Complaints

This profile includes complaints for Backcountry.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Backcountry.com

  1678 Redstone Center Dr Ste 210 Park City, UT 84098

• 

  Backcountry.com

  2607 S 3200 W Ste A West Valley City, UT 84119-6582

• 

  Backcountry.com

  1136 S 3600 W Ste 600 Salt Lake City, UT 84104-6528

• 

  Backcountry.com

  1678 Redstone Center Dr Ste 210 Park City, UT 84098-7614

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/08/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I can’t believe I’m still dea***g with this ridiculous situation regarding my jacket order! It’s been almost two months, and I’m beyond frustrated. After waiting so long, I finally reached out, and they initially agreed to refund me, which gave me a glimmer of hope. But then, out of nowhere, they completely reversed their decision and refused to issue the refund! How is that even acceptable? It feels like they’re playing games with my money and my time. I trusted this company to deliver a product, and instead, I’ve been met with nothing but disappointment and poor customer service. It’s infuriating to think that they can just disregard their customers like this. I deserve better, and I won’t let them get away with it! It’s absolutely outrageous that a company can operate this way, leaving customers in limbo while they pocket our money. I’ve been more than patient, but this is beyond unacceptable. I feel like I’ve been taken advantage of, and it’s infuriating to think that they can just ignore my concerns and refuse to take responsibility for their mistakes. I shouldn’t have to fight for what’s rightfully mine!

  Business Response

  Date: 04/15/2025

  Hi there ***,

  Thanks for reaching out, and we would love to take a look into the issues you are having, would you mind sharing that order details so we can take a look at this? It looks like there is no order number attached to the BBB issue filed, and there are no orders in our system under the email address provided "**********@gmail.com".

  If you are able to get us some details to take a look we would be happy to look into this!

  Regards,

  Backcountry.com Customer Service 

  Customer Answer

  Date: 04/18/2025

  I made a return for an order and I never got my money back even tho the tracking shows delivered 

  Business Response

  Date: 04/18/2025

  Hi ***,

  Tracking can be found below which shows it has not been delivered. The item received by ***** does not match the weight of the item that was sent out to you so we are unable to take any further action on this until we receive the item at our warehouse and it is processed by our returns team.

  ***********.fedex.com/fedextrack/?trknbr=************&*******=*****~************~****

  Customer Answer

  Date: 04/21/2025

  ************ Is the ***** tracking # has been over a month I returned this it’s not letting me add the screenshot but this is the tracking number ************

  i even got an email stating return was on its way back 

  Business Response

  Date: 04/22/2025

  Hi ***,

  The tracking number provided is the same as the one ***ked in our prior message, this tracking does not show the item delivered. The item received by ***** does not match the weight of the item that was sent out to you so we are unable to take any further action on this until we receive the item at our warehouse and it is processed by our returns team.

  Regards,

  Backcountry.com Customer Service

• Initial Complaint

  Date:04/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My order was returned on 03/27/2025 under ***** tracking number ************. I have contacted their customer service numerous times, but my refund has still not been processed. I have several emails from them stating that a refund would be processed. I am beyond frustrated at this point and have filed a dispute with my credit card company regarding this matter

  Business Response

  Date: 04/15/2025

  Hi there **********,

  It looks like that was delivered on  3/27 and due to the nature of the item it was authenticated, it was found to be in used condition on inspection, however this was refunded on 4/4 due to a previous conversation you had, had with a Gearhead via chat in March. 

  This refund was issued on 4/4/25, a few days before you filed this with BBB, depending on your card issuer refunds can take 3-5 business days to appear on your card. If you still have not seen that refund please let us know and we can provide the transaction number from when that was transmitted to your card issuer.

   

  Regards,

  Backcountry.com Customer Service

• Initial Complaint

  Date:03/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Contacted company regarding a fraudulent transaction. **************** refused to help correct the problem.

  Business Response

  Date: 03/07/2025

  Hi *****,

  I appreciate you reaching out regarding this issue. After reviewing the call recording, it appears that there was a bad connection, and the agent was unable to hear you clearly during the conversation. Im sorry for any frustration this may have caused.

  
  If you did not place this order, we strongly recommend reaching out to your card issuer as soon as possible to report your card as compromised and dispute the transaction as fraudulent. Unfortunately, we are unable to cancel or refund unauthorized transactions on our end, as the cardholder's bank must initiate the dispute process.

