REIReviews of rei.com

worst online shopping experience. order canceled for no reason.

Bought a bike in June. Broke down in July. July 24 to be exact. Brought hike in. No replacement. Unless I wanted to upgrade. Part for sensor won’t be available until October. Called today 11/2 still no part. Oh. But it’s on its way. Utterly disappointed. REI. do better!

My actual email exchanges, redacted, with REI. Read from the bottom of the email to the top. I finally just threw the shoes away even though they were virtually new but heels kept coming off after only about a half dozen times wearing repairing them. From: xxxxxxxx To: REI Sun, Jul 23 at 11:00 AM Before I drive 100 miles to the nearest REI STORE in Tampa I purchased some gorilla glue to repair the heel. I’ll see if that holds up in $55 shoes that I bought from you that I had to repair the first time worn! REI was founded in the 1930s while Amazon was founded in the 1990s. Maybe your management should take a few good customer service pointers from the new kid on the block!!!!!!’ I won’t be back!!!!!! Sent from the all new AOL app for iOS On Monday, July 17, 2023, 6:01 PM, REI > wrote: Hi xxxxxx, Thank you for reaching out. You can do the return at the store as long as you know the order number and the information associated with your account. The order number is xxxxxxxxx. Please let us know if there is anything else we can answer for you. Tania U. REI Customer Service Find more answers on our Help Center. How are we doing? ​​​​​​Give us feedback on your experience today. On Friday, July 14, 2023, 11:55 AM xxxxxxx wrote: Customer email address: Email Primary topic: Other Order Number: Customer issue: I purchased several items with a gift card between 6/18 - 24. The shoes i purchased, the first time worn, the heel came off. My problem is that I have already thrown away the receipts and the gift card information My name is xxxxxxxx and the mailing address is xxxxxxxxxx. Even if I can't get a return or replacement you need to know that the shoes, for which I paid, around $55 for are aparently very poor quality. If needed I can provide picture of the shoes and the detached heel.

So slow to ship they use Fedex and USPS which are both horribly slow. Ive been a long time member and lately prefer ordering straight from the manufacturer. I find their selection of non REI brand is lacking. They don’t carry the good stuff. Especially hiking boots. I prefer Moose Jaw which has a better perks program and runs promotions more often.

Same issues as other customers, joined/ ordered fall of 2023. Checked out, paid, and waited for items to arrive for a trip. After getting partial order I checked my email, half of items cancelled on their end. When to use my 30$ membership coupon, didn’t have enough $ in my cart, added items now I don’t have a qualified item. Stopped for the night tying to figure out how to use it, tried next day coupon is expired. Went back to my email regarding my coupon, apparently it’s a disappearing email, nothing there. Contacted customer service they said yeah it expired. 30$ wasted, guess I’ll have to wait for the “ GOING OUT OF BUSINESS ” sale it can’t be far off.

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. 24 hrs later I still didn't have notification that the shoes were available for pick up (they HAD THEM IN THE STORE). Compare this to Target -- I placed an online order for an in stock item, and got an email 15 minutes later telling me my item was ready for pick up. REI online ordering and instore pick up is a joke. And you can't call anyone to talk to them about it and you can't cancel your order on online. You have to "speak" to a chat bot. What an archaic system -- I expect with the current increase in online ordering REI will likely not survive -- their customer service stinks -- something they used to be known for.

The WORST company ever! I have ordered shoes, waited 2 weeks and then recieved email that order is cancelled because no shoes in stock. I cannot believe how bad the inventory and operations management of this company... will never deal with them again!!

I had an REI Coop Half Dome tent fly that became sticky. It was beyond the year so could not just return. This tent and 7 other tents of various ages taken on a service trip were fine camping night 1. When camping night 2 one week later this tent fly was already sticky. No other tents had this issue. I have been camping since the 1980's and I know how to take care of a tent so it isn't that. REI customer service would not replace the tent and did not have the right sized rain fly. But did offer to sell my another of the same tent to replace it at 20 percent off. I was very disappointed and this is after being passed around to 5 different people. I did purchase the new tent with the measly discount. Interestingly the tent was already on sale for 30 percent off and they kept saying we are giving you a tent for 50 percent off....but initially admitted really all they added was 20 percent. I did not want to waste the other tent with sticky fly and they suggested I clean the fly with some of their products which I then purchased from REI and tried and followed with rubbing alcohol but it is still sticky and the coating has broken down obviously. I ended up spending $199.00 at REI. So I asked if they could please send me the replacement fly (which is not the right size for the tent but would see if we could make it work) which they had originally offered to do. But now they said "No, we already sold you another tent." So they got a sale and a disappointed member. And thanks for not helping the environment REI. If I want to do the right thing I have to figure out if that replacement fly works and spend more money on an REI fly that went bad the first time. So I would not suggest purchasing the REI brand. It was clearly of lower quality than the other tents we brought on the trip which were of various ages and all held up just fine. Also, their customer service was inflexible and condescending. Their voices were pleasant enough but the attitude was less than helpful. As I pointed out these items are for our service group, a not for profit group. Could they consider it a donation? No, they said. Other organizations have provided donations but not REI. I really had hoped they would do the right thing and I would not be writing this. No longer singing their praises.