Backcountry

It was my first time ordering online from Backcountry and it will certainly be my last. Their costumer service is absolutely incompetent. I ordered a backpack on a Saturday with a 2-day delivery option. My backpack didn't arrive by Tuesday, so I contacted costumer service. They told me they hadn't approve the payment yet. They said they would fix it, but they didn't. No email follow ups, the people operating the call center have no agency to speed things up and they are apparently not able to quickly communicate with the billing team. I offered another payment method, they disregarded it. I spoke to 6 representatives over three days. No one could figure it out. I was relying on this backpack for my trip and now I am left with no backpack and a headache. I do not recommend this store.

José helped me try on a bunch of climbing shoes, and he is awesome! I have two different size feet and he walked me through trying on 7+ pairs, helped me gauge fit on each one, asked about what kind of climbing I like to do, and gave me advice on the best way to buy shoes going forward. All this knowing that I wasn't going to make a purchase immediately as I try to figure out which companies offer split sizing. Fantastic customer service will definitely have me heading back to Backcountry.

I bought a bike from them and on it was damaged on delivery. They told me to take it to an REI who will fix it. I took it to an REI and they said they couldn't work on this bike because of the internal motor. I told Backcountry this and asked them for an alternative solution and they insisted I provide a receipt as "proof" they I took it to REI -- I didn't have a receipt because REI didn't charge me for anything, and REI had no notes because they took one look at it and realized they can't do anything because of the internal motor. They kept insisting on getting "proof" that I had already taken it to REI and refusing to do anything until they had received this proof. The attached image was in response to me proposing an alternative solution for getting my bike fixed -- they instead ignored me and repeated his insistence for "proof". Jeremy Begay, their "Bike Warranty Supervisor" is especially unhelpful, at times responding with sarcasm instead of any genuine attempt to help. Stay away from this company.

if i could give this zero stars I would! I have never been treated like this at a store they are unbelievably racist and rude - the manager very loudly told their employees to follow me around the store - i was followed around the store and even out the door when i went here to buy running supplies i have never been treated like this in dc! they are despicable and unbelievably rude and no one was following any of the white patrons around and i even asked for help finding a specific item and was ignored. do NOT shop here literally go anywhere else or order online this place needs to be closed down

Purchased a pair of Northface Boots from Backcountry. First time trying them on the back bull strap ripped completely off. Contacted for an exchange and was told “no” you have to go directly to Northface, jump through hoops, send back and wait for them to process a refund and maybe have boots or my money back by the end of winter! Backcountry sold me the defective boots and I would expect them to issue me a replacement and they send the boots back to Northface. Worthless, buy elsewhere!

The staff (including security) was extremely friendly. Their camping supplies are a little limited but they have plenty of clothes that are perfect for hiking.

Today, I called the store to inquire about full-face bike helmets. I asked if they had any in stock at the store, and they confirmed that they did. So, I traveled more than an hour to get there. However, when I arrived, there were no helmets available. I ended up wasting my time.

Terrific Store and Even Better Managers and Staff - I went into Backcountry to find a pair of mid-height hiking boots with ankle support - after spending upwards of an hour with me found a pair- back to Backcountry when they didn’t feel right - they looked deep into the stock room and lo and behold there was the last pair in the universe half a size up. Can’t say enough about these guys and the layout and look of the store have just the right vibe.