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
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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 B helps a lot.
February 14, 2026
Unprompted review
Reply from Backcountry.com
Thank you for the review and for recognizing Marla B. We appreciate you shopping with us, and we are glad she was able to help.
Company mailed the wrong item. No refund
Company mailed the wrong item. It happens - totally get it. We returned the original shipment and they refused to refund stating "they don't carry that item." Absolutely awful customer service. Do not trust this company. Thank goodness you can dispute card charges. If you get stuck with this company on a refund, go that route.
February 12, 2026
Unprompted review
Reply from Backcountry.com
I am very sorry we sent the wrong item and that your return and refund experience has been so frustrating. That is not acceptable, and we would like the chance to review the return and make sure you receive the refund you are owed. Please contact us at 1 801 204 4655 so we can look into this right away.
The newest owners try to sell cheap clothes at high prices
The newest owners try to sell cheap clothes at high prices by using deceptive ”sale” notices. Returns and refunds are nearly impossible. The Better Business Bureau gives them an “F” rating!
January 15, 2026
Unprompted review
Reply from Backcountry.com
I am sorry to hear you feel misled by our promotions and that your experience with returns and refunds has been difficult. We want our offers and policies to be clear and our support to be straightforward, and your feedback is being taken seriously. If you are willing, please contact us at 1 801 204 4655 so we can learn more about what happened and help with your specific order.
Bad Experience, very fishy. I woulnt' trust it.
They advertise 15% off on your 1st order for signing up for text subscription. The code does come to you but when you try to use it, it doesn't work. Asked them if they could apply the 15% to the cart and send the invoice via email. They said they can't and neither could they offer another code that actually works. Don't fall for the 15% or 20% or whatever they're advertising. It's a hook. Plus the guy wanted me to give him all my information over the chat and he said he'll text me a secure line to pay. (Very fishy). I wouldn't trust giving financial information like that to someone that I don't know on the other end. Just a bad experience in customer service and living up to what you advertise.
February 10, 2026
Unprompted review
Reply from Backcountry.com
I am very sorry for the frustration with the promo code and for anything about that interaction that felt unclear or uncomfortable. We never want you to feel uncertain about how payment is handled, and we would like to review the chat and the offer you received so we can address this properly. Please contact us at 1 801 204 4655 and we will help.
I recently bought a northface puffer…
I recently bought a northface puffer shoes for my GF and she absolutely loves it. The boxing and packing was great and everything inside the box was amazingly packaged and I got a sweet discount deal to what I believe to be their affiliate. I will definitely come back here to shop again.
February 9, 2026
Unprompted review
Reply from Backcountry.com
Thank you for the great review and for choosing us for a gift. I am glad the shoes were a hit and that everything arrived well packed and ready to go. We truly appreciate your support and look forward to helping with the next order.
Excellent .perffect experience
Excellent .perffect experience
Very professional and efficient support
February 9, 2026
Unprompted review
Reply from Backcountry.com
Thank you for taking the time to leave a review. We are happy to hear you received professional and efficient support. We appreciate you shopping with us and hope to help again soon.
I bought a Patagonia coat for my…
I bought a Patagonia coat for my husband for Christmas in November. He opened the coat Christmas and has worn it twice. It is falling apart and the filler is coming out like crazy. I contacted backcountry for an exchange with a non-defective product. The company emailed me back and approved the exchange and or refund in two emails. Then I received an email saying that it was AI who responded and that they would not be issuing a refund or exchange and that I needed to take it up with Patagonia. Beware of their customer service. Do yourself and favor and buy direct not through this terrible website. You could spend hundreds of dollars and they will not stand behind their product.
February 2, 2026
Unprompted review
Reply from Backcountry.com
We’re truly sorry for the frustration and disappointment you’ve experienced with your Patagonia coat and with our handling of your exchange request. That is not the level of service we aim to provide, and we completely understand how upsetting this situation must be—especially after purchasing such an important gift.
We’ve reviewed your interactions with our team and are personally reaching out to ensure a proper solution is provided. Additionally, we’re providing coaching and follow-up with our staff to prevent similar issues in the future.
Our goal is always to stand behind both the products we sell and our customers’ trust in us, and we appreciate you giving us the opportunity to make things right. Please look out for a direct message or email from our team shortly so we can resolve this issue to your satisfaction.
