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 92% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Marla B
Marla B. was really helpful in answering my very specific questions about 2 mountain bike tires.
January 24, 2026
Unprompted review
Reply from Backcountry.com
Thank you for the great feedback and for mentioning Marla B by name. I am glad she could jump in and answer your detailed questions so you could feel confident choosing the right tires. We will make sure Marla sees your note, and we would love to help with your next ride as well.
Marla was so helpful and quick to…
Marla was so helpful and quick to support
January 22, 2026
Unprompted review
Reply from Backcountry.com
Thanks for sharing this. It’s awesome to hear Marla was so helpful and quick to jump in and support you. We really appreciate you taking the time to recognize her and are glad you had such a smooth experience with our team.
Great Help on lost items
I had a problem with an order that was mysteriously not logged into the system but I was sent all the shipping information and my card was charged. Backcountry graciously has offered to send me the same order again. Yay!
January 21, 2026
Unprompted review
Reply from Backcountry.com
Thanks for sharing your experience, and we’re glad to hear the shipping and billing mix-up was resolved. It’s great that we were able to resend your order and turn things around. We really appreciate your patience and the chance to make it right—hope you enjoy your gear!
Marla B.was a huge help with an order…
Marla B.was a huge help with an order that I accidentally canceled. She came through, replacing the order and credit from the original order. I didn’t have to do anything other than confirm my payment method. She took care of the rest with ease.
January 22, 2026
Unprompted review
Reply from Backcountry.com
Thank you so much for sharing this kind feedback about Marla B. It is great to hear she was able to quickly sort out your accidental cancellation, rebuild the order, and apply the credit without any extra work on your end. We will make sure she sees your shoutout and we are glad everything was taken care of so smoothly.
Great first experience
Reynaldo really helped me out with shipping when I was in a pitch. I could not sign for my packages and my trip is the following day. His actions helped calmed my nerves. I am feeling genuine great about my purchase/experience with Backcountry. Thank you!
January 22, 2026
Unprompted review
Reply from Backcountry.com
Reynaldo really helped me out with shipping when I was in a pitch. I could not sign for my packages and my trip is the following day. His actions helped calmed my nerves. I am feeling genuine great about my purchase/experience with Backcountry. Thank you!
Knowledgeable person was great and very…
Knowledgeable person was great and very helpful. But the first person I talked to I had to do some research and it was only a minute or two that went by and it was ready to cut me off so the chat bot thing was not very friendly it didn't let me finish on my own
January 18, 2026
Unprompted review
Reply from Backcountry.com
Thank you for the feedback and for recognizing the knowledgeable person who was able to help you. At the same time, apologies for the frustration with the chat timing out while you were still looking into things—that’s not the kind of experience we want our tools to create. If this happens again or you’d prefer to continue the conversation another way, you can always reach a Gearhead directly by phone at 1‑800‑409‑4502 or by live chat through our Help Center so we can make sure you’re fully taken care of.
What made my experience great was the service, and the pricing.
What made my experience great was how much time their representative was willing to take to help me find the best option for me.
This company is doing outstanding by having a massive variety of options and by having representatives available through the chat who make it all simple and tailor suggestions specifically for your desires.
January 18, 2026
Unprompted review
Reply from Backcountry.com
Thank you for such a thoughtful review! It’s wonderful to hear our representative took the time to walk through options with you and tailor recommendations to what you really needed. Offering a wide range of gear and pairing it with personalized, chat-based guidance from our Gearheads is exactly the type of experience the team works hard to deliver, and it means a lot to know it made your shopping easier
Reply from Backcountry.com
Thank you for sharing this! It’s great to hear Marla was able to help you get your order placed smoothly and provide such helpful support along the way. We appreciate you choosing Backcountry and taking the time to leave this feedback
Great help from all the gearheads I…
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 eliminate the need for waxing.
January 17, 2026
Unprompted review
Reply from Backcountry.com
Thanks so much for taking the time to share your experience! We're thrilled to hear that Marla and the rest of our Gearhead team took great care of you. We totally get the disappointment about the ski coating — that’s a cool option we wish we could offer more consistently. We’ll be sure to share your feedback with our product team for future consideration. Hope you have an amazing season out on the snow!
Smith Sunglasses
Marla B was very helpful at answering my questions and providing insight at which product to pick
January 17, 2026
Unprompted review
Reply from Backcountry.com
We’re so glad to hear Marla was able to help you find just the right gear. She’s a rockstar when it comes to matching customers with what fits their needs best. Thank you for taking the time to share your experience, and we hope your new gear treats you well out there.
Marla B was responsive and helpful
Marla B was responsive and helpful. Site is easy to use. Have been a Backcountry customer since they were founded.
January 17, 2026
Unprompted review
Reply from Backcountry.com
We truly appreciate your continued support over the years and are grateful to have you as part of the Backcountry family. It is great to hear that Marla provided helpful service and that you enjoy using our site. Thank you for being such a loyal customer and for taking the time to share your experience with us.
