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.
Twice now I've had issues with returns at Backcountry. They make you pay for returns!!!
I hear you, Michelle, and I am sorry this has come up twice. Return shipping costs are a frustration we take seriously. Please reach out to us at 1-801-204-4655 as depending on the situation, there may be more we can do.
MARLA B was awesome! She quickly resolved my issue with a military discount and created my order for me. EXCELLENT customer service. That is rare now a days. THANK YOU
Thank you for your service, Lisa, and we are so glad Marla B. was able to get the military discount sorted and make the process easy. We will absolutely pass your kind words along to her.
Marla B. was extremely helpful and efficient. I had a specific shipping concern because my home address does not receive USPS service, and she quickly helped confirm that my order could ship via FedEx. She made the ordering process easy, applied the free shipping/discount correctly, updated the shipping address, and sent a secure payment link through the chat. Overall, it was a smooth and very positive shopping experience. Thank you, Marla B.!
It sounds like Marla B. covered every detail including shipping method, discount, address, and payment without missing a beat. That is exactly the kind of experience we want every customer to have. We will make sure she sees this, Mike.
Marla B. was very efficient and helpful in helping sending an egift card for my daughter’s birthday!
Happy to hear Marla B. made that easy, Pamela. Hope your daughter loves her gift and we will pass your thanks along to Marla.
Ordered 2 pairs of On shoes and received something that looks like it came off an airliner. Absolute B.S. and now we are down $200+ due to FedEx and Backcountry. Ive never had a company place courier blame on the customer. Absolutely won't order from you again. Customer Service has submitted 2 inquiries to FedEx. HELLO... if a courier I chose to handle my customer's products made these mistakes, I would cut my losses and use a different company. Bad company, worse partnerships.
Joanna, receiving a completely wrong item and then being pointed toward the courier rather than given a solution is not acceptable, and I am sorry you have been left in the middle of this. Please call us at 1-801-204-4655 as we want to take ownership of this and make sure you are made whole.
Reynaldo S. solved my issue quickly and satisfactorily, making this backcountry experience a very positive one. Thanks Reynaldo!
Really glad Reynaldo was able to sort things out quickly for you. We will pass along your thanks and he will appreciate hearing it.
I've ordered from this company multiple times in the past with no issues, until recently. I ordered a North Face jacket, but what arrived was a women's trench coat (?) which is super odd considering that isn't even an item that is stocked on their website. After an hour being on the phone with Customer Service which was extremely unhelpful, they pretty much told me that it's my fault that I somehow didn't receive the product that I ordered and that there wasn't anything that could be done. I was also dismissed about being able to talk to a supervisor and was told that one would follow up with me which was never the case. I've truly never experienced Customer Service where they wouldn't apologize or even attempt to rectify a situation to try to make some effort of trying to make it better. Very disappointed in a company that I used to trust and purchase most of my outdoor gear from.
Joe, I am genuinely sorry. Receiving an entirely wrong item after years of trusting us and then not getting an apology or a real path to resolution is a failure on our part. You deserved much better. Please call us at 1-801-204-4655 and ask to escalate as we want the chance to fix this and earn back your trust.
Crap experience. Sent the wrong item from what was pictured and wasted so much time talking to customer service in Mexico that literally didn't know what to do. Wasted time, money, mileage for their mistake. If companies are going to penny and dime us I think it's time we also penny and dime them. For such a large company they need to update their listings cause it's wasting people's time. Update: Thanks for the response backcountry but as of May 20, 2026 the item on the site has still not been updated the image is still wrong! I returned the item and Fedex did not even print the label and return receipt for free after I told backcountry that I DO NOT OWN A PRINTER. So I had to pay for printing. This one purchase cost me money, time and inconvenience. How the heck are you supposed to make it right after I make another call? A random $20 gift certificate. No thanks. Update 6/1/26: Item was returned on May 20 and still have not received refund. Tried to contact the chat and connected to CS Frida and was told that due to high volume of returns they have not completed return. Truly starting to sound like a scam.
I am sorry, Mac. Receiving the wrong item is frustrating enough on its own, and a support experience that did not resolve it makes it so much worse. You should not have had to spend your time on this. Please call us at 1-801-204-4655 so we can make it right and ensure our listings are flagged for review.
Backcountry uses DoorDash for "last-mile" delivery in the city, but their security standards are nonexistent. In my case, the driver dropped my package in an unsecure, open area and failed to ring the doorbell or knock. Despite the fact that I worked from home on the day specifically to ensure I was present for deliveries, the package was stolen by a porch pirate before I even saw the notification. When I contacted customer service, they were completely dismissive. They refused to offer a reorder or investigate the delivery failure, essentially stating that their responsibility ends the moment the package touches the ground--regardless of where or how it was left. If you live in an urban area where package theft is a concern, do not trust this company with your money online. Their "completed delivery" policy offers zero protection against negligent couriers. Unless you can buy it in-store and walk out with it, I recommend taking your business to a retailer with more accountable shipping practices.
