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
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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
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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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Marla was super helpful and provided…
Marla was super helpful and provided multiple options to help fix an interesting shipping mishap.
February 1, 2026
Unprompted review
Reply from Backcountry.com
Thank you for being a valued member of the Backcountry community! We're so glad our team could help make your shopping experience great. We love supporting adventurers like you—here's to many more incredible trips!
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Ordering was easy, Shipping not so easy!
Ordering was easy! shipping not so easy. It took 4 days for a shipping label to made for order. Another 4 days for package to make it to local area for delivery. Package was sent out on day package was to be delivered. Doordash did not make delivery. Tracking said unable to deliver. Unable to deliver was not on my end. Package sent back to local hub. Waiting for Doordash to pick up package so it can be delivered. Doordash did not have a schedule for delivery. Very frustrating experience.
January 31, 2026
Unprompted review
Reply from Backcountry.com
We truly appreciate you taking the time to share this feedback, and we sincerely apologize that we fell short of your expectations. Your experience doesn't reflect the level of service we strive to provide every customer. Please reach out to our team directly at 1-800-409-4556, and we'll make this right immediately. We value your business and want to restore your confidence in us.
Backcountry Customer Service - great; shipping? Not so much
My shopping with backcountry.com was fine - the shipping however was a nightmare. The item never actually shipped and tracking I received continued to push out. I would be weary of using their shipping method (via DoorDash). However I had a great experience with their customer service, Reynaldo S., who was proactive in helping me file a claim and issuing a refund. If it wasn't for him I would have been a little more upset about the situation. Ultimately had to order my need from a different supplier.
January 30, 2026
Unprompted review
Reply from Backcountry.com
I am very sorry for the frustrating shipping experience and the repeated delays with your tracking, especially when you needed your order in a timely way. I am glad to hear that Reynaldo was proactive and helpful in getting your claim filed and refund issued, and I will make sure your kind words are passed along to him. Your feedback about the carrier is important and will be shared with our shipping partners as we review how we can improve delivery reliability. If you would like us to take another look at your case or have more details to share, please contact us at 1 801 204 4655.
Fast responses
Marla B. Is awesome! Fast responses, didn’t ask unnecessary questions. Fixed it immediately. Very friendly.
January 29, 2026
Unprompted review
Reply from Backcountry.com
Thank you for sharing this and for calling out Marla by name. It is great to hear she was fast, straightforward, and able to fix everything right away while keeping things friendly. We will make sure Marla sees your kind words, and we hope we can help you out again soon.
Order is running late to find out today…
Order is running late to find out today its lost incompetent company!!! Buyer beware!!!!
January 30, 2026
Unprompted review
Reply from Backcountry.com
I am very sorry your order was delayed and then reported lost, and that this has left you feeling so frustrated. This is not the experience we want anyone to have when they trust us with an order. We would really like the chance to review what happened and work on a solution for you, so please contact us at 1 801 204 4655 and we will do our best to make it right.
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I’ve had a terrible experience ordering…
I ordered my husband a bunch of gear, but they sent my entire order to someone else and then sent me someone else’s order. It was incredibly frustrating to get them to help me. Finally, they reshipped my gear, but they sent me a confusing message saying that several items in my order (which had been delivered to a random person) were out of stock and I needed to choose different items. To top it off, Arturo, the gearhead, was extremely rude and sassy to me even though I was nothing but kind and understanding. I rarely write reviews, but this was truly outrageous.
January 26, 2026
Unprompted review
Reply from Backcountry.com
I am so sorry for the shipping mixup, the confusing communication about out of stock items, and especially for the rude treatment you received from Arturo when you were being patient and understanding. This is absolutely not the kind of care we want to provide, and your detailed feedback will be shared with our leadership team immediately. Please contact us at 1 801 204 4655 so we can personally review your order, confirm everything was reshipped correctly, and work to restore your trust in us.
