We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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

Find a Location

Backcountry.com has 4 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 103 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.

    Sort by

    Complaint status

    Complaint type

    • 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.
       
      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 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

      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.
       
      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,

      ***** ****** 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

    • 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

    Backcountry.com is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.