Marla was awesome
Marla was awesome. She took care of my order instantly and arranged for shipping. Too good and efficient. I wish all customer service reps are like Marla. Thank you very much.
About Backcountry.com
Data updated- Website
- www.backcountry.com
- Category
- Sports
- Location
- United States
- Status
- Unclaimed
- Last 12 months
- 108 reviews
- Replies to negative
- 95% (39/41)
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Is Backcountry.com legit?
Backcountry.com (www.backcountry.com) has a 3.5 out of 5 rating on OK.one, based on 108 user reviews collected here. It is listed under Sports and its reputation is mixed. Opinions are polarized: 62% rate it 4 stars or higher while 35% give 1 star; The business has replied to 95% of negative reviews. Last updated 2026-08-10.
What people say
Backcountry has become a TERRIBLE company!
What Happened to Backcountry??? They are TERRIBLE! Look at the reviews and how many 1 start reviews they are getting recently. Something is wrong with this company now. I purchased a backcountry cottonwoods gore-tex shell jacket through Target as the jacket was sold out at backcountry BUT on backcountry.com it said available at target. I purchased the jacket for a snowboard trip to Japan. I purchased this before xmas on Dec 16. I went on my trip 3 weeks later. Day 1 first time I used the jacket the zipper locked up at the bottom and would not release at the bottom. So the WHOLE WEEK i had to step in and out of the jacket. ANNOYING. I got back to the states and thought, All good, Backcountry will definitely take care of me. I called Backcountry and told them what happened. They said I needed a Backcountry order number. I sent them the receipt with order number and purchase confirmation. They told me that it has to be a Backcountry order number and I needed to go to target. I went to target and they told me I missed the 30 day return window by 2 days and all warranty issues need to go through the manufacture IS Backcountry. I called BC again they told me they would not do anything and to go through target!!!??? Target again said the Jacket is warrantied through BACKCOUNTRY! This was a brand new Backcountry Brand Goretex Jacket that Backcountry will not help me with. I have a brand new BackCountry jacket with a defective zipper that BackCountry will not warranty EVEN THOUGH I have the warranty info on my receipt and says ON THEIR web page - "Manufacturer Warranty limited lifetime" AND YES the zipper is covered. EVEN THOUGH I have a proof of purchase and receipt they told me that I need a Backcountry order number for the warranty to cover the zipper. BACKCOUNTRY IS THE WORST!!
I ordered a black Fox Speedframe Pro…
I ordered a black Fox Speedframe Pro helmet and instead received a completely different inexpensive blue off-brand helmet. The helmet I received did not have Mips or the other safety features of the Fox helmet I paid for. Customer service did provide a prepaid return label and agreed to issue a full refund, but despite the significant fulfillment error involving safety equipment, they offered no replacement, expedited shipping, discount, or other accommodation. I was very disappointed with how the situation was handled and would be hesitant to order expensive protective equipment from Backcountry again.
I was struggling finding a sleeping bag…
I was struggling finding a sleeping bag setup for my girlfriend and I to share as a double wide. Lots of Sleeping bags were not available in the LH & RH options. Marla B was a huge help and was looking really hard for a good option for me which we had eventually found! Marla B. Is AMAZING!!
Reply from Backcountry.com2026-08-06
Love hearing this. Finding the right double wide sleeping bag setup takes some real digging and we are glad Marla B. stuck with it until she found the right option for you. We will make sure she sees this.
Fishy Company
I placed an order, transaction amount was debited from my account, "Backcountry" shifted between: 1- claiming my bank declined the transaction (even after amount was debited) & 2- claiming Backcountry needed further authorization (they said a code was to be retrieved from my bank, but I wasn't able to verify accuracy of that after two calls to the bank). To make matters worse than passively denying service to me, the supposed customer service agent was largely disrespectful & unhelpful, prematurely ending the support call twice & acting as a brigade in the line of helpful assistance. My concerns for the agent/company operating in bad faith and/or unfair/unlawful discriminating remain unresolved.
Reply from Backcountry.com2026-08-06
We are sorry for the confusion around your payment and that the interaction with our team did not reflect the standard we hold ourselves to. We want to get this looked at by the right people. Please call us at 1-801-204-4655 and ask to escalate so we can review your order and work toward a resolution.
Door Dash Delivery of products?!?
Backcountry used DoorDash to deliver my package. The package was delivered to the wrong address, in a different neighborhood. I tracked down the address and spoke to the elderly couple. The package was never received. I had to haggle with the online rep to get a full refund. Why would a commerce company use an untrusted service like DoorDash? They have lost a customer for life
Reply from Backcountry.com2026-08-06
We are sorry your package ended up at the wrong address and that getting a resolution took more effort than it should have. We are glad a refund was issued but understand that does not make up for the experience. Your feedback on our delivery partnerships is noted and appreciated.
They have the worst and rudest customer…
They have the worst and rudest customer service. I can’t compare their manners to the lowest of the low customer services. There is no supervisor or they claim so. Their website says free return but when you ask for return label their rude customer service says you have to pay for shipping. And guess what the customer services tells you if you don’t stay quiet I’ll terminate the call.!!! By the way, their shoes looks good on the website but they are very uncomfortable and hard material. I don’t recommend this company to anybody . It’s not worth the headache.
Reply from Backcountry.com2026-08-07
We are sorry the interaction with our team fell this far short. The experience you described is not one we find acceptable and we want to make sure it gets reviewed. Please call us at 1-801-204-4655 and ask to escalate so the right person can look into both your return and what happened during that call.
