Backcountry - Reviews and experiences

Bottom line first — I wouldn’t count on them when you need something fast. I ordered a jacket for a backcountry weekend (needed it — cold nights, sore back and all), and the whole thing turned into a mess. They sent the delivery via a third party and the package got misplaced, Doordash couldn’t be reached, and Backcountry’s reps seemed outsourced and kind of out of the loop. Chat people were brusque, phone rep hung up on me once, and the “insurance” I bought turned out to mean a 10-day wait before I could even file a claim. I told them it was time-sensitive and their response was basically radio silence — or worse, excuses. I do like the selection and the site is easy enough to use, and I’ll admit I was half hopeful they’d sort it, but being left without the gear and stuck waiting for a refund is frustrating. Not a disaster if you’re planning ahead, but not good for urgent needs.

I recently snagged a great deal on some items I wanted to buy. I didn't get a confirmation email which seemed fishy, but I did jot down the confirmation number just in case. When I reached out to customer service to check on my order, they said they had no record of it. Flash forward 6 weeks and I get a bill for the order, but one item was noted as out of stock and couldn't be shipped. I was totally surprised because I had already bought the stuff somewhere else since my order was never confirmed. Had to call again to cancel an order that I wasn't even sure existed to begin with.

Got sent the wrong size winter jacket at first and had to call in for 35 minutes to get the right size ordered. Waited more than a week for it to show up, just to find out they never shipped it 'cause they ran out of stock. Didn't even bother to give me a heads up about it, hoping I wouldn't notice. Communication and customer service were just plain awful.