Backcountry

Placed order on 8/5 for backpack I needed for a hiking trip on 8/10 and requested 2 day shipping. It didn't go out on 8/5 because of a mistake on their end with my billing address, however I was assured it would go out on 8/6 and with the 2 day shipping I would have it by 8/8. Fine, no problem. But on 8/8 no backpack so I called them (3rd phone call) and they could not give me an explanation. I was on the phone for 30 minutes with them and was told it would ship overnight that day and would arrive on 8/9. When I got home from work on 8/9 no backpack! I called them again -- 4th call -- and again they could give me no explanation. I cancelled the order. They kept promising I'd have it and I really believed them each time and they never called or emailed to say there was a delay. Now I have no pack for hiking trip I'm leaving on tomorrow.

When I called, the sales person was great - he was helpful and spoke enthusiastically about the kayak I was ordering. He told me that the kayak would be shipped by "concierge" service, where the delivery driver would come to the door, unwrap the package and ensure that it was in good condition. Not the case! The shipping company they used (CEVA) was a week late in delivering the kayak. And, there was no (zero, zilch) packing material. The driver was surprised by the condition that it came in. Although not majorly damaged, it was scratched. VERY disappointing experience. Backcountry said they would refund me the shipping cost, however, it's been 10 days, and it hasn't posted. I would not ever shop this website again!

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.

Seriously. I got free 2 day shipping. 9 DAYS AGO (today is the 16th) UPS has "received shipment information" 9 DAYS AGO. I called and asked yesterday, I was simply told, "we are having issues." You want an issue Backcountry? I ordered the same gift 2 days ago from someone else (they got a glowing review and I dimed you out by name and I got it TODAY. I'm waiting for your deliver to see how incompetent you are then I'm sending it back so you can pay for it. Free returns, right? We'll see. AVOID this lying company.

I just wanted to take a minute to thank the folks at Backcountry for their help. I had ordered a parka and thought it was going to arrive the next day but found that when I received my tracking number, it wouldn't arrive until two business days. This would make it too late for my trip. The folks there rerouted the order back to them and shipped me out a new one pronto! It arrived the next day, in time for me to take it! Thank you so much for your positive attitude, upbeat and wonderful service! I will be looking to Backcountry for any future orders and highly recommend them!

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

I am an ultra runner that was in desperate need of a new running vest (my UD SJ vest was almost 10 yrs old ewww). I am also a loyal REI member. REI had the product (ADV 12) but not the right size (L). So, after a long search on the interwebs I found it at Backcountry. Only problem was the crazy number of bad reviews for BC. I decided I better give them a call and see what was what. Got right through to a "gearhead" (Misha) who was polite, pleasant and most important, knowledgeable. My stuff arrived quickly and exactly as expected. I could not be happier! Thank you Misha and team! I will be back:-) -d

I recently ordered a bike off of Hucknroll (backcountry owns it along with realcyclist, steepandcheap, bonktown, chainlove, etc). They charged my credit card before contacting me to tell me that they don't have any stock of the item. It is against most credit card companies rules for merchants to charge you prior to shipment. Despite stating in an email, "To help rectify your faith in us, we'd be happy to hook you up to the best of our ability", the service rep seemed to want me to either purchase another bike for $2000 more or cancel my order outright so he could get off the phone. Still waiting for my card to be reimbursed...

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!

Time and time again this comapny has failed me with returns, refunds and charging my card, this time it was a next day air order that just sat for two days and didnt ship... buy local and dont waste your time with this website...

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.

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!

This company sucks... I bought a scully for $10 and when I recieved it there was a hole in it. I called them and explained and they said I could return it free of charge. I returned it as per their instructions and only was credited $3 back to my account. I called them to find out whay and was told that regardless of the situation on a return the customer is charged for the shipping. I'll never buy anything again from these lowlife scumbags