REIReviews 126

Working in customer service should be about how to help a customer. At times, I felt I was wasting the agents time. I asked reasonable questions, which could have been responded to with kindness and respect. I think the cardinal sin was her saying I have many customers waiting. Do you have a question? If a customer asks a specific question which needs supervision, then the customer should be informed they are looking into the issue and will provide information. Information as basic as reach out to my manager on Linkedin or here's a great way connecting with our Support supervisors. I think agents need to not deflect and actually provide truthful answer on what options are available. In conclusion, I've never felt so insulted as an agent saying theres customers waiting and to please ask a question deemed worth for a response. Either the agent should have concerted their opinion or not blamed the customer for being an interested party. Please respond only with a support manager.

I have been an rei customer for years. The last two experiences has changed my opinion. They send me a coupon and I was trying to purchase online while only
A plane (couldn't call) and was having difficulties with my account. They deactivate your account if you don't buy online at least once a year or so (even if you make purchases in stores). I brought the coupon in the store 2 days later and it just expired and they wouldn't honor it! Fast forward a couple weeks, I get my dividend for being a member / customers and figured I would use it. Well, went online again and had same difficulties. Called and ordered my items over phone. On item said it only had 2 in Stock. The next day the cancel the discounted item stating it was nice out of stock. The processed order for the full price item. I never have thus trouble with their competitors (moosejaw or backcountry). Rei gas certainly gone downhill

REI and continued 'membership' shenanigans-now I get it. Was initially astounded that REI would not stand behind their flawed product, insisting with Gestapo like force that a receipt/membership number be provided in order to make right THEIR defective product. After reading about the recent history of this company, now I get it. Bottom line for me - will never purchase anything from them. What kind of company is more worried about membership number than the quality of their products? I sent them two brand new shirts with some sort of fabric defect (the wrinkles could not be removed). Were they concerned? Absolutely NOT. FAKE 100% satisfaction guarantee. Incredibly insensitive to think I would insult the giver of the gift (shirts) in order to find out where/when it was purchased.

Please stay away from REI store and REI products. This satisfaction guarantee they have is just a figment of their imagination. Wanted to return or exchange a REI backpack with a torn front mesh pocket which wasn't a fault of my own didn't realize it was so inferior that putting a soft cover book is gonna rip it into shreds and they totally not able to help me because it's over a year thought there products last longer than a year but they don't that's why they satisfaction guarantee only last for a year. Wish I can give it zero stars. Been a member for awhile but I'm just gonna be moving all my buying to Amazon.

While visiting Dallas for the holidays, I dropped into two REI stores in the area.
Incredible; it appears that the REI philosophy is never let a customer near the merchandise. Everything in the store from the largest to the smallest least expensive
Was solidly strapped down. If I simply wanted to read the back of a box, I had to find an associate have him unlock the product then I would be asked what my question was. At no time was I allowed to handle the product. If I said I wanted the product, then my name was placed on the article and I was told " your article will be waiting at the counter when you are ready to check out".
With each article I wanted to purchase, I had to find an associate, who was always busy with another customer, have them unlock the article, label it, and take it to the counter.
Since I went in knowing what gifts I wanted to buy, the whole process should have taken 15 to 20 min. Due to insane "trust no one" policy, it took one hour and fifteen minutes.
Why would you give your hard earned money to a company that treats their customers like CRAP?

Horrible return policy plain and simple. Got a nice rain jacket for Christmas in the wrong size. Went to get a new size and found out with out a receipt they won't allow you. With so many people getting things shipped for the holidays you would expect them to loosen up a bit and allow for exchanges for the holidays. Now I am stuck with a jacket that is more then $200 that is no good. Don't worry I was once told in a customer service class that every upset customer will tell over 10 people about their bad expierience. That was in the 90s now with internet I will reach more with my voice. Never shopping REI again no wonder Amazon is crushing it.

