Steep and Cheap Reviews 51

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.

Date of experience: May 21, 2025

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

Date of experience: May 19, 2025

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.

Date of experience: April 10, 2025

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.

Date of experience: February 18, 2025

Date of experience: March 10, 2025

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

Date of experience: March 09, 2025

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

Date of experience: March 05, 2025

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!

Date of experience: February 28, 2025

Date of experience: February 10, 2025

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.

Date of experience: January 10, 2025

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.

Date of experience: November 06, 2024

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.

Date of experience: October 07, 2024

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

Date of experience: November 27, 2024

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.

Date of experience: October 31, 2024

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 :)

Date of experience: October 14, 2024

They sent me a sleeping bag with tears and down clearly leaking out. An expensive bag as well. I needed to proceed with a planned trip in which I needed the bag and offered to repair the bag and would appreciate a small amount for my time and materials and they agreed, but later offered zero assistance or follow up. I was passed around until it became evident they were just stealing my time until I quit. I have been a full time climber for 30+ years, the main contributor to summitpost (Dow). I do not advise buying gear from backcountry.com (steepncheep) with so many other valid choices out there.

Date of experience: October 04, 2024

Received a bag that had a rip in it, only had one of two straps and had dirt inside the bag. Customer Service requested pictures of the damage, which I sent. I returned to them using their Return authorization. Received confirmation they received the bag. I then received confirmation the return was complete, with information about how long my refund would take. Ten days later, when I asked about my refund, was told I was only receiving a store credit because sent back a dirty, used bag which was missing a strap. Which I did, as that was how I received it from them. All the second Customer Service person could tell me, was, the first person made no notes, so too bad for me.

This site is simply where Backcountry(.com) dumps their unwanted gear - and they do their best to make sure they get their money out of that unwanted gear. It’s unfortunate. I’ve had good experiences with the main site.

I have been promised a refund after providing the pictures of the damage for a second time. Customer Service doesn’t understand why I’m skeptical I’ll ever see the refund.

Date of experience: June 25, 2024

DHL lost in transit. Package sat in VA for several days so I called S&C. They sent replacement via Fed Exp. It came in a timely manner. New Issue: Replacement didn't fit so I returned and re-ordered in different size. Now waiting for DHL to send. DHL records show it is delayed. Shows handed off to post office in an IL hub and to allow 1-3 days, (not business days) for tracking update. Here it is 5 days later and I see package has been delayed. Same story, different day. Too bad DHL/Post Office holding up orders. I don't blame S&C but won't continue to "work" for my orders. S&C phone rep was very nice but told me that I could contact DHL or post office. I told him that S&C contracts out to DHL so in my opinion it is their package and they should look into it. I doubt that's going to happen so I will wait to see if/when pkg. arrives. I'm ready to cancel.

Date of experience: June 18, 2024

Jacket had a hole and they quickly sent a replacement

Date of experience: January 16, 2024

Unbelievably inflexible service. They harp on about an authorisation code that is needed before they will complete the transaction. However they do not listen when told that Amex do not give the code to the customer, it must be requested by the merchant directly. Quite a simple statement of fact after I rang Amex to inquire, and yet Steep and Cheap or is it Fixed and Inflexible?, just say that they will not do anything without the code. Not even take the time to ring Amex, as the bank told me they need to do.

Date of experience: April 19, 2024