ComplaintsforBackcountry.com

• Initial Complaint

  08/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a pair of shoes from Backcountry. They arrived and it looked like the inner box had been cut open. The shoes appeared in unworn condition. I decided they didn't work for me and so requested a refund and returned them the same day. My return was processed but they credited me a store credit. I chatted with a Backcountry person (they didn't identify themselves by name) and was told my receipt said used. The chat interaction was terrible, slow, and uncommunicative. I was told I would be sent an email about the status of my return and I also emailed the company without a reply. It is very difficult to get my money back for the product and they are being unresponsive.

  Business response

  09/04/2024

  Hey there *******,

  I am sorry for the inconvenience on this return, I have gone ahead and refunded the amount paid for the shoes to your original payment method, ******* That should reflect on your account in 3-5 business days.

   

  Please let us know if we can help with anything further,

   

  Customer response

  09/04/2024

   
  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,
  
  ***************************

• Initial Complaint

  07/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Returned two north jackets to backcountry after they initially screwed up the entire order forcing me to return it. Returned the items via a provided ***** label and after two weeks of waiting and lies from the **************** team they are still forcing me to wait on the warehouse to respond. Mind you, the warehouse was supposed to respond within a few hours according to one customer service agent. It has been *************************************************************************************************** the run around, despite previously confirming the receipt of my two items. The agents have contradicted themselves on multiple occurrences and continue to make me wait despite the Backcountry return policy indicating a processing of returns within 3-5 Business Days upon delivery. It has been more than 3-5 Business Days and Backcountry essentially is forcing me to take the blame as a result of their warehouse staff's incompetence (who cannot even respond to their own **************** team). ***** confirms the delivery of both items on June 24th and June 26th via their website. The following is chat log from an agent who confirmed the receival of my items:-Is there an issue? 1:35 PM -Okay no issue we received the items -I am waiting for my manager atm to issue you the refund. 1:37 PM -Okay, thank you very much. -I do appreciate that.1:37 PM Here is another confirmation of this receival from another agent:-I'll take a look 6:17 PM -OK 6:18 PM -Both show that have been delivered by ***** yesterday, it takes3-6 business days to process returns, once processed, the refunds are issued, and takes 3-5 business days to show on your statements -So as of right now all we can do is wait 6:24 PM

  Business response

  07/08/2024

  Hey there,

  We were unable to find an order under the email address provided with the BBB complaint and there is not order number provided in the complaint. Please respond with the order number or the email address used to place the order and we can take a look into this matter.

  Thanks,

  Backcountry.com Service Team

• Initial Complaint

  07/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Yesterday I placed an order for $400 on Backcountry.com and was offered a promotion for next day deliver for an additional $15.00. I purchased the $15.00 next day shipping. Today when I had not received notification of delivery, I called and talked to "*****" i think. He told me they could take as long as they like to ship the item and it was my fault for not knowing their terms. I explained that no where in the buying process was the probability of a delay disclosed. He said it was on their site and thus my fault. I ask if he expected me to read the hundreds of pages on their site to find out if their promise was in good faith, he basically told me they would not refund the $15.00 and to have a nice day.

  Business response

  07/08/2024

  Hey there *****,

  
  It looks like there is no recent order that matches the details mentioned under the email address used on this submission, *****************. The last order was 5/21 for $141.11 and had two day shipping. Please provide the order number for the order in question or the email address used to place the order and we can take a further look.
  

  Thanks,
  Backcountry.com Service Team

  Customer response

  07/10/2024

   
  Complaint: 21934124
  
  I am rejecting this response because: the order number was not included in my complaint, my fault, leading to a lack of information for backcountry.com to review.  the order number is B4484783685.  At the same time, backcountry.com has reached out and made things good with us.  I am rejecting the response only so they know that the complaint was real and not some kind of mistake on my part.
  
  Sincerely,
  
  *******************

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This complaint is in regard to Order #N000314034547 I first purchased something from Backcountry in January. My boyfriend tried it on for all of 1 minute when he realized it didn't fit and so we sent it back. Backcountry said the garment was "worn" and there was an "odor" on it so they only gave me a store credit. I was bothered by this, but continued to try out their stuff and purchased my boyfriend the Glade Spring **************** Men's. Horizontal Yd Stripe-Coronet B on 5/8/24. This is a blue colored shirt. Backcountry sent me the wrong color of this shirt- the yellow version (Horizontal Yd Stripe-Cloud Gro). I returned the shirt as they asked of me, which was annoying and a hassle because I do not have a printer and take the public bus to get around town, but I understand mistakes happen. Backcountry then sent me what I assumed was going to be the correct color shirt on 5/15/24, but that packaged never showed up. I reached out to backcountry and they said it got "lost in the mail" and that they were going to send me another shirt. That shirt that just arrived yesterday is still the wrong color! And now they want me to return this shirt AGAIN in hopes that the correct color shirt will *maybe* arrive. This is the THIRD time my order has been messed up, and I am shocked that backcountry is still asking me to go out of my way to return something that was a result of their error. As I mentioned, it is a hassle for me to make a return, but moreso it is simply about the principle of it- I feel after a month of this going on that I should not have to return the item they mistakenly sent me three times. I am requesting the correct shirt that I originally ordered without having to return the wrong item I was sent.

