Backcountry.com

WORST PURCHASE EXPERIENCE OF MY LIFE!

WORST EXPERIENCE OF MY LIFE! I purchased skis, took a pictures of them on the webpage when I purchased. NO INDICATION OR WORDING OF FINAL SALE. I needed to return, and had called and asked at time of purchase and they said I could return if I needed to. I tore my knee, can't ski. They have refused the return and will not even allow to speak to a supervisor. They refuse to allow any contact to even DISCUSS with a SUPERVISOR. BUYER BEWARE!!!!! AMEX has been TERRIBLE as they only have CHAT customer service now. Both are HORRIBLE! When I received the invoice they put FINAL SALE ON IT. NO INDICATION BEFORE. I am a CPA who is VERY CAREFUL OF SUCH THINGS. I did buy boots from EVI.com which were FINAL SALE. They said "NO PROBLEM" RETURN THEM and sent a FREE RETURN POSTAGE LABEL and REFUNDED. I would only BUY FROM EVO from now on, but I can't ski after injury. WORST EXPERIENCE EVER! I WOULD NEVER NEVER NEVER BUY FROM THEM! DECEPTIVE PRACTICES!!!

I received an email with a 20% discount…

I received an email with a 20% discount code that didn't work. However, Marla B was very helpful in applying the discount and placing the order for me.

Terrible customer service

I ordered a pair of running shoes in a US size 10. While the order shipped promptly, I received the wrong size—a UK 10 (equivalent to a US 10.5). I contacted customer service and provided the requested photos. Initially, they refused to send the correct size until I returned the incorrect pair they had sent. After escalating the issue, they agreed to ship a replacement right away. Unfortunately, the replacement was also incorrect—it was again a UK size 10. I contacted customer service a second time, and they told me they would need to investigate further and would not be sending another replacement. After waiting two weeks with no resolution, I reached out again and requested a refund. I was then told they would not process a refund until I returned both incorrect pairs via FedEx, which requires a 20–25 minute trip out of my way. I should not have to incur such a time/fuel expense to correct an error on their part. I am left with two pairs of shoes that don't fit and they are holding my money hostage until I burn my own resources to return them. I have been a customer of this company for a long time but learned they have been recently purchased and the customer service outsourced. Never again will I buy anything from them after this horribly unfair experience. **Update: I still have not heard back from this company after my last email and the issue remains unresolved as of 05/30/26. Their customer service appears to now be based in Mexico City. Another sad shell of what was once a trustworthy American company. Never dealing with these people again. Oh and the response below is complete BS...they are not interested in resolving this in any way that inconveniences them, despite this entire mess being THEIR error.

Thank you to Marla B

Thank you to Marla B. for all of their help!

I am extremely disappointed with Backcountry.com

I am extremely disappointed with Backcountry’s lack of accountability regarding a missing shipment. I placed an order to be delivered to my professional freight forwarder, but the package never arrived despite being marked as "Delivered" by FedEx. When I contacted customer service, they completely washed their hands of the situation, simply pointing to the tracking status. As the shipper of record, Backcountry is the only party with the authority to initiate a formal trace or request internal GPS delivery coordinates from FedEx. However, they refused to take any action to verify if the package was actually dropped off at the correct location. My freight forwarder has confirmed that no such package was ever scanned into their system. It is clear there was a carrier error or a misdelivery, yet Backcountry is hiding behind a status screen instead of helping their customer resolve a legitimate loss. Warning to International Buyers: If you use a freight forwarder or if anything goes wrong with your delivery, do not expect Backcountry to support you. They will take your money and offer zero assistance if the carrier fails. I am now forced to resolve this through a PayPal dispute because the seller refuses to fulfill their basic obligation to ensure the product reaches the buyer. Avoid this site if you value customer service and shipping security.

The person was very helpful and kind

The previous chat helper logged out…

The previous chat helper logged out just after responding, preventing me from replying. When Maria took over, she patiently and professionally addressed my issue quickly and effectively.

Thank you Marla B

Thank you Marla B for helping me correct the delivery address.

Extremely helpful!

Helpful

Fast, helpful and efficient service

Shady company that accepts orders for…

Shady company that accepts orders for products they don't have, takes your payment info then cancels the order. Steer clear of these scammers.

❌👎❌👎 what kind of company has a phone…

❌👎❌👎This company is a scam company and a complete JOKE. With their response’s they tell you to call a fake phone number that doesn’t exist, and work (801-204-4655) doesn’t work a total fraud company that doesn’t respond to nothing called their number numerous times and all it does is hang up on you. DEFINITELY DEFINITELY DEFINITELY DO NOT DO NO BUSINESS WITH THIS FRAUD SCAMMER COMPANY A TOTAL SCAM COMPANY THAT RESPONDS TOO NOTHING what kind of company has a phone number that does not even work all it does is disconnect a company that doesn’t want to talk to their customers want to help their customers doesn’t want to do anything for their customers. Their emails are the exact same way no response whatsoever only response you get is do you wanna buy something else? I don’t think I wanna buy something else from this corrupted company that doesn’t respond to nothing and the only thing they care about is selling product no Customer Support whatsoever. Definitely definitely look for a legitimate company to do business with which is not this company. It’s funny. I looked up their reviews on the Better Business Bureau. They have a F rating. I can see why can’t even do basic stuff. I ordered a jacket then somebody told me that those jackets run huge in size so I try to see if I could talk to somebody and exchange it for a smaller size jacket which is totally impossible because you cannot get in contact with anybody at this company. all they do is ignore their customers 24 seven there is no way possible to contact them.

Marla was wonderful!

Marla was wonderful!! Very clear, fast, and easy to work with!

Fantastic customer service

Fantastic customer service, tremendous selection, and competitive prices! Marla B Was especially helpful.

Don't buy their insurance

Paid for their worry free insurance which promises no hassle, returnless refund if theres an issue with an order. Wrong item received and they did not honor it... only offered to refund the insurance charge. Don't buy it!

So easy to do business with, always

So easy to do business with, super helpful Chat support, quick, and got my order taken care of!!! Couldn’t be happier. Not the first time using and will continue to be my first online stop for getting my gear

Horrible Customer Service

Absolutely ridiculous - I purchased a pair of Norda running shoes in time for a race and instead was shipped two H&M blazers due to a mistake by the warehouse. When I called customer service, they said I had to send them images and return the blazers and they needed to verify the return before they could even ship out a new pair. Obviously, I’m not going to have them in time.

Gearhead Very Helpful

Marla helped answer my technical questions. She also provided a link to help me understand the return/exchange policy. This helped me feel confident to make my purchase

Marla B was very accommodating and…

Marla B was very accommodating and answered all questions asked. She was able to confirm my ski boots would match my bindings.

I received my order and realized the…

I received my order and realized the size was completely wrong for me. When I reached out to return or exchange it, I was told it was “final sale” and there were no exceptions. It’s disappointing that a company selling clothing online won’t allow returns for sizing issues. Customers can’t try items on before buying, so at the very least exchanges should be allowed. The policy feels unfair and inflexible. I won’t be shopping here again.