Backcountry Retail Store

Category:	Outdoor Sports Store
Address:	2607 South 3200 W, West Valley City, UT 84119, USA
Phone:	+1 800-409-4502
Site:	backcountry.com
Rating:	4.2
Working:	9AM–8PM 9AM–8PM 9AM–8PM 9AM–8PM 9AM–8PM 10AM–5PM 10AM–5PM

Location

Photos 85

Reviews 7

Brandon M

Buyer Beware! Following an ad for "Free 2-day shipping" which showed a picture of the item I was wanting to purchase, I made my way to the site. I was then told that 2-day shipping was not available for that item no matter what the ad said. I made a large purchase after speaking with a chat rep. I asked specifically if it was shipped via UPS (not aware of the OnTrac shipping issues that are plastered all over the internet), and the rep said it would be. Pretty deceiving since they use OnTrac shipping. OnTrac shipping has a BBB rating of 97% NEGATIVE for losing packages, and items not arriving on time, not what you want to hear when you just spent a large amount of money. And, if you do happen to chat with them, make sure that you click the send email button before the end of the chat, because if you dont do it before the chat is over, it wont allow you to send it...amazing. I also specifically asked if I would have to pay tax, and was told "no" by the chat rep... he forgot to mention that they do send purchase info to the state and you may be taxed afterwords (which I later found on the website). When I contacted another rep after seeing that it wasnt being shipped via UPS, he said he could not locate anywhere that UPS was mentioned in the chat logs although it was in there at least twice. I have a copy of the logs and told him where to look... he wouldnt admit that it was there. Item arrived a day after the guaranteed date, and if I had not called OnTrac, they would have left the item at the front door because no signature was required. BBB complaint filed and no response from the company.

u0492600

I think the store is nicely set up. Sometimes stuff is significantly cheaper than the stickers say, so if you like something look it up on the website. People are usually very friendly. They never make me feel bad for returning stuff and then I dont have to worry about shipping it back to the warehouse (since I live in SLC). They have also given me climbing recs as I am picking up some stuff before jetting to Moab. Also, they have tolerated my kids just fine, and have free coffee and hot chocolate while you wait. You have to also realize that they have two huge warehouses, one on the east coast and the SLC warehouse, so you can only try stuff on that is at this warehouse. Usually it works out fine, but you can always ask the web chat people. I dont work for backcountry, I am just a fan, and have been impressed by their service. In the past, I have had to submit two requests in the store for multiple sizes of the same thing, but the last couple times, they have been better about it. Typically, I wait for 5-10 minutes for each request. No pressure at all, which is nice when you just want to see what an expensive piece of equipment or whatever feels like...

Alex CavScoutLT

I visited the retail store as I wanted to try on a product that was listed in stock on backcountrys website. When I spoke to the sales associate at the front desk, I asked if they had the item in the warehouse and if they honored the price match guarantee as stated on backcountrys website. I was told yes to both questions. The item was brought out in less than five minutes and fit perfectly. I was excited to bring it home and put to good use the next day. Upon checkout, I showed the sales associate the price of the item as in stock at different reputable US companys website for 38% cheaper. The sales associate said that that was too cheap and was less than what backcountry paid for the item and therefore could not sell it to me at that price. I was offered 15% off instead, however, I decided to go to the competitor to save the additional 23%. I do not understand why backcountry would say they have a price match guarantee and then not stand by that guarantee. I am disappointed and do not know if I will shop here anymore.

jax siddharta

Its the most amazing customer experience, so the initial scoring would have been a six star. After calling customer service and finding out which items are in the west valley warehouse I went there to try them on. Once I chose one item, I basically picked it up right there from the warehouse window.. I requested to get a new item, not the one on display. That would have been the six star experience. However, once I got home and unpacked the new item, I discovered fingerprints and a scratch on the lens. I called immediately and returned the item for an exchange and that meant to deal with skeptical staff at the front desk. They remembered me buying the item the day before and openly doubted the case. Now I am being quizzed and basically frowned upon by two of the front desk employees. How embarrassing that was can anyone imagine. Awful experience......which levels the score to 3 stars.

Ashley Reynolds

Ordered an ALPS double sleeping bag from them and it arrived a day earlier than the estimating shipping said. Bag is awesome and we are excited to use it. While unpacking and playing with the new bells and whistles we noticed that the draw string for making the single bag into mummy bag would not pull loose. Looking further into it the drawstring was sewn into the seem of the bag as a manufacturer defect. I was able to call up and speak with customer service, Dex was on the other end of the line and immediately took care of the situation initiating an exchange of the bag getting a new one sent to us right away as not to hinder our close approaching camping trip. Dex was fast, friendly, knowledgable to the procedures and most of all genuine in his ability to assist. Backcountry has made lifetime customers out of myself and my husband.

Jacob Wiglama

We thought we would make a quick stop at the store before climbing at Big Cottonwood Canyon. Went there around 1:00 PM on a Saturday (wasnt busy) and requested to have them pull a climbing harness. 20 minutes later I asked why the item hadnt been pulled and they said they would get on it (the slip you fill out says it takes them 5 minutes). 10 minutes later after waiting a total of over 30 minutes (it showed as 30 minutes on the screen) we walked out of the store quite disappointed. There were at least 4 workers riding around in the back on scooters and 4 up at the front desk staring at computer screens but no one could help us buy from them? they werent even busy! The store front looked cool and I liked the pick and pull idea but after my experience Im never going back, Still gotta pull the goat sticker off my car.

joe Thompson

This is one of the most untruthful companies Ive ever seen....they sell products that state having a "lifetime warranty" and then leave u high and not to dry when you try to use it... the old town kayak I have was a gift to me by a family friend and back country stated "since I wasnt the original purchaser" that they would not fix the issue.....unreal.... a almost 1500 product and they refuse to stand behind it..... I can walk in the Bed Bath and Beyond and buy a $25 toaster and thats covered for life.... do you see the problem with this company? Do your research before you purchase anything from this company in-store or online, they obviously are big believers in the buyer beware mentality and take full advantage of it..