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
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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
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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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Great help from all the gearheads I…
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 eliminate the need for waxing.
January 17, 2026
Unprompted review
Reply from Backcountry.com
Thanks so much for taking the time to share your experience! We're thrilled to hear that Marla and the rest of our Gearhead team took great care of you. We totally get the disappointment about the ski coating — that’s a cool option we wish we could offer more consistently. We’ll be sure to share your feedback with our product team for future consideration. Hope you have an amazing season out on the snow!
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Smith Sunglasses
Marla B was very helpful at answering my questions and providing insight at which product to pick
January 17, 2026
Unprompted review
Reply from Backcountry.com
We’re so glad to hear Marla was able to help you find just the right gear. She’s a rockstar when it comes to matching customers with what fits their needs best. Thank you for taking the time to share your experience, and we hope your new gear treats you well out there.
Marla B was responsive and helpful
Marla B was responsive and helpful. Site is easy to use. Have been a Backcountry customer since they were founded.
January 17, 2026
Unprompted review
Reply from Backcountry.com
We truly appreciate your continued support over the years and are grateful to have you as part of the Backcountry family. It is great to hear that Marla provided helpful service and that you enjoy using our site. Thank you for being such a loyal customer and for taking the time to share your experience with us.
Great customer service
Had a question to chat about cancelling an order. Marla B. was very helpful and resolved everything that I needed.
January 16, 2026
Unprompted review
Reply from Backcountry.com
Thank you for sharing your experience with us. We are glad to hear that Marla was able to assist and make the process smooth for you. We appreciate you taking the time to leave feedback and hope we can help you find the perfect gear on your next order.
Marla B was very helpful!
Marla B was very helpful!! She answered my questions about two separate things about my order and helped make sure I understood both clearly. She was quick to reply and all around made me feel take care of! Thanks Marla!!
January 16, 2026
Unprompted review
Reply from Backcountry.com
We love hearing this kind of feedback about Marla. She truly goes above and beyond to make sure every customer feels supported and confident in their order. Thank you for sharing your experience, and we are thrilled to know you felt so well taken care of.
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Exceptional customer service with a…
Exceptional customer service with a real, thoughtful human.
January 15, 2026
Unprompted review
Reply from Backcountry.com
Thank you for the kind words. We take pride in providing genuine, thoughtful service, and it means a lot to hear that came through in your experience. We appreciate you choosing Backcountry and hope to help you with your next adventure soon.
Ashton saves the day!
Ashton is a stud! Turned this frown upside-down.. Made my ski boot purchase happen today after providing some additional legwork! Give this man a raise and a powder day bonus! And hire more people like Ashton..
Cheers
January 15, 2026
Unprompted review
Reply from Backcountry.com
We love this review! Ashton will be thrilled to hear your kind words and to know he helped turn your day around. He is a true pro when it comes to going the extra mile for our customers. Thank you for sharing your experience and for shopping with Backcountry. Enjoy those new ski boots out on the slopes!
Good luck
Good luck . One out of every five customer service agents (“gearheads” 🙄) is actually helpful. I had an issue with my original order and was told the delay was because the items must have been lost , that I should reach out to USPS to see why . Then I was told the items ordered were out of stock . I called back and was told none of that correct and was recharged for the item , now in a new order. This time the price on the invoice didn’t match what Backcountry charged my bank . I called back again to be told that they didn’t know why that was and when asked to speak with a manager the rep told me they can’t do that , I’d have to wait 24-48 hours for a call back . After wasting close to three hours of my day , I will never be shopping here again.
January 15, 2026
Unprompted review
Reply from Backcountry.com
Thank you for taking the time to share this feedback, and sincere apologies for the frustration, conflicting information, and time you have had to spend on this. This is not the level of service we aim to provide, and it is very concerning to read about the confusion with your shipment, pricing, and difficulty reaching a manager. We would really like the chance to review your orders and make things right, so please contact our team at 1 801 204 4655 so we can take a closer look and help resolve this
Backcountry "Gearhead" gave me the…
Backcountry "Gearhead" gave me the address of a FedEx to return my items for free and when I arrived, FedEx charged me to print the labels. I also had to email Backcountry repeatedly before they FINALLY gave me a refund, almost one month after returning items.
