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
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
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
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
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Maria B treated me very politely
Maria B treated me very politely, answered my questions and resolved my doubts with great professionalism, kindness and patience
February 28, 2026
Unprompted review
Reply from Backcountry.com
Thank you for taking the time to share this. It is wonderful to hear that Marla brought professionalism, kindness, and patience to every part of your interaction. We will make sure she sees your feedback, and we look forward to helping you again soon.
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Backcountry fails to honor the manufacture warranty.
I bought Atomic Strive 14 bindings from Backcountry and on the 1st day skiing on my new Bent 110's I noticed the toe piece sliders extended outside on each ski and staying in that position, I sent pictures and descriptions to BC's warranty dept and after almost 30 days nothing, no response. Never buy hard goods from BC.
February 3, 2026
Unprompted review
Reply from Backcountry.com
I am so sorry that your first day on the mountain was overshadowed by a binding issue, and even more so that our warranty team has not yet followed up after nearly 30 days. That is not the level of service you deserve, and I sincerely apologize for the delay. I did want to let you know that I have personally reached out to our warranty team and they will be contacting you today to get this moving. If you do not hear from them or need anything in the meantime, please do not hesitate to call us at 1 801 204 4655 so we can make sure this gets resolved
Marla B solved my problem
Marla B solved my problem. She was kind and efficient. Excellent customer service!
February 20, 2026
Unprompted review
Reply from Backcountry.com
Thank you for the wonderful feedback, Brenda! I am so glad Marla B was able to solve your issue quickly and with such care. We will make sure she hears about your kind words, and we look forward to helping you again soon.
Marla B is super helpful and is a…
Marla B is super helpful and is a problem solver! I really appreciate the help!
February 21, 2026
Unprompted review
Reply from Backcountry.com
Thank you for taking the time to share this. It is great to hear that Marla B brought her problem solving skills to your experience and made things easy for you. We will pass your appreciation along to her and hope we can help again on your next adventure.
Reynaldo S did a great job.
Clear, helpful communication and solved my problem promptly. Reynaldo S was wonderful.
February 20, 2026
Unprompted review
Reply from Backcountry.com
Thank you for the great review and for recognizing Reynaldo S by name. Clear and prompt communication is exactly what we aim for, and I am glad he delivered that for you. We will be sure to share your feedback with Reynaldo and the team.
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Reynaldo S was very helpful to speak to…
Reynaldo S was very helpful to speak to over chat on the website, and helped solve my problem. I appreciated his kindness and helpfulness.
February 18, 2026
Unprompted review
Reply from Backcountry.com
Thank you for sharing this, Elena. I am really glad Reynaldo was able to help you through chat and that the experience felt kind and easy from start to finish. We will make sure he knows how much you appreciated his help.
I’m following up to the review
I’m following up to the review. I left several days for Backcountry USA where I documented all the issues I have had where it’s taken 2 to 3 weeks to get product even after all the bad weather. Two weeks ago on two phone calls. I asked to speak with supervisors. I was never given one. I finally got one who was totally useless. So I posted a review and talked about their responsibility. Does not end until the product is delivered to my door. That hasn’t happened since before May by the way. I actually got a response to my posting with a phone number to call. This phone number takes me right into the main menu for what I want to buy. So they just continue to show me they don’t care about my business and they do not understand what a customer is. So based on this ignorant response because they can’t reach out and call me I will never spend another dime with Backcountry USA and probably Competive Cyclist. Except for one person whose name begins with T, they are the worst they make Amazon look good. They are clueless on how to deal with a long-term customer who has spent as much money as I have. And I hope you all who read this except what I’m saying and by elsewhere. Thank you.
February 13, 2026
Unprompted review
Reply from Backcountry.com
I am very sorry that your follow up experience has been just as frustrating as the original issue, and that the phone number we provided did not connect you to the right person. That is an unacceptable response to someone who has been a loyal, long term customer, and I sincerely apologize that we have continued to fall short. We would genuinely like the chance to connect directly with you, review your full order history, and make this right. Please call us at 1 801 204 4655 and ask to speak with a supervisor so we can personally take ownership of your situation from here.
