BackcountryReviews of backcounty.com

Their customer support is horrible! They will do whatever they can NOT to help you and also don't even honor their own price match policy. I was told by some super rude representative that it is at their discretion so, no price match. Why even have the policy then?

Placed an order, says it shipped a couple days later. Hasn’t moved, DHL never received the package although the email says my order is packed and shipped. A week later I get an email that my return is being refunded….what return???? Customer service was ZERO help. This company is trash and I can’t wait until the day they go out of business. They have zero ethics on top of their awful website and inability to fulfill orders.

They have decent sales and easy return if you have store close by, but beware return policy is very strict. My main complaint is that I paid for the Summit Club to take advantage of the free 2 day shipping. First issue, you aren’t told about is you still have to have a minimum purchase of $150 for the free shipping, second issue is it isn’t 2 days. I placed and order and it was delivered for 5 days. One last note, the club price is $50 a year, totally not worth it. My advice, stick with REI, $30 lifetime membership and they offer free shipping on all orders with no minimum purchase, and I should mention they often deliver earlier than expected.

I ordered the Parry Ski Suit (Women's) for over $870 and paid $24 for 2-business-day shipping. Order placed Sunday night; suit arrived Wednesday late afternoon. Backcountry's position: that's within policy. The suit ran long, so I initiated a return immediately. They deducted $9 for the return label — a fee most major retailers have long since dropped — and took three weeks to process my $835 refund. I reached out to customer service hoping for at least some acknowledgment of the shipping delay. Instead, I was met with repeated policy recitations and zero flexibility or empathy. The "gearhead" branding suggests expertise and care; the actual experience was the opposite. There are too many quality outdoor retailers who get the customer experience right to spend nearly $900 with one that doesn't.

I purchased a pair of pants from Backcountry and never received them. Backcountry outsources its shipping-protection claims to a company called Seel, which the customer pays for. Seel initially sent me an acknowledgment email saying they received my claim—but then I heard nothing. No follow-up, no resolution. Backcountry refuses to take responsibility or help in any meaningful way. I’m out the money, out the product, and stuck dealing with a third-party company that won’t respond. Bottom line: Don’t buy anything from Backcountry. If something goes wrong, you’re on your own.

Wish I could give -100 stars. Backcountry really let me down, but don't take my word for it, just look at all the other 1 star reviews here. I needed a piece of gear urgently and paid for overnight shipping. I placed the order at 4pm, and their website states that orders received by noon are guaranteed for next day service. I expected my items to ship the next day but they didn't. Late on this second day I even communicated with a rep who assured me everything was on schedule and I would receive my gear on time, which really let me down. At that point there was still time for a replacement. However, that second day passed and we are now on the third day and my items have not left their warehouse and my expected delivery date is 3-4 days after what they initially told me and what their website represents. Customer reps misled me multiple times, telling me at first the shipment was moving normally, then later when I was attempting to resolve by phone the rep misrepresented my order date and I had to tell him he was wrong and that I have screenshots of everything. Ecommerce in 2025 has progressed way beyond this level. Buyer beware. They lost a 20 year customer on this one.

I ordered an $850 Dometic CFX3 45 electric cooler from Backcountry.com, and the entire experience has been a nightmare. They shipped it through FedEx, which falsely marked the fridge as “delivered.” The delivery photo FedEx provided is a blurry, meaningless shot of a gray floor — no package, no porch, no identifiable anything. I reached out to Backcountry twice. The first agent claimed to open a claim with FedEx but never followed up. Days passed with zero communication. When I contacted them again, the second support rep was outright rude and ended the chat before even looking into the issue. Completely unprofessional. I have full security camera footage showing FedEx never even came near my house that day — not a single truck, not a single delivery. Yet Backcountry refuses to take responsibility or offer any meaningful help. For an $850 item, this level of customer service is unacceptable. I’ll never order from them again and would strongly warn others to stay far away.

Backcountry doesn’t offer any particularly impressive discounts, and they absolutely struggle with shipping. When I paid for second day shipping, my product arrived deep into the third day. Standard shipping? Product rests a few days before being shipped. There’s just no good reason to do business with Backcountry.