REI

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.

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.

I give two stars because the staff is nice and friendly. I am here to write a review on the corporate overhead, regarding recent changes to the bike shop services.
On Monday, March 30th, 2021, I walked into rei, just as I have for years before, with my brother to get his ebike tuned up. We walked up, and they asked what we needed, so we told them his bike needed a basic bicycle tune up, and all of a sudden the 3 employees just gave me this grim stare, and told me "sorry to have to be the bearer of bad news, but we won't work on your bike." I asked them why, and they said it was a new "corporate overhead policy, which says that from now on the bike shop is reserved only for ebikes that were purchased directly from REI".
(Keep in mind, without power this is just a normal ordinary bike, nothing special. I didn't mention anything about the electrical system, as this needed no help.)
I asked if they would just give it a tune up on the bike parts that they could tune, and they still completely refused. I asked them to show me the policy change and their response was "I know it was recently, let me try to find it" and they proceeded to look on the computer for 10 minutes, unable to find any policy change documentation whatsoever. They showed me an older document, which very clearly stated that our bike fit the necessary requirements to be serviced at rei. Still they refused to help.

So later on, we decided to test something. We took off the wheels of the same bike and walked back in with just our wheels and ask them to service them, and sure enough they did it without question... for some reason they could service the wheels, but not the bike?
Oh and the best part, after they trued the wheels, as we were walking out, the employee at the front sending us off asked "I think you're missing the rest of your bike"... yeah how ironic that was.

I'm very disappointed and as a loyal rei co op member, I've grown to love the bike shop and come regularly for advice and parts. Unfortunately it looks like they're about to lose the first of I'm sure many loyal customers with this undocumented corporate overhead change of policy that doesn't make any sense. I will be patient for a little while as I have reached out to rei corporate to see if they can straighten this out, but otherwise, expect me to never go to rei for bike maintenance EVER again.

Don't believe the 100% satisfaction guarantee. You may get a refund for your product price, but not shipping, even if defective, and no return shipping either. You will not be sent a replacement either. Instead, it's up to you to purchase the product again if you want a replacement, so the new cost will always be more than you got credited back. Satisfaction? No. Get something defective? Your loss, including shipping both ways.

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."

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.

Second star only for the gear quality and friendly staff. I don't expect any company to bend their rules for customers. It would just be nice if they knew them. Clear pattern of zero training, and that includes managers. Almost as if they thrive on providing misinformation.

1. Return policy. Their web site clearly states REI will issue refunds for a manufacturer defect, which by phone I was informed is as determined by the store manager. When I brought in a malfunctioning GPS unit (freezing and rebooting) which started acting up after the 90 day warranty, manager refused to evaluate it and repeatedly said warranty's over, no full year warranty for outdoor electronics. I could have paid $100 less on Amazon but thought I was getting a defect warranty from REI. I tested my batteries and SIM card in their store display model myself, encountered the same issue, and determined my SIM card was probably at fault, not the GPS unit, but no one in the store was wiling to check this out on my behalf.

2. Scope of repair services. Intake tech said Silver Tune package for cross country skis includes repair with extrusion gun, not just sanding, because less is done to cross country than downhill skis. Bought the Silver Tune. Outtake tech said nah, you need the Gold Tune for that, but if we have time we try to do a little extra for the customers.OK, whatever. Why don't you just charge me the extra $15 bucks for the right service?

3. Use of REI credit card. Friendly associate told me I could call their online service to transfer credit card purchases I'd made in the store to my REI Mastercard, which I wasn't carrying at the time, so I could earn more dividend points. Great, so the lady on the phone says "I don't' know who told you that. You have to bring the purchases back to the store." You'd think it would end there. I went back to the store. They credited one card and debited the other but said it wasn't necessary for me to have hauled the merchandise back in.

4. Bored? This one's the most fun. They set up store and online purchases so you use your dividend refund unless you ask them not to. When I used my dividend toward boots I later returned, I could only get store credit, not a cash refund, because there was no payment source to return the money to. At the time I was temporarily unemployed and could have used the nearly $200 cash, not more gear. Now when I make a purchase and the cashier asks if I want to use my dividend, i tell this story and they say "Oh no, who did that? That's not right. You should be able to get a refund." I did get a refund, just not one of any use to me. They are basically good at smiling and taking your money. I always request a paper check for my dividend now. Their robots seem to behave consistently.

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.

5-6 years back it was a great place to shop, but now they have forgotten about service.

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.

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.

Over the past several years, REI's continued promotion of its 100% Satisfaction Guaranteed policy and its Limited Warranty under which if "your item has a manufacturing defect in its materials or workmanship, you can return it at any time." has been a sham.

The 100% Satisfaction Guaranteed policy is still generous compared to that of other retailers. However, 100% Satisfaction Guaranteed means within 1 year as compared to being able to return an item without a time limit under the previous policy. No big deal.

The Limited Warranty, however, doesn't seem to mean much any more. For most premium outdoor brands, a lifetime warranty means that an item is repaired or replaced if the materials or construction is defective within a reasonable product lifetime. REI's private label product purport to be a better value as the higher priced, but one thing you should know is that REI is now much more restrictive in what they accept under the REI product warranty than the warranty provided by most premium outdoor brands. You need to both show proof of purchase and be able to prove the defect is due to materials or construction to have any chance of claiming under the warranty for REI brand products. The burden is on you, as the customer, to provide that something is not right with REI products. I have a REI brand blow-up sleeping pad which was given to me as a gift. I've used it for about 12-15 nights total. On my last trip, I woke up two nights in a row finding my sleeping pad halfway deflated and me lying on the ground. REI refused to warranty the product claiming that they could not find a record of a member purchase of the sleeping pad. Clearly, there was something wrong with the product.

I'll buy name brand products from REI, but no more REI branded products for me. Honestly, if REI considers their own branded products to be disposable, I need to rethink where I buy value-priced outdoor products. Decent outdoor gear is no longer only available at the high-priced outdoor stores. I got some great carbon fiber hiking poles from Costco. They aren't as slick as the pricy carbon poles at REI and don't have a lifetime warranty, but at 2 for $30, I'm willing to take a chance on an unproven product for a usage that is not mission-critical if the poles happen to break while on a trip. I will also add that Costco has a great return policy and has taken away $thousands of our spending away from grocery stores/Target/Wal-Mart since it is just a no-hassle place to shop with great prices if you are willing to buy higher volumes.