Steep and CheapReviews 

I am writing this review as a warning to potential customers. I ordered two pairs of climbing shoes and a harness 10 days ago.
Wrong Delivery: On the scheduled delivery day, FedEx sent a "delivered" email with a photo of the package on a porch that was not mine. The house number was not visible, but it was obviously the wrong location.

FedEx Failure: I first called FedEx, who informed me that Steep & Cheap had selected an "economy" shipping tier so basic that they (FedEx) would not offer any support. They then hung up on me.
Customer Service Failure: I then called Steep & Cheap. The initial agent I spoke to offered to resend the package using 2-day shipping. Given that I had already waited 10 days for an item I never received, I requested they expedite it overnight due to the inconvenience.

Escalation & Reversal: My request triggered an escalation to a supervisor, Javier. Instead of helping, Javier revoked the initial agent's offer to resend the items. He stated that policy required me to wait "at least two business days" (until EOD Tuesday) before they could offer any assistance, including a refund or replacement.

Refusal of Proof: Javier told me there was "no way of knowing" if the package was delivered incorrectly, even though I had the FedEx photo and offered to send him a photo of my own porch to "spot the difference." He refused.

He left me with two unacceptable options: wait indefinitely, or file a 10-14 business day claim with FedEx. There was zero sympathy for the fact that my money was tied up (preventing me from buying the items elsewhere) or that I needed the gear for a climbing class.

I was forced to initiate a credit card dispute to resolve the issue.

The price is so good, order on Thursday night and got them on Saturday, I am really happy how fast it take to delivered. Would definitely come back for more gears

I bought a canopy tent, the measurements were not clear, the part that protects you from the sun was minimal and the design pretty faulty, returned the product and the didn't hear back from them, had to reach out to learn that they had not accepted my return. Customer service is rude in every step and not helpful at all

This is a dishonest fraudulently company. I purchased a backpack and returned it because it did not fit. I only tried it out at home and returned it within days. I returned it in brand new condition on the original package with all tags intact. They refused to give me a refund saying that although the bag was ok the tags were missing. Completely made up excuse. Never purchasing anything from turn again.

Steep & Cheap charges shipping when you buy and when you return. This is not communicated clearly upfront. Unless you’re sure of the size you are ordering don’t use this site. I asked to speak to a supervisor and was brushed off with deflecting statements. I won’t be shopping here again. I expect more from you, Backcountry.

I was confused about my return amount so I called customer service. My return amount seemed incorrect. The customer service rep told I was being charged for the shipping of the product to me ($13.95) AND charged for returning the items ($8.99). When I reviewed their return policy I see nothing mentioned about being charged for both shipping cost. Steep & Cheap needs to make this clear on their website. I was OK with being charged $8.99 for the return label. But paying $22.98 for ALL the shipping is not what I expected. I will not be shopping with Steep&Cheap again since this is not clear to shoppers. No one likes a misleading company. They need to rewrite their return policy.

Charged twice. Phone numbers don't connect. Clearly a third party or scam.

I ordered twice and purchased a jacket and hiking shoes. I have never complained about delivery; it was on time, discreet, and rapid. The products and merchant are great and worth the money.

I purchase 2 winter coats, although they were mailed together, I was charge shipping per each individual item.
I returned one of the items, not only they deducted the shipping from the reimbursement total, I was also charged an extra fee for the return. After 1 week and not seeing the refund in my credit card, I call them again, I was told that the refund was made as a store credit. I reminded them that this was not what I was told on the phone when first contacted them about it. The customer service rep told me that she was going to reverse it to make the reimbursement to my credit card instead. Interesting enough, when the reimbursement was made as a "credit" to my steep and cheap account, there was no place in my account that showed the credit... I learned that when I call about reimbursement status as I had not seen it in my credit card. When I questioned why the store credit was not showing up anywhere in my Steep and Cheap account, the gentlemen told me that I was only going to see the amount when I made another purchase.... Frustrating to say the least...I was advised that there was going to be an additional fee due to the reversal. I don't understand how I have to pay for something they did!
After another week of waiting for the reimbursement to show up in my credit card, I called them again this afternoon... Oops, they said, the reversal was done wrong. I will process it correctly and you should see the reimbursement in the credit card within 3 to 5 days. If I ever get it, I will not be surprise if the reimbursement will be even lower... since I will probably have to pay an additional fee for their second mistake. Be aware of their return policies, the company is not very helpful when it comes to solving an issue. They had excuses for each time I reached out to them. At one point in one of the chats, the customer service rep said "I am sorry about this, once the returned has been made as a store credit, it can not be reversed". I am very frustrated do not recommend this company.

Shanon helped we work through a card payment issue on a sunday. excellent to work with, she made it easy on my end.

Francis C was very helpful and guided me through the entire process of completing my order.
Great value for great gear!

O.Alan was really friendly and helpful when I asked him why my order was cancelled. I also had a first shopping promo code that cannot be used now but Alan was able to help me work magic while waiting for me to complete my order. Really pleasant guy. I enjoyed shopping on SaC!

I ordered a jacket and was smaller than I liked. So, I returned it. You pay for shipping and the return. They don't reimburse you for those, FYI. I was wondering why my refund was $20 less the original price I paid. So, beware.

Steep and cheap and backcountry.com have been great to me and my family over the years. I can typically find what I need for skiing, climbing and mountaineering at less than retail. The brands and quality are good, delivery is prompt and I have had no issues with returns when needed. I highly recommend them.

Bought a Dakine roller bag. Used once and stitching came apart. Was promised a replacement. Replacement never came. Was told warranty did not take effect. When asked to explain, customer service stopped responding to my emails. Got screwed out of $127 and shipping.

Great company - got the La Sportiva hiking boots exactly as ordered and sent very quickly. I will definitely shop with them in the future.

The worst customer service in the climbing industry. The incompetence of the team is appalling. After speaking with support FOUR different times, the company cancelled my order without even notifying me. This was after I sorted out the payment issue with support a week prior. Complete waste of time, you’re better off ordering from a company that values their customers time. The only remedy they offered was to replace my order. After wasting hours of my time and waiting TWO weeks for nothing to show up, I decided that it was not worth the headache. Long time customer that WILL NOT be returning.

Great pricing, terrrriiiible customer service. Rude and inattentive staff. No follow up. Waste of time even trying to get help. Purchase at your own risk (and potentially benefit! Cus GREAT pricing!) and accept their customer service will be useless and/or drag their feet with an attitude when you try to get help :)