REI

REI, really? This company used to be great. In the 90s. Now it has gone downhill along with Northface. Seriously this company claims to be a cooperative, but they rarely do things the coop way, and are barely skimming by. Also they have gone mainstream. The number one thing they look for in an applicant is basic sales experience. You can work at walmart for 10 years then work at REI but I know people who have worked just as long as GUIDES and have not gotten jobs at REI because of their LACK of SALES experience. Good luck REI. You have joined the likes of companies like Cabelas, selling crap gear to inexperienced people and hiring the wrong people.

I was going on a trip for a year and bought most of my expensive stuff I needed at REI. While traveling there were a number of things I had bought that I decided I didn't care for anymore or wanted to exchange for different products. I surpassed the one year of owning my things without returning them and I went to two different REI stores and the employees were happy to have my returns and even happy to help me purchase new items online with my rewards I had earned from them the year before, in the end I came out on top. I will always recommend my friends to shop with REI because they truly care about their customers' satisfaction.

I purchased a YETI camp chair online and found that it to be too heavy and bulky for light camping. Also, its actual weight exceeded the weight stated on REI's web site. I was not able to return it to my nearest REI store as it was closed due to the corona virus, therefore, I was required to ship it coast to coast to REI Returns in Sumner, WA at a cost of $62.27 (18 lbs via UPS). I have requested reimbursement for the return shipping by writing both to REI Customer Service and to REI management; neither of them have responded. I have been a REI customer for 30 years and have noticed that their customer service and policies have degraded recently and their promised "100% satisfaction" no longer the practice. In view of the fact that they do not provide return shipping on returns when free returns have become an industry standard, I would caution against making an online purchase.

I bought a REI brand backpack from their online Outlet. By the end of two months of using it on a trip, one day at an airport I found out the buckle to the front of waist was missing. The strip was so thin and poorly secured that the buckle just fell off. Most of time during my trip the backpack was sitting inside my mom's house, my friend's house or hotels because I used a smaller bag for day trip. No buckle was ever lost or broken from all my backpacks, including an Adidas that I've used for 10 years. I went to the store in hope to get a replacement, but was told I had to buy one at about $5 plus tax. No sorry for the poor quality of their product or anything like that. Not to mention the nasty customer service. Since a purchase from their outlet can only be returned in 30 days, I cannot return or exchange it. I am amazed that they claim 100% satisfaction guarantee for customers to return used products, but do not stand behind their brand for $5 parts. Luckily I got the buckle at Joann for $2.88 including shipping and tax. How much would have it actually cost REI? Probably $1. So much for 100% satisfaction guarantee. I will not shop there again.

While visiting Dallas for the holidays, I dropped into two REI stores in the area.
Incredible; it appears that the REI philosophy is never let a customer near the merchandise. Everything in the store from the largest to the smallest least expensive
Was solidly strapped down. If I simply wanted to read the back of a box, I had to find an associate have him unlock the product then I would be asked what my question was. At no time was I allowed to handle the product. If I said I wanted the product, then my name was placed on the article and I was told " your article will be waiting at the counter when you are ready to check out".
With each article I wanted to purchase, I had to find an associate, who was always busy with another customer, have them unlock the article, label it, and take it to the counter.
Since I went in knowing what gifts I wanted to buy, the whole process should have taken 15 to 20 min. Due to insane "trust no one" policy, it took one hour and fifteen minutes.
Why would you give your hard earned money to a company that treats their customers like CRAP?

Very disappointed with the customer service. I purchased the REI Co-op Half Dome SL 2+ Tent on July 13 to be delivered in Canada (QC). When I looked frequently on the REI website, no tracking number was provided, saying it is an international shipment (US -> CA). Since my delivery was one week late already (Aug 8), I asked REI for a tracking number by email. They provided me with one and I saw that my order had been on hold in a nearby city from July 16 untill now (Aug 11) because (a) some paperwork was not send to DHL from REI, (b) import duties were not paid. I am aware those fees are at my expense but DHL never received my information from REI so they were not able to contact me to pay those fees, and REI never told me to pay them nor to contact DHL prior to my email asking for it (almost 1 month after it has been on hold). Now I am without a tent for my next trekking adventure, and I don't even know when to expect the shipment to be delivered... Moreover, despite my explanation, REI never mentioned any compensation for all this trouble.

