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:02/11/2023

  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.

  This complaint has to do with a return which is now approaching 2 months, and I have not received my money back. Order #*********** RMA: ********* 
  My original with backcountry.com was for the amount of $896.28 for 2 items on their website. I returned these items due to not needing them, and when I dropped off my return at UPS on the date of Dec 20, 2022, I assumed that everything would be fine. However, I was very wrong. I returned the Normatec 3 Legs System. Black, One Size and the Rambler Bottle Sling. Charcoal, L.
  
  It's been almost 2 months and the package does not appear to be delivering to the company, and Backcountry.com wants me to wait for a very very long time due to an issue with their prepaid return label they provided. Normal UPS ground shipments should take no longer than 10 business days. This is unacceptable, I want my money back for the returns I made off their website.
  
  I've attached my UPS dropoff receipt of my return package.

  Business Response

  Date: 02/14/2023

  Hey there *****,

  It looks like that was sent with our tracking number ******************. However it looks like that label may have been altered, as it was not delivered back to us. In order to refund items they must be shipped back to us, this tracking shows that the item was delivered back to your address. The UPS proof of delivery is attached, as is the order invoice which shows those matching addresses. Once we receive those items back we will be happy to proceed with a refund if they are still in new, sellable, condition with tags and all original packaging. 

  If you have any further questions, please chat in from Backcountry.com or call in at ###-###-#### and our gearheads will get you taken care of.
  

• Initial Complaint

  Date:01/20/2023

  Type:Sales and Advertising 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.

  Backcountry.com advertises a 20% discount to a ********** of ******** Website: *************************************************** The program requires you to sign up through ID.me, which requires storage of personal information including a social security number for verification of identity. The description of items that qualify for discount is purposefully vague using lines such as "select full-price purchases" and "some brand exclusions apply." I believe this is deceptive advertising and potentially a partnership with ID.me designed to push business in their direction.I went through the process to find out that the entire brand I was hoping to purchase does not qualify. Nothing during checkout told me this information. My provided discount code just failed to work without explanation. I spent a significant amount of time on chat with Backcountry support where they were able to eventually tell me that the brand does not apply for the discount. At this point I have already had to provide my personal information and sign up for an ID.me account.I believe that this is purposeful deceptive advertising in order to drive their ********** of ******* to their website, to ID.me, and to get items in a checkout cart and hope that people purchase regardless of if the code works or not. For a program that requires submission of a social security number, this is unacceptable. There is obviously an easily accessible list of brands that do and do not apply for this discount as that Backcountry chat employee was able to look up the list of brands.I would ask that at a minimum every brand that applies for the discount be listed prior to signing up on the website provided above, use a discount verification system that doesn't require a social security number (other sites do this just fine), or to remove the whole program all together as it's not providing a discount and is likely a paid partnership with ID.me to drive business in their direction.

  Business Response

  Date: 01/25/2023

  Hey ******,

  Thanks so much for your feedback, we'll be sure to pass this along to our team. As far as getting you discounted is concerned we'd be happy to help as much as we are able! Certain brands specifically ask us that they are unable to be discounted as part of our vendor agreement with them, and the list changes regularly. We apologize that the item you were looking to get wasn't able to be discounted at the time, but if you contact us back we'd be happy to work with you as much as we are able. 

   

  Customer Answer

  Date: 01/27/2023

   
  Complaint: 18866450
  
  I am rejecting this response because: I do not need a discount and that is not the goal of this complaint.  I understand the list of vendors can change, but still ask that at a minimum this list is published for transparency before signing up for ID.me for your ********** of ******* discount.  I would continue to request and recommend a discount service without ID.me due to the significant private information they require.  While I appreciate a response and your understanding, I would like to see change on this matter to satisfy this complaint.  In theory, Backcountry made the program in order to demonstrate thanks through a discount and I think it's important that if the program exists it is simple, transparent, and actually functional.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:01/13/2023

  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.

