REIReviews 126

Worst first time experience ever! First time ever purchasing from your company and definitely going to be my last time! I ordered a pair of MENS SHOES in size 9.5, paid for expedited shipping because I'm leaving for a trip and ended up receiving a WOMENS T-SHIRT! You have to be kidding me! I called customer service to get some help and I was informed that the shoes that I ordered is no longer in-stock! So basically your company gladly took my money and sent me something random that I didn't ordered which probably cost a fraction of what I spent just to send me something and waste my money on expedited shipping! I've never been more shockingly disappointed in a company like this. I will never purchase anything from this company and I will NEVER allow friends or family to purchase anything from this company because it's ultimately a waste of time and money!

I ordered a pair of running shoes online like a do about 10 times a year from other websites. The shoes arrive on the exact day they are supposed to. Only problem is the shoes are not new, they are used!
No where did it mention that the shoes were not new shoes. I called customer service and asked if they usually send used shoes instead of new and he wouldn't answer. It seemed all he wanted to discuss is if I wanted a "return label". Never apologized for sending used shoes. Asked if I wanted a discount, I guess to keep them. I will never do business with this company and I suggest you do the same.

This place was once an outdoor persons paradise! Now it's just a corporate greed machine. This place went from allowing you to return everything and anything because they originally stood behind the products they sell. Now they offer a 1 year return policy which is still pretty decent but they don't stand behind the products they sell in store anymore. I purchased a pair of shoes from them for $130+ tax and they had already started to tear on the side on 1 shoe. The store seems to think it's normal wear and tear and refused to return the shoes. If that was normal wear and tear why isn't it torn on the other side as well? I did not hike, run or do anything crazy in these shoes so there should be no reason for the whole.

Dealing with REI's inefficiency and unprofessionalism was a truly unpleasant experience. I paid for a 1-day delivery because I needed to get a backpack before I left the US (I was leaving in 3 days but decided to pay for the 1-day delivery to be on the safe side). After a series of mistakes from their side and UPS's I ended up without a backpack nor any valid explanation from REI. On the contrary, I felt I was being mocked by their customer service - I called and chatted so many times to ask for their help and every time they would do something useless or that negatively affected the possibility of me getting the package on time. I wasted a lot of time and energy and dealing with this and I really regret not having gone to another retailer. Although their stores look nice I would never recommend buying from them because of how horrible their customer service is.

REI states on
Their web site under their return policy that: "If your item has a
Manufacturing defect in its materials or workmanship, you can return it at any
Time." Well, I found that that is not always the case. About eight
Years ago I purchased some expensive hiking boots expressly for backpacking. Over
Those eight years I have used those boots about 20 times. This year after my
Last backpack trip I found that the sole of the boot was separating from the
Shoe. I consider this a manufacturing defect and return the shoes to the
Clackamas REI where I purchased them. The sales person I talked with stated
That, due to the age, this was considered an "end of life" issue and they would
Not accept a return even though their limited warranty does not state a time
Limit on purchases. I told this person that the boots had only been used about
20 times but that made no difference. So beware that REI's return policy is not
As stated on their web site and they do not always stand behind their products as
They would like you to believe.

A lot of "our system just works this way" which causes headaches in several areas.

For example, I placed an order for in-store pickup, but when I arrived, they hadn't picked the item yet. I said I could just grab it and bring it to the counter, but they couldn't do this because "our system doesn't allow it".

They refund purchases made with dividends by mailing a check without contacting you, despite this not being in their online T. O. C. They cannot refund dividend purchases in another way, again because of "our system won't allow it."

On March 1st 2018 REI has halted future orders of some popular brands including CamelBack water carriers, Giro helmets, and Camp Chef stoves - whose parent company, Vista Outdoor, also makes assault-style rifles. REI issued a statement noting that while it does not sell guns, it expects companies that do to help prevent mass shootings. My name is Gregory, i am an avid gun owner, some of my guns even look like assault rifles and i have never nor will i ever hurt any one with them. Because of the fact the REI obviously does not stand for the 2nd amendment i have cancelled my membership to begin my boycott of REI and aside from simply not using REI at all from now on i will also post the article which came from the Las Angeles Times. Good rittens. Gregory

Ordered several things including gifts for my children. The day everything was sent out they emailed me to tell me one item was canceled. It was a gift for one of my daughters. One of my daughters will receive her gift and the other wont. They didnt ask if I would like to replace it. I asked if they would let me buy something else and give me 2 day shipping so their gifts would arrive on the same day. They would not. I used my dividend to pay for this purchase and instead of asking if I would like to replace the cancelled item with something else, they just automatically sent the dividend back in the mail. Terrible customer service.

I recently ordered a bike from REI's web site and had it shipped and assembled at my local REI store. I was concerned because you can not track the shipping, but the bike arrived earlier than the estimation that was provided at checkout. Arrived within one week.
The sales guy that went over the bike with me at pick up was not so knowledgable about the bike and set up.
I checked the bike over when I got it home. Everything was properly torqued and brakes and gears all functioned well. Overall good experience.

Don't believe the 100% satisfaction guarantee. You may get a refund for your product price, but not shipping, even if defective, and no return shipping either. You will not be sent a replacement either. Instead, it's up to you to purchase the product again if you want a replacement, so the new cost will always be more than you got credited back. Satisfaction? No. Get something defective? Your loss, including shipping both ways.

I am a long standing REI member. I've shopped at three different REI stores in Southern CA and online. In-store assistance has ranged from nice people who don't know the products they're selling to truly exceptional knowledgeable helpful human beings.
Today, my wife and I went to the Santa Monica store. We had done our online research prior to going and were hoping to find what we needed at the store as a double dividends promotion was being offered for all in store purchases.

WOW!

Shopping for zero fall hiking shoes - my wife was assisted by a truly helpful patient knowledgeable gentleman. Shopping for a high impact cycling helmet - I was helped by a man who's name tag said ROMAN. He was exceptionable - extremely knowledgeable, helpful, personable, patient and through.

Suffice to say we purchased the products we came to find, and both left happy as well as informed about related items we will consider for our next purchases.

5 STAR for sure for sure.

I love their 365 return window, and most of the employees I've talked to have been nice, and a very few have been knowledgeable, but overall, if there is any complication with an order, CS is not very good at troubleshooting. They don't seem to know the way their system works. I ordered a backordered item just to have it cancelled. I was okay with that, but when I checked in on it, I got different answers from most of the people I spoke to (things like, discontinued, not in stock, they didn't know when or if they'd get it again). It was when I called Backcountry Edge that I got some answers - it was a popular tent and would be more plentiful in the off-season. I have searched all over for this tent, and I dealt with REI, Backcountry Edge and Backcountry. I had the worst experience with REI. I won't be purchasing from them again, if I can help it.

Anyway, to the returns - I finally got my tent and didn't feel it would work, so back to REI it went. I knew I'd have to pay for the return shipping, but I will tell you a heavy tent will cost $75 to ship back. Other sites offer a return label, which gives the buyer a break - Backcountry and Backcountry Edge are both under $10. I don't have an REI near me, so returning to the store is out of the question. Done, dee, done done.

Satisfaction is definitely not the priority. I placed an online order for a gift and was given a delivery estimate of a week later. No notification and no product delivered. I contacted the store and was made to feel like a burden for even asking. I contacted customer service where I was again made to feel like I was wasting the agent's time only to find out that it would be an additional twenty days of wait time before the item "might" be delivered. This would have been an easy communication from REI regarding order status but clearly not their priority. Unacceptable service and communication. Customer lost with first online transaction.