My experience with Backcountry was one of the worst I’ve had with an online retailer. Their handling of my order was shockingly unprofessional. I ordered a women’s Parks Project sweatshirt on 11/24, but instead received the wrong item (a men’s Patagonia vest) on 11/29 . Customer service initially apologized and said I could keep the vest free of charge as a courtesy for their mistake, and that my replacement would ship out immediately. But when I followed up on 12/10 after hearing nothing back, they backtracked on their promise. They told me I now had to either return the vest or pay full price ($120) for it in order to get the item I originally purchased ($60). This was infuriating since they had already admitted fault and told me the vest was mine to keep as an apology so I had already gifted it to my fiancé to wear. Instead of taking accountability, they tried to make their mistake my responsibility. Mistakes happen, but the way this company handled theirs—by backtracking on promises and creating extra hassle for the customer—is unacceptable. Backcountry needs to take accountability for their mistakes and honor the commitments they make to customers. This kind of behavior is unacceptable and has completely undermined my trust in them. I won’t be ordering from them again.