"They have wonderful customer service. Kyle helped me get a pair of climbing shoes ordered for my son for Christmas and really went above and beyond to help me and sent the order with free 2 day shipping! I will definitely reorder from them again!"
"Once upon a time backcountry was actually worth something. They were the best store in all the land. Now they are a complete crock. I used to buy every single piece of gear I ever used from them now I will not spend another dime with them. They have no concern for their customers and do not care about the quality of their products. Their current gear warranty carries no weight what so ever. It is not worth anything. I have real gear with real problems that should be eligible for return and replacement. Do all you can to avoid this store as they are ridiculous to work with. I will NEVER buy another item from them.. They are complete S&%^$!"
"They have fantastic customer service (i used chat). I made a mistake on my order so it didn't go through and they fixed it and sent my order out right away. And with free 2 day shipping! Definitely went above and beyond! I'll definitely purchase from them again! "
"I used to love this company, but will never purchase anything from them again in the future. They used to have a unlimited return policy, which was great, but they they changed the policy because people are abusing it. This is understandable, but when the policy was changed, they applied this to all purchases made before the policy change also. This means if you made a purchase with the unlimited return policy in mind and later decided to use that return policy, you are told that the policy is no longer there and you can't return it. The way they handled this and treated their customers has driven me and many other customers away. It is very disappointing to see a company treat their customers this way. A good company would honor the policy listed at the time of purchase, but not apply it to future purchases. "
"They do not honor Lifetime Return Policy even if you bought it under the Lifetime Return Policy. Extremely dissapointed, they are not grandfathering items bought under a LIfetime Return Guarantee? "
"I bought a Marmot winters coat after a few days I look up my order to find out that they do not ship Marmot to Canada !
Even sent me an Email
Andre,
This email confirms for your records that we canceled order number b2001613872
If we charged your credit card, we'll reverse the charge immediately.
But they sure took the payment which a I was never refund !
If your work hard for your money stay away from backcountry.com
"
"I recently returned something to backcountry.com and I tried it on to see if it fitted me and it did not so I returned it. They claimed that it was used and could only give me store credit. I was fine with it since I wanted to order something else from the site in the future. The store credits they gave me expires within three months. When they were about to expired I ask for an extension and I had to argue with them for 30 minutes in order to get my credit back. Buyers please beware of their return policy. "
"I ordered a pair of Keen shoes on a Sunday after noon, taking advantage of the free 2 day shipping. Tuesday afternoon there was a Backcountry box waiting on my doorstep. Right shoes, right size, I'm a happy girl. I was concerned after reading some of the reviews, but the shoe I wanted was sold out everywhere so I took a chance. Glad I did!"
"initially sent me old stock, not as advertised on site.
then sent me replacement, but item was USED & damaged.
wasted 3 weeks of my life
DO NOT TRUST"
"I ordered online at Backcountry.com a GoalZero Nomad27 solar panel and a Sherpa 50 battery pack december 21 2013 because they have a reduction 20% off. I received my package January 6 2014 in Québec Canada ( not bad considering the fact we were in Christmas Time and the weather was not so good here in Québec)
Overall, i saved only 30$ in comparaison with a canadian distributor even with 20% off.
411.97US+41.54(exchange)+71.13Can(Customs)=524.64$
They suposed to send me a sticker with the package but it was not there. i complete the form on there site but it's exclusive for United States. I contact them by chat if it was possible to send me a sticker by mail but they told me they don't send international courrier because of the cost. I Could understand if i lived in Tombouctou, i was not the case.
Good price, avreage on speed delivery, perfect on the order accuracy, fast on business, poor on customer follow up.
First time, last time, sorry...
"
"Placed order.....then did online chat to inquire about it only to encounter prejudice and rude guy name Brett P....I WILL NEVER SHOP THERE OR RECOMMEND THAT PLACE TO ANYONE.....DO YOURSELF A FAVOR AND STAY AWAY FROM THESE GUYS....Brett also chatted like he was high on something as well....sorry, calling it how I see it!"
"I love Backcountry.com, CompetitiveCyclist.com, Dogfunk.com and all of their sites! They have super fast shipping. I usually get an email that my order has shipped the same day that I ordered it. Their customer service is super helpful too if I ever need advice about what product to buy or if I need to return or exchange something. Their product catalog is huge, I'm not sure how they fit it all in their warehouse. I'm a Backcountry customer for life!"
"I got a $60 pair of sunglasses on steepandcheap (a great deal) but they sent me not only the wrong color but the wrong model. I emailed them twice asking if I could exchange it for the correct one and they never emailed back. I got an RMA to return them but first emailed to ask if I had to pay return shipping, since they screwed up the order. Of course, never heard back. So here I stand having to pay shipping both ways, out $14, through no fault of my own.
I have ordered many things from backcountry, steepandcheap, and chainlove in the past, and have always gotten the correct items and quickly. The first time I have to use customer service and they turn into a big disappointment and make me wish they had a good customer service department like Amazon or Zappos. I can't give them 1 star overall, so I throw in an extra one for all the good deals and fast shipping I have had in the past."
"Backcountry has a ton of gear at great prices. However, if you need something fast, don't order from them. Twice now I've attempted to get an item shipped to me within a week before a trip. I've paid the high price for expedited shipping and both times got the item 5-10 days later. That's right, not the two, as promised. There was an excuse each time that somehow cleared them of having to refund my next day shipping cost. I'd order from them again, but I'll never trust them with expediting an order. To their credit, there is a rep available for chat help 24hrs a day."
"Awesome store warranty and return policy! Absolutely stellar selection and super fast free shipping. What else can you ask for in an online retailer? A+ backcountry!"