Backcountry.com Reviews 

Marla B. was really helpful. She listened intently, double checked when things still didn't seem right, and ultimately 100% fixed the initial mistakes made by the automated side of the website that was giving me a lot of issues. Trust in customers and the ability to make things right is so important and I was impressed with the handling of my issue.

I received an item that was the wrong size. I placed it back in the original packaging and started the return process. They make you pay shipping to return an item even if the issue is their mistake. Within a few days I was notified via email that my return was received and if the item was eligible for return they would refund the payment to the account I paid with or if they determined the item had been damaged/used I would get store credit. A week passed and no further communication so I contacted customer service. At that point, I was informed there was damage to the item, which if true there was no way I was responsible for, so they issued store credit. No explanation of the damage, no photo evidence, just based on their assessment. Give me a break, 100% scam.

The service, concern, and help that Marla provides is exemplary and she is a wonderful representative for Backcountry. Also, I've found Backcountry has great prices on the products I need, and if they are equal of even slightly more than their competitors, the service they provide makes up the difference

Terrible company with a fake return policy. Even if you return unused items they will make stuff up, not tell you about it, say your return is complete, and not refund you. Then when you follow up they'll make up stuff to say how it was used and you only get store credit back. Anything you buy from this company can never be returned.

Great customer service.

Was assisted by Marla B on a specific promotion I was interested in and she was receptive and quick to resolve my questions. Super satisfied with shopping experience.

Marla B. was great! Super helpful and fast! Backcountry always has great customer service and this was no exception.

There was a sale that started just a few days after I made some purchases and Marla B. helped me complete a price adjustment for the difference quickly and hasslefree

Marla B. was very helpful and provided quick service. Thank you to Marla and Backcountry <3

Marla B. was awesome. Quick to resolve my issues and proactive in helping.

Marla B was friendly, efficient, and addressed my concern inside three sentences. Great great customer service.

WORST EXPERIENCE OF MY LIFE! I purchased skis, took a pictures of them on the webpage when I purchased. NO INDICATION OR WORDING OF FINAL SALE. I needed to return, and had called and asked at time of purchase and they said I could return if I needed to. I tore my knee, can't ski. They have refused the return and will not even allow to speak to a supervisor. They refuse to allow any contact to even DISCUSS with a SUPERVISOR. BUYER BEWARE!!!!! AMEX has been TERRIBLE as they only have CHAT customer service now. Both are HORRIBLE! When I received the invoice they put FINAL SALE ON IT. NO INDICATION BEFORE. I am a CPA who is VERY CAREFUL OF SUCH THINGS. I did buy boots from EVI.com which were FINAL SALE. They said "NO PROBLEM" RETURN THEM and sent a FREE RETURN POSTAGE LABEL and REFUNDED. I would only BUY FROM EVO from now on, but I can't ski after injury. WORST EXPERIENCE EVER! I WOULD NEVER NEVER NEVER BUY FROM THEM! DECEPTIVE PRACTICES!!!

I received an email with a 20% discount code that didn't work. However, Marla B was very helpful in applying the discount and placing the order for me.

I ordered a pair of running shoes in a US size 10. While the order shipped promptly, I received the wrong size—a UK 10 (equivalent to a US 10.5).

I contacted customer service and provided the requested photos. Initially, they refused to send the correct size until I returned the incorrect pair they had sent. After escalating the issue, they agreed to ship a replacement right away.

Unfortunately, the replacement was also incorrect—it was again a UK size 10. I contacted customer service a second time, and they told me they would need to investigate further and would not be sending another replacement.

After waiting two weeks with no resolution, I reached out again and requested a refund. I was then told they would not process a refund until I returned both incorrect pairs via FedEx, which requires a 20–25 minute trip out of my way. I should not have to incur such a time/fuel expense to correct an error on their part.

I am left with two pairs of shoes that don't fit and they are holding my money hostage until I burn my own resources to return them. I have been a customer of this company for a long time but learned they have been recently purchased and the customer service outsourced. Never again will I buy anything from them after this horribly unfair experience.

**Update: I still have not heard back from this company after my last email and the issue remains unresolved as of 05/30/26. Their customer service appears to now be based in Mexico City. Another sad shell of what was once a trustworthy American company. Never dealing with these people again. Oh and the response below is complete BS...they are not interested in resolving this in any way that inconveniences them, despite this entire mess being THEIR error.

Thank you to Marla B. for all of their help!

I am extremely disappointed with Backcountry’s lack of accountability regarding a missing shipment. I placed an order to be delivered to my professional freight forwarder, but the package never arrived despite being marked as "Delivered" by FedEx.

When I contacted customer service, they completely washed their hands of the situation, simply pointing to the tracking status. As the shipper of record, Backcountry is the only party with the authority to initiate a formal trace or request internal GPS delivery coordinates from FedEx. However, they refused to take any action to verify if the package was actually dropped off at the correct location.

My freight forwarder has confirmed that no such package was ever scanned into their system. It is clear there was a carrier error or a misdelivery, yet Backcountry is hiding behind a status screen instead of helping their customer resolve a legitimate loss.

Warning to International Buyers: If you use a freight forwarder or if anything goes wrong with your delivery, do not expect Backcountry to support you. They will take your money and offer zero assistance if the carrier fails. I am now forced to resolve this through a PayPal dispute because the seller refuses to fulfill their basic obligation to ensure the product reaches the buyer.

Avoid this site if you value customer service and shipping security.

The previous chat helper logged out just after responding, preventing me from replying. When Maria took over, she patiently and professionally addressed my issue quickly and effectively.

Extremely helpful!

Thank you Marla B for helping me correct the delivery address.