Backcountry.com Reviews 

I ordered some climbing shoes a few days just before they went on sale, Marla B. was able to help me honor the sale price and made my shopping experience ten times better! I will definitely shop here again with their amazing customer service!

Thanks again Marla!

Very helpful and kind customer service experience. The chat feature was super helpful at checkout and would highly recommend Backcountry.com for next outdoor activity purchase!

I ordered a knife off of BackCountry's website and the box was delivered without the knife in the packaging. This was very disappointing. I called customer service and after fighting for my case, they send a replacement. When the replacement arrived, the same issue occurred where the packaging did not actually have the product in it. I called again and the customer service team refused to help me. This is terrible service and I am furious with how things have gone. I am a repeat customer who loves Back Country but this is awful. I paid for a product and because they made mistaked, thye are refusing to send it to me or make up for their mistake. Nobody should shop at Back Country if they are expecting to get what they paid for. Oh and by the way, Oliver at customer service was rude and disrespectful from the beginning to the end of the conversation. His manager was not much better.

Marla B. made the return process and exchange process super easy and no hassle

Maria B. was my service agent. I needed to get a copy of a receipt from 14 years ago. Mariah was awesome and quickly was able to resolve my need and get me exactly what I wanted. Backcountry has been a great vendor and I’m always happy doing business with them.

I ordered from this company for the first time and they delivered my product to the wrong address. An address ive never heard of before, and they were trying to tell me I used that address when submitting my order. Obviously I did not enter an address im completely not familiar with. Now ive been told i have to wait until it gets returned to file a claim to get my money back. If you need gear, go elsewhere not here. Customer service trying to shift the blame on you and slows up the process of finding a resolution. Very disappointed. I will not be shopping with this company again and I recommend others look elsewhere for their gear as well. Truly awful experience. Pay pal is great and has refunded me very quickly so i no longer have to deal with this unscrupulous company.

Twice now I've had issues with returns at Backcountry. They make you pay for returns!!!

Shipping and returns are a nightmare. They have a facade of being a shop of gear heads but when you call customer service you do not get gear heads. You get what seems to be a 3rd party shipping service. Returns are a hassle, small changes to an order once placed are impossible. I won’t buy again.

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

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.!

Marla B. was very efficient and helpful in helping sending an egift card for my daughter’s birthday!

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.

Reynaldo S. solved my issue quickly and satisfactorily, making this backcountry experience a very positive one.

Thanks Reynaldo!

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'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.

They ship DoorDash do I need to say more. Avoid like the plaque.

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.

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.

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.

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