REIReviews of rei.com

Dont buy internationally, had to pay almost 100 euro in taxes, customer support also not responding

Very disappointed with the customer service. I purchased the REI Co-op Half Dome SL 2+ Tent on July 13 to be delivered in Canada (QC). When I looked frequently on the REI website, no tracking number was provided, saying it is an international shipment (US -> CA). Since my delivery was one week late already (Aug 8), I asked REI for a tracking number by email. They provided me with one and I saw that my order had been on hold in a nearby city from July 16 untill now (Aug 11) because (a) some paperwork was not send to DHL from REI, (b) import duties were not paid. I am aware those fees are at my expense but DHL never received my information from REI so they were not able to contact me to pay those fees, and REI never told me to pay them nor to contact DHL prior to my email asking for it (almost 1 month after it has been on hold). Now I am without a tent for my next trekking adventure, and I don't even know when to expect the shipment to be delivered... Moreover, despite my explanation, REI never mentioned any compensation for all this trouble.

Bad customers.. employees are quiting so quick and so much we won't have a store anymore. Customers leave clothes everywhere and bad behaviors are making us leave.

Rei has been getting from bad to years along the years I have been with them. Customer service seems to be staffed with people who hate the company and the customers. Many orders were cancelled for no reasons at all and items which arrived had a high proportion of damage and they refuse to accept take responsibility. Buy from them at your own peril

TLDR: REI.com has serious backend system issues which requires many conversations with support. Don't trust the online size chart. If you want to shop at REI, go in person. REI's online ordering experience is abysmal. I was making a gift purchase for my sister for her graduation which is apparently too complicated for REI.com. It started off bad when they wouldn't let my IP access the site anymore after I hit the back button on a browsing page. When I was able to get back on, we found out that the women's sizing chart doesn't even closely align with other sizing charts. My sister's dimensions were at the end of the online chart even though she's usually a 12 or 14. We decided that men's pants would have to do. After getting the single order in 3 separate packages on 3 different days, the men's pants didn't fit either. They were too big. She went through the return process for 2 pants. She sent them back in their original packages so 2 return orders. She only got confirmation for only one. That one she got the return value in an eGiftcard 2 weeks later without any other problems. Back to the day of the return. She immediately reached out to customer support for REI.com that she was missing a return confirmation, but instead of looking into that, they told her that her name didn't match the membership that was bought. You cannot order a membership for someone else on their website. I was actually able to get a refund for that (although this required another conversation with Live Chat as the eGiftcard never came to the email address) and was told a gift membership can be bought but it must be done in their stores. So I visited the store, bought 2 pairs of size 14 women's pants as they look to be the right size and a gift membership under my sister's name. I had no issues in the store and those working that day were very friendly. So last problem to solve was the return order for the pants. My sister followed up on the email with customer support stating everything should be in order but she still doesn't have return info on the pants. A week later, they respond and did issue a refund but no eGiftcard came through again. Another conversation with Live Chat and hopefully that gift card info comes tomorrow.

Ten days and counting since REI received my return item, still no refund. Unacceptable.

They sent me the wrong product for my online order (mind you it was a $1000+ paddle board, I don't know how you would mess it up). By the time the product arrived and I realized that its the wrong thing, the paddle board that I wanted was no longer in-stock. After 30 min on the phone with REI, the best they could do is to ask me to drive to the store to return the product. And since the board that I wanted no longer available, I'll be taking my $$$ and buying a board from some place else. I asked them if they can take care of the price difference on another paddle board that they do have in-stock since they screwed it up. But no they rather me spend my $$ somewhere else. I'll be very hesitant to purchase anything from REI in the future. They always seem to either delay packages or have other issues with online orders.

Great merchandise if you can visit the store directly. But god help you if you need it shipped. Ordered 2/5 for delivery before Valentines Day. 2/14 still nothing by 6pm. I call and they have no idea how to track it. I am told that I should wait another 48-72 hours past the due date to call back. Then three days later they overnight some of the items but some can’t because they contain batteries so those are shipped ground. And today - 47 days later - I receive the original order. Most companies would tell you to keep it. Nope. Gotta print a label, pack it up and drop off at the UPS store - not even UPS pickup. Throughout it all, no “thanks for hanging in there valued co-op member” discount coupon or anything. The customer service used to be better. Is this a pandemic thing? I don’t know - chewy just sent us the wrong thing and told us to use it or donate it to a shelter. Much better approach.