REI

REI changed the credit card associated with their points (formerly dividends) program. No big deal, I have no brand loyalty to a particular bank. Both REI and the new bank (Capital One) sent out communication, and it was a bit confusing to sort out who sent what, because "REI" was usually in the title of the message. REI communicated several times that, "your old card will be good until replaced." Nearing the transition date, I tried to use my credit card at the hardware store, and it was denied. I went home and logged in and found a message that the account was closed. I contacted REI and they told me it was a bank issue. I wrote a follow-up message asking why they said my card would be good until replaced, and they said it was not an REI issue. Shortly after that, REI (not the bank) sent me an email saying that the new cards would be sent out in the near future, but to "continue to use the old card," which was frustrating. I followed up again with REI in writing and they denied any responsibility. My card was finally replaced about three weeks after the cancellation of the old card. I asked for a follow up from REI explaining how this could have happened but have not heard back. The new card has slightly better points than the old REI Mastercard, but I get better offers in the mail every week. I think I will finish using my dividends and exit both my REI membership and the card agreement. REI has nice (but expensive) gear, but their customer service is poor.

If you don't drink the coolaid they treat you like a third class citizen. You have to buy a membership to get the marked up prices slightly lower Its the biggest scam in the business.

I found an item online but oversized shipping was $75 so I opted to pick it up at store that was 45 mins from my home. When I arrived they said that not only did they not have the rack but they did not stock it. I told the customer service representative that that it said they had it online and she just shrugged. I called the customer service hotline and they confirmed that it still said the item was in the store and suggested that next time I should probably call ahead. Not helpful at all.

Fantastic website! I buy all my hiking, backpacking, cycling and snow shoeing clothes and gear here as well as a lot of my casual clothes and Jazzercise clothes. Their customer service is fantastic with being very helpful and responsive. They ship quickly and it's free if they ship to the REI closest to you. Returns are free too as you can just take any items ordered off of REI.com back to the store for a full refund. If you join the coop, you get a dividend at the end of the year which is always great! Great selection, great quality, great customer service! I would recommend this website to everyone!

The store manager, Candice, is not only terribly unhelpful, she is rude. I lost the key for my Yakima cartop carrier. I was told to go to an REI store and they would tell me which of 4 keys is the one to order for my carrier. It was 7:30, a 1/2 before closing time. It was drizzling, it was not yet dark. When I pulled my car to the back of the store Candice very rudely told me she would not allow the employee to try the keys because it was raining. I offered to put the carrier inside on the loading doc, a mere 10 feet away from where I was standing. She said "No, it's closing time". I asked what time do you close? She said "8 o'clock". I said "it's 7:30". She said "there are 75 keys on the ring". No matter what I said, she was determined to find an excuse not to help me. I don't know if she hates men or is just a rude, lazy woman. I am telling anyone who asks, Do Not Go To That REI Store. I will bring it up in my conversations. I am posting this review where ever I can. They should NEVER let this woman speak to another customer. She is highly offensive.

I recently ordered a bike from REI's web site and had it shipped and assembled at my local REI store. I was concerned because you can not track the shipping, but the bike arrived earlier than the estimation that was provided at checkout. Arrived within one week.
The sales guy that went over the bike with me at pick up was not so knowledgable about the bike and set up.
I checked the bike over when I got it home. Everything was properly torqued and brakes and gears all functioned well. Overall good experience.

Having been a member of the Co-Op for many years, during COVID, I have worked to support them and other companies as I could. Ordered shoes that didn't fit, in addition to waiting over a month. And still waiting on a refund, as I had to buy new shoes again... I had the privilege of waiting on the phone for oftentimes over an hour only to be told to be patient. The stores still closed so you can't return there. For a company that has done such an ex exceptional job over the years, very disappointed with their adjustments based on the situation and their lack of candor in serving their customers. Very disappointed. Figure it out guys and fix the issues!

I ordered a Jawbone Up24 online, and within 2 days I received the UPS notification the item had been delivered. I was SO excited to get my new buddy in my fitness regime. I got home excited to open my new tracker and start using it right away. But, to my disappointment, the package was not there. Long story short, I ended up assuming the worst and filed a lost package claim with UPS thinking I was now out $100 and have no tracker. I called REI to see if they could help, and right away my problem was solved and my replacement is on it's way! Thank you REI for being so easy to work with, fast and friendly!

