Good prices, but the change in pay for returns is poor customer service compared to other retailers where we shop. Sounds like it's an issue with mistaken orders, which happens with us 25% of the time. Luckily, I have their brick and mortar close by and return in person, but returns are now inconvenient enough that I will shop at Backcountry and Competitive Cyclist as much. I will agree with other reviewers that their support has plummeted in quality. Not sure what self-important MBA they hired to make the changes in shipping and customer service, but they certainly know how to decrease value in their company. read more

Ordered a grill. The item was left at my doorstep without any outer shipping box, fully exposed in its original manufacturer packaging. This is completely unacceptable for several reasons: It leaves the item vulnerable to damage from weather and handling. It significantly increases the risk of theft, as the contents are clearly visible. It does not meet basic standards for secure and protected delivery. To make matters worse, I've already had issues with a previous item from this order being defective, missing the black o-ring from regulator, which caused a propane leak, and this experience only adds to the frustration. I had to repurchase a new grill while waiting for the return/refund of the first one purchased. I'd like to understand: Why this item was not placed in a proper shipping box? What your policy is regarding items shipped in manufacturer packaging only? Additionally, what would have happened if I wasn't in a position to repurchase a replacement item while waiting for a refund on a defective one? This process places an unfair burden on the customer. The customer service representatives didn't offer a single apology. What a nightmare! I'll stick with REI. read more

Don't expect good customer service. Had an item show delivered, image clearly is not my door. They told me to check neighbors and if I couldn't find it to contact the in 4 business days. Very poor service. By looking at other reviews this company scams everyone with these practices read more

backcountry.com has lost their way. It started when they began lawsuits against anything with backcountry in its name. Now they remain extremely dishonest. I ordered a bike rack part. This item arrived in a tattered box. It had clearly been opened many times as it was likely returned to backcountry several times. It ended up not being compatible with my roof system. I sent it back, after removing the old torn and ratty tape it came in, better than I received it. Backcountry.com refused to accept it, stating the box was too worn for resale. It was good enough for them to send it to me, but not good enough for them to take it back. Double standard, scammers. Take pictures of everything! Buy local. read more

I ordered a knife off of BackCountry's website and the box was delivered without the knife in the packaging. This was very disappointing. I called customer service and after fighting for my case, they send a replacement. When the replacement arrived, the same issue occurred where the packaging did not actually have the product in it. I called again and the customer service team refused to help me. This is terrible service and I am furious with how things have gone. I am a repeat customer who loves Back Country but this is awful. I paid for a product and because they made mistaked, thye are refusing to send it to me or make up for their mistake. Nobody should shop at Back Country if they are expecting to get what they paid for. Oh and by the way, Oliver at customer service was rude and disrespectful from the beginning to the end of the conversation. His manager was not much better. read more

I Live in Utah and wanted to support a local business but this place has issues. I placed an order on the website....a clear picture of the shoe and color I wanted. My order arrived the next day and it was the wrong color. No big deal. I called and spoke to a "gearhead" for a return and was assured my shoe was in stock. Placed another order. The wrong color showed up the next day. Again. I called again and got another representative who put in a ticket with the warehouse. I got an email assuring me the shoe was in stock and the system glitch was fixed. I called this same representative and placed another order....wrong shoe showed up at my doorstep today. A third time. Ridiculous. Do better. Ben R. read more

Backcountry has multiple problems. The selection in their physical store is terrible, particularly for sports gear. An online order was left by delivery on the street, by the mailbox - rather than as UPS, Fedex and other deliverers do, by the door. There was fee added to my order of around $35 for shipment protection that I did not authorize. I received an email that I can cancel the protection, but I was given only 24 hours to do that and of course I saw the email in about 36hrs. What I ordered did not fit and the "FREE RETURN" turns out to be a simple lie, I had to pay for it. And the extra $35 for shipment protection is of course non refundable. Just a one big racket. They should just disappear - into the back country. read more

It was ok. Staff was t super helpful for us first timers. Found about 20 items to try on and they only had 4 of them Pretty far out of the way for us to go to. I love the idea and vibe, but it just wasn't executed on perfectly, and that's ok. We will try again. read more

