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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Great Customer Service!
Marla B was incredibly nice and helpful. Answered all of my questions and even offered up several suggestions. Her customer service will definitely be a reason I return to shop here!
December 12, 2025
Unprompted review
Reply from Backcountry.com
Thank you so much for sharing this! It’s wonderful to hear Marla’s kindness, clear answers, and thoughtful suggestions made such an impact on your experience. We’re grateful you’ll be coming back to shop with us.
I worked with Marla B
I worked with Marla B. and she was fast and so helpful- took care of me quickly and easily and was very pleasant!
December 12, 2025
Unprompted review
Reply from Backcountry.com
Thank you for your review! We’re glad Marla was able to take care of everything quickly while keeping the interaction so pleasant and easy. We appreciate you choosing Backcountry.
amazing service
amazing service, I had an issue with my delivery address and they went out of their way to help me resolve the issue.
December 11, 2025
Unprompted review
Reply from Backcountry.com
Thank you for the kind words! It’s great to hear our team went the extra mile to get your delivery address issue sorted out. We’re glad everything was resolved smoothly.
Poor Refund Service
Purchased a down vest in Red, when received the color did not match the website. Returned it.
They charged me for the return freight. Took over 2 weeks after they received it to get my refund. Called customer service to expedite, the agent talked absolute nonsense .
November 25, 2025
Unprompted review
Reply from Backcountry.com
We’re very sorry for the disappointment with the color, the return shipping fee, and the long wait for your refund. This is not the experience we want for our customers. Please contact us at 1-800-409-4502 or service@backcountry.com so we can review your order, make sure your refund is fully resolved, and address the service you received.
Repeatedly sent me the wrong item
The prices here are competitive, but I had a pretty negative experience shopping here this holiday that was bad enough I won’t be shopping here again. I ordered a Filson bag for my husband for Christmas, and they sent the wrong color (he wanted a specific color). So I reached out to them and told them what happened and then re-ordered the bag again. But then they sent the wrong bag/color a second time. So I ended up with 2 rather expensive bags, neither of which were what I actually ordered. So they facilitated a return of the second bag (which I have to now find time to drive out to FedEx to return) so I could get my money back on one of them. I kept the first bag because I was afraid to try ordering with them again, only to get the wrong color a third time. I gave up - it became too expensive and time consuming to deal with this repeatedly, and now I have to make time to make returns for mistakes they made at their warehouse. I reached out to them and told them about my experience and gave them the opportunity to make it right, and they never got back to me. My advice - if you shop with them, give yourself plenty of time to make returns if they mess up your order and don’t expect the customer experience to be very good, even if you’re spending quite a bit of money with them.
December 1, 2025
Unprompted review
Reply from Backcountry.com
We sincerely apologize for the repeated errors with your Filson bag orders and the time and stress this caused during the holidays. Receiving the wrong color twice and then having to manage returns for our mistakes is unacceptable, and the lack of follow-up you describe is especially concerning. Please reach out to us at 1-800-409-4502 or service@backcountry.com so we can review your orders in detail and see what we can do to make this right.
THEY ARE A FRAUD
I order Patagonia Retro Pile Jacket - Kids they create the shipping label but never shipped. They are a fraud.
November 30, 2025
Unprompted review
Reply from Backcountry.com
We’re very sorry for the trouble with your kids’ jacket order and how it appears that the shipment never moved after the label was created. Sometimes labels are generated before a carrier scan occurs, but you should never be left without clear updates or a resolution. Please contact us at 1-800-409-4502 or service@backcountry.com so we can investigate the tracking, either reship or refund as appropriate, and restore your confidence in us.
Marla B was so helpful!
Marla B was so helpful!! There was a 20% advertised full price discount advertised but the item I had in my cart was not eligible. She helped me by applying a smaller but generous discount and processed the payment for me. It makes such a huge difference to get the help I needed live and quickly and for her to offer me a way to purchase. Thank you!
December 6, 2025
Unprompted review
Reply from Backcountry.com
Thank you for sharing this experience! It’s wonderful to hear Maria was able to explain the promo, find an alternative discount, and get your order placed quickly. Support like that is exactly what we aim for.
Super helpful customer service rep
Super helpful customer service rep. Extremely responsive, helped very quickly, and was extremely pleasant.
December 6, 2025
Unprompted review
Reply from Backcountry.com
Thank you for your feedback! We’re glad our team member was so responsive, quick, and pleasant to work with. We appreciate you taking the time to let us know.
Marla B was extremely helpful in…
Marla B was extremely helpful in processing an exchange!
