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.

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.

NEVER AGAIN: Used to be a very devoted Backcountry consumer until I ordered a 30 USD pair of gloves, paid 20 USD for expedited shipping and the order came LATE! In order to return the LATE DELIVERED PURCHASE to Backcountry I had to pay an extra 9 USD!!!! What a racket. Where may I post this so that other Bavkcountry consumers can be better informed of this backwards policy and CONSUMER UNFRIENDLY POLICY? Would hate for other consumers to be SCAMMED like I was!!!!!!!!

I purchased a Mammut Eigerjoch jacket for $418 (Order #B4678157248) and chose FedEx 2-Day shipping. The delivery was delayed by three days, and the package was left at my door. Unfortunately, the merchandise disappeared, and I haven't received a refund or replacement. I'm sharing this to inform other customers about my experience.​ I am still waiting for the store to contact me with a solution.​ I do not recommend this store to anyone.​ #Backcountry #Mammut #Eigerjoch #OutdoorGear #LostPackage #DeliveryIssues #CustomerExperience #FedEx #MammutJacket #MammutOutdoor #MammutGear #MammutCommunit