After getting disconnected several times and having the system time out I was super frustrated. I couldn’t get anyone to just submit the order I needed. Then Marla got on and was super helpful! She go... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Great help from all the gearheads I spoke to. Finalized purchase with Marla B. The only reason I didn’t rate it a 5 is that I was disappointed I couldn’t get the special coating to my skis that would... See more
Company replied
I recently bought a northface puffer shoes for my GF and she absolutely loves it. The boxing and packing was great and everything inside the box was amazingly packaged and I got a sweet discount deal... See more
Company replied
Backcountry chat was quick, friendly, extremely helpful in finding me a ski, sized for my type of skiing. They were very supportive with questions to help me in the selection process. Ended up with... See more
Company replied
Company details
Information provided by various external sources
Find the foremost selection of The North Face, Mountain Hardwear, Arc'teryx, and Patagonia skiing, camping, hiking, and backpacking gear on Backcountry.com. As the premier online outdoor gear retailer, we offer a 100% satisfaction guarantee and free shipping.
Contact info
United States
- www.backcountry.com
4.1
Great
2K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 97% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
The agent was well-informed
The agent was well-informed, super courteous, and assisted me in a professional manner. I am highly satisfied with my experience, and the issue was solved immediately.
4 June 2026
Unprompted review
Reply from Backcountry.com
Really glad to hear the experience was smooth and that everything got resolved right away. That is exactly the standard we aim for and we appreciate you taking the time to share this.
Marla B helped me solve me need and…
Marla B helped me solve me need and placed my order for me. Very convenient.
31 May 2026
Unprompted review
Reply from Backcountry.com
Glad Marla B. was able to take care of everything and make it easy for you. We will pass your thanks along to her.
Awesome customer service and super…
Awesome customer service and super friendly! thanks so much!!
31 May 2026
Unprompted review
Reply from Backcountry.com
Thank you for the kind words. We are glad the experience was a positive one and hope to help you find your next great piece of gear soon.
Chatted with Marla B
Chatted with Marla B. to ask a question about delivery status on an order. Very helpful and personable, with a good sense of humor. Thank you!
31 May 2026
Unprompted review
Reply from Backcountry.com
So glad Marla B. could help track down your delivery status and make the experience an enjoyable one. We will make sure she sees this and hope your order arrives right on time.
Good luck getting what you ordered
Their system updated my address after purchase with incorrect details, this is the second order this has happened with. Product is supposed to be shipping back to them but I have not received any update 10 days later. I contacted customer service and they basically flat out lie to you to get you to go away. Meanwhile they have already charged me, so just sitting on the funds i've sent them without delivering product. To also add, using door dash as their shipping partner is insane and probably explains most of the issues.
Edit adressing their reply: Cool story bud, i've contacted Back Country customer service multiple times at this point, they just tell me there is nothing they can do until they receive the order (which i never received ) returned.
30 May 2026
Unprompted review
Reply from Backcountry.com
I am truly sorry this has happened twice now. An address update you did not make, no movement on your return, and a customer service interaction that left you feeling dismissed is not acceptable and we completely understand your frustration. Please call us at 1-801-204-4655 so we can get to the bottom of this, confirm your return status, and make sure your funds are handled correctly.
Marla B Was very helpful in helping…
Marla B Was very helpful in helping find the right size boot.
30 May 2026
Unprompted review
Reply from Backcountry.com
Glad Marla B. was able to help find the right fit. Getting the sizing right matters and we will make sure she sees your feedback.
Customer service you can count on
Return windows that I don't have to worry about and great customer support. I always give BC my business over others.
29 May 2026
Unprompted review
Reply from Backcountry.com
Thank you for the continued trust and loyalty. Knowing we are your first stop for gear means a lot and we look forward to keeping that standard every time.
This company has no motivation to…
This company has no motivation to manage their troublesome shipping process. I had a package that was clearly stuck or lost with their shipper (FedEx). I asked a Backcountry Customer Service agent and a supervisor via chat to contact FedEx to get the package moving. Both flat-out refused to intervene. They lost my business forever.
27 May 2026
Unprompted review
Reply from Backcountry.com
I am sorry we let you down. When a package is clearly stuck, our team should be doing everything possible to intervene on your behalf rather than leaving you without answers. That is not the standard we hold ourselves to. Please call us at 1-801-204-4655 so we can look into what happened and see if there is still anything we can do.
Marla B
Marla B. finally fixed it, after dealing with so many different people. Amazing!
27 May 2026
Unprompted review
Reply from Backcountry.com
We are glad Marla B. was able to get everything sorted for you, even after a longer road than it should have been. We will make sure she sees this and appreciate your patience throughout.