Where do I start? I bought a vest from Northface didn't fit returned it and they claim that it's used still have the tags on it never was used. Was still in the plastic bag that it came in originally and they're claiming it smelled of detergent or softener, straight out lie don't buy from this company. It's not worth it. They rip you off. They don't return your money they give you store credit for something you're not even gonna buy again in that store do better maybe you won't lose customers. read more

Wish I could give -100 stars. Backcountry really let me down, but don't take my word for it, just look at all the other 1 star reviews here. I needed a piece of gear urgently and paid for overnight shipping. I placed the order at 4pm, and their website states that orders received by noon are guaranteed for next day service. I expected my items to ship next day but they didn't. Late on this second day I even communicated with a rep who assured me everything was on schedule and I would receive my gear on time, which really let me down. At that point there was still time for a replacement. However, that second day passed and we are now on the third day and my items have not left their warehouse and my expected delivery date is 3-4 days after what they initially told me and what their website represents. Customer reps misled me multiple times, telling me at first the shipment was moving normally, then later when I was attempting to resolve by phone the rep misrepresented my order date and I had to tell him he was wrong and that I have screenshots of everything. Ecommerce in 2025 has progressed way beyond this level. Buyer beware. They lost a 20 year customer on this one. read more

I bought a bike from them and on it was damaged on delivery. They told me to take it to an REI who will fix it. I took it to an REI and they said they couldn't work on this bike because of the internal motor. I told Backcountry this and asked them for an alternative solution and they insisted I provide a receipt as "proof" they I took it to REI -- I didn't have a receipt because REI didn't charge me for anything, and REI had no notes because they took one look at it and realized they can't do anything because of the internal motor. They kept insisting on getting "proof" that I had already taken it to REI and refusing to do anything until they had received this proof. Jeremy Begay, their "Bike Warranty Supervisor" is especially unhelpful, at times responding with sarcasm instead of any genuine attempt to help. Stay away from this company. read more

I received the wrong item. And I hate when a company makes a mistake but the customer has to jump through hoops to make it right. Their part is easy--just ship another pair. I needed them for a trip but I won't get a new pair in time. I should have listened to some of the other reviews before ordering. read more

You can buy shoes online and use their sizing chart and it's still wrong. Then you get charged to return...as if I ordered the wrong size on purpose. 2-3 weeks to exchange. Must be 2005 over there. They could learn from Amazon read more

This is not a business run with integrity. Their online site does not warn when an item is ineligible for return. This information is only given AFTER 'submitting' an order. Will never use again and if I could give zero stars, I would. read more

Backcountry.com has been an awful experience. My package left their warehouse with an unreadable barcode and is on the wrong Fedex route. Fedex advised that this was indeed the wrong route, has no estimated delivery date, and that the shipper needed to contact Fedex to resolve. Addie with backcountry told me that they wouldn't contact Fedex. I would need to wait until I could report it lost to Seel (the 3rd party insurance company they upcharge your order with). I asked that she just contact Fedex now and we can resolve this today. She disconnected the chat. Over the phone, Sergio assured me he would email Fedex and follow up with me via email. But, reading the reviews here, I am doubtful there will be any contact. Don't use backcountry.com. I only did because they offered a Veteran discount. "thank you for your service" indeed. read more

No mention that the $8.99 return policy. Daughter has bought items before and ordered stuff in Alaska and no mention during check out that the $8.99 return label does not apply in Alaska. Asked for return label and they said no. She spent over $150 to return items. Not Cool. Other on line retailers no issues. She lives near the Virginia location and has been a loyal customer. I have stopped referring Florida friends who were looking to get warm clothes for trips. Go to REI and pay a bit more for better customer treatment. read more

Backcountry - $8.99 return policy. No mention it does not apply to Alaska. Not cool. - Outdoor Gear Near Me - West Valley City, Utah

Ordered 2.5 weeks before Christmas. 3 days before Christmas they tell me they are unable to fulfill my order! Never oder from them again! read more

I purchased a pair of pants from Backcountry and never received them. Backcountry outsources its shipping-protection claims to a company called Seel, which the customer pays for. Seel initially sent me an acknowledgment email saying they received my claim--but then I heard nothing. No follow-up, no resolution. Backcountry refuses to take responsibility or help in any meaningful way. I'm out the money, out the product, and stuck dealing with a third-party company that won't respond. Bottom line: Don't buy anything from Backcountry. If something goes wrong, you're on your own. read more

