REI Reviews 

Dont buy from these scammers, I ordered a bike and it was supposed to be available for pickup the next day, it said they have it in stock and everything, and today was when it was supposed to be picked up. Then they randomly sent an automated email about how "the item turned out to be out of stock" and they cancelled the order, without warning, not even a call. Then they gave a coupon that I am definitely not using because this store obviously doesn't care about their customers. And the rating speaks for itself too, its like 80% 1 star reviews. The last 5 star experience someone posted here was in January. That speaks for itself. The website said in stock and ready for pick up, and they cancelled it without warning. How hard is it to actually keep the website organized. Why did it even let me order it if they obviously dont have it in stock.

Bait and switch tactics. No longer stand behind their items. Terrible experience.

Item arrived quickly but I’m very disappointed in the packaging. I ordered 2 carabiners. They could have, and should have, been sent in a small, recyclable bubble envelope. But REI decided to go full Amazon and sent them in a box (12”x8”x6”) that was way oversized for the item. In this day and age this is unacceptable. Especially coming from a company claiming to respect the outdoors and environment.

I've been a member of REI for years. To make a long story short, they rolled out a new return policy without sending emails to members, until some have been banned. I never got an email, nor did I expect to, because I had heard it was happening to people who abused their policy by returning heavily used gear. Well, I didn't get the email but while in a REI store attempting to make a return on a new pair of shoes that caused me pain, I was told I was banned from returning. If I would have had prior knowledge of this, I would have never made that purchase! Shoes aren't exactly the easiest thing to fit and when they themselves tell you that you can return them if they don't fit right, but then abruptly ban you from doing so... that is sooo unjust. REI just sunk to a whole new low. So many other people are upset at this, and I know not everyone who got banned actually abused the policy. I'm sure many, many did, but not all, like me.

I bought a pair of pants in an REI store with cash. They didn't fit as well as I had hoped I decided to return them three days after the purchase via mail as the physical store is over an hour away. I contacted the company to issue a return mailing label and instructions. They sent me an email September 5 stating the item has been received and my refund was processed. I should expect to receive a check within 15 days. It never came so I called customer service inquiring about the status of the refund. They said they would reissue a second check and verified my mailing address. The check never came. So I called back. I was told they would reissue the refund and I should get it within 15 days. I never received the check so I called back. I also began corresponding via email with Customer Service about my dissatisfaction and suggested perhaps an E-voucher cre3dited to my account would be a more expedited way to ensure that I received my refund. I was told that they needed to research the problem first then they would get back to me about the refund and re-issue another check then. It has been 90 days and I still have not heard from REI about the status of my check and quite frankly I feel that they are trying to rip me off and hope that I forget about it or just give up on getting my money returned. It feels very dishonest and I urge others to use caution when doing business with this company. I have never had to wait 90 days for a refund or any kind of correspondence such as this. They assured me they would reissue the check and send in 10-15 business days. That date came and went, along with follow up emails. I called again. They explained they had to research the problem before they could issue an another check. They agreed that the previous checks hadn't been cashed. I explained that I didn't feel as though I should have to wait for their research in order to get the refund issued. They have never reached out to me about this. It has been over 3 months and I still have nothing. I have been a member for over 26 years and spent thousands of dollars through out the years. I won't be buying from this co-op/company/? again. Watch out when returning product via mail. You probably won't receive your refund without fight.

Don’t stand by their promise return. Called customer service for return issues got flagged and blocked for returns.

A month ago I would have given REI five stars and I've been a member for over 20 years and all my family members are members. But due to their seemingly random, unspecific and unjust return policy changes, they are now one-star company to me and my entire family.

I am a lifetime legacy customer — my parents were shopping REI in the 1960s — and previously recommended them to everyone. I recently received an email saying they would no longer accept returns from me following a series of returns I needed to make due to receiving faulty GPS watches. They treated me very poorly and with absolute contempt, claiming I “abused” their returns policy. Clearly, they never cared to investigate the nature of the returns. I never received a warning of any kind and my returns were valid, qualified by REI employees, recommended by the watch manufacturer, and entirely inline with REI’s return policy. Sadly, I will no longer shop at REI and hope I can spare others from the appalling treatment I received.

