Alen f.

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.