This is one of the best companies I've ever used. I ordered a pair of hiking boots, 1/2 size larger than normal, since that's what I've always worn for hiking. I used them 4 times, trying double socks, etc., however nothing worked. 'Chatted' with them to see about exchanging. Yes, no problem. Got my new boots, wore them once, ankle bone swelled on right foot, couldn't hike for a month. 'Chatted' with them again, they sent me a new pair right away, saying it might have been a 'bad boot'. Yup, new pair is perfect! The people I 'chatted' with were polite, knowledgeable, and just plain nice! I would highly recommend this company, and will be using them again. Plus, their prices are very competitive. read more

This was my first purchase from Backcountry but will definitely not be my last. I purchased an 8plus chalk bag as a gift for someone and the unit we received my have been damaged in shipping, it was a fuzzy bag so the hairs seems to be frayed and the rim of the bag had an apperant break that caused the bag to not stay opened correcty. I went back and forth with 8bplus warranty and ultimately they reffered me back to the vendors. I got in touch with Andrew who was nothing short of amazing, he was able to review the interactions with 8bplus and got a brand new item over to me, even with my off request of finding the one with the best hair ! Thanks again back country gear! Can't wait to visit your brick and mortar soon! read more

It's Monday, June 10, 2013. I called in for a price match for an Arcteryx Naos 85. The guy on the phone was rude and would not work with me at all. It was very frustrating and I will never order from this country. This is a $700 pack and all I was asking for was a 10% discount. Moosejaw, REI, ZBSports, Backcountry.com all offer 10% back in one way or another. Worst experience I've had with an online retailer ever. read more

Please make sure if you are buying climbing gear for someone you know it can't be returned. I tried to surprise my husband for Christmas and got the wrong thing and now I'm out $50 bucks because they wouldn't allow me to return it. Not cool when REI and other places would gladly return. Now he is stuck with the wrong thing all because I didn't get it right. Beware! read more

Worst customer service experience. I spent weeks on the phone trying to confirm a freight delivery because their outsourced company was awful. Rude. Lied. List my merchandise and refused to give me a delivery date. Blamed it on Covid19 and lack of manpower. No return calls from any supervisor. After finally calling backcountry Again and again AND again, they apologized and stated they'd refund my entire purchase once I returned my paddleboard and kayak. Funny, I never received them BUT they were sure to charge me the delivery fee. What a nightmare!! I wouldn't trust this company. Get your outdoor gear elsewhere. read more

They stock much better gear than REI. Definitely the place to go in Eugene for high-quality outdoor gear. If you want to look trendy while car camping, REI is great, but if you need to find specialized gear for activities like climbing and backpacking, Backcountry Gear is a better bet. They're also long-time supporters of other local businesses and organizations. Quality folks. read more

Oh Backcounty Gear. How I love your business. Amazing selection of climbing gear. I am so happy I crossed state lines to purchase a harness I had my eyes on. You get it. Happy to spend my $$$$ here. Please come to California. We will welcome you with open arms. read more

Amazing shop! So much product, combined with expert knowledge. They helped set me up with new gear and educated me on the world of climbing. If you are into camping/climbing/outdoors, this place is a wonderful resource. They also have a pulse on the community and local programs. I go here ALL THE TIME! read more

Great shop, knowledgable staff, incredible selection (ask what they have in the back!), flexible returns and crazy fast shipping! A bonus to support a local shop over a corporate chain! read more

LUKE WAS NOT NICE! I called 3 days later about a coat that was on sale for 207 and I got busy and forgot to order so today I called to order it and LUKE would not come down from the 279 MSRP price. I even asked to speak with a manager and he refused then said they were too busy. He said If Ii called 2 days later he could honor but NOT 3 days. Guess not coat for me. When you called avoid LUKE at allllllllllllllllllllllllllll costs. read more

I actually never bought anything from Backcountry but placed two orders with them which I eventually cancelled. My first order was for a Patagonia men's Fitz Roy Parka black in a size small and got 20% off and free 2 day shipping. They do charge tax unless you live in a state that doesn't charge sales tax (Oregon/NH), so take that into account. Unlike some companies their stock seems to be spot on and they ship asap. Only after an hour I placed my initial order I live chatted and canceled my order since a lot of reviews said the jacket ran large and Patagonia's site recommended a XS, but the only XS in black they had was in the jacket version. So I placed my second order for the jacket version and the item shipped that day 2 day from Virginia to NY. The next day I went into a Patagonia store and noticed the XS Fitz Roy jacket just fit oddly and even with 20% off from Backcountry I didn't want to spend hundreds of dollars on an oddly fitting item. I quickly live chatted with someone asking for a call tag and they said not to worry they would just have the package redirected and I would be refunded. I got a email confirmation of my RMA only seconds after my chat ended. While sadly I didn't get a jacket from them I would highly recommend Backcountry to anyone for their customer service. read more

