Backcountry.com

I was hesitant to buy from
because of the mixed reviews it receives here, but I decided to give them a try because they had the best price on a raincoat I was interested in. The order went smoothly and I received the raincoat in two days. Unfortunately, the size I ordered wasn’t a good fit for me. I initiated a return via their website, printed a UPS label, and sent it off, then ordered the same raincoat in another size. The replacement also arrived in two days. About a week after shipping the return, I received an email confirming receipt and promising a credit will be issued to my credit card. Assuming they follow through on the credit, I’m satisfied with their service.
The only reason I rate them four stars rather than five is because I have to pay for return shipping, and I have gotten used to Amazon’s «free» returns for clothing and shoes.

I’m a little surprised to see some negative reviews on here as my recent experience was great! I was looking for a specific Osprey Hydration Pack for my partner’s birthday and ordered it through Backcountry because it was backordered at REI.
I used the chat feature on their website to ensure they had the item in stock because I wanted to get it mailed as soon as possible to make it in time for his birthday. They checked inventory and had plenty on hand. They were also offering free two day shipping (score!), and as soon as I placed my order a Backcountry team member called me to let me know they would be shipping it out by that evening and gave me his contact info in case I had any questions about the pack once it arrived. He also let me know that his brother has the same pack and really loves it. Little things like that go a long way, especially when ordering online.
I received the shipment within 24 hours (makes sense because i’m only a state away from their HQ) and we’re both super pleased with the product.
I’d definitely use them again when purchasing gear!

My order was never shipped, I called customer support and sales rep suggested that I’m trying to scam them, so they are «uncomfortable to ship the order» and immediately hung up on me.
I ordered from
just because it was 25 cents cheaper than REI and now, when the REI sale is over, I’m screwed and will have to buy the item for the full price.

This place used to be my goto for outdoor gear … however once I moved I placed a large online order. A week passed before I realized my free 2-​day shipment hadn’t arrived. Immediately I figured it had been shipped to my old address, so I went to check my tracking number. To my surprise I couldn’t find the email with a shipping confirmation, only my order confirmation. I logged into my backcountry account, my order was highlighted and said «Contact Customer Service.» I figured that an item may have been out of stock, as it was a holiday sale weekend … however that was not the case.
They informed me that my order was «flagged» as suspicious, and that they didn’t feel comfortable sending me my shipment!!! I then asked, why my order was flagged, I imagined that it was new shipping address … however they would not give me a reason, but said the exact same thing and told me to re-​do the order.
I argued saying that if I enter the same credentials as before, that me re-​doing the order would result in it being flagged again. They simply didn’t understand … so I told them I will take my business elsewhere.
*Typically when something like this happens, THEY CONTACT YOU, as they want your business … but no … I found out on my own over a week later and didn’t get an apology. or even a coupon for the errors/​mistakes/​time wasted in this mess.

I cannot believe how amazing and wonderful Backcountry has been in my purchase of the Altra 62 from Arc’teryx. I ordered size SR originally. Since I’m a goon, I fit it terribly at home and thought it was the wrong size. I sent it back and Backcountry honored the deal I got on Amazon for the new size RT even though that size was 100 dollars more expensive. They also threw in return shipping for the SR and gave me 2 day shipping on the new size. Fast forward to me getting the pack appropriately sized at REI (also a great place) where I learned that the SR was my actual size. Well shit. I call Backcountry, they proceed to help me like champions yet AGAIN. I need it short notice and they cut the price of next day shipping in half BECAUSE THEY ARE AWESOME. Ryan and Chris, if you’re out there, double high-​fives to you! Seriously, so cool. I am a customer for life and you should be too! Nice people over there.

