Backcountry.com
Reviews and Complaints

Great American company! Discovered them last week when shopping for yeti colsters for my employees. Backcountry had them cheaper than yeti.com and free two day shipping. Not only that but each purchase came with a five dollar credit. So I went back on a few days later and bought my niece a 55 dollar Patagonia for 35 bucks using the credits and free shipping again! Now here's where we could have veered. My neices zip up showed as shipped but no movement for two days. I gave them a call since it was close to Christmas. ONE dial prompt and I was talking to a human... named HENRY. Yes an American customer service base who picks up after one prompt. I explained the situation Henry pulled up my order and sent me a new zip up with next day shipping for free. This is a great AMERICAN company. Great prices great service great business model

As someone who loves outdoor adventures, I recently explored Backcountry.com for my gear needs. The website offers a wide range of products, but my experience was mixed. While I received my order quickly and at a good price, I noticed some concerning reviews from other customers. Some mentioned issues with customer service, delayed shipments, and even receiving used products instead of new ones. These reviews made me hesitant to fully trust the platform for future purchases. Despite the convenience and variety of products, the inconsistent experiences reported by customers raise some red flags. It's essential to weigh the pros and cons before making a decision to shop on Backcountry.com.

Ryan is fantastic. I always read the reviews, but rarely post one unless I'm really frustrated. This is not the case and I felt compelled to write this review simply because the service was fantastic. With Ryan's vast knowledge of both the products and the outdoors... and his patience, I was able to determine what gear I needed in addition to trying to figure out which tent was best for me. It came down to the BA copper spur hv lv 3 vs the nemo dagger 3p. I ended up going with the BA because the doors are bigger, it vents better, has more places to hold stuff and more storage in general. I highly recommend backcountry.com

Just got my new Burton Ion's in the mail today a day early. Got the Orange/grey which are impossible to find anywhere, trust me. This site had all the sizes and colors available. Not even available through the Burton website.

I submitted my request, got a confirmation via email, got a tracking number, 2 days later got home today and my boots were waiting for me.

Before I order them, I called them just to make sure they were not in China or a call center in India. Steve had and accent but it was from Utah which is where they are located.

I will keep utilizing backcountry.com as they treated me with knowledge and professionalism.

I was a bit worried about negative reviews I read, but they had the best deal on a Helinox Ground Camp Chair with their 20% off summer promo and free 2-day shipping. And they also had another small item I wanted that I couldn't find in stores that I didn't want to pay half the purchase price on shipping! (It was only 9.95). Received order in 2 days - in great shape and they charged me the correct amount. Only complaint is I had a little difficulty with promo code registering the reduced price on web, so went back to previous page and clicked in discount banner. Then it seemed to take effect when order page refreshed. I would shop with them again.

I do almost all my shopping online (Amazon, Target, Kohls, etc.) and am hesitant to try an unknown website. While looking for Darn Tough socks, I found Backcountry.com but was worried about taking a risk with this site, especially after reading some negative reviews. However, I placed the order and have had all great experiences since:
Immediately after placing the order I chatted online with Mackenzie E. To make a quick change and she was very helpful.
The order arrived on time today (2-day shipping).
One of the pairs of socks was the wrong size. I called the 800 number and spoke with customer service rep, Dallin. Similar to Mackenzie, Dallin was extremely helpful and, as a result, I'll be able to exchange the socks for the right size with no shipping cost. I would highly recommend this company/website!

I purchased a North Face jacket on 4/11/2017. On 4/12/2017 I got a phone call from an actual person at the company letting me know that my order had shipped. He also gave me his name and direct number and told me to contact him if I had any problems.

I did end up having a problem, but it was not with them. The shipping company delievered my order but not to me, and when I contacted them to find out where my package was, I was told they would come back in 2 days to help me "locate my package". Needless to say their customer service sucked.

I then contacted Backcountry, just to let them know that I was disappointed in the customer service of OnTrac, with no expectation of Backcountry doing anything, but just to let them know.

The person that I was chatting with online actually placed another order for me and had it shipped UPS to make up for the screw up. Well OnTrac eventually "located" the package at a completely different address and delievered it to me.

The fact that Backcountry was willing to fix the situation that really had nothing to do with them is not something you would normally find with an online retailer. I would recommend this company to anyone.

