Backcountry.com Anmeldelser 

Fast customer experience with a shipping delay. Took care of the problem within five minutes.

Marla B. was so helpful and awesome even though it was a difficult process to try and split my online order payment. Very great at her job!!

Marla B was very helpful providing great customer support to place a price matched order.

Marla was extremely helpful! She went above and beyond by laying out all of the options available to resolve my issue. Chatting with her was a breeze, and she understood what my problem was once I validated. I would highly recommend her as a CSR any day!

Marla B was helpful, responsive, and kind. They provided the customer service I would expect if I was in store.

Marla B. answered my question right away and offered to assist me through the purchasing process. Great help!

Ordered some climbing shoes and they were delivered somewhere, not to me. There was a picture of a staircase they left them on, but there are many in the apartment building that look the same. When I contacted their customer support, they just said it was not their problem. Last purchase from them....

My order arrived later than promised delivery date. Backcountry customer service was poor at best but they said they would allow me to refuse the package if it arrived late which it did. I refused pkg and fedex returned it to backcountry. However without any notice or response backcountry resent it to me again late. I reorted this to cc and backcountry lied and said it was on time. DO NOT SHOP WITH BACKCOUNTRY

Customer service at Backcountry is remarkably excellent

Advertized 2+bundles frequently don't work. Very misleading! Called in to order instead. Received confirmation email, but items never shipped. Finally called 10 days later. Gearhead said order was never placed. Definitely not true since I received a confirmation email. Handling couldn't be more unprofessional. What a waste of time. Will not order from Backcountry again.

Reply to Backcountry’s reply (9/18/2026)
I have tried contacted backcountry’s customer service via online chat. The person was not helpful and would not reply to my question the product page indicated days worryfree return. So I had to file a consumer compliant to consumer protection, but the consumer protection also got similar reply from backcountry where they do NOT acknowledge the conflicting information displayed on product page.
If you truly want to resolve this issue, my order is b5055670473, then reach out to me by my contact email for a resolution.

Original review:
ordered an item from their their website and it indicated on its page that it is 90 days worry-free return. However, the item had very small foot print to indicate it was final sales when checked out, which is intentionally to trick customer to also believe the worry-free return info. They are playing the grey zone of consumer laws. It is a shame and unethical for this business to go to that route of operating its business. I'll never buy anything from them again

BUYER BEWARE! They sent me a dirty jacket that smelled and had stains all over it and then had the nerve to tell me it was a final sale item and I couldn’t return or exchange.
I had to call my bank and out a stop payment on it. This company is trash!

My order waa delayed and I still don't have it. They use doorbash here to drliver. Received an email yesterday saying order would be delivered the next day by 2:00pm. I could see the doorbash driver on the map less than 2 miles from my house. Just sitting there for 20 minutes or more. My chat attempt was unanswered. Will next buy here again. Terrible experience.

Bought 4 kayak paddles in May of 2026. By August the center piece was coming unglued. Contacted backcountry about warranty/fixing the problem they declined and instead told me to contact the manufacturer. They simply could have handled this but decided to pass the buck. Save yourself the trouble and buy from somewhere else.

MSR hammer failed during my second camping trip with it. Backcountry’s restrictive return period had closed; I contacted them for help and was told warranty claims were taking 12–15 days to even get to, much less remedy. I ended up dealing with the manufacturer instead. I won’t purchase from Backcountry again.

Marla B is a great helper and was very patient helping me choose the right sunglasses

Marla is the best. thats all!

Marla B. was very helpful in understanding why my military discount code wouldn't work (only one every 30 days). Marla was still able to help with providing an exception to the discount and placing the order.

If you don’t want to be used as a charity, DO NOT BUY FROM HERE!!! If they send you the incorrect item like they did to me, YOU DO NOT GET A REFUND!! I ordered climbing shoes a few weeks back, got large biker shorts instead, was told I’m not eligible for a refund until I send it back (with a new package and label that I have to go out of my way to make), and have to wait for the return to reach the warehouse and be checked before they even concider giving me the refund. My return arrived there 3 days ago and I’ve yet to get my money back. Customer service is also absolutely useless in all departments (I called, texted, and emailed).

Update, it’s now several weeks since they’ve received my return, and still no refund. Customer service also refuses to be in any way helpful.

Moral of the story, you’re responsible of fixing any mistake they make to your order, and you’re not getting your money back.

I placed an order for $290 worth of Osprey bags during one of Backcountry's special offers. About a week later, when my order still hadn't arrived, I discovered that it had been delivered to the wrong address.

The issue was incredibly easy to make. When entering my address in Backcountry's delivery form, the address auto-populated incorrectly. The street name and number were exactly the same, but one address ended in **Street** and the other in **Avenue**. I'm not from the area, so I had no idea there were two nearly identical addresses nearby.

Once I realised what had happened, I tried to resolve the issue with FedEx. However, FedEx clearly states that only the sender can submit a claim. Any claim submitted by the recipient is denied unless the sender provides a waiver form.

So, naturally, I contacted Backcountry for help.

Unfortunately, the customer service I received was appalling. The Gearhead I initially spoke with was extremely rude and simply refused to help. They would not provide the waiver form or submit a claim on my behalf. After nearly an hour of back and forth, they eventually acknowledged that they needed to submit the claim themselves and told me they would do so and keep me updated.

A few days passed, and I heard nothing.

When I contacted them again, I was told something completely different: that they would **not** help me, would **not** submit a claim, and that the entire situation was simply my fault.

I even asked whether they could honour the same promotional price so I could repurchase the bags while trying to resolve the FedEx claim myself. Even that was refused.

In the end, I replaced my entire order through Amazon, where customer service actually seems to understand that mistakes happen and is willing to help customers when something goes wrong.

What is especially frustrating is that Backcountry could easily have kept my business. If their customer service had been even slightly friendlier, more understanding, and more helpful, I would happily have reordered from them and they could have made another sale. Instead, their complete lack of willingness to assist a paying customer has guaranteed that I will never order from Backcountry again.

Absolutely appalling customer service, and a very disappointing experience from start to finish.