"Apprehensive at first. Great customer service."

I looked all over the net, including REI used, Amazon Wharehouse, etc. Compared brands, models, reviews, warranties, budget to expedition.BG had the best price I could find on an Osprey Aether 55l Large.
I was apprehensive after reading reviews on line. So I hesitated. Decided I'd talk to customer service, see if item was in inventory or backordered & then decide. But it was Labor Day weekend. Couldn't talk to anyone until Tuesday. Meant sale over.
I had a great customer service experience with BG. James was my CR. He confirmed the item was in inventory & he honored the sale price. Plus the sale price for a reservoir.
The original price did post to my credit card, it was refunded to card the same day & the discounted amount posted. Done without my input.
My opinion: Good company working hard to offer great value. It's a smallish company & the great prices means it sells out of inventory quickly. That's reason for review backorder issues. Inventory lacks behind sells. Easy fix for customer, call customer service & ask if item is in inventory. Admittedly an extra step but for peace of mind & a great deal it's worth it.
For the negative reviewers, even your card company states reconciliation may take them days. And if you need the item immediately, either plan better or pay premium prices. Don't expect great value & platinum level service. Good service, yes. But if you want a mint on your pillow, expect to pay for it.

"Wanted an item that was out of stock…"

Wanted an item that was out of stock everywhere else. Found it here and even had a big on sale discount. Then added another item to get the free 3-5 day economy shipping. Saw some bad reviews but took a chance anyway. Ordered on Saturday and it quickly arrived on Thursday. Will definitely order from Backcountry Gear again. Thanks Backcountry! You made me one extremely happy camper. You and your crew rock!

"I purchased an item on their website"

I purchased an item on their website. After the transaction, I received an email. I couldn’t see the email again. I will report to my bank. Please avoid purchasing from them. It’s a SCAM.

"Don't order from here!"

Don't order from here. You will never get it. I ordered, chatted with them after not getting any shipping info. Said it would be shipped that day. Nope, a lie. Still no shipping, still not shipped. Just canceled my order. They didn't even care.. horrible..

"Horrid customer service"

Horrid customer service. Two weeks after I was supposed to receive something I ordered, I had to write in to find out what was going on. They said they don't even have the items yet. I told them that they should contact customers and let them know when things aren't coming on time. They proceeded to tell me they had given me all the information they had, which was untrue. I again told them that they should have let me know so I could have ordered from somewhere else since I really needed the gear I ordered and the only response was, 'okay'. I will never shop here again.

"As advertised"

As advertised. Great communicators.

"My husband LOVES their stuff!"

My husband LOVES their stuff!

"This company is complete garbage, SCAM alert."

This company is complete garbage, order from the source not the middlemen of these types. I had made an order that was placed on back order. I went through the payment process anyway and it seemed my card was charged. Now almost two months later I hadn’t heard a thing, so I messaged looking for an update and was immediately met with a fraud accusation and had to verify it was me. Then I was told my card was declined. I asked why they were even trying to charge it, turns out they never even charged the card when the purchase was made and as I was unaware of this I didn’t keep the amount on card. Now after two months of waiting they are requesting I pay again, what is that?! Not cool, that’s what that is. They just caused me a logistical nightmare as I have a trip planned and now am on a time crunch to find a new sleeping bag.... I have had great service from other retailers, steer clear of these scammers, especially if you are a backpacker with a schedule.

"Great Experience"

I had a great experience with James Newsome, who worked with me on price-matching and also followed up several times to update changing details. All interactions I've had with customer service here over the years have been excellent.

"Credit card compromised twice after using Backcountry Gear."

I have ordered from Backcountry Gear on two separate occasions (about a year apart). On both occasions, within about a month after purchasing from them, my credit card was used for fraudulent purchases. I had to get a new card issued both times. I stopped ordering from Backcountry Gear and have not had a problem since. I don't use my credit card for daily purchases (mainly online). I continue to order from Moosejaw, Backcountry, and Amazon and have not had any problems.

Someone at Backcountry Gear was not trustworthy.