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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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
I recently bought a northface puffer shoes for my GF and she absolutely loves it. The boxing and packing was great and everything inside the box was amazingly packaged and I got a sweet discount deal... See more
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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
2k reviews
Replied to 98% of negative reviews
Typically replies within 1 week
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Marla B was awesome
Marla B was awesome. So fast, so knowledgeable and she immediately helped me to find the right bindings for my style, set up, etc.
9 January 2026
Unprompted review
Reply from Backcountry.com
Thank you for sharing this awesome feedback! It’s great to hear Marla was able to quickly dial in the right bindings for your style and setup with such knowledgeable support. Expert Gearhead advice is a big part of what the team aims to provide, and we’re glad it made a difference for you.
Shameful Customer Service and Zero…
Shameful Customer Service and Zero Accountability — Backcountry Has Lost My Trust
I’ve been a loyal Backcountry (and Competitive Cyclist) customer for many years, but after this experience, I will never use them again. My wife’s Backcountry account was hacked, and the thieves used her saved credit card information on Backcountry’s site to order boots shipped to the Northeast. Despite this being a clear security breach on their own platform, Backcountry refuses to acknowledge any responsibility.
What’s worse is their total lack of integrity in handling the issue. They promise call-backs that never happen. They refuse to let you speak to a customer service manager. They committed to issuing credits as a resolution, but those never materialized. Every single time you reach out, they deflect blame to the bank or the credit card company — anything to avoid owning their part in this hack.
It’s easy for a company to look great when things go smoothly. The true test comes when something goes wrong. Backcountry failed that test miserably. Everyone makes mistakes, but how you respond to them defines your business. Backcountry has chosen denial, avoidance, and finger-pointing over accountability and customer care.
If this is how they handle compromised accounts and stolen credit card information, think twice before trusting them with yours. Backcountry’s lack of cyber security — and their unwillingness to take responsibility — is deeply disappointing.
18 December 2025
Unprompted review
Reply from Backcountry.com
We are truly sorry for the distress and loss of trust this situation has caused you and your wife, especially after being loyal customers for so many years. No one should feel that their concerns about a compromised account and unauthorized charges are being dismissed, and the missed callbacks and unfulfilled credit commitments you describe are not the standard of service we aim to provide. Please contact our customer support team at 1‑800‑409‑4502 or service@backcountry.com so a specialist can review the account activity, coordinate with your bank as needed, and work through a clear resolution with you. We do have supervisors and managers available to speak with you directly, and we are committed to making sure you are taken care of and that your concerns are fully addressed.
Reynaldo S was extremely helpful and…
Reynaldo S was extremely helpful and efficient. He quickly understood what I needed and efficiently took care of placing my order. He was also understanding that I didn’t want to pay for the return label since I was doing an exchange (and your AI response said the label was free for an exchange).
5 January 2026
Unprompted review
Reply from Backcountry.com
Thank you for taking the time to share this, and it is great to hear that Reynaldo was so helpful, efficient, and understanding while placing your order. Feedback like yours is really appreciated, especially around exchanges and return labels, and will be shared with the team to help keep the experience clear and consistent. We are glad Reynaldo was able to get everything taken care of for you and hope you enjoy your new gear.
Gearhead Reynaldo S
Gearhead Reynaldo S was very knowledgeable and helpful. He was prompt in answering my questions.
7 January 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
5 January 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.
4 January 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!
4 January 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
4 January 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.
3 January 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!
2 January 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
1 January 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
1 January 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!!!
29 December 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.
29 December 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.
29 December 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!
28 December 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
28 December 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
27 December 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.
27 December 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.
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