December 6, 2025
Unprompted review
Reply from Backcountry.com
Thanks for the shoutout! We’re happy to hear Marla made your exchange process simple and stress-free. We hope you love your updated gear.
Marla B was awesome
Marla B immediately addressed the issue and completely fixed it in a fair manner.
December 6, 2025
Unprompted review
Reply from Backcountry.com
Thank you for the review! It’s great to hear Marla was able to jump on the issue right away and resolve it fairly. We’re glad you felt taken care of.
Fast response and issue resolution
December 6, 2025
Unprompted review
Reply from Backcountry.com
Thank you for your note! We’re pleased that our team was able to respond quickly and get everything resolved for you.
Marla B was great!
Marla B was super helpful in helping me exchange my climbing shoes for a bigger size! She made the experience pleasant and I'm excited to get my new shoes in.
December 5, 2025
Unprompted review
Reply from Backcountry.com
Thank you for sharing! We’re delighted Marla could make your climbing shoe exchange easy and enjoyable. Hope the new size is perfect for your next sends.
Marla B gets an A+
Marla B. was helpful and solved the issue. She explained everything clearly and went above and beyond.
December 5, 2025
Unprompted review
Reply from Backcountry.com
We really appreciate this feedback. It’s great to hear Marla’s clear explanations and extra effort made such a positive difference in resolving your issue.
I don’t normally leave reviews
I don’t normally leave reviews, but chatting with gearhead Maria B was a great experience. She helped me process and exchange of an item that was the wrong size.
December 4, 2025
Unprompted review
Reply from Backcountry.com
Thank you for taking the time to leave a review, especially if you don’t normally do so. It’s great to hear Maria made your size exchange simple and positive.
Incredible after-sale support!!
Reynaldo S made my purchase experience 1000/100. I had some changes and returns that I needed to do after my black friday purchases and he was an absolute gem. I've honestly never met another customer support staff that's so patient, goes the extra mile AND also understand my needs immediately without my having to explain multiple times.
I'm so glad I got connected to him for after-sale support through their chat. LOVE BACKCOUNTRY!!! You guys had the best sale and best items for my camping needs. (I'm sad your LA store is closingggg!)
December 4, 2025
Unprompted review
Reply from Backcountry.com
Thank you for such an enthusiastic review! It’s fantastic to hear how Reynaldo’s patience, attention, and extra effort made your post–Black Friday changes and returns so easy. Feedback like this means a lot to the whole team.
Horrible
Horrible. Company uses door dash for delivery. I have numerous cameras on the driveway and front door. Driver stated item was dropped off, never was actually delivered. Customer service will blame you and want you to fill a police report and other hoops for an item never delivered. Please do yourself a fovor and choose a real company.
December 2, 2025
Unprompted review
Reply from Backcountry.com
We’re very sorry for the frustration and stress around your delivery and the feeling that you were being blamed for a package you never received. This isn’t the experience we want for anyone. Please contact us at 1-800-409-4502 or service@backcountry.com so we can review your order details, work through the delivery issue, and look for a fair resolution.
Very helpful
The rep took a lot of time helping me find the right ski boots.
December 3, 2025
Unprompted review
Reply from Backcountry.com
Thank you for sharing this! We’re glad our rep was able to spend the time needed to help you choose the right ski boots. Enjoy your days on the snow.
Reynaldo S
Reynaldo S. Was very quick and helpful with my request! He made it very clear where to find the information I needed! Thank you Reynaldo S.
December 2, 2025
Unprompted review
Reply from Backcountry.com
We appreciate you calling out Reynaldo by name! It’s great to hear he responded quickly and clearly pointed you to exactly what you needed.
Ian O provided outstanding customer…
Ian O provided outstanding customer service
December 2, 2025
Unprompted review
Reply from Backcountry.com
Thank you for the shoutout for Ian! We’re happy to hear his support stood out as outstanding, and we’ll be sure to pass your kind words along to him.
Don't ever give Backcountry your phone…
Don't ever give Backcountry your phone number. They will text you everyday even if you've responded Stop!
November 2, 2025
Unprompted review
Reply from Backcountry.com
We’re very sorry for the unwanted texts and the frustration this has caused. You can opt out of marketing texts by replying STOP, END, CANCEL, UNSUBSCRIBE, or QUIT, and you should receive a confirmation that the request was processed; if messages continue, please contact us so we can investigate and manually remove your number. You can reach our team at 1-800-409-4502 or service@backcountry.com for direct assistance.
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