I dont live in Eugene anymore, but I had good experiences when I did. I oredered a few items online and one of them was backordered. It was taking a little longer than expected so I called and talked to Derek, who then followed up promptly via email. The manufacturer (Metolius, which is based over the hills in Bend) was having some issues with production, but Derek helped me switch my order to a different color. It was at my door 2 days after I confirmed everything with him. When he offered me the color switch it took me a day to decide if I wanted it. He actually contacted me to follow up because I hadn't responded yet. Good luck getting that from a big chain. Usually you can barely get through to someone to help you. Being able to talk to a real person who actually cares and knows their products is why I would give them my business over an REI or similar store in my area. read more

This is a solid local alternative to REI -- I check here first. They have a good online site, their inventory is kept up to date, prices are fair, and the staff are all knowledgeable outdoors-people. This shop reminds me of some of the better small shops that were scattered around so many years ago. read more

DO NOT RECOMMEND unless you never expect to need their (nonexistent) customer service. Bought a tent before Christmas with a (supposedly) 60 day return policy. Never opened the tent and changed my mind, so tried to email customer service to do a return. No response. Called their phone number during business hours on a couple different days, no response. read more

DO NOT PURCHASE FROM THIS COMPANY unless you are really sure of the item. Their policy for returns is customer pays. That's fine... I understand. But, if return cost is $200, they should state that too! I called and not even an accommodation to share the cost. Never again. read more

I was looking for a tent. Backcountry Gear has it in stock and it will ship within few business days. So I placed an order, then made a vacation plan. A day later, they reached out to me that the tent was in back-order without apologies. It will ship at least after 2 weeks. I had to cancel my order and my vacation plan which a lot of people were involved. They should update their website that reflects the current inventory. read more

WORST CUSTOMER SERVICE EVER! It seems they don't know how to communicate with customers. Ordered a Snow Peak table but it seemed to be defected or returned because it has a few cosmetic wear on it. They didn't even say sorry when I contacted. and I asked to get partial refund in order to skip return process for win-win. But they just keep saying it's what it is and it's not their fault. Sounded like I was lying to them. So frustrating! read more

Been going here for past two years now and they've been very friendly and helpful every time. The store itself is small, but they have a huge warehouse/storage area in the back where they have a big selection. read more

Absolutely ridiculous hoops to jump through when using a different billing address than shipping address with credit card online. Bought a $200 jacket so not a large purchase. Customer service guy seemed pretty clueless and had no other way to validate identity other than to "wait for the small transaction to show up on your credit card and then let us know". Plenty of other options out there that are more user friendly. Won't be using again. read more

Promo code worked during checkout, but the invoice showed full price. I immediately contacted customer support, they wouldn't honor the promo code and still charged my credit card. Said it take 10 days to get a refund. read more

I ordered a couple of socks. I try to support non-Amazon companies. Their shipping prices were high but still.. The socks never arrived. I contacted them and they told me I told the USPS to keep the socks and I would track them down. Huh? This was not true. I have my products delivered to my office with a sign on the door telling when we are open (all business hours) and to deliver inside. I told them they were in error. There answer was that it was my problem. I am not going to spend a lot of time tracking down a small item that was not delivered so I asked them to track it down themselves or refund the money. We went back an forth. They never accepted responsibility or offered to solve the problem. They said "If it made it back to them, they might refund me" I found this unacceptable and sent a cancellation in to VISA. My postman noticed that Backcountry had put in a wrong address and corrected their error. I let them know they had erred but they still would not accept any responsibility. This is truly "customer NON-service" I join the other 2-stars. Last order they will receive. Dave read more

Was going on a trip on the following weekend. Needed a Jetboil system and found it on sale here. I ordered it on a Sunday, and paid extra for 2-3 day Shipping so it would arrive in time for my trip the following Saturday. Little did I know they take 3 business days to ship an order. I mean what business takes that long to ship an item. To me that is slow and poor service. I contacted customer service to see if I could get a refund on the shipping and was told that that wasn't their policy. So I didn't get any help from Audrey. I would not recommend this business. read more

