Is backcountry.com Legit?

they send inccorect quantity of items and blamed onfreight forwarders when package was theirs untouched , i even sended them pictures and everything even weights of shipment and still nothing...

I received a completely different order than what was purchased. When I contacted them via email and explained the issue they told me i needed to call. When i called customer service and re-explained my issue, they did not apologize for the inconvenience and did not offer any compensation for the inconvenience. They only relayed that the correct order would be express shipped (2 days) and that I need to send the incorrect order back.It was only after I asked for a credit, that i received a mere $15.

Just like others have suggested, absolutely abysmal experience. The order was cancelled for no reason at all. When contacted via chat, it will half an hour for someone to actually connect, after which it took another few minutes for the person to type her first words. She then took another 40 minutes explaining to me that the order was cancelled because some information was missing despite the order confirmation email from Backcountry had all of that information in it (i.e. none of the information was missing and everything was provided; how in the world would the system even let an order to proceed with missing information, that is unheard of). In the end, 1 hour of my life wasted with 0 result. Just buy somewhere else. There are a ton of web-sites that sell the same merchandise

I ordered Hoka Bondi 8 Coral size 7, after false advertisement that I’d get a 15% off discount, which I didn’t, only to find a pair of white biking shoes being delivered instead! Different kind of shoes different brand and different color! How can you mess this up?

Warning Backcountry will not allow you to close your account even after you get hacked reported to BBBMy account was hacked with a new email they play stupid and refuse to fix the problem

Purchased touring skins. Trimming tool missing and on further inspection damage to skin fibre was evident. so clearly an item that had already been returned and resold. Needed item for impending trip so had to suck it up but definitely cannot recommend this supplier.

“My package was delivered to the wrong address. FedEx even posted a picture of the wrong place. I contacted back country immediately to inform them they told me to wait 48 hours so I did. Than they wanted to start the process over again. I disputed the charge and will stick with REI. THEY HAVE THE WORST SERVICE

An amazing customer service experience. As a 1st time customer, I called with a question about placing my online order. Wow, Jacob went above and beyond to help me. He was professional, courteous, and kind. He must deal with real jerks because he thought I was so nice, that the promo i had, couldn't be applied to my order because it wasn't meant for snowboard boots. He made it happen... a forever customer now, and very quick shipping... #1

Backcountry’s delivery provider of choice tossed my package into a neighbor’s backyard where dogs pulled it apart. Parts are missing, everything is covered in dirt, and they were only able to “offer” me $10 off my next order.I came back once after they tried to make amends for suing smaller “backcountry” businesses into oblivion, but I’m done with them now.

Do not give backcountry your money. I placed an on-line order on January 12 that was split by backcountry, after being repeatedly assured that I would receive the second part of the order. Over two months later and I do not have the second part of the order. I have sent over 12 emails and of those which received a reply the “gearheads” showed poor customer service by making excuses over and over so as not to honour the order. Do no waste your time or money with backcountry.

Terrible user expererince. Received wrong size, reordered correct size which took about 35min over the phone. Was waiting over 1 week, item never arrived - they knew already that the product was missing -hoping I'll forget. Apparently no replacement articles in stock anymore but lets not call the customer. (damn it, I noticed the item didn't arrive)

Several times while shopping for sporting goods, I've found Backcountry has the best sells. I bought a helmet that was too small, and the return process was a breeze. Staff are friendly, they respond quickly to messages, and shipping is so fast it's here before I close my computer. Will continue to give Backcountry my business!

We shopped here a lot in past years but as of late the store became complete trash. Prices are high, the site's flooded with their own brand garbage products, shipping is ridiculously slow, and customer service a complete joke. Another business down the drain, don't get ripped off like we've been and spare yourself the aggravation.

I purchased a backpack and it sat in their warehouse for 10 days before shipping. I messaged them twice asking about it and got the usual corporate jargon "it's in pending shipment status." Sure. So finally it came to the point where I told them if they don't ship it out today I'm going to cancel the order because I have a trip coming up. No response but an hour or so later I received a shipping notification email. It was finally delivered (no expedited shipping or anything) and still no response to my email. Needless to say I'm done with Backcountry not so much because of the delay but because of their absolute lack of customer service. I'd advise you to do the same considering prices for these items are pretty much standard at these stores.

I just ordered a pair of shoes from backcountry.com. I had them on my feet for about 60 seconds before determining they were too large. I immediately boxed them and mailed in a return. Backcountry in turn gave me a store credit rather than refunding my original form of payment. When I called to ask why, I was told they were received back "dirty inside and out." I told them this was absolutely not true, to which they replied that the receiving department documented that they were. I asked for photos. They had none. I questions the honesty of their returns department. It is either their standard response in order to retain funds or they are employing dishonest persons on the receiving end of returns- can't help but wonder if those brand new shoes are now being worn by an employee who documented them as "used." For the record, item was shipped back within 24 hours of receipt. Again, No photographic proof from backcountry showing a used product. Customer service is outsourced and agent refusing to let me speak to a supervisor.

