REI

Satisfaction is definitely not the priority. I placed an online order for a gift and was given a delivery estimate of a week later. No notification and no product delivered. I contacted the store and was made to feel like a burden for even asking. I contacted customer service where I was again made to feel like I was wasting the agent's time only to find out that it would be an additional twenty days of wait time before the item "might" be delivered. This would have been an easy communication from REI regarding order status but clearly not their priority. Unacceptable service and communication. Customer lost with first online transaction.

Even Fauci has said the pandemic is over yet REI continues to require proof of vaccination and recommends masks even for OUTDOOR activities. I have unsubscribed from all emails and will no longer shop at REI.

Highly recommend another retailer plenty of them out there. They don't really care about you or your health and exposing you and everyone you come in contact with covid. I ordered a jacket online the week of thanksgiving it came and didn't fit right so like most companies called to exchange for the correct size. It would have been easy if I didn't use a gift card but since I used a gift card really didn't have any choices except go to the store and do an exchange to get it before Christmas and not just lose the money on the gift card. You can tell the companies that care about customer this is not one. (No price matching. Spent hours on the phone trying to get the right size, had to call back to get a return label) Never use a gift card unless you want a hassle better off giving your business to retailer that cares and understands we are in a world wide pandemic maybe REI doesn't believe this is real.

My wife bought a pair of Merrell hiking shoes 2 years ago, didn't wear much, but did this past week on a 4 day backpacking trip on the John Muir Trail in Yosemite. It was the first time she really wore them on a long hike. She got blisters pretty bad, even though they were two years old (and worn in). She returned them today to REI and they gave her a full refund. Wow. I have total confidence buying products from them... they really stand by their stuff.

Yesterday I opened a package from REI that I had ordered online and discovered that one of the two items was missing. In my 38 years of life, my experiences with large corporations have been largely negative, so I was expecting a hassle. I called REI this morning to report the problem and was pleasantly surprised they sent me a new shipment without any questions asked. I was on hold less than 5 minutes total. They asked if standard shipping "would work for my needs". My needs actually matter to them? The "customer is always right mentality" still exists in a large company? All I can say, is Thank You, REI, for being a classy company and may the rest of the corporate world follow your lead.

You get what you pay for. The first time I saw the prices here I ran back to the generic sporting goods store where I've usually gotten my hiking supplies. Then the hiking boots I ordered from said nameless sporting goods store completely fell apart when exposed to snow. That's when I realized that if you want quality, you have to pay a little more, at least in the short term. I bought my hiking boots from REI 5 years ago and have taken them through some of the most insane cross country trips since. Those boots are still with me. In the end, I may have paid less since I haven't been buying new boots every year.

I'm going to keep this short. REI does not stand behind their products 100% like they claim.
I have a four + year old REI dry bag that has failed at the welded seam. They will not warranty it because I do not have a receipt. I told them that it was a gift from my grandmother. I was told by the REI sales person that my grandmother should've kept the receipt. I said, are you kidding me! This is a REI product with REI stamped all over it. My grandmother has passed away. What does REI want me to do? Dig her up and ask her what she did with the receipt. I will never buy a REI product again! Patagonia has the best warranty going and stands behind there products. REI should take a lesson on how to treat there customers from Patagonia.

What a terrible service. Ordered a JetBoil Micromo (A*******). Even paying the order was a special quest with NUMBER of chats with agents. Eventually, the order was paid, and shipment was scheduled to 06/20/23. What am I seeing? Money is back to my card, order is in "backordered" state... Wait, what? I have literally a number of contacts with their agents, saying everything is fine, order will be shipped, wait for a schedule. What a joke...

Product listed as "in-stock" hasn't shipped yet... and the order confirmation arrived a week and a half ago. Correspondence returned in a timely manner... saying that it should be shipped soon, and that cancellation is not possible.

This has all the earmarks of a "middle-man" business where they don't actually inventory product, and instead order from wholesalers when the order from a customer is received. Or they simply lied about the in-stock status. Or their warehouse takes a week to pick and pack a product.

Either way, I'm guessing my ~$100 may be gone for good.

Don't believe the 100% satisfaction guarantee. You may get a refund for your product price, but not shipping, even if defective, and no return shipping either. You will not be sent a replacement either. Instead, it's up to you to purchase the product again if you want a replacement, so the new cost will always be more than you got credited back. Satisfaction? No. Get something defective? Your loss, including shipping both ways.

350 Independence Blvd, Virginia Beach, VA *******

Was looking for something specific in this location. Ended up being followed by multiple employees and not very incognito I might add. Even hung around while I paid and I was there with my family. I didn't stick anything in my pocket I didn't act sketchy in anyway I was looking for the freeze dried neapolitan ice cream sandwich and couldn't find it anywhere so I settled for something else and ended up being followed the entire time. It was incredibly rude and disrespectful and I will not be returning to this establishment.