Complaints

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

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• 

  Backcountry.com

  1678 Redstone Center Dr Ste 210 Park City, UT 84098

• 

  Backcountry.com

  2607 S 3200 W Ste A West Valley City, UT 84119-6582

• 

  Backcountry.com

  1136 S 3600 W Ste 600 Salt Lake City, UT 84104-6528

• 

  Backcountry.com

  1678 Redstone Center Dr Ste 210 Park City, UT 84098-7614

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.

• Initial Complaint

  Date:09/12/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Purchase made September 8, 2023. I shopped backcountry.com's sale page and decided to buy
  a few pair of ski pants/bib for myself and my kids. Order was placed, received, paid for, processed and was awaiting to be "packed".
  
  I was advised "once the package ships, we will send an email with tracking information". The only email I received was stating that they cancelled my order.
  
  They offered me 20% off a single item for the cancellation, but the pants I purchased are ALL on discount still (except the color that I ordered and that they cancelled).
  
  This was an intentional bait and switch, and super cheap way to acquire all sorts of personal infomation about new customers. This "mistake was INTENTIONAL, WILLFUL, DELIBERATE and carefully thought out as a way to boost their marketing base of customers.
  
  SCAM SCAM SCAM

  Business Response

  Date: 09/19/2023

  Hey there *****,
  
  Thank you for sharing your concerns. This cancellation was the result of a pricing mistake that was not intentional; it was an error that resulted in the price being below our cost. As per our terms of service the order was cancelled due to the pricing mistake and a full refund was issued to the payment method used.
  ***************************************************

  
  The offer for 20% off a single item was extended as a gesture of goodwill in light of the situation. If you'd like, we can still apply the 20% off to a different item of your choice,
  
  Backcountry.com

• Initial Complaint

  Date:09/11/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Reached out to the company on 11 Sep seeking to have my online account and any data associated with it deleted. Was told that I can only have my account deleted if I live in ********** and there was no way for them to close the account. I was also told there was no one to escalate the matter to.

  Business Response

  Date: 09/21/2023

  To whom it may concern,  
  
  This letter is in response to a Better Business Bureau (BBB) complaint Backcountry.com, LLC (Backcountry) received on September 18, 2023, from Mr. ************************** The ** associated with this complaint is ********. **************** states that he reached out to our customer service team asking for his personal data to be deleted.  
  
  Backcountry takes data privacy requests seriously and has the proper processes in place for customers to submit data deletion requests. Backcountrys Privacy Policy (************************************************************) details what information we collect from customers, how that information is used, and the privacy rights available to customers. We comply with all U.S. privacy laws currently in effect, including the Colorado Privacy Act (CPA), the *********** Data Privacy Act (CDPA), the ********************** Protection Act (VCDPA), the California Consumer Privacy Act (CCPA), the ********** Privacy Rights Act (CPRA), and the California Shine the Light law.  
  
  Our Privacy Policy clearly states that **********, Colorado, ***********, and Virginia consumers have certain privacy rights and are able to exercise those rights by submitting requests through our privacy portal, powered by third party OneTrust. Consumers from other states may submit privacy requests through OneTrust at this time, but they will not be fulfilled. These consumers are able to (1) opt out of receiving direct mail, (2) opt out of receiving marketing text messages, (3) opt out of receiving marketing email, (4) opt out of the collection of cookie-based data by third parties on Backcountrys websites for use in targeted advertising, and (5) opt out of having web browsing information used for advertising purposes.  
  
  We do not have records of Mr. ******* conversation with our customer service team using the email address provided in the BBB complaint. However, as **************** resides in ************, we are not legally required to fulfill his request to delete his data. While we do not have a record of **************** submitting a privacy request; we will manually complete his data request. In order to do so, we will need one item from Mr. ******* most recent purchase in order to verify his identity in our internal systems. He is welcome to reach out to ******************************** with this information we will respond directly to him with updates regarding his privacy request.  
  
  Given that we are in compliance with all applicable privacy laws and have offered to manually fulfil Mr. ******* privacy request, we would like to consider this matter closed. Please let us know if there are additional questions regarding this issue. 

  Sincerely, 

  Backcountry legal team

• Initial Complaint

  Date:08/26/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 need to return a package. I am unable to drop off the ***** package for various reasons. I asked customer service to arrange for a ************ as ***** stated it is your responsibility. I was told they were unable to do so. I then asked for the contact information to file a formal complaint and I was told they are unable to provide that information.

  Business Response

  Date: 08/31/2023

  Hey there,

  We do not typically provide ***** pickups for returns, as a one time exception we will go ahead and request one, please have the label printed and affixed to the package and be present when they show up (typically next business day, in some areas second business day), or have the package set out for them to pickup. Due to the high cost incurred with pickups the $6.99 return shipping will be deducted from your refund once it is processed.

