Complaints

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:02/16/2024

  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.

  Your company lost 1 of my return items.
  
  2 RMAs:
  ********* (original)
  ******** (secondary)
  
  2 tracking numbers:
  TRK ************ (original)
  TRK ************ (secondary)

  Business Response

  Date: 03/04/2024

  We received both returns, one for 6 items and the other one for 5 items.   Both have been refunded to your card.

  Customer Answer

  Date: 03/04/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  I was refunded for 10 of the 11 total items. There is a total of $666.15 outstanding (given the price - close to $666.19 - it seems to be one of the Mammut jackets). Please see attached pdf of an excel spreadsheet I made as to where I’m getting the numbers. Basically, the 11 items I refunded were worth (with ****** tax) $6231.17 but I was refunded (in 4 payments) a total of $5565.02 (the difference being $666.15) .
  
  Regards,
  
  ****** *****

  Business Response

  Date: 03/22/2024

  To whom it may concern,  This letter is in response to a Better Business Bureau (BBB) complaint Backcountry.com, LLC (“Backcountry”) received on March 18, 2024, from Mr. ****** *****. The Complaint number is ID ********. Mr. ***** states that he did not receive a refund equaling $666 for product he allegedly returned to Backcountry.  Mr. ***** ordered eleven items from Backcountry on January 27, 2024. The order number is #*********** and the order amount totaled $7,499.03 including shipping and tax. The order breakdown is attached.   On February 12, Backcountry received five of the eleven items at our Utah fulfillment center. On February 14, another five items were received at our Virginia fulfillment center. A note left by a fulfillment center processor on February 14, indicates that MAMU5QE-BLA-M, the Eiger Free Advances HS Hood Jacket – Men's, was not included in the return.  The excerpt from our system is attached. The Eiger Free Advances HS Hood Jacket – Mens was $637.50 plus 4.5% sales tax, which accounts for the $666 the customer claims was unrefunded.  Backcountry routinely refunds customers when they return products. Mr. ***** was refunded for the ten items he returned. Our return policy is available here: ******************************************************. If Mr. ***** returns the jacket, we will refund him consistent with our return policy.  Please reach out to ********************* with any further questions or updates. Otherwise, until we receive the jacket from Mr. *****, we would like to consider this matter closed. Please let us know if there are additional questions regarding this issue.  

  Customer Answer

  Date: 03/25/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I sent all 11 items at the same time from my local *****, where I packed said items. I found it odd that Backcountry wanted me to send my items to 2 separate addresses and had previously attempted to get Backcountry online chat agents to give me return slips to the same location but to no avail. I was quite surprised to find that after I had sent all 11 items that  Backcountry claimed that only 10 were received.
  Regards,
  
  ****** *****