Review Time
I was having issues applying the 15% first purchase discount code to a backpack that I was hoping to get for some upcoming travel. Reynaldo S. was extremely helpful and efficient at helping to investigate the issue and was even able to apply the discount for me post purchase. In this economy, its very helpful to save a couple of buck here and there, so I was very grateful he was able to help me out when I thought I was going to miss out on a nice discount. I will absolutely be buying more products from Backcountry because of his excellent customer service. Thank you to Reynaldo!
They advertise 15% off on your 1st order for signing up for text subscription. The code does come to you but when you try to use it, it doesn't work. Asked them if they could apply the 15% to the cart and send the invoice via email. They said they can't and neither could they offer another code that actually works. Don't fall for the 15% or 20% or whatever they're advertising. It's a hook. Plus the guy wanted me to give him all my information over the chat and he said he'll text me a secure line to pay. (Very fishy). I wouldn't trust giving financial information like that to someone that I don't know on the other end. Just a bad experience in customer service and living up to what you advertise.
I bought a Patagonia coat for my husband for Christmas in November. He opened the coat Christmas and has worn it twice. It is falling apart and the filler is coming out like crazy. I contacted backcountry for an exchange with a non-defective product. The company emailed me back and approved the exchange and or refund in two emails. Then I received an email saying that it was AI who responded and that they would not be issuing a refund or exchange and that I needed to take it up with Patagonia. Beware of their customer service. Do yourself and favor and buy direct not through this terrible website. You could spend hundreds of dollars and they will not stand behind their product.
Got a used product. The initial solution proposed by the customer service was only $25 refund which was not considerate. After almost an hour of chatting, finally got a satisfactory solution that compensated the inconvenience caused by the bad shopping experience.
The expert I spoke with was very knowledgeable and provided great assistance. However, the initial representative I contacted required me to do some research, and the interaction felt rushed. The automated support was not very accommodating, cutting me off before I could complete my thoughts.
The representative in the chat room provided excellent assistance, addressing all my questions with expertise and offering the best possible deal. Although I didn't make a purchase this time, I am confident I will return when I'm in need of outdoor gear. The company has a variety of high-quality brands that interest me, and I would recommend others to explore similar merchants. (That river in South America doesn't need ALL our business!)
We ordered a pair of rock climbing shoes as a Christmas gift for our son. They arrived on 12/17 and were evidently used. When I called to arrange a return and request a new pair to be shipped in time for Christmas, I was informed that they couldn't send the replacement until the used pair was returned. They mentioned it could take 2-5 days for the return to be processed. When I expressed concern about the new pair not arriving in time for Christmas, they seemed indifferent. Additionally, they offered a $30 store credit for the inconvenience.
I strongly advise against purchasing from this seller. They advertise a 300 gm bag of chalk for $3.95 but actually send a box containing only 57 gm and claim that's the correct size. They offer a return option by providing a label, but you have to go to the post office yourself to send it back. In the end, you’ll only receive a credit to your card. It's simply not worth the hassle for $3.95 to deal with this deceptive practice. Additionally, they refused to send me the 300 gm bag as any reputable seller would do to rectify their mistake.
The support team was incredibly helpful! Although there was a 20% discount advertised, the item in my cart wasn't eligible. They assisted me by applying a smaller yet generous discount and processed my payment. Receiving prompt help made a significant difference, and I truly appreciated the option to complete my purchase. Thank you!
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Find the foremost selection of The North Face, Mountain Hardwear, Arc'teryx, and Patagonia skiing, camping, hiking, and backpacking gear on Backcountry.com. As the premier online outdoor gear retailer, we offer a 100% satisfaction guarantee and free shipping.
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