Let me say that
has amazing deals and a large selection of products. I was really hoping to be a lifelong customer here, however the customer service end is where it seriously lacks. I placed an order on Wednesday with 2 day shipping, I was told I will get my item next Tuesday. That’s 6 days with 2 day shipping. I asked if there was any way I could get it sooner and they told me no. Great site, just poor customer service :/

As far as I am concerned,
always has a great variety of outdoor products and clothing, and often also great sales. However, their prices are not always the best, and their military discount was what kept me a loyal customer. Recently though, they did away with the discount code. Now instead, one must:
— Make a purchase and email Group Sales to have the price (s) modified prior to the card being charged or to be refunded the discount difference if the charge has already gone through
— Or email Group Sales with the cart information prior to purchase so that the discount amount can be calculated and then sent back with an adjusted total
Not all of their products are eligible for the discount, so you see why this is largely a waste of time. I don’t want to fill up a cart, have to send it to Group Sales, and wait for them to tell me that the discount can’t be applied. It seems to have turned into a rather backwards way of supporting the military and law enforcement. They might as well not even offer it, with all the hoops one now has to jump through to use it.
Additionally, I recently returned an item (return shipping is on your own dime, regardless of the reason for return) and received an email advising my refund would be credited back to my card. After a couple weeks went by, I noticed that I still had not received my refund so I logged into my account to check the status and saw a store credit. I contacted Customer Service, and I was advised that due to the item being worn, store credit was issued rather than a refund. THE ITEM WAS BRAND NEW WITH TAGS STILL ON IT, and they never offered me any further explanation.
So it was nice while it lasted
but I think it’s time for us to part ways. You’ve lost both my husband and me as customers. There are too many other outdoor retailers out there with comparable prices, better customer service, and better return policies.

I’ve been ordering from
for years and I love the breadth of selection and the sales!!! If you don’t need stuff but are willing to wait for end of season (depending on the sport) the deals are awesome.
I think the company has been trying to improve their customer service initiatives so they have been also offering up gear specialists — who you can call or email. My gear special Zach lassek has been incredible from offering up bike gear advice to also checking on local bike shops that I can ship my bike to (sending bike from Nyc to park city). I also bought a pair of mittens that didn’t fit and being a woman was indecisive on the fashion aspect (these were $ 200 mittens though!). Zach was patient and was happy to send me a pdf for a free returns via ups.
I’m giving
an A+++ on service thanks to Zach, A on selection, and will definitely be visiting the store/​website soon!

I ordered a climbing package from
, but when I received it, it was only the harness (not the chalk bag and belay device). I contacted the staff through the chat feature and got Cameron, who was very helpful. He told me that the item was now on sale, so he refunded me the $ 10 I paid when I purchased the item, over the sale price!
They tried to re-​send me the climbing package, but realized that the harnesses were mislabeled. They sent me an additional chalk bag, screwgate biner and belay device for free (each separately sold for a total of about $ 46).
Really easy to deal with, I think the first shipment was an honest miscommunication, but they handled it superbly.

Made a return; they say it had pet hair and gave me store credit. Chatted with customer service and they agree to issue a refund. Refund never happens. Chat again, get same promise. Again, no refund. Chat again, supervisor is out this time, says they will contact me back. No contact.
Their customer service is crap.

1^st time and last time with this sub par retailer.
I completed my first order two days ago, and as promised, received my package today. That was lovely, but also where the good ended. Of the 4 items I ordered, only two were correct. One item was back ordered, although it wasn’t mentioned as being back ordered when I made the purchase. The customer service representative actually told me that it would be faster if I canceled my back order purchase and checked the site daily to see if the item was restocked? What a preposterous solution? The other mistake was with the pair of shoes I ordered. The picture for the shoes was incorrect online, which resulted in a delivery of shoes that differed from what I thought I was ordering. Although this was of no fault of my own, I’m now forced to go out of my way to ship the shoes back. If I wanted to go somewhere for this purchase, I would have purchased from a local store, rather than an online platform. So, here I am, left without the shoes that I wanted, and with the burden of shipping back a pair that I didn’t want.
customer service agents didn’t seem to see the dilemma/​irony in this situation.
I wish that I would have read the reviews on here before ordering…

Beware of sales! If you have a quality problem with an item you are likely out of luck.
In August I ordered Spyder ski jacket for 9 year old — while it was on sale. My son didn’t start wearing the jacket until December when it started getting cold. Within 30 days of light wear all the Velcro came off.
Because its been over 30 days since I purchased item Back Country offered for me to ship the jacket we have back and THEN they will send a replacement (cost of shipping each way our responsibility) and replacement of same product no longer availlable. This news received after calling again to follow up on the phone call and emailed photos sent over 2 weeks ago that have not been responded to.
Thumbs down to both Back Country and Spyder.

