Lyle
06-18-2009, 11:35
I seem to remember having read some negative comments about the service from Backcountry.com at some point in the past. I did a search, but could not find the comments, so decided to just start a new thread.
I very recently was looking to purchase a thank-you gift for someone. She is a very petite hiker, so I was looking for a Woman's small MicroPuff or Thermawrap vest. Choices were very limited. I did find one in an acceptable color at Backcountry.com. I was quite hesitant to make the purchase because of the negative comments I remembered. I did, however, place the order (on sale :D), and received the vest within the stated time. I then packed it up and mailed it to the actual recipient with a card. When she received the vest it turned out too small, so she contacted Backcountry.com about exchanging it. She told me they were extremely helpful, gave her a return authorization and took the information about what size/color she would like in exchange. She explained that it had been a gift, and requested that they send the new item directly to her - no problem.
Since I was the original purchaser, they notified me immediately when they authorized the return, when they received the returned vest, and when they shipped the replacement. This was the amazing part. The time lapse was just a matter of a few hours from when I got the notification that they had received the returned vest and when I received notification that the replacement had shipped, complete with tracking info.
Sorry for the long post, but this has been SUPERB customer service - couldn't have asked for, let alone expected, anything better. Because of my initial hesitency to order based on other comments I had read, I just wanted to put a positive post up about Backcountry.com. I will not hesitate to purchase from them in the future.
I very recently was looking to purchase a thank-you gift for someone. She is a very petite hiker, so I was looking for a Woman's small MicroPuff or Thermawrap vest. Choices were very limited. I did find one in an acceptable color at Backcountry.com. I was quite hesitant to make the purchase because of the negative comments I remembered. I did, however, place the order (on sale :D), and received the vest within the stated time. I then packed it up and mailed it to the actual recipient with a card. When she received the vest it turned out too small, so she contacted Backcountry.com about exchanging it. She told me they were extremely helpful, gave her a return authorization and took the information about what size/color she would like in exchange. She explained that it had been a gift, and requested that they send the new item directly to her - no problem.
Since I was the original purchaser, they notified me immediately when they authorized the return, when they received the returned vest, and when they shipped the replacement. This was the amazing part. The time lapse was just a matter of a few hours from when I got the notification that they had received the returned vest and when I received notification that the replacement had shipped, complete with tracking info.
Sorry for the long post, but this has been SUPERB customer service - couldn't have asked for, let alone expected, anything better. Because of my initial hesitency to order based on other comments I had read, I just wanted to put a positive post up about Backcountry.com. I will not hesitate to purchase from them in the future.