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Reader Reviews

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in 1 - COMPANIES (Customer Service)

Average Rating
4.83 / 5 (24 reviews)

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Craig Shelley
( craig_shelley )

Rocky Mountains Retailer on 11/14/2006 12:59:32 MST Report Post Print

Rating: 5 / 5

I order a lot from online retailers. I trust a retailer more when I have problems and they get corrected efficiently.

I've ordered from this company 20 times over the last two years. Once they shipped more than I ordered (easy return and gave me a discount code on any order), didn't ship immediately (called them to check up on order, they acknowledged it was their mistake, shipped 2nd Day Air at no charge, and gave me a discount code on any order), and finally the sister site of didn't allow me to specify what credit card to use and used an old one from the site (didn't get item because it took too long to correct the problem and they gave me a discount code on any order at

Another reason I like is their site gives you the inventory for an item. My experience is ships very quickly - normally within 24hours of starting the order. Frequently, I've ordered on a weekday morning and received the item the next afternoon (with free shipping because I live close to Utah in Grand Junction CO).

The bottom line is I've ordered from this retailer more than any other retailer and will continue to do so.

Edited by craig_shelley on 11/18/2006 22:03:20 MST.

John Adams
( scsjohn )

Great CS and good reviews on 11/15/2006 11:44:40 MST Report Post Print

Rating: 5 / 5

I have only ordered from them about 6 times but they are a great company. I agree that the shipping is super fast (and free on orders over $50). The CS will make things right.

James Loy
( jimbluz - M )

Pacific NW
Great experience. on 11/24/2006 15:16:29 MST Report Post Print

Rating: 5 / 5

I have ordered from this company many times now and have consistently received outstanding service and very quick delivery. They have a good selection and their on-line help is very useful. I have no experience with their service dept, but would expect the same quality of service as I receive from the ordering and shipping dept. One note: I recently ordered an item and requested delivery be delayed for 3 days as I was out of town. Unfortunately, the shipping dept ignored my request and sent the package early.

Edited by jimbluz on 11/08/2007 18:45:35 MST.

paul johnson
( pj )

LazyBoy in my Den - miss the forest
Good Folk to do Business with on 11/25/2006 00:46:32 MST Report Post Print

Rating: 5 / 5

Have placed too many orders to count.

Absolutely no problems with any order, so i can't comment on their Cust. Srv.

Orders ship promptly with tracking numbers provided.

Often good deals on their Outlet website.

Excellent Site search capabilities, including the ability to further narrow down the number of items displayed with simple "clicks".

I'm giving a 5 even though i'd like to give them something like a 4.75 or 4.8 since i'm not sure of how well problems might get resolved if one occurred. However, since i've had no problems with any order, i don't want to penalize them by giving a 4. Also, i rate them just a tick behind GossamerGear and Henry Shires TarpTent (both 5+ rated companie, IMHO) since, while is an excellent company to do business with, just doesn't shine quite a brightly as GG and HS.

Shop Henry products at GearBuyer
Adam Rothermich
( aroth87 )

Missouri Ozarks
Great company on 12/01/2006 08:22:49 MST Report Post Print

Rating: 5 / 5

I've order from them 3 or 4 times and each time has been a great experience. They have a good selection of gear and clothes and their outlet site has a bunch of great deals. All of my orders shipped out quickly and with no problems. I've never had to deal with their customer service, but I've only heard good things. They also run Steep and Cheap, which I've also had a few transactions with.


John Arnold
( Mtnsummit )
Perfect Service on 01/03/2007 08:24:02 MST Report Post Print

Rating: 5 / 5

I have also ordered numerous items, especially from their site (they own that), they ship fast and make things right.

Stephen Nelson
( stephenn6289 )

Sunshine State
wrong company-ignore this post on 01/24/2007 16:04:31 MST Report Post Print

Rating: 5 / 5


Edited by stephenn6289 on 02/27/2007 20:27:51 MST.

Michael Coulter
( azhiker )

Reliable and fast on 02/02/2007 22:21:10 MST Report Post Print

Rating: 5 / 5 is the primary source for my online backpacking and hiking gear purchases. On several occasions I have emailed them with questions or by IM and it was a positive experience. They have a really knowledgeable staff and I have always felt comfortable in ordering from them. In addition, I always use the cheapest shipping method because they ship the items so fast that it is often not worth paying extra for the 2-3 day shipping.

Greg Vaillancourt
( GSV45 )

Great service on 02/08/2007 18:57:23 MST Report Post Print

Rating: 5 / 5

I live in Utah and for me the free shipping means I'll get it next day.

Prices are usually near retail but sales are really sales.

Had to return 2 items and they were great to deal with.

kevin davidson
( kdesign )

Mythical State of Jefferson
My most used Web-based purveyor of (non-UL) wild. gear on 06/09/2007 15:24:38 MDT Report Post Print

Rating: 5 / 5

Very, very prompt order fulfillment. Free shipping over 50 smackeroos (whether or not items are on sale). Fantastic range of products for any and all wilderness sports.
What CS doesn't know, they'll find out and emails are always responded to.

