REI Reviews 

REI hates service animals. My wife who has a real disability has a real service animal and they harassed her non stop in the store. Every employee in the store kept stopping her and asking her if he was a service animal and she even showed his tags which was not required by law. They literally drove her out of the store. I wrote the company and their response was that it was their policy and if she came back with the dog, she could expect the same.

Then I reported a defect in some pants they sold and returned them more than once and they told me maybe I should stop buying them. I told them I was trying another pair as I would not expect it to happen twice. I made an online review of these pants and they took it down!

The last straw was when about 10 years later they did the same thing with shoes. They fell apart in three months and they told me they would not return them even though they have a return policy that says otherwise. They told me to go on line and read their expanded policy 🤣. I hope they go out of business, I will go to the location and video celebrate the day they do

We purchased our first Daypacks on Saturday 3/8 and the customer experience and knowledge that we got from Ms. Jennie was above 5 stars.
Going on our first Camino de Santiago, we shopped around and REI (Willowbrook) was best choice for our gear. It was a busy day in the Backpack area and we finally got Jennie to fit us with the right packs, she made adjustments as needed and put us through the “weight test”, walked throughout the store and made sure we were comfortable with our packs. She definitely knows her gear and make a customer happy.
Thanks Jennie

Terrible customer service. Used to be an excellent coop focused on members. Not any more. Wanted to swap a couple of bike tubes for a larger size. Unopened, brand new. Had been slightly more than a year. No, ridiculous. I canceled membership and will never return. Member for 25 years.

I worked here for two months and was let go. An employee who had been at the store for a while was unhappy that she hadn't gotten promoted. So when I, as an external applicant, came into the role that she wanted, she began looking for any opportunity to get me fired. I was reported for various innocuous comments including laughing at a PG-13 scenes in an Adam Sandler movie and telling stories of harmless, victimless pranks that I'd seen (not even been a part of). I was also falsely accused of giving an employee preferential treatment. I heard from multiple coworkers after I was let go that this person has been reporting people in my position for a while. No wonder they'd gone through 3 department managers in less than 6 months.

I was placed on unpaid leave for an entire week before anyone in the company had the decency to tell me what was going on. HR refused to see that she was inflating and outright lying about a few things, and they let me go. But before I was let go, my manager removed me from any recurring meetings without speaking to me beforehand. Then I received my last paycheck as an off-cycle check, again before anyone had told me. So, I found out from my bank account that I was fired before anyone even spoke to me. At no point was any coaching given, no discussions were had, no one had told me that laughing about nonsense with coworkers in an outdoor-retail shop was inappropriate. I even provided examples of conversations that everyone in the store had that were along the lines of what I was reported for as an attempt to show that that was the culture of the store. But nope, HR didn't give a damn. All they saw was that I was reported for a few things and instead of using it as an opportunity to educate me or anyone else about culture, they canned me to set an example. Their policy is to skip coaching opportunities and get straight to termination. It's deplorable.

Nothing that I said or did was unethical or inappropriate enough to warrant anything more than a quick conversation saying, "hey, don't laugh about pranks or PG-13 movies at work". But HR overreacted and fired me for it. This is the most overly sensitive, childish, and cowardly organization I've ever seen.

Ordered camping gear from REI and package was left outside the building and was not there even though they said they delivered it.

Got in touch with REI they didn't want to refund me as LaserShip marked it as delivered and God knows when delivery guy delivered the package.

Garbage company be aware.

Absolute garbage!!! They support selling our National Parks. I will never buy from them again. Fire the CEO...FIRE ERIC ARTZ. Traitors!!!

Do Not Sell your old gear to these people.........

Sent them a never used, never setup tent to be used ($$$ Big Agnes sold by REI) as a credit towards an upgrade tent. They determined it was no longer useful.........no credit, no returns..Sounds like someone has quit the scam going..REI is in a nose dive...They may want to audit their used/supply division.

I'm so disappointed in the decision to cancel all experiences to "focus on retail". It seems REI will sell just about anything but not offer any sort of adventures that truly explore the great outdoors. I've been a member for 30 yrs but this decision changes things for me.

