REI Reviews 

So slow to ship they use Fedex and USPS which are both horribly slow.

Ive been a long time member and lately prefer ordering straight from the manufacturer. I find their selection of non REI brand is lacking. They don’t carry the good stuff. Especially hiking boots.

I prefer Moose Jaw which has a better perks program and runs promotions more often.

Same issues as other customers, joined/ ordered fall of 2023. Checked out, paid, and waited for items to arrive for a trip. After getting partial order I checked my email, half of items cancelled on their end. When to use my 30$ membership coupon, didn’t have enough $ in my cart, added items now I don’t have a qualified item. Stopped for the night tying to figure out how to use it, tried next day coupon is expired. Went back to my email regarding my coupon, apparently it’s a disappearing email, nothing there. Contacted customer service they said yeah it expired. 30$ wasted, guess I’ll have to wait for the “ GOING OUT OF BUSINESS ” sale it can’t be far off.

I ordered a pair of shoes online for in store pick up. I went to the store to pick them up. I admit, I was an hour earlier than the estimated pick up time, but they had the shoes in stock (I actually had them in my hands...) -- however when I went to check-out and showed them my order number, they couldn't find it -- it wasn't in their system. So, I couldn't get the shoes (I had used my one-time rewards discount). Their in store staff was apologetic, but they said there was nothing they could do. 24 hrs later I still didn't have notification that the shoes were available for pick up (they HAD THEM IN THE STORE). Compare this to Target -- I placed an online order for an in stock item, and got an email 15 minutes later telling me my item was ready for pick up. REI online ordering and instore pick up is a joke. And you can't call anyone to talk to them about it and you can't cancel your order on online. You have to "speak" to a chat bot. What an archaic system -- I expect with the current increase in online ordering REI will likely not survive -- their customer service stinks -- something they used to be known for.

levelled
not scam

This company is no longer concerned about customer service or quality items. While I'm sure their DEI is great, nothing else is. Representatives in the bike shop were unknowledgeable. Backpack area reps have the IQ of a house plant. I'm done with this organization.

The WORST company ever! I have ordered shoes, waited 2 weeks and then recieved email that order is cancelled because no shoes in stock. I cannot believe how bad the inventory and operations management of this company... will never deal with them again!!

I had an REI Coop Half Dome tent fly that became sticky. It was beyond the year so could not just return. This tent and 7 other tents of various ages taken on a service trip were fine camping night 1. When camping night 2 one week later this tent fly was already sticky. No other tents had this issue. I have been camping since the 1980's and I know how to take care of a tent so it isn't that.
REI customer service would not replace the tent and did not have the right sized rain fly. But did offer to sell my another of the same tent to replace it at 20 percent off. I was very disappointed and this is after being passed around to 5 different people.
I did purchase the new tent with the measly discount. Interestingly the tent was already on sale for 30 percent off and they kept saying we are giving you a tent for 50 percent off....but initially admitted really all they added was 20 percent.
I did not want to waste the other tent with sticky fly and they suggested I clean the fly with some of their products which I then purchased from REI and tried and followed with rubbing alcohol but it is still sticky and the coating has broken down obviously. I ended up spending $199.00 at REI. So I asked if they could please send me the replacement fly (which is not the right size for the tent but would see if we could make it work) which they had originally offered to do. But now they said "No, we already sold you another tent."

So they got a sale and a disappointed member. And thanks for not helping the environment REI. If I want to do the right thing I have to figure out if that replacement fly works and spend more money on an REI fly that went bad the first time.

So I would not suggest purchasing the REI brand. It was clearly of lower quality than the other tents we brought on the trip which were of various ages and all held up just fine.

Also, their customer service was inflexible and condescending. Their voices were pleasant enough but the attitude was less than helpful. As I pointed out these items are for our service group, a not for profit group. Could they consider it a donation? No, they said. Other organizations have provided donations but not REI.
I really had hoped they would do the right thing and I would not be writing this.
No longer singing their praises.