I have ordered from Backcountry.com on a regular basis, camping gear, clothing, snowboards,and so on. Used to be if there was an issue, they were helpful. Not sure why, but they are failing now. Placed an order 2.5 weeks before I needed it but package got stuck in shipping limbo. It was shipped partway, then stalled for 1 week with no scans or movement. CS Rep John was not only useless in resolving problem, but was really full of attitude. Can't imagine why I would order ever again, when there are so many other really good e-commerce companies.

Back Country is great! They have all the reputable brands an outdoor lover adores and affordable prices. I ordered something for the first time recently and it shipped right away. I was wondering why I hadn't received it yet, so I called them. Turns out I put the wrong address in (my fault) they sent me all new items free of charge that day and even expedited the shipping to get it to me before Christmas without me even asking them to. I can't say enough good things about Back Country.

I placed an order for an item, but it didn't fit me correctly, so I needed a different size. I decided to contact customer service through their chat feature to ask for assistance with making a return. The representative confirmed if the size I needed was available and suggested that I place a new order and return the original item instead of exchanging it. However, without my permission, he went ahead and charged my credit card for the new order. I only discovered this after I informed him that I would make the purchase once I received my refund for the return. Additionally, I encountered an issue with the shipping label not loading, and he informed me that there was nothing he could do about it. He didn't provide any information on how I could proceed with returning the boots. Moreover, my account was now held up with a total of over $200 (including the return and the new order he placed).

In response to this situation, I reached out to customer service through Facebook. They advised me to contact the chat feature again or email [protected]@backcountry.com. I followed their advice and sent an email on December 18th. On the 20th, I received a response from John M, who assured me that he would immediately release my funds from the unauthorized purchase and personally send me a return label. However, it took an additional four days for my money to be refunded, and I still haven't received the return label to proceed with returning the item worth $110.46. Despite reaching out to John M multiple times directly, I haven't received any response from him. Currently, I'm not receiving any response from them through their Facebook option either. The representative who made the unauthorized order is named Conrad L. I have screenshots of the entire chat session, Facebook messages, and emails to John, as well as an email from him.

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.

I placed the above order (shirt/pants) on Sunday, May 24. I paid $20 extra for 2-day shipping (which I "assumed" would be Air). The tracking never updated, so today, Thursday, May 28, I contacted Backcountry.com to determine if my package would be delivered to my daughter in Los Angeles today, since she needed it today. They said it was sent UPS Ground (which is usually 2 days from Utah), but they show no record of where it is. So, a customer assumes when they request 2-day shipment that it will NOT be sent UPS Ground. The company definitely is making money off their customers at that rate, and the package is nowhere to be found. They have a very dissatisfied customer.

Cathy Hill
Jeffersonville, Inaiana

Didn't know that this company provided clothes with the worst quality in the world. Looks like the items arrive directly from China.
Maybe those people who wrote positive comments were just lucky, but I suspect that they are exceptions.
my Prana Leah Skirt - Women's was poorly made and looked like a potato sack. It cost me $44.82 and I consider it overpriced. I paid too much for a piece of crap.
Certainly, I will ship it back, I don't need this sign of poverty in my wardrobe.

Placed an order with BackCountry and was supposed to get it in 2 days but it did not arrive so I decided to wait some few extra days.
About a week later I called BackCountry and asked about my order. Their rep tried to assure me that everything was fine and apologized. I decided to give them a chance and decided to wait a bit more.
About two weeks passed and I asked for a refund and they agreed and said that I'll get the money as soon as possible.
Yet I did not receive anything, no product and no money.
I'm very disappointed with BackCountry.

Really loved the merchandise so I ordered some things from www.backcountry.com and paid about $100 in total. They were supposed to deliver my order in two days but my stuff did not arrive and I contacted them to ask what was going on. They said that they had no idea what happened with my order and promised me a refund. I got my money back in few days, but I'm still really disappointed.

I've made an order and purchased a jacket from www.backcountry.com. Several days later I received a message stating my jacket was no longer in stock. The I asked for a refund and they promised to give me my money back. Weeks passed and still no money. And the funniest part is that jacket is still advertised on their website! I really loved this site and wasted thousand of dollars here, but this definitely was my last purchase! Customer service is extremely dishonest!

Good prices, but they did not ship my items when they said they did, and then when I called, they seemed to try to sidestep responsibility and lay the blame at UPS' door. The thing is, UPS never received the package. Now I am out some items I needed for my trip today, and Backcountry.com didn't even offer to do anything for me other than a full refund or re-shipment of my package at the exact same speed. If you have a hard and fast date you need your stuff by, don't order from this website.