ozbackcountry.com.au Avis 45

Had a pretty bad experience with these guys.
Okay, my purchase wasn’t the biggest but still you got to look after your customers.
Sent me the wrong item and when they said they were going to ship out the correct item amazingly it was out of stock and they refunded me, so they wouldn’t have to pay for shipping.

Their response to me was I’m welcome to put another order in so it was in stock. They just not want pay for the shipping when they made the mistake..

I can’t express enough the exceptional service these guys provide. I have two postal addresses and when placing my order had the wrong shipping address selected. I contacted Stu from ozbackcountry and he went above and beyond to have the shipment returned to sender and then had it shipped to my other address. I’m very grateful. Cheers.

Initially the service was good. I placed my order and it arrived quickly and in good condition. My complaint would be more about false advertising. I wish I could add photos. I ordered a bike helmet specifically for the beautiful purple colours their website showed it as. The colour did say flip flop purple so still I’m expecting purple, very purple as their advertised pictures showed. When the helmet arrived it was a dark green (or some may call it blue) either way it wasn’t purple. There was no purple to be seen. When I emailed asking for a refund I was asked to send pictures which I did. I was told the manufacturer said it’s flip flop purple. Anyway after some toing and froing I did get my refund but just be careful about the colour you order because it may not be as pictured.

Purchase made and paid for on 17/01/26. No email or tracking details sent. On 29/01/26, I got an email saying that as requested, my order has been cancelled. Well, weird, as I definitely didn't cancel the order. I contacted the store and asked about the odd email. Turns out, they had no stock. Really could have just said that and said it sooner. Gear has since been purchased elsewhere.

I purchased a Cardo outback pack talk from Oz outback on 15 January with a delivery date by 23 January with the item saying that the product was in stock. I’ve been trying to contact them on telephone to no avail, sent several emails and just kept getting the runaround. They’re telling me the product is out of stock and will be in next week. I requested a refund. I’ll keep you updated on how this goes.

I want to give a shout out to Fran for her awesome customer service during a recent warranty claim(x2!). From first contact, to submitting a claim through the issuing company on my behalf, to providing timely updates- they were all done in a professional, friendly and efficient manner.

The process was stress free and got us back out camping where we love to be.

We also got our original products on a good sale offered by Oz Backcountry, so all round a great experience despite some faulty manufacturing which was out of their control :).

Be careful when ordering clothing from this supplier as their product sizing is not consistent with their own sizing chart nor with Australian standards. I ordered a "large" wetsuit under garment but when it arrived it was far too small. I literally couldn't get it on. According to Ozbackcountry's own sizing charts, a "large" size should have easily fitted me and this is consistent with the fact that I regularly purchase "large" sized clothing and have never had a problem previously.
However, when I requested a return of exchange, I was told there would be a $30 restocking fee (plus many other caveats) even though the company promotes free returns on its webpage.

I purchased a product from Oz Backcountry and was sent the wrong version (standard instead of pro). Despite multiple attempts to contact them—via email, their website return form, phone calls, and even social media messages marked as “read”—I received no response. It was only after lodging a chargeback, and it was processed, that they finally replied.

I also contacted the ACCC, Consumer Affairs Victoria (CAV), and the Office of Fair Trading (OFT), who confirmed they had received previous complaints about this company.

Other reputable retailers will happily match Oz Backcountry’s prices, so there’s no reason to risk dealing with a business that fails to provide basic customer service. Purchase from a company you can trust.

Great service, super fast delivery, quality products and great deal on my 3 OGIO Rig 9800 travel bags.
Overall a great online shopping experience as I dont generally shop online. Thanks to Kaz for great communication and excellent service, they were quick and responsive and I couldn't be happier with the OGIO travel bags, they're awesome and were cheaper than anywhere else.
Thanks Oz Backcountry

Don't ever try and send anything back for a refund. The process is crazy complicated and costly.
Sent something back, filled out their form send it back only to have it returned to me again months later unopened. I checked their address.
They didn't even bother to open it. I complained, the process then got more complicated. I gave up...
Which is what I assume they want.