I was so disappointed with my experience with our local REI. Their Labor Day 2023 was recently announced, up to 40% off! Well, I love shopping at REI so we head over there hoping to find any deals. I have received the email so I’m looking on the app to get a sense of what’s on sale before going to the store. We are interested in getting duffel bags to augment our luggage and I see that North Face and Patagonia bags seem to be on sale. What we found in the store were only a few signs here and there that indicated a sale. When I couldn’t see the sale prices in the store I had seen online, I assumed that there was poor signage in the store. But no, when we checked out, despite our best attempts to evaluate and select products that were on sale, we received no discount on any item except for 1 (I chose a windbreaker that had been returned and was reduced in price). Disturbingly, we found out that even when we selected an item off rack that had a “sale” sign on it, the item was only truly on sale if it had an item code that began with “0.7”. We found out later that the reduced price on North Face bags only applied to one version of it which of course were out of stock. We also found out that the sale did only apply to either the Outlet store or the online site. So you have to ask why the store has sale signs everywhere advertising lots of items that were not on sale. It feels quite disingenuous. REI is quite expensive anyway. We have decided that we will shop with the source brands directly.

Very hostile customer service and not military friendly.

I have been buying from REI for more than 60 years. My membership number is 5 digits. The store used to focus on quality outdoor gear that was otherwise not available in the US or limited supply. Employees were very knowledgeable of products and extremely helpful.
Today many of the products are substandard, the employees are poorly trained, they are keenly focused on social issues which are completely unrelated to quality outdoor gear! Thank goodness the internet provides many options now to procure high quality gear without the REI drama!

They lost my business after I ordered a bicycle online, they sent wrong size and since it's oversized they wouldn't send me a prepaid ship label to ship it back to exchange it for right size... they told me I had to bring it to a store. Almost 240 miles away... I ordered many things from them in 2012-2016 without issues but now it's a joke. I did return the assembled bike like they recommended. I now canceled my co-op with them (another hassle to cancel)

I've been a customer and member of REI for about 5 years now. I love the peace of mind that their free return policy provides. When you buy costly hiking or climbing shoes, it might not be apparent immediately that they aren't the right fit for you. With REI, however, you can bring them back and get what you need.

Also, be sure to visit their "used gear" section. I've found a few items there for a fraction of their normal price.

Zero!!! Terrible liberal service!!

I would not recommend buying a boat through REI. If you do, make sure you make them unpack it completely in the store (removing the protective net and all). Know that when you sign that you accept responsibility while paddling, you are signing that if there is any damage once you leave the store, you are responsible. If you don't make them unpack at the store, I would recommend you unpack right away and take pictures while unpacking and then take the kayak back to them so they can inspect it. They insist that the box was not damaged and so it was not possible. Well, I know what I saw when I unpacked it. This is not my first kayak and I know it was not damaged during transportation to my house. So, it had to be damaged between unpacking it from the box to the delivery to my car. No acceptance. Ultimately, I can live with a scratch on top of the kayak and I bought the replacement of the cover for the hatch through Eddyline directly. I bought a $3,300 kayak and I don't want to have to have stress for a $100 replacement part. If they would have had some recognition that something must have happened at the store, even if they cannot do anything about it at this time, I would have been OK. But no, no recognition or apology at all. Just the opposite. The manager was a little bit better but still no apology at all this happened. I hope they review their procedures for future and ensure the product is OK when delivered to the car. I have worked a lot with other departments at REI and I extensively recommend them. I will stay away from boats in future.

What a terrible service. Ordered a JetBoil Micromo (A274352998). Even paying the order was a special quest with NUMBER of chats with agents. Eventually, the order was paid, and shipment was scheduled to 06/20/23. What am I seeing? Money is back to my card, order is in "backordered" state... Wait, what? I have literally a number of contacts with their agents, saying everything is fine, order will be shipped, wait for a schedule. What a joke...

I got some used ski goggles at REI which is a great service they offer! Great for the environment to re-cycle used products and great for customers looking for a bargain. The staff were very helpful, the only issues I have are it’s expensive

I enjoyed shopping at REI 380 Powerhouse Dr Bend Or 97702. I found several item I needed for a bike trip I am taking in September. When I checked out however, Debbie asked me to buy a membership. I told her we have our membership under my husband’s name and that we are happy with having it under his name. She immediately became very short and said the discount was only eligible for one of our four items. She pushed our purchases at us in a pile, I paused waiting for her to bag them. My husband said “can we have a bag”? She acted like it was an imposition…not a friendly person for retail sales. My receipt says S-96 R-22 T-7422

Terrible place to work and shop. Great place to get outdoor gear...but honestly go to a local shop/rock gym/any other outdoor gear place instead to support them. Not a company that plays favorites and straight up lies to their employees.

If you miss the deadline of taking a discount by less than 24 hours, they will NOT honor the discount. Poor customer service in my opinion. Manager (Renee) was asked if they could do anything to help us out, and all we got was “sorry”.