  In case you haven't had a chance to access that label, here is a link to download and print that:
  **************************************************************

   

  Thanks,

  Backcountry.com

  Customer Answer

  Date: 09/01/2023

   
  Complaint: 20525415
  
  I am rejecting this response because:

  For people who cannot physically go to a dropoff and in rural areas where this is not possible, this company is breaking federal ADA **** I don't need help returning anymore, as I had to pay someone gas money to get it dropped off. I literally lost money in this transaction due to this company breaking federal **** Anything less than this company offering pickup is not acceptable.
  

  
  
  Sincerely,
  
  ******** ****

• Initial Complaint

  Date:08/21/2023

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  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.

  2 orders involved
  Order NO.:*********** and ***********
  
  TrackNumber:********************** and **********************
  
  Date:4.18 2023 and 4.19 2023
  
  Amount:It's all 99.2 dollars,Two orders totaling $198.4
  
  Backcountry.com . The order was deducted but not shipped. Only the waybill number is provided, and the waybill status is always waiting to be picked up. The actual goods were not sent.
  
  Expected solution: replacement or refund

  Business Response

  Date: 08/22/2023

  Hey there,

  Both of these orders were marked as delivered back in April. Tracking on the USPS site is no longer active since USPS pulls tracking after 120 days, which was just a couple days ago. As a result we are no longer able to open investigations with USPS. I would suggest reaching out to the freight forwarder this was delivered to, as these items were delivered into their possession.

  Thanks,

  Backcountry.com

  Customer Answer

  Date: 08/22/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
           First of all, please compare the three pictures I uploaded, the dates are similar, all more than 120 days, the 1.2 picture is my complaint about the outstanding transaction order, logistics information shows: YOUR PACKAGE IS
  Awaiting Carrier Pickup. It means that you did not deliver the goods or provided the wrong logistics order number. The third picture is my other logistics information that completes the transaction: Delivered. Please note the difference between the three pictures.
  In this logistics information display YOUR PACKAGE IS
  In the Awaiting Carrier Pickup transaction, it is obvious that you are the fault party, did not deliver the package to USPS, or provided the wrong logistics information, so you should take the initiative to take responsibility for the transaction, rather than shirking usps's inability to investigate.
  In addition, you said that the usps could not launch an investigation for more than 120 days. Have you tried to communicate with usps after all? How did they reply to you?
  In addition, I will contact your customer service in May. If you can still check the chat record, please check it. Your online customer service reply is: he noticed that the warehouse was preparing for delivery and asked me to wait a few more days, because I always thought that the goods would be delivered as soon as you received the payment, but it was a little late. I didn't pay too much attention to this out of trust in you.

  Business Response

  Date: 08/31/2023

  Hey there,

   

  We are unable to take any further action due to the amount of time that has elapsed and the fact that these were marked as delivered. We suggest you reach out to your freight forwarder, who they were delivered to, if you have not received them.

   

  Thanks,

  Backcountry,com

  Customer Answer

  Date: 09/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ***** ******

  You said that the logistics shows delivery. Where do you see the express delivery? Please provide proof. According to the order number provided on your website, it shows that the express delivery is still waiting for pick up.

   

  Business Response

  Date: 09/07/2023

  Hey there,

   

  Due to the fact that you contacted us over 6 months after delivery we are no longer able to do anything with this order.

   

  All the best,

  Backcountry.com

  Customer Answer

  Date: 09/15/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  You lack the sincerity to deal with the problem. I contacted you in August for the goods I bought in April. You look for reasons to put off the problem until September. I want you to count your fingers and confirm whether there are more than 6 months from April to September. If you don't arrive, please deal with the problem and solve it immediately. Stop passing the buck! Or you can produce the relevant delivery certificate.
  
  
  
  ***** ******

• Initial Complaint

  Date:07/25/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 Ultra Raptor II Mid GTX Hiking Boots - Men's in size 46, color Black/Yellow because they were on clearance. My order was confirmed, so I did not think anything of it. A day went by and I did not hear anything about the order so I decided to check online. The order said "Please ********************** next to the order status. I then called customer service who told me that they did not actually have the item in stock, despite confirming my order, and then tried to upsell me to a different color for full price. The style and color that I ordered remain available for sale on their website despite them knowing that they cannot fulfill the orders. I am now without hiking boots for my upcoming trip. I gave Backcountry a chance despite terrible reviews of customer service and their online system, so I am not surprised. Needless to say, I will not be returning. Update as I am typing: I contacted customer service again and they again tried to upsell me to a different color despite me stating that I would not pay more for a different color.

  Business Response

  Date: 07/27/2023

  H

  
  First and foremost, we sincerely apologize for the frustrating experience you had with our customer service team regarding your recent order for the Ultra Raptor II Mid GTX Hiking Boots in size 46, color Black/Yellow. We understand your disappointment and the inconvenience caused by the mishandling of your order.

