Backcountry

BUYER BEWARE I have had the WORST experience with backcountry.com and their other sites, steepandcheap.com and whiskeymilitia.com. I placed an order for 4 items on steepandcheap.com, and I received order confirmation. While I was looking at my account to cancel an order from whiskeymilitia.com, I found that my order from steepandcheap.com had been completely cancelled. When I called to have this corrected, assuming that the wrong order had been cancelled, they told me they cancelled my order because they had priced the items too low. So, someone at their company screwed up on pricing, and the did not honor their prices. In my opinion, this is a terrible business practice, but my experience only got worse. They never refunded my money for the whiskeymilitia order, and when I emailed them, one person didn't even reply to my inquiry, and another blamed it on PayPal, and told me to contact them. Weeks, many emails, and multiple phone calls later and I have had to open a PayPal dispute, and backcountry.com sent PayPal a shipping confirmation from a previous order. The deals may seem great, but time is money and I have wasted a ton of time on this mess. This company's incompetence is incomprehensible, and they have horrible customer service and business practices. I will NEVER purchase from them again.

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.

Main points making up my 2 star rating:
I ordered over $50 worth of products on a Thursday qualifying for 2 day shipping. I didn't expect my packages to arrive on Saturday but did expect them to come on Monday. They didn't. They didn't come on Tuesday. I called the shipping company OnTrac but couldn't get a live person to talk to. I called Back Country. The service rep (Tracy?) told me that he would issue a refund if I was dissatisfied with the fact that my packages had not arrived when I told him I was eagerly waiting for them and was wondering when they would arrive and why they had not arrived yet. I really wanted my merchandise but the CS rep made it sound like I was calling just to get additional store credit (which was not my intention at all). He suggested refunding my purchase several times since the package was late even though he knew that I was eagerly waiting for my packages. I ended up returning the packages for a refund but still have not received my refund and it has been a week.
This review is not for the actual products but the service experienced I encountered.

It's the 21st of November... Google tells me the Fenix 5s is $150 off... I have wanted one for a while, and Backcountry had the turquoise and silver. So I ordered it... BEFORE BLACK FRIDAY. I'm all happy. A few days pass and I get an email sayimg that shipping may be delayed due to the of high volume or orders... that was Sunday. Still ok. Today is Wednesday, a week later and still no shipping email or delivery. So, I check my order online and it says something like "impossible" next to my order number. So, I call customer service and they say it's back ordered and will not be getting any more this year.

I asked her when were they going to tell me this because the email said something entirely different... she just said that's why they provide their number in the email, and now I called I got my answer. I told her she obviously didn't understand the point I was getting at... be up front and honest. If there is a problem, then say what it is instead of dragging people along, forcing people to take time and energy out to call, only to be told they ain't getting it, and too freaking bad...

Backcountry will not be seeing me on their website again after this... Thankfully Amazon has it, and will be here tomorrow

PURCHASED SHOES ON EBAY TOLD THEM NOT TO SHIP TO THE STATES AND STILL SENT THEM WHEN I ASKED FOR A RETURN THEY WOULDNT SAYING THE SHOES WERE USED! SHOES ARE NOT EVEN MY SIZE AND THE FIRST TIME I TOOK THEM OUT OF THE BOX WAS FOR PICTURES TO SEND TO BACKCOUNTRY FOR A RETURN. LOL STORE IS A JOKE

Backcountry.com uses fly-by-night shipping companies and doesn't help when your product doesn't get delivered. I ordered a kayak from backcountry.com and they used a freight company who called to give me a delivery date, when I would need to wait from 8am to 5pm. (Taking the whole day off work.) The kayak never arrived on that date, and I never heard from anyone. The freight company has a broken phone number. I called Backcountry.com and they said it was my responsibility to follow up with the freight company. That's right--although I ordered through Backcountry.com and *paid them* they took no responsibility for following up on my order. Since then, the freight company has 'scheduled' two more days and not shown up without a word. So, my $1,000 kayak is in limbo somewhere and Backcountry.com takes no responsibility for it. It's kind of unbelievable. Can you imagine REI or L. L. Bean treating customers this way? So, please avoid using backcountry.com and find a more reputable, honest outdoor company. Note that they are also involved in some very unethical business practices: https://blisterreview.com/industry-news/boycott-backcountry-com

The GOOD: The people are really nice and helpful and BC stocks tons of superb products. The BAD: When I return a new in the box item, in person at their store, the DO NOT ISSUE A REFUND TO MY CARD. Instead, they send it to the warehouse and in 3-4 weeks some employee looks it over and decides what to do. Maybe issue a refund. Maybe issue a store credit. Maybe do nothing and I am out the money I spend and the product. This is the WORST return policy in the industry. I have received store credit for new in the box returns. And I have to compare my credit card account to my backcounty aco$#*! 2-3 months out to see if I got my refund. I don't even know if I got all my refunds. NEW POLICY: I shop elsewhere. THE END.

