"Horrible experience ordering online"

Horrible experience ordering online. Ordered a bag based on the photos they had posted on their website, which match the photos from the north face website. What I received was a older model, from five years ago. When I wrote to customer service, they denied sending me this older model and doubled down after I confirmed it with the north face myself. They offered a refund, however I was responsible for return shipping. Absolutely rude customer service and I will never buy from them again. BUYER BEWARE!

"No return policy for rope they miss labeled. They sent a dynamic rope I needed static rope."

Merchant sent wrong product and wouldn't allow return of product. No information on ad stating this is a dynamic rope. Check it out for yourself.
Pet4m477-35-turquois-70mm
Petzl Mambo 10.1
Back Country Gear
1855 W.2nd Ave
Eugene, Oregon 97402

"BAD CUSTOMER SERVICES! DISAPPOINTED"

They have really bad customer services and it seems they don't know how to communicate with customers. Ordered a Snow Peak table but it seemed to be defected or returned because it has a few cosmetic wears on it. So I asked to get partial refund in order to skip return process for both me and them. But they just keep saying it's what it is and it's not returned item. Sounded like I was lying to them. Fine, will return it.

"Frustrating and irritating shopping experience"

Bought an Osprey kestrel bag but received a box of t-shirts. Customer service insisted that they have video proof of putting the pack in and it was UPS that swapped my package. But I was rejected when I asked for the video.

Even though it may be UPS's fault, their attitude is SOOO annoying. They keep shirking off the responsibility and telling me to talk to UPS. So I filed a complaint to UPS and PayPal as well.

What's more, when I decide to give backcountry gear another try (since I am convinced it was UPS's fault) and order something else. They canceled my order for some vague "account fraud" reasons. And then I email to ask the reason and will it be ok if I reorder. They give absolutely no reason and say they will cancel my order again. I mean, WHAT???

I want to believe their product is good since there are so many good reviews, but yet I waste so much time and energy, and receive nothing.

"I was sent a defective item and then…"

I was sent a defective item and then Backcountry gear wants me to send it to the manufacturer for warranty repair. Its been a month and still waiting for my refund. When I contacted them customer service told me that my return was not processed yet because they decided to fill out a manufacturer warranty on my behalf and would not be able to refund me until a decision from Exped was received. DO NOT use this company!

"Ordered some items from Backcountry…"

Ordered some items from Backcountry Gear. They sent me the wrong items and expect ME to pay to ship the items back for an exchange. Disappointed with them for their poor customer service. They lost a customer over $20 and I have taken my business elsewhere.

"Ordered an item as a Christmas gift"

Ordered an item as a Christmas gift. I was charged and told I would have in in 3 days. After 4 days I called for a status update and was told it was out of stock and no additional stock was coming in. So, no gift for this person. It is now 3 days till Christmas, so where am I going to get this now????
They also did not e-mail me to tell me it was not available, nor did they refund me. I am putting in a dispute with paypal. Had a similar experience last Christmas with an item that was backordered for 6 months. Everytime I called they told me next week. Finally bought it elsewhere. I won't let them burn me a third time!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

"Great customer service"

Only online store I could find that sold static rope by the foot. The price was great.
The item, unfortunately was backordered. I emailed them to ask if I could switch the rope to get it sooner, since I needed it for a climbing trip. They switched me to a more expensive rope and ordered me expedited shipping at no additional cost. And the new order was shipped less than an hour after I sent the email.
I couldn't be happier with the customer service. I will definitely be buying from them again.

"Contacted them by phone to order a rare…"

Contacted them by phone to order a rare online item from out of the country and they were able to get it for me. I couldn't be happier with their very personal assistance!!!

""Luke went on Vacation" That's what I…"

"Luke went on Vacation" That's what I heard when the BCG agent stopped handling my order.
When I didn't get my email confirmation I, like anyone, decided to call. When the young lady told me my rep had left for vacation I said "Wow, right in the middle of working with a customer? He didn't pass me along to anyone?" Her response, "Well, we deserve a vacation."
Got my order put through so thank you BCG. But.....it must really suck to work there if they don't care about customers at all.