  
  If there's anything else we can assist with, please let us know.

  Backcountry.com Customer Service

• Initial Complaint

  Date:02/15/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Attempted to buy a sleeping bag and pillow. The customer service agent provided me with a discount. I provided my information and at the time thought transaction was completed because I was provided the receipt and order number. Later that night and received an email. Essentially saying there was an issue with my card (never ran it, because I checked) and they were not able to give discounts on the products I bought. They made a mistake, now they have lied to me and backing out of the transaction. I have been lied to and Backcountry.com is not standing behind their mistake. They said there was an issue with my card. I work for the bank and come to find out they never tried to run my card, that was their excuse so they didn’t have to fulfill my order. So instead of standing behind their mistake they would rather loose the entire sell and future sells, not only from me, but others.

  Business Response

  Date: 02/17/2025

  Hi ****,

  I’m really sorry for the frustration and confusion around your order. That’s not the experience we want you to have, and I completely understand why this would be disappointing.

  
  We’re reaching out to make this right and get your order set up with the discount you were originally offered. Our team will work with you to ensure everything goes through smoothly this time. A Gearhead has reached out to you and left a voicemai lto get this set up correctly, there was an issue with your payment the first time around. Please give us a call back to set payment up and we will get this shipped out with 2 day shipping on us.

  Sorry for the issues here,

  Bakcountry.com Customer Service

• Initial Complaint

  Date:02/14/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Unauthorized charge of $226 deducted from my bank account on 2/11/25. Called merchant phone number listed on bank statement on 2/13/25. Waited on hold for 20 minutes. When customer service agent answered the line, I explained I just found an unexpected charge from backcountry on my bank statement and would like help finding the order associated with it. The customer service agent listened to my request then hung up on me.

  Business Response

  Date: 02/19/2025

  Hey there ****,

  
  Im sorry to hear about your experience and the unexpected charge. Wed be happy to take a look and see if we can locate the associated charge for you. Due to card security safeguards, were unable to request or discuss card details over BBB, but if you call or chat back in with us, we can securely gather the necessary details to look into this further. We will need the last four digits of the card number, the date of the charge, the name on the card, and the exact amount of the charge on order to look this up.

  
  You can reach us at ************ or through our live chat at Backcountry.com. Were happy to help!

  
  Best,

  *************** Customer Service

• Initial Complaint

  Date:02/05/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for a pair of snow bibs and paid for expedited shipping to make sure i received them by the time i left for a trip to northern michigan. The package did not arrive on time so i reached out to Backcountry to ask what my options were. They said they could reroute the package to the hotel i am staying at. They were to be delivered on 1/19/25. That delivery did not arrive. I left the resort on 1/20/25. I was notified that the package was delivered to the hotel on 1/21/25. I reached out to backcountry to ask for a refund and was told that i need to track down the package. I have not been able to get the package from the hotel. I paid the retailer in full for the item and expedited shipping, the retailer missed 2 consecutive delivery windows. I did not receive what i paid for and the agreement was not honored by the retailer.

  Business Response

  Date: 02/10/2025

  Hi there,

  Thanks for reaching out. We understand how frustrating this situation must be, and we appreciate your patience while we sort it out.

  We attempted to contact the hotel, but their shipping department was already out for the day. Once we’re able to confirm whether they have the item or if they’ve sent it back to us, we’ll be able to process a refund accordingly. We’ll follow up as soon as we have an update.

  Let us know if you have any questions in the meantime!

  Backcountry.com Customer Service

  Customer Answer

  Date: 02/11/2025

   
  Complaint: ********
  
  I am rejecting this response because: I have fulfilled my part of the agreement with Backcountry. I paid for the item, paid extra for shipping, reached out when the first shipment did not arrive on time and was advised to reroute the package to my hotel. The package was late for the second time and i had already left the hotel. Why is the refund dependent on whether or not backcountry can track down the item? This is an issue between Backcountry and their shipping vendor that I am the one paying for.  They have already demonstrated twice that their shipping vendors are not up to the task. 
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 02/11/2025

  Hi there ****,

  Shipping is looking into the package, once we confirm that the package was not picked up we will refund this regardless of if they still have it, as long as it was not picked up. We will process that and follow up once we hear back from the hotel on the inquiry.

