Noticed wrong shipping address on my order within 2 hours or so after I placed it (my mistake). Called BC, "we'll fix it, no problem." Tracked with OnTrac next day, still wrong address. Called OnTrac, BC didn't change with us, but "We'll fix it." Called BC back to ensure they would press OnTrac... sure... we'll send email to person in charge of that. Next day (original delivery day), address still wrong... OnTrac said they'll fix and get to me on time. Later, no change... delivery pushed from Friday to Monday... BC and OnTrac "can do nothing". Don't count on these people.
Review by Sumena1 year ago
I had 2 live chat customer service experiences on Backcountry.com. Both Avery C and Sam T were patient, super knowledgeable, helpful, and very responsive with all my questions. They helped guide me through several Q+A and ultimately land the perfect pair of snowboarding pants and goggles. I have no reason to buy elsewhere anymore. Backcountry.com is The place to shop. Thank you.
Review by Jollygood Kamenova1 year ago
Placed order for a couple of snowboard bags - prices were pretty good. Received 1 right away. Only email I received was that order was split in 2 shipments. no problem. Wait about 1 week and sent chat to find out when 2nd item could be expected? Was told that was on back order and since I didn't respond the email (which was never sent) they canceled it. Very disappointed. Would never order from here again. Not worth the hassle.
Review by Alleah1 year ago
While I prepare for our UPS driver to arrive, I would love to take a moment and thank backcountry.com. I am SO impressed with how quickly my order was processed and shipped. Wow, a great deal and FREE shipping. As a minimalist, I may not be the greatest customer but backcountry.com will get all of my future business nonetheless. Nice work, BC.
And a special shout-out to UPS!!
Review by Woodfield1 year ago
I purchased a jacket, didn't like it, and returned it. Me not liking the jacket was not Backcounty's responsibility - rather my preference. So, at the end of the day, I'm whole, minus a little time invested and small return shipping cost. However, the experience of engaging this organization, from the very first phone call, to their awkward and misleading coupon advertisements, to the attitude of the sales staff, to their lack of follow up, requiring more of my time, is why I will not be back. How employees are treated and respected by their management is how, in turn, they will treat customers. Seems like a sweat shop to me.
Review by Vanesssaa2 years ago
Ordered a tent as my family was leaving for a camping retreat, took advantage of the 2 days shipping. When the tent didn't arrive on time, I called to learn that it was never shipped. I got an apology but it was cold and almost like this is not the first time that people called them. No discounts was offered, nothing! By the way, when I made the order of the tent, I was supposed to get a discount as a new customer, as their website advertised, but when I couldn't activate the discount, I called them, and they said that since the tent was on sale they were not able to offer the discount. What?
Now I have to see how I can get them not to send me an advertisements because I'll hate to talk to them again!
Review by Bafford Jirouskova2 years ago
I made an order because they are offering free 2 days shipping for $50 above.
10 hours later, received an email asked me to check with my credit card company for their verification code.
Made my called, replied the email in less than 20 min. Happily waiting for my items to be shipped.
Still no tracking number after 36 hours, log on and found out my order still on hold, status is "contact customer Service"
Contact live chart customer regarding my orderstatus, customer service told me NOW i can give them the code again, so that they can proceed and ship on the following day, but it won't meet my deadline as recipient is leaving the country.
p/s: No apologized given!
Review by Jønne Hamado2 years ago
My order was sitting on a shelf and I got an email thanking me for my order. It will now be 2 days late for my daughter-in-laws birthday. I wish I had read reviews for this company before using. Never again!! Something is terribly wrong when they promise 2 day shipping and don't even connect with warehouse to have it sent out!! Beware of this company - save yourself aggravation and order with another site.
Review by Fracchia2 years ago
i have used backcountry several times and once upon a time they did ok was able to correct an order and still get it to me on time. Recently i place an order and was expecting 2nd day when they filled the order i notice they switch my shipping to standard priority mail the only reason i purchased was for the 2nd day shipping. when i contacted them the girl came on didn't know what say of the week it was and tried to tell me she couldn't do anything and its on the truck. this is bs at it's best. they no longer seem to care after they get your money. this is my last order with backcountry.
Review by Fixxer2 years ago
Their people are not empowered to make customers happy, they were selling an item on Backcountry and Steep/Cheap, but posted the lower price after I bought, same company, two different prices, they would not price match their own discount site. The assistant said her Manager would not let her price match an internal site... We are talking $30, really....to make their customer happy... Not sure I would purchase from them again, great service but really your own site! The agent said always check Steep & Cheap before buying on BC, great idea, I will now check everyone site and buy else where I guess. One disappointed customer.
Review by CDewint2 years ago
I bought two bike tires that I didn't like, I returned them for a credit. They now have the tires as confirmed by UPS. Backcountry tells me that it will be several days before I receive the credit. They will not let me know when the credit is issued. They have no explanation why this will take so long. The service is so much better at a company that begins with the letter A. I was telling all my friends what a good company Backcountry is, now, not so much!
Review by Jalluri2 years ago
Review by DangerZero2 years ago
Ordered a gift for my husband on 12/5. On 12/19 the updates said my order was in China. Next update said it would be delivered 1/2/18. Still waiting. Calling tomorrow for a refund. DON'T BUY ANYTHING FROM THIS COMPANY!!!!
Review by Haining2 years ago
I order the coat a size bigger and the coat felt like it was 3 sizes too small.
I got a refund number and after a month and a half no refund. Many tries to
contact them and after the first couple they don't respond any more.
Review by Arlis2 years ago
I normally don't write reviews, but felt I should after this. After ordering, I read about how many horrible reviews were on this website, and became very concered. My order arrived in perfect condition after two days as promised! There were no issues at all. I ordered a Patagonia fleece, and it was 100% real, tags on and everything. I don't know where all the horrible reviews came from, I would totally order from here again!
