Backcountry Retail Store

Ensure the site doesn't copy and last the wrong billing/shipping address. Customer support is excessively rude and disgruntled and unwilling to accept responsibility for errors on the company's part despite being boldly in their face. Paid for 1-2 day expedited shipping, 7 days later package still hasn't shipped despite two separate holds for the same amount being placed on my card. I understand that mistakes are can happen, but there definitely seems to be a culture of evading responsibility even when it's clearly and obviously an ID10T error on their staffs part.

first time in this store. i like how you can get anything from the website/warehouse. they have many iMacs where you can shop for your item, write down the info on a ticket, and they get the item out of the warehouse for you. i purchased 2 Cotopaxi Tasra Del Dia backpacks. Backcountry is the only retailer still selling the older version of this backpack, and i prefer this version over the newly released version. if you live in the SLC area i recommend checking out the store. save some money on shipping and get your product the same day.

Horrible customer service, repeatedly have products listed on their website that they do not have in stock and then blame their warehouse for the mistake. They will bold face lie to you that they tried to contact you when they never did. There is no integrity or professionalism in this company, if you don't value these then this is the company for you. Buyer beware.

Many of their products with variations are mismarked on their website. For example, I was looking at a 120 TPI tire but after driving half an hour to pick it up, they only had the 60 TPI tire available which was marked as 120 TPI on the website.

This online retailer has gotten ridiculously difficult to purchase from. I have been buying stuff from them for 20 years and now it’s like a game with their pricing. The medium will be 50% off the large will be 30% off and the XXXL will be 80% off.I don’t have time to play your games so I’ll shop elsewhere anytime I can to find reasonable prices.

I bought a Bianchi road bike from them in February for what I thought was an amazing deal. On my second ride I shifted the front gear for the first time and they chain fell off and chewed up the carbon frame. Trying to work with them on a return/exchange went absolutely nowhere. Took it into another bike shop and they quickly determined the rear derailer had been shipped with a broken spring. SRAM replaced that under warranty but I’m out more than $600 in repairs to the frame and other damage on my brand new bike. Terrible customer service. I won’t be going back.

Very cool retail store! I was a little confused walking in as I wasn't sure what the process was to finding inventory that they have in stock. They have computers in the middle of the store where you can find what you're looking for and they have you fill out a little piece of paper with the item number and the size, then you take it to a window and the warehouse employees fetch that for you. I had to wait a bit, but it wasn't an issue. After I received my item, you pay for it at the counter. Very good customer service and the employees were able to answer all my questions concisely. I'll definitely be going back!

They have all the top outdoor and climbing brands. Good sized, but not a huge store. Staff is chill and helpful.

We just had an amazingly positive experience with Backcountry. My husband needed new fishing waders for an upcoming fishing trip, knew exactly what he wanted, but has a specific size requirement. None of our local stores had what he needed, and Amazon needed a week's lead time for shipping. Turns out, Amazon uses Backcountry as its vendor for this product, so we called Backcountry directly. The person who answered the phone was kind, courteous and helpful. I requested expedited shipping and she said since it is a holiday weekend and we had called later in the day, she wasn't sure that she could guarantee a delivery time, but she would try. She offered us a discount on the shipping since there was no guarantee. The product came in less than a day and was on sale, to boot! Backcountry went above and beyond not only in carrying unique sizes, but in making all the effort they could to get the product to us as quickly as possible. We are very satisfied customers!

Purchased the wrong size. Contacted Backcountry and they said it was a final sale. Hence, no refund, no exchange. The only way the customer knows the sale is FINAL is in the FINE PRINT after you are in the process of the purchase. This is deceptive and just plain mean spirited to NOT be more transparent. There is no option offered or even an attempt to keep me as a customer. Unbelievable in this environment of needing to retain customers in the retail industry.

