REIReviews of rei.com

Their customer service and return policy are trash. Got items with damaged packages and stains and missing parts masquerading as "new", so I emailed them multiple times, which never got helpful replies. I also called them, but they were too impatient and too rude to care about a satisfactory solution, after grabbing my money. "100% satisfaction" is really what is left after neglecting the dissatisfied, which is a blatant lie. Will never ever do business with them. Company like this one should not exist at all to make the world better. Already heard they sold their new HQ. Great news!

My husband and I went to the REI in Las Vegas, on Rampart. What an awful experience. We were looking for christmas gifts. The square footage of this store is enormous. There might have been 2 other customers in the building, 100’s of feet away from us. My husband and I were in the back corner alone discussing our purchases very close to each other. An employee came up and asked us to pull our masks higher on our faces. We did. She said they needed to be higher. She rudely interrupted our private conversation. Then preceded to stand there and watch us like she works for the government. We walked away because it was so uncomfortable. She proceeded to follow us and then lecture us about how REI had employees die because of covid and people like us. We told her we would like our privacy and she went to get the manager to yell at us about masks. Needless to say she ruined a good night and we left without our purchases. We will never purchase an item there.

I ordered a pair of snowshoes and a set of poles online. My product was sent via OnTrac from their distribution center in Summner, Wa to my location about 35 mins away. REI told me my order was due to arrive on Dec 1st. The snowshoes arrived on the 6th. I got a text alert from OnTrac stating my poles were delivered on the 8th at 5pm. I was home and went to the door and there was no package or truck/car? I looked around and in the mailbox. OnTrac has one phone number and there is no option to speak with a human. I called REI and now I have to wait 48 hours to see if it magically appears before I can get a replacement sent to the store. This is such BS. Not ordering anything from REI again.

I’m deaf. Walked in with my mask under my nose because I was wearing my kids and it didn’t quite fit right. Apparently I had been told 3 times to adjust my mask and I tried to explain myself but no one understood sign language. They forced me to go. I just wanted to get Christmas gifts for my kids. Anywho just dissapointed.

Way over priced! Why waste your money here when you can get good quality clothing that you need at Cabela, Sportsman or the other outdoor store which this site finds offensive....D **ks for half the price. So tired of REI pretending like they are 'top notch' in the outdoor clothing department... NOT! Just the most expensive!

Ordered an e-gift card for my husband’s birthday. He never received it so I called them to find out why and it turns out they sent it to the wrong email. They said they would fix it and resend it. He still never received it and when I called them again the guy in the phone right away had a bad attitude and said, “Well it shows it was sent on our end.” And I explained but he didn’t receive it. It’s not in his inbox, junk or deleted folder. Can you resend it? Customer service said no and kept repeating on their end it shows it was sent. I said what other solution do we have to resolve this? The customer service rep said we would need to call our email provider to find out why we never received it! I finally asked to speak to a supervisor and the guy finally returned to say they could resend the email to my email address. Why did that need to take 20 minutes and for it to escalate to me requesting a supervisor, in order for a “customer service” rep to finally offer a solution?!? This is the last time I’ll ever buy an e gift card through them.

Awful customer service. Decided to ruin my sister's birthday present and called her about the order I purchased for her and stating it was fraud. They were super rude on the phone and it has made me decide never to shop with them again. Went ahead and bought the same thing with a competitor and had them cancel this order due to their terrible customer service.

Management is young and unprofessional. REI needs to invest their money in Professionals with Maturity. So sad this happens. Look internally at your TOMBALL store.