I am very sorry your package was left in an unsecure spot and stolen, especially after you rearranged your day to be home for deliveries. You deserved more care from both the driver and our team when you reached out, and I apologize that our response felt dismissive instead of helpful. Please contact us at 1 801 204 4655 so we can review your order details, look into the delivery, and see what we can do to make this right.
Marla B. was really helpful. She listened intently, double checked when things still didn't seem right, and ultimately 100% fixed the initial mistakes made by the automated side of the website that was giving me a lot of issues. Trust in customers and the ability to make things right is so important and I was impressed with the handling of my issue.
Thank you for the thoughtful review, Jenna. I am glad to hear Marla B took the time to listen closely, double check everything, and fully fix the issues you were having with the website. We will be sure to share your kind words with her, and we appreciate you trusting us to make things right.
I received an item that was the wrong size. I placed it back in the original packaging and started the return process. They make you pay shipping to return an item even if the issue is their mistake. Within a few days I was notified via email that my return was received and if the item was eligible for return they would refund the payment to the account I paid with or if they determined the item had been damaged/used I would get store credit. A week passed and no further communication so I contacted customer service. At that point, I was informed there was damage to the item, which if true there was no way I was responsible for, so they issued store credit. No explanation of the damage, no photo evidence, just based on their assessment. Give me a break, 100% scam.
I am very sorry for the frustration with your return, from receiving the wrong size to paying return shipping and then only being offered store credit without clear explanation. You should be able to see exactly why a decision was made on your return, and I apologize that this was not communicated. Please contact us at 1 801 204 4655 so we can review the notes and images on your return, explain what happened, and see what we can do to resolve this fairly.
The service, concern, and help that Marla provides is exemplary and she is a wonderful representative for Backcountry. Also, I've found Backcountry has great prices on the products I need, and if they are equal of even slightly more than their competitors, the service they provide makes up the difference
Thank you for the generous feedback, Randy. It is great to hear that Marla’s care and attention keep you coming back, and that the combination of pricing and service works well for you. We will make sure Marla sees your note and truly appreciate you choosing us for your gear.
Terrible company with a fake return policy. Even if you return unused items they will make stuff up, not tell you about it, say your return is complete, and not refund you. Then when you follow up they'll make up stuff to say how it was used and you only get store credit back. Anything you buy from this company can never be returned.
I am very sorry that your return experience has left you feeling misled and distrustful of our policy. That is not how we want our returns process to feel, and you should never be left wondering why you did not receive a refund to your original payment method for unused gear. Please call us at 1 801 204 4655 so we can dig into your specific return, clarify what happened, and see whether we can correct it.
Thank you, Tyler we really appreciate you taking a moment to share this. We are glad you had a great experience with our team and hope we can help you gear up again soon.
Marla B. was great! Super helpful and fast! Backcountry always has great customer service and this was no exception.
Thank you, Jarred. It is awesome to hear that Marla B kept things fast and helpful and that your experience matched what you have come to expect from us. We appreciate your continued trust in our team.
Was assisted by Marla B on a specific promotion I was interested in and she was receptive and quick to resolve my questions. Super satisfied with shopping experience.
Thank you for sharing this, Selva. I am glad Marla B was able to jump in quickly, answer your promo questions, and keep your shopping experience smooth from start to finish. We will make sure she sees your feedback.
There was a sale that started just a few days after I made some purchases and Marla B. helped me complete a price adjustment for the difference quickly and hasslefree
Thank you for the review, Andrew. I am glad Marla B was able to take care of that price adjustment quickly so you could enjoy the sale without any extra effort. We will pass your thanks along to her.
Marla B. was very helpful and provided quick service. Thank you to Marla and Backcountry <3
Thank you, Eva. We are happy to hear Marla B could help you out quickly and that the experience felt smooth. We truly appreciate you taking the time to share this.
Marla B. was awesome. Quick to resolve my issues and proactive in helping.
Thank you for the kind words, Jonathan. It is great to hear that Marla was both quick and proactive in getting everything sorted for you. We will make sure she sees your feedback.
Marla B was friendly, efficient, and addressed my concern inside three sentences. Great great customer service.
Thank you for sharing this. I am glad Marla B was able to get right to the point, stay friendly, and resolve your concern so quickly. We appreciate you taking the time to call her out by name.
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