After getting disconnected several times and having the system time out I was super frustrated. I couldn’t get anyone to just submit the order I needed. Then Marla got on and was super helpful! She go... See more
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Review summary
Created with AI, based on recent reviews
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Reviews shaping this summary
Great help from all the gearheads I spoke to. Finalized purchase with Marla B. The only reason I didn’t rate it a 5 is that I was disappointed I couldn’t get the special coating to my skis that would... See more
Company replied
Backcountry.com The rep in the chat room, Marla B, did her best to help me, answering all my questions expertly and making the best offer she could. I didn't purchase this time, but I am sure I'll be... See more
Company replied
Marla B. was extremely helpful and efficient. I had a specific shipping concern because my home address does not receive USPS service, and she quickly helped confirm that my order could ship via FedEx... See more
Company details
Information provided by various external sources
Find the foremost selection of The North Face, Mountain Hardwear, Arc'teryx, and Patagonia skiing, camping, hiking, and backpacking gear on Backcountry.com. As the premier online outdoor gear retailer, we offer a 100% satisfaction guarantee and free shipping.
Contact info
United States
- www.backcountry.com
4.2
Great
1K reviews
Replied to 91% of negative reviews
Typically replies within 1 week
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Marla was wonderful!
Marla was wonderful!! Very clear, fast, and easy to work with!
March 14, 2026
Unprompted review
Reply from Backcountry.com
Thank you so much for the kind words, Kimberly! I am glad Marla made everything clear and easy from start to finish. We will be sure to pass your feedback along to her and hope we can help you out again soon.
Fantastic customer service
Fantastic customer service, tremendous selection, and competitive prices! Marla B Was especially helpful.
March 14, 2026
Unprompted review
Reply from Backcountry.com
Thank you for the fantastic review! I am thrilled to hear that the selection, pricing, and service all hit the mark, and that Marla B went above and beyond for you. We will make sure she hears about your kind words and we look forward to being your go to for gear.
Don't buy their insurance
Paid for their worry free insurance which promises no hassle, returnless refund if theres an issue with an order. Wrong item received and they did not honor it... only offered to refund the insurance charge. Don't buy it!
March 11, 2026
Unprompted review
Reply from Backcountry.com
I am very sorry that we sent the wrong item and that our Worry Free coverage was not honored the way it was promised to you. That is not acceptable, and your experience is exactly the opposite of what that program is designed to provide. Please call us at 1 801 204 4655 so we can review your order and make sure you receive the resolution you were promised.
So easy to do business with, always
So easy to do business with, super helpful Chat support, quick, and got my order taken care of!!! Couldn’t be happier. Not the first time using and will continue to be my first online stop for getting my gear
March 7, 2026
Unprompted review
Reply from Backcountry.com
Thank you so much for the continued trust and for coming back to us time and time again. I am glad our chat support was quick and got everything taken care of for you. We truly appreciate your loyalty and cannot wait to help you gear up for your next adventure.
Horrible Customer Service
Absolutely ridiculous - I purchased a pair of Norda running shoes in time for a race and instead was shipped two H&M blazers due to a mistake by the warehouse. When I called customer service, they said I had to send them images and return the blazers and they needed to verify the return before they could even ship out a new pair. Obviously, I’m not going to have them in time.
March 5, 2026
Unprompted review
Reply from Backcountry.com
I am truly sorry for the warehouse error and for the frustration of missing your race deadline because of a mistake that was entirely on our end. You should never have to jump through hoops when we are the ones who shipped the wrong item, and I sincerely apologize that our process made a stressful situation even worse. I am happy to share that your replacement pair has been sent and tracking shows as delivered, so we hope they are in your hands. If for any reason there is still an issue, please do not hesitate to call us at 1 801 204 4655 and we will take care of you right away.
I received my order and realized the…
I received my order and realized the size was completely wrong for me. When I reached out to return or exchange it, I was told it was “final sale” and there were no exceptions.
It’s disappointing that a company selling clothing online won’t allow returns for sizing issues. Customers can’t try items on before buying, so at the very least exchanges should be allowed.
The policy feels unfair and inflexible. I won’t be shopping here again.