This is a dishonest retailer. I attempted to order a Thule revert 4 rack from them on their Amazon marketplace. It showed that they had several in stock. They canceled my order and when I went back to their site, they had increased the price over $100. The bottom line here is they do not want to honor their advertised sale prices. Yes, I have reported them to Amazon for dishonest sales practices. read more

do not order from them. terrible company I placed my order on October 11 and it's now ember 8 and still haven't receive it. spent multiple hours on the phone and still didn't get my refound or order items. they use door dash as delivery service and blame it on them relling me to talk to them. I didn't order from door dash I ordered from backcountry . stay away read more

BUYER BEWARE! if I could rate this company a -1,000,000 I would. I bought a $400 item that their DoorDash drivers delivered to the wrong address, I texted and called the driver to tell him not to deliver it to this address because it was a business and was closed and please deliver on Monday morning or any business hours. No one answered or acknowledged my text or phone calls. They delivered it in front of a strange building. I called the company to get some satisfaction, a refund perhaps or call DoorDash and help me file a claim with them. They told me that I should've chosen their three dollar insurance option and there was nothing they could do for me and I should file a police report. I am now out of $400 and I'm completely disgusted with this company! read more

Bought a $200 pair of boots that I waited and waited to be in my size during their 20% off coupon. I finally saw they had one pair available in my size and I ordered them to receive them with clear as day damage/poor quality/defective. I reached out to them and they said I had to pay more money to send them back to them for them to review them and they wouldn't for sure return them. i will never purchase another item from them ever again. They are terrible to their customers. read more

Bought pants for Christmas gift in Oct. The return window was Dec. 1st. Person tried them on Dec. 25th for Christmas and the sizing was totally OFF from manufacturer. Seller wouldn't exchange them for a size that fit. Not a return....an exchange because it was past the return window. Return policy yes.......service to your customer, absolutely not. read more

Buyer beware. They have deceptive images of replacement brakepads. I wasted $ 30.00 plus on this "online scam". I wasnt looking for a discount, i just wanted repalcement pads. Upon contacting, they acknowleged the images aren't necessarily correct. Not sure how one would go about ordering if the images are false. refused to issue refund or correct replacement. Not a good online retailer. Go elsewhere read more

I ordered a jacket for my son on December 7th for Christmas. I I called on 12/22 to check on the order and they told me it was "lost" in shipping. I spoke to 2 different representatives and both were very non-chalant about the fact my xm-mas gift was lost in delivery. Not one apology for the inconvenience. I'll never order from Backcountry again. read more

This is not the same backcountry.com I once praised. The site once was very reliable with competitive prices, quick shipping, and great customer service with an online support team that often helped my decision-making for purchases and made me a dependable customer. Something has changed for the worse. Prices are still competitive, but you might not get your order. I placed an order for a sweater and for 3-4 days the backcountry.com site listed that the order had not been picked up. Online, the dependable chat team had been replaced with AI which eventually directed me to a support person in Mexico City who assured me my order had shipped and would arrive the next day. After several more days I contacted AI chat again to be directed to Mexico City to be told my order was lost (although the website said the shipper never received it/picked it up). They were going to reship my order but two days later I noticed the order had been cancelled. I never received an email about this but noticed myself when going to the website to try and figure out where my order was. I did AI chat again to be connected to actual person and was notified what I ordered was now out of stock. I received a refund, found the same product at another reliable seller at a competitive price, and it was shipped (actually shipped) the following day. Too much hassle with backcountry.com now. They are trying to save money by replacing people with computers and it isn't working out too well for them. I will think twice and read reviews to see if they have improved before ever ordering from them again. read more

Backcountry will ship your items via Ontrtac delivery service. Well known or stealing and losing packages. Well mine was sent back to vendor withiut my knowledge. Same issue with 2 other deliveries in same month. DO NOT ORDER FROM BACK COUNTRY UNTIL THEY CHANGE THIER SHIPPER read more

I bought a Bianchi road bike from them in February for what I thought was an amazing deal. On my second ride I shifted the front gear for the first time and they chain fell off and chewed up the carbon frame. Trying to work with them on a return/exchange went absolutely nowhere. Took it into another bike shop and they quickly determined the rear derailer had been shipped with a broken spring. SRAM replaced that under warranty but I'm out more than $600 in repairs to the frame and other damage on my brand new bike. read more