I purchased 4 nice shirts from Backcountry that were on sale. Well one of them was used, shrunken, and stinky. There was also no tag on it so it was obviously a previous return. So I asked for an exchange. They say we don't have any. So it takes me lots of time and energy to send this not new used shirt back, and to purchase it now from the makers with a 34 dollar increase to pay for it. Because they sent me a damaged used product, and would not exchange it. The thing to ask here is quality, are you getting the product they say they have for sale.

Terrible Do not order from this imo shady company. in writing, I was promised that the package would arrive on the 24th. Today on December 28 it is still in the hands of DHL, a to so-call hand it off to the post office. Customer Service says, " if I don't get it in a couple days, they said I can receive a free return label!" Oh boy, a lot of good that does me! Backcountry does not honor its word or at least did not in this case and in other reviews did not as well. Beware of ordering from this company.

Still waiting for my refund. The service department is on vacation. Proof of delivery via FedEx on unused resalable product and still waiting over 10 days for refund to CC after filing a dispute. Total runaround when you call to inquire. WARNING! NEVER BUY ANYTHING FROM THIS HORRIBLE ONLINE RETAILER!

Ordered a Helly Hansen Ski jacket size large. I own several Helly Hansen jackets all size large and this jacket is massive compared to the other ones. I called but they are not exchanging it even though it is really bad selling a jacket that is more like an XL than a Large. I called and when I wanted to speak to management the rep hung up on me. Do not use Backcountry

I bought a Bianchi road bike from them in February for what I thought was an amazing deal. On my second ride I shifted the front gear for the first time and they chain fell off and chewed up the carbon frame. Trying to work with them on a return/exchange went absolutely nowhere. Took it into another bike shop and they quickly determined the rear derailer had been shipped with a broken spring. SRAM replaced that under warranty but I'm out more than $600 in repairs to the frame and other damage on my brand new bike.

These folks are the worst. I'm personally never giving them business again. Ordered a $450 backpack, they sent wrong one. Held my money until I returned it, refunded me less than what I paid. Awful customer service. I'll pay more at my local shop before I give these sh*tbags any patronage. I'm off to google reviews and any other review site I can find to slaughter these pigs.

Do these clowns think that bombarding me with email offers even after I asked to unsubscribe 3 times will get me to be a customer? Great public relations.

I've had positive experiences in the past, but I recently ran into an issue with returning items. I returned three items packaged together in a single box (as instructed by their customer service) with two different returns. One of the items was refunded. The other two I've been waiting for a refund for two weeks. I've followed up with their customer service every few days and I keep being told that they are contacting the warehouse. I just want a refund for the sweaters I returned.

Wish I had read these reviews first. They claimed I would get free standard shipping, 3-5 days. They sent it economy which will take 8 days.

Purchased an EVOC Travel Bike Box. The item was extremely difficult to put together and I couldn't get the "stays" to go in the channels to make the box rigid. I even took the Box up to the Park City headquarters and retail store to get help - the retail clerk said there was no one in the store to help me get the "stay" in. No attempt to help, despite there were several people in store standing around. I then took it to some of my bike friends and a bike shop, to try to get the stay inside. No avail. Called today to get a refund on the defective product and they said the best the could do was an instore credit. Despite that it is defective, despite the attempt to get someone from Backcountry to help, despite that no bike shop could get it to go in. It is "used" because I put it together and then brought it to Park City in my car, to get help and wheeled it on the sidewalk, took it to a bike shop and friends to try to fix. I requested a full refund to my card vs. store credit to buy another product from Backcountry because the experience was so horrible. It was denied by Ben in customer service and his manager. I was warned about Backcountry and they lived up to their reputation. Buyer beware, deal directly with manufacturers. Backcountry is not interested in servicing their customers - they deal in volume. Pay attention to the reviews that state the return/exchange with Backcountry is problematic.

Horrible customer service slow and extremely slow !! I have never had such a terrible experience with an on line store.

Promote next day delivery but certainly not the case. Products are always okay just dont tell buyers next day when its a week or two out for delivery!!

