No Return Terrible customer service. The return policy says, "Unused gear can be returned at any time with proof of purchase." I didn't use my shoes even once; the tag was still in there. However, they tried to find any reason to reject my return.

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.

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.

corporate jargon & no customer service I purchased a backpack and it sat in their warehouse for 10 days before shipping. I messaged them twice asking about it and got the usual corporate jargon "it's in pending shipment status." Sure. So finally it came to the point where I told them if they don't ship it out today I'm going to cancel the order because I have a trip coming up. No response but an hour or so later I received a shipping notification email. It was finally delivered (no expedited shipping or anything) and still no response to my email. Needless to say I'm done with Backcountry not so much because of the delay but because of their absolute lack of customer service. I'd advise you to do the same considering prices for these items are pretty much standard at these stores.