REI shipped my product to the wrong address. After many calls I finally got a "supervisor" which conducted an "investigation" and literally told me that REI doesn't make mistakes and that I had entered an address wrong. Problem is I visual proof that I had not. They refused to fix the problem and as a final act of vindictiveness they didn't issue a $20 promotional gift card that was part of what I purchased. Couldn't be more saddened to learn REI is a company which is all about profit and couldn't care less about the customer.

I shopped REI online since I live in Seattle and the flagship store would be convenient for returns if needed. REI... wouldn't you expect great products and customer service? Well the products were OK but several didn't work for me so I went to their "Customer Service" counter with a box of items to return. There were multiple packing slips since their distribution center shipped my one online purchase in several phases. When I presented the box to the woman she immediately had attitude for some reason I still can't figure out. I've worked with the public so always try to lead with a pleasant respectful attitude but I received the complete opposite back as she checked in the items. She was so blatantly rude and off-putting I was kinda shocked and not sure how to react without coming across as a total $#*! so my daughter and I just stood there feeling uncomfortable. At the end when the woman rudely handed me my return receipts with obvious disdain I couldn't help but say "Wow!" as I walked away.

But here's the kicker! I sent a complaint on Rei's website because if it was my company, I'd want to know to make it right with the customer and correct the staff person, but have never received even so much as an "Oops, we're sorry" back, which leads me to wonder if the issue isn't bigger than that one rude employee. Just say "No" to REI! I know I will never give them my business again.

Ordered a product that we waited weeks for, and never received. After multiple phone calls to attempt to locate my purchase (which never arrived), I told them I would be cancelling my payment through AMEX, and did so. No disputed from customer service when I told them this.

I purchased the product again through the site and the item came quickly this time. Fast forward several weeks later and I have been harassed by REI for cancelling my purchase, and told by so doing, they can ban me from future purchases... Because they can't find the product either, that they supposedly shipped to me! Welcome to my problem REI- (they could have cared less until it meant no restitution for a lost item!)
I have been a member for at least 10 years and have never been treated this way. Who wouldn't cancel their payment for a product that never arrived, that REI couldn't locate on their end... And that was weeks overdue?
Disappointing, to say the least, but glad their are plenty of other outdoor retailers to spend my dollars with!

REI claims customer service as a value to their products. There is no place on the REI website for an REI member to vocalize a complaint or offer suggestions that will be placed as visual comments.

I ordered a pair of Garmont hiking boots, size 9 an extra half size larger than my normal shoe width. The boots were incredibly small, my toes were forced curled. The shoe came with a sizing tag to equate American size shoes with UK and Euro that was different than other charts I have received from name-brand manufacturers. I would expect shoes sold in America to have American standard sizes. I have not worn a Men's 9.5 shoe in 62 years.

I returned them as an exchange for a different, WELL KNOWN, brand of boots. I clearly expressed my wishes in the proper location on their returned items form. Instead of making the exchange they simply refunded the purchase price. When I called to ask why my new boots were not ordered, no excuse or apology was offered. Instead I could order the second pair with a new credit card activity.

I called 3 times and was placed on hold over 15 minutes the first two times. After ten minutes of the third call I was answered. "Extremely busy" was the voiced reason for the delays (again without apology); which, I take as not enough customer service representatives to offer prompt customer service.

There is no place on the REI website to place service or business reviews or suggestions, publicly. Product reviews can be submitted but customer service comments are not allowed their, either.

You get what you pay for. The first time I saw the prices here I ran back to the generic sporting goods store where I've usually gotten my hiking supplies. Then the hiking boots I ordered from said nameless sporting goods store completely fell apart when exposed to snow. That's when I realized that if you want quality, you have to pay a little more, at least in the short term. I bought my hiking boots from REI 5 years ago and have taken them through some of the most insane cross country trips since. Those boots are still with me. In the end, I may have paid less since I haven't been buying new boots every year.