  Backcountry -their customer service is so bad .the person that I chatted online disappeared multiple times, not to Mention that the reply time is about 4 minutes after ur each line.Ridiculous! Finally i returned and exchange an item .been waiting for the parcel to come and only to find out that they sent it thru DHL which requires my signature .Of course i did not know that the parcel was coming because they did not send me the email confirmation with the tracking , the parcel did not arrived for weeks! I called again and they said that it was sent thru *** this time but last minute that I was about to receive the parcel , *** sent me a text and email that requires a signature again and its arriving between 2-6 pm ! Which I am at work that day . So inconvenient ! I called *** and unfortunately they cannot do anything but to send the parcel back to their office and I would need to pick it up .A total of 15 days for an exchange .very poor customer service!

  Business Response

  Date: 01/25/2023

  Hey ****, 

   

  We're sorry to hear you had so much trouble with the exchange. I am seeing that you did receive your item on 1/11 and were also refunded on 1/11. If there is anything outstanding that we can do for you please let us know. 

• Initial Complaint

  Date:01/11/2023

  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 was told my refund was issued to my paypal account on 12/29/2022. It is now January 11th (2 weeks later) and I still have zero refund. I have reached out to customer service multiple times and they just keep saying "be patient." I spoke with ****** who told me flat out that they have no pending refund from Backcountry. Every conversation with customer service is awful and takes close to an hour on hold. All that I want is my ****** that I was told I was refunded two weeks ago! Not sure why they are lying about issuing it and/or someone did something wrong and they refuse to check. This is taking sooooo much of my time! Poor customer service.

  Business Response

  Date: 01/25/2023

  Hey *****,

   

  We're so sorry to hear that you still haven't received your refund. I've checked myself and double checked with our accounts team to make sure that the refund was properly processed and have confirmed that it was on January 11th for $136.06 under transaction ID ***************** with Paypal. At this point we have done everything we can on our side and you may need to reach out to Paypal again with that transaction number to see if they can find it. Again, we apologize this has taken so long but we really have sent through the refund for you. 
  
  
  
  

• Initial Complaint

  Date:01/04/2023

  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.

  This has been an ongoing saga. Backcountry has scammed me and repeatedly charged my credit card without my consent. They will not refund my card even after multiple attempts.I made a purchase of $4,104.28 that was split into two orders under the guidance of a Backcountry representative on 5/20/22. The order numbers are: n000229755212 and n000229754695. I was told thirty days after my purchase, I would receive "points" back amounting to 10% of the purchase. I was assured by the "gearhead" that these points would be transferred to credit back on my credit card as a one time deal. This is not an unusual practice, so I agreed. After the 30 days, I was never given the funds back. My personal "gearhead" stopped answering my calls and emails and he finely left the company. After that, I was assigned another "personal gearhead" that responded to my request "sorry he told you that, but we cant refund you".After months of trying, I resigned to the fact I wasn't receiving my credit, so I tried to spend the "store credit". After many problems with returns and and over charges, I finally spoke to a manger that assured I would be credited the proper amount to a store account. He also gave me extra points for the problems and extended the time to use them since inventories were very low. Both of these concessions were taken away by another "gearhead". After that, I made several purchases using my store credit (b4103480216,b4035916885,b4033942476) . Each time my credit card was charged for about half of the order with out my consent. The invoices show it was checked out using store credit. Each time I contacted Backcountry with little or no response. The last two orders are still in dispute. My "personal gearhead" does not answer my calls or emails. I have a list of emails, online chats, phone call records and more as needed. This is totally unacceptable business practice. They are keeping my money hostage.

  Business Response

  Date: 01/20/2023

  Hey *****,

  Thank you for bringing this to our attention, we have our sales managers actively looking into your account to fully understand what has happened. There is alot going on with your order history, so please give us a few days to find a silution and reach back out to you. We want to get you squared away, and apologize for the experience you have had with us lately.

