REIReviews of rei.com

This company is no longer concerned about customer service or quality items. While I'm sure their DEI is great, nothing else is. Representatives in the bike shop were unknowledgeable. Backpack area reps have the IQ of a house plant. I'm done with this organization.

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!!

Love my REI water bottle

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.

I was so disappointed with my experience with our local REI. Their Labor Day 2023 was recently announced, up to 40% off! Well, I love shopping at REI so we head over there hoping to find any deals. I have received the email so I’m looking on the app to get a sense of what’s on sale before going to the store. We are interested in getting duffel bags to augment our luggage and I see that North Face and Patagonia bags seem to be on sale. What we found in the store were only a few signs here and there that indicated a sale. When I couldn’t see the sale prices in the store I had seen online, I assumed that there was poor signage in the store. But no, when we checked out, despite our best attempts to evaluate and select products that were on sale, we received no discount on any item except for 1 (I chose a windbreaker that had been returned and was reduced in price). Disturbingly, we found out that even when we selected an item off rack that had a “sale” sign on it, the item was only truly on sale if it had an item code that began with “0.7”. We found out later that the reduced price on North Face bags only applied to one version of it which of course were out of stock. We also found out that the sale did only apply to either the Outlet store or the online site. So you have to ask why the store has sale signs everywhere advertising lots of items that were not on sale. It feels quite disingenuous. REI is quite expensive anyway. We have decided that we will shop with the source brands directly.

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)