Backcountry Gear Reviews 5,139

Contacted them by phone to order a rare online item from out of the country and they were able to get it for me. I couldn't be happier with their very personal assistance!!!

"Luke went on Vacation" That's what I heard when the BCG agent stopped handling my order.
When I didn't get my email confirmation I, like anyone, decided to call. When the young lady told me my rep had left for vacation I said "Wow, right in the middle of working with a customer? He didn't pass me along to anyone?" Her response, "Well, we deserve a vacation."
Got my order put through so thank you BCG. But.....it must really suck to work there if they don't care about customers at all.

I looked all over the net, including REI used, Amazon Wharehouse, etc. Compared brands, models, reviews, warranties, budget to expedition.BG had the best price I could find on an Osprey Aether 55l Large.
I was apprehensive after reading reviews on line. So I hesitated. Decided I'd talk to customer service, see if item was in inventory or backordered & then decide. But it was Labor Day weekend. Couldn't talk to anyone until Tuesday. Meant sale over.
I had a great customer service experience with BG. James was my CR. He confirmed the item was in inventory & he honored the sale price. Plus the sale price for a reservoir.
The original price did post to my credit card, it was refunded to card the same day & the discounted amount posted. Done without my input.
My opinion: Good company working hard to offer great value. It's a smallish company & the great prices means it sells out of inventory quickly. That's reason for review backorder issues. Inventory lacks behind sells. Easy fix for customer, call customer service & ask if item is in inventory. Admittedly an extra step but for peace of mind & a great deal it's worth it.
For the negative reviewers, even your card company states reconciliation may take them days. And if you need the item immediately, either plan better or pay premium prices. Don't expect great value & platinum level service. Good service, yes. But if you want a mint on your pillow, expect to pay for it.

Wanted an item that was out of stock everywhere else. Found it here and even had a big on sale discount. Then added another item to get the free 3-5 day economy shipping. Saw some bad reviews but took a chance anyway. Ordered on Saturday and it quickly arrived on Thursday. Will definitely order from Backcountry Gear again. Thanks Backcountry! You made me one extremely happy camper. You and your crew rock!

I purchased an item on their website. After the transaction, I received an email. I couldn’t see the email again. I will report to my bank. Please avoid purchasing from them. It’s a SCAM.

Don't order from here. You will never get it. I ordered, chatted with them after not getting any shipping info. Said it would be shipped that day. Nope, a lie. Still no shipping, still not shipped. Just canceled my order. They didn't even care.. horrible..

Horrid customer service. Two weeks after I was supposed to receive something I ordered, I had to write in to find out what was going on. They said they don't even have the items yet. I told them that they should contact customers and let them know when things aren't coming on time. They proceeded to tell me they had given me all the information they had, which was untrue. I again told them that they should have let me know so I could have ordered from somewhere else since I really needed the gear I ordered and the only response was, 'okay'. I will never shop here again.

As advertised. Great communicators.

This company is complete garbage, order from the source not the middlemen of these types. I had made an order that was placed on back order. I went through the payment process anyway and it seemed my card was charged. Now almost two months later I hadn’t heard a thing, so I messaged looking for an update and was immediately met with a fraud accusation and had to verify it was me. Then I was told my card was declined. I asked why they were even trying to charge it, turns out they never even charged the card when the purchase was made and as I was unaware of this I didn’t keep the amount on card. Now after two months of waiting they are requesting I pay again, what is that?! Not cool, that’s what that is. They just caused me a logistical nightmare as I have a trip planned and now am on a time crunch to find a new sleeping bag.... I have had great service from other retailers, steer clear of these scammers, especially if you are a backpacker with a schedule.

I had a great experience with James Newsome, who worked with me on price-matching and also followed up several times to update changing details. All interactions I've had with customer service here over the years have been excellent.

I have ordered from Backcountry Gear on two separate occasions (about a year apart). On both occasions, within about a month after purchasing from them, my credit card was used for fraudulent purchases. I had to get a new card issued both times. I stopped ordering from Backcountry Gear and have not had a problem since. I don't use my credit card for daily purchases (mainly online). I continue to order from Moosejaw, Backcountry, and Amazon and have not had any problems.

