REIReviews 126

The REI at 740 Ernest W Barrett Pkwy NW #450, Kennesaw, GA ******* is my favourite of the REI stores that I have been to. I had a product issue and the Manager, Cary was helpful, patient, knowledgeable, and really put the customer first!

Definitely rate the manager & this store 5 stars, and will be back. After an initially frustrating customer experience with the REI company, this store and the manager Cary reinstored my faith in REI!

This is a deceptive online outdoor gear store, like 123 mountain. They sell you a membership with the promise of great savings, but there is never any item the membership discount applies to. They list items for sale that they don't have in stock and don't tell you that until after you've purchased the item. According to them, they have 30 days to fill your order and you can't cancel. Worse company I've ever done business with and I never will again.

I am so satisfied with the wonderful customer service! I bought a gift card in store and lost the gift card along with the receipt like an idiot. It was a $50 gift card so I'm thinking I'm out $50. Nope! I called REI and the woman on the phone deactivated the old one and sent me a brand new one with no hassle even without a receipt. Note: I bought the gift card with an REI membership account and bought it for someone who also had an REI membership. I have no idea if my experience would have been different otherwise. Regardless, I am so glad my mistake was salvaged!

REI, really? This company used to be great. In the 90s. Now it has gone downhill along with Northface. Seriously this company claims to be a cooperative, but they rarely do things the coop way, and are barely skimming by. Also they have gone mainstream. The number one thing they look for in an applicant is basic sales experience. You can work at walmart for 10 years then work at REI but I know people who have worked just as long as GUIDES and have not gotten jobs at REI because of their LACK of SALES experience. Good luck REI. You have joined the likes of companies like Cabelas, selling crap gear to inexperienced people and hiring the wrong people.

I was going on a trip for a year and bought most of my expensive stuff I needed at REI. While traveling there were a number of things I had bought that I decided I didn't care for anymore or wanted to exchange for different products. I surpassed the one year of owning my things without returning them and I went to two different REI stores and the employees were happy to have my returns and even happy to help me purchase new items online with my rewards I had earned from them the year before, in the end I came out on top. I will always recommend my friends to shop with REI because they truly care about their customers' satisfaction.

Yesterday I opened a package from REI that I had ordered online and discovered that one of the two items was missing. In my 38 years of life, my experiences with large corporations have been largely negative, so I was expecting a hassle. I called REI this morning to report the problem and was pleasantly surprised they sent me a new shipment without any questions asked. I was on hold less than 5 minutes total. They asked if standard shipping "would work for my needs". My needs actually matter to them? The "customer is always right mentality" still exists in a large company? All I can say, is Thank You, REI, for being a classy company and may the rest of the corporate world follow your lead.

I purchased a pair of REI brand pants for travel, wore them once, and the top button came off in the dryer. I exchanged them and it happened again within 2 weeks. When I tried to return them the sales people were rude and acted like they might not be able to accept the return, stating that their new policy doesn't cover normal wear... I don't know who expects their clothing to just fall apart if they wash them, but if you're going to sell me cheap pieces of crap I can certainly buy that somewhere else for much cheaper. It's also ridiculous to try to shame your customers. I travel frequently for field work, and have spent quite a bit in REI, but after this experience I would not trust them with any large purchases.

I'm going to keep this short. REI does not stand behind their products 100% like they claim.
I have a four + year old REI dry bag that has failed at the welded seam. They will not warranty it because I do not have a receipt. I told them that it was a gift from my grandmother. I was told by the REI sales person that my grandmother should've kept the receipt. I said, are you kidding me! This is a REI product with REI stamped all over it. My grandmother has passed away. What does REI want me to do? Dig her up and ask her what she did with the receipt. I will never buy a REI product again! Patagonia has the best warranty going and stands behind there products. REI should take a lesson on how to treat there customers from Patagonia.

I ordered a Jawbone Up24 online, and within 2 days I received the UPS notification the item had been delivered. I was SO excited to get my new buddy in my fitness regime. I got home excited to open my new tracker and start using it right away. But, to my disappointment, the package was not there. Long story short, I ended up assuming the worst and filed a lost package claim with UPS thinking I was now out $100 and have no tracker. I called REI to see if they could help, and right away my problem was solved and my replacement is on it's way! Thank you REI for being so easy to work with, fast and friendly!