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Christian George wrote:

Well, I'm no fan of the Three letter company that owns this site, and I will never shop there again, but what just happened with Backcountry.com has me stamping my feet. 

A month ago I placed an order for some dogbones and a new grigri. They sent a confirmation email, but never a tracking number. A week went by so I called. 

They said that order didn't go through, just order it again. So I did. 

Then they ship me the grigri and 3 of the 12 dogbones. Their website says two packages delivered but only one came. Supposedly there is 8 dogbones in that one. 

So what about the 12th bone?

Tough luck bro. 

Their website said there were plenty in stock. 

So I'm leaving on my trip in an hour and only have three draws. 

I called to see what was up and the guy was not helpful. I asked to speak to a supervisor and he wanted to argue with me and didn't transfer me to a supervisor. 

When we accept bad service it only hurts our fellow climbers who have to deal with them in the future. 

Vote with your wallet. 

What's your beef with REI?

Sorry to hear that. I don't know about your specific situation, but I've been ordering from Backcountry.com for years and I've had nothing but great service and super quick and accurate delivery. 

Sucks to hear they dropped the ball on you. I have been ordering from them for years and they have consistently followed through with incredible customer service and competitive prices. I'm sorry to hear that happened to you, but I will continue to shop with them until they let me down. 

I suspect they will work to resolve your issues with them.

My only beef with them is how often they call to say "Your representative has left the company, but here's my phone number and email address, let me know if you need anything". I work in Reality TV and I have to answer numbers that I don't know since they might be work. Stepping away from set for those Backcountry calls gets annoying. Sorry to hear they messed your order up so badly.

"Never buy from backcountry.com" 

That was click bait, you caught me. I guarantee you won't convince anyone to "never buy from backcountry.com". Like everyone else I've been buying from them for years and have had nothing but great service. Sorry you had a bad experience but this thread won't accomplish anything

RandyLee wrote:

My only beef with them is how often they call to say "Your representative has left the company, but here's my phone number and email address, let me know if you need anything". I work in Reality TV and I have to answer numbers that I don't know since they might be work. Stepping away from set for those Backcountry calls gets annoying. Sorry to hear they messed your order up so badly.

Yeah, the whole "representative" thing is weird.  I was watching for the Blancos to go on sale in my size and asked about it on their website...next thing I know, I'm getting a call a few weeks later when they came back in stock and being asked if I want to place an order.  While I appreciated the update, cold calling customers is a bit much.

That said, customer service has always been fine and they often run pretty good sales.  At the end of the day, as long as they can reliably deliver products (which they have for me) and offer competitive prices, I'll still order from them.

Christian George wrote:

How much time have you got?

I could write a book. 

But they own this site and I'm not going to type it all out only to have it deleted. 

i'm more curious now, please go on

I guess there wasn't a local shop in Colorado that could have got you set up

You do realize that SHIT HAPPENS right? I've been using them for years and never had an issue. 

Christian George wrote:

How much time have you got?

I could write a book. 

But they own this site and I'm not going to type it all out only to have it deleted. 

They really don't care. There was that other anti-REI thread a few months ago that was untouched by them.

I have been ordering from BackCountry for years and never had an issue. I prefer them over REI (too limited/lack of brand diversity)  but that "gearhead" thing they got going on is weird. 

100% just ship my order and don't call my phone while I am at work. kthnxbye. 

I've had nothing but good experiences with backcountry over a multi-year period. 

If they've identified you as a loyal/big customer, they will assign you a specific representative (don't know how much you have to buy for this to happen, but I know it exists). Talk to that rep, if you have one.

Simple answer, support your local gear shop and don't buy online.

mpech wrote:

I've had nothing but good experiences with backcountry over a multi-year period. 

If they've identified you as a loyal/big customer, they will assign you a specific representative (don't know how much you have to buy for this to happen, but I know it exists). Talk to that rep, if you have one.

Is that how they decide to call? Huh. Makes sense tho, I've spent a huge chunk of my income there

It's all about supporting your local mountain shop, you know the people that live and play in the mountains. In my experience they're the most knowledgeable for local beta which in my opinion is worth the extra few bucks you spend at their shops. Most of them will even take orders over the phone and ship to you if they don't have an online store. 

Kyle Elliott wrote:

Is that how they decide to call? Huh. Makes sense tho, I've spent a huge chunk of my income there

If that's true, the number is relatively low. They called & emailed me after my first purchase, which was a rope, helmet, and a few quickdraws.

Their two day shipping and price matching gets me every time. 

Bastards

Kyle Elliott wrote:

but that "gearhead" thing they got going on is weird. 

100% just ship my order and don't call my phone while I am at work. kthnxbye. 

And rather annoying when it comes to gear reviews. Their site used to have a pretty good spread of reviews given the wide customer base. Now things will have 5 stars and I'll read the "gearhead" reviews where it becomes quite clear that the person does that activity at barely a recreational level. They simply don't have the base of experience to make a useful review. Sorry buy I don't care what someone who climbs gym 5.7 thinks about a pair of genius's.

Christian George wrote:

The big guys forced a lot of small shops out of business over the years, that's Beef #1, but the free market is what it is. 

Agreed, but there are still select specialty shops out there that are actually successful. I'm based in CA but Wilson's in Bishop, Fifth Season in Shasta, and Alpenglow in Tahoe City are great examples of this.