Backcountry offers a wide verity of products at really reasonable prices.
However, they sub-​contract there delivery to some third party company that really sucks. Has anyone ever heard of OnTrac, yeah, exactly. They advertise two day shipping but took a total of eight days to receive my package. Whats the point of advertising two day delivery if you cant follow through. Customer service only offered me a 10. discount for this problem. What a joke. I refused it and will never do business with them again. Amazon all day!!!

Bought a Pendleton coat, sleeves were too narrow so I returned it. A week after sending it back I get an email saying they received it and that a refund would be made. Weirdly, the email says to check with my bank as to when that is going to happen. Another 2.5 weeks goes by, still no refund, and the bank has no information. I call the online support number and am put on hold. The rep comes back and tells me that they are not going to issue me a refund, but rather give me store credit. They say that there was pet hair on the return. I NEVER EVEN WORE THE DAMN COAT OTHER THAN TO TRY IT ON. I tell the rep that I have an email that says that a refund is being made and she says to me «I’m really sorry you got that email.». I tell her right back that That email is all I need to drag them into court to get my goddam refund, and without even missing a beat she says «I have just spoken to my manager and they are going to let me issue the refund to you».
Bullshit. Run arounds. Shitty customer service.
I will never shop from these people ever again.

First time ordering from
.
Ordered the Fossil Ridge North Face Jacket for much less than local and online retailers.
Free 2-​day shipping and tax saved me 80 bucks!
Got it today and had to rave. Turned out well!

Love this website. I ordered lots of stuff from them and they give free two day shipping on orders over 50 $ plus no sales tax. Yes no sales tax :)
They also match price if you find someone selling for a lower price. almost 7 days after my orders I got $ 78 back on 3 products after price match.
The returns are super easy and convenient. The live chat on site is also really good. The chat connect time is very fast and I always got my queries answered whether it was about gears or returns or exchanges.
I have a very good experience with this website and now I always buy from them as it’s trustworthy.
Did I say they give 20% off on almost everything?

I ordered a shirt online. After 13 days I didn’t get it. I called them up to check out what was up.
Customer service said they just decided to not ship it out. They literally had no reason for not shipping the item, they couldn’t shine any light on the situation at all.
I asked them why I wasn’t at least notified of this.
They said that it’s BackCountry policy to not contact someone when an order is placed & they decide to not ship.
It’s a really strange way to treat a customer…

WORST company I’ve ever dealt with regarding online purchasing. I ordered a jacket, paid for 2^nd day shipping and when my order arrived… it was not my order at all. I opened the package to find a men’s racing jersey. I called the company immediately (within minutes of receiving my order) and I was assured by «Sam» that my correct order would be sent to me overnight. Well, it never came. So, I called the company, AGAIN, to find out where my mythical jacket might be. I was told that it had been sold out… Doesn’t exist on their website anymore. They’ve said they will now refund the money but I wonder if I’d never called would they have given me my money back?
I had doubts about this company and I should have trusted my shoppers gut.

Its a bit interesting how things are set up here. I came in thinking it would be a huge retail storefront, but there’s just a bunch of computers where you can browse their sites and they’ll retrieve the merchandise for you to look over.
You can end up spending lots of time in the store browsing their site and waiting for them to bring stuff out. Next time, I’d come more prepared with things I’d want to look at and have them get it for me when I get there. Still awesome to be able to get great deals on their stuff when there locally.

Needed some last minute holiday gifts to stuff some stockings. I got online and checked out
to see if they had any decent neck gaiters for snowboarding. They had so many to choose from. I jotted down the items and headed down to the store.
When you get there, you fill out cards with the item numbers of the products you would like to see. They have a bunch of computers stations here so you can browse their website and get your info. Take the card to the desk, and they will call your name when they have all the items for you. Pick up your products from a window in the back and you can check out them out, try them on, and figure out if they are what you want. I was able to find a great neck gaiter, out of the 4 I tried. Way better experience then heading to some holiday crazed shopping mall!!! I even scored some half price socks that were a total impulse buy.
Checkout is efficient and the staff is very helpful and knowledgeable. Transactions are paperless and they email you a receipt. I was told If the gear is used you have 30 days to return. If it’s new you can bring back anytime.
I have also shopped their various websites too and have had a good experience. The outlet has great deals and the shipping is always fast.
p. s. Free coffee/​Tea