Backcountry.com Reviews

Name: Backcountry.com
Rating: 1.57

1.6 Rating 97 Reviews

12 %

of reviewers recommend Backcountry.com

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1.6

Based on 97 reviews

Shipping & Delivery
Delivery Methods	Courier, Postal Service
Customer Service
Communication Channels	Email, Telephone, Live Chat

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Backcountry.com 1 star review on 23rd August 2025

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I was under the impression that backcountry is a professional company with better response to customers. But it turned out to be untrue. I placed an order online and these idiots havent shipped anything for a week and they are clueless when they will ship. An unprofessional way of dealing with the customers”

Helpful Report

Posted 4 days ago

“Ordered chaco sandles, after repeated contacts by me telling them fedex has no record of the tracking number they provided. Now they dont even respond to the email from FedEx stating no such number found.”

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Posted 6 days ago

“Stay completely away from backcountry, the shipping is completely in disarray. I will not spend no more money with them.”

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Posted 1 week ago

“I have had a terrible experience with Backcountry customer service and their shipping. The package that I ordered did not arrive as scheduled and a customer service representative speculated that it is probably lost. They claim they shipped it by FedEx but the tracking number that they gave me is supposedly not an accurate Fed Ex number. Every customer service rep. has told me something different and there is no one in charge to be found. I was told I could file a claim and wait for a resolution. Is this the way we do business in the U.S. now? I would not recommend them because I don't trust them and they don't seem to care about their customers satisfaction. Beware!”

Helpful Report

Posted 2 weeks ago

“Ordered a backpack on July 8th. Called them to place the order. The agent took my information, credit card information and told me I was all set. Received an email same day saying that the order was placed and pending fulfillment. More than 30 days go by and still no backpack. Contacted the company. After explaining the situation (with order number) I was told to wait while they looked into it. Chat function logged me off. Next customer service person finally tells me that the payment was declined. All well and good (there was nothing wrong with my credit card) but after more than 30 days they still couldn't be bothered to reach out to me (confirmed with agent that they had my email address). Cancelled order out of frustration (and still no backpack).”

Helpful Report

Posted 2 weeks ago

“I wouldn't recommend backcountry to my worst enemy. Nothing but problems with shipping, payment, and lost items from the start. Nobody seems to be on the same page at backcountry. Different answers to the same questions when all I wanted was what I paid for. Sensitive staff who seem offended at the slightest inconvenience to them. Get your gear someplace else.”

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Posted 1 month ago

“While Sami was helpful in troubleshooting my issue, Backcountry ultimately failed to fulfill their promise of overnight shipping. It has been almost 48 hours since I placed an order with overnight shipping. I understand that since my order was placed on a Sunday night, there may be some delays. But 48 hours later, the shipping carrier has still not received the package from Backcountry. Backcountry furthermore stated multiple times that the shipping carrier had received the package. Confirming the tracking number with both Backcountry and the shipping carrier, nobody can tell me where my package is.”

Helpful Report

Posted 1 month ago

“I paid for 2 day shipping, and 3 days after placing the order, the items showed status as "Pending fulfillment". On calling customer service, I was informed that the order was ready for shipping and in a couple of hours I should see an email with tracking number. One day later, I called again, and this time was informed that they were still packing the order. When I asked why the previous day the customer service person lied to me, this service person issued me a "first warning". When I asked what the warning for, as I was just stating facts, she issued me a "second warning". The conclusion was she could not provide me with a date, and that they were doing everything possible "in their hands", whatever that meant. Never ordering from them again!”

Helpful Report

Posted 2 months ago

“Not the best prices . Extreeeeeemely slow shipping . Even eBay is faster than Backcountry.”

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Posted 2 months ago

“They have shipping issues. They can’t seem to get your order to you in the promised shipping times. This has happened two times in a row. Been using Backcountry for close to 10 years have spent over 6g buying from them. I won’t use them again.”

Helpful Report

Posted 3 months ago

“Purchased two road bike apparel items and needed to return one. Did not know there were two separate RMA's which gives me two different shipping labels. Ended up sending both items under one shipping label. Tried explaining the situation with customer service and they investigated it but never got back to me. Contacted them again and was told I got a refund in the form of store credit (which was not requested nor preferred) but was not notified on how to access it or use it. So basically they got their item back but I did not get my money back. Horrible customer service.”

