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
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
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
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
Company replied
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 97% of negative reviews
Typically replies within 1 week
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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.
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.
26 December 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!
24 December 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.
26 December 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.
Buyer beware
Buyer beware. They have deceptive images of replacement brakepads. I wasted $ 30.00 plus on this "online scam". I wasnt looking for a discount, i just wanted repalcement pads. Upon contacting, they acknowleged the images aren't necessarily correct. Not sure how one would go about ordering if the images are false. refused to issue refund or correct replacement. Not a good online retailer. Go elsewhere
24 December 2025
Unprompted review
Reply from Backcountry.com
We’re very sorry for the frustration and loss of trust caused by the brake pad images and the difficulty you had getting a correct replacement or refund. Product photos and details should clearly match what you receive, and it’s understandable to feel misled when that doesn’t happen. Please contact us at 1‑800‑409‑4502 or service@backcountry.com so we can review your order, address the image discrepancy, and work toward a fair resolution
Be sure to see if Backcountry has what you need.
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 back when next in the market for outdoor gear. This company has high quality brands in the items I'm interested in. And I would encourage everyone to try merchants like this one. (That river in South America doesn't need ALL our business!)
20 December 2025
Unprompted review
Reply from Backcountry.com
Thank you for such a thoughtful review! It’s great to hear Marla answered your questions thoroughly, worked to find the best possible offer, and left you feeling confident about coming back when you’re ready to buy. We’re glad our selection of quality outdoor brands hit the mark for you and truly appreciate your support for specialty retailers like us.
Really helpful chat experience with…
Really helpful chat experience with Marla B who helped answer my questions promptly and then even assisted me with placing an order very efficiently.
21 December 2025
Unprompted review
Reply from Backcountry.com
Thank you for sharing this! It’s great to hear Marla was able to answer your questions quickly and help you place your order so efficiently. We appreciate you choosing Backcountry and are glad your chat experience was so smooth.
Excellent Customer Service
Understood my problem, helped address and placed the order for me.
20 December 2025
Unprompted review
Reply from Backcountry.com
Thank you for your feedback! It’s great to hear our team understood your issue, helped resolve it, and even got the order placed for you in one smooth experience.
Reply from Backcountry.com
Thank you for sharing this! It’s great to hear Ian took the time to get everything set up correctly for you. We appreciate you choosing Backcountry.
Reply from Backcountry.com
Thank you for your feedback! It’s great to hear Marla’s kindness and efficiency made your experience so helpful and positive.
Ordered seirus thermal headliner
Ordered seirus thermal headliner, only comes in one size. Shown for adult use. I had ordered as a gift for an adult.I am 5'1", 105 lbs. It is painfully tight around the head and chin on me, so it's useless. Backcountry thought I should buy another kind...I am not throwing good money after bad. Done with them.
19 December 2025
Unprompted review
Reply from Backcountry.com
We’re very sorry the headliner fit so poorly and that the guidance you received about “just buying another kind” felt dismissive instead of helpful. Unused items that don’t work out are generally eligible for return within the policy window, and our team should focus on helping you with options like a return, exchange, or alternative sizing rather than leaving you feeling stuck with something unwearable. Please contact us at 1‑800‑409‑4502 or service@backcountry.com so we can review your order, discuss return or warranty options, and try to restore your confidence in shopping with us.
We ordered a pair of rock climbing…
We ordered a pair of rock climbing shoes as a Christmas present for our son. They arrived on 12/17 and had clearly been worn. When I called to request a return be processed and a new pair be shipping (in time for Christmas), they told me they could not ship the new pair until they received the used pair. They said it can take 2-5 days for them to receive the return. When I noted the new pair might not arrive in time for Christmas they clearly did not care. In addition they offered me a $30 store credit for my inconvenience.
17 December 2025
Unprompted review
Reply from Backcountry.com
We’re very sorry that your son’s gift arrived looking used and that our exchange process and timeline added stress right before Christmas. New items should arrive in gift‑ready condition, and receiving worn shoes instead is unacceptable, especially when timing matters. While our process typically requires receiving the original item before shipping a replacement, your situation clearly called for more urgency and care. Please contact us at 1‑800‑409‑4502 or service@backcountry.com so we can review this order in detail, address the condition of the shoes, and see what more we can do beyond a small credit to make this right for your family.
Do not buy from this company
Do not buy from this company. They show a picture of a 300 gm bag of chalk for $3.95 but send you a box of 57 gm chalk and say that’s the size. They will let you return it by them sending a label and you have to go to post office to return it. Then they will give you a credit to your credit card. It’s not worth the time for $3.95 to cover this scam they pull. And they wouldn’t send me the 300 gm like any normal company to make up for their scam
Update. They responded and gave me a phone number to call so they could remedy the issue. The phone number doesn’t work! Does it get any worse with this company?
16 December 2025
Unprompted review
Reply from Backcountry.com
We’re very sorry for the confusion and frustration around the chalk size and the inconvenience of the return process. This is not the experience we want for our customers, and product images and descriptions should always feel clear and accurate. Please contact us at 1-800-409-4502 or service@backcountry.com so our team can review your order details and work toward a better resolution for you.
I would like a refund on my Summit+…
I would like a refund on my Summit+ membership. I got the membership to get a discount on the Flylow Bib, but my size and color was not in stock, so I don't need the membership.
Note: I will update this review after I call to see if I can get a refund.
14 December 2025
Unprompted review
Reply from Backcountry.com
Thanks for reaching out and for being a Summit+ member. You can request a refund of your Summit Club+ membership within 365 days of purchase, with the refund amount adjusted if any cashback has already been used. Please chat with a Gearhead or call 1-800-409-4502 so we can review your account and process the membership refund if eligible.
Exceptional Service
Backcountry.com is the best! My issue was resolved within minutes by an exceptional Gearhead!
14 December 2025
Unprompted review
Reply from Backcountry.com
Thank you for the awesome feedback! It’s great to hear your issue was handled within minutes and that your Gearhead made the experience exceptional. We really appreciate you choosing Backcountry for your gear.
Friendliness and flexibility of the…
Friendliness and flexibility of the gearhead
14 December 2025
Unprompted review
Reply from Backcountry.com
Thank you for sharing this! We’re glad your Gearhead was both friendly and flexible in helping you out. Your feedback means a lot and helps us keep delivering great support.
Reply from Backcountry.com
Thank you for your review! It’s great to hear you received fast, efficient help from the team. We appreciate you trusting us with your outdoor gear needs.
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