January 14, 2026
Unprompted review
Reply from Backcountry.com
Thank you for sharing this feedback, and sincere apologies for the confusion with your return and the delay in receiving your refund. What you described with the FedEx label charge and the time it took to process your refund is not the smooth experience we want for our customers. We would really like the opportunity to review your order details and make this right, so please contact our team at 1 801 204 4655 and we will be happy to take a closer look and help resolve things.
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With the new private equity owners this…
With the new private equity owners this shop has really done down the drain. Sad to see but i've moved my shopping pretty much entirely to other places.
January 14, 2026
Unprompted review
Reply from Backcountry.com
With the new private equity owners this shop has really done down the drain. Sad to see but i've moved my shopping pretty much entirely to other places.
I ordered a Patagonia coat for my son
I ordered a Patagonia coat for my son. We are now 1.5 months down the road and I have yet to get it. The first one they sent had a broken zipper-- it took 3 weeks to get a new one, which ended up being the wrong size. We are now 1.5 weeks down the road and the new coat has yet to be sent. It is a nightmare to do returns/exchanges and it all has to go through tedious processes that take forever. I will never use them again
January 12, 2026
Unprompted review
Reply from Backcountry.com
We’re very sorry for the long and frustrating experience you’ve had trying to get the right Patagonia coat for your son—from the defective zipper, to the wrong size, to still waiting on the latest replacement. Returns and exchanges are meant to be straightforward, and current policy even encourages placing a new order right away so the correct item can arrive quickly, but that clearly hasn’t matched your experience here. Please contact us at 1‑800‑409‑4502 or service@backcountry.com with your order details so a specialist can review the full history, confirm the status of the replacement, and work to get the correct coat or a refund resolved as quickly as possible.
Good customer service
Marla B. was friendly and efficient! Price-matched another site
January 9, 2026
Unprompted review
Reply from Backcountry.com
Thank you for your feedback! It’s great to hear Marla was both friendly and efficient while helping you secure a price match with another site. Backcountry’s Lowest Price Guarantee is designed for exactly this kind of situation, and we’re glad it worked smoothly for you
Awful service
Awful service. I purchased a coat for someone as a gift and then learned that person had already purchased a coat, so the one I purchased was no longer needed. I went through their system and the return was sent back to them in a few days. 60+ days later they have acknowledged the item has been returned in their system, yet after 5 calls and weeks later still no refund. Unfortunately, this isn’t the first time I’ve dealt with them on holding funds way past the legal time frame. They are awful to deal with.
January 9, 2026
Unprompted review
Reply from Backcountry.com
We sincerely apologize for the repeated frustration you’ve experienced with this gift return and the delay in receiving your refund. A return that shows as received in the system should be processed well within the normal return and refund window, and having to follow up multiple times is not acceptable. Please contact us at 1‑800‑409‑4502 or service@backcountry.com so a specialist can review your return history, confirm the refund status, and ensure any remaining funds are issued back to your original payment method as quickly as possible.
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Marla B was awesome
Marla B was awesome. So fast, so knowledgeable and she immediately helped me to find the right bindings for my style, set up, etc.
January 9, 2026
Unprompted review
Reply from Backcountry.com
Thank you for sharing this awesome feedback! It’s great to hear Marla was able to quickly dial in the right bindings for your style and setup with such knowledgeable support. Expert Gearhead advice is a big part of what the team aims to provide, and we’re glad it made a difference for you.
Shameful Customer Service and Zero…
Shameful Customer Service and Zero Accountability — Backcountry Has Lost My Trust
I’ve been a loyal Backcountry (and Competitive Cyclist) customer for many years, but after this experience, I will never use them again. My wife’s Backcountry account was hacked, and the thieves used her saved credit card information on Backcountry’s site to order boots shipped to the Northeast. Despite this being a clear security breach on their own platform, Backcountry refuses to acknowledge any responsibility.
