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Business Profile

Ski Equipment

Backcountry.com

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Ski Equipment.

Reviews

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

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Backcountry.com has 4 locations, listed below.

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    Customer Review Ratings

    1.06

    Average of 18 Customer Reviews

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    Review Details

    • Michael S

      Date: 07/03/2025

      On June 30, 2025, I ordered a bike saddle and was expecting next day delivery.Unbeknownst, my shipping address was different in my account. I have lived at the same address since 2008, so it wasnt anything that I would check when making a purchase. After I made the purchase, I noticed the different shipping address so I changed it immediately. When I received the email with the ***** tracking number, I noticed that my purchase was still going to be shipped to that incorrect address. I immediately notified BC via chat as they are in a different time zone to take my telephone call and expressed my concern. The representative informed me that it was no problem and that he would send out another item with a delivery of July 3rd. I still tracked the first item, and it was delivered to the incorrect address and left on the porch via the ***** proof of delivery photo. Now, I have received a new tracking number with an expected delivery date of July 3rd. I waited all day for this delivery. As I was watching a movie, I received an email via ***** that they missed me and would deliver the item on Monday, July 7th. A photo was also sent of the door tag on the main front door, and you can see the driver walking away in the reflection on the glass. I live in a secure building and the driver made no attempt to alert me via phone (call, text, email) that he was outside. The door tag that was left on the main front door stated that I must be present for the package delivery. Am I supposed to wait outside all day? I called BC within minutes after the door tag was left, and the representative told that they would attempt to reach the ***** driver to have him deliver the item. As I expressed my frustration to the representative, the angrier I became. I told him that I no longer wanted the item at this point and would purchase it somewhere else. The representative then told me that I would also have to wait until they receive the item before they could issue me a full refund.

    • Ellen S

      Date: 06/20/2025

      SLIPPERY RETURN SHIPPING FEES - BUYER BEWARE: the "flat rate" $8.99 return shipping label is not for every item purchased. Their examples of large freight exemptions (kayaks, cargo racks, etc) does not include anything they seem to deem in between. I was charged $24.99 to return two backpacks and a pair of socks--all of which fit into a 12"x24" box. I called to tell them this should be in writing, that all their website says is a flat return shipping rate of $8.99. They left me on the phone for nearly an hour and simply said there was nothing that could be done. I only ordered from them because of the stated $8.99 return fee. Shameful and slippery practices. They just lost a customer for life.

    • Lesley F

      Date: 06/13/2025

      I ordered 5 items; instead I received 1 completely incorrect item. **************** was slow; they would only send a replacement order after receiving a return of the incorrect item. Given the very long delay this would incur, I asked for a refund which they offered to send -8.99$ return fee. Totally ridiculous to be charged to return a completely wrong order.

    • Jeffrey H

      Date: 12/21/2024

      I've been a customer of the ********************** family of stores for over 15 years. I went out of my way to look for alternatives to relying solely on ******. In all that time, I was generally happy with the products offered and the level of customer service provided. There must have been a change of ownership, or a change of corporate circumstances, because Backcountry no longer does business as a customer centered organization. I ordered a pair of shoes that were on sale. When the shoes arrived I found they were much, much smaller than anticipated. When I went to return the shoes I was surprised to find the invoice indicated final sale, no returns. When I scoured the website I was able to see the language on some items, but in a font so small as to go completely undetected at normal glance, especially for a customer well north of 60 years old. ***************** which used to be a strength of the company, was unwilling to assist. This was in spite of the fact that customers pay the cost of return shipping. Such a disappointing end for my relationship with what I believed to be a good company.

    • Robert F

      Date: 10/24/2024

      I've had positive experiences in the past, but I recently ran into an issue with returning items. I returned three items packaged together in a single box (as instructed by their customer service) with two different returns. One of the items was refunded. The other two I've been waiting for a refund for two weeks. I've followed up with their customer service every few days and I keep being told that they are contacting the warehouse. I just want a refund for the sweaters I returned.

    • Ryan T

      Date: 08/23/2024

      I made a purchase with backcountry, they canceled my order and raised the price over 50% from when I purchased. **************** was terrible. They used to be a respected company, I am not sure what has happened to them.

    • Ronald H

      Date: 07/04/2024

      Backcountry.com sold me a pair of climbing boots claiming they were $367 on sale then as soon as I clicked on it, the price immediately went up to $460.75. I still purchased the boots the boots were supposed to arrive yesterday in between the time I purchased them and yesterday I noticed that backcountry.com charged my card for an additional $460.80. I disputed the charges with my bank saying that I have screenshots of everything. They said it was some kind of protection fee, but it overdrafted my account Because I had other stuff coming out and did not expect nothing like that to happen. I tried to call the establishment and got nobody until finally I got a hold of an Indian person who pretended to not understand me. I got frustrated once I realized my boots were still on the way , and when they took the money back off, they left the higher charge on my bank account, which was not what I agreed to. And my boots are still not here yet. There was total false advertisement, total lies and deception. I would never deal with this company again especially if youre a business that requires climbing boots.. And the reviews on ****** are all lies. You cannot even leave a review on ******. . Please protect yourself in your business and look somewhere else

    • Michael D

      Date: 03/20/2024

      This company is fraudulent. Buyer beware! I ordered from Backcountry a few times in the past with no issues. Decent prices and fast enough shipping so I had saw no issue with using them again. I ordered a pair of $100 Prana pants and within a day or two they sent an email stating they were shipped. The package arrived at my house and there was nothing inside but shipping filler. The person packing my order had apparently forgot to actually pack my order. I inspected the package and found no sign of tampering. Contacting customer service was the most insulting experience I have ever had. They basically accused me of lying and said there was NOTHING they could do about this. Never once even considering that their employee could have made a shipping mistake. Just the blaming and washing their hands of any responsibility. This is by far the biggest shopping fraud I have ever experienced and WORST CUSTOMER SERVICE I have ever witnessed. I am filing a police report and have contacted my credit card for a charge back, and reporting to the better business bureau. All this over a $100 pair of pants! Ridiculous! I'm spreading the word so no one else gets ripped off! Buyer beware!!!

    • Alicia E

      Date: 01/10/2024

      I just recently placed an order and needed it express shipped. Its currently in the carrier facility 30 miles from my house but I cannot retrieve my package because the address does not exist. I talked to gear headed ******** who tried to change the address for me but told me that would take days to process. I dont have days. I asked if they could change it to carrier pick up at the faculty. I lost the chat and had to log back on with another representative. The person was patient and tried to be helpful but basically had no good news for me. I have to wait days to pick up at the carrier facility. Unfortunately the item I needed was for today so I no longer can use it afterwards. Now I have to return it and lose out on my express shipping. I dont typically order from sites that arent Amazon but I gave it a shot. I may lose out on a 40 shipping charge but they lost the sale and my business. None of which matters but I figured I would share my experience!

    • Justin B

      Date: 10/21/2023

      Consistently poor customer service. ********************** is known in the outdoor industry as an example of how not to be. Every experience i have had with them has been frustrating, often requiring talking to 3 or more people who all say different things. There seems to be no leadership or uniformity in this company. Shopping at Backcountry is like shopping at a large department store; nobody wants to go there but they do because its the closest place that has what you need. I have emailed them complaints and concerns with no response. Inhave started email threads with questions and every new respose is from a different gearhead so if the fort person tells you something, the next responder only has what they can read on the first response. They do not care about customer service.

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