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.

Terrible user expererince Terrible user expererince. Received wrong size, reordered correct size which took about 35min over the phone. Was waiting over 1 week, item never arrived - they knew already that the product was missing -hoping I'll forget. Apparently no replacement articles in stock anymore but lets not call the customer. (damn it, I noticed the item didn't arrive)

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.

Exceptional Service and Products I see all of the negative reviews, but that has not been my experience with Backcountry. I'd like to commend the exceptional support I've received from the service team at Backcountry. I've had a unique situation with odd requests come from a recent purchase and the response from the team has been incredible. It's obvious that they are extremely knowledgeable around products and policy, helping me to make the best decisions for my needs. It's quite honestly the best service I've received from an online retailer. I will definitely be looking to Backcountry for future purchases and will recommend others do as well.

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.