Backcountry Gear

You wrote your review against the wrong company. You want backcountry.com we are backcountryGEAR.com

Peter, Here is a copy of the email we sent you for returning your product Backcountry Gear Order #779552 Hello Peter, I have issued you a return authorization number (RMA-27904). Please place this number on the outside of the package and ship to us at the address below. As a friendly reminder, you are responsible for the cost of the return shipping charges. We will issue a complete refund as long as the item is received in clean, new and resalable condition with all the tags attached. Please note, it may take up to a billing cycle for the credit to appear on your statement but we do issue credit the same day the returned item is processed. NOTE: If you are returning any type of footwear, please place that box inside of an external shipping box. This will prevent damage to the shoebox during transit to us. .... Best Regards, Returns Department Peter, it’s pretty simple we want to be able to re-sell items that are returned to us. How would you have felt if we would have sent out your new climbing shoes in a shoe box that was crushed and covered in 2 inch black duct tape (This is how we received the returned item). You would have been rightfully upset. You would have also been upset if we would have sent your shoes with no packaging. So, the shoes you returned can't be sold as new and will need to be sold at our dent and ding sale. And we will be lucky to sell them at a 50% discount. I’m sorry that you did not read the return instructions and that we had to charge you a 15% restocking fee. Sincerely, Michael Monson

The customer left this review 18 days after a prepaid return shipping label was emailed to the customer on March 1, 2023. As background, the product the customer purchased is the The North Face Base Camp Duffel – XS, color: TNF Red / TNF Black. We acquired this product directly from The North Face (We are a valid dealer of The North Face Products) This item was received from The North Face in 2023 and was ordered from their Spring 2023 catalog for dealers. We also acquire all product photos directly from The North Face. I admit that the images on our website (images that we obtained from The North Face) do not adequately represent the actual product the customer received. We are pursuing this issue with The North Face to obtain the correct images. Partial transcript of chat (Horrible Experience) with customer follows: Blake (Customer) Mar 1, 2023, 11:42 AM PST (07:13:40 PM) Blake: No, I confirmed with the North Face that this is incorrect. This may be the most current model you have in stock, but its not the most current bag that is available (Which you are using the photos of on your website) Not sure why you are so insistent that this is current (07:13:47 PM) *** CS Agent 3 joined the chat *** (07:14:11 PM) Blake: You're just wrong, and your customer service is awful. (07:14:37 PM) CS Agent 3: Hi there Blake. (07:15:28 PM) Blake: Hi. (07:16:47 PM) CS Agent 3: How can I help you this morning? (07:18:05 PM) Blake: I've said enough. you clearly are just going to repeat the same crap you already spewed to me (07:20:34 PM) Blake: your website is misrepresenting what you are selling, and then multiple CS have doubled down that I have received the correct item despite having just purchased other version of this bag AND confirming with the company first hand that this is not the current model. RMA EMAIL WAS SENT BY CUSTOMER SERVICE AT THIS TIME (07:29:23 PM) Blake: On top of this, you have offered for me to PAY to return the item (07:29:29 PM) Blake: You are an absolute joke BLAKE RESPONDED TO RMA EMAIL ABOUT NOW (His response was "Go f*#k your self") (07:31:57 PM) CS Agent 3: Do you want to the return the bag? We offered to issue you a return label. (07:32:37 PM) Blake: that I can pay for! even though you're in the wrong! (07:32:42 PM) Blake: GO F*#K YOURSELF (07:33:21 PM) CS Agent 3: The label is pre-paid. (07:34:16 PM) Blake: NOT ACCORDING TO THE EMAIL I RECEIVED EMAIL WITH PREPAID SHIPPING LABEL WAS SENT AT THIS TIME (See below) (07:37:30 PM) CS Agent 3: The return label has been issued to you. (07:38:12 PM) CS Agent 3: As long as the item is returned new and unused with the original tags still attached we will issue you a full refund. (07:38:38 PM) CS Agent 3: https://www.backcountrygear.com/return-policy/ (07:41:55 PM) Blake: I'm done here. F*#k you