As others have stated, a poor first and last experience with this shop, and dismissive customer service. My order arrived 5 days later than the estimated shipping, and my instructions included in the order were ignored. I was told these instructions are not even seen by the people handling the orders. They didn't think this was an issue. However, the order was correct, and undamaged, unlike some other reviewers, so 2 stars for that. read more

Shopped for a new ski jacket and purchased a Northface from them. Originally I was going to purchase it through Amazon and the website somehow landed me on Backcountry Website with enticing price. Received the jacket and wore it couple of times and noticed the zipper started to separate at the ski lodge. This never happened, let alone a winter skiing jacket. My other Northface bought from Everest never gave me problems even after 3 years of continual use. My first thought was that Backcountry sells irregular items or factory reject as new. Never bought anything from them since and gave away my jacket which was practically new. read more

Beware!! I ordered a backpack from this company that was on sale. I ordered it and paid $12.99 to rush ship this in 4 days to get it for Father's Day. It took 9 days to arrive long after I needed it and when I contacted them to return it and get my rush shipping back they informed me that they are not responsible for their shipping companys delays. Wait? What? So in the end not only did they keep my $12.99 for the rush shipping I also had to pay another $11 to ship back the item that took way longer than advertised. So for $23 I have no backpack and really bad customer service. I will NEVER purchase anything from this company again and I advise you not to either. TERRIBLE CUSTOMER SERVICE! read more

I would leave zero stars if I could. I ordered a hammock online from this store four months ago as a birthday gift for my partner... it never arrived. I called multiple times to check in on the order, only to be told that it was backordered, but should arrive within the next few weeks. Four months later, I finally cancelled the order. The real reason for the one star is that I did not receive any kind of apology for what happened. I spoke with an employee named Luke, who simply called the situation "unfortunate." I explicitly stated, "I would appreciate an apology for this," and STILL was met with excuses and a refusal to apologize. Truly terrible customer service. read more

I love the Cottonwood GORE-Tex coat I bought, but on the very first wear the zipper split and it made the jacket unwearable. I contacted Backcountry about fixing it, even asking them to do it if I paid and they wouldn't because I bought it from Geartrade. I wasn't really hoping to get it fixed for free or replaced under warranty really, I just want it fixed right and well since it is a specially coat! I am so disappointed they wouldn't even do that. read more

Worst online sales and service I've ever come across. Item was completely misrepresented and I was told that they didnt make the item and it was my fault for not further researching it. No reason to ever buy from this so called company. read more

When buying a non slip shoe for work, how are you supposed to know if it stands up to it's claim unless you wear them? Well, the Vans for work certainly don't and I have no need for store credits either so I guess I'm stuck with an $80 pair of shoes, regardless of their 100 percent satisfaction guarantee. Horrible way to do people. Never again!! read more

Poor customer service and return policy. They ASK you to find your own box to return shoes, in order to offer more protection I guess? They do not make it clear that it is a requirement or that there are consequences for not doing so. I couldn't find a box, so returned them in the original, never used. Was charged a 15% restocking fee because of damaged items, with no proof of damage. Seemed like they had good prices, but if you are unsure about your item at all, and may want to return it, I would suggest not using them. read more

As others have stated, shipping time is misleading (more like straight dishonest). I paid extra for the 1-2-day shipping. I reached out on day 2 since I had not received any shipping confirmation. Audrey then mentioned to me that they take 3 days to process the order. I asked where that was stated during the ordering process, and she promptly forwarded me the shipping policy...that also did not state the 3-day process time. She noted that they were busy and a small company. With false advertising like this, ideally they will stay small or just go away. No effort like...Hey if we get it out today, will that work? So, if you are like me and book a last-minute trip and pay extra to expedite, don't expect you will get your gear on time. The real bummer is that this delay wrecked my chances from getting the gear I needed from anyone else on time too. read more