March 2, 2026
Unprompted review
Reply from Backcountry.com
I am very sorry for the frustration around your sizing issue and I completely understand how disappointing it feels to be unable to return or exchange an item when you cannot try it on beforehand. While final sale items do carry restrictions, your feedback about how that policy applies to sizing is important and worth sharing with our team. I am happy to let you know that we are reaching out to you directly with a solution, so please keep an eye out for our message. If you need anything in the meantime, do not hesitate to call us at 1 801 204 4655.
Gearhead Very Helpful
Marla helped answer my technical questions. She also provided a link to help me understand the return/exchange policy. This helped me feel confident to make my purchase
March 1, 2026
Unprompted review
Reply from Backcountry.com
Thank you for sharing this and what a great outcome. I am glad Marla was able to answer your technical questions and point you to the right resources so you could shop with confidence. We will make sure she hears your feedback, and we hope you love your new gear!
Marla B was very accommodating and…
Marla B was very accommodating and answered all questions asked. She was able to confirm my ski boots would match my bindings.
March 1, 2026
Unprompted review
Reply from Backcountry.com
Thank you for the great feedback, Kody. I am glad Marla B was able to answer all of your questions and give you the confidence that your boots and bindings would work together perfectly. We will pass your kind words along to her and hope you have an amazing time on the mountain!
Maria B treated me very politely
Maria B treated me very politely, answered my questions and resolved my doubts with great professionalism, kindness and patience
February 28, 2026
Unprompted review
Reply from Backcountry.com
Thank you for taking the time to share this. It is wonderful to hear that Marla brought professionalism, kindness, and patience to every part of your interaction. We will make sure she sees your feedback, and we look forward to helping you again soon.
Backcountry fails to honor the manufacture warranty.
I bought Atomic Strive 14 bindings from Backcountry and on the 1st day skiing on my new Bent 110's I noticed the toe piece sliders extended outside on each ski and staying in that position, I sent pictures and descriptions to BC's warranty dept and after almost 30 days nothing, no response. Never buy hard goods from BC.
February 3, 2026
Unprompted review
Reply from Backcountry.com
I am so sorry that your first day on the mountain was overshadowed by a binding issue, and even more so that our warranty team has not yet followed up after nearly 30 days. That is not the level of service you deserve, and I sincerely apologize for the delay. I did want to let you know that I have personally reached out to our warranty team and they will be contacting you today to get this moving. If you do not hear from them or need anything in the meantime, please do not hesitate to call us at 1 801 204 4655 so we can make sure this gets resolved
Marla B solved my problem
Marla B solved my problem. She was kind and efficient. Excellent customer service!
February 20, 2026
Unprompted review
Reply from Backcountry.com
Thank you for the wonderful feedback, Brenda! I am so glad Marla B was able to solve your issue quickly and with such care. We will make sure she hears about your kind words, and we look forward to helping you again soon.
Marla B is super helpful and is a…
Marla B is super helpful and is a problem solver! I really appreciate the help!
February 21, 2026
Unprompted review
Reply from Backcountry.com
Thank you for taking the time to share this. It is great to hear that Marla B brought her problem solving skills to your experience and made things easy for you. We will pass your appreciation along to her and hope we can help again on your next adventure.
Reynaldo S did a great job.
Clear, helpful communication and solved my problem promptly. Reynaldo S was wonderful.
February 20, 2026
Unprompted review
Reply from Backcountry.com
Thank you for the great review and for recognizing Reynaldo S by name. Clear and prompt communication is exactly what we aim for, and I am glad he delivered that for you. We will be sure to share your feedback with Reynaldo and the team.
Reynaldo S was very helpful to speak to…
Reynaldo S was very helpful to speak to over chat on the website, and helped solve my problem. I appreciated his kindness and helpfulness.
February 18, 2026
Unprompted review
Reply from Backcountry.com
Thank you for sharing this, Elena. I am really glad Reynaldo was able to help you through chat and that the experience felt kind and easy from start to finish. We will make sure he knows how much you appreciated his help.
