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Business Profile

Ski Equipment

Backcountry.com

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Ski Equipment.

Complaints

This profile includes complaints for Backcountry.com's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 93 total complaints in the last 3 years.
    • 39 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/20/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered a handlebar the first part of April and returned the handlebar mid-April. Backcountry issued the refund to someone else's credit card and is refusing to issue the credit to me. I have called 5 times and they refuse to correct the situation.

      Business Response

      Date: 05/21/2025

      Hi there *****,

      Thanks for reaching out and sorry for the confusion here, it looks like the original order placed on 4/2/25 with order # ************* had expedition perks rewards applied and those were used to pay for the handlebar. Per the terms of the expedition perks program in section 7.i. "All returns must be made in accordance with Backcountry’s Return Policy. If you return a product purchased in whole or in part with a Reward, the reward value will not be refunded or credited to you. The refund or store credit amount you receive will be the amount paid after the Reward was applied."

       

      This policy can be found here: ***********************************************************************************

      As a result there is no refund due on this item at this time, and no refund was made to any other card.

      Regards,

      Backcountry.com Customer Service

    • Initial Complaint

      Date:04/08/2025

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I can’t believe I’m still dea***g with this ridiculous situation regarding my jacket order! It’s been almost two months, and I’m beyond frustrated. After waiting so long, I finally reached out, and they initially agreed to refund me, which gave me a glimmer of hope. But then, out of nowhere, they completely reversed their decision and refused to issue the refund! How is that even acceptable? It feels like they’re playing games with my money and my time. I trusted this company to deliver a product, and instead, I’ve been met with nothing but disappointment and poor customer service. It’s infuriating to think that they can just disregard their customers like this. I deserve better, and I won’t let them get away with it! It’s absolutely outrageous that a company can operate this way, leaving customers in limbo while they pocket our money. I’ve been more than patient, but this is beyond unacceptable. I feel like I’ve been taken advantage of, and it’s infuriating to think that they can just ignore my concerns and refuse to take responsibility for their mistakes. I shouldn’t have to fight for what’s rightfully mine!

      Business Response

      Date: 04/15/2025

      Hi there ***,

      Thanks for reaching out, and we would love to take a look into the issues you are having, would you mind sharing that order details so we can take a look at this? It looks like there is no order number attached to the BBB issue filed, and there are no orders in our system under the email address provided "**********@gmail.com".

      If you are able to get us some details to take a look we would be happy to look into this!

      Regards,

      Backcountry.com Customer Service 

      Customer Answer

      Date: 04/18/2025

      I made a return for an order and I never got my money back even tho the tracking shows delivered 

      Business Response

      Date: 04/18/2025

      Hi ***,

      Tracking can be found below which shows it has not been delivered. The item received by ***** does not match the weight of the item that was sent out to you so we are unable to take any further action on this until we receive the item at our warehouse and it is processed by our returns team.

      ***********.fedex.com/fedextrack/?trknbr=************&*******=*****~************~****

      Customer Answer

      Date: 04/21/2025

      ************ Is the ***** tracking # has been over a month I returned this it’s not letting me add the screenshot but this is the tracking number ************

      i even got an email stating return was on its way back 

      Business Response

      Date: 04/22/2025

      Hi ***,

      The tracking number provided is the same as the one ***ked in our prior message, this tracking does not show the item delivered. The item received by ***** does not match the weight of the item that was sent out to you so we are unable to take any further action on this until we receive the item at our warehouse and it is processed by our returns team.

      Regards,

      Backcountry.com Customer Service

    • Initial Complaint

      Date:04/07/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My order was returned on 03/27/2025 under ***** tracking number ************. I have contacted their customer service numerous times, but my refund has still not been processed. I have several emails from them stating that a refund would be processed. I am beyond frustrated at this point and have filed a dispute with my credit card company regarding this matter

      Business Response

      Date: 04/15/2025

      Hi there **********,

      It looks like that was delivered on  3/27 and due to the nature of the item it was authenticated, it was found to be in used condition on inspection, however this was refunded on 4/4 due to a previous conversation you had, had with a Gearhead via chat in March. 

      This refund was issued on 4/4/25, a few days before you filed this with BBB, depending on your card issuer refunds can take 3-5 business days to appear on your card. If you still have not seen that refund please let us know and we can provide the transaction number from when that was transmitted to your card issuer.

       

      Regards,

      Backcountry.com Customer Service

    • Initial Complaint

      Date:03/06/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Contacted company regarding a fraudulent transaction. **************** refused to help correct the problem.

