Thought I bought a new jacket, but when it arrived it was clearly used. I contacted customer service and they offered a $15 refund or $25 in store credit. I don't understand why they would accept a return from someone if the product was used. I don't think it is fair for BC to then sell the product as new. They could at least let the buyer know the product is in used condition. I will never purchase from this site again. Service Value Shipping Returns QualityI posted earlier review as order confirmation Was delayed, but rep was very professional & solved the problem. A glitch. Purchase Is verifedd in transit with USPS. 4 stars. Thanks. Service Value Shipping QualityOrder wrong item by mistake on Saturday Tried to contact them send email chat etc No response on Sunday I get a mail the package has shipped tried to call again and they actually answered Asked to cancel but it was already shipped on Sunday They kindly offered a return label for an item that I don't want or have use for a waste of two weeks of my time will never ever ever buy from them again ever! Tip for consumers:Will never buy from them again Products used:Will not use waste of time and money Service Value Shipping Returns QualityQuality products and fair prices. Sometimes you can't find the specific product you need from an amazon or something. Backcountry specializes in out door apparel and gear for the active person. The online outlet I have found to be very fair prices and great selection.Do not give backcountry your money. I placed an on-line order on January 12 that was split by backcountry, after being repeatedly assured that I would receive the second part of the order. Over two months later and I do not have the second part of the order. I have sent over 12 emails and of those which received a reply the "gearheads" showed poor customer service by making excuses over and over so as not to honour the order. Do no waste your time or money with backcountryI ordered a shipping rod, found it at a price $20 less than retail price, but when It arrived, it was send in a flimsy flat box, with no padding at all. The rod was snapped at the tip and the ceramic eyelets were broken also. I contacted customer service and they said they would pass along the info to the shipping department, and sent a replacement 2 day FedEx. The second rod came, but it was shipped in the exact same box, no padding and was also snapped at the top. I contacted customer service again, they asked for photos which I sent right away. They put me on hold for a while and when they came back, offered no apology, way to correct it, just simply said, " we're issuing a refund" no other words. I had to ask a few questions to clarify that they wanted me to send them back with two different return labels. So now it's been two weeks, I have to wait a bit for my refund, and I have to drive them to a upc store in another town to return them. Long story short. Back country is not the spot to order from, and I will shop at academy or bass pro and avoid this place. Service Value Shipping Returns QualityI bought a Puma/flylow ski jacket for my daughter and first time came without a fleece lining and on their and other websites it clearly says that comes with fleece lining. I did exchange and they sent a second jacket again without a fleece lining but this time claiming that jacket doesn't come with lining. It's a $324 very thin jacket looking like a windbreaker and it's not even worth $30. The customer service was very unfriendly and supervisor never wanted to come to the phone. My friends and I will never buy from this company again. Tip for consumers:Very dishonest Products used:Jackets Service Value Shipping Returns QualityThey said, "Unused gear can be returned at any time." However, they will find a little dirt to reject your return item. Products used:Shoes Service Value Shipping Returns QualityAs others have stated, I almost was turned away from Backcountry by all the negative reviews. But I couldn't find what I wanted on sale elsewhere, and I didn't want to pay full price, so I decided to take a chance. Most of the negative reviews are about the return process. So I was very careful to read the item reviews and size charts. I got what I ordered within just a few days. I paid less than half of what it would have cost elsewhere. I am very happy with my purchase. Products used:Full zip fleece hoodie. Service Value Shipping QualityI recently bought a pair of snowboarding boots from backcountry.com that were advertised as "true to size." I tried them on when I received and they were at least a size too small, could not even get my foot in there. I talked to one of their "gearheads" and they said I would receive a full refund for the purchase. I put them directly back into the box and shipped them that day. Here is the return policy listed on their website: "Unused gear can be returned at any time, with proof of purchase, for a full refund to your original method of payment. Unused gear must be returned in the condition you received it and with the original box and/or packaging, including manufacturer tags where applicable. If the original method of payment is unavailable, we will issue your refund in the form of store credit." When I followed up with them, they said the gear was "used" because I tried on the boots. The new "gearhead" was super rude, and said that they weren't new because I tried them on. Lol. They also blatantly lied and said that the box was "full of glitter." Well that's a red flag for a company to be waiving. Do yourself a favor and go to a more reputable shop, like evo.com where I've never had any issues. Backcountry.com will straight lie to your face over and over again to keep your money. What a disgrace. Tip for consumers:Don't trust them. Products used:Products are not "true to size" Service Value Shipping Returns QualityI bought a pair of sneakers on Friday. On Sunday morning they went on sale for $20 less. I bought the last size 6.5 on Friday and because that stock was now out (because I bought it!) they wouldn't price match their own price! Less than 48 hours after I ordered! Will probably send them back. Idk why they wouldn't do that. They would