  Business response

  06/11/2024

  Hey ********, 
  

  I sincerely apologize for the inconvenience this situation has caused. I understand your frustrations and we take full responsibility for these mistakes made. Our team has conducted a thorough investigation into the situation and want to assure you that we have identified and resolved the root cause of the issue with our warehouse sending the wrong-colored shirt. We strive hard to ensure all of our customers have a delightful shopping experience and sincerely apologize we have sent the wrong color more than once and that one of the packages got lost in transit. I have a replacement order set up for the correct color at no cost and you should be receiving a confirmation email shortly. Once the replacement order ships, you will receive another email that contains tracking information. Due to the multiple mistakes on our part, we will not require you to return the latest wrong-colored t-shirt you received. To help make things right, we'd also like to offer you $20 in store credit that expires in one year. You can view and use that store credit once signed into your account as a payment option in the checkout section. I know this does not make up for the negative experience, but I want you to know you are a valued customer here. If you have any further questions or concerns, please dont hesitate to reach out. Thank you for choosing Backcountry. Sincerely, Backcountry.com

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been waiting on warranty for a pair of Line Honey Badger skis for months now. I have provided everything they requested and I can get no one to respond via phone or email. Had a completely different experience with a pair of ************************* with a different online vendor so it's definitely not a Line issue!

  Business response

  05/30/2024

  Hey ****,

  I apologize for any inconvenience this has caused. I am seeing the warranty department is actively working on your warranty claim. There was an update on 5/24/24 from warranty stating they are still waiting to hear back from Line with instructions for you. I am showing there was a delay once we received your photos initially and I apologize for any inconvenience this has caused. I have reached out to our warranty team to see the reason for that delay. You should be receiving a reply via email from warranty once they hear back from Line and should hopefully be very soon. If you have any further questions or concerns, please don't hesitate to reach out. Thank you so much for choosing Backcountry.

• Initial Complaint

  04/22/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Returned a new with tags jacket to them and they rejected the return, sending me the coat back with a slice on the back clearly from a box cutter. I do not use box cutters at my house and returned the jacket with no damage and they damaged it then refused to accept the return.

• Initial Complaint

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This complaint is in regard to online order# B4368847364. Three items in this order were returned, two of the three (Slow Loris T-shirts) brand new, not worn, taken out of package to only notice quality was not as expected. The third (Patagonia Jacket) was ordered in a large, received a Medium, was worn once only to notice it was snug and realized I received a smaller size. Items were returned within a few days, and received by Backcountry. I emailed Backcountry and explained the situation, they advised me items were used, they were not, the jacket was worn for a few hours, only to notice the snug fit, the two t-shirts were not even tried on. I asked for photos as all items were new, even the jacket. I am requesting a refund in the amount of $189.00 plus tax.

  Business response

  02/29/2024

  Hey there ******,

  We have gone ahead and refunded the remainder of your store credit for items marked used to your card used on the original order, please let us know if you need any further help.

   

  Best,

  Backcountry.com
  

• Initial Complaint

  12/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Backcountry sent me the wrong delivery. They have made it very difficult to get a refund and in fact won't issue it until several days after they receive the wrong merchandise they sent me back at their warehouse. So, it's incumbent upon me to get their stuff back to them that they mistakenly sent and then they will wait several days to give me my money back. Beware of this company - several call and emails and I'm still trying to get my money back for their mistake. They don't take responsibility for their errors and in fact treat them as if expected. They should refund customers immediately when it's an error on their part. When I suggested this, they were baffled.

  Business response

  12/19/2023

  Hey there *******,

  We were unable to locate any orders under the email address provided to BBB, do you happen to have the order number and we can take a look into this!

  Thanks,

  Backcountry.com Customer Service

• Initial Complaint

  10/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I returned a fishpond backpack, it was rejected and sent back to the wrong address on file. I called backcountry and the guy said he would reroute it. It never came to the correct address and it says delivered. Please refund my card. Backcountry refused to help me and told me they could not give me my money back on an order they shipped to the wrong address. The address they shipped it to is not my shipping address and I do not have the product any more.... this is an expensive backpack that cost me over $270.00. ************ Rma *********

  Business response

  10/30/2023

  Hey there ****,

  As a one time exception we have refunded this order, the refund confirmation is attached. In the future be sure to only return items in new condition with all original packaging and tags. Refunds can take 3-5 business days to show up on your card.

  If you need anything else or have any questions feel free to reach out to us.

  Best,

  Backcountry.com

• Initial Complaint

  09/12/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Purchase made September 8, 2023. I shopped backcountry.com's sale page and decided to buy a few pair of ski pants/bib for myself and my kids. Order was placed, received, paid for, processed and was awaiting to be "packed". I was advised "once the package ships, we will send an email with tracking information". The only email I received was stating that they cancelled my order. They offered me 20% off a single item for the cancellation, but the pants I purchased are ALL on discount still (except the color that I ordered and that they cancelled). This was an intentional bait and switch, and super cheap way to acquire all sorts of personal infomation about new customers. This "mistake was INTENTIONAL, WILLFUL, DELIBERATE and carefully thought out as a way to boost their marketing base of customers. SCAM SCAM SCAM

  Business response

  09/19/2023

  Hey there *****,
  
  Thank you for sharing your concerns. This cancellation was the result of a pricing mistake that was not intentional; it was an error that resulted in the price being below our cost. As per our terms of service the order was cancelled due to the pricing mistake and a full refund was issued to the payment method used.
  ***************************************************

  
  The offer for 20% off a single item was extended as a gesture of goodwill in light of the situation. If you'd like, we can still apply the 20% off to a different item of your choice,
  
  Backcountry.com

*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. ↩