I was having issues applying the 15%…
I was having issues applying the 15% first purchase discount code to a backpack that I was hoping to get for some upcoming travel. Reynaldo S. was extremely helpful and efficient at helping to investigate the issue and was even able to apply the discount for me post purchase. In this economy, its very helpful to save a couple of buck here and there, so I was very grateful he was able to help me out when I thought I was going to miss out on a nice discount. I will absolutely be buying more products from Backcountry because of his excellent customer service. Thank you to Reynaldo!
February 17, 2026
Unprompted review
Reply from Backcountry.com
Thank you for the thoughtful review and for recognizing Reynaldo S by name. I am glad he was able to quickly investigate the discount issue and get the savings applied for you so your travel backpack purchase stayed on track. We will be sure to share your kind words with Reynaldo, and we look forward to helping with your next trip
Fake follow-up by Backcountry.com
I was asked to reach out to backcountry.com to see if we could resolve my concerns over a recent return that I made that was done. What a complete waste of time and energy. They were not willing to do anything. I think they only responded to my review to make it appear as if they were willing to work with me. Do not order from them if you are not 100% sure of the sizing.
February 16, 2026
Unprompted review
Reply from Backcountry.com
Thank you for taking the time to share this feedback. We looked into the issue on our end and identified a solution to get it resolved. We’ll be reaching out to you via email shortly with the details and next steps.
If you need any further assistance after you receive that message, please reply directly to the email and our team will be happy to help.
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Bad Delivery
I recently bought my daughter a $180 North Face vest as a thank you gift for taking care of me after surgery. Backcountry used Doordash to deliver it to her DC apartment, where it was left in front of a security gate, rather than behind the gate as UPS and Fedex always do. It was stolen before she could get it. Backcountry was unwilling to help in any way, so I am out the money with no gift for my daughter. Also, the same vest went on sale three days later for $118. I’m so disappointed in this experience. It’s the worst delivery service I’ve every had.
February 12, 2026
Unprompted review
Reply from Backcountry.com
I am very sorry your daughter’s gift was left in an unsafe spot and then stolen, and that we did not provide the support you deserved when you asked for help. That is a painful outcome, especially after surgery when you were trying to do something thoughtful for her. Please contact us at 1 801 204 4655 so we can review the delivery details and see what options are available to help make this right.
Super easy interaction
Super easy interaction with Marla B, got a price match and I love being able to complete my purchase securely via chat.
February 15, 2026
Unprompted review
Reply from Backcountry.com
Thank you for the great feedback and for calling out Marla B by name. I am glad the price match was easy and that you felt comfortable completing your purchase securely through chat. We will share your note with Marla and appreciate you shopping with us.
Great Customer Service & Support
Marla B was very helpful & resolved my issue quickly without any hassle. Marla was supportive & very empathetic. Marla offered their Summit+ for future purchases & completely understanding when I declined.
February 15, 2026
Unprompted review
Reply from Backcountry.com
Thank you for taking the time to share this. I am happy to hear Marla B resolved things quickly, kept it hassle free, and supported you with empathy while respecting your decision. We will make sure your feedback gets back to Marla.
Marla B helps a lot.
February 14, 2026
Unprompted review
Reply from Backcountry.com
Thank you for the review and for recognizing Marla B. We appreciate you shopping with us, and we are glad she was able to help.
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Company mailed the wrong item. No refund
Company mailed the wrong item. It happens - totally get it. We returned the original shipment and they refused to refund stating "they don't carry that item." Absolutely awful customer service. Do not trust this company. Thank goodness you can dispute card charges. If you get stuck with this company on a refund, go that route.
