• Backcountry

Backcountry

Overview

Backcountry has a rating of 1.67 stars from 312 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about Backcountry most frequently mention customer service, credit card, and return policy problems. Backcountry ranks 54th among Camping sites.

  • Service
    88
  • Value
    83
  • Shipping
    83
  • Returns
    69
  • Quality
    71

This company does not typically respond to reviews

Positive reviews (last 12 months): 12.9%
Positive
4
Neutral
0
Negative
27
28
See all photos

What reviewers want you to know

Positive highlights

  • Kudos to its customer service Candel for being so gracious and helpful.

Critical highlights

No critical highlights yet

How would you rate Backcountry?
Top Positive Review

“Got What I Ordered Quickly”

J S.
1/19/24

As others have stated, I almost was turned away from Backcountry by all the negative reviews. But I couldn't find what I wanted on sale elsewhere, and I didn't want to pay full price, so I decided to take a chance. Most of the negative reviews are about the return process. So I was very careful to read the item reviews and size charts. I got what I ordered within just a few days. I paid less than half of what it would have cost elsewhere. I am very happy with my purchase.

Top Critical Review

“Thought I bought a new jacket”

M C.
3/7/24

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.

Reviews (312)

Rating

Timeframe

Other

Reviews that mention popular keywords

customer service (92)
Thumbnail of user mc1375
1 review
0 helpful votes
March 7th, 2024

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
Thumbnail of user johnd8907
1 review
0 helpful votes
January 14th, 2024

Order wrong item by mistake on Saturday
Tried to contact them send email chat etc
No response on Sunday I get a mail the package has shipped tried to call again and they actually answered
Asked to cancel but it was already shipped on Sunday
They kindly offered a return label for an item that I don't want or have use for a waste of two weeks of my time will never ever ever buy from them again ever!

Tip for consumers:
Will never buy from them again

Products used:
Will not use waste of time and money

Service
Value
Shipping
Returns
Quality
Thumbnail of user denniss1462
1 review
0 helpful votes
November 15th, 2023

I ordered the "Stoic Double Cloud Camp Bed" from Backcountry. It was listed as "self-inflating" it's not, but I figured I could live with that, the issue was it was damaged as you can see in the images. I contacted Backcountry through email several times and 3 times they responded they could not see my attached images, what? I create images for websites for a living. On the 3rd try, they said they could see the images of the damage and I needed to call them. They indicated they could "wave" the return fee in this case but I need to box the damaged mattress back up, and once they receive it, it could take 7-10 days to get my refund, now I have to get this thing deflated, boxed back up, drive to a FedEx and wait for a month for a refund. This will be my last order from Backcountry.com

Tip for consumers:
would be nice if their outsourced customer service spoke fluent English, always difficult when a company out of Utah uses foreign customer service to save a few bucks and there is a big language barrier.

Products used:
None

Thumbnail of user stevesmith142
1 review
0 helpful votes
March 18th, 2024

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

Thumbnail of user jonathanshannon1962
1 review
0 helpful votes
January 19th, 2024

As others have stated, I almost was turned away from Backcountry by all the negative reviews. But I couldn't find what I wanted on sale elsewhere, and I didn't want to pay full price, so I decided to take a chance.

Most of the negative reviews are about the return process. So I was very careful to read the item reviews and size charts. I got what I ordered within just a few days. I paid less than half of what it would have cost elsewhere. I am very happy with my purchase.

Products used:
Full zip fleece hoodie.

Service
Value
Shipping
Quality
Thumbnail of user robm1064
1 review
0 helpful votes
March 7th, 2024

I ordered a shipping rod, found it at a price $20 less than retail price, but when It arrived, it was send in a flimsy flat box, with no padding at all. The rod was snapped at the tip and the ceramic eyelets were broken also. I contacted customer service and they said they would pass along the info to the shipping department, and sent a replacement 2 day FedEx. The second rod came, but it was shipped in the exact same box, no padding and was also snapped at the top.
I contacted customer service again, they asked for photos which I sent right away. They put me on hold for a while and when they came back, offered no apology, way to correct it, just simply said, " we're issuing a refund" no other words. I had to ask a few questions to clarify that they wanted me to send them back with two different return labels. So now it's been two weeks, I have to wait a bit for my refund, and I have to drive them to a upc store in another town to return them.
Long story short. Back country is not the spot to order from, and I will shop at academy or bass pro and avoid this place.

Service
Value
Shipping
Returns
Quality
Thumbnail of user aneesay
1 review
0 helpful votes
January 25th, 2024

I bought a Puma/flylow ski jacket for my daughter and first time came without a fleece lining and on their and other websites it clearly says that comes with fleece lining. I did exchange and they sent a second jacket again without a fleece lining but this time claiming that jacket doesn't come with lining. It's a $324 very thin jacket looking like a windbreaker and it's not even worth $30. The customer service was very unfriendly and supervisor never wanted to come to the phone. My friends and I will never buy from this company again.

