used" and had a mark on the back. They offered a $37 credit for a jacket I spent $60 on?!!!?!! I responded that is absurd and asked how to appeal the decision. No response. I write again asking how to go about appealing this decision. No response. I call them and get disconnected. I call back and am told they can't help and will transfer me but again I'm disconnected. This company is a disgrace.
Review by Aritria Derrow1 year ago
I placed an order with Backcountry.com on Tuesday, 07/09/19 for two shirts I need for a trip I'm leaving on Saturday, 07/13/19. The free 2day shipping should have left room to spare, but instead they completely left me in the lurch. A short timeline:
- Although the order is placed on Tuesday, no confirmation is immediately sent. I have to get an order reference number from PayPal.
- After placing the order but long before shipment one of the items is reduced in price. No refund of the difference is ever offered.
- On Thursday I chat with an online rep. She informs me that the delivery will take 2 business days from shipping, which would be that afternoon. I tell her to cancel the order if it can't be delivered by Friday, as it will no longer be of use. She states that she's changing the service to overnight and that it will be there the next day. Neither of these things happen, but I do finally get email confirmation of the order.
- On Friday I get an email that the order is shipping 2day service and will arrive on Tuesday. I immediately respond to cancel and catch the order. I receive a message back from Gearhead Trevor H. that they were going to intercept the shipment and that I'd be issued a full refund when they could confirm possession. These two things never take place.
- On Tuesday, 07/16/19, while I am out of town, I receive an email that the shipment has been left on my doorstep. On the road, I speak with Gearhead Keith J. He asks when I'll be home and how close I live to a UPS store. It will be my responsibility to return the items before a refund will be issued.
Now, after twice telling them to cancel the order, I'm less then inclined to deliver this package back to UPS for them. After a bit of discussion, Backcountry reluctantly agreed to have it picked back up from my front porch. Still, they've yet to do a single thing that they've said, so I'll probably just take it to the store.
The real point is that they're completely undependable, and they don't seem to care. Missing a couple of quick dry shirts has been less than ideal, but it didn't ruin the trip. If this had been a couple pieces of critical gear for a bike tour or whatever you're in to, it could have been far more difficult to work around. This is a store that sells pricy outdoor equipment to people who are need quality gear. They call themselves "Gearheads." Not a single person out of the three I had contact with seemed to have any idea that what they sell could be important. They sure didn't acknowledge that they created any kind of inconvenience. I guess this was an easier way to learn an important lesson about company with equally low levels of competence and integrity.
Review by Wiils1 year ago
I placed an order for a pair of shoes, but when they arrived I found that they were too narrow, so I returned them. I got a partial refund of my order, but couldn't make out why. Their website talks about how easy their returns are and that their returns are 100% guaranteed, or some other nonsense. What they don't make obvious when you're making a purchase is that if there's a problem the customer has to eat the return shipping. If this was a small shop it might be understandable, but this is unacceptable for a large company that sells clothing items. Essentially I paid $7 to try on a pair of shoes. Neat. When I called customer service I was told, "Yep, we don't pay for return shipping." They should be ashamed of themselves for this policy. I will never do business with them again. Stay away.
Review by Tuftus1 year ago
I ordered 15* down bag for my daughter's birthday. In 3 uses, she couldn't get warm. Asked for customer service help. "Too bad you didn't know our return policy." I'd give them negative stars if that was an option.
Review by TanyaMullins Tonnard1 year ago
If I could leave a 0 stars I would. I asked one of there associates before ordering(on Friday) some Danner boots from them if I paid extra would I receive them on a particular date(Monday). They assured me no problem, I ordered paid the money, even paid extra for next day delivery. The Next day(Saturday) I noticed that I hadn't been notified of their shipping so I called to see the status of my order. The first call they hung up on me when I tried to give them my order number. The second time I was able to give them my order number to be told that after I paid and was assured of delivery(on Monday) that it wasn't going to be shipped until the day I was supposed to receive it(Monday). They were unapologetic in fact they could have cared less. They just wanted to refund me my money and move on to the next customer. I will NEVER DO BUSINESS WITH THEM AGAIN! I would use caution as the customer means nothing to them. Even after I asked them what I was supposed to do that I NEEDED those boots(for Tuesday) and counted on them. They could've cared less and came up with some lame excuse and wanting to move on to the next customer. BEWARE DOING BUSINESS WITH THEM! As they told me no problem you'll get them on Monday and then left me with nothing but a canceled order! NEVER AGAIN!