Backcountry - Frame damage - Outdoor Gear Near Me - West Valley City, Utah

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Even found a way to post fraudulent charges to a card that I have never used! the account is only for direct debit for my cell and cable. Not attached to any cards! Filed complaint with my bank as there is no way to contact Backcountry. read more

Yup. Shipping and returns will cost you. Seems outdated these days. One and done retailer

Poor, unfriendly and unmotivated, off-shore customer support. Used to purchase everything there for the last 20+ years for my family - no longer. $8.99 return policy even if the item arrived damaged. Time to shift merchants. read more

I placed an order with Backcountry (#b4679370814) that was marked as delivered, but I never received it. I contacted customer service multiple times through chat and email--no resolution. Instead, they sent me a photo of a package left in a random, public, unsecured area--and ignored the fact that my shipping address clearly includes an apartment number. This isn't just careless--it's negligent. Despite multiple follow-ups and a clear deadline, they never responded. I've since had to file a claim with my credit card provider and submit a formal complaint to the Better Business Bureau. If you're thinking of ordering from Backcountry, be warned: if something goes wrong, you're on your own. A deeply disappointing experience. read more

I ordered an item from Backcountry.com. I also put the WORRY-FREE DELIVERY option (I need to pay for this insurance by SEEL) with the order. However, I have not received any updated shipping information about the order about 10 days. I checked their delivery/shipping status after a week, which still shows that "Your package is Awaiting Carrier Pickup" for the Latest Update. The default carrier is DoorDash. It seems that the package has never been shipped. I contacted Backcountry by text and email. The Gearheads just asked me to file a claim with the third-party insurance, SEEL. I asked the Gearhead about which day they handed over the package to Doordash. They have not given me an answer so far. They never attend to find out the confirmation of the shipping. They just directed me to claim the insurance with SEEL in the order and ask me to contact DoorDash. DoorDash is not helpful in this case because the tracking number provided by Backcountry is invaild. If you do not by the "WORRY-FREE DELIVERY" option, I believe you can not get your money back. Once they receive your money, they leave anything behind! read more

Backcountry - Outdoor Gear Near Me - West Valley City, Utah

Most horrible customer service and return policy. Never will I purchase from this company ever. Warn anybody who wants to buy from this company. Each order is under separate order numbers thus you will pay twice of the return shipping which is $8.99 x 2, instead of one shipping that you could put everything and return at once. HORRIBLE!!! read more

My wife ordered a pair of trail running shoes that are only offered in European sizes, she wore them in the house to make sure they felt comfortable and then decided to send them back for a larger size. The 2nd pair arrived and she did the same thing, wearing them only in the house for approximately 5 minutes before determining that they were still too small. When sending the 2nd pair of shoes back she asked for a refund. After a couple of days she was notified that they had received the shoes back and the transaction was complete. No refund was sent to our bank and after approximately a week she called for an update. She is being told now that the shoes where received back dirty and therefore considered used. They will not refund the purchase amount and are offering less than face value of what was paid in store credit. read more

I purchased 4 nice shirts from Backcountry that were on sale. Well one of them was used, shrunken, and stinky. There was also no tag on it so it was obviously a previous return. So I asked for an exchange. They say we don't have any. So it takes me lots of time and energy to send this not new used shirt back, and to purchase it now from the makers with a 34 dollar increase to pay for it. Because they sent me a damaged used product, and would not exchange it. The thing to ask here is quality, are you getting the product they say they have for sale. read more

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I bought some sunglasses, didn't like the fit and sent them back for a refund. My refund was only offered as store credit. The store credit expires in 1 year apparently... no where was this mentioned until I contacted customer service. They offered to "help" and said I could have 20% off my next purchase... the same offer that they send daily in promo emails... now i'm out $100 and they patronize me in the customer service chat -- classy. read more

Purchased the wrong size. Contacted Backcountry and they said it was a final sale. Hence, no refund, no exchange. The only way the customer knows the sale is FINAL is in the FINE PRINT after you are in the process of the purchase. This is deceptive and just plain mean spirited to NOT be more transparent. There is no option offered or even an attempt to keep me as a customer. Unbelievable in this environment of needing to retain customers in the retail industry. read more

Expect to pay return shipping fees on items they send incorrectly. Never buying from here again.

Their so-called "simple" return policy doesn't mention that they charge the customer the shipping fee to return any items