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 93% of negative reviews
Typically replies within 1 week
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Gearhead Reynaldo S
Gearhead Reynaldo S was very knowledgeable and helpful. He was prompt in answering my questions.
January 7, 2026
Unprompted review
Reply from Backcountry.com
Thank you for sharing this kind feedback about your experience with Reynaldo. It is wonderful to hear that he was both knowledgeable and quick to respond to your questions. We appreciate you taking the time to let us know, and we hope your new gear works out perfectly for you.
Backcountry will ship your items via…
Backcountry will ship your items via Ontrtac delivery service. Well known or stealing and losing packages. Well mine was sent back to vendor withiut my knowledge. Same issue with 2 other deliveries in same month. DO NOT ORDER FROM BACK COUNTRY UNTIL THEY CHANGE THIER SHIPPER
January 5, 2026
Unprompted review
Reply from Backcountry.com
We’re very sorry for the repeated delivery issues you’ve experienced and for your package being sent back without your knowledge. Your frustration is absolutely understandable, especially after multiple problems in a single month. Please contact us at 1‑800‑409‑4502 or service@backcountry.com so we can review your recent orders, address any missing or returned shipments, and escalate your carrier concerns internally.
After getting disconnected several…
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 got done what I needed and I’m so grateful.
January 4, 2026
Unprompted review
Reply from Backcountry.com
Thank you for sticking with us and for sharing this experience. While it’s clear the repeated disconnects and timeouts were very frustrating, it’s great to hear Marla was able to step in, get your order submitted, and turn things around. We appreciate your patience and your kind words about her help.
Reynaldo S
Reynaldo S. was excellent! Exceptionally helpful, patient, and kind. Backcountry's return/exchange policies are top notch–very customer-friendly. Thank you Reynaldo!
January 4, 2026
Unprompted review
Reply from Backcountry.com
Thank you for sharing this wonderful feedback! It’s great to hear Reynaldo’s patience and kindness stood out and that our return and exchange options felt straightforward and customer‑friendly for you. We’ll be sure to pass your thanks along to him and the team.
super efficient and helpful
January 4, 2026
Unprompted review
Reply from Backcountry.com
Thank you for your feedback! It’s great to hear our team was both efficient and helpful during your experience.
Reply from Backcountry.com
Thank you for your feedback! It’s great to hear our associate was so helpful during your experience with us.
The person assisting me was on top of their game!
The person assisting me was very helpful and clear on the information I needed to provide. They even took some screenshots to show me exactly where to look for item numbers, etc. Overall, quick response and patient.
January 3, 2026
Unprompted review
Reply from Backcountry.com
Thank you for sharing this detailed feedback! It’s great to hear the rep was clear, patient, and even used screenshots to walk you through exactly where to find what you needed, making the whole experience both quick and easy to follow
reynaldo was so helpful!
January 2, 2026
Unprompted review
Reply from Backcountry.com
Thank you for sharing this! It’s great to hear Reynaldo was so helpful during your experience, and feedback like this means a lot to the team.
Customers service was wonderful but gift card issue is unnecessary
Customers service was wonderful. Appreciate the help from the gear heads.
I love backcountry and will continue to shop, however, I don’t understand the reasoning you can’t use multiple gift cards on one order without going through the chat with gear heads.
While the customer service was wonderful, it was an unnecessary experience that took an hour and fifteen minutes of my time and for backcountry, it took an hour a fifteen minutes of your time. It can’t be efficient for you and def frustrating for the customer. I hope you’ll fix the multiple gift card issue. Nonetheless, I appreciate the gear heads.
-paul
January 1, 2026
Unprompted review
Reply from Backcountry.com
Thank you for the thoughtful feedback and for the kind words about our Gearheads and your overall experience with Backcountry. You’re absolutely right that having to use chat just to apply multiple gift cards is inconvenient and time‑consuming for both you and our team. Current policy allows only one gift card per order unless a Gearhead manually applies additional cards, which is why you had to go through chat, but your experience shows this process needs improvement. Your comments will be shared with the appropriate teams as we look at making gift card use more seamless, and in the meantime, we truly appreciate you sticking with us.
Marla B was able to help me quickly and…
Marla B was able to help me quickly and easily
January 1, 2026
Unprompted review
Reply from Backcountry.com
Thank you for sharing this! It’s great to hear Marla was able to assist you so quickly and make the whole process feel easy. We appreciate you taking the time to leave this feedback.
Backcountry.com SUCKS, their customer support is a disaster
This company used to be a good place for outdoors clothes. Well not anymore, they suck now. They shipped me a wrong item, when I called they admitted they couldn't exchange it because they did not have my original item in stock. I had to ship their wrong item back. They took their sweet time to acknowledge my return, said they processed the refund, and 3 weeks later I found out they never did! I had to call them again and again. And the money is still not back on my credit card!!!
December 29, 2025
Unprompted review
Reply from Backcountry.com
We sincerely apologize for the series of issues you experienced—from receiving the wrong item, to the lack of exchange availability, to the delay and confusion around your refund. This is far from the level of reliability and follow-through we want to provide, especially when you’ve already taken the time to return an incorrect order. Please contact us at 1-800-409-4502 or service@backcountry.com so we can review your order history, confirm the status of your refund, and work to resolve this promptly. Your feedback is important and will be used to improve our processes.