I received a gift card for Backcountry…
I received a gift card for Backcountry this Christmas, though it would not work on the site and so I messaged a Gearhead and they said they'd ordered for me. I wasn't able to find the order on the site, so I messaged a gearhead again and they let me know that I still had an amount leftover on the order that the gift card had not covered. It is frustrating that the employee who completed my order didn't let me know that, but I paid the leftover charge and thought I was good to go. After the expected shipping time passed and I still didn't have my package or any update, I messaged a Gearhead again. They told me that my card was declined, though I was able to provide a screenshot of the charge on my card to prove that wasn't the issue. The Gearhead eventually found that multiple items from my order were no longer in stock, so it couldn't be sent. None of this would have been much of an issue to me if it didn't require me reaching out over and over again to get any movement on my order. I'm sure the gear heads could have done better, but I'd say there is a systemic issue if I talked to multiple employees and a resolution still took all those attempts. To make it worse, I had to try multiple times with the payment, so three different employees looked at my order and were unaware that the items I ordered were unavailable. It's also frustrating that even after I ordered those items they apparently weren't reserved? It was a painful process all the way through and all they did was refund my card (hopefully) and give me a credit on my account for the amount of the gift card. It was an absolute mess and they offered no compensation to try and make up for any of it. Needless to say, I will not be shopping at backcountry again.
January 24, 2026
Unprompted review
Reply from Backcountry.com
I am very sorry for the confusion and repeated frustration with your gift card, payment, and the items going out of stock, especially when you had to keep reaching out for updates. This is not the clear communication or smooth experience we want for you, and your detailed feedback helps us see where our process needs to improve. If you are open to it, please contact us at 1-801-204-4655 so we can review your order details and do our best to make things right.
Great communication
Great communication, very positive interaction with Marla B. Made the whole sale easy-peasy!!
January 25, 2026
Unprompted review
Reply from Backcountry.com
Thank you so much for sharing this and for shouting out Marla by name. We are thrilled to hear the communication was clear and the whole sale felt easy from start to finish. We will be sure to pass your kind words along to Marla and the team, and we hope we can help with your next adventure soon.
Marla B is awesome
Marla B is awesome, so helpful, fast and responsive with specific questions about gear, and helped me with prices as well. friendly and great!
January 25, 2026
Unprompted review
Reply from Backcountry.com
Thank you for taking the time to share this and for recognizing Marla by name. It is great to hear she was fast, helpful, and dialed in on the right gear and pricing for you. We will make sure Marla sees your kind words, and we cannot wait to help you get ready for your next adventure.
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Marla B is the best customer service rep
Marla B was the most pleasant customer help experience I have ever had. She was on top of every question and there wasn’t a question she didn’t have an answer to. The customer service was truly remarkable.
January 25, 2026
Unprompted review
Reply from Backcountry.com
Thank you so much for sharing this and for highlighting Marla by name. It is wonderful to hear she was on top of every question and delivered such remarkable service. We will be sure to pass this along to Marla and the team, and we look forward to helping with your next adventure.
20% off 1 full price item, except any item you might want.
I'm a long time Summit Club member who just unsubscribed from all Backcountry email lists. Their 20% off coupon sales are a joke. "Exceptions apply". Yes, anything you might possible want is excepted from the sale.
January 24, 2026
Unprompted review
Reply from Backcountry.com
I am very sorry that our promo emails and coupon exclusions have left you feeling misled, especially as a long time Summit Club member. Your feedback about how the offers are presented is important, and we will share it with the teams that manage our promotions and fine print. I would really appreciate the chance to review your account, the specific offer you tried to use, and see what we can do to rebuild some trust, so please contact us at 1-801-204-4655 to talk with us directly.
Got a used product
Got a used product. The initial solution proposed by the customer service was only $25 refund which was not considerate. After almost an hour of chatting, finally got a satisfactory solution that compensated the inconvenience caused by the bad shopping experience.