      Business Response

      Date: 03/07/2025

      Hi *****,

      I appreciate you reaching out regarding this issue. After reviewing the call recording, it appears that there was a bad connection, and the agent was unable to hear you clearly during the conversation. Im sorry for any frustration this may have caused.


      If you did not place this order, we strongly recommend reaching out to your card issuer as soon as possible to report your card as compromised and dispute the transaction as fraudulent. Unfortunately, we are unable to cancel or refund unauthorized transactions on our end, as the cardholder's bank must initiate the dispute process.


      If there's anything else we can assist with, please let us know.

      Backcountry.com Customer Service

    • Initial Complaint

      Date:02/14/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Unauthorized charge of $226 deducted from my bank account on 2/11/25. Called merchant phone number listed on bank statement on 2/13/25. Waited on hold for 20 minutes. When customer service agent answered the line, I explained I just found an unexpected charge from backcountry on my bank statement and would like help finding the order associated with it. The customer service agent listened to my request then hung up on me.

      Business Response

      Date: 02/19/2025

      Hey there ****,


      Im sorry to hear about your experience and the unexpected charge. Wed be happy to take a look and see if we can locate the associated charge for you. Due to card security safeguards, were unable to request or discuss card details over BBB, but if you call or chat back in with us, we can securely gather the necessary details to look into this further. We will need the last four digits of the card number, the date of the charge, the name on the card, and the exact amount of the charge on order to look this up.


      You can reach us at ************ or through our live chat at Backcountry.com. Were happy to help!


      Best,

      *************** Customer Service

    • Initial Complaint

      Date:01/07/2025

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have ordered shoes on 12/28 and selected the standard shipping which says the estimated delivery is 3-5 days and the item hasnt been delivered though it is over *********************************************************************** cancel the delivery attempt as I will be away from home for the month and no one else is around to collect them. The carrier mentioned that only the shipper is authorized to make those changes, in this event I contacted backcountry customer support on 1/4 to cancel the order or inform the carrier about the request, they mentioned that they could make the changes however since the item hasnt been delivered on the mentioned window, the person told me to call back once the item is delivered (as of 1/4 it should be delivered on 1/6). The new delivery date changed to 1/9 and contacted the customer service again on 1/7 to understand what would the case. The customer service associate **** wasnt helpful however he was trying to convey that I should have paid for the expedited shipping or should have considered the storm that is in effect (I said I wasnt expecting the shipment via ground from cross country when it says 3-5 days) he mentioned that I should have reached out to customer service while ordering. That is ridiculous!! Finally he ended up saying that I should arrange someone to pick it up and return them back. All of my friends are with me in the vacation and I have no one to collect it. If I have had a back up, I would not even have to go through this hassle.

      Business Response

      Date: 01/13/2025

      Hi Kiran,


      Thank you for reaching out and providing the details of your concern.


      We understand that this situation has been frustrating, and we appreciate you taking the time to explain the circumstances. We noticed during your recent call that you mentioned initiating a dispute with your card issuer regarding this order.


      Unfortunately, while there is an active dispute, we are unable to take any further action on our end. Once the dispute process is resolved, please feel free to contact us if there are additional concerns or issues that require our assistance.


      We appreciate your understanding and are here to help once the dispute status changes.


      Best regards,
      Backcountry.com Customer Service

      Customer Answer

      Date: 01/13/2025

       
      Complaint: 22781855

      I am rejecting this response because:
      As per the conversation, I mentioned that if I do not receive the item as mentioned on the tracking system, I should dispute it to the credit card company that I havent got my order however I have received it and so therefore I didnt even dispute that. Wow, this drives me crazy, when I ask for help on the order, there we no notes from previous associates however when I say that if I do not receive the item as stated after several delivery date changes , that was noted on the system. Whatever, I havent disputed as the item was delivered!
      Sincerely,

      Kiran Chopperlla

      Business Response

      Date: 01/15/2025

      Hi there Kiran,

      Thank you for reaching out and sharing your experience. We understand your concerns and appreciate the detailed information about your order.

      Per our Terms of Use, we are not liable for packages once they have been delivered as confirmed by the shipping carrier. Unfortunately, while we strive to meet delivery estimates, weather-related delays or other unforeseen circumstances affecting shipping timelines are outside of our control.

      ****************************************************

      However, as a one-time exception, we will process a refund for this package. If the item is still at your home when you return from vacation, we kindly request that you return it to us. Well provide you with a prepaid return label to make the process easier.

