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.
Easy real-human communication, smooth refund experience
Really glad the experience was smooth and that getting to a real person was easy. That is exactly how it should work and we appreciate you taking a moment to share this.
Marla B. Was a big help with a coupon code sent to me that wouldn’t work. She fixed it and I placed my order.
Glad Marla B. was able to get that coupon code working and get your order placed without any more hassle. We will make sure she sees your feedback.
was relatively easy to get to a competent person - I had an exchange i wanted to do as the item i ordered was a medium ...but an inordiantely large one. I wanted the shipping to be waived on the new item, as it was an exchange. I couldnt quite figure out how to do all of that online...so I used the chat bot and got to a person in short order who helped do everything.
Really glad the chat got you to the right person quickly and that the exchange was handled without any extra hassle. That is the kind of experience we want everyone to have and we appreciate you sharing this.
I bought two pair of hiking shoes and purchased the additional delivery protection program. I pulled both pair out of the box, tried them on in my home, immediately took them off and returned them to the box. A return authorization was attained, and I sent the the shoes back 14 days later. I happened to check on my refund 14 weeks after sending the shoes back. No sign of a refund. Login to my account, status says "refund pending". Called customer service, was told it had to be a store credit as a moth was found in the shoes (both pairs). Hmm, both pairs, from a state where the moth hatches don't happen for another 9 weeks? Also, no store credit is indicated when I sign in to my account. I asked to speak to a supervisor. Agent reports back that supervisor said it was not returned within the 30 day window (yet I have proof it was). So they lied about me returning "used gear" then tried to lie about the return date to justify a store credit which they gave no indication that I have received. DO NOT BUY From Backcountry.com.
I am deeply sorry for what you went through. Waiting 14 weeks with no communication, then receiving conflicting explanations that do not add up, is a serious failure on our part and you deserved far better throughout this entire process. Please call us at 1-801-204-4655 and ask to escalate so we can review the full timeline, look at your proof of return, and work toward a resolution that is fair to you.
BEWARE FUTURE CUSTOMERS!!!!! I ordered a cycling jersey that had a manufacturer defect. We followed the process to file a warranty claim through Backcountry and have yet to hear anything from their warranty team. We have waited weeks into months now. I reached out to their customer service team, which was helpful initially, but have now gone silent. I am left now with a defective jersey along with time and money wasted. I should have just ordered from the manufacturer intead.
I am sorry about how this warranty claim has been handled. Weeks turning into months with no update is not acceptable, and you should not have had to chase us down only to be met with silence. Please call us at 1-801-204-4655 so we can locate your claim, get it moving, and make sure you are not left without a resolution.
Reynaldo S. was wonderful and super helpful. I appreciate his time and understanding! Thank you!
So glad Reynaldo was able to help and make the experience a positive one. We will pass your thanks along to him and appreciate you taking the time to share this.
Ordered a sea to summit sleeping pad during Memorial Day sale. A few days later I got one of their promotional messages that the pads were in stock. I heard nothing else. The order status sat at “label printed.” The company added a small insurance fee onto the price when I ordered. I didn’t dispute that. I don’t have a trouble with getting deliveries, but I didn’t fight the extra few dollars. Within the last day or so I got an RMA, about 3 weeks after the order. Backcountry cancelled the order. They didn’t let me know. I would say the communication was horrible, but that would infer that they communicated at all. I have been spammed with promotional mail almost daily, but nothing specific to my order. The company did send a refund, except for the extra insurance fee they tacked on to the order. Now I feel ripped off twice by the same company. Horrible lack of communication. Untrustworthy. I’ve purchased from Backcountry and Steep and Cheap for years. No more. I was counting on that item for a trip. Now I’ll have to pay more thanks to the unreliable business practices of Backcountry.com. ETA: customer service responded to my email to say that they’ll refund the insurance charge. It appears that is happening. They also say they did ship it out but somehow it got returned and who knows, it’s all a mystery. FedEx records show label printed and package not received by the shipper. I know who I believe. And, to cap it off, the item I wanted is in stock if I want one from them. For full price, of course. The sale is long over. Nothing from this update makes me change my mind on the company. In fact, due to their dubious claims and willingness to sell at full price, it all reinforces my already low opinion.
I am truly sorry for the lack of communication throughout this entire experience. A cancelled order, a missing refund on the insurance fee, and no proactive updates while promotional emails kept coming is not how we want to treat a loyal customer. Please call us at 1-801-204-4655 so we can make sure the refund is fully processed and see what else we can do to make this right.
