REIReviews of rei.com

abysmal customer service. i placed an order for numerous items. i received shipping notice and delivery of all items, with the exception of one in a timely manner. i went on to their site to look up my order # and it said that item was backordered despite my not ever being notified and it said in stock when i placed the order with an estimated delivery date. this was not only frustrating, but confusing because i had changed my mind and decided to order 2 more of this item days after the first order. i immediately had those 2 items shipped and delivered promptly. i contacted customer service support via email and had the most infuriating experience of getting generic responses when it was clear they did not even read my detailed inquiry, they made no effort to even address the issue and just tried to say i was having shipping issues. i emailed numerous times and was fed a ridiculous response that i must have fortuitously placed that order for the additional 2 at the exact time someone had returned those items and that is why they were shipped to me and they were indeed backordered. i then immediately went onto their online store and it said those items were in stock. i ordered 2 more to see what would happen and that very day they shipped. i escalated things to a supervisor for customer service and still the same ridiculous answers and party lines. honestly, every customer service person who i exchanged emails with in regard to this issue should be fired, such laziness. i used to love rei and have been a long time member, but no longer. i will take my business elsewhere.

I recently had a motorcycle accident while wearing an REI backpack. I was using the backpack to transport some tools I use in plumbing, which I was on my way to do such job. I had a motorcycle accident which broke ribs four through seven collapsed my right lung and had road rash I hit on my side which flipped me to my back packs there's not a mark on it. REI you have some indestructible products I would recommend REI, and their Superior products. Thank you so much for the pain and suffering that's your backpack saved me. Robert I PS I have pictures of the backpack I just can't figure out how to get them on this review

Cards from other countries can't be used to make purchases on the website, even though the payment section has the option to select almost every country in the world from the dropdown box. My order got cancelled twice, but the email that comes through doesn't say why, so I had to call customer service. I spent more than an hour (over two separate calls) to resolve the issue, only to find out their backend doesn't accept cards from other countries (even though their frontend site does). They suggested I purchase a gift card from Target so I could buy the items (worth a total of $40, including delivery fee). I suggested they send them to me for free, considering the 2+ hours of time that had been wasted on this issue unnecessarily. After being on hold for 10+ minutes, I was told we'd have to find another way to make the payment; otherwise, they couldn't send the items out. What terrible customer service, short-sighted decision-making from management, and inept systems. Based on the high number of poor reviews for this company, I predict they will go out of business during the upcoming AI boom period. I certainly won't be buying anything from them.

Ordered a pair of hiking shoes on September 2nd for a trip departing on September 22nd. Never received the shoes and when I finally checked there was a “back ordered” banner across my order page, but no email or any correspondence letting me know this information! I called REI to cancel the order as they couldn’t tell me when they’d be coming. They refused to cancel the order stating that the shoes were already in route. Here it is September 19th and still no sign of the 155.00 shoes ordered on September 2nd. At this point o am going to have to call my bank and get them involved in this situation since REI can’t do the easy and right thing. More wasted time and money!!! Save yourself the headache-DO MOT PURCHASE HERE!

checkout was fast and i got tracking updates the whole way. smooth from start to finish

They sell stuff on their website during their big season sales (Memorial and Labor Day) that they know they do not have available. If available in your local rei, then that’s great. But my website purchases were complete bait and switch. I purchased 2 sleeping bags and 2 sleeping pads. Sleeping pads arrived as expected and on time. Pads were exped mega mats. Bags were rei siesta. the two rei sleeping bags still don’t even have an expected time for them to be manufactured!, let alone shipped. This should be illegal. When I purchased the two sleeping bags there was no mention that they had not been manufactured. Xl tall siesta sleeping bags x 2 Sad to see rei behaving like this. I excepted better.

Long hold, then wrong order from them, had to call back, cancel, done.

Hello REI, I was very disappointed with my treatment talking to your customer rep today. I ordered DJI osmo 6 combo online and received an empty box with packing paper and a receipt. The customer rep didn't provide any solution by just telling me that product was out of stock. The empty box was caused by human error. If the product was out of the stock, why REI didn't inform me, rather sending me an empty box? REI is so unresponsible and unprofessional on this one!