Marla B is awesome and so helpful!
Marla B was awesome and so helpful! Great customer service, and real conversation that made me feel like I was interacting with a person who cared, not AI
Reply from Backcountry.com2026-08-07
This is exactly what we love to hear. Marla B. brings that genuine, human touch to every interaction and we will make sure she sees your kind words. Thank you for sharing this.
Awesome products.
I trust their products. Awesome selection. Haven't bought anything that has not been perfect. Great return policy and super helpful staff.
Reply from Backcountry.com2026-08-07
Thank you for the trust and the kind words. Knowing every purchase has landed well and that our team and return policy have delivered is exactly what we work toward. We look forward to keeping that streak going.
Sent me the wrong item
Sent me the wrong item. I understand that these errors sometimes happen. But the attitude of the customer service agent was entirely blaze when I called. They acted like it was my problem to resolve. They told me to process the return through Amazon, then asked me to drive it to a drop off point and expected me to pay to print the return label. All for a mistake that was theirs. The scale of all these things were small but the attitude was completely wrong throughout. Would not trust or recommend
Reply from Backcountry.com2026-07-27
We are sorry this did not go smoothly and that the return process was more of a burden than it should have been. We want to make sure this gets handled the right way for you. Please give us a call at 1-801-204-4655 and we will get it sorted out.
Don’t be fooled by the AI-generated…
Don’t be fooled by the AI-generated responses to negative reviews by this company. When you can call costumer service as instructed they still can’t reach a resolution.
Reply from Backcountry.com2026-07-27
We hear you and we want to do better. Please call us at 1-801-204-4655 and ask to escalate so we can get the right person on your case and work toward an actual resolution.
They are Very dishonest
They are Very dishonest. Pkg was delivered late. I was told i could refuse pkg. I did and this dishonest company refused refund and without telling me they sent the pkg back so i ckuld not refuse it again DO NOT BUY FROM THIS COMPANY I stand by my review. This company is Very dishonest and obstructionist in their refusal to refund very late delivery
Reply from Backcountry.com2026-07-27
We are sorry for the confusion around the return and that the communication along the way was not clearer. We would like to get this resolved for you. Please call us at 1-801-204-4655 and we will take a closer look at what happened and find a path forward.
My latest order with these guys left me…
My latest order with these guys left me upset enough to leave a bad review. They sent me the wrong item, and I had to go out of my way to deal with their customer service to fix it. I’d checked the site beforehand and saw the item I wanted was in stock, but they claimed it wasn’t and said I’d have to send the item back, wait for inspection, and then wait for a refund. Pretty annoying, since I needed the right item that week. This will be the last time I deal with this company — their customer service left a lot to be desired.
Reply from Backcountry.com2026-07-27
We are sorry the experience fell short, especially when you needed a quick turnaround. Please call us at 1-801-204-4655 and we will see what we can do to get this resolved for you.
Maria B
Maria B. Super responsive and great customer service
Reply from Backcountry.com2026-07-27
Really glad Marla B. was able to help and made the experience a smooth one. We will make sure she sees this and appreciate you taking a moment to share it.
Site allowed a return even though…
Site allowed a return even though marked as used. Waited around and then got told I couldn't return it. Fix your guide rails for return issuance. Basically wasted a week before ordering for nothing. Going back to REI.
Reply from Backcountry.com2026-07-16
I am sorry the return process gave you the green light and then let you down a week later. That kind of inconsistency wastes your time and we completely understand the frustration. Please call us at 1-801-204-4655 so we can look into what happened and see what we can do to make it right.
They were great at extending me the…
They were great at extending me the sale price after my return credit was received after the sale ended. Marla B was great at handling everything with the new order.
Reply from Backcountry.com2026-07-16
Really glad Marla B. was able to get the sale price honored and take care of the new order from start to finish. We will make sure she sees your kind words.
Marla B was quick to help and resolve…
Marla B was quick to help and resolve my issue with ease.
Reply from Backcountry.com2026-07-16
Glad Marla B. was able to jump in and get everything sorted quickly. We will pass your thanks along to her and appreciate you sharing this.
Maria B was very helpful
Maria B was very helpful. She got me the information I asked for and put me on a notify list for the item I was asking about.
Reply from Backcountry.com2026-07-16
Really glad Marla B. was able to get you the information you needed and set up that notification for you. We will make sure she sees this and hope we can get that item in your hands soon.
MY EXPERIENCE has been the BEST…
MY EXPERIENCE has been the BEST CUSTOMER SERVICE EXPERIENCE EVER! Honestly!!! I had 2 separate issues with two separate orders yet, STEVE H, ANNA & JANE were each EAGER AND EXCITED to assist me in RESOLVING my dilemmas! EACH demonstrated great listening skills and promptly in a professional manner handled the situation. I APPRECIATE THEIR EFFORTS but I APPRECIATE their HUMANITY above all! GREAT JOB GUYS!
Reply from Backcountry.com2026-07-16
This genuinely made our day. Steve H., Anna, and Jane each bring a level of care and humanity to their work that we are incredibly proud of, and it means so much to hear that came through for you across multiple interactions. We will absolutely make sure all three of them see this.
Marla is so kind and patient to help me…
Marla is so kind and patient to help me choose the right hiking boots. I have a great customer service experience ! Thank you Marla !
Reply from Backcountry.com2026-07-16
So glad Marla was able to help find the right hiking boots and make the process a comfortable one. We will pass your kind words along to her and hope the boots treat you well out on the trail.