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
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Marie · 2 reviews · Experienced 2026-05-22 ·
★★★★★
Horrible customer service!! Never order again.
We ordered a couple of items for my son. The package they sent us was for an adult male and had a pair of shorts in it vs the 3 kid items we ordered. This was clearly an error on the companies part but they refused to ship us our original items, that we had already paid for, until they received the adult shorts back and it was a fight to get them to send us a prepaid label!!! When it was their fault!! Just due to the horrible customer service I will never order from Backcountry again or refer anyone to them. Too many other great companies to be dealing with this crappy company!
Reply from Backcountry.com2026-05-27
Marie, I am truly sorry this happened. Receiving the wrong items and then having to fight for a prepaid return label when the mistake was ours is completely unacceptable, and I understand why this has cost us your trust. We would like the chance to make this right, so please call us at 1-801-204-4655 if there is anything still unresolved.
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Densie · 3 reviews · Experienced 2026-05-22 ·
★★★★★
Issue with order b5029929876
Hello, I still have not received my order b5029929876; can you please advise; as I have searched everywhere for the package and have not found the package at all please advise as we love Backcountry and buy your products once a week..
Thanks
Reply from Backcountry.com2026-05-27
I am so sorry your package has not arrived. We appreciate your loyalty and want to get this sorted right away. Please call us at 1-801-204-4655 and reference your order number so we can track this down and make sure you receive what you paid for.
I used to be their customer, but now don't. They’re just blocking my country’s IP. And I’m not even from russia or North Korea.
Reply from Backcountry.com2026-05-27
Dmytro, I am sorry to hear you have been unable to access our site and that this has ended your experience with us. This is not the impression we want to leave. Please call us at 1-801-204-4655 so we can look into what is happening with access from your region and see what options may be available to you.
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Suz Ag · 1 review · Experienced 2026-05-24 ·
★★★★★
Very helpful and Patient!
Reply from Backcountry.com2026-05-27
Thank you for taking a moment to share this. We are glad the experience felt helpful and patient from start to finish and hope to assist you again soon.
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Tony · 1 review · Experienced 2026-05-22 ·
★★★★★
Don’t expect good customer service
Don’t expect good customer service. Had an item show delivered, image clearly is not my door. They told me to check neighbors and if I couldn’t find it to contact the in 4 business days. Very poor service.
Hilarious how the company responds and tells you to call the same number I already did that I got the response from about waiting. How about the company contacts the customer or better yet processes the refund. These responses make people think you resolve the problem.
Reply from Backcountry.com2026-05-27
I am sorry about how this was handled. Being asked to wait four business days after a delivery photo that clearly does not match your home is not the response you deserved. Please call us at 1-801-204-4655 so we can look into this now and get it resolved.
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Leath · 2 reviews · Experienced 2026-05-21 ·
★★★★★
Marla B
Marla B. took care of my issues and walked me through the solutions and payment processes very patiently and helpfully. Phenomenal customer service
Reply from Backcountry.com2026-05-27
Really glad to hear Marla B. was able to walk you through everything patiently and get it all sorted. That is exactly the experience we want every customer to have. We will make sure she sees your kind words.
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Taylor Gibler · 1 review · Experienced 2026-05-21 ·
★★★★★
Fast and easy
Fast and easy! Marla B helped me get my free item that I completely forgot to add to my cart. Great customer service.
Reply from Backcountry.com2026-05-27
Love that Marla B. caught that for you. That kind of attentiveness makes all the difference. We will pass your thanks along to her and look forward to helping you gear up again soon.
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Amanda Hull · 1 review · Experienced 2026-05-20 ·
★★★★★
Marla B is FANTASTIC
Reply from Backcountry.com2026-05-27
Marla B. truly is fantastic and we will make sure she sees this. We appreciate you taking a moment to share it.
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Dena May · 2 reviews · Experienced 2026-05-18 ·
★★★★★
30 day warranty is bullshit
Placed an order on April 11th for new biker shorts for a race coming up for this past weekend. The order arrived on my front porch April 20th. The shorts were involved in a crash on May 16th, which was a Saturday. I called on May18th (first thing Monday morning) because after reading their warranty policy of replacement if something shall go wrong within the first 30 days of ownership, and they arrived April 20th so well within those 30 days. Instead I was told by customer service that Backcountry goes by the order date, which was April 11th even though part of their 30 day warranty, 9 days they were in shipping, seems a bit unfair or false advertisement, huh? Where is the fine print? Faulty equipment and management!
Reply from Backcountry.com2026-05-19
I am sorry for the confusion around our warranty window, Dena, and I completely understand why counting from the order date rather than the delivery date feels unfair. That feedback is worth raising with our team. Please give us a call at 1-801-204-4655 so we can look at your specific situation and see what we can do to make this right.
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Thomas · 1 review · Experienced 2026-05-17 ·
★★★★★
Marla B was extremely helpful and kind
Reply from Backcountry.com2026-05-19
Thank you, Thomas. It is great to hear Marla B. made your experience a positive one and we will be sure to let her know.
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Amanda Carter · 1 review · Experienced 2026-05-17 ·
★★★★★
Got the sale price 1 week after purchase
Helpful, prompt response. This is the kind of customer service that makes loyal buyers.
