Backcountry

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.

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.

I got some very good deals on two yeti bikes (previous models). Shipment of 1 bike went great. Something went wrong on the second shipment and it was delivered to an old employer address that I had not been near in 14 years. I had taken the address off of my profile.

A notice came that the bike had been delivered, but not to my home. I just had 3 packages delivered to my home address. The package showed up at the old work address. UPS left it in the 2nd floor lobby outside a vacant office without a signature ($6000) MTB.

The customer service rep acted like the whole thing was my fault. It did not occur to him that they lack the proper controls for confirming purchases of big ticket items and the addresses. The company used 3rd party insurance and authorized UPS delivery without a signature.

I should have caught the mistake. A similar bike 29" vs 27.5" wheel size had just been delivered about 3 days before this one to my home address.

Is it too much to ask for a signature on big ticket items like this. Is it too much to not go into automatically blame the customer mode.

I have spent over $1500 on backcountry.com in the past two months. For the most part, things were fine. I ordered a Patagonia jacket but it arrived missing the patagonia tag in the front. I called and they wanted to verify so I sent a photo over. They said they would initiate the return process. I asked what they would give me if I just kept the jacket. They gave me $20 store credit. I followed the directions and tried to apply it next time I made a purchase, but you could not find the store credit anywhere. I made the purchase anyways. I emailed them again and they said to call and a gearhead can help me apply the credit next time. I did that a few days ago. They applied the credit. I was debating whether I wanted to go through with the purchase, so I waited a couple of days. I finally made the decision to purchase. Everything looked fine on the final confirmation page before purchase, the $20 was included. Once I clicked purchase, the final confirmation did not show the $20 credit. I called them right away hoping someone could apply the credit. The person said her system appears to be down. I should call back and talk to someone else. I called back and another person said the same thing. So now I need to remember to call back on a different day to see if they can get in to the order. If I don't do it soon enough, then they may not apply the credit to this order. This is turning out to be such a hassle to use the $20 credit. Once this is taken care of, I probably won't make another purchase with backcountry.com.

Wasted about 2 hours of my life over two days that I'll never get back. Site crashed in the middle of an order. The chat person was answering other calls and confusing them with mine. Sent me an order form but didn't say how I would receive it. Took all my credit card info and then the chat died... again. Called in and there was no history of my interaction or the chat. Terrible. Terrible. Just terrible. Folks, get out of the business or get your act together. There is really no other option. Mine was 'just' a $400 value order.
I happen to be a business continuity professional and strongly suggest that someone call me for guidance as soon as possible. Where is your executive management team?
Frustrated.

Noticed wrong shipping address on my order within 2 hours or so after I placed it (my mistake). Called BC, "we'll fix it, no problem." Tracked with OnTrac next day, still wrong address. Called OnTrac, BC didn't change with us, but "We'll fix it." Called BC back to ensure they would press OnTrac... sure... we'll send email to person in charge of that. Next day (original delivery day), address still wrong... OnTrac said they'll fix and get to me on time. Later, no change... delivery pushed from Friday to Monday... BC and OnTrac "can do nothing". Don't count on these people.

Their people are not empowered to make customers happy, they were selling an item on Backcountry and Steep/Cheap, but posted the lower price after I bought, same company, two different prices, they would not price match their own discount site. The assistant said her Manager would not let her price match an internal site... We are talking $30, really... to make their customer happy... Not sure I would purchase from them again, great service but really your own site! The agent said always check Steep & Cheap before buying on BC, great idea, I will now check everyone site and buy else where I guess. One disappointed customer.

Ordered a pair of Arcteryx shorts then a pair of Arcteryx pants. I choose the $9.00 shipping for each. Big mistake! The UPS service used by Backcountry is slower than anybody. It has been 2 weeks and nothing has arrived yet. Each of these items cost over $100.00. You would think Backcountry will take better care.