What’s worse is their total lack of integrity in handling the issue. They promise call-backs that never happen. They refuse to let you speak to a customer service manager. They committed to issuing credits as a resolution, but those never materialized. Every single time you reach out, they deflect blame to the bank or the credit card company — anything to avoid owning their part in this hack.
It’s easy for a company to look great when things go smoothly. The true test comes when something goes wrong. Backcountry failed that test miserably. Everyone makes mistakes, but how you respond to them defines your business. Backcountry has chosen denial, avoidance, and finger-pointing over accountability and customer care.
If this is how they handle compromised accounts and stolen credit card information, think twice before trusting them with yours. Backcountry’s lack of cyber security — and their unwillingness to take responsibility — is deeply disappointing.
December 18, 2025
Unprompted review
Reply from Backcountry.com
We are truly sorry for the distress and loss of trust this situation has caused you and your wife, especially after being loyal customers for so many years. No one should feel that their concerns about a compromised account and unauthorized charges are being dismissed, and the missed callbacks and unfulfilled credit commitments you describe are not the standard of service we aim to provide. Please contact our customer support team at 1‑800‑409‑4502 or service@backcountry.com so a specialist can review the account activity, coordinate with your bank as needed, and work through a clear resolution with you. We do have supervisors and managers available to speak with you directly, and we are committed to making sure you are taken care of and that your concerns are fully addressed.
Reynaldo S was extremely helpful and…
Reynaldo S was extremely helpful and efficient. He quickly understood what I needed and efficiently took care of placing my order. He was also understanding that I didn’t want to pay for the return label since I was doing an exchange (and your AI response said the label was free for an exchange).
January 5, 2026
Unprompted review
Reply from Backcountry.com
Thank you for taking the time to share this, and it is great to hear that Reynaldo was so helpful, efficient, and understanding while placing your order. Feedback like yours is really appreciated, especially around exchanges and return labels, and will be shared with the team to help keep the experience clear and consistent. We are glad Reynaldo was able to get everything taken care of for you and hope you enjoy your new gear.
Gearhead Reynaldo S
Gearhead Reynaldo S was very knowledgeable and helpful. He was prompt in answering my questions.
January 7, 2026
Unprompted review
Reply from Backcountry.com
Thank you for sharing this kind feedback about your experience with Reynaldo. It is wonderful to hear that he was both knowledgeable and quick to respond to your questions. We appreciate you taking the time to let us know, and we hope your new gear works out perfectly for you.
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Backcountry will ship your items via…
Backcountry will ship your items via Ontrtac delivery service. Well known or stealing and losing packages. Well mine was sent back to vendor withiut my knowledge. Same issue with 2 other deliveries in same month. DO NOT ORDER FROM BACK COUNTRY UNTIL THEY CHANGE THIER SHIPPER
January 5, 2026
Unprompted review
Reply from Backcountry.com
We’re very sorry for the repeated delivery issues you’ve experienced and for your package being sent back without your knowledge. Your frustration is absolutely understandable, especially after multiple problems in a single month. Please contact us at 1‑800‑409‑4502 or service@backcountry.com so we can review your recent orders, address any missing or returned shipments, and escalate your carrier concerns internally.
After getting disconnected several…
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 got done what I needed and I’m so grateful.
January 4, 2026
Unprompted review
Reply from Backcountry.com
Thank you for sticking with us and for sharing this experience. While it’s clear the repeated disconnects and timeouts were very frustrating, it’s great to hear Marla was able to step in, get your order submitted, and turn things around. We appreciate your patience and your kind words about her help.
Reynaldo S
Reynaldo S. was excellent! Exceptionally helpful, patient, and kind. Backcountry's return/exchange policies are top notch–very customer-friendly. Thank you Reynaldo!
January 4, 2026
Unprompted review
Reply from Backcountry.com
Thank you for sharing this wonderful feedback! It’s great to hear Reynaldo’s patience and kindness stood out and that our return and exchange options felt straightforward and customer‑friendly for you. We’ll be sure to pass your thanks along to him and the team.
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