"My package was delivered to the wrong address. FedEx even posted a picture of the wrong place. I contacted back country immediately to inform them they told me to wait 48 hours so I did. Than they wanted to start the process over again. I disputed the charge and will stick with REI. THEY HAVE THE WORST SERVICE

Worst service ever. We purchased over $400 in merchandise and added the additional $15.00 for one day shipping, a promotion they offered. On the phone they said our gear would arrive the next day. Today, the next day, we learned that the items had not even shipped. When I ask for the $15.00 for the shipping back, the clerk, on the phone, said we should have read all the terms on their site that they can take as long to ship and handle things as they like. He absolutely refused to help in any way, just told us it was our fault. I explained that NO WHERE in the buying process was there any terms shown, just the promise of next day delivery. Didn't matter, he told me to have a nice day:). I do not recommend Backcountry.com to anyone.

Dishonest Returns Department I recently ordered a pair of shoes from backcountry.com. After having them on my feet for about 60 seconds I determined they were too large. I had them boxed and off for return within 24 hours of receipt. Two weeks after returning the shoes I noticed my credit card had not been refunded. I tracked the return shipment and confirmed it had been delivered. Upon calling into Backcountry to inquire about my credit card refund, I was told a store credit was issued. when I asked why, I was told the shoes were documented as "used and dirty inside and out." Absolutely not the case - I never wore them; again they were on my feet for about 60 seconds while indoors. I asked the agent for photos. None could be provided. I received nothing from backcountry stating my return was issued as a store credit. the credit appears nowhere in my account. In order to see it I had to put an item in my shopping cart and got to checkout where it showed as a payment option. When I did this, I noticed my store credit exceeded the price of the shoes. When I inquired what the other credits were for, a list was rattled off including boots that I exchanged for a larger size (ie, they WERE NOT WORN BECAUSE THEY DID NOT FIT) and clothing that was literally returned in their plastic bags with tags attached. Again, documented as USED though in plastic with tags. Again, no photographs available of "used" condition. I have now called 3 times asking for a U.S. based supervisor and every agent has told me supervisors are not available. Customer service is internationally outsourced. Something VERY dishonest is happening here and I don't know if it is on a corporate or employee level. I would like to know what happens to items once the backcountry.com returns department labels something as used. I will not purchase from backcountry.com again. very dishonest company.

Orders are late to arrive. Even after paying for expedited shipping, the delivery was late. The customer service is difficult to deal with about understanding shipping costs and timelines. I was actually told that no shipping service delivers on weekends. The returns are not easily processed as well. Not great.

This company is fraudulent. Buyer beware! I ordered from Backcountry a few times in the past with no issues. Decent prices and fast enough shipping so I had saw no issue with using them again. I ordered a pair of $100 Prana pants and within a day or two they sent an email stating they were shipped. The package arrived at my house and there was nothing inside but shipping filler. The person packing my order had apparently forgot to actually pack my order. I inspected the package and found no sign of tampering. Contacting customer service was the most insulting experience I have ever had. They basically accused me of lying and said there was NOTHING they could do about this. Never once even considering that their employee could have made a shipping mistake. Just the blaming and washing their hands of any responsibility. This is by far the biggest shopping fraud I have ever experienced and WORST CUSTOMER SERVICE I have ever witnessed. I am filing a police report and have contacted my credit card for a charge back, and reporting to the better business bureau. All this over a $100 pair of pants! Ridiculous! I'm spreading the word so no one else gets ripped off! Buyer beware!!!

Package never delivered I am out over $600 and no one can help. This is the third time they cant find my house funny REI, Jenson, Moose Jaw, Competitive Cyclist no issues. All they say there's an investigation this is the last time i will give away my money.. UPS is the main problem i will never use them as well. On track and Fed Ex no issues. I was promised by Backcountry it would be resolved by Monday today and now it can be 10 more days unacceptable i did my part now out over $600. Online shopping I am done.

this is one of the worst online companies when it comes to getting the product you ordered. I was charged for items that weren't even in my cart. after that was all corrected the order never got shipped after a week. I ended up canceling the order and will never order anything again. you're better off just buying from Amazon if you can even if it's more expensive. just not worth the hassle.

