REI

Simply put, I always buy my outdoor gear from REI because I know I can buy expensive gear with confidence. Confidence that the gear will be worth the price and if for some reason the gear just isn't right for me after I purchase then REI's return policy makes it a non-hassle.

I had ordered $1000 worth of REI gift cards through my employer to buy ski equipment for an upcoming trip. Unfortunately, my gift card order was delayed and I was informed I would not receive them until after the trip. I called REI customer support to asked if I had any options such as putting my purchase on an REI store card and then pay off the store card with the gift cards later. I realize it was a long shot, but I could at least ask. The customer service lady seemed very irritated by the question and talked to me as if I was a child. A simple, "I'm sorry, I would like to help you, but I don't think we can do that" would have sufficed. If she was talked to me as an adult, I would have had no problem paying for everything out of pocket. Instead, I cancelled my $1000 gift card order and will be buying my equipment from Sports Chalet this evening.

Wow. My son requested a backpack from REI for his birthday. Went to the site, ordered the backpack and made sure to check the estimated arrival date before placing the order. Since the backpack was over $200, I was entitled to "free" 2-day shipping, meaning that the pack would arrive on time. Gave my payment info and submitted the order. Imagine my disgust when my confirmation email indicated that the pack would not arrive until 4 days after the original date. Called immediately to cancel and was told, very rudely, I might add, that the order had already gone to the warehouse and there was nothing that could be done. Never again!

Please stay away from REI store and REI products. This satisfaction guarantee they have is just a figment of their imagination. Wanted to return or exchange a REI backpack with a torn front mesh pocket which wasn't a fault of my own didn't realize it was so inferior that putting a soft cover book is gonna rip it into shreds and they totally not able to help me because it's over a year thought there products last longer than a year but they don't that's why they satisfaction guarantee only last for a year. Wish I can give it zero stars. Been a member for awhile but I'm just gonna be moving all my buying to Amazon.

I am a long standing REI member. I've shopped at three different REI stores in Southern CA and online. In-store assistance has ranged from nice people who don't know the products they're selling to truly exceptional knowledgeable helpful human beings.
Today, my wife and I went to the Santa Monica store. We had done our online research prior to going and were hoping to find what we needed at the store as a double dividends promotion was being offered for all in store purchases.

WOW!

Shopping for zero fall hiking shoes - my wife was assisted by a truly helpful patient knowledgeable gentleman. Shopping for a high impact cycling helmet - I was helped by a man who's name tag said ROMAN. He was exceptionable - extremely knowledgeable, helpful, personable, patient and through.

Suffice to say we purchased the products we came to find, and both left happy as well as informed about related items we will consider for our next purchases.

5 STAR for sure for sure.

Did not honor the policy on returns I purchased a boot la sportiva They tore at the seam on both boots and I brought it back in seven months they refused to take it back saying that it was my fault because I wore them too much. I wore them three times a week and did 3 miles three times a week over seven months. These are hiking boots. I have worn lowa renegades for many years and had no problem this is the first year I used La Sportiva because the person who sold them to me told me they were good boot.
They were a terrible boot to tear in seven months but the worst is REI would not honor their return policy

I have been an rei customer for years. The last two experiences has changed my opinion. They send me a coupon and I was trying to purchase online while only
A plane (couldn't call) and was having difficulties with my account. They deactivate your account if you don't buy online at least once a year or so (even if you make purchases in stores). I brought the coupon in the store 2 days later and it just expired and they wouldn't honor it! Fast forward a couple weeks, I get my dividend for being a member / customers and figured I would use it. Well, went online again and had same difficulties. Called and ordered my items over phone. On item said it only had 2 in Stock. The next day the cancel the discounted item stating it was nice out of stock. The processed order for the full price item. I never have thus trouble with their competitors (moosejaw or backcountry). Rei gas certainly gone downhill

So theres this gay cashier with his blah blah, i ask him do i pay anything, he said no, plus hes gonna give me $30 gift card. So then i said ok i will join then i walk out the door, only i knew that REI scammed me when i see the receipt thats why this gay guy hide the receipt inside the shoe box instead of asking me where to put it. Receipt says membership card paid $30 is non-refundable. I WILL MEVER SET A FOOT IN YOUR STORE NEVER EVER! Love your customers but you scam me.

I love how this company stands behind their products. I have bought so many things, and love being able to return them for any reason. Especially with athletic clothes I think you need to wear them a few times before you know if they work for you, and since they are expensive, it's great to know you can get your money back if you need to return them.

A lot of "our system just works this way" which causes headaches in several areas.

For example, I placed an order for in-store pickup, but when I arrived, they hadn't picked the item yet. I said I could just grab it and bring it to the counter, but they couldn't do this because "our system doesn't allow it".

They refund purchases made with dividends by mailing a check without contacting you, despite this not being in their online T. O. C. They cannot refund dividend purchases in another way, again because of "our system won't allow it."

Ordered a pair of snowboard bindings to ship to a store right before COVID hit. The store closed down so the order wasnt available for pickup and the order ended up not being shipped, and by that time they were out of stock on my size. I let them know this and they apologized for the inconvenience, let me know that it might be back in stock again soon, refunded my credit card, refunded the $20 gift card i had used and also gave me another $30 card so I could possibly afford a more expensive pair that was in stock. Less than a week later my original pair of bindings I was looking for came back in stock, so I saved $30 in exchange for a little time wasted. My advice to those ranting against their service is maybe work a little more with them before giving up and just writing a bad review. Might have to call a couple different times, chances are somebody will work with you