BackcountryReviews 315
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Backcountry Reviews Summary
The company has garnered mixed feedback, with customers appreciating its wide selection of outdoor gear and competitive pricing. However, significant concerns arise regarding customer service, particularly related to order fulfillment, shipping delays, and a challenging return process. Many reviews highlight frustrations with receiving incorrect or used items and inadequate support when addressing these issues. Overall, while the product range and pricing appeal to shoppers, the recurring complaints about service quality and responsiveness suggest a need for improvement in customer relations to enhance overall satisfaction and trust.
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Ordered 2 STETSON brand hats from Backcountry. 1 of the 2 hats received reads RESISTOL on outside hat band. Site pic reads STETSON. Reached out for help. Reply was " so sorry " and gave me info to contact STETSON directly to see if they could help. I just wanted what I ordered and paid for. Went on to read reviews and 1 even stated credit card charged 2 times. Pulled my card account and sure enough they show 2 charges. BEWARE
Had a question about my credit on my return. Andrew S in customer service took the time to figure out what the problem was. He was patient with me and so helpful and kind. I was so satisfied with the results.
Hey Arlene!
Thank you for taking the time to write about your experience with us on Backcountry! I am glad that our Gearhead, Andrew, was able to help and answer your questions about your return! I hope you have a wonderful rest of your day!
Great shipping time and customer service. Always get full refunds, the bad reviews don't seem to add up to the service I've received. I guess if you return used items you won't get a full refund which makes sense.
Thank you for taking the time to share this review about your experience with Backcountry! I'm glad to hear that you've enjoyed shopping with us. If you end up needing any assistance, you can get ahold of our Gearheads by chatting through the site or calling 1-800-409-4502.
Do not order from backcounty, I ordered a pelican cooler with wheels, and it has not been delivered. Ontrac held it 5 times, I called Backcounty and they didn't do anything, called Ontrac, same, it was worst, automated. Check on their website, held. Worst customer service and delivery. Who uses ontrac?
Hey Stanley,
Thank you for taking the time to leave this review, I'm sorry to hear that you've had a poor experience. If you still haven't received this shipment, our Gearheads should be able to help you get a replacement set up using a more reliable shipping method for your area. You can get in contact with our Gearheads by chatting in through the site or calling 1-800-409-4502. I apologize for the inconvenience that this experience has caused for you.
This company is for you. Have placed over ten orders... each one was ridiculously delayed to the point I had to buy duplicate products at REI. Their return and refund process was equally ridiculous.
Hey David,
Thank you for taking the time out of your day to leave this review about your experiences with Backcountry. I am sorry to hear that the shipping methods used on your orders have not been satisfactory. Depending on the area in which you are located, the standard shipping methods can vary. That said, our Gearheads are always happy to help you get an order set up, and are typically able to help out by selecting faster shipping methods. Please feel free to reach out by chatting through the site or calling 1-800-409-4502 to see about having the shipping method adjusted on your future orders. Thanks again for taking the time to help us understand the customer experience that we provide.
I recently purchased a pair of sneakers, they were the wrong size. I reordered the correct size and return the previous ones. Until the shoes were received and inspected they did not give me a credit and finally when credit was issued they deducted $7 for return label. This is awful. I purchase another pair of shoes from another company, same purchase same return however since i was exchanging they never charged me for second pair and i return with no penalty. They sent out second pair when UPS notified them they have received my return. This is how its done. I will not purchase again from this company
Hey Gloria,
Thanks for taking the time to leave this review. I apologize for the confusion throughout your exchange experience, and this is something that we would be more than happy to resolve for you. Our system automatically deducts $6.99 from standard returns whenever our UPS Ground return labels are used. That said, we are able to waive this fee in the situation of exchanges. Please feel free to reach out by chatting through the site or calling 1-800-409-4502 with your order information, and we should be able to refund the difference that was deducted for the label. Thanks again for taking the time to leave this review.
Looking for a shoe online.
Backcountry was one of them. Showed me the color but when I received my confirmation email it showed a different color.
Still took the shoe. Used a old Visa Gift card with $300 left on it. Now it shows 2 charges and Backcountry said they are getting a error message. Called Visa and they said I have to wait. 1.5 hours later I paid way to much for the shoe.
