Kurt S.

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.