Great customer service
Had a question to chat about cancelling an order. Marla B. was very helpful and resolved everything that I needed.
January 16, 2026
Unprompted review
Reply from Backcountry.com
Thank you for sharing your experience with us. We are glad to hear that Marla was able to assist and make the process smooth for you. We appreciate you taking the time to leave feedback and hope we can help you find the perfect gear on your next order.
Marla B was very helpful!
Marla B was very helpful!! She answered my questions about two separate things about my order and helped make sure I understood both clearly. She was quick to reply and all around made me feel take care of! Thanks Marla!!
January 16, 2026
Unprompted review
Reply from Backcountry.com
We love hearing this kind of feedback about Marla. She truly goes above and beyond to make sure every customer feels supported and confident in their order. Thank you for sharing your experience, and we are thrilled to know you felt so well taken care of.
Exceptional customer service with a…
Exceptional customer service with a real, thoughtful human.
January 15, 2026
Unprompted review
Reply from Backcountry.com
Thank you for the kind words. We take pride in providing genuine, thoughtful service, and it means a lot to hear that came through in your experience. We appreciate you choosing Backcountry and hope to help you with your next adventure soon.
Ashton saves the day!
Ashton is a stud! Turned this frown upside-down.. Made my ski boot purchase happen today after providing some additional legwork! Give this man a raise and a powder day bonus! And hire more people like Ashton..
Cheers
January 15, 2026
Unprompted review
Reply from Backcountry.com
We love this review! Ashton will be thrilled to hear your kind words and to know he helped turn your day around. He is a true pro when it comes to going the extra mile for our customers. Thank you for sharing your experience and for shopping with Backcountry. Enjoy those new ski boots out on the slopes!
Good luck
Good luck . One out of every five customer service agents (“gearheads” 🙄) is actually helpful. I had an issue with my original order and was told the delay was because the items must have been lost , that I should reach out to USPS to see why . Then I was told the items ordered were out of stock . I called back and was told none of that correct and was recharged for the item , now in a new order. This time the price on the invoice didn’t match what Backcountry charged my bank . I called back again to be told that they didn’t know why that was and when asked to speak with a manager the rep told me they can’t do that , I’d have to wait 24-48 hours for a call back . After wasting close to three hours of my day , I will never be shopping here again.
January 15, 2026
Unprompted review
Reply from Backcountry.com
Thank you for taking the time to share this feedback, and sincere apologies for the frustration, conflicting information, and time you have had to spend on this. This is not the level of service we aim to provide, and it is very concerning to read about the confusion with your shipment, pricing, and difficulty reaching a manager. We would really like the chance to review your orders and make things right, so please contact our team at 1 801 204 4655 so we can take a closer look and help resolve this
Backcountry "Gearhead" gave me the…
Backcountry "Gearhead" gave me the address of a FedEx to return my items for free and when I arrived, FedEx charged me to print the labels. I also had to email Backcountry repeatedly before they FINALLY gave me a refund, almost one month after returning items.
January 14, 2026
Unprompted review
Reply from Backcountry.com
Thank you for sharing this feedback, and sincere apologies for the confusion with your return and the delay in receiving your refund. What you described with the FedEx label charge and the time it took to process your refund is not the smooth experience we want for our customers. We would really like the opportunity to review your order details and make this right, so please contact our team at 1 801 204 4655 and we will be happy to take a closer look and help resolve things.
With the new private equity owners this…
With the new private equity owners this shop has really done down the drain. Sad to see but i've moved my shopping pretty much entirely to other places.
January 14, 2026
Unprompted review
Reply from Backcountry.com
With the new private equity owners this shop has really done down the drain. Sad to see but i've moved my shopping pretty much entirely to other places.
I ordered a Patagonia coat for my son
I ordered a Patagonia coat for my son. We are now 1.5 months down the road and I have yet to get it. The first one they sent had a broken zipper-- it took 3 weeks to get a new one, which ended up being the wrong size. We are now 1.5 weeks down the road and the new coat has yet to be sent. It is a nightmare to do returns/exchanges and it all has to go through tedious processes that take forever. I will never use them again
January 12, 2026
Unprompted review
Reply from Backcountry.com
We’re very sorry for the long and frustrating experience you’ve had trying to get the right Patagonia coat for your son—from the defective zipper, to the wrong size, to still waiting on the latest replacement. Returns and exchanges are meant to be straightforward, and current policy even encourages placing a new order right away so the correct item can arrive quickly, but that clearly hasn’t matched your experience here. Please contact us at 1‑800‑409‑4502 or service@backcountry.com with your order details so a specialist can review the full history, confirm the status of the replacement, and work to get the correct coat or a refund resolved as quickly as possible.
Good customer service
Marla B. was friendly and efficient! Price-matched another site
January 9, 2026
Unprompted review
Reply from Backcountry.com
Thank you for your feedback! It’s great to hear Marla was both friendly and efficient while helping you secure a price match with another site. Backcountry’s Lowest Price Guarantee is designed for exactly this kind of situation, and we’re glad it worked smoothly for you
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