corporate jargon & no customer service I purchased a backpack and it sat in their warehouse for 10 days before shipping. I messaged them twice asking about it and got the usual corporate jargon "it's in pending shipment status." Sure. So finally it came to the point where I told them if they don't ship it out today I'm going to cancel the order because I have a trip coming up. No response but an hour or so later I received a shipping notification email. It was finally delivered (no expedited shipping or anything) and still no response to my email. Needless to say I'm done with Backcountry not so much because of the delay but because of their absolute lack of customer service. I'd advise you to do the same considering prices for these items are pretty much standard at these stores.

DISHONEST RETURNS DEPARTMENT I just ordered a pair of shoes from backcountry.com. I had them on my feet for about 60 seconds before determining they were too large. I immediately boxed them and mailed in a return. Backcountry in turn gave me a store credit rather than refunding my original form of payment. When I called to ask why, I was told they were received back "dirty inside and out." I told them this was absolutely not true, to which they replied that the receiving department documented that they were. I asked for photos. They had none. I questions the honesty of their returns department. It is either their standard response in order to retain funds or they are employing dishonest persons on the receiving end of returns- can't help but wonder if those brand new shoes are now being worn by an employee who documented them as "used." For the record, item was shipped back within 24 hours of receipt. Again, No photographic proof from backcountry showing a used product. Customer service is outsourced and agent refusing to let me speak to a supervisor.

Backcountry Used to Be a Great Outfit This formerly top-notch gear company made it's reputation not only merchandise selection but also on great customer service with friendly, knowledgeable reps and fast, easy returns. Today, it's probably one of the worst in terms customer service out there. Returns are slowly processed if at all and you have to DEMAND the credit be issued even after they've received your return gear. Wait times on calls and chat are ridiculous. Excuses for delays vary depending on who you finally reach. There is clearly something going wrong and it may be ownership (private equity) or new management. STAY AWAY.

An amazing customer service experience An amazing customer service experience. As a 1st time customer, I called with a question about placing my online order. Wow, Jacob went above and beyond to help me. He was professional, courteous, and kind. He must deal with real jerks because he thought I was so nice, that the promo i had, couldn't be applied to my order because it wasn't meant for snowboard boots. He made it happen... a forever customer now, and very quick shipping... #1

STAY AWAY Utterly appalling company Utterly appalling company. Sent pair of heavily damaged and used for a season already boots as new. Zero interest in remedying situation or caring at the inconvenience caused. STAY AWAY Almost every part of the ski boots I ordered were nit just used (and caked with mud), but also heavily damaged. No-one from the company responded to my requests for contact, and posts to their social media with accompanying photos went ignored.