Contact Backcountry Support

by Alex5086

I have been a long time customer of Backcountry. They usually have an excellent selection of gear with colors and sizes that are difficult to find or sold out else where. However I recently they have seemed to downgrade their serves. Their app is awful, glitches during checkout, times out and it again selected the wrong address for delivery. Backcountry has stopped sending confirmation emails on orders and even when you go to their account and check YOUR account details, there are none now. Only the cost, the item, and order date are available to view. No address, card used, or anything at all to check for correct information. The shipping they now use is OnTrac, the Spirit Airlines of the shipping world. The “Gearheads” customer service has greatly changed too. Once it was amazing, now you need to try 2 to 4 people to solve the issue. Mostly they “try” to solve the issue and leave the chat on idol so long it kicks you off. After several tries you may get a email forced through their system with details. Shouldn’t be necessary though, but here we are.

by Newduavi

Backcountry is a disaster and I have no idea how this company is staying in business. I ordered a Captain Comfort Deluxe mattress at the beginning of May, 2023 in the 52 x 78 in. size. My order was processed and arrived a few days later, but what was shipped was the 30 x 78 in size. I reached out to Backcountry and they apologized and sent me a return label and told me an exchange was in the mail. A few days later the new mattress showed up and it was another 30 x 78 in configuration. I reached out to Backcountry again and made it very clear in our conversation that I ordered the 52 x 78 size, and their order emails to me SHOW it should be the 52 x 78 size. Another apology from them and a promise that a replacement was on it’s way. Well, the replacement showed up today and guess what… it was a 30 x 78. For those of you keeping score at home that’s now 3 times in a row they have sent the wrong mattress size. I’ve already received a return label from them and will be getting a refund. I can’t imagine ever trying to buy something from these clowns again.

by AB.CD.EF.GH.IJ

I wanted to like the Backcountry app. They have good selection and usually good pricing on the web and in thru stores. Their app is very glitchy. It crashes quite often. Eg, click sale link and then try to filter on categories or brands. The app crashes with a blank white screen. Sometimes it goes back to homepage others it just hangs. I raised this through chat and they said “update the app”. The app hasn’t been updated in a year. Separately. If you order anything from them the start texting you and emailing. It’s all or nothing (eg, no texts or many texts). If you click on something in the app or email about 1/2 hour later you’ll get a text saying we see you looking at those shoes, come back and buy. Or thanks for looking at ski pants, here’s some others to look at. It’s constant and no way to limit the type or amount of text without turning off completely. (They do have great sales occasionally so…). Wish they’d do better.