Hey Billy,
Thanks for taking the time to express your concerns. Our billing process does include an authorization prior to actually capturing the funds. Depending on the bank and/or card company, these transactions can sometimes show up separately. In these cases, it's typically just a matter of the bank and/or card company releasing those funds back into the account. I am very sorry for the inconvenience that this has caused. If you are still having trouble with this situation, please feel free to reach out to our Gearheads by chatting through the site or calling 1-800-409-4502 for assistance.
Ordered a pair of sneakers and emailed within 24 hours they're "on their way!" After two weeks I reached out and was told "the package got lost" and they disconnected. When I finally got someone to administer a refund, I only got half of what I paid. BUYER BEWARE- you're better off paying full price from legit companies.
Hey Brittany,
Thank you for taking the time out of your day to review your experience with Backcountry. I'm sorry to hear about the poor experience that you had with the lost package. In these cases, you are absolutely entitled to a full refund. If you still haven't received these funds back, please reach out to our Gearheads by chatting through the site or calling 1-800-409-4502 to have this resolved. Thanks again for reviewing your experience.
In March 2022 I bought some Salomon sneakers through your website that cost me $169.95 and when I received them I realized that they came with a small tear in the toe, I sent a claim and they responded immediately and told me that they could send me new ones the same if I wanted and I told them that for the same reason that they had arrived defective, I no longer wanted the same ones, I wanted a different brand, and I selected some On that cost $157.63, that is, a difference of $12.32 Dlls and so I let it go for a few weeks, and in These recent days, I called them to give me that difference in a new purchase and they told me that it was not possible, because it seemed to them that the price of the sneakers had been the same, and I told them that it was not true that I had the confirmation orders where the prices came from and that evidently there was money in my favor that they had to return to me, in the end they told me no, that is how errors happen and that there is nothing that can be done.
Hey Uriel,
Thank you for taking the time to leave this review about your experience. I'm sorry to hear about the confusion regarding the difference in your exchange. After reviewing the exchange on your account, using the order number provided in the screenshot, I was able to confirm that the second pair of shoes was listed at $169.95 and did use the entirety of the credit for the second order. That said, it's possible that one of the different sizes and/or colors was listed at a different price. I've gone ahead and applied some store credit to your account for the confusion. If you have any other questions or concerns, please feel free to reach out to our Gearheads by chatting through the site or calling 1-800-409-4502 for assistance.
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.
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!
Backcountry are AWFUL - shop elsewhere. They charged my credit card three times, shipping was incompentent and delayed, and they claimed I didn't get a rebate I should have gotten, so they basically stole my money.
Hey Jingu,
Thanks for taking the time to express your concerns. Our billing process does include an authorization prior to actually capturing the funds. Depending on the bank and/or card company, these transactions can sometimes show up separately. In these cases, it's typically just a matter of the bank and/or card company releasing those funds back into the account. If you were shopping through a rebate site, typically that can be a little finicky and it's always a good idea to reach out to the site to make sure we are following the right steps to get points/rewards. I am very sorry for the inconvenience that this has caused. If you are still having trouble with this situation, please feel free to reach out to our Gearheads by chatting through the site or calling 1-800-409-4502 for assistance.
So many excuses and different answers from different employees about where my original package is abd when and if a replacement is coming. It's been almost a month with no replacement and now my items are out of stock. So frustrating. Do not order from them!
Hey Jessica,
Thank you for taking the time to write a review about your experience with Backcountry. I am sorry to hear that you were getting mixed feedback from our Gearheads. I can completely understand how that can be confusing and frustrating, especially when it comes to getting a replacement order. I apologize for the inconvenience and if you are still having issues with this situation (like getting a different product or a refund), please feel free to reach out to our Gearheads by chatting through the site or calling 1-800-409-4502 for assistance.
I would rather buy the products from the official sites of the brands. Contrary to the return policy, Backcountry will never refund you to your bank card. I have returned the unused items but have only received the store credits. I contacted the customer service, they kept me waiting on the lines several times without the issues being resolved. It was a total waste of my time! I will never purchase in the future at Backcountry again!