Great customer service
Marla B. was so helpful and fixed my issue in like 5 minutes. Customer service like this is what makes me go to backcountry first when I need to purchase new gear. Thanks Marla!
February 1, 2026
Unprompted review
Reply from Backcountry.com
We can't thank you enough for taking the time to share this feedback! Hearing that our customer service team delivered an exceptional experience is what drives us. We look forward to helping you on your next outdoor adventure!
Marla was super helpful and provided…
Marla was super helpful and provided multiple options to help fix an interesting shipping mishap.
February 1, 2026
Unprompted review
Reply from Backcountry.com
Thank you for being a valued member of the Backcountry community! We're so glad our team could help make your shopping experience great. We love supporting adventurers like you—here's to many more incredible trips!
Ordering was easy, Shipping not so easy!
Ordering was easy! shipping not so easy. It took 4 days for a shipping label to made for order. Another 4 days for package to make it to local area for delivery. Package was sent out on day package was to be delivered. Doordash did not make delivery. Tracking said unable to deliver. Unable to deliver was not on my end. Package sent back to local hub. Waiting for Doordash to pick up package so it can be delivered. Doordash did not have a schedule for delivery. Very frustrating experience.
January 31, 2026
Unprompted review
Reply from Backcountry.com
We truly appreciate you taking the time to share this feedback, and we sincerely apologize that we fell short of your expectations. Your experience doesn't reflect the level of service we strive to provide every customer. Please reach out to our team directly at 1-800-409-4556, and we'll make this right immediately. We value your business and want to restore your confidence in us.
Backcountry Customer Service - great; shipping? Not so much
My shopping with backcountry.com was fine - the shipping however was a nightmare. The item never actually shipped and tracking I received continued to push out. I would be weary of using their shipping method (via DoorDash). However I had a great experience with their customer service, Reynaldo S., who was proactive in helping me file a claim and issuing a refund. If it wasn't for him I would have been a little more upset about the situation. Ultimately had to order my need from a different supplier.
January 30, 2026
Unprompted review
Reply from Backcountry.com
I am very sorry for the frustrating shipping experience and the repeated delays with your tracking, especially when you needed your order in a timely way. I am glad to hear that Reynaldo was proactive and helpful in getting your claim filed and refund issued, and I will make sure your kind words are passed along to him. Your feedback about the carrier is important and will be shared with our shipping partners as we review how we can improve delivery reliability. If you would like us to take another look at your case or have more details to share, please contact us at 1 801 204 4655.
Fast responses
Marla B. Is awesome! Fast responses, didn’t ask unnecessary questions. Fixed it immediately. Very friendly.
January 29, 2026
Unprompted review
Reply from Backcountry.com
Thank you for sharing this and for calling out Marla by name. It is great to hear she was fast, straightforward, and able to fix everything right away while keeping things friendly. We will make sure Marla sees your kind words, and we hope we can help you out again soon.
Order is running late to find out today…
Order is running late to find out today its lost incompetent company!!! Buyer beware!!!!
January 30, 2026
Unprompted review
Reply from Backcountry.com
I am very sorry your order was delayed and then reported lost, and that this has left you feeling so frustrated. This is not the experience we want anyone to have when they trust us with an order. We would really like the chance to review what happened and work on a solution for you, so please contact us at 1 801 204 4655 and we will do our best to make it right.
I’ve had a terrible experience ordering…
I ordered my husband a bunch of gear, but they sent my entire order to someone else and then sent me someone else’s order. It was incredibly frustrating to get them to help me. Finally, they reshipped my gear, but they sent me a confusing message saying that several items in my order (which had been delivered to a random person) were out of stock and I needed to choose different items. To top it off, Arturo, the gearhead, was extremely rude and sassy to me even though I was nothing but kind and understanding. I rarely write reviews, but this was truly outrageous.
January 26, 2026
Unprompted review
Reply from Backcountry.com
I am so sorry for the shipping mixup, the confusing communication about out of stock items, and especially for the rude treatment you received from Arturo when you were being patient and understanding. This is absolutely not the kind of care we want to provide, and your detailed feedback will be shared with our leadership team immediately. Please contact us at 1 801 204 4655 so we can personally review your order, confirm everything was reshipped correctly, and work to restore your trust in us.