      We sincerely apologize for the inconvenience this situation has caused. If you have further questions or need assistance with the return, feel free to reply to this email or contact us directly.

      Thank you for choosing Backcountry. We value your feedback and hope to provide a better experience in the future.

      Backcountry.com Customer Service


    • Initial Complaint

      Date:12/05/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I bought a Kokatat dry suit for $1300.00 from Backcountry on order # B4555597265. When the dry suit arrived, I found it not in its original packing from ******* and it was packaged in some cheap plastic bag in a beat up carboard box, I didnt really think too much about it at the time, but it looks like it might have been returned before. After trying it on I found it to big so I started a return, I received an email saying my RMA ********** had been accepted and it would take 2 to 5 days for the money to be refunded. After 9 business days going by without hearing anything I reached out to Backcountry thru and email asking in there were any issues, they responded that they found the dry suit dirty, and it also had a small amount of animal hair on it and they would only give an in-store credit and not refund it to the original source of payment. You would think Backcountry would get with you if the found a problem with the return but that does not seem to be the case with them. Another email was sent to them explaining that I had only tried on the dry suit one time in my home and didnt get dirty by me trying it on, they responded in this email that they found the suit stained and were unable to remove the stains and would only provide the in-store credit.

      Business Response

      Date: 12/06/2024

      Hey *****,

       

      We're sorry that you had so much trouble with this return, and apologize for the confusion about it potentially having been previously used. I've gone ahead and refunded the $1,298.13 back to your original form of payment. Please allow 1-3 days for the money to be deposited back into your account.

      Feel free to reach out to ********************************************* if you have any further questions or issues regarding this situation!

      Sincerely

      ***** *******

      Backcountry Gearhead Operations Supervisor

      Customer Answer

      Date: 12/07/2024

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      ***** ******

    • Initial Complaint

      Date:12/02/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This is an e-commerce platform offering a selection of outdoor sporting products. I attempted to purchase a pair of Ski Boots on Black Friday with several promotion coupon codes as well as utilizing a promoted 20% Military Veteran discount. All of these did not work and I was charged full retail pricing. I am very disappointed that this outfit would attempt to obficate honoring any promotions as well as a sacred vetted Military Veteran discount. All attempts to get this resolved are met with total disregard and indifference to my plight. Full refund of item purchased is my desired outcome.

      Business Response

      Date: 12/06/2024

      Hey ***,

      We're sorry to hear about your negative experience with us. Unfortunately, we are unable to discount full priced ski hard goods 20%, as we have laid out in the exclusion Terms of all of our coupons and discounts, including the ***** discount for verified healthcare workers, educators, and military service members. I do see that you were refunded 10% back to your original form of payment as a customer service refund, which is quite a generous discount for current year ski boots. 

      I also see that you have opened a return for your order under RA *********, so you will be refunded accordingly when we have received the merchandise in new, unused condition back at our warehouse facilities.

      Sincerely, 

      *****

      Backcountry Gearhead Operations Supervisor

    • Initial Complaint

      Date:11/30/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I opted for ***** next business day shipping on an order placed Nov 28, a holiday. I expected it to go out Nov 29 and receive it Nov 30- as ***** does business everyday. It is not expected to arrive until Dec 2. I asked Backcountry for a refund and they refused claiming they were still within their standards of next business day. Well then why did a second order I placed to Backcountry an hour after the above original order regular free ***** shipping send me a tracking order first with estimated arrival Nov 30? I simply want the overnight 31 dollar fee refund. A reasonable layperson placing a next day order Nov 28 would expect to receive the order by Nov 30- when again EVERYDAY is a business day for *****. Thank you

    • Initial Complaint

      Date:08/29/2024

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered a pair of shoes from Backcountry. They arrived and it looked like the inner box had been cut open. The shoes appeared in unworn condition. I decided they didn't work for me and so requested a refund and returned them the same day. My return was processed but they credited me a store credit. I chatted with a Backcountry person (they didn't identify themselves by name) and was told my receipt said used. The chat interaction was terrible, slow, and uncommunicative. I was told I would be sent an email about the status of my return and I also emailed the company without a reply. It is very difficult to get my money back for the product and they are being unresponsive.

      Business Response

      Date: 09/04/2024

      Hey there *******,

      I am sorry for the inconvenience on this return, I have gone ahead and refunded the amount paid for the shoes to your original payment method, ******* That should reflect on your account in 3-5 business days.

       

      Please let us know if we can help with anything further,

       

      Customer Answer

      Date: 09/04/2024

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      ***************************

    Backcountry.com is NOT a BBB Accredited Business.

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