REIReviews of rei.com

Dont buy from these scammers, I ordered a bike and it was supposed to be available for pickup the next day, it said they have it in stock and everything, and today was when it was supposed to be picked up. Then they randomly sent an automated email about how "the item turned out to be out of stock" and they cancelled the order, without warning, not even a call. Then they gave a coupon that I am definitely not using because this store obviously doesn't care about their customers. And the rating speaks for itself too, its like 80% 1 star reviews. The last 5 star experience someone posted here was in January. That speaks for itself. The website said in stock and ready for pick up, and they cancelled it without warning. How hard is it to actually keep the website organized. Why did it even let me order it if they obviously dont have it in stock.

Bait and switch tactics. No longer stand behind their items. Terrible experience.

Item arrived quickly but I’m very disappointed in the packaging. I ordered 2 carabiners. They could have, and should have, been sent in a small, recyclable bubble envelope. But REI decided to go full Amazon and sent them in a box (12”x8”x6”) that was way oversized for the item. In this day and age this is unacceptable. Especially coming from a company claiming to respect the outdoors and environment.

I've been a member of REI for years. To make a long story short, they rolled out a new return policy without sending emails to members, until some have been banned. I never got an email, nor did I expect to, because I had heard it was happening to people who abused their policy by returning heavily used gear. Well, I didn't get the email but while in a REI store attempting to make a return on a new pair of shoes that caused me pain, I was told I was banned from returning. If I would have had prior knowledge of this, I would have never made that purchase! Shoes aren't exactly the easiest thing to fit and when they themselves tell you that you can return them if they don't fit right, but then abruptly ban you from doing so... that is sooo unjust. REI just sunk to a whole new low. So many other people are upset at this, and I know not everyone who got banned actually abused the policy. I'm sure many, many did, but not all, like me.

I bought a pair of pants in an REI store with cash. They didn't fit as well as I had hoped I decided to return them three days after the purchase via mail as the physical store is over an hour away. I contacted the company to issue a return mailing label and instructions. They sent me an email September 5 stating the item has been received and my refund was processed. I should expect to receive a check within 15 days. It never came so I called customer service inquiring about the status of the refund. They said they would reissue a second check and verified my mailing address. The check never came. So I called back. I was told they would reissue the refund and I should get it within 15 days. I never received the check so I called back. I also began corresponding via email with Customer Service about my dissatisfaction and suggested perhaps an E-voucher cre3dited to my account would be a more expedited way to ensure that I received my refund. I was told that they needed to research the problem first then they would get back to me about the refund and re-issue another check then. It has been 90 days and I still have not heard from REI about the status of my check and quite frankly I feel that they are trying to rip me off and hope that I forget about it or just give up on getting my money returned. It feels very dishonest and I urge others to use caution when doing business with this company. I have never had to wait 90 days for a refund or any kind of correspondence such as this. They assured me they would reissue the check and send in 10-15 business days. That date came and went, along with follow up emails. I called again. They explained they had to research the problem before they could issue an another check. They agreed that the previous checks hadn't been cashed. I explained that I didn't feel as though I should have to wait for their research in order to get the refund issued. They have never reached out to me about this. It has been over 3 months and I still have nothing. I have been a member for over 26 years and spent thousands of dollars through out the years. I won't be buying from this co-op/company/? again. Watch out when returning product via mail. You probably won't receive your refund without fight.

Don’t stand by their promise return. Called customer service for return issues got flagged and blocked for returns.

A month ago I would have given REI five stars and I've been a member for over 20 years and all my family members are members. But due to their seemingly random, unspecific and unjust return policy changes, they are now one-star company to me and my entire family.

I am a lifetime legacy customer — my parents were shopping REI in the 1960s — and previously recommended them to everyone. I recently received an email saying they would no longer accept returns from me following a series of returns I needed to make due to receiving faulty GPS watches. They treated me very poorly and with absolute contempt, claiming I “abused” their returns policy. Clearly, they never cared to investigate the nature of the returns. I never received a warning of any kind and my returns were valid, qualified by REI employees, recommended by the watch manufacturer, and entirely inline with REI’s return policy. Sadly, I will no longer shop at REI and hope I can spare others from the appalling treatment I received.