DISHONEST RETURNS DEPARTMENT I just ordered a pair of shoes from backcountry.com. I had them on my feet for about 60 seconds before determining they were too large. I immediately boxed them and mailed in a return. Backcountry in turn gave me a store credit rather than refunding my original form of payment. When I called to ask why, I was told they were received back "dirty inside and out." I told them this was absolutely not true, to which they replied that the receiving department documented that they were. I asked for photos. They had none. I questions the honesty of their returns department. It is either their standard response in order to retain funds or they are employing dishonest persons on the receiving end of returns- can't help but wonder if those brand new shoes are now being worn by an employee who documented them as "used." For the record, item was shipped back within 24 hours of receipt. Again, No photographic proof from backcountry showing a used product. Customer service is outsourced and agent refusing to let me speak to a supervisor.

Poor Experience Backcountry’s delivery provider of choice tossed my package into a neighbor’s backyard where dogs pulled it apart. Parts are missing, everything is covered in dirt, and they were only able to “offer” me $10 off my next order. I came back once after they tried to make amends for suing smaller “backcountry” businesses into oblivion, but I’m done with them now.

Warning: DO NOT Buy From Them!! Where to start, as so many issues! Did not give me 15% off on 1st order as website promises. Did not ship Xmas present (snowboard and bindings ) order until 10 days after ordered (ordered 9 Dec, shipped 19 Dec). Customer service (Gearhead ) could not explain why order shipped so late, why discount not applied, or why website stated Free 2 day shipping but they gave me 3 day shipping when order finally shipped today. I have no clue if I'll even get correct board and bindings, as so many other reviewers did not get what they ordered. My overall experience was horrible. Do NOT recommend this company!

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.

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.