Wow...this store is great! I heard about Backcountry Gear from the Elevation climbing gym. I am temporarily living in Eugene, and wanted to pick up some new climbing shoes. Elevation told me I got a discount at Backcountry Gear, so away I went! This store is bright, clean, and staffed with very friendly employees. I bothered a employee as I was looking for some non-leather climbing shoes. I didn't get her name, but one woman helped me incredibly. She pointed out shoes to me that were vegan friendly, and helped me with numerous pairs of shoes. She went to the back of the store three times for me, and did it with a smile on her face. I ended up buying a new pair of climbing shoes, and found a pair of "squishy bowls" for eating/drinking. I will DEFINITELY be going back to this store for my outdoor needs. I saw a lot of things I wanted, and I feel that the staff here know enough to help me find the proper things to suit my outdoor adventures. Final plus, they had some ice waters in a Yeti cooler they were giving out because it was hot in the store. I appreciate that kind of small things. If you're in Eugene, check this place out! It's local, and pretty awesome. read more

Ordered a duffel bag 23 days ago and received a confirmation email that it would arrive 2-3 days. Still have not received the item despite multiple emails and callsand and now will need to buy somewhere else to get in time for Christmas. Called again customer service will not provide a refund until item is sent back, even though I have yet to receive it and the tracking number shows it is still in transit. Also, they insist once i receive the item i need to pay shipping to return it. Poor customer service. read more

This is a review for an online order. No problems, shipped out the same day, arrived safely a few days later. The mixed reviews made me nervous -- especially given that there was only one of the item I wanted in stock -- but all was smooth. Plus, they had a great discount on previous-season Arc'teryx -- sometimes hard to find on sale these days! read more

Great online outlet who replies promptly and will resolve any issues you may have. Thanks Luke!

I had the most miserable customer service experience with backcountry gear that I've ever had with a vendor. I ordered a jacket and it didn't fit. I returned it via UPS. I checked my credit card statement two weeks later and a credit had not appeared. I called back country gear and the person I spoke with very casually said, they must've missed placed it. They assured me a credit would be issued. I verified with UPS that the item had been received by back country. They simply failed to issue a credit despite my calling back a second time. Ultimately I filed a dispute with my credit card to get my money back. What a hassle. read more

This company is incompetent, and I will not use them again after the experience I had. I made a large order of dehydrated food for a backpacking trip, I noticed that some were backordered. I wrongly assumed they would ship out all products in stock, so ended up wondering where my shipment was? A customer service agent quickly sent the in stock items once I brought this up, and I arrived my items in a timely matter. However, 2 of the backordered items arrived 8 days after they should have arrived. When I emailed, airing my frustration and asking for an explanation the response was inadequate and off topic. The customer service agent stated that the in-stock items arrived on time and the other two were delayed by backorder....well DUH. But I was told 5-7 days backorder and 3-5 days shipping, That means they should have arrive 8-12 days ago!!! Then Backcountry Gear DOUBLE CHARGED ME for the backordered items that I already had to wait way longer to receive! Other companies seem to be able to provide the basic functions such as shipping on time and charging correctly, that Backcountry Gear can't seem to get right. read more

This is a great place to score good deals on expensive outdoor wear and gear especially in the basement. Huge selection of all leading brands read more

I am a Eugene local, and I have been buying from BackcountryGear since the early 2000's when they were over off Madison St. Their employees have always been very knowledgeable, and they have the best selection of technical outdoor equipment in the Northwest. I've never had a bad experience here in all my years. And all my friends who have been introduced to Backcountry Gear absolutely love the place. When I was climbing in the early 2000's this was the place to pickup pro for your climbing rack. Today their climbing selection is even bigger. They have absolutely the biggest selection of climbing gear I have ever seen--anywhere. Now that my outdoor pursuits are much more down to earth, they have a considerable selection of technical and causal outdoor clothing, camping, backpacking, and hiking gear. Backcountry Gear has an excellent selection of packs. They helped my friends pick out some great packs, and they did a great job of fitting their packs too. Backcountry Gear has great deals and specials, and they are a must see if you are passing through Eugene. They are great resource for beginners and experts alike, so do not be intimidated. I see some negative reviews, and some of these might be outliers. They may be small, but they have an excellent selection thanks to their warehouse, plus they offer plenty of expertise and excellent service. read more

As many others have stated, this company has the worst customer service. I will never order anything from them again. I purchased an item from their website, but they sent me the wrong item. They refuse to correct the issue and want me to pay to ship the item back so they can send me the correct item. Uhmmm, no why should I have to pay to send it back to you? Why don't you send me a return label since you messed up and fix the problem? Very unhappy with their staff and manager in how they dealt with this. This is not how you retain customers. read more