I ordered the "Stoic Double Cloud Camp Bed" from Backcountry. it was listed as "self-inflating" it's not, but I figured I could live with that, the issue was it was damaged as you can see in the images. The other issue is it's a nightmare to get deflated. I contacted Backcountry through email several times and 3 times they responded they could not see my attached images, what? I create images for websites for a living. On the 3rd try, they said they could see the images of the damage and I needed to call them. they indicated they could "wave" the return fee in this case but I need to box the damaged mattress back up, and once they receive it, it could take 7-10 days to get my refund, now I have to get this thing deflated, boxed back up, drive to FedEx and wait for a month for a refund. Geez, i said can you give me a discount for the damaged product instead? they offered me a $10 store credit LOL! Plus their outsourced customer service sent me an email with a return label that is an imbedded low-res graphic NOT printable. this will be my last order from Backcountry.com

No order confirmation e-mail. No tracking e-mail, and in the end no product! I placed an order for a trip I had coming quickly, I expedited the order and was told it would be no problem and they would personally track it to make sure it arrived. Now - a day prior to my trip nothing! No Management to speak to and they are unable to do a refund until they locate the product even though they informed me it still hasn't shipped. Very nice on the phone - don't be fooled, there is no follow through.

Avoid this place. I ordered some women's sock on sale. I got men's long underwear. The socks I ordered are no longer available. But, Backcountry won't refund me until I send the items they incorrectly sent back to them - only then will they give me a refund for their screw up. Shitty customer service. Go anywhere else.

I ordered stuff online never showed up they tried to keep my money and ended up returning the shipmen to them without notifying me. Terrible place highly don't recommend unless you want to be scammed.

Unbelievably bad experience with BC. I bought a bike pad in June that was too large. When I went online to chat with a gearhead about an exchange (outside of their return policy, mind you), he was QUICK to offer solutions. He told me to request a refund for the pad I already had, which I bought for about $114 with a discount code. I did that. He then told me to re-order the same pad in a smaller size and that he would expedite it to me. All I had to do was return the original pad, which I did. I bought the new pad for around $150 (NO discount this time which I thought was cheesy). The new pad arrived the very next day, before I could even return the other one. But, I thought this was OUTSTANDING customer service and didn't think about it again. I returned the pad and that was that. That is, until 9/1/21, when I got an email stating they would not accept my original return and were sending it back to me. HUH?! Did I miss something? I do EXACTLY as they tell me to do and then think it's ok to BAIT AND SWITCH ME into buying a new pad?!?! Wtf?!? So, I ended up with TWO pads that I now don't want either of because I will NEVER use BC products again. Fast forward to after I filed a complaint for the bait and switch with the AGs office and got the response from the legal dept at BC where they totally lied about what happened. No mention of the bait and switch that THEIR gear head pulled and they also referred to me as Mr., despite the fact that I am a female. Disgusting, cheesy, terrible customer service. BC should be ASHAMED that they are pulling bait and switches and then get mad when their consumers get mad about it. STEER CLEAR! Plenty of quality bike pad companies out there that aren't BC! Hope this helps your decision

Their customer service is going downhill fast. Most recent issue: returned two items in the same box. They say the only received one and can therefor only refund that one item. Their word against mine, but I'm out $120 and someone in their warehouse probably got a free bike part. Backcountry just says the tracking info only references one box so they can't help me. No duh, both items were shipped in one box, which is why they only sent one return shipping label.

I bought my Pinarello Grevil in Dec. 2020. After 2 years the down tube cracked. I submitted the claim to Pinarello with Competitive Cyclist but Pinarello didn't honor their warranty - the only "customer service" provided was the offering of a frame replacement at a cost of $2,600 - Competitive Cyclist doesn't have phone numbers for any customer service only for sales. Very disappointed

Horrible return process....their policy is not honored as posted. Returned brand new item with all original packaging intact. Company would only give store credit and no refund (policy says refund). There was no communication about account credit. I had to email to find out. A year later and the item in my online account still says return pending. Buyers beware---consider everything final purchase.