On March 1st 2018 REI has halted future orders of some popular brands including CamelBack water carriers, Giro helmets, and Camp Chef stoves - whose parent company, Vista Outdoor, also makes assault-style rifles. REI issued a statement noting that while it does not sell guns, it expects companies that do to help prevent mass shootings. My name is Gregory, i am an avid gun owner, some of my guns even look like assault rifles and i have never nor will i ever hurt any one with them. Because of the fact the REI obviously does not stand for the 2nd amendment i have cancelled my membership to begin my boycott of REI and aside from simply not using REI at all from now on i will also post the article which came from the Las Angeles Times. Good rittens. Gregory

Went to the REI to use my Member rewards. Closest is the Littleton CO store. It was during their big sale just this past weekend. Walked the entire store. Where were the clothes for regular mountain campers? There is a pride dept, a line called Outdoor Afro and lots of impressive designer clothes made with wispy synthetic fabrics. Everything is so over designed and brightly colored, it would scare the wild critters. It's as if they forgot to bring any of the plain sturdy outdoor stuff. I was shopping for functional straight outdoors-man ladies clothes. I didn't find any, they have no real back country clothes. Just flashy city wanna be looking good faux hiking clothes covered with rainbows. Thinking they've joined Clown world with Dylan over at Bud. REI, have a look-see at Budweiser's sales/stock and look what sick tuckable clothing lines Target is suddenly hiding asap right now. I've always shopped REI first for my gear but this is too flippin' weird. Look fools, I already gave y'all a pass for being insulting idiots about forcing the public to be jabbed to enter during the faux covid ride. But today the WEF powers that run this company is obviously willing to let it self-destruct to run it's social agenda. REI, buhbye, Army Surplus fixed me up just dandy. And the sales folks at the surplus are not stuck up like yours are. Wake up don't be woke.

I shopped REI online since I live in Seattle and the flagship store would be convenient for returns if needed. REI... wouldn't you expect great products and customer service? Well the products were OK but several didn't work for me so I went to their "Customer Service" counter with a box of items to return. There were multiple packing slips since their distribution center shipped my one online purchase in several phases. When I presented the box to the woman she immediately had attitude for some reason I still can't figure out. I've worked with the public so always try to lead with a pleasant respectful attitude but I received the complete opposite back as she checked in the items. She was so blatantly rude and off-putting I was kinda shocked and not sure how to react without coming across as a total $#*! so my daughter and I just stood there feeling uncomfortable. At the end when the woman rudely handed me my return receipts with obvious disdain I couldn't help but say "Wow!" as I walked away.

But here's the kicker! I sent a complaint on Rei's website because if it was my company, I'd want to know to make it right with the customer and correct the staff person, but have never received even so much as an "Oops, we're sorry" back, which leads me to wonder if the issue isn't bigger than that one rude employee. Just say "No" to REI! I know I will never give them my business again.

REI claims customer service as a value to their products. There is no place on the REI website for an REI member to vocalize a complaint or offer suggestions that will be placed as visual comments.

I ordered a pair of Garmont hiking boots, size 9 an extra half size larger than my normal shoe width. The boots were incredibly small, my toes were forced curled. The shoe came with a sizing tag to equate American size shoes with UK and Euro that was different than other charts I have received from name-brand manufacturers. I would expect shoes sold in America to have American standard sizes. I have not worn a Men's 9.5 shoe in 62 years.

I returned them as an exchange for a different, WELL KNOWN, brand of boots. I clearly expressed my wishes in the proper location on their returned items form. Instead of making the exchange they simply refunded the purchase price. When I called to ask why my new boots were not ordered, no excuse or apology was offered. Instead I could order the second pair with a new credit card activity.

I called 3 times and was placed on hold over 15 minutes the first two times. After ten minutes of the third call I was answered. "Extremely busy" was the voiced reason for the delays (again without apology); which, I take as not enough customer service representatives to offer prompt customer service.

There is no place on the REI website to place service or business reviews or suggestions, publicly. Product reviews can be submitted but customer service comments are not allowed their, either.

Ordered a product that we waited weeks for, and never received. After multiple phone calls to attempt to locate my purchase (which never arrived), I told them I would be cancelling my payment through AMEX, and did so. No disputed from customer service when I told them this.

I purchased the product again through the site and the item came quickly this time. Fast forward several weeks later and I have been harassed by REI for cancelling my purchase, and told by so doing, they can ban me from future purchases... Because they can't find the product either, that they supposedly shipped to me! Welcome to my problem REI- (they could have cared less until it meant no restitution for a lost item!)
I have been a member for at least 10 years and have never been treated this way. Who wouldn't cancel their payment for a product that never arrived, that REI couldn't locate on their end... And that was weeks overdue?
Disappointing, to say the least, but glad their are plenty of other outdoor retailers to spend my dollars with!