Review by Lorgen FlickWish2 years ago
First of all I was dumb enough to order off of Facebook....now that I got that off my chest heres the review. I ordered the sugarloaf puff jacket. The site said order up a size. I usually wear a large but decided to do a XXL to be safe. 3 weeks after the order I got a international tracking number. I received the jacket approx 2 weeks after that. What I received looked nothing like the pic. The XXL is a childs large, the fur resembles a dead animal and is tiny. I couldnt stop laughing this company is a joke!
BTW the 4 star reviews are from ppl who work for the company dont fall for it.
Review by Demory2 years ago
shipped (and charged me) for the wrong item 3 times. One of the items was defective and due to breaking back didn't notice until went to use it outside their 30 day window. Tried to return and got it sent back, now have a pair of $200 useless pants. Stick to someone like Patagonia or REI.
Review by Nikkhill Moondar2 years ago
Just received my hoodie that came from CHINA! Looks nothing like picture I bought from on website. Thought it was an American company & was happy to buy from them. NEVER AGAIN!! They should be ashamed of themselves.
Review by Jita Csulak2 years ago
My order took 6 weeks to arrive after the assured me it would be 2-4 weeks. The junk they sent me is not what is advertised on their web site. Cheap cheap crap from china. I asked them to cancel my order before it was ever shipped and because it took them more than a week to respond to me, it shipped and now they refuse to return it. Multiple emails went unanswered and I was Blocked from their social media. Now they refuse to answer me at all. Complaint also filed with the BBB, which btw, they have an F rating with them.
Review by Mrs Denty2 years ago
SCAM ALERT. Buyer Beware. They gladly take your money, and you will never get it back. You may however recieve a Cheap, flimsy, smelly version of what your ordered in a couple of months. And you can let your child wear it. If you can get stink out of it. CHINA CHINA CHINA. No wonder it took so long to receive. You can find better quality at the outlet mall, and take home your CRAP the same day.. SCAM ALERT SCAM ALERT
Review by Sivarajalingam2 years ago
I ordered 3 items which took over 4 weeks to arrive as they came from China. I thought I was ordering from a cool, fun US company given their facebook page but I was wrong. The 2 dresses I ordered are both see through and of poor quality. I ordered the sailor mugs and same thing-very cheap.
Review by Suneethi2 years ago
I tried to purchase an item on this website and when I checked the order status it was unable to be fufilled. So I checked my bank acct and realized they kept pulling out money until my acct was empty and the order could no longer be fulfilled .. almost $650 was pulled out of my acct without my authorization. After speaking to the rep from backcountry multiple times, they cancelled my 1 order and returned the 4 orders they pulled from my acct. that was yesterday. Today I looked on my acct and they did the same thing! Stay far away from this website. No discount is worth this. Stick with REI atleast theyre trustworthy.
Review by Qtpieap2 years ago
I ordered an item for Christmas. I contacted them multiple times and kept being told there was a delay so, I cancelled the order and requested a refund. Still waiting for my refund...BEWARE! This place is a scam!
Review by Sourydeth2 years ago
Order a Canada Goose parka in graphite. Johnny I thought was great sales rep until I never received order email. After 3 hours I decided I should call. The rep told me I need an authorization code from my cc company? Really how was I suppose to know this. Asked to speak to manager(Latisha). She told me its standard practice and I had to call my cc company for authorization code. I asked for her to hold while I called she reluantly agreed and told me to hurry she didnt have time. I explained how was I suppose to know this and she stated an email was sent to check my spam? Really who checks their spam on a daily basis. Credit card company says the company needs to call for the code. Latisha had no idea that she was suppose to call no the customer. Anyway got the secret code. Latisha processes order and sends email with wrong color of coat then originally ordered! Really. I call back and now the rep tells me Latisha is in a meeting. right! She finally gets on the phone and tells me the originally color is sold out. Why did Johnny order it for me then? No answer from Latisha. What I learned from ordering from backcountry. There customer service and s horrible, their sales reps untrained and their management is not customer service oriented. Latisha had no answers and this company is very questionable. Not sure how they are stilll in business if they cant process simple $925 order. I would have been waiting for this item forever if I didnt call. Do purchase anything from them. Very unprofessional and scratchy.
Review by Grene Neylon2 years ago
I dont normally write reviews, especially negative ones. I myself am a small business owner and I know how people love to just blast service industry companies online but I seriously had a horrible experience with backcountry. I ordered boots on amazon that came from them, never having ordered from them before I was not aware of their terrible customer service rating. The wrong boots arrived, when I contacted them they blamed amazon, ok, amazon gets it wrong I gave them that. So I ordered again and again the wrong boot came, now its getting late in the season and all the boots in my size are disappearing. So I call this time and am told the boot I was trying to get doesnt exist anymore. I switch styles and spend more money, crossing my fingers that the correct boot arrives. Nope, wrong boot for the third time, again I call and a nice gentleman finds the boot I was trying to order tells me there is one left in my size and he is shipping it to me. Even more hopeful this time because I talked to a person who understood the boot I was wanting etc, feeling confident. Got box opened and wrong boot, its the same boot that I got last time. Now we are on boot number 4, again I call and speak to another man who chastises me for ordering shoes online, rude, and then tells me the boot I wanted is all sold out. Perfect, so now the only boot left in my size is this one I didnt want in the first place. I ask for a discount, he puts me on hold for a long time comes back on and asks how 10% is I say not enough and he says thats what they can offer. Big deal a whole $13 off my boots for getting shipped the wrong one FOUR times. There is clearly a disconnect between the warehouse and their POS/catalogue system and obvious $#*!ty customer service. So like I said in the title just move on go to another site dont bother with backcountry