REIReviews of rei.com

I was very disappointed with my treatment at your Timonium bicycle department today. In the past (many) visits, I have received courteous, prompt fairly priced service from the crew. Today was an exception. When I picked up my Novara Hickory rear wheel I was told it would be $64. My service request was to adjust the axle bearings that had slight play. When I was told this price, I asked that the REI work code be reviewed since what I asked for was clearly not what got coded. In looking at the receipt I see code “900000355 Hub brrg repl-rr”. The technician would not make any review so I asked to speak to a manager. I repeated my request for review of the code. Surely there is a code for simple bearing adjustment as opposed to replacement. She refused to look at the codes – might not have been a department where she has expertise. She held the book, but didn’t look at any codes and pointed out that when I signed the monitor, I was accepting the “estimate” for work. Since I have had a consistent run of satisfactory work/pricing at REI, I did not review the pricing before signing the screen. She repeated, asking me several time “did you sign?” - putting aside my request for review of the code – and any possible correction. Of course she reminded me that if I didn’t pay, REI would keep my wheel. I really needed to hear that. My reasonable request was set aside. I paid and promised her to take my future business elsewhere. That is where things stand. I was not treated with either courtesy, or a businesslike response to my request to review the code – tough luck for you Mr. Customer. I’ll guess any reasonable retail service manager would know better than to ask a customer the same question several times – as though, you signed – you own any problem. I took this as a mockery. To the extent this treatment is REI policy, then yours is not a business I can support.

I have been a member for over 25 years but REI’s customer service has really gone downhill. Last year I purchased a tent (NEMO) for $465 and the front zipper broke after light use. NEMO offers a limited lifetime warranty but after three weeks has not responded to my warranty claim or follow up inquiry. I sent a message to REI’s customer service about the issue and all I was offered was a 20% discount towards the purchase of a new tent. They were also going to charge me extra for expedited shipping as I have an upcoming trip and I need a tent. There was no offer to get involved with a warranty issue for a product I purchased from REI. They obviously will not stand behind the products they sell. I previously would purchase most of my outdoor related items from REI because I felt good about the company and wanted them to continue operations. No more – I will likely continue to purchase some items when necessary but ONLY if their price is the lowest compared to other vendors.

If I could give zero stars, I would. I placed an order on REI.com using my fully verified PayPal account with verified billing and shipping addresses. Shortly after, I received a confirmation email stating they were preparing my order for shipment. Perfect, right? Wrong. Three full days later, I received a automated email stating my order was canceled. No explanation. No context. Zero accountability. When I tried to reply to the cancellation email to ask why my order was killed, it bounced back immediately—because apparently, REI is too big and important to handle incoming email support. Their bounce-back message instructed me to call their customer service line instead. I am not spending my precious time sitting on hold to solve a mystery created by their own incompetent inventory and billing systems. Wasting three days of a customer's time without so much as a basic courtesy explanation is complete amateur hour. This isn't the "customer-first" cooperative they pretend to be in their marketing—it’s an unreliable, scammy operation that ties up your funds and leaves you in the dark. Do yourself a favor and take your business elsewhere.

I've been going to REI for years in a lot of states because I used to do a lot of mobile work. I've had multiple accounts because my number changed and they never really went so soon. It's no big deal. I spent thousands and thousands and thousands of dollars but I've bought some little pillow that is for your neck and it's one of those pillows when you push a cap and releases the air intake and you can blow a little air into it. I would say the sixth or seventh time maybe that I used it as soon as I blew the air into it. It seems ripped open, and that wasn't even blowing hard because you don't have to fill up quickly and easily. I've had multiple pillows like this and usually given them away and I have a couple of storage, but I called to see if I could swap this one out for the same one because it has their logo on it and I think they have a warranty to get something like that, but I was only offered a 20% if I wanted to buy the same effective type of pillow so I'll never be going to REI again ever because of this and for the record I probably been going there for at least 15 years. Goodbye REI learn how to take care of your customers better it doesn't cost much but it makes you more and word-of-mouth is important.

Inefficient, unreliable and overpriced

Worst shopping experience ever. Highly pressured to become member by every employee I encountered while shopping for some shorts. Found some I really liked. Decided to buy 3 at a very steep price, almost 300 for three pairs only to be bullied by steve at the register. He asked if I was a member and I kindly replied no and not really interested in becoming one for I only shop there very rarely. This man laughed in my face. Continued to keep pushing the membership on me. I again kindly declined and told him I don’t shop here enough to benefit from paying for a membership. He continued to be very disrespectful. I told him he was making me never want to shop here again and his response was “good” I literally just paid almost 300 for three shorts and was bullied and was told good that the pressure sales I received made me not want to ever go there again. Didn’t even receive a bag for the items I purchased. This is highly inappropriate and unacceptable. I understand that the employees have to push the membership but I should not be bullied and mocked. I kindly said I was not interested. I know I will just receive the same generic response that all unhappy customers receive. Thanks to Steve I will never shop at this store again. I might go in there to find what I like but I will find it online from a different source afterwards and purchase it from them. This is not the first time I was made to feel this way at this location but it will be the last. I refuse to be bullied trying to purchase high end products. It should absolutely be the opposite. I have never walked out of a store shaking mad in all my 48years. If you would actually like to contact me

I went in to REI on 7/5/26. It was my first time ever being in REI, I needed to shop before my first camping experience. I am hiking the inca trail 4 days / 3 nights. I had ordered some items for pick up, but was looking forward to support from staff and guidance on what I ordered, vs options in store etc. Seeing that they have more knowledge than me. However, it was arguably the worst experience ever. I felt like crying. I went to order pick up, I am flustered and Isabella at order pick up on Sunday afternoon on 7/5/26 was making eyes to the tall man next to me, her coworker laughing while I spoke, and extrmeely dissmissive, in the kind of way someone would "when this customer is asking stupid questions". There was no line. I had my email up, I was trying to figure out what she needed and she was extremely rude, dismissive, and unhelpful. I asked her where I could look for another item since my order was not ready. She said go "over there and if someone in a green vest is available they can help you". What kind of unhelpful response is that. I asked what to do if I want to cancel my order still in progress , she looked at me made a little smirk to her coworker friend again and looked at her computer and responded "dont pick it up". Thank you so much Isabella. I left more flustered, looking for someone else available, asked someone "over there, with a green vest on" , do I really need hiking pants like what would be a good plan what were her thoughts, and her single response was "I mean depends on the weather and comfort" Okay.. thank you, I asked what would she recommend, "its up to you", I asked where can I find them, she said "over there we are limited" didn't point but glared at a table "over there" with hiking pants. This store is too expensive for the staff on the floor to be rude, dismissive, make customers feel dumb, and be unhelpful. The staff at the cash register are lovely, but the people here to help you shop, and answer in store questions that customers depend on for their shopping experience that is supposed to be educational and exciting for adventures, yeah they were horrible.

REI shouldn’t be in business. No womder they have bad reviews. They have good equipment and high prices but the reward system is stupid and it doesn’t work for the customer. They re smart enough to think the process .the longer period u give that customer the cupon the more chances u have for those people to be back in the store and purchase more .and when u earn that cupon after purchasing hundreds of $$ worth of merchandise ,it s not fair for that cupon to expire in 2-3 weeks. it looks like you just take back the reward I ve earned spending money in your store. Do you think I m going back now to buy anything? Not a chance . Screw you REI . I m going to buy stuff on line from Amazon . Better prices and I get to keep the rewards and spend em anytime I want.