Customer service representatives lie
Backcountry has customer service representatives that blatantly lie about price matching.
They say they cannot price match with major retailers, such as Bloomingdale’s, Macy’s, etc., because these retailers do not clearly stated that they are “ authorized retailers” of brands. Please note that even the brands manufacturing items do not state this on their website.
They also inflate their prices compared to these competitors. Avoid.
December 29, 2025
Unprompted review
Reply from Backcountry.com
We’re very sorry for your frustration with our price match process and how it was communicated. Our price matching policy does require that the competing item be sold by a U.S.-based online retailer that is an authorized dealer for the brand, and that the item is identical and in stock, but this should always be explained clearly and respectfully, never in a way that feels misleading. If you’re willing, please contact us at 1-800-409-4502 or service@backcountry.com with the examples you were price-matching so we can review how your request was handled and see whether we can make this right.
19 days for return to process
Long time Backcountry customer who was excited when an east coast distribution center opened. Unfortunately their 2-day shipping is now useless (orders almost always take 3-5 business days even with expedited shipping).
Most recently i ordered new ski pants on 11/29 (2-day shipping) - they arrived 12/5.. after my ski trip. Get home and they don't fit - returned to backcountry and they processed the return of new unused pants 12/11. It took 4 customer service chats to get the refund sent back to me. Again new unused pants in original packing. Goodwill offer of $5. Sweet. Refund should clear 12/30.
December 29, 2025
Unprompted review
Reply from Backcountry.com
We sincerely apologize for the delays with your 2‑day shipment and the repeated follow‑ups you had to make to receive a refund on new, unused pants. While 2‑day services are intended to arrive within 1–2 business days from shipment, they clearly did not meet expectations in your case, and the added hassle around your return and a small goodwill offer understandably feels disappointing. Please contact us at 1‑800‑409‑4502 or service@backcountry.com so we can review your order history, ensure your refund is fully completed, and see what more can be done to make this right after such a frustrating experience.
Great customer service!
December 28, 2025
Unprompted review
Reply from Backcountry.com
Thank you for your feedback! It’s great to hear you had a positive experience with our team, and we appreciate you choosing Backcountry.
Box waffle 800 fill jackets
Marla B answered my questions quickly and with understanding. Very helpful
December 28, 2025
Unprompted review
Reply from Backcountry.com
Thank you for sharing this! It’s great to hear Marla was both quick and understanding in answering your questions, and that her help made a difference in your experience.
Marla B did a great job helping me with…
Marla B did a great job helping me with my return
December 27, 2025
Unprompted review
Reply from Backcountry.com
Thank you for sharing this! It’s great to hear Marla made your return process easy and handled everything so well. We appreciate you choosing Backcountry.
Maria B was very helpful and quick with…
Maria B was very helpful and quick with responses.
December 27, 2025
Unprompted review
Reply from Backcountry.com
Thank you for your feedback! It’s great to hear Maria provided quick, helpful responses and made your experience smoother. We appreciate you choosing Backcountry.
Very pleasant customer service
Very pleasant customer service. Helped me with my issue very quickly. Marla B. was very knowledgeable, respectful, and considerate. Great chatting with her.
December 26, 2025
Unprompted review
Reply from Backcountry.com
Thank you for sharing this thoughtful feedback! It’s wonderful to hear Marla was able to resolve your issue quickly while being so knowledgeable and considerate. We’re glad your chat experience was so positive and appreciate you choosing Backcountry.
Exchange
We ordered an item, it was too big so we sent the item back for an exchange. I been on the phone with Backcountry 5-6 times for the new item and still never received the item mean while they have the monies from the original purchase. I am not getting anywhere but being on hold and promised my item will be shipped, well it was never shipped. I guess I have to call my attorney at this time or small claims court!
December 24, 2025
Unprompted review
Reply from Backcountry.com
We’re truly sorry for the ongoing frustration with your exchange and for the repeated calls without a clear resolution. An exchange should never require this many follow‑ups, especially when we’ve already received your original item and you’re still waiting without product or refund. Please contact us at 1‑800‑409‑4502 or service@backcountry.com and reference your previous calls so a supervisor or specialist can directly review your order status, either ship the replacement or issue a prompt refund, and help restore your confidence in our process.
Don't order using express shipping
I placed an order yesterday for 2 day shipping. As of the next day/afternoon it hadn't shipped. When I contacted customer service via chat, I was told it wouldn't clear until the cc charge goes from "pending" to posted. WHO DOES THIS?? So he tells me I have to wait 1-2 business days for that to clear, THEN they will ship it 2 days. LOL, what a crap website! I cancelled and bought from another online retailed who will actually deliver my item in 2 business days.
December 26, 2025
Unprompted review
Reply from Backcountry.com
We’re very sorry for the confusion and delay you experienced with your 2‑day shipping order, especially after being told it would not ship until your payment fully posted. This does not match the straightforward, fast experience we aim to provide, and it’s understandable you chose to cancel under those circumstances. If you’re open to it, please call us at 1‑800‑409‑4502 so a supervisor can review what happened and use your feedback to improve how we handle and communicate time‑sensitive orders.
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