February 12, 2026
Unprompted review
Reply from Backcountry.com
I am very sorry we sent the wrong item and that your return and refund experience has been so frustrating. That is not acceptable, and we would like the chance to review the return and make sure you receive the refund you are owed. Please contact us at 1 801 204 4655 so we can look into this right away.
The newest owners try to sell cheap clothes at high prices
The newest owners try to sell cheap clothes at high prices by using deceptive ”sale” notices. Returns and refunds are nearly impossible. The Better Business Bureau gives them an “F” rating!
January 15, 2026
Unprompted review
Reply from Backcountry.com
I am sorry to hear you feel misled by our promotions and that your experience with returns and refunds has been difficult. We want our offers and policies to be clear and our support to be straightforward, and your feedback is being taken seriously. If you are willing, please contact us at 1 801 204 4655 so we can learn more about what happened and help with your specific order.
Bad Experience, very fishy. I woulnt' trust it.
They advertise 15% off on your 1st order for signing up for text subscription. The code does come to you but when you try to use it, it doesn't work. Asked them if they could apply the 15% to the cart and send the invoice via email. They said they can't and neither could they offer another code that actually works. Don't fall for the 15% or 20% or whatever they're advertising. It's a hook. Plus the guy wanted me to give him all my information over the chat and he said he'll text me a secure line to pay. (Very fishy). I wouldn't trust giving financial information like that to someone that I don't know on the other end. Just a bad experience in customer service and living up to what you advertise.
February 10, 2026
Unprompted review
Reply from Backcountry.com
I am very sorry for the frustration with the promo code and for anything about that interaction that felt unclear or uncomfortable. We never want you to feel uncertain about how payment is handled, and we would like to review the chat and the offer you received so we can address this properly. Please contact us at 1 801 204 4655 and we will help.
I recently bought a northface puffer…
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 to what I believe to be their affiliate. I will definitely come back here to shop again.
February 9, 2026
Unprompted review
Reply from Backcountry.com
Thank you for the great review and for choosing us for a gift. I am glad the shoes were a hit and that everything arrived well packed and ready to go. We truly appreciate your support and look forward to helping with the next order.
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Excellent .perffect experience
Excellent .perffect experience
Very professional and efficient support
February 9, 2026
Unprompted review
Reply from Backcountry.com
Thank you for taking the time to leave a review. We are happy to hear you received professional and efficient support. We appreciate you shopping with us and hope to help again soon.
I bought a Patagonia coat for my…
I bought a Patagonia coat for my husband for Christmas in November. He opened the coat Christmas and has worn it twice. It is falling apart and the filler is coming out like crazy. I contacted backcountry for an exchange with a non-defective product. The company emailed me back and approved the exchange and or refund in two emails. Then I received an email saying that it was AI who responded and that they would not be issuing a refund or exchange and that I needed to take it up with Patagonia. Beware of their customer service. Do yourself and favor and buy direct not through this terrible website. You could spend hundreds of dollars and they will not stand behind their product.
February 2, 2026
Unprompted review
Reply from Backcountry.com
We’re truly sorry for the frustration and disappointment you’ve experienced with your Patagonia coat and with our handling of your exchange request. That is not the level of service we aim to provide, and we completely understand how upsetting this situation must be—especially after purchasing such an important gift.
We’ve reviewed your interactions with our team and are personally reaching out to ensure a proper solution is provided. Additionally, we’re providing coaching and follow-up with our staff to prevent similar issues in the future.
Our goal is always to stand behind both the products we sell and our customers’ trust in us, and we appreciate you giving us the opportunity to make things right. Please look out for a direct message or email from our team shortly so we can resolve this issue to your satisfaction.
Great customer service
Marla B. was so helpful and fixed my issue in like 5 minutes. Customer service like this is what makes me go to backcountry first when I need to purchase new gear. Thanks Marla!
February 1, 2026
Unprompted review
Reply from Backcountry.com
We can't thank you enough for taking the time to share this feedback! Hearing that our customer service team delivered an exceptional experience is what drives us. We look forward to helping you on your next outdoor adventure!
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