REI Reviews 

I ordered a Cannondale bike online, with Shimano derailleurs. They told me one week. Two weeks later the bike was ready and I picked it up, took it home. On my second ride, the rear derailleur kept skipping. I took it back and in the process realized that the bike had some other kind of derailleurs on it. They told me that they did not guarantee the parts package. What? That's like buying a BMW with a Hyundai engine in it. The integrity of this brand has really declined, sad to say. No word from CS.

Came into the store to test a Burley Tail Wagon bicycle trailer for our small Cockapoo. Extremely rude workers in the stores now. We’ve been a member for over 20 years and recently the customer service is awful. We were told to purchase the wagon, try it on the dog outside of the store and return it if needed. After 5 minutes outside with our dog, we returned the wagon. We were yelled at by a worker for not using the an automated door. Very rude workers. I don’t understand why REI hates their customers so much.

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Not the REI of yesteryear. Staff is rude and unreasonable with returns or mistakes...not even a store credit could be had and was hung up on. So much for supporting local businesses. Im done and wont be back.

Back to online shopping....

There are only a few companies that distinguish themselves by providing extraordinary customer care. REI used to be one of those companies - until it resorted to charging its members abusive fees. I purchased an item using the sizing chart provided by REI. When the product arrived it was too big. REI charged me $5.99 to return the item. There goes any savings by purchasing online from REI. I won't be needing my membership. Another formerly well-respected company bites the dust.

They will not honor their written one year warranty. I bought shoes that I only used lightly. They began falling apart at 6 months and were jabbing me after 8 months. But was told that's how long they're supposed to last. What???

While the people were very knowledgeable & accommodating, & selection was good, the EXTREMELY aggressive promotion of the membership will make me NEVER shop there again! 1 & DONE!

Got the membership to save on some yeti products. Ordered online for in store pickup, they cancelled my order without any notification or reasoning. Checked it again online, still says it has stock. Seems like they want you to pay for a membership but are deceiving about availability. Also horrible and incompetent customer service that is compartmentalized in a way that they literally cannot even tell you what happened - other “jurisdiction” I guess … not helpful at all (they then had the genius idea that they could now send me a cancellation email - after I complained I didn’t receive one… how on earth would that help me now and after I figured out by myself that you cancelled it???) great problem solving you absolute geniuses, guess you didn’t hire on the upper spectrum of the IQ bellcurve…. What a crappy business practice.

Ordered a pair of hiking boots online to be picked up at my local REI store. The website said the boots were in stock and I would be notified when they were ready to be picked up. Not only were they on sale but I also had $50 rewards to use. I later received an email stating my order was cancelled because they were not in stock. I called customer service who then told me I could have them shipped to my house but I would not be able to use my reward cash and that the rewards would be sent to me as a check for future use. I had to purchase the boots full price. I think they purposely set up their website showing full stock but use it as a bait and switch so customers have to pay full price.

Ordered a pair of shoes on March 31. Came 2 days later. Returned them 2 days later. They said they received 1.5 weeks later. Refund was FINALLY ISSUED (still haven't received in bank yet) on May 13. They refunded all but the $10 shipping fee...after waiting that long. Do the math. I will never order from REI again. Besides that, they're extremely overpriced. You don't belong in Montana.

This company and platform was horrible to work with. The platform has countless bugs that causes countless repeat messages to the same customers and they charge you each time even tho it’s a platform error. 0 refund policy for anything even tho their platform doesn’t perform as promised. Their customer service is rude and blames their problems on 3rd party company twilio. They’re another company passing the bill for their problems onto their own partners. Then they suspend your account for messaging too many people after they give you a 5000 sms daily limit. They’ll ask you to make a new account so they can get another signup fee from you instead of fixing your account.

If I could give it zero stars I would. This corp is more interested in nabbing your $30 membership than anything else
They are over priced, and they never have stock
I went to buy sneakers the salesman was hellbent on selling me a membership more so than helping me buy sneakers. I’m sure they get stars in their crowns for selling as many as they can. It’s gets you nothing but EMPTY PROMISES I was promised $30 bonus card to be used whenever I wanted. Yes I said WHENEVER. Apparently they expire! N for what reason would they expire? If u are sucked into giving them an extra 30 bucks on top of your order? I will tell u. So u forget that u were never told they have an expiration date. Even the cashier rude n emotionless did not tell me. DONT WASTE YOUR MONEY at this ugly dark n cold feeling store. I asked management for exception since I was not told plus it’s a week or two expired NO was the answer cold n harsh just like the environment inside the store. So buyer beware.

I ordered from them. The order got lost thanks to USPS. I contacted them and they told me they would send me a replacement that ships in 5 to 7 days. Nevermind that it had already been nearly two weeks since the order was placed. I called to try to speak to someone about expediting the replacement. Was on hold for over 10 minutes and got cut off two seconds after she answered. I finally responded to the email and asked for a refund. They told me I had to wait 2 weeks for it.

Then I recalled my first experience there, when a bunch of their employees in Corte Medera were talking about how horrible it is to work there while the store was packed with people.

I joined their co-op program because they had some promotion where it mathetmatically made sense at the time but every time I have ordered from them, it has been a bad experience.

Try Sports Basement. They have way better service. And you can actually get a human on the phone in a reasonable amount of time.

Greedy company that abuses their workers Rights. UNION!!! UNION!!!!

Absolutely terrible customer service!
I went into the store and found the water shoes I wanted but they did not have my size. Buy the membership, then order online. I did. REI said my shoes would be here in 3 days, they shipped my shoes and they were due in 3 days 6 days later no clue where they are and the shipping company says they never got the package. REI is like oh I can get another pair out and they will be there next week. Next week I am on my cruise that does not help me. Shop somewhere more reputable.

Yea, this company has lost touch with their costomer service. Very disappointing with their products and employees. I bought a 150 dollar pair of shoes that blew out in 3 weeks. They refused to help in any way. Would not even help me get in touch with the manufacturer. I did the REI email servay they sent next day. I told them about my negative experience.
It said a representative would contact me with in 48 hours. They never did. To bad for them my family has had a membershit for close to 30 years. Just for clarity. This is the only time I've tried to return something from them.

I’m surprised by the reviews that say they refused to honor a return policy. I received a very used coat. It was listed as new. I believed I was buying a new product. REI confirmed it was “new”…..The coat had medication, receipts, hairbands in the pockets and stains all over it. No tags were attached to it. When I called the company, they told me it was their policy to accept things, even if they had been worn and then to resell them. They apologize for not checking the pockets better before mailing it out. They did not apologize for the fact that it was clearly used. Not to mention the safety issue of unmarked pills in the pockets that had disintegrated everywhere..

Same as most of the reviews here for customer service: fuggeddabouddit.

Took in a pair of socks that should absolutly not have failed no longer than I've had them and no more than I've worn them.

Conveniently "...just ourside our window for replacement or credit..."

Yeah ... right.

DONE with REI!

Amazon = Free Returns
REI = $5.99
Amazon = Returns Credited Within Hours
REI = Returns Credited (hopefully) 2 Weeks Later
Amazon = Return UPS, Whole Fds, Khols
REI = Post Office
Amazon = No box needed
REI = Box, Tape, Print, Label Yourself

Do not buy from these guys. They take forever to ship a simple item. Ordered my item on the 3/5. It is now 3/11 with still no shipping confirmation. Garbage company.