Tip for consumers:
Very dishonest

Products used:
Jackets

Service
Value
Shipping
Returns
Quality
Thumbnail of user dangb3
1 review
0 helpful votes
March 6th, 2024

They said, "Unused gear can be returned at any time." However, they will find a little dirt to reject your return item.

Products used:
Shoes

Service
Value
Shipping
Returns
Quality
Thumbnail of user ginnyo4
2 reviews
0 helpful votes
May 4th, 2022

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

Thumbnail of user ericao104
Spencer M. – Backcountry Rep

Hey Ginny!
Thank you for taking the time to write this review about your experience with Backcountry.com. I am sorry to hear about the poor experience with the shipping and how it was damaged due to poor packaging. I will be happy to honor you a return for a full refund if you still have the hat! We can search your order in many different ways, like email, phone number, or even with transaction information! Please reach out to our Gearheads by chatting through the site or calling 1-800-409-4502 to have this resolved and confirmed by Erica O that they honored the refund for you. Thank you for your time!

Thumbnail of user aeonr
1 review
2 helpful votes
December 15th, 2023

I recently bought a pair of snowboarding boots from backcountry.com that were advertised as "true to size." I tried them on when I received and they were at least a size too small, could not even get my foot in there. I talked to one of their "gearheads" and they said I would receive a full refund for the purchase. I put them directly back into the box and shipped them that day. Here is the return policy listed on their website:

"Unused gear can be returned at any time, with proof of purchase, for a full refund to your original method of payment. Unused gear must be returned in the condition you received it and with the original box and/or packaging, including manufacturer tags where applicable. If the original method of payment is unavailable, we will issue your refund in the form of store credit."

When I followed up with them, they said the gear was "used" because I tried on the boots. The new "gearhead" was super rude, and said that they weren't new because I tried them on. Lol. They also blatantly lied and said that the box was "full of glitter." Well that's a red flag for a company to be waiving. Do yourself a favor and go to a more reputable shop, like evo.com where I've never had any issues. Backcountry.com will straight lie to your face over and over again to keep your money. What a disgrace.

Tip for consumers:
Don't trust them.

Products used:
Products are not "true to size"

Service
Value
Shipping
Returns
Quality
Thumbnail of user devinj73
1 review
1 helpful vote
September 25th, 2023

I bought a pair of sneakers on Friday. On Sunday morning they went on sale for $20 less. I bought the last size 6.5 on Friday and because that stock was now out (because I bought it!) they wouldn't price match their own price! Less than 48 hours after I ordered!
Will probably send them back. Idk why they wouldn't do that. They would have been my first place to look for the sneaker brand I purchased if they would have honored their own price. Absolutely ridiculous

Tip for consumers:
Fix your policy and make it worthwhile for your customers

Service
Value
Shipping
Returns
Quality
Thumbnail of user kw444
1 review
0 helpful votes
December 30th, 2020

I posted earlier review as order confirmation
Was delayed, but rep was very professional & solved the problem. A glitch. Purchase
Is verifedd in transit with USPS. 4 stars. Thanks.

Service
Value
Shipping
Quality
Thumbnail of user melanic8
1 review
3 helpful votes
March 13th, 2023
Verified purchase

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
Thumbnail of user annn502
1 review
4 helpful votes
May 9th, 2023

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
Thumbnail of user akhild8
1 review
0 helpful votes
January 15th, 2022
Verified purchase

I ordered a fleece vest from Backcountry.com - first they sent me the wrong vest (a cheaper one from the same brand, and in a smaller size). Ok - holiday season order, they're busy, i get it... then i initiate a refund, and 4 weeks go by with no reversal on my credit card. I then chat with a customer rep and they say we'll refund you in 24-48hrs, they got the item but "it seems like someone just missed it (sending the refund)". Outrageous. Never ordering again.

Service
Value
Shipping
Returns
Quality
Thumbnail of user ericao104
Spencer M. – Backcountry Rep

Hey Akhil,

Thank you for taking the time to write a review about your experience with us on Backcountry.com. I am sorry to hear that your experience with the original order and the refund process was not up to par. It is true, right after the holidays our return and refund process is quite a mess and I completely understand how frustrating that could be. We definitely need to be more transparent and own up to our mistakes if something was not followed through. I hope we can make it up to you in the future and thank you for your time.

Thumbnail of user peter.l
1 review
1 helpful vote
June 28th, 2023

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.

Thumbnail of user samanthal831
1 review
0 helpful votes
November 13th, 2023

I received a gift from here and returned it within one week of them shipping it! They claimed I wore the ski suit because the tags were missing so it will be a store credit. I see they do this often with their customers. I live in new york, there is no snow in october so I am not sure where I would ski within one week of receiving an item
When I stated that… the gear head changed it to a streak of gray on leg. I not only opened the package only bedroom, itdid not go more than one foot from its original box it came in. It was sent back the same way it came all original including the shipping box. I am reporting this company to the better business bureau and ask everyone with this same claim to do the same. My credit card will fight the charge as well. Horrible horrible horrible
People! I am in retail and would never ever treat a customer like this under any circumstance. Just gross!

