I spoke with Norma from Back Country regarding missing items from my order, and the experience was extremely disappointing. Norma was unable to resolve any of the issues, nor would she accept or trust the findings of the third-party shipping insurance company, which clearly stated that two of my items were never shipped from Back Country’s warehouse. When I asked why Back Country would partner with a third-party company they apparently do not trust, or whether the shipping insurance offered by Back Country was legitimate and intended to protect consumers, Norma could not provide a clear answer. Our conversation lasted over an hour, yet no resolution—or even a plan for one—was offered. In addition, there was a significant language barrier throughout our interaction. Norma’s strong accent made it difficult to fully understand her, and her inability or unwillingness to respond directly to my questions suggests that communication was a challenge on both sides. The implication that both I and the third-party insurance company were being untruthful was particularly unacceptable and unprofessional. Mistakes can happen in warehouse operations, but how they are handled defines a company’s integrity. Unfortunately, this experience has completely eroded my trust in Back Country. This was my first and will be my last time shopping with your company. I cannot, in good conscience, recommend Back Country to others. I will be informing members of our adventure group to consider more reputable apparel and gear companies—ones that respect their customers’ time, honesty, and hard-earned money