I’m following up to the review
I’m following up to the review. I left several days for Backcountry USA where I documented all the issues I have had where it’s taken 2 to 3 weeks to get product even after all the bad weather. Two weeks ago on two phone calls. I asked to speak with supervisors. I was never given one. I finally got one who was totally useless. So I posted a review and talked about their responsibility. Does not end until the product is delivered to my door. That hasn’t happened since before May by the way. I actually got a response to my posting with a phone number to call. This phone number takes me right into the main menu for what I want to buy. So they just continue to show me they don’t care about my business and they do not understand what a customer is. So based on this ignorant response because they can’t reach out and call me I will never spend another dime with Backcountry USA and probably Competive Cyclist. Except for one person whose name begins with T, they are the worst they make Amazon look good. They are clueless on how to deal with a long-term customer who has spent as much money as I have. And I hope you all who read this except what I’m saying and by elsewhere. Thank you.
February 13, 2026
Unprompted review
Reply from Backcountry.com
I am very sorry that your follow up experience has been just as frustrating as the original issue, and that the phone number we provided did not connect you to the right person. That is an unacceptable response to someone who has been a loyal, long term customer, and I sincerely apologize that we have continued to fall short. We would genuinely like the chance to connect directly with you, review your full order history, and make this right. Please call us at 1 801 204 4655 and ask to speak with a supervisor so we can personally take ownership of your situation from here.
I was having issues applying the 15%…
I was having issues applying the 15% first purchase discount code to a backpack that I was hoping to get for some upcoming travel. Reynaldo S. was extremely helpful and efficient at helping to investigate the issue and was even able to apply the discount for me post purchase. In this economy, its very helpful to save a couple of buck here and there, so I was very grateful he was able to help me out when I thought I was going to miss out on a nice discount. I will absolutely be buying more products from Backcountry because of his excellent customer service. Thank you to Reynaldo!
February 17, 2026
Unprompted review
Reply from Backcountry.com
Thank you for the thoughtful review and for recognizing Reynaldo S by name. I am glad he was able to quickly investigate the discount issue and get the savings applied for you so your travel backpack purchase stayed on track. We will be sure to share your kind words with Reynaldo, and we look forward to helping with your next trip
Fake follow-up by Backcountry.com
I was asked to reach out to backcountry.com to see if we could resolve my concerns over a recent return that I made that was done. What a complete waste of time and energy. They were not willing to do anything. I think they only responded to my review to make it appear as if they were willing to work with me. Do not order from them if you are not 100% sure of the sizing.
February 16, 2026
Unprompted review
Reply from Backcountry.com
Thank you for taking the time to share this feedback. We looked into the issue on our end and identified a solution to get it resolved. We’ll be reaching out to you via email shortly with the details and next steps.
If you need any further assistance after you receive that message, please reply directly to the email and our team will be happy to help.
Bad Delivery
I recently bought my daughter a $180 North Face vest as a thank you gift for taking care of me after surgery. Backcountry used Doordash to deliver it to her DC apartment, where it was left in front of a security gate, rather than behind the gate as UPS and Fedex always do. It was stolen before she could get it. Backcountry was unwilling to help in any way, so I am out the money with no gift for my daughter. Also, the same vest went on sale three days later for $118. I’m so disappointed in this experience. It’s the worst delivery service I’ve every had.
February 12, 2026
Unprompted review
Reply from Backcountry.com
I am very sorry your daughter’s gift was left in an unsafe spot and then stolen, and that we did not provide the support you deserved when you asked for help. That is a painful outcome, especially after surgery when you were trying to do something thoughtful for her. Please contact us at 1 801 204 4655 so we can review the delivery details and see what options are available to help make this right.
Super easy interaction
Super easy interaction with Marla B, got a price match and I love being able to complete my purchase securely via chat.
February 15, 2026
Unprompted review
Reply from Backcountry.com
Thank you for the great feedback and for calling out Marla B by name. I am glad the price match was easy and that you felt comfortable completing your purchase securely through chat. We will share your note with Marla and appreciate you shopping with us.
Great Customer Service & Support
Marla B was very helpful & resolved my issue quickly without any hassle. Marla was supportive & very empathetic. Marla offered their Summit+ for future purchases & completely understanding when I declined.
February 15, 2026
Unprompted review
Reply from Backcountry.com
Thank you for taking the time to share this. I am happy to hear Marla B resolved things quickly, kept it hassle free, and supported you with empathy while respecting your decision. We will make sure your feedback gets back to Marla.
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