I bought a fleece jacket online from REI and was extremely disappointed in the poor quality. It was very flimsy and more like a shirt than a jacket.

To make it worse, the price was reduced and it was still overpriced.

I will not buy from REI again because they were deceptive with this purchase.

First rate outdoor gear of all kinds. Expensive and worth it, especially for members.

I love REI. I purchase most of all my outdoor stuff from REI. just today I purchased a $400 pair of hiking boots. I think that certain retail needs a reminding of who spins their clocks. At the very least remind them to say "Thank you."

Been going here over past year. Love it, amazing place and customer service is amazing. I can’t say enough good stuff about how they make things right and help you, not sure what’s going on with negative reviews but I think they are a great company.

I have been a loyal REI customer since it's opening. And every time I go, I'm increasingly more frustrated with the large amount of REI Brand products they have, which wouldn't be a big deal, but they stock their own brand in lieu of carrying other, high quality, technically designed, and professionally tested gear. Essentially making the current state of this merchandise chain, The Ross Dress for Less of the outdoor industry. I find every trip to REI now includes a disappointment, and then going home and getting on the internet and buying it directly from the manufacturer, or on Amazon, or on eBay, or on backcountry.com, or on moosejaw.com, which is now "Richard's" sports (trust pilot blocks the word that is the real name of the store, which is a nickname for Richard). Which stinks in terms of how "Richards" ruined moosejaw, but you can still find some good deals on technical gear. Not to mention, REI has almost no sizes in stock for shoes or boots. And what they do have in stock is for when it rains or snows in a city. Not gear for the wilderness. In the case of my most recent trip, I wanted to buy skiing bibs for Backcountry skiing. And the amount of REI gear vs high quality, tested brands was embarrassing. They said they sold out of all the other good stuff. They literally said that. "The good stuff". But that kind of makes my point, if they didn't stock so much REI brand, they would have more room for quality gear. This is true across every category. Not just ski bibs. And anyone who's used the store has seen this migration away from variety and options, to the REI brand almost exclusively. Shop elsewhere and support folks merchants who care.

Best chain/online outdoor store out there. Products, website, shipping, returns all the best. Been a member for around 30 years. So much for Trustpilot. Either the only people who comment are disgruntled or a competitor is trying to smear them.

Sent a pair of very worn boots as new then have to spent 20 mins waiting online in the store to return it. Never again.

Purchased a Dometic refrigerator from REI at $700 with tax. Refrigerator's compressors went after approx 6 months of use. So replaced with another Dometic refrigerator from REI at $700 with tax (this after Dometic said they would replace original but was easier to take back to REI) and a $400 Northface Wawona tent which bent after ONE use in wind and rain. Everything else we have returned to REI has been NEW ie too large etc but not used. Don't listen to REI policies, they are bait and switch, no explanation. The prices at REI are generally 25% more than any other store. so make sure to know before you purchase.

Placed an order at the beginning of the month states would be here for Christmas. When hadn't arrived within stated order time my delivery was moved to the 26th. That the order was "stuck" nobody bothered to make sue with the xtra shipping I paid it would get here on time. I contacted support they stated a new one would that would be sent and arrive prior to Christmas and on the 21st. Its the 21st and package still hasn't moved. There is no support available even though this is the standard time they are open and will not have the second package prior to the holiday. Id be careful ordering anything from this store as they don't sick to order times and the delivery support is not available.

Went to the register to pay for 2 pair of northface gloves and they asked was i a member? No, in order to get the items I want I had to pay $30 to become a member. It's my first time in the store. Mind you the guy who assisted me didn't tell me this. Come to find out it's certain items you have to be a member to get. The two people that was suppose to be ringing up people are talking and not paying attention to the line. Yeah, I won't be back.

Poor quality of clothing. Extremely terrible customer service. They obstruct you from returning things. Definitely dont recommend shopping here. And they use a lot of plastic.

Yesterday I purchased around $400.00 in REI. Hands full of items, I had to carry out to my car. I asked for a shopping bag. "We don't have shopping bags anymore, just tots for $3.50. I said.....
"After spending close to $400.00, you won't just give me the tot to help me carry me stuff out to my car?"
No, you have to buy it.