January 24, 2026
Unprompted review
Reply from Backcountry.com
I am very sorry that your order arrived in used condition and that it took so long to reach a solution that felt fair to you. That is not the experience we want anyone to have when shopping with us. I appreciate you sticking with the conversation until things were made right, and we will use feedback like yours to improve how we handle situations like this. If you would like us to review your case in more detail, please contact us at 1-801-204-4655 so we can continue to make this right.
Marla B
Marla B. was really helpful in answering my very specific questions about 2 mountain bike tires.
January 24, 2026
Unprompted review
Reply from Backcountry.com
Thank you for the great feedback and for mentioning Marla B by name. I am glad she could jump in and answer your detailed questions so you could feel confident choosing the right tires. We will make sure Marla sees your note, and we would love to help with your next ride as well.
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Marla was so helpful and quick to…
Marla was so helpful and quick to support
January 22, 2026
Unprompted review
Reply from Backcountry.com
Thanks for sharing this. It’s awesome to hear Marla was so helpful and quick to jump in and support you. We really appreciate you taking the time to recognize her and are glad you had such a smooth experience with our team.
Great Help on lost items
I had a problem with an order that was mysteriously not logged into the system but I was sent all the shipping information and my card was charged. Backcountry graciously has offered to send me the same order again. Yay!
January 21, 2026
Unprompted review
Reply from Backcountry.com
Thanks for sharing your experience, and we’re glad to hear the shipping and billing mix-up was resolved. It’s great that we were able to resend your order and turn things around. We really appreciate your patience and the chance to make it right—hope you enjoy your gear!
Marla B.was a huge help with an order…
Marla B.was a huge help with an order that I accidentally canceled. She came through, replacing the order and credit from the original order. I didn’t have to do anything other than confirm my payment method. She took care of the rest with ease.
January 22, 2026
Unprompted review
Reply from Backcountry.com
Thank you so much for sharing this kind feedback about Marla B. It is great to hear she was able to quickly sort out your accidental cancellation, rebuild the order, and apply the credit without any extra work on your end. We will make sure she sees your shoutout and we are glad everything was taken care of so smoothly.
Great first experience
Reynaldo really helped me out with shipping when I was in a pitch. I could not sign for my packages and my trip is the following day. His actions helped calmed my nerves. I am feeling genuine great about my purchase/experience with Backcountry. Thank you!
January 22, 2026
Unprompted review
Reply from Backcountry.com
Reynaldo really helped me out with shipping when I was in a pitch. I could not sign for my packages and my trip is the following day. His actions helped calmed my nerves. I am feeling genuine great about my purchase/experience with Backcountry. Thank you!
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Knowledgeable person was great and very…
Knowledgeable person was great and very helpful. But the first person I talked to I had to do some research and it was only a minute or two that went by and it was ready to cut me off so the chat bot thing was not very friendly it didn't let me finish on my own
January 18, 2026
Unprompted review
Reply from Backcountry.com
Thank you for the feedback and for recognizing the knowledgeable person who was able to help you. At the same time, apologies for the frustration with the chat timing out while you were still looking into things—that’s not the kind of experience we want our tools to create. If this happens again or you’d prefer to continue the conversation another way, you can always reach a Gearhead directly by phone at 1‑800‑409‑4502 or by live chat through our Help Center so we can make sure you’re fully taken care of.
What made my experience great was the service, and the pricing.
What made my experience great was how much time their representative was willing to take to help me find the best option for me.
This company is doing outstanding by having a massive variety of options and by having representatives available through the chat who make it all simple and tailor suggestions specifically for your desires.
January 18, 2026
Unprompted review
Reply from Backcountry.com
Thank you for such a thoughtful review! It’s wonderful to hear our representative took the time to walk through options with you and tailor recommendations to what you really needed. Offering a wide range of gear and pairing it with personalized, chat-based guidance from our Gearheads is exactly the type of experience the team works hard to deliver, and it means a lot to know it made your shopping easier
Reply from Backcountry.com
Thank you for sharing this! It’s great to hear Marla was able to help you get your order placed smoothly and provide such helpful support along the way. We appreciate you choosing Backcountry and taking the time to leave this feedback
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