  
  Please know that we take your feedback seriously, and we are committed to improving our services to provide a better shopping experience for all our customers. Rest assured, we will be addressing the issues you faced with our team, and additional coaching will be provided to ensure such incidents are not repeated in the future.

  
  Regarding your order, we truly apologize for the confusion and miscommunication. We acknowledge that the item you selected is mistakenly showing in stock despite not being in stock. This is due to a database error that our engineering team is working to resolve. We understand how frustrating this must be, especially when preparing for your upcoming hiking trip.

  To make amends and assist you with your needs, can either call or chat in with our customer service team again to place an order for the same Ultra Raptor II Mid GTX Hiking Boots in a different available color of your choice, without any additional upselling or price adjustments. They will be at the price that the color you had selected were at, $119.40. We did attempt to call you to get this set up, but the call went to voicemail.

  
  We genuinely apologize for any inconvenience caused and hope you'll reconsider giving us another chance to serve you better in the future. If you decide to place an order for a different color or require any further assistance, please don't hesitate to reach out to us directly by chatting from Backcountry.com or calling us at **************** and our gearheads will get you taken care of! Your order an account have been notated with these details.

  
  Thank you for bringing this matter to our attention, and we appreciate your understanding.

  
  *******
  Gearhead Operations Lead
  
  

• Initial Complaint

  Date:07/03/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 saved up the money to buy a Yakima cross bar, tower and lock system, which was not cheap at $540. I placed the order on their website and a preauthorization was immediately charged. A couple days later I noticed another charge of about half that amount was made from Backcountry to my bank account. A phone call to their customer services revealed that it is standard practice to place an initial preauthorization for the entire order amount (that they don't intend to follow through with and actually charge), and then place another charge that they do intend to receive once the item ships. This ties up double the agreed upon price for a period of a few days to two weeks and is completely unnecessary and deceitful. Right now I'm sitting here worried that my rent payment is not going to go through and possibly be declined because an extra $544 is tied up in this bogus preauthorization. I can't even go out and buy groceries because of this for fear of overdraft charges that may still happen.

  Business Response

  Date: 07/18/2023

  Hey there ****,

  I apologize for any inconvenience this has caused. I understand your concerns about the charges and the impact it may have on your finances. I want to assure you that all authorizations have been dropped, and you will only be charged for each shipment separately.

  The initial preauthorization for the entire order amount was reversed as soon as the shipment was split,  but it can take some card issuers a couple of days to process this. The second set of charges you noticed were the ones charged for the two separate shipments once they shipped. However, I understand that this process can be confusing and misleading, and in the case of certain card issuers, can cause issues, and I do apologize for that.

  
  Please be assured that the extra charge has been fully released, and the amount tied up in the preauthorization should no longer affect your finances. I apologize for any stress or inconvenience this situation has caused. If you have any further concerns or questions, please don't hesitate to reach out.

  -Backcountry.com

  Customer Answer

  Date: 07/20/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  Backcountry is clearly not sorry, because they aren’t changing anything!  There is absolutely zero reason to immediately place a hold for the entire purchase amount and then a day or two later do it again for a combined total of the full amount. There is not a bank in the world that will release those funds in less than 4 to 5 days typically, and Backcountry did this over the 4th of July weekend!  You tied up over $500 in my account unnecessarily and prevented me from buying groceries and worrying that my rent payment wouldn’t clear, and talk like it’s nothing and you’re just soooo sorry.  Right.  I did nothing wrong except for choosing to order from you scam artists.  Make it right by fixing your fraudulent billing practices.  Make an initial charge of $1 to verify a valid account, or just stick with the entire initial authorization instead of doing it again.  Why is that so hard?  No other business does this.
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:05/18/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 Salomon Womens X ***** hiking boots size 7. The product that was received did not fit like authentic Salomon boots of this model should. I requested a return, they provided RMA #********* and a shipping label via **** I sent back the product on 4/21/2023, they received it on 4/24 but 3 weeks later - no refund and no email confirmation. After spending time on their chat on 5/13, the employee said that they issued me a store credit instead. He could not answer my question why I never received an email notifying about this, or ways how to access my store credit. The employee kept arguing with me and denying that there is a quality issue with the product (while there clearly is). After a lengthy discussion, the employee said they will issue me a credit card refund and send me an email. The email and the refund did not come 1 week later. I contacted them via chat again, the employee said they are checking with returns department and then rudely disappeared on me and stopped responding to chat inquiries. I want a refund for my return of defective product. It's impossible to get a hold on employees, they will argue with customers and will not fulfill their previous commitments. I never want to buy from this business again.