REI shipped my product to the wrong address. After many calls I finally got a "supervisor" which conducted an "investigation" and literally told me that REI doesn't make mistakes and that I had entered an address wrong. Problem is I visual proof that I had not. They refused to fix the problem and as a final act of vindictiveness they didn't issue a $20 promotional gift card that was part of what I purchased. Couldn't be more saddened to learn REI is a company which is all about profit and couldn't care less about the customer.

I ordered a pair of running shoes online like a do about 10 times a year from other websites. The shoes arrive on the exact day they are supposed to. Only problem is the shoes are not new, they are used!
No where did it mention that the shoes were not new shoes. I called customer service and asked if they usually send used shoes instead of new and he wouldn't answer. It seemed all he wanted to discuss is if I wanted a "return label". Never apologized for sending used shoes. Asked if I wanted a discount, I guess to keep them. I will never do business with this company and I suggest you do the same.

I am so satisfied with the wonderful customer service! I bought a gift card in store and lost the gift card along with the receipt like an idiot. It was a $50 gift card so I'm thinking I'm out $50. Nope! I called REI and the woman on the phone deactivated the old one and sent me a brand new one with no hassle even without a receipt. Note: I bought the gift card with an REI membership account and bought it for someone who also had an REI membership. I have no idea if my experience would have been different otherwise. Regardless, I am so glad my mistake was salvaged!

Horrible return policy plain and simple. Got a nice rain jacket for Christmas in the wrong size. Went to get a new size and found out with out a receipt they won't allow you. With so many people getting things shipped for the holidays you would expect them to loosen up a bit and allow for exchanges for the holidays. Now I am stuck with a jacket that is more then $200 that is no good. Don't worry I was once told in a customer service class that every upset customer will tell over 10 people about their bad expierience. That was in the 90s now with internet I will reach more with my voice. Never shopping REI again no wonder Amazon is crushing it.

Worst first time experience ever! First time ever purchasing from your company and definitely going to be my last time! I ordered a pair of MENS SHOES in size 9.5, paid for expedited shipping because I'm leaving for a trip and ended up receiving a WOMENS T-SHIRT! You have to be kidding me! I called customer service to get some help and I was informed that the shoes that I ordered is no longer in-stock! So basically your company gladly took my money and sent me something random that I didn't ordered which probably cost a fraction of what I spent just to send me something and waste my money on expedited shipping! I've never been more shockingly disappointed in a company like this. I will never purchase anything from this company and I will NEVER allow friends or family to purchase anything from this company because it's ultimately a waste of time and money!

The Head Kore 105 is a remarkably light weight ski that crushes the terrain, I ride the 189 cm and I can't tell you how quick and maneuverable they are in all terrain even at high speed. It's able to carve up the groomers but also shred the outer area's. I also ski in the Head Kore 1 boots which are equally as light weight as the ski it's a great set up. There quick to react to big turns or having to $#*! it down. I ski in Alaska and this is a fun set up!

Dealing with REI's inefficiency and unprofessionalism was a truly unpleasant experience. I paid for a 1-day delivery because I needed to get a backpack before I left the US (I was leaving in 3 days but decided to pay for the 1-day delivery to be on the safe side). After a series of mistakes from their side and UPS's I ended up without a backpack nor any valid explanation from REI. On the contrary, I felt I was being mocked by their customer service - I called and chatted so many times to ask for their help and every time they would do something useless or that negatively affected the possibility of me getting the package on time. I wasted a lot of time and energy and dealing with this and I really regret not having gone to another retailer. Although their stores look nice I would never recommend buying from them because of how horrible their customer service is.

Ordered several things including gifts for my children. The day everything was sent out they emailed me to tell me one item was canceled. It was a gift for one of my daughters. One of my daughters will receive her gift and the other wont. They didnt ask if I would like to replace it. I asked if they would let me buy something else and give me 2 day shipping so their gifts would arrive on the same day. They would not. I used my dividend to pay for this purchase and instead of asking if I would like to replace the cancelled item with something else, they just automatically sent the dividend back in the mail. Terrible customer service.