REIReviews of rei.com

Very hostile customer service and not military friendly.

I have been buying from REI for more than 60 years. My membership number is 5 digits. The store used to focus on quality outdoor gear that was otherwise not available in the US or limited supply. Employees were very knowledgeable of products and extremely helpful. Today many of the products are substandard, the employees are poorly trained, they are keenly focused on social issues which are completely unrelated to quality outdoor gear! Thank goodness the internet provides many options now to procure high quality gear without the REI drama!

They lost my business after I ordered a bicycle online, they sent wrong size and since it's oversized they wouldn't send me a prepaid ship label to ship it back to exchange it for right size... they told me I had to bring it to a store. Almost 240 miles away... I ordered many things from them in 2012-2016 without issues but now it's a joke. I did return the assembled bike like they recommended. I now canceled my co-op with them (another hassle to cancel)

Zero!!! Terrible liberal service!!

I would not recommend buying a boat through REI. If you do, make sure you make them unpack it completely in the store (removing the protective net and all). Know that when you sign that you accept responsibility while paddling, you are signing that if there is any damage once you leave the store, you are responsible. If you don't make them unpack at the store, I would recommend you unpack right away and take pictures while unpacking and then take the kayak back to them so they can inspect it. They insist that the box was not damaged and so it was not possible. Well, I know what I saw when I unpacked it. This is not my first kayak and I know it was not damaged during transportation to my house. So, it had to be damaged between unpacking it from the box to the delivery to my car. No acceptance. Ultimately, I can live with a scratch on top of the kayak and I bought the replacement of the cover for the hatch through Eddyline directly. I bought a $3,300 kayak and I don't want to have to have stress for a $100 replacement part. If they would have had some recognition that something must have happened at the store, even if they cannot do anything about it at this time, I would have been OK. But no, no recognition or apology at all. Just the opposite. The manager was a little bit better but still no apology at all this happened. I hope they review their procedures for future and ensure the product is OK when delivered to the car. I have worked a lot with other departments at REI and I extensively recommend them. I will stay away from boats in future.

What a terrible service. Ordered a JetBoil Micromo (A274352998). Even paying the order was a special quest with NUMBER of chats with agents. Eventually, the order was paid, and shipment was scheduled to 06/20/23. What am I seeing? Money is back to my card, order is in "backordered" state... Wait, what? I have literally a number of contacts with their agents, saying everything is fine, order will be shipped, wait for a schedule. What a joke...

Terrible place to work and shop. Great place to get outdoor gear...but honestly go to a local shop/rock gym/any other outdoor gear place instead to support them. Not a company that plays favorites and straight up lies to their employees.

If you miss the deadline of taking a discount by less than 24 hours, they will NOT honor the discount. Poor customer service in my opinion. Manager (Renee) was asked if they could do anything to help us out, and all we got was “sorry”.