Backcountry.com is amazing! We came home to an empty package, and backcountry took care of everything! We recieved a new shipment and didn't have to worry about it at all. Highly reccomeded!

Please do not order from this company if you live in UK. I did and custom charges etc
cost me £75!!! It does state that there will be charges but does not warn you it will be so much, so what was a fairly good bargain turned into an astronomical price. Needless to say I did not accept the parcel and am awaiting the outcome, probably paying all charges plus shipping costs!

Bought a Leatherman Skeletool CX. Was told It was the Serrated Version But It's Not!!

I talked to a customer service rep through chat and was assured that I was getting a Serrated blade as shown in the picture at the time. I confirmed this 3 times!! When I received it, I was sent a straight edge blade. They gave me a return label and said I would be refunded within 5 days of the barcode being scanned. It's been 8 Days with no refund in site. I had to contact customer service again to get my refund. I had to tell them UPS confirmed they got the item back, yet they still insist it's on it's way.
As for the item itself, it arrived new in box straight edged version and within the 2 days. Other than that it was all down hill. With those business ethics I will never shop here again.

I feel I was lied to and in the end they hesitated to refund me. Don't buy from these people.

I will never order from this company again. The customer service reps were rude, unknowledgable, and unwilling to help. Futher, they are not well trained and do not know the company policies. I was told something different each time I called. My package ...
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Charged my credit card (not just freezed the amount) only to inform right after that the item is not in stock. On the product page the item was listed as "in stock" for a few days afterwards. Waiting for refund for 6 days already.

I placed an order on 8/22/2011 that qualified for free shipping. All the way through the on-line order process there was no shipping cost indicated until after the processing through PayPal and all of a sudden, there was an $8.75 shipping cost. I immediately contacted their customer service and was told that they were having a problem of some sort and that a supervisor would fix the shipping cost error and get back to me. I was never contacted by any supervisor, but at the time I did request a copy of the on-line conversation I had with their customer support staff which I saved.

I was never contacted, the product arrived with the shipping cost in place. I sent a copy of the on-line conversation to the customer support and was given NO consideration either the first or the second time I sent the message. The answer was, you received the product, is there a problem?

After many happy shopping experiences with Backcounty, the last two have been horrible. 

I ordered a Patagonia coat and received a men's shirt instead.  I had to drive to a USP store to ship the shirt to the intended recipient, because Backcountry wouldn't authorize UPS to pickup the package at my house.  I never got the coat, and it took several calls with unhelpful customer service reps to get my money back.

Most recently I tried to purchase a swim suit that was advertized as %15 off.  When I clicked to product to purchase it, it was full price.  Backcountry refused to honor the sale price, and two days later, the site is still showing the false sale price. The customer service rep was unhelpful and was unwilling to go to the site to actually look at the problem.  He offered me free 2-day shipping to make up for the "confusion", which I would have gotten anyway based on the price of the swimsuit. 

These guys used to be good.  What happened?

Backcountry.com advertises free shipping on items over $50.  This isn't entirely true so be careful.  I was purchasing a Thule cargo box, and got surprised right before I finished checkout with a $99 shipping charge for residential delivery.  This was despite one screen prior advertising free shipping.
I spoke with customer service and the best they could do was a discount on the item (which was significantly less than the shipping charge).  I found this pretty misleading as the reason I was at their site was due to the advertised free shipping on this item. It made me worry enough about their business practices that I wouldn't order from them again.
So be careful.

I have shopped at Bakcountry.com numerous times.  Mainly for winter stuff (jackets, specialty underwears, hats, etc).  Overall, I'm satisfied with this merchant and with my online shopping experience with them.  Below is the break ...
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I can't imagine ordering from anyone else. Their website is simple to navigate and is a no-BS place to get reviews/ask questions/learn. Lots of user reviews and down-to-earth answers about products.

Prices are very competitive and they will of course match to competitors and even themsleves (if an item goes on sale later). Any time I've had a question, I just use the chat feature to get an answer. These are real people who will cut-to-the-chase and tell you what you need to know. They aren't pushy sales people that talk you into stuff.

Shipping is reasonable and fast. Returns are no-questions-asked and they make return shipping simple (though not free) by deducting it from your original purchase price.

Absolutely amazing!  I ordered my Dakine Apex backpack on Tuesday at 7:00pm and received it on Thursday afternoon!!!  That was with the free shipping!  Did I mention the backpack was the cheapest I could find it anywhere? 

I have never written a review before but I thought they deserved it for such amazing service!  Other people should shop here.

I was sent the wrong item by backcountry.com. By the time my package arrived, the item I ordered was out of stock, so they were unable to send me the right item. I suspect that the item was not in stock at the time of my order. They did not offer me a comparable item at the price I was charged. They did offer a %10 discount coupon- no thanks. Finally, when the incorrectly shipped item was returned, they refunded the cost of the item to my credit card, but not the shipping charges. I had to call them for a third time to get my $12 shipping charge refunded.

Their customer service is terrible. Based upon the amount of mistakenly shipped item reviews, I suspect they have major inventory issues. AVOID. 

they refunded the cost of the item to my credit card, but not the shipping charges. I had to call them for a third time to get my $12 shipping charge refunded. 
   nff6201

Backcountry.com is awesome! They ship super fast and process returns efficiently, with no questions asked. Probably the greatest online retailer I've ever dealt with.  

Nice selection of good brands. Good amount of sale/clearance items. Free shipping with orders of $50 or more. Excellent customer support. I had to call about my order and found them very nice. But they don't get 5 stars because they were out of stock on the size I wanted, even though the website said they had it. But they were very nice about it, offering me additional discounts for my trouble. I found their customer service people very nice.

Slooow shipping. Customer service w/excuses like product was on high shelf so that's why it took longer. If you're not in a hurry to get your product these guys are fine.

