"Very fast and accurate shipment. Nice packaging. Arrived safe and sound."

"Similar experience as Devedander, but in my case I ordered a pair of the glasses and decided to order a second pair in a different color. Called in (didn't remember the make and model) and asked the rep to help me find the glasses. He was able to find the model, and asked me to type it in the search field. Error came up saying they were having problems finding the item and offered $10 off the next item. I asked to get that promotion, but was told because the items were already being sold at such a good price he could not honor the promotion. I passed. Nothing worse than a website that won't honor its promotions.

Edit: My order arrived earlier than expected. Glasses were in good condition so I'm changing my view slightly since the order I placed was done in a professional manor. I stand by my concern over websites that offer promotions with no restrictions, then change their mind when it doesn't seem advantageous to them. "

"Horribly rude and condescending customer support on an order that was riddled with mistakes on their end.

In short I checked about how to get a discount they advertised on their website in big bold letters, I am told by Sam that I should place an order and come back to chat support to get the discount credited.

I come back and Steve tells me no, that's not correct and treats me like it's my fault for expecting what Sam told me to happen to actually heppen. He blows it off by saying Sam is a new hire and doesn't know what he is talking about.

Finally a manager tells Steve to give me the discount, but magically the item I ordered goes out of stock (after I have my confirmation email from ordering already) and the best he can do is give me a "gift" of a 15% discount code... which does not work on the suggest replacement item anyway.

Lot's of hassle, very bad service, lame mistakes on their end: website sells what they claim not to have, they find excuses not to honor their discounts - I am told at one time it doesn't apply to items on sale, at another time it doesn't apply to Oakley's, nowhere does it say this where the discount is advertised - if their customer service makes mistakes, it's your problem, not theirs.

It won't let me post the whole chat log here but here are a few quotes to show you what I mean:

Steve: It is a $10 off when the order is placed with us, we cannot credit $10 down the road.
you: I am sorry but I literraly just spoke to Sam 3 minutes ago and he said specifically to do it this way
Steve: I can read that, but unfortunately, I cannot do that.
Steve: You can contact Sam and take it up with him,
you: can you please transfer me to him?
Steve: We are all slammed with customers right now, you would need to come back at a different time. I am very sorry.

---- note at this time I check from another computer, their is a 1 person wait for chat service... not horribly busy.

you: I am sorry but I do not feel that is acceptable... I would like to complete this transaction as I was directed to by Sam at this time
Steve: I am sorry, he is a new hire, and he was not aware of the procedure.

After manager tells Steve to give the discount:

Steve: Have you ever placed an order with us before?
you: Not besides the one I placed just now.
Steve: And you want the discount now?
you: I would like to recieve the discount that was advertised to me when I searched for the item.
you: Yes.
Steve: Alright, this once in a lifetime action is going to take place.
Steve: What is your order number?
you: Steve, I appreciate what you are doing for me.
you: ********
Steve: For future reference, to receive $10 off in the future, you MUST place the order live with one of our reps/

And referring to the discount code (which doesn't work on anything I want to buy)

Steve: That right there is a discount code worth 15% off.
Steve: It is a one time use, and it expires at the end of the month.
Steve: That is my gift to you since you could not get the glasses.

--- For the record their computer automatically kicks you a 15% discount code if something goes wrong and they cancel their order, this was just Steve's snub way of being condescending.

Sadly without posting the whole chatlog it's hard to grasp how unpelaseant this whole ordeal was - basically they have no interest in treating the customer well if there is any problem - even if the problem is their fault!!!

EDIT I have now found out that this discount was indeed given to several people who purchased this item, so they blatently lied to me to save themselves $10!!! Who even does that? HORRIBLE!!!

EDIT2 I have recieved a response about my complaint as well as a $10 credit and an apology from Steve's supervisor. While I dont praise people for apologizing after they slap me in the face, it's definitely better than nothing and for hopefully they do strive to meet the standards the supervisor said they aim for."

"I was really impressed. After few seconds of my order I received the confirmation email. After few minutes I received the email that the item was already shipped. This happened last Thursday. Today, Monday, it is already here! I didn't mention that I'm living in Hawaii. Usually it can take a week and more."

"Great prices and very fast service! Delivered on time with no problems."

"Excellent service, bought a Backpack and some ski boots, keep on rocking BC.com!"

"This was a second (also a third) time order with backcountry.com and I was again very pleased with the whole process through delivery. "

"This merchant has a model online shopping system. It is fast, fully informative, reliable real-time inventory, and easy to navigate, with user reviews of the equipment. I've never seen a better online system. Their merchandise is well described and of top quality. Returns are easy. You can even chat with a representative in real-time. Excellent site. Good customer service."

"I've placed several orders with Backcountry and have always been pleased. Even their free "economy" shipping is much faster than advertised. I've also had to exchange a couple of items due to size or whatnot, and that procedure is simple as well. Very efficient, great selection, and competitive prices (even better when on sale). Nothing but positive experiences to date. "

"Purchased some Patagonia Boxers. Very accurate online inventory. Package arrived quickly and well packaged. I buy several items each month online and would certainly consider them again for my future purchases. Thank you!

Made a second purchase for some North Face VaporWick shirts. Again, was a great experience."

"This company is great. Their prices aren't the greatest when there's no sale, but when the sales hit, you can get some good stuff at cheap prices. I have ordered 3 times from them in the last month and all orders shipped within 24 hours. In fact, for one order, they shipped a product that was a higher end model since I think they ran out of the sale item."

"their normal prices are so-so, but when they have a sale, they have a SALE. I was able to pick up several snowboard tuning items at a fraction of their original price. Their staff is knowledgable, helpful and fairly easy to get ahold of. The site is easy to navigate, and the ordering process was straight-forward. I do wish they would add a "wishlist" feature to more easily manage items you are considering purchasing. Otherwise, this was a great purchase experience."

"Awesome customer service. They delivered my Arc'Teryx jacket on time as promised. This was my third purchase from this company. I would not hesitate to order from this company again."

"This is a great merchant with good customer service and fine selections of the best name brands. They have an outlet store with closeouts and often have main store sale items, so it pays to look at them when weighing purchases. The web site is well designed with a quick browser response and all product information and consumer reviews easily viewable on one page. Customer service is also good. It is easy to recommend this merchant."

"Great prices, good selection, fast delivery.
I've made two purchases from them recently, both without any problems. I placed an order on Monday, and received the merchandise, in two days, on Wednesday (with low cost Priority mail shipping). I don't bother shopping around for hiking and camping equipment anymore, every time I've checked they had the lowest prices.
"