REI Reviews

I signed my grandson up for a bike riding class. He woke up that morning throwing up. They will NOT reschedule. I guess REI doesn’t believe in staying home when you’re sick!! I’m not asking for a refund - I’m asking to reschedule. I guess we should have brought him even though he was sick. Absolutely horrible!!!

Short story it's a lie and customer service states it's my fault for not reading the terms of service and was extremely rude. They also try and charge you 10.00 as a chance to win. Terrible experience and unfortunately has turned me away from REI as they have lost the trust factor for me.

REI used to have the best warranty of any store. But not any more, at least on shoes. I paid $118 for a set of walking shoes that I only wore sparingly, maybe twice a week for a couple of hours each. And by use I mean in the house or on sidewalks, I don't run and never hiked in them. They began coming apart after 6 months and were impossible to use after 8 months because plastic pieces were coming through the cloth and jabbing me. I tried to return them and was denied. I was told that's how long they're supposed to last. This is against their own written policy of a one year warranty but they would not budge. I left them in the store and will never buy from REI again after 31 years of membership. It's not the same REI.

REI - Not the same company as of 5 years ago. Terrible customer support. I will not purchase again from REI. I was told first that I would not have to pay for a return label for an item not as described. When I called again joking about the label I was informed that I would have to pay for the return.

Just posting here that REI lost another 15 year customer today. They would not take a bike rack back that I could not attach my bike to, and I was going to buy another suitable rack instead. The salesperson just insisted that the bike would definitely fit the rack while I literally showed them that it was impossible. Will blacklist REI and never shop from them again. In the long run it's better for me anyway. I can find better deals online these days. I used to like to go to the store so I did not mind the higher prices but the membership questions and my recent experience have turned me off.

In the old days, REI staff were pros and really knew their products but my latest experience was a big disappointment: They don't seem like they been trained properly, both for product knowledge and respectful customer service regarding not making the customer feel guilty about an online purchase return.

Just look above how 70 percent plus gave this place 1 or less stars. I agree I had a horrible shopping experience buying sneakers. First every pair I picked they did not have. Second sales guy was pestering me to buy the 30.00 membership in which he stressed I can spend that 30 bucks card WHENEVER I wanted. He failed to tell me it had expiration date and so did the nasty cashier man. So I got screwed out of my bonus card…The store I went to in the UTC mall Sarasota Florida is not. Pretty inviting store. It smells awful when you walk in and it’s very dark and gaudy looking.

I shop at REI and paid them three times the price of something that I can buy on Amazon is to know that I can get a one year return policy, and they’re not gonna be the honor their return policy anymore. I’ll just shop on Amazon and save money versus giving REI the money 3x more.

Questions regarding sunglass case and service person had a hard time registering how to help me find the brand-name case. Never offered to ask the manager for help. Seem very spacey. Person seemed to be in a hurry, and never gave any options to my questions.

While the company stocks quality products, their transactional capabilities are borderline fraudulent. Store pick-up items were delayed 20 min: at the counter I'm told my Amex card has canceled half my order. I had to call AmEx on the spot to discover that some bizarre intermediary that REI uses had refunded half of it! And now, in the store, they wanted it back. The clerk told me this happens all the time.