Hey Mei,
Thank you for taking the time to write this review about your experience with us at Backcountry. I am sorry to hear that the return process for your order was not up to par and that there was some misunderstanding from our customer service agents. Typically, someone should be communicating with you why the return was issued store credit and work together to find the best resolution. If you still need help with this situation, please feel free to reach out to our Gearheads by chatting through the site or calling 1-800-409-4502 and refer to a manager for extra assistance!
I purchased a Filson hat as a Christmas gift. The hat was too big so I returned it. Backcountry has acknowledged receiving the return but has not refunded the purchase price. Over the last 6 weeks I have contacted them multiple times by email and phone. The story changes each time I talk contact them. The refund is being processed, the refund has been processed my PayPal account will be credited in 3-5 days, and the hat was used and I will get store credit (not used only tried on). Do not do business with this fraudulent company.
Hey Randall,
Thank you for taking the time to write this review about your experience with us at Backcountry. I am sorry to hear that the return process for your order was not up to par and that there was some misunderstanding from our customer service agents. Typically, someone should be communicating with you why the return was issued store credit and work together to find the best resolution. If you still need help with this situation, please feel free to reach out to our Gearheads by chatting through the site or calling 1-800-409-4502 and refer to a manager for extra assistance!
Ordered a white rafting helmet from them paid for 3 to 5 Day shipping when shipped they used DHL
And lost my helmet I need it for a birthday and it never came I asked for my money back and they never replied
Hey Is,
Thank you for taking the time to write a review about your experience with us on Backcountry.com! I am sorry to hear that the shipment for the order was delayed and it didn't arrive. Typically, we should have been able to help you with a refund if the order ended up lost depending on the situation! If you still need help with this situation, please feel free to reach out to our Gearheads by chatting through the site or calling 1-800-409-4502!
They sendt me the wrong item. They sent me something that was similar, but cheaper and definitely not what I ordered. It appears that someone at Backcoountry switched the tags. I had to contact customer service twice. The first time, the rep went MIA mid-chat and the chat timed out. The second time, the rep was so slow responding that there were several times during our chat that I thought it would time out. Then instead of fixing the problem, they billed me for the item a second time... which means they charged me tax twice for a mistake that they made.
Hey R. W!
Thank you for taking the time to write a review about your experience with us on Backcountry. I am sorry to hear that our customer service on chats was not up to par. I can assure you, no one in our warehouse can switch the tags on any of the products and the reason why the tags might be different from the actual product is due to the vendors shipping to us as is and there can be mistakes throughout their product line. That being said, we should have totally helped you with getting this situation resolved in a timely manner. If you still need help with this situation, please feel free to reach out to our Gearheads by chatting through the site or calling 1-800-409-4502!
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.
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.
Do not spend your money with this shady website. You'll never get it back, even with legitimate efforts.
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.
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.
I have bought countless items from Patagonia.
I have 4 womens Patagonia nano puff jackets from "Patagonia" the Store. I bought two at Christmas time from "Back Country"- they were horribly cheap knockoffs faking to be the Nano puff Patagonia. I had no way to return these items, zero receipt or paperwork in this black plastic garbage bag that they were sent in. DO NOT BUY FROM "BACK COUNTRY" it is a fake knockoff site.
Hi Jacqueline,
I tried searching your name in our system and I couldn't find you. We are one of Patagonia's largest authorized retailers, and the packaging you described is inconsistent with how we package products.
Based on what you're describing, it sounds like you ordered from another website that has "backcountry" in the title that is not affiliated with us. This is very common and several of the reviews on this site are actually intended for backcountrygear.com or other sites unaffiliated with ours.
Regardless, I'd like to get to the bottom of this so please reach out to us via chat or phone and a representative will happily do a thorough search of our system to see if you ordered with us.
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.
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- 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
Hey Jerry!
Thank you for taking the time to write your experience with us on Backcountry.com! I am sorry to hear that you have received an incorrect hat and did not help you with getting a replacement or a refund! If you are still experiencing issues and need help with figuring out a resolution for your hat, I highly suggest calling in and talking with our Gearheads to help you with a refund or replacement (if we still have the hat in stock) for the wrong item you have received. You can get ahold of our Gearheads by chatting through the site or calling 1-800-409-4502. Thank you for your time.