Shawn M.

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.