Ordered an Osprey Backpack and made a mistake in the billing address (the emailed me and I changed it to the correct one by sending an email and calling and they assured me they had changed the address and that it was correct) then a day later my order was cancelled, they tell me they can't reopen my order and that my bank must have refused the payment and that I should call them : I call my bank that assures me they have not refused any payment. I was on the phone so many times with customer service and they did nothing to help and that they were sorry my order was cancelled but couldn't do anything about it. Won't be buying again from them.
I am sorry about how this was handled. You did everything right by reaching out immediately to correct the address, and having your order cancelled anyway with no path to recover it is deeply frustrating. Please call us at 1-801-204-4655 so we can look into what happened and see whether there is anything we can still do for you.
Marla B. was awesome! Helped me so much, even though I was having trouble on my end she walked me through it and did her job excellently. A++
We are so glad Marla B. was able to walk you through everything and get it all sorted out. An A++ from you means a lot and we will absolutely make sure she sees this.
I received a a faulty pair of sunglasses, and the exchange process was relatively easy and the service rep was good. However I was told explicitly that they would honor the sale price, and they did not. I bought them on sale for $91 and now the replacement charge showed up as $99. Now I'm not going to bother with hassling them again over $8, however this will be the last time I do business with them, because that's greedy and in poor taste.
I am glad the exchange process itself was straightforward, but I am sorry the sale price was not honored as promised. That should not have happened and we understand why it leaves a bad impression regardless of the dollar amount. Please call us at 1-801-204-4655 and we will make sure that difference is taken care of.
The agent was well-informed, super courteous, and assisted me in a professional manner. I am highly satisfied with my experience, and the issue was solved immediately.
Really glad to hear the experience was smooth and that everything got resolved right away. That is exactly the standard we aim for and we appreciate you taking the time to share this.
Their system updated my address after purchase with incorrect details, this is the second order this has happened with. Product is supposed to be shipping back to them but I have not received any update 10 days later. I contacted customer service and they basically flat out lie to you to get you to go away. Meanwhile they have already charged me, so just sitting on the funds i've sent them without delivering product. To also add, using door dash as their shipping partner is insane and probably explains most of the issues. Edit adressing their reply: Cool story bud, i've contacted Back Country customer service multiple times at this point, they just tell me there is nothing they can do until they receive the order (which i never received ) returned.
I am truly sorry this has happened twice now. An address update you did not make, no movement on your return, and a customer service interaction that left you feeling dismissed is not acceptable and we completely understand your frustration. Please call us at 1-801-204-4655 so we can get to the bottom of this, confirm your return status, and make sure your funds are handled correctly.
Chatted with Marla B. to ask a question about delivery status on an order. Very helpful and personable, with a good sense of humor. Thank you!
So glad Marla B. could help track down your delivery status and make the experience an enjoyable one. We will make sure she sees this and hope your order arrives right on time.
Marla B helped me solve me need and placed my order for me. Very convenient.
Glad Marla B. was able to take care of everything and make it easy for you. We will pass your thanks along to her.
Awesome customer service and super friendly! thanks so much!!
Thank you for the kind words. We are glad the experience was a positive one and hope to help you find your next great piece of gear soon.
Return windows that I don't have to worry about and great customer support. I always give BC my business over others.
Thank you for the continued trust and loyalty. Knowing we are your first stop for gear means a lot and we look forward to keeping that standard every time.
Marla B Was very helpful in helping find the right size boot.
Glad Marla B. was able to help find the right fit. Getting the sizing right matters and we will make sure she sees your feedback.
This company has no motivation to manage their troublesome shipping process. I had a package that was clearly stuck or lost with their shipper (FedEx). I asked a Backcountry Customer Service agent and a supervisor via chat to contact FedEx to get the package moving. Both flat-out refused to intervene. They lost my business forever.
I am sorry we let you down. When a package is clearly stuck, our team should be doing everything possible to intervene on your behalf rather than leaving you without answers. That is not the standard we hold ourselves to. Please call us at 1-801-204-4655 so we can look into what happened and see if there is still anything we can do.
Marla made my experience a great one! I will certainly keep shopping at back country
So glad Marla made the experience a great one. We will pass your kind words along to her and look forward to helping you gear up again soon.
Marla B. finally fixed it, after dealing with so many different people. Amazing!
We are glad Marla B. was able to get everything sorted for you, even after a longer road than it should have been. We will make sure she sees this and appreciate your patience throughout.
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