REI Reviews

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.

I bought a pair of walking shoes last May from REI and wanted to return them because they are a little too big and their prices had dropped by $90.00. The manager refused to return them and said the price drop isn’t a good reason for returning the shoes. She was very rude and unprofessional. Don’t believe REI’s one year return policy and customer satisfaction. They will come up with any excuses to not return your product.

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.

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!

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.

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.

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.

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.

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).

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.

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.

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.

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!

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.

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.

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.

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.

I placed an online order for pickup, and it's been a nightmare with their payment processing system. I ordered two items that would take 2 weeks to ship into store. I paid with a VISA giftcard. It was all good until I received an email a week later letting me know that there was an issue with the payment. It turns out that REI will authorize and reauthorize the payment every week until the order is picked up to ensure sufficient funds. However, this process sucks since the re-release of the original pre-authorization takes 7-10 days for the funds to come back into the gift card. So effectively, there's always a massive delay between when the pre-authorization comes back to the gift card and the upcoming re-authorization, causing the funds to be drained from the gift card.

Never ever do business with them! Incredibly rude and unreasonable customer service! I bought some items from them a while ago and there were some issues like damaged, soiled and wrong versions. I sent them photo proof but they denied problems. I called them but they didn't want to help. They didn't reply to my messages. When I chatted with them, they disconnected me before the problem was solved! Their 100% satisfaction guarantee is a false advertisement. They eliminate these who they didn't want to do business with and the rest became 100% satisfied. They are thieves as well, as they revoked my membership card which has 10% rebate associated with all my orders.

Have been buying from REI for years but since last year I notice they always cancel orders without reasons and when asked they will say due to some logistics or management excuses. And the items are also arriving damaged and they refuse to take responsibility. Such a company is doomed to close soon.

Ordered a Pungo 120 online and shipped to a local store for pick up. REI put a pending charge on my bank account for the amount at that time. Then it came in a week later. I was on the other side of the country and had to wait. They put another pending charge on my account. Then the following week I picked up the kayak. Happy with the product, but they Then charged my account without removing the 2 pending charges. My bank has sent 2 faxes to get them to release the 2 pending charges of $2600.00. It is now a month later and no release of those 2 pending charges. We cannot access this money without a release on both charges. The kayak (Wilderness kayaks) company referred me to this store to purchase this kayak. This was the first time and will be the last time I buy ANYTHING from Rei. The staff was friendly but we continue to get the run around with the accounting department.

Soles came off both sandals within two years. REI‘s policy for returning is only one year. Keen's warranty is only one year also. Sandals cost over $120. When you pay that much for a pair of sandals and you go on trips around the world you need a reliable product.