Reply from Backcountry.com2026-05-19
Really glad to hear the team was able to take care of that quickly for you, Amanda. That kind of responsiveness is exactly what we aim for, and we appreciate you sharing this.
Thank you for your help with my discount code, Marla B!
Reply from Backcountry.com2026-05-19
So glad Marla B. could get that sorted for you, Ashley. We will pass your thanks along to her and appreciate you taking a moment to share this.
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spunkyaim · 2 reviews · Experienced 2026-05-16 ·
★★★★★
Amazing customer service!
I ordered some climbing shoes a few days just before they went on sale, Marla B. was able to help me honor the sale price and made my shopping experience ten times better! I will definitely shop here again with their amazing customer service!
Thanks again Marla!
Reply from Backcountry.com2026-05-19
Love hearing this. Marla B. is great at making sure those details get sorted out. We will pass your thanks along to her and look forward to helping you gear up again soon.
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ryanwsu · 1 review · Experienced 2026-05-16 ·
★★★★★
Got me a promo that was completed
Got me a promo that was completed, and allowed both myself and Backcountry to benefit from the sale of the item at a fair price to both of us.
Reply from Backcountry.com2026-05-19
Glad we were able to land on something that worked well for you. We appreciate you giving us the chance to make it happen and hope to see you back for your next adventure.
K
Kent Evans · 1 review · Experienced 2026-05-14 ·
★★★★★
Very helpful and kind customer service…
Very helpful and kind customer service experience. The chat feature was super helpful at checkout and would highly recommend Backcountry.com for next outdoor activity purchase!
Reply from Backcountry.com2026-05-19
Really appreciate you sharing this, Kent. Glad the chat feature made things easier at checkout as that is exactly what it is there for. Hope to help with your next outdoor adventure.
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Erik Claus · 1 review · Experienced 2026-05-13 ·
★★★★★
Maria B
Maria B. was my service agent. I needed to get a copy of a receipt from 14 years ago. Mariah was awesome and quickly was able to resolve my need and get me exactly what I wanted. Backcountry has been a great vendor and I’m always happy doing business with them.
Reply from Backcountry.com2026-05-19
That is no small task. Tracking down a 14 year old receipt takes some real effort, and we are glad Marla was able to come through for you, Erik. We appreciate your loyalty over the years and look forward to continuing to earn it.
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Perry Trachten · 1 review · Experienced 2026-05-14 ·
★★★★★
I ordered a knife & Backcountry sent a package without a product in it, TWICE!
I ordered a knife off of BackCountry's website and the box was delivered without the knife in the packaging. This was very disappointing. I called customer service and after fighting for my case, they send a replacement. When the replacement arrived, the same issue occurred where the packaging did not actually have the product in it. I called again and the customer service team refused to help me. This is terrible service and I am furious with how things have gone. I am a repeat customer who loves Back Country but this is awful. I paid for a product and because they made mistaked, thye are refusing to send it to me or make up for their mistake. Nobody should shop at Back Country if they are expecting to get what they paid for. Oh and by the way, Oliver at customer service was rude and disrespectful from the beginning to the end of the conversation. His manager was not much better.
Reply from Backcountry.com2026-05-19
Perry, I am truly sorry. Receiving two empty packages after already going through this once is completely unacceptable, and you deserved far better from our team throughout. Please call us at 1-801-204-4655 and ask to escalate so we can ensure this gets resolved properly and review what happened in your interactions with our team.
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nhat nguyen · 1 review · Experienced 2026-05-12 ·
★★★★★
5 stars for Marla B
Marla B. made the return process and exchange process super easy and no hassle
Reply from Backcountry.com2026-05-19
Glad Marla B. made the return and exchange process a smooth one as that is how it should always go. We will make sure she sees your kind words.
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Ryan Tepley · 2 reviews · Experienced 2026-05-12 ·
★★★★★
I ordered from this company for the…
I ordered from this company for the first time and they delivered my product to the wrong address. An address ive never heard of before, and they were trying to tell me I used that address when submitting my order. Obviously I did not enter an address im completely not familiar with. Now ive been told i have to wait until it gets returned to file a claim to get my money back. If you need gear, go elsewhere not here. Customer service trying to shift the blame on you and slows up the process of finding a resolution. Very disappointed. I will not be shopping with this company again and I recommend others look elsewhere for their gear as well. Truly awful experience. Pay pal is great and has refunded me very quickly so i no longer have to deal with this unscrupulous company.
Reply from Backcountry.com2026-05-19
Ryan, I am sorry this was your first experience with us as that is not the impression we want to leave. A package going to an unfamiliar address is disorienting, and being asked to wait on a resolution on top of that makes it worse. Please call us at 1-801-204-4655 so we can look into this more closely and work toward getting this resolved for you.
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Al · 3 reviews · Experienced 2026-05-12 ·
★★★★★
Shipping/Customer Support/Logistics are a nightmare
Shipping and returns are a nightmare. They have a facade of being a shop of gear heads but when you call customer service you do not get gear heads. You get what seems to be a 3rd party shipping service. Returns are a hassle, small changes to an order once placed are impossible. I won’t buy again.
Reply from Backcountry.com2026-05-19
Al, I appreciate the honest feedback and I am sorry the experience did not match the standard we hold ourselves to. The points you raise about returns, order changes, and the feel of our support are things we genuinely want to improve. We hope you will give us another chance to show you what Backcountry is capable of.