  Thanks,

  Backcountry.com Customer Service Team

• Initial Complaint

  Date:01/29/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i returned my entire order, it arrived opened and damaged. I told the agent three items were missing from it, one was refunded, two more i STILL do not have a refund for. When i returned the rest of the order because it was dirty and a MESS. I followed up with them because i got an email my return has been received and i would be refunded, a week went by, ZERO refund. Keep in mind this is north of $700 still due to me. I reach out, and they said because a coats tag was rettached they can only do in store credit for this $300 coat, it is NOT my fault this tag was not attached FEDEX was at fault, i need all my funds back to my card, i am so livid with this entire process and i am just told, we need "some time", it has been weeks!!!

  Business Response

  Date: 01/30/2025

  Hi *****,

  I understand your frustration and want to clarify the situation. After reviewing your return, we found that the Ugg boots you sent back were not the same ones we originally shipped. Because of this, they have been returned to you. Additionally, the coat was received in used condition without tags, which is why it is only eligible for store credit rather than a refund.

  
  Regarding the missing items, our warehouse conducted an audit before your order was shipped, confirming that all items were packed in the box. I’ve attached a screenshot of that audit for your reference.

  At this time, we are unable to issue additional refunds beyond what has already been processed. If you have any further questions, feel free to reach out.

  Regards,

  Backcountry.com Customer Service

  Customer Answer

  Date: 02/11/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  THIS DID NOT HELP ME AT ALL
  Sincerely,
  
  ***** *****

  Business Response

  Date: 02/11/2025

  Hi there *****,

  
  At this time we are unable to process any further refund due to the items being sent back not matching the items sent out and our audit showing that items were sent as ordered. Additionally tracking shows that the package was delivered in a dry and intact state, as such we are unable to consider this package as a damaged and wet delivery, since it was delivered intact and dry. Tracking along with a delivery photo can be found here:
  *************************6&trkqual=12029~43*********6~FDEG

  
  Regards,
  Backcountry.com Customer Service

• Initial Complaint

  Date:01/23/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a pair of shoes from the retailer online store. The delivered shoes had inaccurate measurements and would not fit me. I Checked and compared with my current shoes and confirmed that the measurements were not correct. I contacted the retailer about a return/refund or at a minimum an exchange for the right size but was denied both requests. It is one thing if I had buyer remorse and simply wanted to return the product, it is entirely different when a business delivers a subpar product that does not match the description (size) of what I selected and refuses to even entertain the idea of a return or exchange. It is fraud and theft . Thank you

  Business Response

  Date: 01/28/2025

  Hi there Mamadou,

  Thank you for reaching out about this. I completely understand how frustrating it must be to receive shoes that don’t fit as expected. I’ve reviewed your order, and I wanted to provide some clarification regarding our return policy.

  Our return policy states "We cannot accept returns or exchanges of items that are marked "final sale," "as is," or "made-to-order.” All items that are not eligible for return or exchange will be marked as such on the Product Purchase Page and at every relevant step of the purchase process." as found here: ****************. I have also attached screenshots of the item markings of final sale throughout the purchase process. We are unable to process returns for items marked as FInal Sale.

  I'm sorry for the inconvenience this has causes, but I hope this helps clarify our return policy for final sale items.

  We do our best to provide accurate descriptions and sizing information for all of our products to help ensure a smooth shopping experience. Sizing charts are based on manufacurires specifications and sizing charts.

  Regards,

  Backcountry.com Customer Service

  Customer Answer

  Date: 01/28/2025

   
  Complaint: 22849774
  
  I am rejecting this response because:

  I will be more than happy to accept the product and your return policy if the product was not defective. I may just be a single customer and my business doesn't mean anything to your company, but I am extremely disappointed how this is turning out.
  