I received a gift card for Backcountry…
I received a gift card for Backcountry this Christmas, though it would not work on the site and so I messaged a Gearhead and they said they'd ordered for me. I wasn't able to find the order on the site, so I messaged a gearhead again and they let me know that I still had an amount leftover on the order that the gift card had not covered. It is frustrating that the employee who completed my order didn't let me know that, but I paid the leftover charge and thought I was good to go. After the expected shipping time passed and I still didn't have my package or any update, I messaged a Gearhead again. They told me that my card was declined, though I was able to provide a screenshot of the charge on my card to prove that wasn't the issue. The Gearhead eventually found that multiple items from my order were no longer in stock, so it couldn't be sent. None of this would have been much of an issue to me if it didn't require me reaching out over and over again to get any movement on my order. I'm sure the gear heads could have done better, but I'd say there is a systemic issue if I talked to multiple employees and a resolution still took all those attempts. To make it worse, I had to try multiple times with the payment, so three different employees looked at my order and were unaware that the items I ordered were unavailable. It's also frustrating that even after I ordered those items they apparently weren't reserved? It was a painful process all the way through and all they did was refund my card (hopefully) and give me a credit on my account for the amount of the gift card. It was an absolute mess and they offered no compensation to try and make up for any of it. Needless to say, I will not be shopping at backcountry again.
January 24, 2026
Unprompted review
Reply from Backcountry.com
I am very sorry for the confusion and repeated frustration with your gift card, payment, and the items going out of stock, especially when you had to keep reaching out for updates. This is not the clear communication or smooth experience we want for you, and your detailed feedback helps us see where our process needs to improve. If you are open to it, please contact us at 1-801-204-4655 so we can review your order details and do our best to make things right.
Great communication
Great communication, very positive interaction with Marla B. Made the whole sale easy-peasy!!
January 25, 2026
Unprompted review
Reply from Backcountry.com
Thank you so much for sharing this and for shouting out Marla by name. We are thrilled to hear the communication was clear and the whole sale felt easy from start to finish. We will be sure to pass your kind words along to Marla and the team, and we hope we can help with your next adventure soon.
Marla B is awesome
Marla B is awesome, so helpful, fast and responsive with specific questions about gear, and helped me with prices as well. friendly and great!
January 25, 2026
Unprompted review
Reply from Backcountry.com
Thank you for taking the time to share this and for recognizing Marla by name. It is great to hear she was fast, helpful, and dialed in on the right gear and pricing for you. We will make sure Marla sees your kind words, and we cannot wait to help you get ready for your next adventure.
Marla B is the best customer service rep
Marla B was the most pleasant customer help experience I have ever had. She was on top of every question and there wasn’t a question she didn’t have an answer to. The customer service was truly remarkable.
January 25, 2026
Unprompted review
Reply from Backcountry.com
Thank you so much for sharing this and for highlighting Marla by name. It is wonderful to hear she was on top of every question and delivered such remarkable service. We will be sure to pass this along to Marla and the team, and we look forward to helping with your next adventure.
20% off 1 full price item, except any item you might want.
I'm a long time Summit Club member who just unsubscribed from all Backcountry email lists. Their 20% off coupon sales are a joke. "Exceptions apply". Yes, anything you might possible want is excepted from the sale.
January 24, 2026
Unprompted review
Reply from Backcountry.com
I am very sorry that our promo emails and coupon exclusions have left you feeling misled, especially as a long time Summit Club member. Your feedback about how the offers are presented is important, and we will share it with the teams that manage our promotions and fine print. I would really appreciate the chance to review your account, the specific offer you tried to use, and see what we can do to rebuild some trust, so please contact us at 1-801-204-4655 to talk with us directly.
Got a used product
Got a used product. The initial solution proposed by the customer service was only $25 refund which was not considerate. After almost an hour of chatting, finally got a satisfactory solution that compensated the inconvenience caused by the bad shopping experience.
January 24, 2026
Unprompted review
Reply from Backcountry.com
I am very sorry that your order arrived in used condition and that it took so long to reach a solution that felt fair to you. That is not the experience we want anyone to have when shopping with us. I appreciate you sticking with the conversation until things were made right, and we will use feedback like yours to improve how we handle situations like this. If you would like us to review your case in more detail, please contact us at 1-801-204-4655 so we can continue to make this right.
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