have been my first place to look for the sneaker brand I purchased if they would have honored their own price. Absolutely ridiculous Tip for consumers:Fix your policy and make it worthwhile for your customers Service Value Shipping Returns QualityOrdered a Stetson sun hat. The item is as advertised, but it was plopped into a too-small shipping box. Which crimped up one side of the brim. This was not a cheap hat. Now I have to figure out how to straighten the brim. You'd think a Stetson hat would have been shipped in the manufacturer's own box. I am not a happy camper and probably won't order from Backcountry.com again. I also never received a confirmation email for my transaction. I completed an online chat with a customer service rep who forwarded the UPS tracking number. But if I wanted to return it, I don't know that I'd have the paperwork. Products used:HatFor Christmas I bought my son a jacket he wanted but got the wrong size. I sent it back and was denied an exchange because the paper tag had fallen off and they claimed that I had "worn" the jacket. The jacket had never been even opened up. The returns department claimed there were spots on the jacket and denied giving me a different size. When using their live chat feature, I waited for over 30 minutes, their system disconnected me twice and then the lady said, "we can't help you." I will never buy from this company again. Tip for consumers:Stick to the more reputable companies like REI. Products used:Winter Ski Jacket Service Value Shipping ReturnsWas afraid at first to make on order because of the bad review, but eventually I placed an order and had a good experience. Received 2 separate packages from the same order, both had a tracking number and arrived just as predicted. I must add that I bought only cloths, nothing that can break or get damaged in shipping, and all the sizes were correct. Didn't need customer serviceThe last FOUR times we have ordered from backcountry owned sites, they sent the wrong thing. Then they continued to send the same, wrong item back and forth. Tried to charge for return shipping until we complained enough to get them to cover it. Only gave us store credit upon return. Most recently sent me an completely unrelated item when the item I bought was no longer available, instead of just telling me it wasn't available. This company is a train wreck and cannot get their act together, I'm done ordering from them. Service Value Shipping Returns QualityStaff were over-worked, management did not care at all. Saw employees terminated under the most ridiculous of circumstances - was not legit, just trying to cut costs without giving severance packages. Upper management lied about time off, had salaried employees working over 80 hours a week. A company run by $#*!s - this isn't even a last resort job, just don't work here.I received a gift from here and returned it within one week of them shipping it! They claimed I wore the ski suit because the tags were missing so it will be a store credit. I see they do this often with their customers. I live in new york, there is no snow in october so I am not sure where I would ski within one week of receiving an item When I stated that… the gear head changed it to a streak of gray on leg. I not only opened the package only bedroom, itdid not go more than one foot from its original box it came in. It was sent back the same way it came all original including the shipping box. I am reporting this company to the better business bureau and ask everyone with this same claim to do the same. My credit card will fight the charge as well. Horrible horrible horrible People! I am in retail and would never ever treat a customer like this under any circumstance. Just gross! Service Value Returns QualityDid you know *******@backcountry expires your refund credits after a year? They removed $650 credit from my account because I didn't spend it fast enough. Backcountry.com is awful customer service, they're a bunch of thieves! Order #b*******728 Tip for consumers:Did you know that @backcountry expires your refund credits after a year? They removed $650 credit from my account because I didn't spend it fast enough. Backcountry.com is awful customer service, they're a bunch of thieves! Order #b*******728 Service Value Shipping Returns QualityContrary to the average rating of 2.1, I have never had a problem with customer service or satisfactory returns. I guess I'm lucky enough to live within 30 minutes of a major retail store? I don't purchase as much now as I used to, but it's still one of my goto websites for outdoor equipment. Love the Goat! Tip for consumers:N/A Products used:N/A Service Value Shipping Returns QualityBackcountry sent me a damaged pair of the ski goggles with a large scratch in the center of the lens, which I initially thought was a protective film. I wore once but stopped since it was too dangerous to ski without being able to see properly. After writing them several times without a response, they did not accept the return despite it being defective. Thus I paid over $100 for a pair of goggles I cannot use. TERRIBLE SERVICE. I WILL NOT EVER PURCHASE FROM BACKCOUNTRY AGAIN.Has no idea how to process or accept an order. Has no idea what a product is or the ability to give a product. Absolutely asinine of a company and should be burnt into the ground. Incompetent workers, incompetent management, incompetent company. Absolutely worthless people. Learn how to do your job or get tf out. Pitiful it's still a company after such $#*! they put people through. Bankrupt this company by buying products and cancel charges. $#*! these people. Service Value Shipping Returns QualityI have been calling every week for 2 months and talking to different people every time. I have the order number and RMA # and confirmation email they received my return (which is in perfect condition) but for some reason they will NOT refund. First and LAST time I will ever buy from them. This is exactly why I prefer Amazon! Service Value Shipping ReturnsI ordered a pair of shoes and sent them back via the UPS return label they issued for me on January 16th 2023. They issued my refund on February 13th 2023 (28 days later