I ordered a Kuat Vagabond X2 roof basket / bike rack because the price was right and I had researched this exact item along with several others. The X2 has integrated locks and a few other features over the others. I received a Kuat Vagabond X. I installed the product on top of my car and tried it out, not noticing the integrated locks were absent. After a few uses I noticed it was not the correct model even though the box it came in said it was the X2 model. I called Back country, they confirmed this is a known problem and offered me $50 on my account. They said they don't have any X2 models in stock. I wasn't satisfied so they said I could return it as long as it was still in "new" condition for in-store credit. They sent me a label. I told them I bought a bike rack because I need a bike rack, send me what I ordered and I'll send their mistake back to them. They said they can't do that so I say I can't recommend BackCountry to anyone or give a positive review. Buyer beware! I'm stuck with a $400 bike rack I didn't order; they can't help me by sending me the exact product I ordered from their website as advertised. They lost this customer!

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.

Regarding the order b*******352
I have placed the order a week ago and I have selected next business day cause of a deadline I had. Backcountry took MORE than a week to process the payment, checking with my bank it was always Backcountry internal problems (not the CC) in the meantime Backcountry tries several times to charge TWICE my CC!
Chating, talking and writing emails almost every day it took me a week, my deadline totally out and Backcountry charged the next day shipping fee when I totally didn't need it cause of a problem of this pathetic place! Talked to a number of "customer service assistants inclouding the supervisor getting NOTHING but just an "oh sorry I understand your frustration". Have had the WORST experience buying online EVER!

Initially, I was very pleased with my experience. I chatted with a representative, he was very helpful and got me set up with a new park snowboard in time to shred the spring season. The board came and it was backwards. I bought an asymmetric board and the toe edge was labeled as the heel and the heel was labeled toe edge, in other words, it was upside down. I immediately called and they got me a replacement shipped out that same day. The replacement came today, and it is another messed up "blem" board that they tried to sell as a regular. I called and talked to them this morning, they got back to me this evening and sorry, sorry we cannot do anything about the messed up board we sold you, all we can do is offer a refund. Great, take week out of my spring park laps, send me two boards with factory defects and offer nothing to compensate... Other companies sell defects boards at the defect price, Backcountry tries to screw you over and sells defects as new. Never buying from these sketchballs again, unless I end up with defective cash...

Save you time and buy from some reputable and honest

I ordered a hat. It arrived in good order, but was one size too small. I called and requested an exchange. They provided a shipping label and I sent the hat back. After a week I emailed and the rep said "It looks as though your order was received and then labeled partially fulfilled. I am not sure why that is when it was only one item." The next day I got an email saying my refund was being processed. I replied by email saying I never asked for a refund, but rather an exchange, and should I just await the refund and then re-order? No reply for a week. No refund seen. I followed up on their chat client on the website. Another very helpful rep informed me my new size hat was now on the way. AT NO POINT WAS I TOLD I'D BE CHARGED AGAIN FOR RE-SHIPPING. THEY CHARGED MY PAYPAL AGAIN WITHOUT ASKING ME FIRST. I do not mind paying for the shipping, but I do mind having money withdrawn from my account without my explicit permission. Also, if I had gotten a full refund and re-ordered, I WOULD NOT HAVE BEEN DOUBLE CHARGED. Infuriating.

After being sent the wrong order, you Backcountry it my responsiblity to spend my time and my resources to return a shirt they sent me by mistake. And I don't have a printer. Because this was Backcountry's fault, I tried to have Backcountry send UPS to come pick up my package. UPS never came by, they didn't stop the truck to knock on my door, or leave a 'we missed you' note. Then I used the Backcountry chat feature again, only to be told to call UPS. Then UPS told me that they couldn't come by unless I paided them to. Why would I pay them to come pick up a shirt I didn't order? Then UPS told me I could drop off my package by simply telling them what the return tracking number was to bypass my lack of printer. So, after deducing that Backcountry was never going to take responsibility for this, I drove to UPS to see if I could drop off my package. But of course, they could accept the package because there no barcode to scan. Backcountry does not have a customer service department. I tried, and they have no services. It's a shame I'm not part of Backcountry's payroll so I could get at least half a day.