Steep and Cheap Reviews 70

she was very speedy at resolving my issues and super patience & understanding! great customer service

Learned my lesson to never buy things from Steep and Cheap in multiple sizes to see what fits best and return others. Bought ski bibs and jackets...only one jacket fit so I returned the rest. Never heard about my refund until I reached out to customer service. Was told that there were signs of wear and I would only receive store credit. I didn't even try one of the bibs on. They never communicated this to me (my refund status still says it is processing and there is no proof that I even have store credit). Clearly a way for them to get you to purchase items, claim signs of wear, and only issue store credit.

I ordered a pair of Salomon shoes from Steep & Cheap. I paid $140 give or take. I never received them. Period.

The package was marked “delivered” with a photo showing it sitting on my front porch. By the time I went outside, it was gone—stolen. Welcome to modern America. This isn’t rare, and any competent online retailer knows that.

What is rare is how aggressively Steep & Cheap refused to take responsibility.

I contacted customer service immediately. Silence. Completely ignored. After nearly two weeks, I followed up and finally got a response—only to be told that they “don’t do anything for stolen packages” and that I should file a claim with my homeowner’s insurance or deal with DoorDash, the third-party delivery service they chose to use.

That is insane.

I did not pay my homeowner’s insurance for shoes. I did not contract with DoorDash. I paid Steep & Cheap for a product that never arrived. End of story.

No refund.
No replacement.
No investigation.
No assistance.

Just a corporate shrug and a polite way of saying “f*** you, we already got paid.”

Telling a customer to open an insurance claim over a $160 retail purchase is beyond unreasonable—it’s a blatant refusal to stand behind your own sale. It’s outsourcing accountability and hoping customers give up.

This experience feels less like bad customer service and more like legalized theft. Once they have your money, you are apparently on your own—even when they can clearly see the package never made it into your possession.

If you’re thinking about ordering from Steep & Cheap, understand this very clearly: delivery risk is 100% on you, and they will not help you if something goes wrong.

I will never order from this company again, and I strongly recommend others think twice before trusting them with their money.

Beware - refund took awhile to receive and I never received confirmation of my store credit until I chatted with text support almost a month later! Also, store credit expires in 1 year, which they don’t tell you when you’re given the refund options. Not pleased with the return and refund process.

Extremely disappointing customer service experience.

Steep & Cheap claimed my package was delivered when it was not. When I questioned this, they then claimed it was “stolen” and told me to file a claim with my homeowner’s insurance — even though the delivery photo they provided was not of my address. I pointed this out multiple times, and they refused to acknowledge or investigate the discrepancy.

The chat representative was rude, unprofessional, and condescending, and showed no intention of helping resolve the issue. I spent roughly 30 minutes going in circles with no resolution or accountability.

After that experience, I used their “Email Us” feature to formally report the issue and request help, and never received a response. The complete lack of follow-up only reinforced how poorly this situation was handled.

Overall, a frustrating and unacceptable experience that has made me reconsider ordering from them again.

Answered all my questions and resolved an issue. Good service convinced me to buy,

They're quick to take order but slow to get them out and they make cancelation virtually impossible unless it's done immediately after placing order, even 30 minutes afterward it too long. I paid extra for fast shipping but they still took a while to get it out and even though it hadn't shipped, they wouldn't let me cancel online or by phone. Return policy would eat up so much $$ that I just kept the item even though I didn't need it. I hope to remember not to buy from them again.

“Order not delivered, no help from company. I had an order through Steep & Cheap that never arrived at my address. I contacted their support multiple times, but they refused to investigate the misdelivery or offer a refund. I even filed a police report for the missing package. In the end, I only got my money back by forcing a chargeback through my credit card, since Steep & Cheap wouldn’t take responsibility. Extremely disappointed – I expected better customer service from a Backcountry-owned store.”

Aaryn B was very friendly and helpful in assisting me to me locate my order even though I did not have the number. As well as resolving the issue I had. Thanks Aaryn!

Aaryn B. was a wonderful help to me!

I recently purchased an item that was final sale, not realizing it was "final sale". The item was made by Marmot, who used to make higher quality clothing... This item was absolutely horribly made. I've seen better quality clothing through Walmart. No joke. Unfortunately upon trying to return this item I found out it was not returnable. Shame on Backcountry, who happens to own Steepandcheap, and shame on Marmot for putting out crap! I will not be buying from these venders in the future.

Ordered a bundle - skis, boots and bindings. Received an email that the skis were out of stock. I cancelled the order and was told I would be issued a refund (have the email from Isabelle to prove this). Skis showed up at my house and Janet from the online chat refused to give me a refund. Would only give store credit - do NOT purchase from them!! Such a headache!!

Steep and Cheap does not honor their return policy.

I am writing this review as a warning to potential customers. I ordered two pairs of climbing shoes and a harness 10 days ago.
Wrong Delivery: On the scheduled delivery day, FedEx sent a "delivered" email with a photo of the package on a porch that was not mine. The house number was not visible, but it was obviously the wrong location.

FedEx Failure: I first called FedEx, who informed me that Steep & Cheap had selected an "economy" shipping tier so basic that they (FedEx) would not offer any support. They then hung up on me.
Customer Service Failure: I then called Steep & Cheap. The initial agent I spoke to offered to resend the package using 2-day shipping. Given that I had already waited 10 days for an item I never received, I requested they expedite it overnight due to the inconvenience.

Escalation & Reversal: My request triggered an escalation to a supervisor, Javier. Instead of helping, Javier revoked the initial agent's offer to resend the items. He stated that policy required me to wait "at least two business days" (until EOD Tuesday) before they could offer any assistance, including a refund or replacement.

Refusal of Proof: Javier told me there was "no way of knowing" if the package was delivered incorrectly, even though I had the FedEx photo and offered to send him a photo of my own porch to "spot the difference." He refused.

He left me with two unacceptable options: wait indefinitely, or file a 10-14 business day claim with FedEx. There was zero sympathy for the fact that my money was tied up (preventing me from buying the items elsewhere) or that I needed the gear for a climbing class.

I was forced to initiate a credit card dispute to resolve the issue.

The price is so good, order on Thursday night and got them on Saturday, I am really happy how fast it take to delivered. Would definitely come back for more gears

I bought a canopy tent, the measurements were not clear, the part that protects you from the sun was minimal and the design pretty faulty, returned the product and the didn't hear back from them, had to reach out to learn that they had not accepted my return. Customer service is rude in every step and not helpful at all

This is a dishonest fraudulently company. I purchased a backpack and returned it because it did not fit. I only tried it out at home and returned it within days. I returned it in brand new condition on the original package with all tags intact. They refused to give me a refund saying that although the bag was ok the tags were missing. Completely made up excuse. Never purchasing anything from turn again.

Steep & Cheap charges shipping when you buy and when you return. This is not communicated clearly upfront. Unless you’re sure of the size you are ordering don’t use this site. I asked to speak to a supervisor and was brushed off with deflecting statements. I won’t be shopping here again. I expect more from you, Backcountry.

I was confused about my return amount so I called customer service. My return amount seemed incorrect. The customer service rep told I was being charged for the shipping of the product to me ($13.95) AND charged for returning the items ($8.99). When I reviewed their return policy I see nothing mentioned about being charged for both shipping cost. Steep & Cheap needs to make this clear on their website. I was OK with being charged $8.99 for the return label. But paying $22.98 for ALL the shipping is not what I expected. I will not be shopping with Steep&Cheap again since this is not clear to shoppers. No one likes a misleading company. They need to rewrite their return policy.