I bought a pair of Black Diamond Pursuit Trekking Poles from Oz Backcountry that arrived faulty straight out of the box. A warranty claim was arranged through Black Diamond, and Oz Backcountry covered the return shipping, which I appreciated.

However, the overall process was slow and frustrating. The courier pickup for the return (via StarTrack) was a mess, unclear time windows, no communication, and I ended up wasting an entire day waiting around for the driver, who finally arrived hours late with no notice.

Although the refund was eventually processed, the experience was far more complicated and inconvenient than it should have been.

Disappointing overall.

I'm Denys Martin.
I bought an Orca Vitalis thermal wetsuit as well as wetsuit cement from Ozbackcountry.
It was my first purchase with ozbackcountry.
I ordered express delivery. I received it as I had wished: just in time for the weekend !
Stu and Fran were both excellent in following up to make sure the order went smoothly and that I received the parcel quickly.
Very happy with ozbackcountry customer service.

I bought the Elite OSMO tent. I am also extremely experienced and very gentle with all my gear. The fly ripped on its second pitching. And this company and NEMO have not honoured the sale. All they offered was for me to post the fly away and be totally without my very expensive tent for the rest of the hiking season. ( I do not backpack when it gets warmer). So just a word of caution.
I am extremely disappointed. To say the least.

For two years or so I have now had to put up with email spam from this company, despite my repeated pleas for them to stop.
At one stage the owner promised she would send me some complimentary Clif Bars to apologise; which of course she never did.
Now 6 months or so later, I am receiving even more of their advertising garbage.
If you don't want a lifetime of harassment, don't order from these people!

I bought a 100% brand sunglasses from them on Tuesday this week. Pleasantly amazed by the shopping experience and delivery time.
Bit of back story - The discounted price was unbelievably low and the website doesn't has much reputation. So, I was skeptical initially. But being a techie I could tell the website was well built with attention to finer details, not something a scam website would be good at. So I pulled the trigger, but took caution by paying via Paypal. Everything went smooth and the sunglasses got delivered within 3 days. Hurray!
Kudos to this Aussie family business for doing a great job. I will return to buy from them again.

So I was on the fence about whether to buy or not so I shot them off an email asking for a bit more information not expecting to hear back anytime soon. To my surprise I had a response from Fran with in the hour addressing my queries and making a recommendation.
As a result I decided to go with the recommendation but when I went to make then purchase I found that the mixed pack was sold out. So I messaged Fran about this and once again had a quick response, but what really blew me away was that Fran had put together a sample pack for me and had included the invoice with a link to complete the purchase online with out any fuss.
Fran really took customer service to the next level, I was and am super impressed. Thank you Fran

I bought an inflatable pillow but I left it a bit late to get it by Easter, or so I thought. I wrote to Ozbc and Fran must have expedited the order, because it arrived only a few days after I wrote to them. Outstanding service and great prices. Thanks Fran.

I found the perfect wetsuit for swimming (comfy, warm and stretchy) at Oz Backcountry. But unfortunately I bought the wrong size.

I contacted them to see what my options were (exchange or refund). Fran was fantastic - patient and helpful. She kept me in the loop throughout the process.

I ended up opting to exchange for a slightly different product (full length wetsuit) in a larger size.

Very happy with experience and highly recommend purchasing from Oz Backcountry.

My experience with Ozbackcountry has been very positive. I have received quick/clear communication and the item delivery was spot on. Last year I needed to return an item due to a change of plans and this was no problem. Looking through their product range, it becomes clear that they have set quality gear and competitive pricing as priorities (which is what we all want!). Moving forward, Ozbackcountry will be my first port of call when I'm in the market for a new bit of outdoor gear.

Have been great to deal with, more specifically, Fran has gone above and beyond. I appreciated Fran's attentiveness throughout my dealings, with purchasing, returns and exchanges. Very easy to work with and a real credit to the team at OBC.

OBC will be the first stop I return to for my gear based on the excellent service Fran has provided, along with their quick postage, competitive pricing and price matching. See you all again soon.