Backcountry - Seattle, Washington

Jake Donahue

Dennis and Christine are wonderful to work with. I ended up not buying anything, but they were extremely helpful and knowledgeable when answering any questions I had about buying a new jacket for snowboarding. Per Christine's recommendation - I did go with Patagonia's Powder Town Shell and it has worked like a charm. I even wore it out to Crystal Mt and even when wiping out a few times, the jacket doesn't even have a single scratch!

Joshua All

I recently visited the Backcountry store in Seattle with the intention of returning an RVCA sweater I had purchased online through their website. I was hoping to use the value of my online purchase as store credit, and unfortunately, my experience was more frustrating than helpful.

Upon entering the store, I was greeted by Dennis, the general manager, and explained that I’d like to look around and use the money from the online purchase toward something in the store. However, Dennis immediately shot down my request, stating that online and in-store purchases were processed through separate systems, and therefore, I could not use my online purchase credit in-store. While I understand the logistical challenges of managing separate systems for online and in-store transactions, his response was abrupt and dismissive, lacking any effort to provide a solution or even a bit of flexibility.

Interestingly, the situation took a different turn when I returned to the store later on. Two staff members, including a very pleasant gentleman named Douglas, were willing to accommodate my request. They explained that, despite the separate systems, they could allow me to use the value of my online purchase for an item in the store. This starkly contrasted Dennis’ rigid stance and indicated a disconnect between the general manager and his team. Douglas even went above and beyond by passing along my contact information to his assistant manager, Christine, who kindly called and left a voicemail to follow up on the situation.

While I appreciated Christine’s outreach, the inconsistency between Dennis and his staff left a bad taste. The lack of alignment between the general manager and his employees reflected poorly on the overall customer service experience. I’m all for sticking to policies, but the lack of flexibility and poor communication from Dennis made the process unnecessarily difficult.

Ultimately, my experience at Backcountry in Seattle has led me to the conclusion that I will not be returning to this store as long as Dennis remains the general manager. The staff, particularly Douglas and Christine, were great, but the managerial approach left much to be desired. It’s unfortunate, as I’ve had positive experiences with Backcountry in the past, but poor leadership at the top makes all the difference in delivering a quality customer experience.

Michael Bright

Wanted to detail my return experience from an online order because there are a couple mixed/negative reviews. Walked in the store, there's a sign by the left side of the checkout counter for "online returns". I told the friendly employee my order number and was out of the store in a minute or less! Super easy and the return was processed by the time I got home.

Jennifer Bee

Friendly staff and my husband found a lovely new t-shirt - bonus that it was on sale.

Paul Richmond

Doesn't seem to stand behind product.

I purchased a $200 + jacket during my trip to Seattle (I live 2 hours away.)
The very next day the jacket ripped through normal wear and tear.
Their "Customer Service" will only only repairs through store.
Their Store will only apparently make adjustments if I take 4 + hours to physically bring the product in.

Disgusting, especially given the representations of a "lifetime warranty" I was given by the "gearhead" who sold me the product.

This jacket had the "lifespan" of a Mayfly.

Lydia Manaois

This is a great store. I’ve only visited once but my mom has bought numerous things here, including a pair of snow pants for me. The layout of the store is very inviting and cheerful, with a lot of lights. They have some great products as well, I got a ski jacket and balaclava here; I included pictures of both. I really like how they have sales pretty often too! This store is perfect for the outdoorsy and adventuring PNWer, I’m looking forward to coming back!

Serena Engel

I LOVE this place! The staff has helped me to have an amazing PNW summer by helping me select gear that best suits my adventures. This is hands down the best customer service I’ve ever gotten shopping in a store and considering what I’m shopping for I’m so grateful. I get an education plus the things I need! Special thanks to Forrest for helping me pick out my sleeping bag and Jose for helping me with my backpack today and the mustachioed man whose name I totally forgot to ask for helping me find a sleeping pad ?

Kari Collins

Best customer service I've had in years! Called first and was able to get all the information from knowledgeable staff. Placed order online and had delivered in store where Forrest helped to install and performed best value bike tune-up in Seattle. He took the time to explain the pros and cons of some other upgrades I'd been considering. 5 stars, 10/10, chef's kiss - great shopping experience!