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Reader Reviews

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in 1 - COMPANIES (Customer Service)

Average Rating
3.59 / 5 (27 reviews)

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Fred eric
( Fre49 )

France, vallée de la Loire
Got old model on 10/13/2010 00:52:43 MDT Report Post Print

Rating: 2 / 5

I wanted some dry bags for packrafting and to try shipito
I bought 2 POE pneumo ltw 50l the last model with rounded bottom
They sent me the 2009 model with square bottom that was on sale on their website, while i had paid the full price for the recent one.
Due to shipping cost i wont sent them back.
But when i think i bought from them because they had one of the few website clearly showing wich year model they were selling....

rating changed from 1 to 2 they reimbursed me the difference in cost.

Edited by Fre49 on 10/31/2010 10:07:08 MDT.

Mike Blarowki
( MikeyB )

Unlimited Return Policy on 06/14/2011 10:55:24 MDT Report Post Print

Rating: 5 / 5

This is from their "100% GUARANTEED" page:

"Not stoked on your gear? Looking to return it or make an exchange? No problem, we have an Unlimited Return Policy: we guarantee complete satisfaction and an unlimited lifetime warranty. If at any time -- now, next month, in 30 years -- you're not 100% satisfied, send your gear back for a full refund. No questions asked"

Talking to some friends who bought from them they say that they are good at honouring this policy.

BTW, bc25 posts all of the deals here

( Apptrl )
Bad experience on 07/17/2011 13:33:59 MDT Report Post Print

Rating: 1 / 5

I had a bad experience with this company and strongly suggest that you buy from a different source. My problems included incorrect information on the website, inordinate amount of time to get the correct item set, difficulty reaching anyone who could help, and when the item didn't work, I was unable to get it returned so ended up keeping it but never use it. This is the only outdoor company Ive ever had problems with so I recommend you avoid them and order from just about anywhere else.

John Foley
( )
Great Service! on 09/13/2011 03:21:14 MDT Report Post Print

Rating: 5 / 5

The customer service that I recieved was great. I ordered two of last years packs at an excellent price. It turned out that inventory was in error and one size was out of stock. After a very pleasant and prompt exchange of emails, Backcountry Gear sent me this years model, also at an excellent price.

Ed Hayes
( ejhayes )

Expected problems after reading these reviews - had no problems. on 05/16/2012 20:07:43 MDT Report Post Print

Rating: 5 / 5

I found a Montbell jacket for 25% off on as part of their Memorial Day Sale. After buying the jacket, I read these reviews and got nervous and second-guessed my purchase.

Two days after ordering the jacket, I received it. I'm happy with the fit and I won't need to return it. Therefore, I can't comment on their return process.

All in all, my order online went smooth and quick.

I will order from them again. My experience makes me believe they have their e-commerce issues worked out.

Shop Montbell products at GearBuyer
Joe Shojayi
( jshojayi )
Poor customer service at on 06/10/2013 09:07:25 MDT Report Post Print

Rating: 1 / 5

It's Monday, June 10, 2013. I called in for a price match for an Arcteryx Naos 85. The guy on the phone was rude and would not work with me at all. It was very frustrating and I will never order from this country. This is a $700 pack and all I was asking for was a 10% discount. Moosejaw, REI, ZBSports, all offer 10% back in one way or another. Worst experience I've had with an online retailer ever.

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David Moreno
( nerrek2000 )

North East Ohio on 05/26/2014 16:39:17 MDT Report Post Print

Rating: 1 / 5

As someone noted above, backcountrygear has a little store in Eugene, OR.

The problem is (we're just a small local store) is what I was given for a horrible customer service experience.

My 3rd time ordering products from them was the whammy!

I ordered 8 products from them for an upcoming trip. I even paid for expedited shipping. I got anything but what I paid for.

They listed the socks I was desperately in need of replacing as in stock. I ordered 2 pair. 4 days later, my order still hadn't been filled. When I called them (because they never contacted me) I was told that the socks were out of stock (yet were still listed on the website as in stock) and that they could at that time either fill the rest of my order or cancel it at my request.

The excuse I was given for the foul up was that they're just one store doing internet as well as walk in sales, and didn't update the website regularly.

My opinion: If you can't accurately keep track of your inventory, you shouldn't be doing internet sales. But most importantly, when you know a customer is in need of something very quickly and has even paid 3 times the regular shipping charges to get items fast, you don't just hold off on the order waiting for them to figure out that there's something wrong and contact you!

The worst part of all is twofold. They had already deducted the money out of my bank account and it took 8 days to be refunded, and I had to, at the last possible moment, drive 4 hours round trip to replace the socks.

I guess I should clarify why I needed new socks in a hurry. I was stuck dogsitting a relatives pooch for a week, a responsibility that would fall on a different family member when I started my trip. The dog rooted through my closet and shredded 2 of my 3 pair of socks. Yes, my relative paid for the socks when they returned home from vacation.

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