3.9/5 (222 reviews)

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Overall Rating3.9 out of 5
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REI Reviews

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Page 1 Reviews 0 - 10
Verified Reviewer
Original review: May 24, 2023

Where were the clothes for regular mountain campers? There is a pride dept, a line called Outdoor Afro and lots of impressive designer clothes. Everything is so over designed and bright, it would scare the wild critters. It's as if they forgot to bring any of the plain sturdy outdoor stuff. I was shopping for functional straight outdoors-man ladies clothes. I didn't find any. Thinking they've joined Clown world with Dylan over at Bud. REI, have a look-see at Budweiser's sales/stock and look what Target is doing right now. I've always shopped REI first for my gear but this is too weird. Wake up.

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Verified Reviewer Verified Buyer
Original review: 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.

5 people found this review helpful

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    Verified Reviewer
    Original review: 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.

    2 people found this review helpful
    Verified Reviewer
    Original review: 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 **

    2 people found this review helpful
    Verified Reviewer Verified Buyer
    Original review: 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.

    2 people found this review helpful
    Verified Reviewer
    Original review: Jan. 31, 2023

    An OUTSTANDING experience this Jan 10th at REI in East Hanover. When dealing with ski boots for my daughter both Amanda (and I believe James the manager) delivered truly EXCEPTIONAL experience that enabled us to get to a product that fit appropriately. It's really great to see (in this day and age) that REI is head and shoulders above most in the marketplace...keeps us coming back!

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    Verified Reviewer
    Original review: Jan. 30, 2023

    My nephew has not received his e-gift card that was “sent” on Christmas. We’ve tried 2 emails, but he still doesn’t have it. Now trying to get back the $60 REI owes me. Will be filing a complaint soon.

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    Verified Reviewer
    Original review: Jan. 22, 2023

    Too bad I no longer shop there. I’ve purchased maybe 8 things from them and was never truly satisfied with their sales staff, everyone seemed to be distracted and fairly disinterested in taking more than 40” with questions it took me 5 days of going to the store to ask the same questions on the tires for a bike finally the repair shop which REI does not own answered my questions.

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    Verified Reviewer Verified Buyer
    Original review: Oct. 8, 2022

    The box for the new shoes shipped to store is destroyed. Huge holes in it! This is a gift and it looks terrible. They threw it around in truck. Awful looking gift wrapped with several knife holes. Expensive shoes too! Not very happy. BE CAREFUL WITH PAID MERCHANDISE.

    3 people found this review helpful
    Verified Reviewer
    Original review: Aug. 11, 2022

    Very disappointed with the customer service. I purchased the REI Co-op Half Dome SL 2+ Tent on July 13 to be delivered in Canada (QC). When I looked frequently on the REI website, no tracking number was provided, saying it is an international shipment (US -> CA). Since my delivery was one week late already (Aug 8), I asked REI for a tracking number by email.

    They provided me with one and I saw that my order had been on hold in a nearby city from July 16 until now (Aug 11) because (a) some paperwork was not send to DHL from REI, (b) import duties were not paid. I am aware those fees are at my expense but DHL never received my information from REI so they were not able to contact me to pay those fees, and REI never told me to pay them nor to contact DHL prior to my email asking for it (almost 1 month after it has been on hold). Now I am without a tent for my next trekking adventure, and I don't even know when to expect the shipment to be delivered... Moreover, despite my explanation, REI never mentioned any compensation for all this trouble.

    6 people found this review helpful
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