"I ordered by phone. The representative I spoke to was very pleasant and courteous. I ordered two Alps Mountaineering King Kong chairs at a good price. The chairs were shipped out on the same day and arrived here in two days.
I will do business with them again."
"I must be either the luckiest shopper or just caught them on the up-and-up, because if you read most of these reviews you wouldn't have expected the level of customer service I've received from them on recent orders. Orders came in a timely manner, securely packed and with a free gift of sustainably harvested trail mix snacks or something like that! (super cute and very unnecessary, but appreciated) I had a follow up email from a "customer account manager" which I guess is the new norm. I believe maybe this change in direction probably is a direct response to the kind of reviews I see here on RR. The only other time I've purchased from them is about a year ago, and ended up having to cancel and return the order due to my boss changing his mind. I don't recall it being much hassle nor having to pay the return cost as they provided me an RMA number. Though, I did feel bad about refunding the $1.00 donation I made to The Nature Conservacy, lol. Overall, very good prices with nice selection of outdoorsy stuff, and tech stuff in the way of GoPro gear. Definitely will be shopping here again!"
"Not sure what all the negative reviews are about. I have placed multiple orders without any hiccups. Ivan is my customer service rep and goes above and beyond to ensure that my online experience with backcountry.com met my expectations. It is very rare to experience customer service on this level, I have received a follow-up phone call from Ivan the day after my online orders were placed every single time to give me shipping confirmation and verify I had a smooth online transaction. I have never been this satisfied with an online retailer before, I have zero complaints.. "
"Bought a coat on Aug 6th. Still waiting. Sent e-mails, no response. Don't waste your time."
"I ordered 2 pairs of leggings - the picture of both the colors I ordered shows them to be full ankle length. Nowhere in the description of the item does it say what length they were. Maybe I should have been wary but it was my first time ordering with them and I didn't expect to be ripped off. When they arrived they were cropped - calf length. I wanted them for winter & traveling so I had to return them but didn't want to pay the $7 return fee because they had clearly misrepresented what I was buying. The guy (Ian B.) I was put through to was snarky with me straight away & said I had to pay the fee - telling me that the description said mid-rise (thats a waist description not a length description). That all the pictures in the reviews showed calf length - there were no pictures on my review feed. It remains to be seen whether they actually process my return at all."
"If you are in for open box items and terrible customer service, then backcountry.com is for your. Terrible and deceitful. They charge for returns and even for even exchanges come at a fee. Avoid at all cost. No worth the aggravation."
"First time ordering from backcountry.com
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"I have spent thousands of dollars with Backcountry.com, and will likely spend thousands more. The site and service have always been top quality. I've spoken on the phone and via real-time chat with representatives and always had success with them. I'm only speaking from my personal experience, but BC is the one place I check first for any outdoor apparel, generally because of the price and customer service. There are other options for shopping when it comes to outdoor gear, but Backcountry.com is always top-notch. "
"Order 2 simple bicycle parts --> Confirm order.
One week later, not received anything --> follow the order --> Require "call customer service"
The person explain that they are not comfortable doing business with me. (i bought 2 bicycle hanger for a value of 30$).
I asked the reason --> She send me an email with another order confirmation.
I reask why she send me the confirmation while she still says the order is cancelled.
She answers that she can't give the reason and stop the conversation...
To sum up, no information update sent about the status of the order. After i find out and contact them, they refuse to give any reason or inform about actions i could do to solve the issue."
"Dear Sirs:
I am writing in reference to a recent order purchased through Amazon, as
sold by Backcountry as the third party merchant. When speaking to Mark, he
was somewhat adamant or indifferent as to my statement regarding false
advertisement and misrepresentation. Mark thought it was funny as he
continued to argue with me, then disconnected the call purposely. Mark's
version said that I was hollering at him which was not true. The phone call
can be corroborated verbatim. I called back and spoke with Leroy who tried
to snow me in saying that the prepaid return label was a gift from
Backcountry, when in fact Backcountry had no other option than to supply a
prepaid label free of charge according to the stipulations on the Amazon
website. Leroy did provide a variety of apologies, all containing
meaningless words. Leroy did not provide any adjustment, rather offering me
2 day air.
The call was logged and can be corroborated verbatim. This type of management by a retailer shall only bring poor sales in the near future.
The gloves were defective (one) as specified above (Picture enclosed), and
one picture of the good glove, irrespective of the wrong color (palms)
which were gray and not "Black" as ordered and pictured. We've ordered from
Backcountry in past years, family and friends. However, we will no longer
be looking to Backcountry to purchase anything and shall send the word to
everyone. I wish a full refund and have no intentions, none of ever
purchasing from Backcountry ever again. May Yahweh bless Backcountry and
the staff and personnel.
* I have contacted Amazon.com several times regarding annoying, harassing emails after the purchase was cancelled. Backcountry.com continues to send harassing emails through Amazon. We believe the Attorney General can assist in this area. All information has been fully documented and can be verified verbatim. Do not purchase from Backcountry, for they are nothing more than snakes in the grass."
"Just would like all to know that the free returns policy on the sunglasses is a scam. Your charged 6.99 shipping when all along you are led to believe in free returns! The sun glasses were so large they were falling off my face, if that isn't a legitimate reason for returns what is? Have a large family of 7 and any further sales will be purchased elsewhere. If you say free returns that should mean free."
"Not only did they ship it to an address that I didn't type nor was on my account when I checked it, they said they would do nothing about getting it to me. It was shipped to Ohio and I live in TN.
On Steap and Cheep they sent me a pair of sunglasses that were suppose to have 3 sets of lenses; they came with one and said it was a mistake. Ya think.
The headache isn't worth the lack of organizational skills and poor customer service. "
"Received my backpack. Prompt delivery, no damage, good price, exactly as advertised and what I wanted. Beat Amazon by $70. ! "
"Shipped wrong product. Return process difficult and expensive. I also believe they shipped wrong product deliberately since the shipped the type of sandals that I currently own and was looking to purchase something quite different. Also, misleading about shipping costs. Now I am out $13 in shipping costs."
"I placed an order under the old Backcountry return policy with the thought that the return policy would stay. Well with their recent change of their return policy, it also affected my order that i placed under the old policy so i am unable to return. Pretty dissapointed and I'll be switchibg to REI."