I got my skis, boots, bindings, and poles all at once. Everything was found for me by one of the people you can chat with, who said that he would send them out with the bindings mounted. (2 free day shipping) The package arrived on time and I opened it to find the bindings were not mounted. I talked to them again and they refunded my money. I brought them to a ski shop and got them mounted. I then found out they had found the wrong boots for my bindings! I contacted them again and they told me to exchange them, and I did. Last, I come to find the basket on the ski poles will not screw on! Over all the experience was pretty bad. But I didn't give them a one star because other than the poles everything seems pretty good quality and most of the people on the chats were very nice and helpful.

I tried to order a pair of mountaineering shoes from abroad because i couldn't find my size in stores and they were one of the few to have them. I went through a very cumbersome process of calls and chats and checks to finally have my order cancelled... I would not recommend it if you are in my situation i. E. not a US resident with a simple situation. They will not try to help you and will actually make your life complicated

I purchased a jacket, didn't like it, and returned it. Me not liking the jacket was not Backcounty's responsibility - rather my preference. So, at the end of the day, I'm whole, minus a little time invested and small return shipping cost. However, the experience of engaging this organization, from the very first phone call, to their awkward and misleading coupon advertisements, to the attitude of the sales staff, to their lack of follow up, requiring more of my time, is why I will not be back. How employees are treated and respected by their management is how, in turn, they will treat customers. Seems like a sweat shop to me.

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 my grandmother a NorthFace fleece coat on the 10/22/2019. Needless to say the by the 24th, they hadnt even began to proccess the order to ship it out I canceled the entire order. Even after they told me they would overnight the order, when i checked it the next day they had basically still not shipped it. Requested a refund.

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.

I'm super disappointed in backcountry's shipping time. I ordered a tent on May 29th, it's now 8pm in June 16th and no tent in sight. The tracking number hasn't been updated since the 13th, so I have no idea where my package is. I'm scheduled to leave for my backpacking trip in 48 hours. If I don't receive my shelter as planned, I won't be able to go on the trip. I assumed backcountry was a reputable company and their shipping standards would be reputable as well. I wish I had done more research before ordering. Had I seen all the poor shipping reviews, I would not have ordered from them. I will not be ordering anything important from them in the future.

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.

Backcountry.com used to be a reputable and decent company to buy from, unfortunately it has become less and less reputable and upright.

Backcountry.com and its sister site Steep&Cheap.com use very shady advertising methods on the sites, essentially being a bait and switch. Customer service is pretty bad and when attempts were made to bring up the bait and switch nonsense they were met with a resounding Millenial "whatever" and "meh".

Add in both sites are now selling goods that have decreased in quality and goods that are just overpriced versions of Walmart crap and the site(s) have become unworthy of spending your hard earned money. Ski this one and instead go to Gear, REI or other small and esoteric gear companies and websites/retailers.

I should have looked at these reviews before I called back country. They said they would have a snowboard knowledgeable guy call me back in 5-10 minutes. I called 30 min later to see if they had forgotten; they said he was still on the phone with someone else and sometimes their phone calls are "really long." That was nearly two hours ago, still no call. No one calling to say iit was taking longer than usual or anything to keep me interested in waiting around.

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!

Very poor service on large size items. They do not ship for free and they do not ship as promised, not upfront about 2 week delivery time, they do not tell the truth multiple times, shipping company does not provide correct tracking info.

My receipt said it was shipping by DHL. After two weeks and two chats, they figured out that it was being shipped by the USPS. They do not have their online operation working well.

Good prices, but they did not ship my items when they said they did, and then when I called, they seemed to try to sidestep responsibility and lay the blame at UPS' door. The thing is, UPS never received the package. Now I am out some items I needed for my trip today, and Backcountry.com didn't even offer to do anything for me other than a full refund or re-shipment of my package at the exact same speed. If you have a hard and fast date you need your stuff by, don't order from this website.

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!