Backcountry Gear Reviews 5,139

This company sends out notices of great sale prices almost daily, but the links to those sales show almost exclusively full priced items.
I’ve been unsuccessful a number of times when trying to find an item that’s actually on sale.

The final straw was today. A replay of “bait and switch.”
I found a jacket pictured under a banner that says “up to 70% off” When I inquired, I was told there was a certain color and size on sale. Not the one pictured under that banner! The one that I selected was at the regular full price; higher than I can get it for elsewhere!

Order not showing up on website . No response from customer service. Tracking # provided FedEx has no record of . Horrible experience .

The worst customer service in the climbing industry. The incompetence of the team is appalling. After speaking with support FOUR different times, the company cancelled my order without even notifying me. This was after I sorted out the payment issue with support a week prior. Complete waste of time, you’re better off ordering from a company that values their customers time. The only remedy they offered was to replace my order. After wasting hours of my time and waiting TWO weeks for nothing to show up, I decided that it was not worth the headache. Long time customer that WILL NOT be returning.

I just ordered from this website for the first time. I found a great deal on scarpa climbing shoes. Everything was easy and smooth. Great emails updating me on my order. I got great shoes for a lower price 😁

This company has the worst returns policy on the market. I ordered one item for 190 USD, and the size was not good, so I requested an exchange. They told me that I had to pay for the (return) shipment. Please don`t buy through this company/website.

The website is easy to navigate, offering a vast selection of high-quality gear for activities ranging from mountain biking to snowboarding. What really stands out is their customer service, the team is knowledgeable and always ready to help with product choices or any issues. Prices are competitive and the delivery is reliable.

I purchased a pair of quick draws and was really excited for some new draws as the dog bones on some of mine are worn out. However one showed up without the rudder carabiner keeper for the rope side and both were manufactured in 2019. This means they are almost 5 years old and according to the manufacture that is half its life span.

Contacted Backcountry gear about it and was told they don't accept returns on climbing gear for safety reasons. That was the most ridicules response when they sold me old incomplete gear. They did offer to let me return the one without the rudder stopper but offered no replacement.

If your looking for clothes or anything you don't trust your life too. Sure maybe use this company for a sale. If its life saving gear please spend your money somewhere else.

I ordered over $500+ of merchandise on May 21, 2023, and the company charged me $1.14 on my credit card. The email confirmation was never received, and I had to call in for status 7 days later. The Care rep was very nice, but it seemed like a scam. I have to call to get my order pushed thru & charged and this is their standard process. If I did not call, they would have kept the charge. Imagine how many others they are obtaining $1.14, and full charge without the goods received. I have shopped online and NEVER had to call in to ask “where is my order and why is there a small charge? Where is the email confirmation, and I received no calls as per your process” BEWARE!

Excellent customer support. I have never been more satisfied with another online retailer than backcountry gear. Especially customer service representative Ani Graves has been so patient, kind and helpful. They respond very quickly and the communication processes are very easy. Ani responded to all my emails very quickly. I wouldn’t shop anywhere else!

Backcountry Gear offered an outstanding price on the Outdoor Research Foray II rain jacket. I ordered it on Friday afternoon and received it in my mailbox on Monday, with no extra charge for shipping. User-friendly website, fast service, top-notch products!

Consistently offers the best deals across its competitors. Quality is top tier. Their customer service is quick, courteous, and understanding. I was able to get a price adjustment turned around within a day of requesting and also used the chat to complete an exchange for a different size. Easy and free return process. Already purchased 3x from them!

Poor customer service and return policy. They ASK you to find your own box to return shoes, in order to offer more protection I guess? They do not make it clear that it is a requirement or that there are consequences for not doing so. I couldn't find a box, so returned them in the original, never used. Was charged a 15% restocking fee because of damaged items, with no proof of damage. Seemed like they had good prices, but if you are unsure about your item at all, and may want to return it, I would suggest not using them.

Horrible experience ordering online. Ordered a bag based on the photos they had posted on their website, which match the photos from the north face website. What I received was a older model, from five years ago. When I wrote to customer service, they denied sending me this older model and doubled down after I confirmed it with the north face myself. They offered a refund, however I was responsible for return shipping. Absolutely rude customer service and I will never buy from them again. BUYER BEWARE!

Merchant sent wrong product and wouldn't allow return of product. No information on ad stating this is a dynamic rope. Check it out for yourself.
Pet4m477-35-turquois-70mm
Petzl Mambo 10.1
Back Country Gear
1855 W.2nd Ave
Eugene, Oregon 97402

They have really bad customer services and it seems they don't know how to communicate with customers. Ordered a Snow Peak table but it seemed to be defected or returned because it has a few cosmetic wears on it. So I asked to get partial refund in order to skip return process for both me and them. But they just keep saying it's what it is and it's not returned item. Sounded like I was lying to them. Fine, will return it.

Bought an Osprey kestrel bag but received a box of t-shirts. Customer service insisted that they have video proof of putting the pack in and it was UPS that swapped my package. But I was rejected when I asked for the video.

Even though it may be UPS's fault, their attitude is SOOO annoying. They keep shirking off the responsibility and telling me to talk to UPS. So I filed a complaint to UPS and PayPal as well.

What's more, when I decide to give backcountry gear another try (since I am convinced it was UPS's fault) and order something else. They canceled my order for some vague "account fraud" reasons. And then I email to ask the reason and will it be ok if I reorder. They give absolutely no reason and say they will cancel my order again. I mean, WHAT???

I want to believe their product is good since there are so many good reviews, but yet I waste so much time and energy, and receive nothing.

I was sent a defective item and then Backcountry gear wants me to send it to the manufacturer for warranty repair. Its been a month and still waiting for my refund. When I contacted them customer service told me that my return was not processed yet because they decided to fill out a manufacturer warranty on my behalf and would not be able to refund me until a decision from Exped was received. DO NOT use this company!

Ordered some items from Backcountry Gear. They sent me the wrong items and expect ME to pay to ship the items back for an exchange. Disappointed with them for their poor customer service. They lost a customer over $20 and I have taken my business elsewhere.

Ordered an item as a Christmas gift. I was charged and told I would have in in 3 days. After 4 days I called for a status update and was told it was out of stock and no additional stock was coming in. So, no gift for this person. It is now 3 days till Christmas, so where am I going to get this now????
They also did not e-mail me to tell me it was not available, nor did they refund me. I am putting in a dispute with paypal. Had a similar experience last Christmas with an item that was backordered for 6 months. Everytime I called they told me next week. Finally bought it elsewhere. I won't let them burn me a third time!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

Only online store I could find that sold static rope by the foot. The price was great.
The item, unfortunately was backordered. I emailed them to ask if I could switch the rope to get it sooner, since I needed it for a climbing trip. They switched me to a more expensive rope and ordered me expedited shipping at no additional cost. And the new order was shipped less than an hour after I sent the email.
I couldn't be happier with the customer service. I will definitely be buying from them again.