I absolutely love the product that is available in the backcountry gear store and there store online as well. They have quality items, this is a place where you go to get the best hiking, camping and rock climbing gear. My husband and I have been ordering/buying from backcountry gear since 2012 when my husband went to hike the Appalachian trail. We have never had any issues with ordering. There store staff is very friendly and informed. We are definitely loyal customers to this place. read more

Terrible experience dealing with them on a Patagonia jacket I purchased online as a gift in June. After only being worn a handful of times, the left cuff on the jacket came apart and the inside fill began to come out. I contacted Backcountry Gear and they pretty much pawned me off to Patagonia. I spent about 20 minutes on the phone with Patagonia. They were willing to help by having me ship the jacket back to them and they would repair it or issue a gift card. The process would take about a month. Patagonia claimed that I should have been able to return it to Backcountry. I told them Backcountry referred me to Patagonia. The Patagonia rep said that was very unusual and that they have very good relationships with their dealers, and it's normally the dealers responsibility to handle this as a return. This is completely unacceptable for a $200 jacket. I might add that I emailed Backcountry initially with pictures of the jacket. Since I didn't receive a timely response via e-mail, I had to call them myself. I would suggest NOT ordering anything from them online. read more

Great company! I bought a pack from the sale section online and unfortunately had to return it due to not quite the right fit. (Was a women's bag and I'm rather petite and it fit wrong in the shoulders!). The return policy is seamless and I've had nothing but great conversations with their customer support team. I managed to order another backpack, a Mammut 35L womens, for a great bargain and I absolutely LOVE it! I got my husband to buy a Deuter bag from them too, and he only paid $65 bucks! Best site I've found with low pricing on outdoor gear! Tell your friends (better yet email them a reference from their site and give them $10 off!!) read more

Ordered my first Ski Jacket off the site. Signed up for a 15% discount by entering in my email. It didn't apply at first. Chatted with Jestanie M., gave her my order number and she automatically honored it with not questions asked. GREAT CUSTOMER SERVICE! read more

Backcountry Rocks! The customer service rep I had was amazing (Chris Rignel)! I received some fairly expensive bindings via UPS. Well we all know how nicely they treat our shipping packages. My bindings arrived in a heap within the box. I was very disappointing about this and emailed backcountry.com right away (all-the-while thinking I was just typing into the wind). It wasn't 3 minutes and I received a phone call from Chris Rignel at BC (this was around 6:00PM on Thanksgiving eve). I'll make a long story short...Chris took very good care of me, offering to send me a new pair if I wanted them and offered me this and that. Wow! I was a first time customer...he made me a lifetime customer! Thanks! Chris! Oh and to the guy whining (Mr. Stinky Pants) about not being able to return used gear thus giving BC a one star rating because they wouldn't take it back? Dude, everybody knows all used gear sales are final wherever you shop. read more

Best customer service I have ever received! Their chat service is amazing, they responded right away to all my questions. My items came super fast and they gave me a free return label to return the items that did not fit. They also run deals often so you can get high end brand names like TNF and Burton for cheaper than you can when buying direct from those stores. Would 100% recommend to anyone. read more

Backcountry.com is my 'go to' online retailer for all outdoor gear. Customer service is beyond first rate, selection, quality products and price always the best. Make it your first site for outdoor active adventure clothing and products read more

My experience with them was online and I received fantastic customer service. The bag I ordered as an anniversary present for my husband was out of stock. I was contacted promptly by Maureen at Backcountry and not only was she able to suggest a comparable bag that would arrive in time, she also provided a price match for the bag. I'm not used to receiving such personal service when ordering online and I was really impressed with their attention to customer service. read more

So, I messed up and had my billing address correct but the default shipping address was for an outdated overseas address for me. I realized after 10 days of not getting any packages, that they were sent to the overseas address that I accidentally put down. After one phone call, they said they'll eat the loss while they try to retrieve the packages from the Military APO mail system and automatically reordered everything for my correct address. That is awesome customer service. I feel bad because it was totally my fault for not double checking the default, but they got me covered! Thanks Jason Z with backcountry read more

They require you to pay for returns. That free shipping refers to their initial mailing. Beware. It cost me $15 just to try a coat on.