They're too good for my own good and I feel guilty for not going to my local brick and mortar store, more. Shhh---don't tell anyone.

Edited by kdesign on 06/09/2007 15:48:12 MDT.

Mark Mendell
( mmendell - M )

Customer Service on 07/31/2007 09:08:15 MDT Report Post Print

Rating: 5 / 5

I've ordered many times from Backcountry without issue. Recently, though, UPS delivered a Vector watch to the wrong address, while claiming that it was sitting on my porch. I was leaving town for a week in the woods the following day, so was eager to have the watch.

I contacted Backcountry and explained the problem. I called BC to initiate a search for the lost package, and they over-nighted a replacement to me. When the original eventually turned up, customer service issued my a postage-paid return label as well as a re-usable 10% off coupon good for a month for my trouble.

Great company, great service.

Edited by mmendell on 08/01/2007 11:20:44 MDT.

Charles Bilz
( denalijoe )

RE: on 07/31/2007 13:40:15 MDT Report Post Print

Rating: 5 / 5

I have ordered several items form Backcountry in the last few months. Always great service and the items have arrived when they said they would.

Have also experienced great CS when I had to return 2 items.

Daniel Goldenberg
( DanG - M )
Great online retailer on 08/18/2007 08:11:00 MDT Report Post Print

Rating: 5 / 5

I've ordered many times from, and a few times from their outlet ( and had great service. The shipping is super fast. On a Wednesday night I placed an order, Thursday Morning it shipped, and Friday it was at my door. This was shipping from Utah to Washington state. I selected the free shipping since my order was over $50, and the free shipping was supposed to take 7-14 days, but only took 2!

They occasionally have great sales, like 20% off with a coupon. Also, I like how they have an inventory number so you can tell how many of an item they have.

Great online retailer.

Steve .
( pappekak )

Goat = Awesome Customer Service on 10/30/2007 10:31:34 MDT Report Post Print

Rating: 5 / 5

Learned about here and have dealt with their customer service twice.

First time I purchased a Granite Gear Vapor Trail on sale and the waist belt was out of spec - this true for all Vapor Trails I have tried on. Anyway, CS offered to pay expedited shipping for a new waist belt from Granite Gear. I returned the pack but was impressed how far BackCountry was willing to go to make me happy.

Second time I ordered a Patagonia Wool 2 Zip Tee on sale. It was suppose to be delivered to my significant other's work address. For some reason the Post Office screwed up delivery and the order was returned to BackCountry with a note "refused delivery". BackCountry contacted me and offered to ship free (a second time) to another address.

I have to say the the Goat really goes the extra mile for you.

Shop Granite Gear, Patagonia, Wool products at GearBuyer
Doug English
( jdouge )
Tops in service on 11/04/2007 21:31:15 MST Report Post Print

Rating: 5 / 5

They've always given me good deals and fast free shipping (over $50); last week I had to deal with CS for the first time. They gave me wide latitude to select alternatives to an OOS product, sent it fast, and charged no extra shipping (even though replacement item price was below $50). Perfect!

Shop Tops products at GearBuyer
Frank Perkins
( fperkins )

North East
Safe and fast on 01/08/2008 13:08:40 MST Report Post Print

Rating: 5 / 5

Never had an issue with them so they get a 5

Richard Lyon
( richardglyon )

Bridger Mountains
Exemplary customer service on 03/31/2008 12:19:38 MDT Report Post Print

Rating: 5 / 5 shows how customer service should be in the Internet era. A human being is easy to reach on orders and comes back with informed answers on technical questions. Free shipping on orders over $50, no-questions-asked returns, very speedy turnaround (free shipping to Texas in two days), and a very easy-to-navigate website. Once when its website showed remaining inventory but in fact they were out, I got a coupon for 20% off my next order and the delayed order.

Max R
( Mantra )

Qu├ębec, Canada
Excellent on 01/31/2009 01:34:14 MST Report Post Print

Rating: 5 / 5

My first order never got to me, but I strongly suspect this being the fault of UPS, as the order got stock in a small canadian city.

Minutes after I contacted Backcountry via live-chat, another sleeping bag was on the way and they paid for the shipping, and also paid me back my initial shipping cost!

Edited by Mantra on 01/31/2009 01:35:35 MST.

Randy G
( rando3369 )

Western NY
Top Notch Outdoor Retailer on 03/11/2009 16:40:58 MDT Report Post Print

Rating: 5 / 5

I have placed a number of orders with them over that last few months. I have had no problems contacting their customer service whom have been helpful and seem knowledgeable about the products they sell.

I recently received an item that was the wrong size which they admitted was their mistake and immediately shipped out the replacement while emailing me a prepaid UPS label to send the incorrect item back.

They are at the top of my list when shopping for gear.

Barnett Childress
( Barnett_Childress )

New England
A+++ on 07/01/2009 12:29:41 MDT Report Post Print

Rating: 5 / 5

Have bought several items. Shipping is always fast. EXCELLENT return policy!!!

When I called about a return they promptly refunded my CC even before they received the item back.

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