Backcountry.com Reviews 1,506

Reynaldo S. solved my issue quickly and satisfactorily, making this backcountry experience a very positive one.

Thanks Reynaldo!

Crap experience. Sent the wrong item from what was pictured and wasted so much time talking to customer service in Mexico that literally didn't know what to do. Wasted time, money, mileage for their mistake. If companies are going to penny and dime us I think it's time we also penny and dime them.

For such a large company they need to update their listings cause it's wasting people's time.

Update: Thanks for the response backcountry but as of May 20, 2026 the item on the site has still not been updated the image is still wrong! I returned the item and Fedex did not even print the label and return receipt for free after I told backcountry that I DO NOT OWN A PRINTER. So I had to pay for printing. This one purchase cost me money, time and inconvenience. How the heck are you supposed to make it right after I make another call? A random $20 gift certificate. No thanks.

I've ordered from this company multiple times in the past with no issues, until recently. I ordered a North Face jacket, but what arrived was a women's trench coat (?) which is super odd considering that isn't even an item that is stocked on their website. After an hour being on the phone with Customer Service which was extremely unhelpful, they pretty much told me that it's my fault that I somehow didn't receive the product that I ordered and that there wasn't anything that could be done.

I was also dismissed about being able to talk to a supervisor and was told that one would follow up with me which was never the case.

I've truly never experienced Customer Service where they wouldn't apologize or even attempt to rectify a situation to try to make some effort of trying to make it better. Very disappointed in a company that I used to trust and purchase most of my outdoor gear from.

They ship DoorDash do I need to say more. Avoid like the plaque.

Backcountry uses DoorDash for "last-mile" delivery in the city, but their security standards are nonexistent. In my case, the driver dropped my package in an unsecure, open area and failed to ring the doorbell or knock. Despite the fact that I worked from home on the day specifically to ensure I was present for deliveries, the package was stolen by a porch pirate before I even saw the notification.

When I contacted customer service, they were completely dismissive. They refused to offer a reorder or investigate the delivery failure, essentially stating that their responsibility ends the moment the package touches the ground--regardless of where or how it was left.

If you live in an urban area where package theft is a concern, do not trust this company with your money online. Their "completed delivery" policy offers zero protection against negligent couriers. Unless you can buy it in-store and walk out with it, I recommend taking your business to a retailer with more accountable shipping practices.

Marla B. was really helpful. She listened intently, double checked when things still didn't seem right, and ultimately 100% fixed the initial mistakes made by the automated side of the website that was giving me a lot of issues. Trust in customers and the ability to make things right is so important and I was impressed with the handling of my issue.

I received an item that was the wrong size. I placed it back in the original packaging and started the return process. They make you pay shipping to return an item even if the issue is their mistake. Within a few days I was notified via email that my return was received and if the item was eligible for return they would refund the payment to the account I paid with or if they determined the item had been damaged/used I would get store credit. A week passed and no further communication so I contacted customer service. At that point, I was informed there was damage to the item, which if true there was no way I was responsible for, so they issued store credit. No explanation of the damage, no photo evidence, just based on their assessment. Give me a break, 100% scam.

The service, concern, and help that Marla provides is exemplary and she is a wonderful representative for Backcountry. Also, I've found Backcountry has great prices on the products I need, and if they are equal of even slightly more than their competitors, the service they provide makes up the difference

Terrible company with a fake return policy. Even if you return unused items they will make stuff up, not tell you about it, say your return is complete, and not refund you. Then when you follow up they'll make up stuff to say how it was used and you only get store credit back. Anything you buy from this company can never be returned.

Great customer service.

I’ve been a customer for years because they consistently earn my trust. They offer both their own products and products from other manufacturers, and the quality has always been solid. They stand by what they sell, and their gearheads are always great to work with. Whenever I’ve had an issue, they’ve stepped in and taken care of it without any hassle. Wish they had a brick and mortar store in New York 😏

Was assisted by Marla B on a specific promotion I was interested in and she was receptive and quick to resolve my questions. Super satisfied with shopping experience.

Marla B. was great! Super helpful and fast! Backcountry always has great customer service and this was no exception.

There was a sale that started just a few days after I made some purchases and Marla B. helped me complete a price adjustment for the difference quickly and hasslefree

Marla B. was very helpful and provided quick service. Thank you to Marla and Backcountry <3

Marla B. was awesome. Quick to resolve my issues and proactive in helping.

Marla B was friendly, efficient, and addressed my concern inside three sentences. Great great customer service.

WORST EXPERIENCE OF MY LIFE! I purchased skis, took a pictures of them on the webpage when I purchased. NO INDICATION OR WORDING OF FINAL SALE. I needed to return, and had called and asked at time of purchase and they said I could return if I needed to. I tore my knee, can't ski. They have refused the return and will not even allow to speak to a supervisor. They refuse to allow any contact to even DISCUSS with a SUPERVISOR. BUYER BEWARE!!!!! AMEX has been TERRIBLE as they only have CHAT customer service now. Both are HORRIBLE! When I received the invoice they put FINAL SALE ON IT. NO INDICATION BEFORE. I am a CPA who is VERY CAREFUL OF SUCH THINGS. I did buy boots from EVI.com which were FINAL SALE. They said "NO PROBLEM" RETURN THEM and sent a FREE RETURN POSTAGE LABEL and REFUNDED. I would only BUY FROM EVO from now on, but I can't ski after injury. WORST EXPERIENCE EVER! I WOULD NEVER NEVER NEVER BUY FROM THEM! DECEPTIVE PRACTICES!!!

I received an email with a 20% discount code that didn't work. However, Marla B was very helpful in applying the discount and placing the order for me.

I ordered a pair of running shoes in a US size 10. While the order shipped promptly, I received the wrong size—a UK 10 (equivalent to a US 10.5).

I contacted customer service and provided the requested photos. Initially, they refused to send the correct size until I returned the incorrect pair they had sent. After escalating the issue, they agreed to ship a replacement right away.

Unfortunately, the replacement was also incorrect—it was again a UK size 10. I contacted customer service a second time, and they told me they would need to investigate further and would not be sending another replacement.

After waiting two weeks with no resolution, I reached out again and requested a refund. I was then told they would not process a refund until I returned both incorrect pairs via FedEx, which requires a 20–25 minute trip out of my way. I should not have to incur such a time/fuel expense to correct an error on their part.

I am left with two pairs of shoes that don't fit and they are holding my money hostage until I burn my own resources to return them. I have been a customer of this company for a long time but learned they have been recently purchased and the customer service outsourced. Never again will I buy anything from them after this horribly unfair experience.