Service
Value
Returns
Quality
Thumbnail of user damianw73
1 review
1 helpful vote
January 4th, 2023

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
Thumbnail of user keeksu
1 review
0 helpful votes
March 23rd, 2023

Backcountry sent me a damaged pair of the ski goggles with a large scratch in the center of the lens, which I initially thought was a protective film. I wore once but stopped since it was too dangerous to ski without being able to see properly. After writing them several times without a response, they did not accept the return despite it being defective. Thus I paid over $100 for a pair of goggles I cannot use. TERRIBLE SERVICE. I WILL NOT EVER PURCHASE FROM BACKCOUNTRY AGAIN.

Thumbnail of user colemaze17
1 review
2 helpful votes
May 13th, 2023

Has no idea how to process or accept an order. Has no idea what a product is or the ability to give a product. Absolutely asinine of a company and should be burnt into the ground. Incompetent workers, incompetent management, incompetent company. Absolutely worthless people. Learn how to do your job or get tf out. Pitiful it's still a company after such $#*! they put people through. Bankrupt this company by buying products and cancel charges. $#*! these people.

Service
Value
Shipping
Returns
Quality
Thumbnail of user hett
1 review
1 helpful vote
April 27th, 2023

I have been calling every week for 2 months and talking to different people every time. I have the order number and RMA # and confirmation email they received my return (which is in perfect condition) but for some reason they will NOT refund. First and LAST time I will ever buy from them. This is exactly why I prefer Amazon!

Service
Value
Shipping
Returns
Thumbnail of user annat1065
1 review
2 helpful votes
February 13th, 2023
Verified purchase

I ordered a pair of shoes and sent them back via the UPS return label they issued for me on January 16th 2023. They issued my refund on February 13th 2023 (28 days later!) and that's only because I contacted them twice! First time I contacted them was in late January where they said that they received the package, they are processing it and I should receive my refund in a few days. Second time I contacted them was on February 13th where they issued the refund. No explanation, no nothing. The cherry on top was that they deducted $6.99 as a "return fee", which I didn't see anywhere in their website! Comparing that to Amazon return policy, this is trash. Will not order anything from there again.

Service
Returns
Thumbnail of user tamirp3
1 review
1 helpful vote
October 12th, 2022
Verified purchase

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

Thumbnail of user ericao104
Spencer M. – Backcountry Rep

Hey Tamir!

Thank you for taking the time to write your experience with us on Backcountry! I'm glad to hear that everything with your order went well! If you ever need help, you can get ahold of our Gearheads by chatting through the site or calling 1-800-409-4502. Thank you for your time.

Thumbnail of user lilyw122
1 review
1 helpful vote
February 4th, 2022
Verified purchase

I placed an order for a pair of winter boots with Backcountry. I received an order summary and was told my item would arrive on January 13th. A month later and with very little help on where my order was, I received an email that they had been returned. I have been on the phone with customer service for hours with no refund and no information. And no boots! Horrible customer service. Do not buy from here.

Thumbnail of user ericao104
Spencer M. – Backcountry Rep

Hey Lily!

Thank you for taking the time to write a review about your experience with us at Backcountry. I am sorry to hear that the order never arrived and ended up being returned back to us without a real explanation. I assume what most likely happened was that there was an issue with the shipping address that our shippers could not deliver there for some reason. That being said, it is still unacceptable for us to not help you with a refund and not be empathetic with the situation. I deeply apologize again for the poor experience overall. I hope in the future we can make it up to you and thank you for your time.

Thumbnail of user andriye
1 review
1 helpful vote
March 8th, 2023

I bought ski pants from this company on Jan 13,2023. Item was returned back on Wednesday, February 15 at 5:02 P.M. with return label they provided. 1ZA9Y*******838.
After 3 weeks of waiting they did not refund my money. When I called the company, different agents started making up lies. One lady told me they didn't receive it and it went to different address and they have to do investigation. One minutes later supervisor Anthony complete investigation and stated they received something else. Another minute later he said the package was returned from another recipient. What a nonsense! Backcountry customer service refusing to issue refund for the item I returned weeks ago. I would like to get resolution ASAP. This is not acceptable!

Tip for consumers:
terrible

Products used:
pants

Service
Value
Shipping
Returns
Quality

Sitejabber for Business

Gain trust and grow your business with customer reviews.

From the business

Outdoor gear and clothing from big brands to the small and undiscovered. Find everything you need for your next adventure at Backcountry.

Company Representative

Thumbnail of user ericao104
Spencer M.
Typically does not respond to reviews

How do I know I can trust these reviews about Backcountry?

  • Sitejabber’s sole mission is to increase online transparency for buyers and businesses
  • Sitejabber has helped over 200M buyers make better purchasing decisions online
  • Suspicious reviews are flagged by our algorithms, moderators, and community members

See reviews as you browse with our Chrome extension

1.7
312 reviews
Have a question about Backcountry?