REI

REI states on
Their web site under their return policy that: "If your item has a
Manufacturing defect in its materials or workmanship, you can return it at any
Time." Well, I found that that is not always the case. About eight
Years ago I purchased some expensive hiking boots expressly for backpacking. Over
Those eight years I have used those boots about 20 times. This year after my
Last backpack trip I found that the sole of the boot was separating from the
Shoe. I consider this a manufacturing defect and return the shoes to the
Clackamas REI where I purchased them. The sales person I talked with stated
That, due to the age, this was considered an "end of life" issue and they would
Not accept a return even though their limited warranty does not state a time
Limit on purchases. I told this person that the boots had only been used about
20 times but that made no difference. So beware that REI's return policy is not
As stated on their web site and they do not always stand behind their products as
They would like you to believe.

I love their 365 return window, and most of the employees I've talked to have been nice, and a very few have been knowledgeable, but overall, if there is any complication with an order, CS is not very good at troubleshooting. They don't seem to know the way their system works. I ordered a backordered item just to have it cancelled. I was okay with that, but when I checked in on it, I got different answers from most of the people I spoke to (things like, discontinued, not in stock, they didn't know when or if they'd get it again). It was when I called Backcountry Edge that I got some answers - it was a popular tent and would be more plentiful in the off-season. I have searched all over for this tent, and I dealt with REI, Backcountry Edge and Backcountry. I had the worst experience with REI. I won't be purchasing from them again, if I can help it.

Anyway, to the returns - I finally got my tent and didn't feel it would work, so back to REI it went. I knew I'd have to pay for the return shipping, but I will tell you a heavy tent will cost $75 to ship back. Other sites offer a return label, which gives the buyer a break - Backcountry and Backcountry Edge are both under $10. I don't have an REI near me, so returning to the store is out of the question. Done, dee, done done.

The REI at 740 Ernest W Barrett Pkwy NW #450, Kennesaw, GA ******* is my favourite of the REI stores that I have been to. I had a product issue and the Manager, Cary was helpful, patient, knowledgeable, and really put the customer first!

Definitely rate the manager & this store 5 stars, and will be back. After an initially frustrating customer experience with the REI company, this store and the manager Cary reinstored my faith in REI!

I made an order with a gift card I received from someone as a gift and added 30 dollars which Rei cancelled a few hours later without informing me; had I not checked the status of the order on my account. I contacted live support which confirmed the cancellation of my order and assured me that I will get refunded, after 10 days of no contact and receiving, no refund and no email confirmation from them confirming my refund, I sent an email to support, they urged me to call the international support line and the Bankcard Department regarding my refund which I did, or at least tried multiple times to reach out to, they put me on hold on for each of my trials with every disregard to international telephony costs. It's the 8th of july and I still haven't received any refund from YOU. Today I contacted live support and was told that the gift card was fraudulent knowing that the person that gifted this card to me is a client of theirs, the support team told me that there is nothing they can do about my claim and that I should not shop from them. I told them to trace the gift card to the original owner and investigate with him, but I want my money back they proceeded to disconnect. I am trying to contact paypal to solve this issue because any communication with rei is failed. It's by far the worse experience I had with any retail online store and I have received multiple parcels coming from around the world. It just seems like their international services are a scam.

Today is June 17,2020. I ordered trekking poles on May 25 for the sale price of $135. On June 4 I got an odd email note they REI notified USPS to expect my package. What? That was the last note or communication I received. USPS tracking number has no information. Today I decided I had waited long enough. I tried their chatline on their site. Over 30 minutes later when I wasn't staring at it someone answered and quickly gave up on me and disconnected. So, I called their 800 number. After a few minutes of attempting to answer their machine's repeated questions correctly I finally got put on hold. My call wasn't picked up until 48 minutes later. I was informed my order had "slipped through the cracks between REI and the post office". I was assured the trekking poles would be shipped again tomorrow and this time by UPS which increases my chances of actually receiving said item (my opinion and experience).

It's not just about the trekking poles. It's about REI's total disregard for my time and aggravation. I spent over an hour and a half to correct REI's lack of controls and quality assurance. These trekking poles suddenly cost me many multiples of $135.

My experiences in the stores as of the last couple years is equally poor. Everything is locked up in cases now. You need to find a person to unlock it, and they're always busy with another customer. The customer service counter doesn't exist any more. To exchange something just get in a overly long line and wait your turn with paying customers for a cashier. Then go get your product in the right size or whatever and get in the same ridiculously long line.

What company would use USPS instead of UPS except a big conglomerate box store looking to save a nickel at the expense of customer satisfaction?

Now that the "co-op" box store REI has driven out all the smaller competitors their customer service is obviously a very low priority. I have been a member since 1991 which means squat.

Disappointed to say the least. 20+ year REI club member and will never shop here again. Always though REI sold quality product and offered great customer service however my most recent experience has left me disillusioned. Recently purchased a pair of Keen sandals from what I thought was a closeout or discontinued display. They looked fine and did not appear to have any damage of any kind. Tried them on and they seemed to fit fine. Took them home wore them for about 20 minutes and they turned out to be the most uncomfortable shoes I have ever owned. Attempted to return them to the store the following day and was informed by the cashier and the manager that they were "Garage Sale Items" and were unreturnable. I politely protested and questioned how was I supposed to know they were unreturnable. Neither the item tag, the receipt, or any signage in the area displayed the return status of this item. In fact when question about the location of the signage stating that the "Garage Sale items were not returnable the manager just said that "its over there somewhere". But wasn't exactly sure where that was. The store manage insisted that they would not offer a refund under any circumstances so told her I have no use for the sandals and that I would never attempt to sell or give them to anyone knowing the issues with them so would she be kind enough to dispose of them for me. Left the shoes on her counter and left the store. Immediately contacted corporate customer service and after 43 minutes and speaking with 3 supervisors and a 1000 apologies the best resolution they could come up with was to offer me a $25 gift card for the $66.83 defective shoes they sold me. Really not a sincere and adequate resolution.

No problem with the no return policy on the "garage sale" items however if you truly pride your reputation on exceptional customer experience, you really should have the items marked as unreturnable and the cashier should acknowledge clearly that the purchase is a "garage sale" purchase that is not refundable. REI you made your problem my problem and were indifferent of my 20+ years of loyalty. My loyalty was worth less than $66.83 and the bitterness will remain indefinitely. Buyer Beware-Hope this saves someone else the inconvenience and the time.