Where to start, as so many issues! Did not give me 15% off on 1st order as website promises. Did not ship Xmas present (snowboard and bindings ) order until 10 days after ordered (ordered 9 Dec, shipped 19 Dec). Customer service (Gearhead ) could not explain why order shipped so late, why discount not applied, or why website stated Free 2 day shipping but they gave me 3 day shipping when order finally shipped today. I have no clue if I'll even get correct board and bindings, as so many other reviewers did not get what they ordered. My overall experience was horrible. Do NOT recommend this company!

Utterly appalling company. Sent pair of heavily damaged and used for a season already boots as new. Zero interest in remedying situation or caring at the inconvenience caused. STAY AWAYAlmost every part of the ski boots I ordered were nit just used (and caked with mud), but also heavily damaged. No-one from the company responded to my requests for contact, and posts to their social media with accompanying photos went ignored.

Decent experience on a past order, but current website experience is frustrating using Safari browser. It fails to add items to bag, repeatedly asking user to refresh…then fails again on order submission, just sits there forever “submitting”. Had to exit, then log in again. Finally succeeded in placing order after 45 min of hassle. And I’m an IT guy.

Terrible customer service. The return policy says, "Unused gear can be returned at any time with proof of purchase." I didn't use my shoes even once; the tag was still in there. However, they tried to find any reason to reject my return.

This formerly top-notch gear company made it's reputation not only merchandise selection but also on great customer service with friendly, knowledgeable reps and fast, easy returns. Today, it's probably one of the worst in terms customer service out there. Returns are slowly processed if at all and you have to DEMAND the credit be issued even after they've received your return gear. Wait times on calls and chat are ridiculous. Excuses for delays vary depending on who you finally reach. There is clearly something going wrong and it may be ownership (private equity) or new management. STAY AWAY.

“Terrible customer service, dishonest, unwilling to help”

I had purchased two items for gifts. Estimating the delivery date based on Backcountry's website, I should have it in time. Well it sat in NC for three days, it's been in OH for four days and shows no delivery date. This leads me to believe it is lost. Customer Service did zippo to provide options to me. I'll be a son of a b—— if they're going to rip me off. I never have issues with REI and should have read the reviews first. I'll never buy from them again and suggest you don't either. Tip for consumers:Nope Products used:Never got them

“Completely wrong shoes delivered!”

I ordered Hoka Bondi 8 Coral size 7, after false advertisement that I'd get a 15% off discount, which I didn't, only to find a pair of white biking shoes being delivered instead! Different kind of shoes different brand and different color! How can you mess this up?

“For outdoor activities”

That is a nice place for equipping outdoors gears and clothing. I am into any kind of hikes and so on, I regularly shop here to acquire clothes, i.e. Trousers, shoes and whatnot. The assortment is amazing, I have no quibbles to it, one can easily find everything up to his taste and that is the reason why I value them. Maybe prices are high sometimes, but there are discounts, so it's easy to snatch a good pair of shoes by solid discount. Just continue monitoring.

“Thought I bought a new jacket”

Thought I bought a new jacket, but when it arrived it was clearly used. I contacted customer service and they offered a $15 refund or $25 in store credit. I don't understand why they would accept a return from someone if the product was used. I don't think it is fair for BC to then sell the product as new. They could at least let the buyer know the product is in used condition. I will never purchase from this site again. Service Value Shipping Returns Quality

“Terrible customer service”

One of the worst customer service dept. I have seen online. Tried 4 time to get them to respond to a late order and just ignored me. They will make promises and then deliver 4-5 days later than promised. Going back to REi. Tip for consumers:Do not believe their promises Service Value Shipping

“Our first order was PERFECT”

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.

“Received my order just fine”

Was afraid at first to make on order because of the bad review, but eventually I placed an order and had a good experience. Received 2 separate packages from the same order, both had a tracking number and arrived just as predicted. I must add that I bought only cloths, nothing that can break or get damaged in shipping, and all the sizes were correct. Didn't need customer service

“Received the incorrect item 3 times - wrong size”

Over a 5.5 week period I ordered a jacket as a present for my wife 3 separate orders and received the incorrect size each time. They have NO process to verify if the *next* order will be the correct size. This is too bad because 15 years ago they seemed like such a great company. I won't be a customer of theirs ever again. Tip for consumers:If there is *anything* wrong with your original order, return it and go somewhere else as they have NO process to guarantee the next item will be the correct one. Products used:None. I would have had a jacket for a gift for my wife but was never able to get the correct size. Service Value Shipping Returns

“The worst customer service”

For Christmas I bought my son a jacket he wanted but got the wrong size. I sent it back and was denied an exchange because the paper tag had fallen off and they claimed that I had "worn" the jacket. The jacket had never been even opened up. The returns department claimed there were spots on the jacket and denied giving me a different size. When using their live chat feature, I waited for over 30 minutes, their system disconnected me twice and then the lady said, "we can't help you." I will never buy from this company again. Tip for consumers:Stick to the more reputable companies like REI. Products used:Winter Ski Jacket Service Value Shipping Returns

“Super fast shipping!”