I ordered a pair of Solomon shoes mail order they charged my account three times, they said it was an account confirmation process it took to calls to resolve and figure out what they were doing.

chat takes over 40 minutes to tell me the problem is still not resolved -twice. Now on the phone with a nice rep who is trying to help, but supervisors don't want to help the reps. I had more fun talking to Spectrum about my bill today. It's before 5PM on a Friday on the east coast and they tell me it's too late in the day to fix the errant charges on my credit card that have been there for a week after the canceled order, which I only found out about because I called when I saw the original order hadn't shipped yet. And the rep just hung up on me. The supervisor is supposedly named Ricardo Hall.

Great customer service and knowledgeable reps! I just went on line to check store hours for a return and was astonished at many of the other negative reviews--whingy winers. I've been purchasing products, and making some returns, from them for over a decade and have had nothing but positive experiences.

Great products. Really nice people. Awful return policy. I have to wait 3 or 4 weeks and watch my credit card to see if I get a refund or just ripped off. Why not do it like the other big retailer in town?

I cannot recommend this place anymore. They have everything, but the chances of you actually getting it are slim. If you go into the retail/Warehouse store, you wait for about 45 minutes. I have been going here for years and now done. Once upon a time, they were awesome, now you simply can't depend on them. I made an order months ago, they lost it and gave me a return. I never would have known if I hadn't called. Received a random package yesterday and that order showed up but wasn't what I ordered in the first place. Wrong and wrong. Super nice people and they seem to know what they're doing but it never ends up the way it's supposed to. Just order from somewhere else.

Terrible return policy. Terrible. You return the product. Then you want several weeks. Maybe you get a refund. Maybe not. I will choose to shop elsewhere. This is unfortunate because backcountry carries some good brands. So I guess if you don't care about having the seller stand behind a product, and you don't care about ever getting a refund, then backcountry is fine.

This business has absolutely horrible customer service. I ordered an Inflatable Kayak, knife and paddle. With warranties, an over $1500 purchase. I worked through their online order system. The sales person, Henry Storm, said I was saving 10% on the purchase and I was getting free 2-day shipping. That was on a Thursday. On Saturday I checked their website. Everything but the knife was back ordered. I called them. Aiden Brown said he sees that it's on back order. So he emails the wear house. Issac Greer at the wear house says my stuff has come in to their location, it just needs to get unpacked. Should be on the way in the next few days. Tuesday I call and talk to Matt. Matt tells me I know more about what is going on than he does. Says he knows Aiden and will call me back with what he finds out. No call. I call Wednesday afternoon. Teddy tells me it's too late to get any answers, I'll email you what I find out Thursday morning. No email Thursday morning. Call early Thursday afternoon. I ask to speak with a manager. I'm put on hold. After 10 minutes of waiting, hang up call back. Ask them to have the manager call me. An hour and a half later, still no call back. Call back again. This time it's Teddy again. Hi Teddy, you were supposed to email me back about my order. I'd like to speak to a manager. Teddy: "oh ah, let me see if ones available". Instant messages Meg Arruso. Meg goes the discourteous route of telling Teddy to tell me through instant messaging that the items I ordered won't be available till sometime in September. Hey Teddy, cancel my order. NEXT ADVENTURE GEAR, in Portland had what I wanted. The salesperson Helen was knowledgeable about the products having tried out the gear previously. A woman I asked a gear question about at Backcountry gave me the answer of "uh, yeah". I'm just one customer who had a $1500 dollar order. No great loss Backcountry. Probably won't break you. However, me times 10 other people in a day at the same price range, will hurt the bottom line. Poor, POOR, customer service! If you can't hire management willing to stand up and take responsibility for poor performance, your losing money on sales, and paying you manager for not managing. NO WAY, will I ever call you people again. Corporate in Park City, Utah, WAKE UP!