Poor experience I ordered a pair of trail runners to try for fit against another paid I’d ordered elsewhere. The return process was extremely difficult (I had to spend 30+ min chatting to get an address label generated) and then I had to pay for the return shipping. Will not be buying from them again.

An amazing customer service experience An amazing customer service experience. As a 1st time customer, I called with a question about placing my online order. Wow, Jacob went above and beyond to help me. He was professional, courteous, and kind. He must deal with real jerks because he thought I was so nice, that the promo i had, couldn't be applied to my order because it wasn't meant for snowboard boots. He made it happen... a forever customer now, and very quick shipping... #1

Do not EVER order from Backcountry Do not EVER order from Backcountry. I ordered four jackets to try on for the upcoming ski season. My package was never delivered and I've been disputing the $1,434 charge with Backcountry for 4 weeks now. I've spoken to 5 different representatives. They said it is above the threshold of paying me back, so now I'm in the middle of disputing it with my credit card. Backcountry is not worth the hassle, you are better off ordering from a different company. Terrible customer service.

WRONG SHIPMENTS, CUSTOMER SERVICE CLUELESS Ordered a hat yesterday, got an email with a picture of a completely different hat being sent, I call customer service and they describe to me the hat in the shipment and describe a 3rd totally different hat. Last time I ordered from them was a T Shirt, they sent me a bike part and then wanted me to pay to ship it back to them. They've totally lost their way, avoid them!

Backcountry Used to Be a Great Outfit This formerly top-notch gear company made it's reputation not only merchandise selection but also on great customer service with friendly, knowledgeable reps and fast, easy returns. Today, it's probably one of the worst in terms customer service out there. Returns are slowly processed if at all and you have to DEMAND the credit be issued even after they've received your return gear. Wait times on calls and chat are ridiculous. Excuses for delays vary depending on who you finally reach. There is clearly something going wrong and it may be ownership (private equity) or new management. STAY AWAY.