I purchased 2 items from Backcountry. The items were reportedly delivered by FedEx and when I went to the delivery area in my building the package was not there. It took me many hours to get Backcountry to file a claim with FedEx (they said they were doing a one-time courtesy but FedEx would only allow the merchant to file a claim for FedEx Ground Economy). Backcountry refused to replace the items nor issue a refund. I reached a "supervisor" who hung up on me when I asked to speak to a more senior member of the company who could issue me a refund or replacement. This is absolutely terrible customer service by this company. They insist the package must have been stolen and I should file with my homeowners or renters insurance (this was a $100 purchase and insurance has a deductible higher than that). I will never order another item from Backcountry. NEVER. They shouldn't be allowed to sell products online.