I had a gift card for REI. Upon entering the store, I did not see any associates to ask for help. I was interested in women's jogging pants, specifically Vuori brand. I wandered the store and finally found them. They were $94.00. On their website, the sale price was listed at $74.93. I took 2 sizes in 2 colors to the fitting room. And 2 sizes in 2 colors of Pagoda pants. The doors were locked and nobody was in them. I had to search for someone to unlock the door. I had 8 items and I was told I couldn't take more that 4 items. I tried on the 4 pairs of pants and then wanted to try on the other 4 pairs. I exited the dressing room door to get the other pants and the door closed automatically and I was locked out!! My purse, phone and clothes were in the locked dressing room!! I had to search down an associate to re-open my door. Just to make note, the tags on all the REI clothing have the price written in very tiny print almost to small to see!! I found the pants I wanted and took them to the front desk. They rang up at the regular $94.00 price. I showed the associate the price on their website for the exact same pants. He said they were probably last years model and the ones in the store were not on sale.
He then wanted my phone number so he could look up my membership. I don't have a membership. And I told him this. He seemed confused and even though I had a barcode on the plastic gift certificate, he had trouble ringing up my purchase. I asked him if any money was still left on the gift card. He seemed confused again and it took him several minutes to figure I had spent exactly what was on the gift card. I did not know they don't provide bags for your purchase. I had to walk out with the pants in my hands. I kind of felt like an associate would see me and think I was stealing the merchandise. Overall, the customer service is very poor, the prices are very high for items that would cost half the price at many sporting stores. I will not go there again.

I experienced poor customer service in the footwear department located at 9901 N Capitol of Texas. An employee decided to assist another customer instead of helping me, even though I had been standing there for several minutes. This was witnessed by two other Black customers. It was evident that the employee saw me waiting but still chose not to assist me.

Customer service cannot provide any real answers, I ordered over $1,000 worth of product and it was stuck in a processing status for over a week. Never got it. Not only that but they sponsor bullies on Instagram. I was following a lady they sponsor and noticed she bullied people in her comments and encouraged others her bully people for her.

Visiting from Canada to Fort Worth; second visit to the store; twice encountered staff - both times they were confrontationally rude and overbearing - particularly the guy with the long hair in the bike shop who, best I can say, was an overbearing 'friendly' fascist - a weak character bent on being in control and a shame to what is usually very polite friendly Texas. He talks like a freak who needs control and is so deep in his fragile ego that customers do not matter - they must (according to his attitude) obey him as he talks down to you and repeats his commands in a snarky condescending tone - to the extent that I a 72 year old had to remind him that I heard him the first time to which he glared at me - his ego clearly offended.
Net outcome - I will buy the bike for my grandson elsewhere and never return to this store, where, incidentally I previously had a good encounter and spent close to $1000.

I ordered a water bottle online from REI at the beginning of the month of August. It was expected to be delivered within a week. I received an email stating that I would recieve a tracking number. It is now September 9th and I have yet to receive a tracking number. I reached out after about two weeks of no update on the order to find out that the water bottle I ordered was on back order. NEVER was I informed of the delay. If I had not reached out I wouldn't have been informed that there were complications in my order. I was then informed that the new expected arrival date was going to be on the 9th of September. I still have never received a tracking update and since the date passed of its expected arrival (a month after original order date), I decided to reach out once more to see what the update was. To find out the water bottles are STILL ON BACKORDER. I was never informed of these complication at any time without reaching out to REI first. This is EXTREMELY frustrating because this was going to be a gift and I had told them that there were complications and to expect it at the latest on the 9th only to find out that there have been MORE complications. I am very disappointed that this company did not take initiative to own up to the back order and inform me of the delayed arrival date. Would not recommend their online shopping experience to anyone due to lack of communication.

Awful company. don't waste your money with these clowns.

DO NOT use REI experiences!!! I purchased a bike riding class for my grandson. He woke up at 3 am the morning of the experience throwing up. They will not reschedule- in fact they hung up on me. I guess we should have brought him sick. REI doesn’t believe in staying home when you are sick. Do their employees have to come to work sick???

Had a good experience with this business, reasonable prices and the support staff is quite helpful in picking out items you need.

REI adventure: It's a 103 degrees outside today. My 18mth old search and rescue service dog goes with me everywhere. I was shopping for a tent that attaches to the vehicle so that my dog can have shade. A nice older lady was helping me and was asking me about Ember. She asks does she know any commands. I said yes, at which point a taller slender man walks over and starts watching Ember sit, shake and speak. At which point he shrieks you will haft to leave the store immediately. We can not have barking out of control dogs in the store that will bite. I said seriously, I was showing her skills. He said she is obviously not a service dog. I said, are you being serious? She most diffently is a Service He says we'll yes, it's new store policy ever since there was a dog loose biting people. I said may I get my tent, purchase it and leave without further conflict with you. He said, I can do that and we left without incident.

Pathetic store, pathetic supply of inventory. Then I was asked to leave because I had a small dog with me. This is Colorado - a dog friendly state!!! Very bad business decision!!! I will never return to any REI.

I had the miss fortune of dealing with the manager Sarah. Threaten me to have me and my service dog leave the store for doing his assigned task. Because in her eyes it was being disruptive. Instead of asking what he does for me. Even though there were other dogs in the store. She was very unprofessional in handling this she felt she had to do it in front of other patrons. I never felt this embarrassment before.
I will never shop here again.

Would give 0 stars if I could. Orders repeatedly cancelled with no notification or explanation. One order returned to sender at REI's request, again with no notification or explanation. Worst shopping experience of my life. I would rate them 0 stars if I could.