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Reviewed Nov. 10, 2023
I purchased a Patagonia women's hoody jacket at full price on November 4th. I visited the store on November 10th with a 20% discount coupon that I could use from that day onwards, intending to return the jacket I originally bought and purchase it again at the sale price. However, the staff refused to make the exchange, stating that it goes against their company policy and that returns are only allowed when the customer is dissatisfied with the product. I hadn't even worn the jacket, the tags were still attached, and it had been less than a week since I bought it. It's very disappointing to be denied when I intended to use a coupon to repurchase the item at a discounted price.
In the United States, there are other stores that have a policy of refunding the price difference if you bring the receipt when the item goes on sale, all for the benefit of the customer. I can't understand why REI co.op has a policy that doesn't allow such exchanges. It's very embarrassing and frustrating. And the manager made me feel so humiliated.
Reviewed Nov. 10, 2023
I ordered a pair of Hoka walking shoes that were on sale. Price unbelievable!..Well the website said it shipped. A week later decided to call because I never received it. They Said it was on backorder and I will never get it. Tried to purchase another pair with the customer service agent but she had an attitude. I told her the price online (scam) / she quoted another price. She knows nothing about a sale...Well hopefully I will get my money back..If it's too good to be true. It's a scam!
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Reviewed Nov. 2, 2023
Bought a bike mid-June. Was riding bike on July 24 and the electric malfunctioned and the pedals started slipping. I was already 10 miles into my bike ride. I had to try and pedal back. It was almost not a doable thing. Dropped the bike off that day. Was told it was a sensor malfunction and needed a new part. Wasn’t available until October. No other options. No replacement bike and no bike I could borrow in the meantime. Called today. 11/2. To ask where the part is as I haven’t been able to ride my brand new bike all summer. Put on hold for 8 minutes only to be told the part is on it way. To say I am utterly disappointed and dissatisfied is an understatement. I have committed now to going on any review page I can find and tell what happened and let you know if you want a bike. Go someplace else. If there was a negative option for stars I would give it.
Reviewed Sept. 29, 2023
I ordered a pair of shoes online for in store pick up. I went to the store to pick them up. I admit, I was an hour earlier than the estimated pick up time, but they had the shoes in stock (I actually had them in my hands...) -- however when I went to check-out and showed them my order number, they couldn't find it -- it wasn't in their system. So, I couldn't get the shoes (I had used my one-time rewards discount). Their in store staff was apologetic, but they said there was nothing they could do. So, as of now (24 hrs later) I still don't have notification that I can pick up the shoes.
Compare this to Target -- I placed an online order for an in stock item, and got an email 15 minutes later telling me my item was ready for pick up. REI online ordering and instore pick up is a joke. And you can't call anyone to talk to them about it and you can't cancel your order!!! You have to "speak" to a chatbot. What an archaic system -- I expect with the current increase in online ordering REI will likely not survive -- their customer service stinks -- something they used to be known for.
Reviewed Aug. 9, 2023
I went in to exchange a pair of Keen hiking boots that I had only used a few times and already had the front toe peeling off of one of the boots. I had called multiple times to make sure that I would be able to exchange them since I live very far from the nearest REI in Chandler, AZ. Both people I talked to told me I would be able to exchange them and bring them in. After driving 45 minutes one way to the REI, I was then told at the store that the toe peeling off the boot was normal wear and tear and they would not exchange the boots for me. Needless to say, I will not be shopping at REI any longer.
Reviewed June 18, 2023
Tried to return/exchange (n store) a REI brand sleeping back with a malfunctioning zipper. It was used only a few times, and is in perfect condition. Although I have been a member for over 8 years, for reason I do not recall, the purchase does not show up in my purchase history. Maybe was a gift or a sale and didn't use my membership, I don't know... I understand their policy for proof of purchase, but I've been a loyal customer for so long and never abused the return policy. So I would have thought that they can make an exception and get an exchange or store credit, even for a nominal amount less than a similar item. But no such luck.. too bad since I will now stop shopping their store; there are plenty of options out there.
Reviewed March 19, 2023
I have been a REI customer for the last 15 years and I will never go back after how I was treated today. I purchased a Thule Motion XT XL from REI #55 on Westheimer in Houston several weeks ago and just got a call on March 15, 2023 that it was ready to be picked up. A copy of the Credit Card receipt is posted on Google reviews. I went there today on March 18, 2023 and was informed that the transaction was cancelled because I NEVER picked it up. I looked at my original receipt from REI and they had put a DIFFERENT customer name on my order (also posted on Google reviews) but had used MY Credit Card. Despite this being 100% REI's fault, they refused to give me the Thule and claimed that my Credit Card had been refunded (it never was).
The Thule was actually still in the store but they had taken it out of the box and they refused to let me try to buy it again, even though I asked multiple times to repurchase the item. The staff there who treated me so rudely was Fareed ** and his manager Carly **. They spent their whole time saying there was nothing they could do and they did not try to resolve the situation. They even had me talk to a Sonja on the phone from their Financial Department who said there was nothing she could do. They were not a bit concerned that I had another customer's information. AVOID these people and this store. They obviously have no problems giving private customer information to other customers, and will not refund you even if they made the mistake. I have since purchased the Thule on the internet from another company and will never shop at REI again.
Reviewed March 2, 2023
They just started a trade-in department & we sent in two brand-new backpacks that we never used, it took over the specified amount of time & the backpacks were identical & they gave us way less for one than the other. You are better off trying to sell it yourself because they are going to turn around and sell it for close to full price.
Reviewed Feb. 23, 2023
I went to REI store in Manhattan Beach, CA last Thursday Feb 16, 2023 to get this Yakima 135 base part and paid it. However, cashier told me that 135 part will be sent to shop for installation. REI's employee Dave or David told me to get base 175 from Yakima’s website since was the only part missing to install a rack on my car. I even spoke to Indra **, manager at that time around 1:30 PM and thank her for her service. At the same time, we scheduled installation appointment for tomorrow Thursday Feb 23, 2023 at 1 PM.
I just got a call today Feb 22, 2023 at 8:50 PM mentioning me that store that do not have base part 135 when I got it from this store. Employee who called me mentioned it that store needs to postpone installation for next Sunday Feb 26. However, I asked REI's employee to direct my call to a manager on call. Shena who refuse to provide me with her last name contradicted herself and told me that part may get to store next week on Tuesday, and they will call me back to schedule a new installation appointment. What a terrible customer service just hours before installation on Feb 23 at 1 PM. I went to your store yesterday Tuesday Feb 21 to get cross bars and make sure everything was fine for this appointment. Why that many lies? Why do you guys are not straight forward? Why are you dishonest with clients? I would like to escalate and find a solution before Tuesday. Thank you, Mauricio **
Reviewed Feb. 8, 2023
REI is a great store. However using Ontrac shipping is an unwise choice. Was supposed to receive products 2 days ago. Delayed twice with no explanation. Had to call REI to see if they could add instructions to make the delivery successful. Frustrating seeing out for delivery and then delayed. Sick of checking my emails for updates. Then the updates end up being so vague. It would be nice if they gave a reason for the delay or called to get information from me to have a successful delivery. There are 4 ways to leave packages the Amazon hub, the package room, the mail room, or my doorstep. I least like people coming to the doorstep. All aside delivery companies have their issues but these peeps seem pretty bad.
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