Experience with backcountry.com
After arriving at my first campsite, I decided to get some things needed for my travels. For the last 3 years I have been traveling with the same tires and haven’t noticed much degradation until recently. So the only natural thing to do was to replace my overused tires with something brand new.
Doing a quick search for a place I can reliably and quickly have an order shipped to me, I decided to go with Backcountry. Browsing their website was a few simple clicks to what I needed. I Selected the options and continued to checkout. In the final stages I received an ‘unknown error occurred’ so I decided to call them. Placing the order was simply a matter of narrating the things I needed and providing my card details.
The gentleman on the other end of the phone was quite helpful. I explained that the website offered a 15% discount. He mentioned he could do 20% off which was great. I then explained my situation and needed the items as soon as possible and paid extra for 1 Day Shipping.
The order confirmation arrived almost instantly and everything was set in motion. The next day I checked the shipping and it was noted that the package still hasn’t left the complex. I started to wonder what exactly ‘One Day Shipping’ really meant. Did it mean I would get the package in one day or it would only take one day for them to decide to ship it. I then contacted the company. The guy said it should have already been shipped, apologized for the inconvenience and refunded me the one day shipping charge. The package finally arrived 4 days later. After the extreme struggle of fighting with my tire to remove it from the rim, I was finally able to assemble it back together with the new tire. After a dreadful hour I finally had everything put back together. Quickly glancing at the tread I noticed some ‘cracks’. Initially I figured it was just some rubber sticking out from the manufacturing process but looking closer, it was actually cracks in the tire.
This was supposed to be a ‘new’ tire. Looking at it you can see the discoloration. You would think anyone working with these items on a daily basis would have noticed this tire is defective.
I then called the company and sent them the picture. I explained my situation and how my time was limited because I was at a campsite. I did not have any way to return the item, wait for them to ‘check it’ and process a replacement. So they said ‘Keep this one as a backup, we will give you $40 in store credit’. Great, $40 would not even buy a new tire… There is no way this one is usable.
This was definitely their problem and I felt like I wasn’t being treated properly seeing how they sent me, not only a defective but damaged product. I persisted to explain I was not being picky and needed a replacement. Eventually they said they can send me a new tire in good faith and allow me to send the faulty product back to them when I was able to.
Feeling relieved and appreciative of their generosity ( although this was totally their fault ), I was told they would give it a 2 day shipping. Considering the 1 day shipping and it took 4 days to arrive, I am skeptical to think it will be here on time – we’ll see.
Overall, the customer service was good and they did apply discounts and helpful resolutions but there is no way any ‘credible’ company should have allowed this product to remain in stock let alone shipped to a customer.