Manufacturer, Retailer, Survey and Consumer Feedback - backcountry customer service

I've used Backcountry and their outlet a few times to pick up stuff late in the season (off sizes, colors, cheap) in the past. I got a set of Giordana Laser bibs for about 40% off, for example, largely because the fron panel was dark grey and not black (I'm not that vain...).

Last week I ordered a Castelli jacket from them on closeout at a great price, along with some gloves.

First the shipment was late, and they refunded my shipping charge, which was a classy move.

Then, last night, I opened my box and my heart sank. Gloves, but no jacket. Ugh.

I called, upset, and they were awesome. After some time looking for another jacket in 2 warehouses (they were completely sold out), they told me to have a look at the website for an equivalent and call back. I ended up with a very nice new model Giordana silverline jacket (I love Giordana stuff) at the same price as last year's closeout Castelli I had ordered (a significant difference of over 40%). They also comped shipping.

So: happy customer, happy to endorse them. Screw-ups happen, it's how they are dealt with that makes the difference.

I've had nothing but fine service from backcountry. Highly recommended!!

They are so horrible..... if they didn't have such good deals i'd never even look at chainlove..
The customer service people seem like they grew up in the backcountry... i say if you sell bike related items... maybe you should know a little about the stuff you sell... i ordered some hincape hc12 ceramic bib shorts and got the shorts...... called and they were out of the bibs... and they told me they were out of the shorts too... so i just ended up keeping the shorts.. they were still a good deal...

Rather than start a new thread, I'd like to contribute here.

I recently had a manufacturer's defect on a component that I ordered through Chainlove.

I called backcountry and they:
1. immediately 2 day shipped a replacement at no charge, so that I wouldn't have to wait for the replacement part to arrive
2. emailed me a prepaid RMA return shipping label that i can just stick on the replacement part's packaging to return ship

wow, I don't think customer service can get much better than that--especially considering the fault was on the manufacturer.

They are good in my experience. Not that there are never any snafus, just that they make good when there are. They have a lot of CS people. Some are good, some aren't. Just keep at it, until you get the one that makes it their mission to solve your problem.

Newbie here, but I have been a stepandcheap dot com addict for some time. I have gotten almost all my camping gear and what not from them. I can't tell you exactly how much I have saved from them but it is at least a grand, yes I have bought some things i didn't need(oakley whiskers($79), kayland boots($40)....) but I have never been disapointed with the service or the product. I have ordered at least 20 or so times and each order has gone flawless.

You know backcountry runs like 5 or 6 other sites besides cheapandcheap? bonktown, tramdock, brociety, whiskeymilitia, and of course chainlove dot com. I am like a crack addict sitting around waiting to see whats next (not so bad now).