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Posted 3 months ago

“They are terrible. They made me wait 2 months before declaring a package lost. They told me to contact DHL directly who told me the seller had to contact them because I had no authority and so I kept going back and forth for them to finally declare it lost. Once they did they still charged me for shipping even though they lost my package and told me to file a claim with DHL to be paid back for the shipping which is BS when it was their fault in the first place. I will never use their company again they are cheap and don't care about their customers.”

Helpful Report

Posted 3 months ago

“I purchased 2 items from Backcountry. The items were reportedly delivered by FedEx and when I went to the delivery area in my building the package was not there. It took me many hours to get Backcountry to file a claim with FedEx (they said they were doing a one-time courtesy but FedEx would only allow the merchant to file a claim for FedEx Ground Economy). Backcountry refused to replace the items nor issue a refund. I reached a "supervisor" who hung up on me when I asked to speak to a more senior member of the company who could issue me a refund or replacement. This is absolutely terrible customer service by this company. They insist the package must have been stolen and I should file with my homeowners or renters insurance (this was a $100 purchase and insurance has a deductible higher than that). I will never order another item from Backcountry. NEVER. They shouldn't be allowed to sell products online.”

Helpful Report

Posted 4 months ago

“I purchased a wetsuit. Four days after it arrived I got an email that its price was reduced. I contacted Backcountry for a price adjustment. Though I was within their stated timeframe I was told they didn’t have my size anymore so no price adjustment. I went online, saw they had the wetsuit in my size, and ordered it again at the reduced price. I will now have to return the expensive one. I asked Backcountry to comp the $8.95 return fee. By asking to be reimbursed for the return fee I was trying to make myself whole. In other words , it would have accomplished the same thing as a price adjustment. Backcountry refused to reimburse the return fee. It made no offer of any kind (a store credit would have sufficed.) At this point I’m left believing Backcountry does not honor its price adjustment policy by claiming it no longer has the size you ordered. I have bought other things from Backcountry before and so have my family members. I have never been in a situation to ask for a price adjustment. I don’t know if what happened was a mistake or was intentional deception. Either way, if I can find the product I want on another site, I will buy it elsewhere. This experience left a bad taste in my mouth. Date of experience: April 15, 2025”

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Posted 4 months ago

“same issues as some others. Got hit with unexpected high shipping charge on a return. Also, the order disappeared from my account, so who knows what happens when it's returned, and I won't have link to leave BAD review on their site. Customer service is just robotic agents who adhere to scripts and can't problem solve anything. Promise to have supervisor get back to me not honored. Will definitely stick to REI going forward.”

Helpful Report

Posted 4 months ago

“Long time Backcountry customer (daughter) as she lived near the location in SW Virginia. She took an assignment in Alaska and had items shipped to her. No reference in the checkout process that the $8.99 return FedEx does not apply. Nothing referencing this may not apply to Alaska. She had to spend over $150 to ship the items back as they refer to somewhere else on the site that refers to not applying outside the contiguous states not in the check in process or return process. Not acceptable”

Helpful Report

Posted 5 months ago

“Planned a trip to Italy for my family. Ordered some gear, paid for 2 day shipping, it may not arrive in time which was 4 days out, also notified that my kids pants are not in stock way after I ordered them leaving me hardly any time to go shopping for him. I'm not going to order from them any longer, I'll pay a bit higher price at REI, or buy direct from brands.”

Helpful Report

Posted 5 months ago

“I was not refunded for a return. They said there was a stain on the jacket when I returned it. This was a black ski jacket which I opened, tried on, and packed back up right away. My hands were clean. They sent me an email saying that my return had been processed and would be refunded in a couple of days. Weeks later, when I didn't see the refund on my credit card, they said that they had issued a credit instead due to a stain. This is a mistake on their end and they're doing nothing to fix it. There's also no mention of a credit when I log into my account. Do not order from this company.”

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Posted 6 months ago

“I made a big purchase from this company. I never received it. They refused to refund my money. They said I choose FedEx to ship the item. So they are not responsible. Be careful buying anything online from them.”

Helpful Report

Posted 6 months ago

“I placed an order in December 2024 and still haven't received it! I have emailed several times and got the same generic reply! One response was the parcel got lost in transit, the next response was a pipe burst at the warehouse! I am in Australia i would highly reconsider not ordering from this company!”

Helpful Report

Posted 6 months ago

Backcountry.com is rated 1.6 based on 97 reviews