Reviews

Review Details

• Review fromDeb S

  Date: 05/30/2023

  1 star
  I ordered apps $500+ of gear on May 21, 2023. They charged my CC $1.14. I had to call in the chase them down 7 days later to ask the status and why is there a charge? I never received email confirmation, nor a call, just charge on my CC. The Care rep was kind and explained that their process is to charge a small fee and the customer would have to call in to push the order thru. I never had to do that for online shopping. Imagine how many customers are being scammed with fees on their CC, and waiting for their shipment. If you have to chase down your goods after you analyze your statement to question where the product is, poor business model, and most likely a scam. DO NOT SHOP! And from other complaints, I should have done my research!

• Review fromBlake J

  Date: 03/01/2023

  1 star

  Blake J

  Date: 03/01/2023

  The website used photos from thenorthface.com to sell a bag which did not match the photos in the pictures. Essentially, I received an older model bag instead of the current one which was pictured. Then, they insisted that they had sold me the current model despite having just purchased other versions of the same bag AND confirming that the bag I received was not current with a TNF customer service rep. **** offered no resolution and continue to deny any wrong doing.I do not trust this company and I cannot recommend anyone make a purchase from their website. I can definitely agree with the other reviews here. CS is HORRIBLE BEWARE!!

  Backcountry Gear Shack LLC

  Date: 03/07/2023

  I am supplying the transcripts of the chats and emails with the customer. I have removed the customer service agents names for privacy. But the customer interacted with 3 different customer service agents.As background, the product the customer purchased is the The North *ace Base Camp Duffel XS, color: TN* Red / TN* Black. We acquired this product directly from The North *ace (We are a valid dealer of The North *ace Products) This item was received from The North *ace in 2023 and was ordered from their Spring 2023 catalog for dealers. We also acquire all product photos directly from The North *ace.I admit that the images on our website (images that we obtained from The North *ace) do not adequately represent the actual product the customer received. We are pursuing this issue with The North *ace to obtain the correct images.We do require customers to pay for return shipping of product due to issues of not liking an items color, or fit. Some colors in images vary due to customers screen and settings. The exceptions for this are due to product defects or errors with product description, including blatant image errors. *or these exceptions we provide a prepaid return shipping label.I admit that when the *** was issued it went out in the wrong stock email. The email indicated the customer was responsible for return shipping costs. The ******** service agent tried to correct this issue in other communications (Chat and Email). Please note that Prepaid shipping labels are generated in a separate program and sent as an attachment in an email after the original *** email is sent to customers.Please note, the customer likes to use the * word. It has been altered for this posting.Here is how interaction with the customer seemed to unfold:************** 1, 2023, 11:04 AM PST Chat started: 2023-03-01 06:35 PM UTC (06:35:41 PM) *****: Hi, I just received my XS North *ace Duffel in red and the material is kind of shiny and has an all over triangle pattern on it. The photos on the site do not show this and the ones I have seen in TN* stores do not have this. I believe I may have received an older version of this bag which I did not want (06:35:48 PM) *** CS Agent joined the chat ***(06:36:07 PM) CS Agent: Hi *****, do you have the order number?(06:36:45 PM) *****: ****** (06:39:07 PM) CS Agent: Could you send a picture of what the bag looks like?(06:39:15 PM) *****: just a moment (06:39:17 PM) CS Agent: Either through the chat or to my email @backcountrygear.com (06:42:25 PM) *****: Visitor uploaded: northface-red.jpg URL: ***************************: image/jpeg Size: ****** (06:43:24 PM) CS Agent: Oh I see, that's just the material/pattern that these bags have. This is the current version of the bag- I'm happy to set up a return for you if you don't like it (06:44:02 PM) *****: This is not the current version. I have a size small, and I was just at a north face store and looked at these specifically (06:44:06 PM) *****: the material is different (06:44:24 PM) *****: also, this is not the material shown in the photos on your website (06:44:46 PM) CS Agent: Can you take a picture of the tag that has the barcode so I can double check? We don't have any past versions in red, but I can confirm with the *** code on the tag (06:45:47 PM) CS Agent: Or even just the last 4 digits of the barcode *** number (06:46:31 PM) *****: I don't see how that confirms anything.(06:46:51 PM) *****: This isn't even the same material from the photos on your own website (06:47:38 PM) CS Agent: The number would confirm which version it is. We received these bags this year- I'm happy to send you a return label since the pictures on the website don't show the pattern (06:48:16 PM) *****: **** are the last 4 (06:49:10 PM) CS Agent: Got it- that is the newest version- this may be different from even the fall 2022 version. I will email our web developer to get some updated pictures on the website. Do you want to return the bag?