REIReviews of rei.com

I’m going to add my story to other long time members who felt the customer service, and indeed the whole co-op is going downhill fast. I’ve had multiple orders not fulfilled, only got the cancellation days later claiming “inventory issue”. Finally, one of the employee (verified by his manager later) confirmed REI doesn’t have a real time order-inventory match. So if there’s 5 items showing, 6 orders may have already existed. And 1 unlucky customer will wait days before being informed there’s no inventory! In this day and age of internet commerce, not having a real time order-inventory match is sooo last century. I’m afraid this is another sign REI is probably on the way down like other long time outdoor stores such as EMS. Their price is on the expensive side. They have reduced their guarantee time frame. With this new understanding of their shaky order fulfillment ability, I would put them on the bottom of the list when choosing whom to order from.

I tried shopping there for a Ski Jacket in NYC. I tried to enter through the lafayette side and I was immediately reprimanded and told to go around the block. This occurred about 2 weeks ago when we were experiencing the frigid temperatures. I complied and went through the front entrance afterwards- I get inside an you have a customer service rep on the floor. She saw me looking at the jackets and didn't even bother to inquire what I was looking for, or if i needed assistance. I finally waved her down and asked for help. She told me whatever is out there is all they have, and walked away. There was absolutely noone on the floor that she was helping. Not sure why I was treated that way-I felt discriminated and humiliated. They are so adamant about reprimanding about me coming into an empty store through the exit buy could care less about selling a ski jacket!! I went too Burton afterwards and had a MUCH better experience- The gentleman there, Peter helped me select a jacket then he realized that he did not have it in stock so he went out of his way to look for it in another store and have it overnighted to me. That's what I consider customer service and actually caring about your job and customers...

Awful costumer service. Shop anywhere else for your sporting good needs! You’ll thank me.

Ordered a pair of snowboarding pants for a trip we were going to take on 2/15. Order was placed on 2/10 and I paid extra for next day shipping. My item was showing on the UPS tracking as in my city as of Thursday 2/11. Didn't actually receive it until 2/15. On Friday 2/12 I called REI and UPS, both said there was nothing they could and there would be no weekend deliveries. They blamed the weather, a minimal amount of freezing rain on Thursday/Friday for the delay and said it was not their fault. However Monday got several inches of snow throughout the day and shut down businesses and roads all over and they had no problem delivering then. I had to buy separate winter items for the trip locally that didn't fit and didn't meet my needs but were the only options available. No desire to order online from REI again and UPS will be my last choice for delivery. Amazon does a better job getting items out than they do.

The Tualatin, Oregon store is one of the worst! The staff, all the way up to regional managemen, are unprofessional and rude. I would not recommend this company to anyone. You can find better product and prices at their local competitors. Plus, far better treatment. If you want to be judged and disregarded than by all means keep shopping at this location.

I've been an REI member since 1992. In the last few years I've observed a steady deterioration of the once-outstanding outstanding customer service I had come to expect. Sadly, the company appears to have chosen sheer arrogance as a substitute for taking care of their customers. I've had enough. No mas!

Buyers beware! Sent me the wrong, damaged or soiled items more than a couple of times. I tried to contacted them, and encountered some very rude and useless customer service representatives who didn't solve the problems.

If I could give this store zero stars I would. I have trouble breathing and so I put my mask down under my nose to catch my breath and this over zealous employee asked me to put my mask over my nose. I told him I was trying to catch my breath and he persisted on the notion of putting my mask over my nose. I did but a few minutes later I needed to catch my breath again so I pulled it down again and another employee stood there and harassed me to put it over my nose. I walked out after this. This was completely unacceptable. I can’t believe that this company’s culture is to harass their customers like this. I will never shop at this store again and I will do everything in my power to dissuade others from shopping here too. This was completely ridiculous and I can’t believe that others have accepted this as an acceptable business practice.