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Claude S.

Contributor Level

Total Points
82

1 Review by Claude

REI
  • REI

5/18/19

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.

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