  Business Response

  Date: 05/22/2023

  Hey there ****,

  We followed up with your email regarding this issue on 5/18, below is a copy of that email, let us know if there are further concerns.

  I hope this email finds you well. I would like to sincerely apologize for the poor experience you had with our service. We have thoroughly investigated the interactions you had and are taking immediate action to address the issues you raised.
  
  I wanted to inform you that we have already processed a full refund for your order, which should reflect on your card within the next 1-3 business days, depending on your card issuer's processing time. We understand the inconvenience caused and want to ensure that you are promptly reimbursed.
  
  To further express our regret and appreciation for your understanding, I have added a store credit to your account. This credit will remain valid until the end of the year, giving you the flexibility to choose from our range of products at a later date. We genuinely hope that you will consider giving ** another chance in the future, as we strive to provide an improved experience for all our valued customers.
  
  Once again, I apologize for any inconvenience caused, and I assure you that we are taking the necessary steps to prevent such occurrences in the future. If there is anything else we can assist you with, please do not hesitate to reach out to our customer support team.
  
  Thank you for your understanding, and I hope you have a wonderful weekend.
  
  Best regards,

  Backcountry.com

  Customer Answer

  Date: 05/22/2023

   
  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:04/10/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Hello, I placed an order for boots from Backcountry.com on March. 10 where the order had been "delivered" on March 15th. I didn't receive anything and followed up multiple times including 3/17,3/18, 3/19 (please see attached) where I was told I would be receiving a refund by their customer support rep. I did not. I followed up again and was told that a case was opened with OnTrac and would take 3-4 weeks for a resolution.
  
  I emailed them weekly for an update and in the screenshot "Email Followup" from March 27th, I was told to reach back out in 2 weeks. It's been 2 weeks, I called and was told OnTrac denied the claim so nothing can be done and here we are.
  
  - Per the screenshot in "Backcountry4", the order was NOT delivered directly to me. It was left in a general mailing area as you can see the mailboxes above the box in the image.
  - Per the transcript with customer service, I was told I was going to get a refund.
  - 3-4 weeks is unacceptable to get a response back. Horrible customer experience.

• Initial Complaint

  Date:04/03/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 made a purchase using my credit card and "summit" credit ($35). Three of the five pairs of pants that I bought were not the right size and they didn't have my size so I couldn't make an exchange. I returned three of the items, keeping two. The $35 credit then disappeared. I expected it to be applied to the portion of the order that I did keep, and it wasn't. When I called (spent nearly an hour on the phone with three different calls) and tried to talk to customer service about the issue they told me I didn't get to use the credit. It disappeared. They insisted it was their "policy." I kept more than $180 in merchandise and the $35 was applied to the order in general, and it was a reward for past purchases, so it makes no sense at all that I lose my credit. They didn't work with me. I asked specifically at least three times to speak to a manager and they would not allow me to do so. Nowhere on their website can a consumer find anything related to their policy. It's poor business practices. Order# b4159210220

  Business Response

  Date: 04/13/2023

  Hey there *******,

   

  You can find the terms outlining this policy here on our website under 6q: ******************************************************************************************. I do understand you may not have been aware of this policy and as a one time exception I have issued a store credit for $35, that credit will expire three months from today. If you have any questions, please chat in from Backcountry.com or call in at **************** and our gearheads will get you taken care of.

   

  All the best,

  Backcountry.com

• Initial Complaint

  Date:03/08/2023

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  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 ski pants from this company on Jan 13, 2023. I followed every single step from the company. Item was returned back on Wednesday, February 15 at 5:02 P.M. with return label they provided. ******************.
  After 3 weeks of waiting they did not refund my money. When I called the company, different agents started making up lies. One lady told me they didn't receive it and it went to different address and they have to do investigation. One minutes later supervisor Anthony complete investigation and stated they received something else. Another minute later he said the package was returned from another recipient. What a nonsense! Backcountry customer service refusing to issue refund for the item I returned weeks ago. I would like to get resolution ASAP. This is not acceptable!

  Business Response

  Date: 03/21/2023

  Hey there,

  The label provided by *************** (******************) was set to deliver to *** ********** ** Christiansburg, VA 24073, a copy of the original label sent is attached. It appears that the label was tampered with congruent with recent cases of returns fraud. The package was delivered to **** ****** ** CHRISTIANSBURG, VA, 24073, US due to the label tampering attached is the proof of delivery from UPS showing the incorrect address it was delivered to , which is a residence. We are more than happy to refund the item once it is received and processed at our warehouse by our returns processing team.

  Regards,

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

  
  
  
  

  Customer Answer

  Date: 03/21/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

   

  business stated on the phone they received empty box which is a lie. if business received the item they must return Ot back to me and stop lying it’s empty box, because it’s not!
  
  
  
  
  Sincerely,
  
  ***** *****