"Much better than shopping at REI that’s for sure!"
"Order a Canada Goose parka in graphite. Johnny I thought was great sales rep until I never received order email. After 3 hours I decided I should call. The rep told me I need an authorization code from my cc company? Really how was I suppose to know this. Asked to speak to manager(Latisha). She told me it’s standard practice and I had to call my cc company for authorization code. I asked for her to hold while I called she reluantly agreed and told me to hurry she didn’t have time. I explained how was I suppose to know this and she stated an email was sent to check my spam? Really who checks their spam on a daily basis. Credit card company says the company needs to call for the code. Latisha had no idea that she was suppose to call no the customer. Anyway got the secret code. Latisha processes order and sends email with wrong color of coat then originally ordered! Really. I call back and now the rep tells me Latisha is in a meeting. right! She finally gets on the phone and tells me the originally color is sold out. Why did Johnny order it for me then? No answer from Latisha. What I learned from ordering from backcountry. There customer service and s horrible, their sales reps untrained and their management is not customer service oriented. Latisha had no answers and this company is very questionable. Not sure how they are stilll in business if they can’t process simple $925 order. I would have been waiting for this item forever if I didn’t call. Do purchase anything from them. Very unprofessional and scratchy. "
"I have placed two orders with backcountry .com, Both orders seemed like really good deals but on the first order I received a product of much lesser quality. I then tried contacting the customer service department via online chat and that guy was downright demeaning. He actually said "Look, what do what me to do". A 10 % discount was given which was still more expensive than the regular price on amazon.com but it was a big item and I didn't want to deal with the hassle. Despite better judgment I placed a second for a different product because once again it sounded like a great deal. Once again I received a lesser product which was cheaper on other sites, customer service was very matter of fact and not apologetic. This time I sent the item back and will never deal with that company again. Dubious business practice"
"On Sunday we make the order via Internet the order was accepted and the item was stated to be in stock with two day delivery
On Wednesday I called inquiring about the order they told me they were uncomfortable processing the order and hung up
Because we are leaving the country to Iceland on Sunday we are now unable to get The coat we wanted in time I think they should've called us to let us know on Monday but hey that would've taken two minutes and someone who cared
They had my number and my email in fact Just today after our call where they hung up on me I got another email trying to get me to buy something from them is anybody home"
"I don't even write reviews, but they have no place to leave feedback on the website. This is the absolute worst customer service and worst shopping experience I've had, which **** because they have a good selection online and I legit never give a ****. I had to buy a pair of pants and just checked out as a guest quick and misspelled my email but I was like, whatever it accepted it and it will be here in 2 days so no worries. The let me know their system put my CREDIT CARD and CONTACT details in another girls account when I had to call a week or so later later becuase my order didn't arrive. They found my pants and got said pants, cool i thought it was over. Then just today I receive a package from them with a different mans order in it but my name on the outside (at least this mistake makes a little sense) but clearly I'm not a huge fan at this point and the man on the phone wasn't even like "hey, thanks for helping... and not throwing them in your dumpster". And I got to check in on the other order, rest assured my information is still in that other woman's account, but at least they deleted my credit card now, so thank you cause that part I genuinely appreciate.
I don't even know what the moral of this story is, because there's probably no way this could/would ever happen to anyone else, it was just **** and the company couldn't acknowledge that. For obvious reasons, I don't trust them."
"Was shopping for a tent,they have them all."
"Found the luggage duffel I wanted. Right color. Right price. Right product arrived. Two days as promised. Follow up from customer service was great!"
"After having a bad experience with another online shop, and finally cancelled my order, I went to this online shop. I read some bad reviews, so I was a bit sceptical. I needed my order to be delivered fast, since I was only visiting USA. But I was still interested in their "Free 2-Day Shipping on Orders Over $50“, plus they were also having 20% off, so I ordered it, and I'm really satisfied. And no difficulty with the online payment at all!
I used the life chat function on their website, it was useful. I double checked their "2 days shipping", and also the availability of the item I'd like to order. And yeah, it arrived in 2 days!!! I think I'll buy from them again next time."
"I ordered by phone. The representative I spoke to was very pleasant and courteous. I ordered two Alps Mountaineering King Kong chairs at a good price. The chairs were shipped out on the same day and arrived here in two days.
I will do business with them again."
"I must be either the luckiest shopper or just caught them on the up-and-up, because if you read most of these reviews you wouldn't have expected the level of customer service I've received from them on recent orders. Orders came in a timely manner, securely packed and with a free gift of sustainably harvested trail mix snacks or something like that! (super cute and very unnecessary, but appreciated) I had a follow up email from a "customer account manager" which I guess is the new norm. I believe maybe this change in direction probably is a direct response to the kind of reviews I see here on RR. The only other time I've purchased from them is about a year ago, and ended up having to cancel and return the order due to my boss changing his mind. I don't recall it being much hassle nor having to pay the return cost as they provided me an RMA number. Though, I did feel bad about refunding the $1.00 donation I made to The Nature Conservacy, lol. Overall, very good prices with nice selection of outdoorsy stuff, and tech stuff in the way of GoPro gear. Definitely will be shopping here again!"
"Not sure what all the negative reviews are about. I have placed multiple orders without any hiccups. Ivan is my customer service rep and goes above and beyond to ensure that my online experience with backcountry.com met my expectations. It is very rare to experience customer service on this level, I have received a follow-up phone call from Ivan the day after my online orders were placed every single time to give me shipping confirmation and verify I had a smooth online transaction. I have never been this satisfied with an online retailer before, I have zero complaints.. "
"Bought a coat on Aug 6th. Still waiting. Sent e-mails, no response. Don't waste your time."
"I ordered 2 pairs of leggings - the picture of both the colors I ordered shows them to be full ankle length. Nowhere in the description of the item does it say what length they were. Maybe I should have been wary but it was my first time ordering with them and I didn't expect to be ripped off. When they arrived they were cropped - calf length. I wanted them for winter & traveling so I had to return them but didn't want to pay the $7 return fee because they had clearly misrepresented what I was buying. The guy (Ian B.) I was put through to was snarky with me straight away & said I had to pay the fee - telling me that the description said mid-rise (thats a waist description not a length description). That all the pictures in the reviews showed calf length - there were no pictures on my review feed. It remains to be seen whether they actually process my return at all."
"If you are in for open box items and terrible customer service, then backcountry.com is for your. Terrible and deceitful. They charge for returns and even for even exchanges come at a fee. Avoid at all cost. No worth the aggravation."
"First time ordering from backcountry.com
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