REI

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 am an REI member, and have bought quite a few items from them. The store staff are usually friendly and helpful. They do have good quality gear, but it is very expensive, even with the member rebates and all.

The biggest complaint I have about REI is their online ordering. I ordered some bike parts. Shipping was already really slow, and then they delayed it several more days. It was almost two weeks before the shipment arrived at my house. I might but a few more things in their store, but won't be placing any online orders in the future.

#1
Came in for a brake adjustment talked me into paying $30 for a co-op membership because tire repairs would be free. I was at the top of the hill heading down when I realized my brakes were not working at all I had to slam myself into a cement wall several times to keep from going onto a major highway in traffic
#2
Brought my bike in because my tire was flat came to pick it up. Wheeled it about 2 inches towards the door and realized my tire was still flat.
#3
I brought my bike in for another flat poop. They informed me it would be $40 and no longer free to fix even with the co-op which was originally free.
Highway robbery

I bought Rei Outlet Odlo seamless meduim sports bra. It is very comfortable and nice to the body. Now the price is discounted to about $27 and it's great. Because teh initial price is rather high for me.

Went into a store, asked an employee where to find something and was immediately hit with a sales pitch on the membership program. Get to the counter and am told the membership is $30, the cashier asks for the sales rep who told me about it ( no doubt they have a rewards system), made the purchase with the cost of the membership. Went to buy something online two weeks later and lo and behold my membership was never setup in the system. Went online to the chat and they said I have to produce the receipt in order to verify I purchased the membership. Don't have it anymore so now I'm out $30. For the money I spent there and was trying to spend on the website this purchase you'd think they would have just created the membership but I guess not. Too bad the co-op is some scam sh**

I purchased over $500 worth of goods at the REI on Brentwood in St. Louis, MO today. I was informed (after I made the purchase) that not only did they not have gift boxes for the items, they did not have bags at all, as part of their zero carbon footprint policy. I would have to carry all my purchases out to my car in the pouring rain with no protection for any of it. I understand the NCF policy but this is taking it a little too far. And I'm sure REI saved a good deal of money with this policy and I certainly didn't notice any effect on their already high prices. It may not have bothered me as much if I hadn't noticed while shopping that the young staff asked all the younger shoppers if they needed help but not one of them asked me if i needed help or even made eye contact. I am in my late 60's. Not a great experience overall.

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.

Rei has been getting from bad to years along the years I have been with them. Customer service seems to be staffed with people who hate the company and the customers. Many orders were cancelled for no reasons at all and items which arrived had a high proportion of damage and they refuse to accept take responsibility. Buy from them at your own peril

Always received quality products, but have found their prices tend to be a bit inflated. GREAT selection of products though, and usually in stock. Always worth checking their "garage sales" too.

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.

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.

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.

They have so much unique camping tools, climbing equipment, bikes, and other outdoor stuff. I love browsing their store for hours just finding new equipment. It's really cool.

I was told in one of the stores that if I purchased my own membership I would receive a 30 gift card. I signed up on line and no gift card. I called and was told I needed to purchase $50 more at that time to qualify for the gift card. I have spent hundreds of dollars since I signed up, but that doesn't count. Apparently their staff doesn't know all the small print and I certainly didn't see it.
There are certainly cheaper places to buy your equipment. Just be aware REI uses some weasel words.
We just bought close to $400 worth of Smart Wool and the clerk told my wife it would be 10% off. We got home and no discount was given. Again beware of what anyone at REI tells you, because chances are it's probably not true!

REI now uses Lasership/ontrac shipping on the West coast in Washington state. Any merchant who uses Lasership does not care about your business. They don't even warn you to give you a choice of another shipper. REI has now lost my business forever as a customer, because I can not trust a company who uses Lasership as their shipper. I would of rather paid $4 extra for USPS.

Recently returning some items given to me for my birthday I had the misfortune of going to our local REI. Dutifully donning a mask ( something I completely disagree with) I entered the store and approached the counter. Because of breathing issues I had the mask just below my nose, even though the the guy at the register was behind plexi glass he asked me to pull the mask up. I explained my challenge and much to his credit he proceeded to do the return and hand me a gift card for the store.

As I started to walk deeper into the store an employee suggested to me that I needed to pull my mask all the way over my nose or leave. No problem I turned toward the exit and walked away. On the way out I stopped (mask still on and more than six feet away form anyone) turned to the customer rep standing by the door and suggested that the store policy was not appropriate. She said it was company policy I acknowledge and told her I was just voicing my disappointment which hoped she would relay to management. It was at this moment things went bad in a big way.

At least five 20 somethings who worked for the store gathered about me, I most certainly felt threatened. A woman stepped very close to me and demanded I stop yelling at the other employee. I was not yelling in any way shape of form and suggested that to her. She then demanded in a harsh tone that I step away from the other person to create a 6ft gap. I was already more than 6ft away and told her so, reiterating that I was only expressing my concern for the store policy. It was very tense, I felt as If I was being threatened by multiple employees and thought I was going to have to defend my self physically. The woman making the demands most certainly escalated the situation.

Fortunately, Ryan the store manager inserted himself into the situation just in time. Stepping forward he addressed me in a manner that showed he wanted to help not hinder and was able to diffuse what his coworker escalated. He assured me that he saw how the other employee had escalated and would be coached. He is the only reason this review gets two stars and not just one.

The end result of this challenge is that neither me or the person that spent the $250 on the gift items will ever shop at REI again. Additionally I will be telling of the experience and how I felt threatened to all who will listen.

There are other outdoor outfitters, priced better with just as good of equipment. It would behoove senior leadership to rethink their policies and how they are implemented. It may be that once this ends so may of your customers have been alienated that no one will want to shop there even if masks are not required.

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...

Seems REI,,, some in Minnesota,,, is no longer the good store it was... The best workers are leaving,,, not recognized for their expertise. Sad ---- no wonder many reviews have changed from very good to one --two star reviews...

REI is the best clothing store for me! I like clothes that are high-quality and durability, travel, exercise, sun protection Plus a lot more. The service is excellent whenever you have a complain about something they return it without any questions. They are extremely friendly and courteous. My husband and I have bought numerous things from REI from camping goods to clothes And shoes. I would recommend REI to everyone!

REI now uses a Lasership to deliver your purchases. Lasership delivered my package to the wrong address. I contacted REI and informed them of the situation, and all I received was a generic response.
REI was no help. I'm very disappointed in REI and there lack of concern.

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.

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.

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