"The worst customer service in the…"

The worst customer service in the climbing industry. The incompetence of the team is appalling. After speaking with support FOUR different times, the company cancelled my order without even notifying me. This was after I sorted out the payment issue with support a week prior. Complete waste of time, you’re better off ordering from a company that values their customers time. The only remedy they offered was to replace my order. After wasting hours of my time and waiting TWO weeks for nothing to show up, I decided that it was not worth the headache. Long time customer that WILL NOT be returning.

"I just ordered from this website for…"

I just ordered from this website for the first time. I found a great deal on scarpa climbing shoes. Everything was easy and smooth. Great emails updating me on my order. I got great shoes for a lower price 😁

"The worst returns policy on the market"

This company has the worst returns policy on the market. I ordered one item for 190 USD, and the size was not good, so I requested an exchange. They told me that I had to pay for the (return) shipment. Please don`t buy through this company/website.

"Reliable source for outdoor equipment"

The website is easy to navigate, offering a vast selection of high-quality gear for activities ranging from mountain biking to snowboarding. What really stands out is their customer service, the team is knowledgeable and always ready to help with product choices or any issues. Prices are competitive and the delivery is reliable.

"Unsafe climbing gear"

I purchased a pair of quick draws and was really excited for some new draws as the dog bones on some of mine are worn out. However one showed up without the rudder carabiner keeper for the rope side and both were manufactured in 2019. This means they are almost 5 years old and according to the manufacture that is half its life span.

Contacted Backcountry gear about it and was told they don't accept returns on climbing gear for safety reasons. That was the most ridicules response when they sold me old incomplete gear. They did offer to let me return the one without the rudder stopper but offered no replacement.

If your looking for clothes or anything you don't trust your life too. Sure maybe use this company for a sale. If its life saving gear please spend your money somewhere else.

"I ordered over $500+ of merchandise on…"

I ordered over $500+ of merchandise on May 21, 2023, and the company charged me $1.14 on my credit card. The email confirmation was never received, and I had to call in for status 7 days later. The Care rep was very nice, but it seemed like a scam. I have to call to get my order pushed thru & charged and this is their standard process. If I did not call, they would have kept the charge. Imagine how many others they are obtaining $1.14, and full charge without the goods received. I have shopped online and NEVER had to call in to ask “where is my order and why is there a small charge? Where is the email confirmation, and I received no calls as per your process” BEWARE!

"Excellent customer support"

Excellent customer support. I have never been more satisfied with another online retailer than backcountry gear. Especially customer service representative Ani Graves has been so patient, kind and helpful. They respond very quickly and the communication processes are very easy. Ani responded to all my emails very quickly. I wouldn’t shop anywhere else!

"Lowest price, lightning-fast free shipping, top-notch gear"

Backcountry Gear offered an outstanding price on the Outdoor Research Foray II rain jacket. I ordered it on Friday afternoon and received it in my mailbox on Monday, with no extra charge for shipping. User-friendly website, fast service, top-notch products!

"Consistently offers the best deals…"

Consistently offers the best deals across its competitors. Quality is top tier. Their customer service is quick, courteous, and understanding. I was able to get a price adjustment turned around within a day of requesting and also used the chat to complete an exchange for a different size. Easy and free return process. Already purchased 3x from them!

"Poor customer service and return…"

Poor customer service and return policy. They ASK you to find your own box to return shoes, in order to offer more protection I guess? They do not make it clear that it is a requirement or that there are consequences for not doing so. I couldn't find a box, so returned them in the original, never used. Was charged a 15% restocking fee because of damaged items, with no proof of damage. Seemed like they had good prices, but if you are unsure about your item at all, and may want to return it, I would suggest not using them.