• Initial Complaint

  Date:12/16/2022

  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 a fleece Columbia boys jacket on October 3rd, 2022 and received the wrong color. Backcountry.com sent me another jacket and requested I return the first jacket when the package is received. The jacket was the exact same as the first, which was incorrect. I then asked for a full refund and I sent both jackets back unworn. Without notice, I was informed when I inquired about my refund that I received a store credit - I did not. I informed them I was originally told that I would receive a refund to my original payment method and I was adamant about that since I refuse to shop with Backcountry.com again. The customer service representative came up the excuse "the jacket was damaged" - both jacket were completely unworn and sent back immediately. We had already taken pictures of both jackets before returning, and I let them know that I had proof they were lying and trying to scam me. I was then instructed to call customer service, and when I called I was told my refund was sent to my PayPal and would be available within the next 3-5 business days. I still had not received the refund over a week later, and inquired about proof. I then when to PayPal with the receipt I received from Backcountry.com for the refund and was told there was no record of a refund from Backcountry and to dispute the charge.

  Business Response

  Date: 01/03/2023

  Hey *******, I am very sorry that this was your first experience with us! I am showing that the refund was setup on December 10th but sadly it was not processed correctly. I have just pushed that refund through and you should see that within 1-5 business days. I have also added some store credit to your account for the misshap and you will be able to view that at checkout or you can reach out to a gearhead and they will be happy to apply that for you. 

  Customer Answer

  Date: 01/04/2023

  
  
  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:12/05/2022

  Type:Service or Repair 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 am following up on order #C12137304810231. It's several days late and not delivery date is available via Ontrac. It gets pushed back every day. The package was originally scheduled to arrive 11/30/22 I contact ************ via chat and she provided inaccurate tracking information stating the package would be showing up on 12/5/22. That was not the tracking information provided by the Ontrac website. Bottom line the package is many days late and I would like the item delivered.

  Business Response

  Date: 12/08/2022

  Dear ******************, Our apologies that your delivery via Ontrac took longer than our originally quoted 3-5 business day window. We see that your shipment was delayed twice by our carrier. The tracking information shows recipt of your package on 12/06/22 at 04:18PM. If this is not accurate, please contact us so that we can follow up on  a resolution for you. Thank you for contacting us regarding this issue and we hope to have another chance to earn your business.

• Initial Complaint

  Date:12/04/2022

  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.

  This company is a joke as I ordered an item and didnt fit me - I called into call center that was in Asia or over seas as agent didnt speak English well and they charge a $6.99 return label fee which is a joke / I am getting my entire refund back and disputing with the bank

  Business Response

  Date: 12/08/2022

  Dear ********************, Thank you for contacting us regarding our return policy. As a courtesy for your first order and return with us, we have waived the fee for the pre-paid *** label. Please be advised that future returns will be subject to a $6.99 fee to account for a prepaid *** label deducted from your refund. You can read the terms of our returns policy here: https://www.backcountry.com/service/**-returnguarantee. Thank you again for contacting us and we wish you a happy holiday season. 

• Initial Complaint

  Date:11/25/2022

  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.

  I didnt receive this order and would like a refund. I clearly asked backcountry over the phone to do direct signature required but there was nothing done N000254128678

  Business Response

  Date: 12/08/2022

  Dear **********, Thank you for you patience while we worked with *** to conduct the investigation into your lost return. We have received this item back at our warehouse and, as of 12/2/2022, have processed your refund to your original method of payment. Thank you again for your willingness to work with us on this issue, and please accept our apolgies that the resolution took longer than expected here. Thank you again for contacting us regarding this issue and we hope to have another chance to earn your business.

• Initial Complaint

  Date:10/12/2022

  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.

  Moved out of US and asked several times customer service *** as well as US based) of Backcountry.com to be removed from all mailing lists. No resolution and/or response howsoever, I still receive one advertising email every day from backcountry.com on *******************

  Business Response

  Date: 10/14/2022

  Hello!

   

  I apologize for the inconvenience and that our team did not get around on removing your email off the advertising emails. I just worked with my email marketing team and they should have gotten your email address removed from all our marketing emails to your email address: *******************.

   

  This usually takes about ***** business hours. Please let me know if this has not been updated on your email and I will double check with my marketing team. 

   

  Thank you for your time and hope we got that figured out for you!

   

  ************** 

  BCIN Sales Manager