REIReviews of rei.com

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.

I had to return a tee shirt and was very disappointed in the REI information on how long it will take for them to give me a refund. They were very quick to take my money.

this is my first time to place order in Rei.com, I placd the order on 14/Apr and my order number is A241xxxx28. After I ordered it, I came here to check what are the trustpilot review, and saw lots of bad comments, such as late shipment etc... then I am scared of being scammed or something. Until today I am relief as I received ALL merchandise, it takes around three weeks time shipping to Hong Kong. Only one minus point is no tracking of international shipment. I think I will return to Rei.com for purchasing.

I've been an REI member for 44 years, and have been purchasing their products since 1973. They're my go to for outdoor items. While their products are great, their shipping sucks. I try not to place orders online, because they always get lost in transit. REI does not provide tracking information, which increases the frustration. My latest order was ten days overdue; the customer service agent told me the items had been shipped, but for some inexplicable reason had been returned to the shipper, only to be shipped again. Now the clock starts over, and I'm waiting again. With, you guessed it, no tracking number. Great products, lousy shipping. I'd rather buy directly from the store, but I don't have an REI near me. On the plus side, customer service agents are helpful...and sympathetic.

Good products and okay pricing

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.

Rei is a great company with awesome gear but unfortunately they use ontrac shipping which is absolutely garbage. Every time something ships ontrac it arrives over a week late and sometimes very damaged. I would give 5 stars if they would ship things UPS. Also when I called to check on the order I said “damn” about the shipping company and the lady got all hurt and told me to stop cursing like I was yelling at her or something. She needs to find a new job.