I had purchased two items for gifts. Estimating the delivery date based on Backcountry's website, I should have it in time. Well it sat in NC for three days, it's been in OH for four days and shows no delivery date. This leads me to believe it is lost. Customer Service did zippo to provide options to me. I'll be a son of a b—— if they're going to rip me off. I never have issues with REI and should have read the reviews first. I'll never buy from them again and suggest you don't either. Tip for consumers:Nope Products used:Never got them Date of experience: July 22, 2024I ordered Hoka Bondi 8 Coral size 7, after false advertisement that I'd get a 15% off discount, which I didn't, only to find a pair of white biking shoes being delivered instead! Different kind of shoes different brand and different color! How can you mess this up? Date of experience: May 27, 2024That is a nice place for equipping outdoors gears and clothing. I am into any kind of hikes and so on, I regularly shop here to acquire clothes, i.e. Trousers, shoes and whatnot. The assortment is amazing, I have no quibbles to it, one can easily find everything up to his taste and that is the reason why I value them. Maybe prices are high sometimes, but there are discounts, so it's easy to snatch a good pair of shoes by solid discount. Just continue monitoring. Date of experience: May 1, 2024Thought 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 Quality Date of experience: March 7, 2024As 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 Quality Date of experience: January 19, 2024I was skeptical to order from back country because of the reviews but they had the best price on the shoes I needed for work. The checkout process was easy and I received the correct item in the correct size within the expected time frame. Hope this helps someone because all of the negative reviews almost turned me away, I just had to come back and share that they're not all bad! Products used:On cloud cloud vistas Service Value Shipping Quality Date of experience: August 12, 2023I 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 Quality Date of experience: November 13, 2023Stay away from backcountry.com They're a big scammer I purchased the north face duffel bag, they sent me a wrong size and color. I returned the duffel and asked for the refund since I found the same bag at my local REI store Almost three weeks now and NO refund has been issued. Every time I chat or call them they lie to me, stay away from them Products used:The north face duffel bag Service Value Shipping Returns Quality Date of experience: July 7, 2023Do 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 backcountry Date of experience: March 18, 2024I ordered the "Stoic Double Cloud Camp Bed" from Backcountry. It was listed as "self-inflating" it's not, but I figured I could live with that, the issue was it was damaged as you can see in the images. I contacted Backcountry through email several times and 3 times they responded they could not see my attached images, what? I create images for websites for a living. On the 3rd try, they said they could see the images of the damage and I needed to call them. They indicated they could "wave" the return fee in this case but I need to box the damaged mattress back up, and once they receive it, it could take 7-10 days to get my refund, now I have to get this thing deflated, boxed back up, drive to a FedEx and wait for a month for a refund. This will be my last order from Backcountry.com Tip for consumers:would be nice if their outsourced customer service spoke fluent English, always difficult when a company out of Utah uses foreign customer service to save a few bucks and there is a big language barrier. Products used:None Date of experience: November 15, 2023I 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 Quality Date of experience: January 25, 2024I 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 Quality Date of experience: September 25, 2023One of the worst customer service dept. I have seen online. Tried 4 time to get them to respond to a late order and just ignored me. They will make promises and then deliver 4-5 days later than promised. Going back to REi. Tip for consumers:Do not believe their promises Service Value Shipping Date of experience: December 24, 2022We ordered two Patagonia backpacks that were heavily discounted because the color had been discontinued. Backcountry.com shipped next business day. We got the free 2 day shipping. They were able to ship those UPS Ground to our Atlanta address by using their Virginia distribution center. They arrived via UPS is 2 days as promised. The backpacks are is perfect shape, in the original unopened clear bag that Patagonia used. All tags are in place. "Newer" than picking one up from off the rack at our local outdoor store. So happy, we ordered another discounted Patagonia pack from them in a larger size. Date of experience: June 26, 2019Over a 5.5 week period I ordered a jacket as a present for my wife 3 separate orders and received the incorrect size each time. They have NO process to verify if the *next* order will be the correct size. This is too bad because 15 years ago they seemed like such a great company. I won't be a customer of theirs ever again. Tip for consumers:If there is *anything* wrong with your original order, return it and go somewhere else as they have NO process to guarantee the next item will be the correct one. Products used:None. I would have had a jacket for a gift for my wife but was never able to get the correct size. Service Value Shipping Returns Date of experience: December 7, 2022For 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 Returns Date of experience: March 13, 2023Order 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 Quality Date of experience: January 14, 2024We ordered a pair of size 9.5 men's shoes and they shipped us size 10. Returning them is next to impossible. They send a response email asking you to click on a link to see how to return. The link does nothing but bring you to their site so that you can make another purchase. No return information whatsoever. Bait and switch scam artists. Tip for consumers:Buy from a reputable company instead Products used:None. They sent us something different than what we ordered. Service Value Shipping Returns Date of experience: June 13, 2021If I could give a zero, i would. You have been warned, they offer products that they dont have and then they will send you somethig else, they will not resend what you order and they kept my money, so they stole my money and I never received what I order. Tip for consumers:You guys are really bad at business Products used:None Date of experience: August 14, 2023My item was paid for 2 day shipping. After 2 days my package didn't even leave their warehouse yet. I've heard a lot about this company taking longer to ship items. I absolutely will never go through them again. Date of experience: November 22, 2016Their prices can be matched so many other places on the internet. We need to stand up as a community and let this company know that corporate bullying against our true backcountry comrades is not only wrong but has a PRICE! Their practices show that they don't belong in this industry. Date of experience: November 21, 2019Ordered from Backcountry for years. Used to be if there was an issue, they were particularly helpful. Not sure why, but they are failing now. Placed an order 2.5 weeks before I needed it but package got stuck in shipping limbo. It was shipped partway, then stalled for 1 week with no scans or movement. Their Mail Innovations shipping is the worst. CS Rep John was useless in resolving problem, and full of douche attitude. Really unprofessional and hard to communicate with because he seemed to be stuck in bro-brah land. Order still not delivered. I suspect they will eventually give me a refund, but that alone takes a month or so. Can't imagine why I would order ever again, when there are so many other really good e-commerce companies. Date of experience: June 29, 2020Don't shop here until they stop using "UPS Mail Innovations" for shipping. UPS Mail Innovations (business name brought to you by Prestige Worldwide) has a proclivity for losing packages. If they don't lose your shipment, you can expect it to take at least two additional weeks in transit, and the tracking number changed mid-way so all you'll know is that it's being held--or perhaps not--at a storage facility somewhere. Are you ordering for that camping trip you'll take in three to six months? Well then give Backcountry.com a shot; they'll probably have your order to you in time. Do you want your gear shipped to you in a reasonable amount of time? Try REI instead. Date of experience: June 11, 2020They advertise a 15% off coupon code for your email address and mobile number. After subscribing however, you learn that it does not apply to most items including everything that is on sale and most premium brands. Date of experience: April 4, 2023Ordered 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:Hat Date of experience: May 3, 2022