Lee C.

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.