Backcountry Customer Service Issues

I recently placed an order and then realized the next day that I forgot to include some items from a second list that I promised my daughter. Due to memory issues from my recent brain surgery, I placed an additional order for the forgotten items. Is it possible to combine the shipping charges for both orders considering the situation? If not, could you please escalate this matter to a supervisor who may be able to assist? Thank you.

I purchased 2 Patagonia jackets for my daughter as Christmas gifts, but unfortunately, they do not fit. Karen Lindsey, my account representative, promised free return shipping for the items. Despite reaching out to her via email and phone multiple times over the past week, I have not received a response. I kindly request a free shipping label for the return of both coats as soon as possible. My order number is [redacted]3, and I am Tiffany G. My email is [redacted] Thank you for your prompt assistance.

Hi Backcountry, I really admire your skiing equipment, but currently, I am unable to make a purchase as I am undergoing therapy at an eating disorder facility in Orem, Utah, called the Center for Change. I am interested in restarting skiing as a form of exercise to help me with my recovery from bulimia. I was wondering if you have any donation programs that could support individuals like me who are struggling with this condition. I am looking for suggestions on skiing clothing and gear that will provide comfort and make me feel confident in my body. I will be discharged from the facility in a week, and I am eager to engage in skiing for my physical and mental well-being. Thank you for your consideration. Kind regards, April O. [redacted] P.S. If needed, you can reach out to my therapist, Julie Hansen, at [redacted] for further information. Thank you for your support.

Hello, I placed an order on the 21st with Next Day Shipping and chatted with Representative Bryn L. to confirm it would arrive by Christmas. My order number is [redacted], email is [redacted] However, the order is now set for delivery on January 5th, missing Christmas. I relied on the assurance from Bryn that it would arrive in time. I am quite disappointed. Looks like I'll need to arrange a return. Merry Christmas, Mike

Hello! I would like to return several items from various orders, including two that appear to be defective. 1. Order: B[redacted] - OR Stargazer Bivy (Used twice, one indoors and once outdoors, carefully preserved after discovering defects on Mar 14th, [redacted]) 2. Order: B[redacted] - BD guide glove, natural, L (New with tags, defects found upon inspection) 3. Order: B[redacted] - OR Shiftup balaclava S/M (New, tried for fit but too small, original store label and packaging intact, but detached for sizing) I have attached photos of defects (1)(2) here: [link to photo album] I have some questions: 1. Do items (1) and (2) qualify for free return shipping? I'd like to return item (1) marked as defective. 2. If I ship before the 30 days are up for item (1) but it arrives after, will it still be eligible for return? 3. Can item (3) qualify for a full refund as unused, for a store credit as lightly used, or is it not eligible for return? 4. How should I handle printing and attaching RMAs for items from different orders? 5. Can I combine returns from a canceled trip to Chamonix with the defective items to save on shipping costs? All other items are unopened or opened but unused with tags and packaging intact, ordered within the last two months. Thank you!

Hello, I recently bought various items from Backcountry, mainly Patagonia products. I was disappointed to find a defective zipper on the new 3-in-1 Patagonia jacket I purchased this season. After struggling for a considerable amount of time trying to zip the removable jacket back onto the shell, I became frustrated and had to stop. Some of the other items I received didn't fit as well, and I would like to request a return label and a refund for this order. I was eagerly anticipating receiving this order, especially since it was my first time ordering from Backcountry and I was fortunate enough to use a 20% discount promo. I understand that these issues are not related to Backcountry, and I appreciate the support I have received. Looking ahead to future assistance.

I received boots with bonding or glue marks on both sides and scratches all over. When I called to start a return, the representative requested photos. I spent 20 minutes on the phone with him trying to send the pictures, but the email didn't go through. He seemed impatient and mentioned there was no reason not to trust me. This caused a total of 40 minutes on the call without any apologies. He did mention that the pictures looked worse than he expected but proceeded with the return without acknowledging the inconvenience caused. When I inquired about the handling of such situations by backcountry.com, his response was dismissive and unhelpful, leaving me frustrated. I had a positive experience with a different agent three days ago but this time was disappointing. I am now requesting a manager to reach out to me.

To whom it may concern, I recently attempted to use the 15% introductory promotional code NEWMX0A8BC that was advertised on your website's intro page when purchasing a pair of bibs, but unfortunately, it did not work. I feel disappointed and frustrated after spending time finding an item at full price that I intended to buy and then proceeding with the purchase. Could you please address this issue to restore this potential customer's trust? Sincerely, Chris

Order #b[redacted]: I purchased an Arc'teryx Atom LT hooded insulated jacket in a Medium size but need to exchange it for a Large in the same color. The intended recipient is about to leave, and it was a Christmas gift. I understand there is a 30-day return policy, and I'm inquiring about how to process this exchange to have the Large size shipped to a different address on file. I attempted to contact customer service via phone but received a message that the number is not reachable. I'm looking for assistance in resolving this matter without incurring additional expenses. Thank you.

Hello, I encountered two issues with your services. Firstly, I attempted to use the "get human" feature but did not receive a call back as promised. When I called directly, I was able to join the queue and receive a call back promptly. Secondly, I enrolled in the summit program with the expectation of enjoying free returns. However, I recently had to pay almost $10 for shipping labels for two returns because I lack a printer. This does not align with my understanding of free returns. UPS suggested implementing a scanner code for a more efficient return process, which other companies have successfully done. I have a history of purchasing multiple items from backcountry, but I feel the current process is becoming more complex. I would appreciate direct communication from backcountry instead of through intermediaries like get human. Thank you, Linda B.

I placed an order last Friday with order number: N[redacted]05 under the name Jose Passarelli. It was meant to be shipped overnight. I conversed with Mr. Cheap from your company's customer service who explained that the package was delayed due to an incorrect apartment number. He agreed to reduce the overnight fee. However, the package has still not arrived. It is urgent as someone is traveling back to my country this Friday and needs to take the order with them. I know the package is in Miami at the central warehouse, but UPS has not delivered it. The UPS tracking number is 1ZRV[redacted][redacted]11. I am at a loss on how to proceed as I have not directly contacted the delivery company and the issue remains unresolved. I eagerly await your prompt response. Best regards, Jose E. Passarelli.

I recently received a survey email from Backcountry addressed to "Hi Ron P," asking for feedback to enhance the shopping experience. I am a customer and was eager to complete the survey. However, I am not part of the perks club. Despite clearly stating in the survey that I am not a member and not interested in joining, the survey kept prompting me about the benefits of membership. Consequently, I decided to delete the survey. The email promised to help improve my shopping experience, but the actual intention seemed to be soliciting perks club membership. I prefer good customer service, a wide range of brands, competitive prices, and free shipping. If you want to understand what influences my shopping decisions, I am willing to participate in a different survey. Thank you.

I purchased "The Klamath Mountains" a few weeks ago and wrote a review shortly after. However, it seems that my review did not go through. Today, I tried reviewing it again, but it appears there may be a glitch on your website as the review did not get submitted once more. I believe there could be other reviews that have not been received as well. Here is what I shared: "The Klamath Mountains is a book I've been wanting since I moved to the area 40 years ago. The chapters are delightful, blending together seamlessly as I read through. Having backpacked in these mountains for 30 years, I found many answers to my questions in this book, which is rich in detail, beautifully illustrated, and well-written. It is the best description of these mountains I've ever encountered." - Richard Mize. I rated it 5 stars. Your website may require some improvements, and it was challenging to locate an email address to reach out. I suggest making the contact information more visible on your site. Thank you. -Richard Mize