I ordered a backpacking stove that they said was in stock over a year and a half ago and still have not received it. I emailed them 3 times they said it was on back order, so I ordered it from another store and got it in about a week. One other time I ordered a sleeping pad and it took them 3 times to send me the right pad. read more

My daughter and I ordered some gear for a trip on February 20, 2014. I paid for updated shipping. The item never arrived. The customer service representative assured me that it would be refunded, but that they would first initiate a USPS investigation and would get back to us within a week. They never responded. We wrote them inquiring again and they wouldn't respond and no refund was issued. A month later we got an email saying the charge wouldn't be refunded with no explanation as to why. We asked to see a copy of the USPS investigation to ensure that they even initiated one and they wouldn't respond. No further contact was acknowledged. I have tried writing them via postal mail and email but no one will discuss it or return my calls. I never received a package from them and they never refunded my money as they originally said they would. I've finally had to open a BBB formal complaint and print off the documents to open a small claims suit to get my 560 dollars back for a package I never received. Awful. I'll be sticking with the good ones from now on: REI, Black Diamond, and Outdoor Research. Their customer service is second to none and worth the extra couple bucks you might save on other sites like this one that screw you. read more

Tried to buy a sleeping bag on line using their '10% off' first time buyer coupon. From what I gather, its not viable for most brands, including the brand I was looking for so it was, in effect, wasting my time. I won't be back. Poor customer acquisition strategy in my book. The team there at Backcountry Gear might want to rethink this one. read more

Can't believe they don't have any reviews yet! This is the best gear shop in town. They stock only the best quality brands (as opposed to REI) and have friendly, personal staff. Not to mention they house fun events with local beer and snacks! Also, they have a big online business, so they have many items you might not expect, stored away in "the back". read more

I love this place!!!! I am so happy that I just happen to live in Eugene and can visit the actual store. Backcountry Gear does the bulk of their business online and the actual store is more or less secondary to their online sales. With that being said you may not see even ten percent of their real inventory if you go into the store, but if it has to do with climbing, backpacking, camping, or just about any other adventure sport they carry it! All of the people in the store are friendly and knowl what they are talking about. Do yourself a favor and drive past REI and wave as you make your way to Backcountry Gear. read more

I know so little about camping but after I spoke to Jayson, I ordered a tent. Get this. They have followup calls AFTER the sale! Jayson is friendly, interesting, and educational. Ask for him! He's terrific. read more

I didn't actually go to the store in Eugene, but I ordered some rock climbing gear from their store online at backcountrygear.com. They have tons of great prices on all kinds of gear. Along with the package, they sent me a letter to let me know they are thankful for my business. I will definitely go by this store next time I am in Eugene read more

very disappointed store, This is 3rd time I ordered something out of stock! Poor customer service

I recently purchased an Osprey Aether 85 backpack from the Backcountry retail store in Eugene. I found the staff to be extremely helpful with helping me determine the right pack for me, sizing and fitting the pack to my body and making sure it would work for me long term. They spent a lot of time working with me and I appreciate that level of service. I've always found that to be the case with other items I've purchased there also. Extremely knowledgeable staff that definitely walk the talk....they're out there using the gear they sell. read more

No free return after received a bad product. I wrote a review about the product on their website but they never published because I did not write a "good" review. Disappointed. read more

By far the worst experience I've ever had. I ordered a product from them 5 days ago with one day shipping. Today I got an email from them informing me that my item is no longer available. I just think it's ridiculous that I have to call every single day to make sure that my bag is going to go through or not and to check the status. I feel more like their mother then a customer. Every single time I call they inform me it's in the process of getting shipped. Which is clearly a lie because now my item no longer is available. I will no longer be shopping or supporting this company that clearly don't know what they are doing or need someone to hold their hand 100% of the time. I will also be stating my opinion as often as possible about my experience so no one has to go through what I went through. Now I have no bag for my trip... Thank you for your help... NOT. read more

I ordered 4 Black Diamond Freewire Quickdraw on their website. On the right hand side of the product order page is a box stating that 100% customer satisfaction. I received the box a few days later. I opened it and saw that the item was not what I wanted and called for a RA#. I was told that no returns on used climbing gear. I explained that nothing was used. Still in original packing, NO RETURNS on climbing gear period. The sales staff said that it is posted in plain sight. NO it is not. I called back to talk with an owner or manager. They have caller ID because no one picked up the call for 30 minutes, I called on two separate lines one for sales and one for [product information. No answer. Finally someone grew some balls and answer to tell me that they will never take bake any climbing used or not. Please shop at Amazon where they will not screw you just because they can.I sent back the un-returnable gear. Email me and I will send you pictures of the "used" gear. I vote with my wallet and I will tell anyone who will listen about my experience with this company. What do want to bet that the "policy" will be right next to the order page where should have been to start with. Go Amazon!!!! read more