  Sincerely,
  
  Mamadou Diallo

• Initial Complaint

  Date:01/07/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have ordered shoes on 12/28 and selected the standard shipping which says the estimated delivery is 3-5 days and the item hasnt been delivered though it is over *********************************************************************** cancel the delivery attempt as I will be away from home for the month and no one else is around to collect them. The carrier mentioned that only the shipper is authorized to make those changes, in this event I contacted backcountry customer support on 1/4 to cancel the order or inform the carrier about the request, they mentioned that they could make the changes however since the item hasnt been delivered on the mentioned window, the person told me to call back once the item is delivered (as of 1/4 it should be delivered on 1/6). The new delivery date changed to 1/9 and contacted the customer service again on 1/7 to understand what would the case. The customer service associate **** wasnt helpful however he was trying to convey that I should have paid for the expedited shipping or should have considered the storm that is in effect (I said I wasnt expecting the shipment via ground from cross country when it says 3-5 days) he mentioned that I should have reached out to customer service while ordering. That is ridiculous!! Finally he ended up saying that I should arrange someone to pick it up and return them back. All of my friends are with me in the vacation and I have no one to collect it. If I have had a back up, I would not even have to go through this hassle.

  Business Response

  Date: 01/13/2025

  Hi Kiran,

  
  Thank you for reaching out and providing the details of your concern.

  
  We understand that this situation has been frustrating, and we appreciate you taking the time to explain the circumstances. We noticed during your recent call that you mentioned initiating a dispute with your card issuer regarding this order.

  
  Unfortunately, while there is an active dispute, we are unable to take any further action on our end. Once the dispute process is resolved, please feel free to contact us if there are additional concerns or issues that require our assistance.

  
  We appreciate your understanding and are here to help once the dispute status changes.

  
  Best regards,
  Backcountry.com Customer Service

  Customer Answer

  Date: 01/13/2025

   
  Complaint: 22781855
  
  I am rejecting this response because:
  As per the conversation, I mentioned that if I do not receive the item as mentioned on the tracking system, I should dispute it to the credit card company that I havent got my order however I have received it and so therefore I didnt even dispute that. Wow, this drives me crazy, when I ask for help on the order, there we no notes from previous associates however when I say that if I do not receive the item as stated after several delivery date changes , that was noted on the system. Whatever, I havent disputed as the item was delivered!
  Sincerely,
  
  Kiran Chopperlla

  Business Response

  Date: 01/15/2025

  Hi there Kiran,

  Thank you for reaching out and sharing your experience. We understand your concerns and appreciate the detailed information about your order.

  Per our Terms of Use, we are not liable for packages once they have been delivered as confirmed by the shipping carrier. Unfortunately, while we strive to meet delivery estimates, weather-related delays or other unforeseen circumstances affecting shipping timelines are outside of our control.

  ****************************************************

  However, as a one-time exception, we will process a refund for this package. If the item is still at your home when you return from vacation, we kindly request that you return it to us. Well provide you with a prepaid return label to make the process easier.

  We sincerely apologize for the inconvenience this situation has caused. If you have further questions or need assistance with the return, feel free to reply to this email or contact us directly.

  Thank you for choosing Backcountry. We value your feedback and hope to provide a better experience in the future.

  Backcountry.com Customer Service

  
  

• Initial Complaint

  Date:12/05/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a Kokatat dry suit for $1300.00 from Backcountry on order # B4555597265. When the dry suit arrived, I found it not in its original packing from ******* and it was packaged in some cheap plastic bag in a beat up carboard box, I didnt really think too much about it at the time, but it looks like it might have been returned before. After trying it on I found it to big so I started a return, I received an email saying my RMA ********** had been accepted and it would take 2 to 5 days for the money to be refunded. After 9 business days going by without hearing anything I reached out to Backcountry thru and email asking in there were any issues, they responded that they found the dry suit dirty, and it also had a small amount of animal hair on it and they would only give an in-store credit and not refund it to the original source of payment. You would think Backcountry would get with you if the found a problem with the return but that does not seem to be the case with them. Another email was sent to them explaining that I had only tried on the dry suit one time in my home and didnt get dirty by me trying it on, they responded in this email that they found the suit stained and were unable to remove the stains and would only provide the in-store credit.

  Business Response

  Date: 12/06/2024

  Hey *****,

   

  We're sorry that you had so much trouble with this return, and apologize for the confusion about it potentially having been previously used. I've gone ahead and refunded the $1,298.13 back to your original form of payment. Please allow 1-3 days for the money to be deposited back into your account.

  Feel free to reach out to ********************************************* if you have any further questions or issues regarding this situation!

  Sincerely

  ***** *******

  Backcountry Gearhead Operations Supervisor

  Customer Answer

  Date: 12/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******