(06:49:44 PM) *****: So you have the most current version on sale (06:49:59 PM) *****: and the north face stores have the old ones? doesn't add up (06:50:25 PM) *****: can it be replaced with the pictured version of the bag (06:50:50 PM) CS Agent: I don't know what the North *ace stores have- if you hold on for a couple minutes, I can check our warehouse to see if all of the bags have that pattern (06:51:08 PM) CS Agent: I'll be right back (06:54:02 PM) CS Agent: We only have one more red XS size in stock and it's the same as the one you have (06:55:36 PM) *****: k (06:59:31 PM) CS Agent: If you'd like to return the bag, please let us know. I'm sorry it's not what you were expecting. I have confirmed with our buyer that it is the current version (07:02:28 PM) *****: This is an old version *YI, and that's why you only have one left. I confirmed with TN*. It may be the most current version you have, but it is not in fact the current model. I will keep it even though it's not what I wanted because I do not want to deal with a return and waiting for another one.(07:02:37 PM) *****: But I also won't ever shop your site again (07:04:12 PM) *** CS Agent left the chat ******** Mar 1, 2023, 11:10 AM PST (07:07:31 PM) *****: I will report this to the BBB (07:07:36 PM) *** CS Agent 2 joined the chat ***(07:10:36 PM) CS Agent 2: Hi *****! Confirming that the agent was correct, as well with our buyer that is the current model. Sorry again you were dissapointed, have a great rest of your day and if you would like to return it please let us know in the future. Thanks so much.(07:10:40 PM) *** CS Agent 2 left the chat ******** Mar 1, 2023, 11:42 AM PST (07:13:40 PM) *****: No, I confirmed with the North *ace that this is incorrect. This may be the most current model you have in stock, but its not the most current bag that is available (Which you are using the photos of on your website) Not sure why you are so insistent that this is current (07:13:47 PM) *** CS Agent 3 joined the chat ***(07:14:11 PM) *****: You're just wrong, and your customer service is *************** PM) CS Agent 3: Hi there ***********(07:15:28 PM) *****: Hi.(07:16:47 PM) CS Agent 3: How can I help you this morning?(07:18:05 PM) *****: I've said enough. you clearly are just going to repeat the same c*** you already spewed to me (07:20:34 PM) *****: your website is misrepresenting what you are selling, and then multiple CS have doubled down that I have received the correct item despite having just purchased other version of this bag AND confirming with the company first hand that this is not the current model.*** ***** WAS SENT BY CUSTOMER SERVICE AT THIS TIME (See *************** PM) *****: On top of this, you have offered for me to PAY to return the item (07:29:29 PM) *****: You are an absolute joke ***** RESPONDED TO *** ***** ABOUT NOW (See Below)(07:31:57 PM) CS Agent 3: Do you want to the return the bag? We offered to issue you a return label.(07:32:37 PM) *****: that I can pay for! even though you're in the wrong!(07:32:42 PM) *****: GO **#K YOURSEL* (07:33:21 PM) CS Agent 3: The label is pre-paid.(07:34:16 PM) *****: NOT ACCORDING TO THE ***** I RECEIVED ***** WITH PREPAID SHIPPING LABEL WAS SENT AT THIS TIME (See below)(07:37:30 PM) CS Agent 3: The return label has been issued to you.(07:38:12 PM) CS Agent 3: As long as the item is returned new and unused with the original tags still attached we will issue you a full refund.(07:38:38 PM) CS Agent 3: *****************************************************(07:41:55 PM) *****: I'm done here. **#k you -------------------------------------------------------------------------------------------------------------------------------------******** Service Agent 3 sent this stock *** email with *** # and instructions at 11:24 AM (PST)Backcountry Gear Order #****** Hello ************ have issued you a return authorization number (***-28087). Please place this number on the outside of the package and ship to us at the address below. As a friendly reminder, you are responsible for the cost of the return shipping charges. We will issue a complete refund as long as the item is received in clean, new and resalable condition with all the tags attached. Please note, it may take up to a billing cycle for the credit to appear on your statement but we do issue credit the same day the returned item is processed.NOTE: If you are returning any type of footwear, please place that box inside of an external shipping box. This will prevent damage to the shoebox during transit to us. EXCHANGES: If you have set up an exchange, we will hold your replacement item for 30 days to allow time for the returned item to arrive back in our warehouse. If your return does not arrive within 30 days, the exchange order will be cancelled and that item will be released back into inventory. If you are unable to return your item within the 30 day timeframe but would still like the replacement item to be held, please let us know so we can extend that timeframe for you. Best ************************** ---------------------------------------------------------------------------------------------------------------------------------------******** responded at 11:30 AM (PST)*rom: ***** Sent: Wednesday, March 1, 2023 11:30 AM To: @backcountrygear.com>Subject: Re: Information About Your Backcountry Gear Order #****** Go f*#k your self -----------------------------------------------------------------------------------------------------------------------------------------******** Service Agent 3 then sent this email at 11:37 AM (PST)*rom: ******** Service Sent: Wednesday, March 1, 2023 11:37 AM To: ***** Subject: Backcountry Gear Order # ****** *****,Your pre-paid return label is attached.As long as the item is returned new, unused with the tags still attached, we will issue you a full refund.Regards,******** Service Representative