I ordered a Saris Bones 2-bike hitch rack on the evening of July 20,2020, and it arrived before lunch on July 22,2020! I had seen negative reviews about shipping so I called the company. They were extremely helpful and made sure the item was in stock and stayed on the line until my order went through. They went above and beyond. Thank you so much! Bike rack is perfect!

“Sent wrong thing and making returns impossible”

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. Tip for consumers:Buy from a reputable company instead Products used:None. They sent us something different than what we ordered. Service Value Shipping Returns

“Not responsible or on point”

My item was paid for 2 day shipping. After 2 days my package didn't even leave their warehouse yet. I've heard a lot about this company taking longer to ship items. I absolutely will never go through them again.

“Backcountry.com fails”

Ordered from Backcountry for years. Used to be if there was an issue, they were particularly 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. Their Mail Innovations shipping is the worst. CS Rep John was useless in resolving problem, and full of douche attitude. Really unprofessional and hard to communicate with because he seemed to be stuck in bro-brah land. Order still not delivered. I suspect they will eventually give me a refund, but that alone takes a month or so. Can't imagine why I would order ever again, when there are so many other really good e-commerce companies.

“Wish I could leave 0 stars but that's not possible”

Staff were over-worked, management did not care at all. Saw employees terminated under the most ridiculous of circumstances - was not legit, just trying to cut costs without giving severance packages. Upper management lied about time off, had salaried employees working over 80 hours a week. A company run by $#*!s - this isn't even a last resort job, just don't work here.

“Don't do it!”

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.

“They steal your store credits”

Did you know *******@backcountry expires your refund credits after a year? They removed $650 credit from my account because I didn't spend it fast enough. Backcountry.com is awful customer service, they're a bunch of thieves! Order #b*******728 Tip for consumers:Did you know that @backcountry expires your refund credits after a year? They removed $650 credit from my account because I didn't spend it fast enough. Backcountry.com is awful customer service, they're a bunch of thieves! Order #b*******728 Service Value Shipping Returns Quality

“Greedy bully”

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.

“Purchased Kayak 12/25/13, came with broken paddle holder,...”

Purchased Kayak 12/25/13, came with broken paddle holder, 6 months later - still no paddle holder. Spoke with 4 "gear heads" & was told by all of them that they would call me back. Yep, you guessed it, not 1 single phone call! Seriously disappointed... NEVER again! Too bad, because I need another Kayak, 2 paddles, & a double rack. That's about a $1500 sale they lost because of poor customer service.

“Great Prices, Poor Service”

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.

“They are mean bullies”

I have ordered from them in the past. NO MORE. Sued 10 small companies for using the word backcountry, including a women's avalanche education group. Just mean. Not protecting any brand. Suing companies that they should be partnering with, supporting. Please- if you value small business, never order from them. They have hurt so many people. Caused inmeDurable hardship and misery. Just greed and wanting to bully.

“Horrible return/exchange experience”

Failed to be told I'd be charged for using shipping label for exchange! Still waiting on credit for 1 of 2 items shipped back together in 1 package. They are trying to tell me they were received separately! Poor customer service in return dept. Really too bad because I had great ordering and receiving experiences but now will not order in the future!

“OPT IN COUPON CODE IS BS & MISLEADING”

They advertise a 15% off coupon code for your email address and mobile number. After subscribing however, you learn that it does not apply to most items including everything that is on sale and most premium brands.

“Never get it right”

The last FOUR times we have ordered from backcountry owned sites, they sent the wrong thing. Then they continued to send the same, wrong item back and forth. Tried to charge for return shipping until we complained enough to get them to cover it. Only gave us store credit upon return. Most recently sent me an completely unrelated item when the item I bought was no longer available, instead of just telling me it wasn't available. This company is a train wreck and cannot get their act together, I'm done ordering from them. Service Value Shipping Returns Quality

“Item as ordered but terrible shipping package”

Ordered a Stetson sun hat. The item is as advertised, but it was plopped into a too-small shipping box. Which crimped up one side of the brim. This was not a cheap hat. Now I have to figure out how to straighten the brim. You'd think a Stetson hat would have been shipped in the manufacturer's own box. I am not a happy camper and probably won't order from Backcountry.com again. I also never received a confirmation email for my transaction. I completed an online chat with a customer service rep who forwarded the UPS tracking number. But if I wanted to return it, I don't know that I'd have the paperwork. Products used:Hat

“Pleasantly Surprised”

I looked all over for a good deal on boots, found them here at Backcountry. So excited I hastily ordered wrong size, called and enthusiastically Luke found my order with out confirmation #, made the change and I received them correctly in 3 days. Just nice to know someone acts on what they say they are going to do. Will obviously be ordering from them in the future