Review by Jalaire Nostas1 year ago
We ordered two Patagonia backpacks that were heavily discounted because the color had been discontinued. Backcountry.com shipped next business day. We got the free 2 day shipping. They were able to ship those UPS Ground to our Atlanta address by using their Virginia distribution center. They arrived via UPS is 2 days as promised.
The backpacks are is perfect shape, in the original unopened clear bag that Patagonia used. All tags are in place. "Newer" than picking one up from off the rack at our local outdoor store.
So happy, we ordered another discounted Patagonia pack from them in a larger size.
Review by Ravanel Bulleit1 year ago
I ordered a snowboard jacket during the holiday season. Post office had issues delivering and it was sent back to Backcountry. I called and had a service rep help send out another jacket from a different brand as the one I bought soldout. Gave me a small discount to match prices.
Review by RattoWanderlust1 year ago
I returned a brand new pair of gloves that were never used, still in their original packaging with tags attached, and they rejected the return claiming they weren't in their original packaging and "smelled" used. Very dishonest company we will never do business with again. Over the years I've spent several thousand dollars with them and they've lost a customer over a $30 return. Shameful
Review by Throstle Shaddow1 year ago
I am a lawyer who practices class action litigation. My law firm is investigating claims that Backcountry's Amazon return policy is deceptive. On Amazon, the company says that consumers my return unused gear "at any time." But, the company will deny returns for being too old.
No response after numerous emails about the status of my order. Finally, cancelled the order but they never credited to charge back to my credit card. Not a company that I will ever attempt to do business again. Buyer beware.
Review by CourtneyCarr1 year ago
I ordered 3 items and received free 2 day shipping. The tracking info from ontrac did not update to ship. Called ontrac and they said they never received the package. Called backcountry customer service. The lady on the phone, US based, apologized, marked the package as lost, and issued me a new package with 1 day air UPS delivery from VA to CA. Received the items as promised. Great customer service.
Review by DCahill Derrow1 year ago
Ordered a large Nemo bag. Purchase order said "Large". Got a "Regular". Returned it with a promise of "We will make this right". Got the second bag... "Regular". Returned it. A very nice young lady said they 'had inventory problems' and she did not think they would find a Large. Wasted three weeks and had to cancel hike twice.
Don't waste your time!
Review by Orangetheory Zyph1 year ago
It's the 21st of November....Google tells me the Fenix 5s is $150 off....I have wanted one for a while, and Backcountry had the turquoise and silver. So I ordered it....BEFORE BLACK FRIDAY. I'm all happy. A few days pass and I get an email sayimg that shipping may be delayed due to the of high volume or orders....that was Sunday. Still ok. Today is Wednesday, a week later and still no shipping email or delivery. So, I check my order online and it says something like "impossible" next to my order number. So, I call customer service and they say it's back ordered and will not be getting any more this year.
I asked her when were they going to tell me this because the email said something entirely different...she just said that's why they provide their number in the email, and now I called I got my answer. I told her she obviously didn't understand the point I was getting at...be up front and honest. If there is a problem, then say what it is instead of dragging people along, forcing people to take time and energy out to call, only to be told they ain't getting it, and too freaking bad....
Backcountry will not be seeing me on their website again after this...Thankfully Amazon has it, and will be here tomorrow
Review by Holgse Vibhu1 year ago
Ordered boots for my husband and they arrived the next day! Great price... Much lower than any other site. I will order from them again.
Review by Torryakz Yangpaiboon1 year ago
Warning, if you are planning to return anything it takes 2 or more weeks just to get your money back. They confirmed that they received my item on Friday and it is now Wednesday of the next week without my money back. On top of all this the customer service employee I spoke with obviously hated his job and was not friendly or helpful at all.