Marla made my experience a great one
Marla made my experience a great one! I will certainly keep shopping at back country
27 May 2026
Unprompted review
Reply from Backcountry.com
So glad Marla made the experience a great one. We will pass your kind words along to her and look forward to helping you gear up again soon.
I used to be their customer
I used to be their customer, but now don't. They’re just blocking my country’s IP. And I’m not even from russia or North Korea.
25 May 2026
Unprompted review
Reply from Backcountry.com
Dmytro, I am sorry to hear you have been unable to access our site and that this has ended your experience with us. This is not the impression we want to leave. Please call us at 1-801-204-4655 so we can look into what is happening with access from your region and see what options may be available to you.
Horrible customer service!! Never order again.
We ordered a couple of items for my son. The package they sent us was for an adult male and had a pair of shorts in it vs the 3 kid items we ordered. This was clearly an error on the companies part but they refused to ship us our original items, that we had already paid for, until they received the adult shorts back and it was a fight to get them to send us a prepaid label!!! When it was their fault!! Just due to the horrible customer service I will never order from Backcountry again or refer anyone to them. Too many other great companies to be dealing with this crappy company!
22 May 2026
Unprompted review
Reply from Backcountry.com
Marie, I am truly sorry this happened. Receiving the wrong items and then having to fight for a prepaid return label when the mistake was ours is completely unacceptable, and I understand why this has cost us your trust. We would like the chance to make this right, so please call us at 1-801-204-4655 if there is anything still unresolved.
Issue with order b5029929876
Hello, I still have not received my order b5029929876; can you please advise; as I have searched everywhere for the package and have not found the package at all please advise as we love Backcountry and buy your products once a week..
Thanks
22 May 2026
Unprompted review
Reply from Backcountry.com
I am so sorry your package has not arrived. We appreciate your loyalty and want to get this sorted right away. Please call us at 1-801-204-4655 and reference your order number so we can track this down and make sure you receive what you paid for.
Very helpful and Patient!
24 May 2026
Unprompted review
Reply from Backcountry.com
Thank you for taking a moment to share this. We are glad the experience felt helpful and patient from start to finish and hope to assist you again soon.
Don’t expect good customer service
Don’t expect good customer service. Had an item show delivered, image clearly is not my door. They told me to check neighbors and if I couldn’t find it to contact the in 4 business days. Very poor service.
Hilarious how the company responds and tells you to call the same number I already did that I got the response from about waiting. How about the company contacts the customer or better yet processes the refund. These responses make people think you resolve the problem.
22 May 2026
Unprompted review
Reply from Backcountry.com
I am sorry about how this was handled. Being asked to wait four business days after a delivery photo that clearly does not match your home is not the response you deserved. Please call us at 1-801-204-4655 so we can look into this now and get it resolved.
Marla B
Marla B. took care of my issues and walked me through the solutions and payment processes very patiently and helpfully. Phenomenal customer service
21 May 2026
Unprompted review
Reply from Backcountry.com
Really glad to hear Marla B. was able to walk you through everything patiently and get it all sorted. That is exactly the experience we want every customer to have. We will make sure she sees your kind words.
Fast and easy
Fast and easy! Marla B helped me get my free item that I completely forgot to add to my cart. Great customer service.
21 May 2026
Unprompted review
Reply from Backcountry.com
Love that Marla B. caught that for you. That kind of attentiveness makes all the difference. We will pass your thanks along to her and look forward to helping you gear up again soon.
Marla B is FANTASTIC
20 May 2026
Unprompted review
Reply from Backcountry.com
Marla B. truly is fantastic and we will make sure she sees this. We appreciate you taking a moment to share it.
30 day warranty is bullshit
Placed an order on April 11th for new biker shorts for a race coming up for this past weekend. The order arrived on my front porch April 20th. The shorts were involved in a crash on May 16th, which was a Saturday. I called on May18th (first thing Monday morning) because after reading their warranty policy of replacement if something shall go wrong within the first 30 days of ownership, and they arrived April 20th so well within those 30 days. Instead I was told by customer service that Backcountry goes by the order date, which was April 11th even though part of their 30 day warranty, 9 days they were in shipping, seems a bit unfair or false advertisement, huh? Where is the fine print? Faulty equipment and management!
18 May 2026
Unprompted review
Reply from Backcountry.com
I am sorry for the confusion around our warranty window, Dena, and I completely understand why counting from the order date rather than the delivery date feels unfair. That feedback is worth raising with our team. Please give us a call at 1-801-204-4655 so we can look at your specific situation and see what we can do to make this right.
Got the sale price 1 week after purchase
Helpful, prompt response. This is the kind of customer service that makes loyal buyers.
17 May 2026
Unprompted review
Reply from Backcountry.com
Really glad to hear the team was able to take care of that quickly for you, Amanda. That kind of responsiveness is exactly what we aim for, and we appreciate you sharing this.
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