REIReviews of rei.com

I have had an REI credit card for YEARS. I spend 10K every year, at least. I have the card because I get 1 percent back as cash at end of year. Well they switched the card from BankOne to CaptialOne and the purchases I made under my OLD card under that 1% premise they are NOT honoring !! I am forced to spend it at REI. That would be fine if it was a going forward situation . . . . but this is a credit that I EARNED under the OLD card ! I am CANCELING my card and will get a CapitalOne card directly NOT through REI.

I went to Baybrook location in Webster TX to get things needed for upcoming month long hike. I thought that REI stood by products sold that were defective; never worn regardless if over 1 year. CSR told me the Marmot jacket could be purchased for around $10. That is ridiculous! A rain jacket that has pit zips, zip pockets, hood, etc. I gave up! I was trying to find a backpack and had to search and reach to try and find an appropriate backpack. No help at all. Gave up after reaching for backpacks on hooks and not able to determine size, etc. Went to hiking shoes. The lady had several customers and was finally able to get 2 different shoes to try. I asked what 0 drop was told to just try them on and see. She disappeared never to be seen again. I left the store and went next door to the sporting goods store that google thinks is inappropriate that starts with D. Great customer service and very helpful with hiking shoes. REI was great at one time. Will not return! Not sure if this is because it is an outlet but the customer service

Not a great showing for REI today. Very little offered in the way of solutions for the discrepancies with what should have been a purchase for in-store pickup. They can't process refunds on online orders until the item physically arrives? This doesn't make any sense to me. You have the order information, details for the product in question and you have all of my information. So, now I wait 12 days until the item I no longer want arrives. Upon arrival, I then have to call and tell them to process the refund. Absolutely ridiculous. Secondly, read the fine print on what you order online. The picture on their website AND in the confirmation email doesn't matter. If the item description reads "assorted" they pick whatever color they want and throw it in the bag. I thought, when reading in the description "assorted," it related to the multi-colored nature of the item I ordered (the item was three-to-four colors). Not the case. Finally, since I cancelled my $250+ purchase, I wanted to cancel the membership and have that refunded as well. Guess what... They can't process membership cancellations in-store. Quick question: what exactly CAN you do in-store? I drove 30 minutes to basically be told, "we're sorry." The young lady who helped me was very nice, but the manager clearly doesn't have a grasp on solution-based customer interactions.

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.