Backcountry.com Reviews 1,497

Great customer service.

I’ve been a customer for years because they consistently earn my trust. They offer both their own products and products from other manufacturers, and the quality has always been solid. They stand by what they sell, and their gearheads are always great to work with. Whenever I’ve had an issue, they’ve stepped in and taken care of it without any hassle. Wish they had a brick and mortar store in New York 😏

Was assisted by Marla B on a specific promotion I was interested in and she was receptive and quick to resolve my questions. Super satisfied with shopping experience.

Marla B. was great! Super helpful and fast! Backcountry always has great customer service and this was no exception.

There was a sale that started just a few days after I made some purchases and Marla B. helped me complete a price adjustment for the difference quickly and hasslefree

Marla B. was very helpful and provided quick service. Thank you to Marla and Backcountry <3

Marla B. was awesome. Quick to resolve my issues and proactive in helping.

Marla B was friendly, efficient, and addressed my concern inside three sentences. Great great customer service.

WORST EXPERIENCE OF MY LIFE! I purchased skis, took a pictures of them on the webpage when I purchased. NO INDICATION OR WORDING OF FINAL SALE. I needed to return, and had called and asked at time of purchase and they said I could return if I needed to. I tore my knee, can't ski. They have refused the return and will not even allow to speak to a supervisor. They refuse to allow any contact to even DISCUSS with a SUPERVISOR. BUYER BEWARE!!!!! AMEX has been TERRIBLE as they only have CHAT customer service now. Both are HORRIBLE! When I received the invoice they put FINAL SALE ON IT. NO INDICATION BEFORE. I am a CPA who is VERY CAREFUL OF SUCH THINGS. I did buy boots from EVI.com which were FINAL SALE. They said "NO PROBLEM" RETURN THEM and sent a FREE RETURN POSTAGE LABEL and REFUNDED. I would only BUY FROM EVO from now on, but I can't ski after injury. WORST EXPERIENCE EVER! I WOULD NEVER NEVER NEVER BUY FROM THEM! DECEPTIVE PRACTICES!!!

I received an email with a 20% discount code that didn't work. However, Marla B was very helpful in applying the discount and placing the order for me.

I ordered a pair of running shoes in a US size 10. While the order shipped promptly, I received the wrong size—a UK 10 (equivalent to a US 10.5).

I contacted customer service and provided the requested photos. Initially, they refused to send the correct size until I returned the incorrect pair they had sent. After escalating the issue, they agreed to ship a replacement right away.

Unfortunately, the replacement was also incorrect—it was again a UK size 10. I contacted customer service a second time, and they told me they would need to investigate further and would not be sending another replacement.

After waiting two weeks with no resolution, I reached out again and requested a refund. I was then told they would not process a refund until I returned both incorrect pairs via FedEx, which requires a 20–25 minute trip out of my way. I should not have to incur such a time/fuel expense to correct an error on their part.

I am left with two pairs of shoes that don't fit and they are holding my money hostage until I burn my own resources to return them. I have been a customer of this company for a long time but learned they have been recently purchased and the customer service outsourced. Never again will I buy anything from them after this horribly unfair experience.

Thank you to Marla B. for all of their help!

Do not trust Backcountry or their so-called "Worry-Free" shipping protection (Seel). It is an absolute bait-and-switch.

My package went missing, and since I paid extra for the protection, I contacted their support immediately on March 5th. They told me I needed a police report. I tried to file one online, but the police department's website was broken and kept giving me error messages. I immediately emailed Backcountry to inform them about the technical issue with the police site.

What did Backcountry do? Absolutely nothing. They ignored the situation, didn't do anything to secure my claim on their end, and completely failed to mention that there was a hidden "15-day window" to submit the report.

I literally had to wait for the police department's system to work again. As soon as I got the official report, I sent it to them. One agent (Marcos) replied, accepted my documents, and said they were moving forward with my claim. Less than an hour later, a different agent (Carlos) emailed me to say my claim was unable to be submitted because the 15-day window had passed!

They sat around doing nothing while the police site was down, let their arbitrary timer run out, and are now using it as an excuse to steal my money. Their customer service agents contradict each other, they don't care about their customers, and their "protection" is a scam.
I am filing a complaint with the BBB and initiating a chargeback with my bank. Save yourself the headache and buy your gear somewhere else.

I am extremely disappointed with Backcountry’s lack of accountability regarding a missing shipment. I placed an order to be delivered to my professional freight forwarder, but the package never arrived despite being marked as "Delivered" by FedEx.

When I contacted customer service, they completely washed their hands of the situation, simply pointing to the tracking status. As the shipper of record, Backcountry is the only party with the authority to initiate a formal trace or request internal GPS delivery coordinates from FedEx. However, they refused to take any action to verify if the package was actually dropped off at the correct location.

My freight forwarder has confirmed that no such package was ever scanned into their system. It is clear there was a carrier error or a misdelivery, yet Backcountry is hiding behind a status screen instead of helping their customer resolve a legitimate loss.

Warning to International Buyers: If you use a freight forwarder or if anything goes wrong with your delivery, do not expect Backcountry to support you. They will take your money and offer zero assistance if the carrier fails. I am now forced to resolve this through a PayPal dispute because the seller refuses to fulfill their basic obligation to ensure the product reaches the buyer.

Avoid this site if you value customer service and shipping security.

The previous chat helper logged out just after responding, preventing me from replying. When Maria took over, she patiently and professionally addressed my issue quickly and effectively.

Extremely helpful!

Thank you Marla B for helping me correct the delivery address.

Fast, helpful and efficient service

Shady company that accepts orders for products they don't have, takes your payment info then cancels the order. Steer clear of these scammers.