Here's what we found: we went into Backcountry Gear looking for Nalgene Water bottles (specifically the kind that glow in the dark). They didn't have it, AND was happy to submit to Nalgene an order at the SAME price we could get from Nalgene....that was impressive. Yes, we could have ordered direct from Nalgene, we get it, but it was NICE to support a local business. When we went in to pick them up, they were surprised to find that the excess bottles they had to order (for a full purchase buy) was snapped up literally in a day...I am not!! Hiking and water bottles are "ham and eggs" and having them glow at night (for the full night) is a huge deal for hikers. The only draw back: they need to keep more than one person in the front when they have more than 4 shoppers in the store...that's it! We'll be ordering more items from them. read more

I wish all companies had service like Backcountry Gear. While, their in-store selection is limited and you can probably get it cheaper online, the follow-up care you get in the store or on the phone is worth paying retail for. The people that work there use the gear they sell and are very knowledgeable. Cool people. Gabe is one of the best reps I have encountered anywhere. read more

Placed on online order November 11, 2019, email said some of the items are on backorder but the rest of my order would ship. I have sent them 2 emails asking where my order that was "shipped" is and have not heard anything back from them. My charge card has been charged for the full amount. Very disappointed in their lack of communication for sure. I will give them another week and then will notify my charge company that I have not received my items and have them remove the charge amount. read more

Small outfit. Level of service is not the same as buying from REI or Amazon. Customer service does have an attitude problem. If you want to support a small business, be aware that the service can be less than satisfying. read more

You customer service is above and beyond. Chase "Powder" Clawson, called and emailed me after my first order with you. WOW, he wanted to make sure my son was happy with our purchase. I went back to him for a Christmas, gift for my son. He totally buffed us out, and we even had trouble with shipping. Post office sent it back. But Chase is making it right! You have an excellent employee on your hands. He has gained a loyal customer in me! I highly recommend this company! I hope you get to see this Chase! read more

First visit to Backcountry tonight and couldn't be more pleased with how things went. I'm new to rock climbing and wasn't sure how to best choose shoes and a harness. Lindsey (Lindsay? Apologies if I spelled it wrong!) was incredibly helpful, bringing out several different affordable options for me to try and offering invaluable advice on fit. We are clearly very lucky to have them local - I'll definitely be back! read more

SPENT A $1,000.00 for 2 jackets and they were dirty and wrinkled... Ordered 2 Arctery'x jackets from back country and when they got to my house, the bags that the jackets come in, were ripped open already and the jackets themselves were dusty and maybe even used... ARE YOU F#$KING KIDDING ME? I spent over a $1000.00 for a Beta sv and a Therma parka jacket and they were dusty and wrinkled and the bags were literally torn down the middle and the top opening was obviously re-taped a few times. NEVER BUY FROM BACKCOUNTRY, OBVIOUS WAREHOUSE ISSUES AND QUALITY CONTROL ISSUES. read more

Don't believe them when their website says in stock ships in 3-5 business days, bought a day pack for my girlfriend for her birthday. Now they tell me it is back ordered as they DON'T have it in stock. Do yourself a favor and save yourself the hassle, buy from a more reputable distributor read more

Unbelievably bad customer service---bordering on criminal. They charged me for gear they didn't have in stock, didn't send me anything or notify me for two weeks. I finally pestered them, they said they were waiting for the out-of-stock item, which was due in maybe a month or two? I tried to cancel the order but they sent what they did have from my order and told Paypal they'd sent it all when I filed a complaint. Then they took almost two weeks and daily questions on my part before they refunded me. They are either high, or idiots, or hoping we won't notice so they can overbill. The few dollars you save aren't worth the hassle. read more

Returned a brand new pair of gloves with tags in their original packaging and they rejected the return because they were not in the original packaging and "smelled used." Very dishonest company we will never do business with again. Spent several thousand dollars with them over the years only to lose us over a $30 refund. Shameful read more

Great customer service! Ordered a pair of climbing shoes and somewhere along the way my apartment number was lost and my package was returned to BC Gear. I called the store and within seconds was connected with James, who was very helpful and made sure my full address was taken so my shoes could be re-delivered. read more