"They tell you what you want to hear just to get you off the phone. Then when you call back, after they did not do what they said they would do, backcountry says the have know record of the conversation. Dont waist your time with a company like this. No honor, very cold, costumer service!"

"I was VERY worried by the reviews on this page, mainly because I'm an international customer (Brazil), but Backcountry was the only "outdoor" store that accepted PayPal that I found and so it was my best option, as I had some dollars on my PayPal account.

I bought an Osprey backpack, a Petzl headlamp and a Platypus reservoir and sent it to the home of an american friend.

Everything arrived in 2 days and I finally calmed down, it was a really fast and good service, there's nothing complain."

"I should have listened to the negative reviews. Wanted to return a defective item. All they would offer is store credit. No other store or online retailer does business like that. You should get your money back. Will spend my credit with them and never do business with them again."

"Don't deal with Backcountry, Competitive Cyclist or any of their other sites. You have been warned. They simply don't keep their promises.

They'll promise you one thing and scam you by changing the rules. I bought an item with lifetime, no questions asked returns. Other sites had the same item for cheaper. I bought from BC and paid more for that peace of mind the returns policy gave me. They changed the rules after I bought the item and refused the return. Overpriced - a little searching online and you'll find cheaper products. Don't believe their service promise. Very rude customer support staff."

"Using substandard shipper OnTrac even though they are apparently aware (as indicated by the gentleman on their live chat) that OnTrac is not reliable. Still waiting for an order that has gone out for delivery the last 2 days, but still hasn't made it to me. My family has shopped here for years, but after this experience we are shifting to another company that offers more reliable service through UPS and FedEx. Our business shows up by name on Google Maps, Mapquest, Neuvy, etc…"

"Are you kidding me?? I had a GREAT experience with this company. I bought the wrong boots for my husband back in July and they took them back without any problem whatsoever five months later!! The agent that I dealt with was courteous, prompt and handled it all perfectly!
"

"What a hassle, I spent over 25 minutes on the website looking for Christmas gift. When I was ready to check out spent another 25 minutes trying to get the website to take my credit card... it would not. Called the 800# and spent another 15 minutes giving them the same info that I just put into their database... selected two day delivery and after three days (one day before Christmas Eve) I called and found out that the order was put in under another email name.. fixed that and was promised it would be delivered by Christmas Eve... what a Hassle ... I told the "agent" that they should check out AMAZON and see how ordering can be/should be done. Not again. Not Recommended"

"They have wonderful customer service. Kyle helped me get a pair of climbing shoes ordered for my son for Christmas and really went above and beyond to help me and sent the order with free 2 day shipping! I will definitely reorder from them again!"

"Once upon a time backcountry was actually worth something. They were the best store in all the land. Now they are a complete crock. I used to buy every single piece of gear I ever used from them now I will not spend another dime with them. They have no concern for their customers and do not care about the quality of their products. Their current gear warranty carries no weight what so ever. It is not worth anything. I have real gear with real problems that should be eligible for return and replacement. Do all you can to avoid this store as they are ridiculous to work with. I will NEVER buy another item from them.. They are complete S&%^$!"

"They have fantastic customer service (i used chat). I made a mistake on my order so it didn't go through and they fixed it and sent my order out right away. And with free 2 day shipping! Definitely went above and beyond! I'll definitely purchase from them again! "

"I used to love this company, but will never purchase anything from them again in the future. They used to have a unlimited return policy, which was great, but they they changed the policy because people are abusing it. This is understandable, but when the policy was changed, they applied this to all purchases made before the policy change also. This means if you made a purchase with the unlimited return policy in mind and later decided to use that return policy, you are told that the policy is no longer there and you can't return it. The way they handled this and treated their customers has driven me and many other customers away. It is very disappointing to see a company treat their customers this way. A good company would honor the policy listed at the time of purchase, but not apply it to future purchases. "

"They do not honor Lifetime Return Policy even if you bought it under the Lifetime Return Policy. Extremely dissapointed, they are not grandfathering items bought under a LIfetime Return Guarantee? "

"I bought a Marmot winters coat after a few days I look up my order to find out that they do not ship Marmot to Canada !

Even sent me an Email

Andre,

This email confirms for your records that we canceled order number b2001613872

If we charged your credit card, we'll reverse the charge immediately.

But they sure took the payment which a I was never refund !

If your work hard for your money stay away from backcountry.com
"

"I recently returned something to backcountry.com and I tried it on to see if it fitted me and it did not so I returned it. They claimed that it was used and could only give me store credit. I was fine with it since I wanted to order something else from the site in the future. The store credits they gave me expires within three months. When they were about to expired I ask for an extension and I had to argue with them for 30 minutes in order to get my credit back. Buyers please beware of their return policy. "

"I ordered a pair of Keen shoes on a Sunday after noon, taking advantage of the free 2 day shipping. Tuesday afternoon there was a Backcountry box waiting on my doorstep. Right shoes, right size, I'm a happy girl. I was concerned after reading some of the reviews, but the shoe I wanted was sold out everywhere so I took a chance. Glad I did!"