I placed an order for a jogging stroller and the website said they had three left in stock. They charged my credit card but then didn't hear back from them. When I contacted them I was told they didn't have any left in stock. They have MAJOR inventory issues and I wouldn't waste my time with this company again. If a deal is too good to be true..it probably is.

I was sent the wrong item by backcountry.com. By the time my package arrived, the item I ordered was out of stock, so they were unable to send me the right item. I suspect that the item was not in stock at the time of my order. They did not offer me a comparable item at the price I was charged. They did offer a %10 discount coupon- no thanks. Finally, when the incorrectly shipped item was returned, they refunded the cost of the item to my credit card, but not the shipping charges. I had to call them for a third time to get my $12 shipping charge refunded.

Their customer service is terrible. Based upon the amount of mistakenly shipped item reviews, I suspect they have major inventory issues. AVOID.

I ordered a complete cross country ski set and called them a couple of times.
There was no wait time on the phone and the customer service people seemed very keen to help me, smart and had all info on hand - in contrast to some of their competitors.
The items that I received were good quality, and definitely no junk-sell-off's - so no surprises when you open the box. Most of their regular inventory is very competitively priced, and they have a few special offers that are genuine bargains.
Shipping ("standard") went out next day and was very fast (3 days to Ontario). Canadian customers: they offer prepaid customs included in the shipping (the actual shipping is effectively free), so there are no surprise customs and brokerage invoices.
I'd definitely rather buy quality products here, than "bargains" that turn out junk or have hidden costs/stress elsewhere.

I just ordered a pair of Vasque Kota's. They were on sale and shipping was free. What more could one ask for? How about even with the free shipping, I still got them only 3 days after ordering them. (I live in so-cal, not sure where store is tho.)
They appear to have competitive pricing, with a fair amount of items being sale priced. I'll be making more purchases from them in the future.

They gave me free shipping even though my order was just under $50, the minimum amount required for free delivery. They also helped me to place my order on an international credit card, which I usually have big problems with. Order arrived within 3 days instead of the expected 7-14. I would definitely buy from them again. Very friendly and helpful customer service.

First time I used Backcountry.com was for Christmas this year. I couldn't find a specific North Face Jacket for my son anywhere, not at LL Bean, not at EMS, not even at North Face store locally or on the North Face Web site. Not only did I find the Jacket (in the specific colors desired) at Backcountry.com, but also they promised to deliver in two days for only $9.99 shipping cost (and it was only a few days before Christmas). I have made many purchases on the Web but must say this was one of the most pleasant experiences ever. They even have technical experts that you can chat with on-line...fantastic! One final note...I submitted my order at 6PM one day and the two requested items were actually shipped out (excellent tracking tool available also) by 10PM that same evening!

Backcountry.com has great gear experts in their customer service department to help pick out what will work best. Shipping is free (above $50) and very fast, plus all products have a 100% guarantee. I'm a frequent shopper & have nothing but good experiences so far.

Back Country Rocks! Bought a Northface in Sept. was delivered in like 4 days (sweet jacket by the way).They mailed me a 15% off coupon for my next order (THANXS!)so I ordered a spyder winter down jacket.Hopefully will receive a repeat performance. Later.

I bought a great pair of boots last winter from them for the best price on the net.
They had great customer service as I had phoned them with questions before even ordering.
They not only answered all my questions quickly and kindly, but they even called me after my order came in to make sure I was totally happy with it and that had answered all my questions correctly!

I am totally happy with them and will be shopping there more often!

I bought a pair of Lowa Renegade GTX women's hiking boots from BackCountry Outlet store. When I bought the boots I was happy enough with BackCountry and intended to use them again. However, the boots started to literally come apart at the seams after about 9 months.I mailed the boots back to them and my unhappiness with BackCountry started at this point. It seemed clear to me that my particular pair was defective and should be replaced.Initially, BackCountry said they could do this, and then later said they could not but would refund my purchase price.I told them I would take the refund, even though I really thought they should replace the defective merchandise. I suppose they will get around to refunding my money but I have yet to see it. I don't recommend them and I won't use them again.

A couple days ago I needed to buy a sleeping bag and because I didn't want to risk the aggravation of dealing with people like BackCountry I just called LL Bean to order it because I know they have first rate customer service.

Good price, excellent selection, amazing shipping, easy returns. I bought a pair of Teva sandals, they were delivered in less than a week with free shipping. I didn't like the way they fit, I mailed them back, my refund was prompt!

Pros:
Probably the best online outdoor retailer around. I´ve ordered several times from them after doing extensive research on the items. Backcountry has the one of the largest stock, best price,flexible shipping options, and fair return policy.

Cons:
The sales people don´t have much hands on experience with the gear they are selling, they mostly give their advice based on specs.......so do your own research on the items you are looking for.

Everything I ordered arrived on time. Website was easy to use, and customer service was good. I called the day after I placed my order to add 2 items. Customer service took care of it with no problem. Would shop with them again.

This company is unreliable and not to be trusted. My experience started on 17 Apr when I ordered a Kelty Pathfinder Baby Carrier from their site. The site said they had five left so I placed the order. Three days later on 20 Apr my cart was updated and the order was said to be shipped. Seven days later on 27 Apr I receive a e-mail from their customer service representative saying they were out of stock. Seven days after they said they shipped the product!

To their credit, they gave me a 10 percent discount which I told them to cancel. I can't trust a company that says they shipped a product then seven days later says they are out of stock.

Don't trust this company for gifts or short notice purchases. There has to be better sites available for cheaper prices.

Great experience buying from Backcountry.com. The item I purchased were exactly as described, and I got them at about half the price of everywhere else on the web. Shipping was free, and prompt.