Someone at Backcountry Gear was not trustworthy.

Placed an order with them by phone because their online website wasn’t taking my card tried multiple.

Minding I was trying to place This order all weekend.

First thing Monday I place the order by phone (at the time they didn’t tell me one of my items wasn’t available)

Tuesday comes around I don’t receive a tracking number I get an email at (7:50pm stating one of my items wasn’t available, and I’ll my items will be shipped when that item comes in 14 days from now) what??? 14 days that’s insane half a month.

It’s 8 pm there’s no way for me to call and tell them to forget that mess and ship my other items That are in stock immediately (I paid extra for quick shipping.)

I call the next day they said 7am is there opening time nobody answers until 8:30am meaning I spent an hour 30 mins calling.

ANDY THE MAIN BOSS OF EVERYTHING, customer service is your main concern and being treated like (hey buddy I don’t really care) isn’t a great feeling.

Wednesday now my items are being shipped today and I needed them for Friday the cutting board needs overnight treatment before use.

I’m severely Irritated that this is how this has been handled. Really felt like a go F$&* yourself type of help I received.

Horrible experience- deceitful. I ordered a sleeping bag for over $500. They wouldn’t ship it until I told them of a minimal charge they posted to my credit card. I confirmed it was for $1.25. This was bad. I don’t have time for this game. But the part that got me really disgusted with this company is when the rep said they do this to protect me against losing my money!! It’s a credit card. I have no risk of loss. The rep argued with me - and I’m a banker, I kind of know my risk. There is none - they have the risk. I canceled my order. I don’t deal with companies that lie.

SCAM
This was for a 7 oz. umbrella.
This is a email I sent this company.
As I mention on the phone.
Your company did not delivery the item on time.
I needed it by Friday at the latest because I was leaving Sat. morning to drive up north and hike for a week.
Which I did.
I could have paid for first class, around $5.00, which was cheaper and even that service would have been delivered by Friday.

.

But I chose your priority mail service which was going to be delivered by Tuesday at the latest.
This info is from your site.
$12.00.
I just can't believe you would try to stiff me for $12.00 for something that is your fault.
You receive back your product and make $3.00-$4.00 on the shipping.
Kind of a scam don't you think?

You calling me around 5:30 on Friday and telling me that I can get in my car and drive 10 miles to retrieve this umbrella was crazy.
I'm in the middle of cooking 8 steaks for a dinner and you want me to skip dinner and drive 30 minutes to get a package that was suppose to be delivered on Tuesday.
I paid $12 for shipping and now you want me to spend another $2.50 in gas

That's just so wrong.

After this refund I will have either some good or bad things to say about your company.
I have thru-hiked the AT 4 times.
Also sectioned it another 2 times.
I will be out there again and I'll talk up or down your company.
Is that really worth $12 that is your company's fault for not delivering a item on time.
They email me back with no intentions on refunding the shipping cost.
I would never buy from them again.

Warren was very knowledgeable and helpful. He understands gear and extreme conditions because he's used the gear in etreme locations. He was happy to chat gear (which is always fun), and he was instrumental in helping me make the right decision (a process that often causes me great, yet unwarranted, agony).

Oh my goodness Warren from customer service is amazing!!! I had a problem with an order that USPS lost and I called Backcountry gear after getting no where with the US Postal Service and Amazon. Although the entire fault falls on USPS, Warren stepped up and got the job done. I greatly appreciate the excellent customer service he delivered!

Not only incredibly friendly and helpful on the phone, but then sent me follow up emails about his recommendations on the gear we were talking about! I've never had a buying experience as personal as this and this will not be my last Backcountry Gear shopping purchase. They got a life long customer with their customer service.

I would like to take a moment to highly praise Warren, Customer Support. He was so polite and knowledgeable. He was professional and helped me find the item I needed for my granddaughter. I just cannot say enough about Warren because it is not every day that we can obtain the customer support he provides!

Great Product, perfect for my son. Quick shipping and good price.