REIReviews of rei.com

I ordered an item online, but I had also recently moved. So I changed my address in the system. When the item shipped, it went to the old address. This could have been REI’s error, or it could have been mine for not making sure the address was correctly updated before hitting the “ship” button. When I called REI I was connected to an actual agent very quickly. The agent was very understanding and nice and approved a new item to be shipped to me no charge as a courtesy since it was challenging to know who was really at fault. In the modern world of automated service and dwindling customer service, the service,loyalty, and quality model at REI is refreshing. If you want low price with low quality and automated service with little understanding when “stuff happens” then shop somewhere else. If you want a brand that backs up their products and service model the go to REI.....the sometimes higher price is worth the headache saved and quality guarantee. Plus the people in the stores actually use the stuff and are passionate about outdoor lifestyles.

I recently had to buy new hiking boots. The customer service was really good. I have difficult feet to fit (small wide feet with high arches) and while I almost gave up, the staff persisted until they found a pair that worked. I tried on a ton of boots, ordered some online (they knew the manufacturer carried wide in my size while they didn't.) I had to return because they were still too narrow. After a 2 week search, an REI staff member found me the pair that finally worked. (Need a wide toe box try Keen Targhee Mid, they finally did the trick-although I hope not too wide at the ankle too- but by far the closest fit to what I needed). Plus REI is a co-op and I joined. I get a percentage of what I spend, plus they gave me a coupon for the price of the membership. All in all a great experience!

REI is a great experience. Maybe not the lowest price but my annual dividend keeps me coming back...they have the highest quality of gear and experienced customer service department.

The nicest most helpful people in the stores - great product knowledge. Phone customer service also VERY helpful. They train their staff right!

The location near wood field mall in IL has very knowledgeable and professional employees. They really helped my husband and I with choosing the right gear that was specific to our needs. I recommend this location with high regard!

Great customer support! I had ordered a pair of sandals through a store, and later that day found that the order was cancelled. O called customer service right away to see what the issue was, and she was quickly able to resolve the issue, as well as offer me free shipping to my home. :)

Super convenient order online pickup in store. Store was super crowded but an associate quickly got my order and I was on my way outside which is way better than inside.

Love the local REI store in Madison. Buy online and pick up in store. Couldn't be easier.