REIReviews of rei.com

Sending the products to Spain multiplied the cost by three, but the worst thing is that they wanted me to pay the same amount in customs. I do not recommend to buy outside the USA.

I miss the old REI. Yes the staff is always nice but its about product and customer satisfaction. The old way was better, now its just another over priced outdoor store/ souvenir shop.

I purchased a Kayak through a registry for my daughter's and soon to be son in laws wedding. This was the biggest Hassel ever. The resistry and Rei apparently didn't work together and Rei ended up asking me to jump through hoops. Mind you, this was a gift. My daughter went to pick up and they wouldn't release it to her without me signing a waiver and writing permission for her to pick up. This was a gift, paid for in advance. The processes took them asking me to email and sign waiver and for me to email waiver back to them, which I did immediately. When she went to pick the kayak up, they almost didn't let her because she didn't have a printed copy of waiver....which they had, because I sent it to them. Really not happy. What was supposed to be a joyful gift turned into a serious hassel. This company needs to get customers service skills in order and to communicate through the registry that a waiver would need to be signed if the person purchasing item wasn't picking it up. So ridiculous. Again, the customer service skills for this company are questionable at best.

I have been to REI Santa Monica and was even a member in the past and always had a good experience until today. The most disgusting thing happened today at the Santa Monica store. I went to purchase another hypervolt and noticed it was not plastic vacuumed wrapped like others. Salesman Garreth assured me that’s how REI sells them. NOT TRUE I asked if it was used or returned he assured me it was not. I got home and the ball was full of hair and dust and unknown particles. Absolutely disgusting and unsanitary and I am sure violates health codes. No one is trying to help me as I spoke to manager Matt who is clueless. Wanted Me To Drive 80 miles to nearest store to Pick up another!! And customer service. Spent 20 minutes on phone with a supervisor only to be told he only handles online sales and couldn’t help me. I am horrified. Took many pics as well. To top it off I am handicapped with service dogs and couldn’t park because your electrician took up rei 10 min loading only parking all day. Ugh

If you're not in a hurry for the item you've ordered, then don't read any further. But if you want something on a certain date, read on. I gave it a rating of 1 because of shipping disaster. I ordered a headlamp for my grandson with free shipping. BEWARE! Free shipping means slow boat around the world! Did not arrive on time as promised. Revised arrival date came and went and now scheduled for following Monday, three days later than new date. It was a $1 cheaper than Amazon but at least Amazon ships on time. Last time I order on-line from REI. If not in the store, then I'll not order on-line. Not worth it.

I received an email from REI telling me my bike was ready to be picked up. I went to pick up the bike at the REI at Easton Mall and saw two them assembled and ready to go at the bike desk. I stood at the counter for 5 minutes before the tragic hipster bike tech stopped assembling something and looked at me. even then i had to say something to grab his attention. he came over and asked my name. he then asked if he had called me about my bike. i said "no. i received an email telling me to come and get the pick. bring an ID". the hipster told me bikes were only ready for pick up when he calls. well, why did i receive an email then? i explained there might be a mistake because sitting next to me was a completely assembled 24" Coop bike I purchased (two of them no less). the hipster told me "those bikes are not for you." lol - really? another REI employee standing next to him then asked the other tech if he had called the other people to let them know their bikes were ready (the same one i bought no less). he said "NO". now... customer service 101 dictates the natural course of action here would be to give me one of the assembled bikes. Nope - not at REI. to make matters worse i then had the terrible misfortune of having to deal with a supposed "manager" called Lauren. I showed Lauren the email stating "Your order is ready to be picked up." She then precipitated to apologize for the "confusing" email. ummm.... I told Lauren there is NOTHING confusing about the email. it says to come pick up your bike!!! Lauren was the rudest, snarkiest "manager" i have ever had to deal with in my 45 years on this earth. she told me "good day" as if to make a point she was done talking to me. thats right... SHE was done with ME. i wasnt there for a bike or anything. i wasnt there for customer service. i was there because Lauren permitted me to speak with her. She repeated multiple times "good day sir" as if I was an actor forgetting my lines in a bad play. There was a time when i enjoyed REI. i love the gear. i love going there to look at new stuff. the people there have always been some of the nicest people on earth to deal with. the millennial hipsters working there now are the rudest asses east of the mississippi. what happened to REI??? THESE ARE THE FOLKS RUNNING THE SHOW THERE NOW???? i can understand the rude bike tech. his job is not to help me. his job is to assemble bikes. what on earth is REI's excuse for Lauren? they pay her to deal with people? REI sent me the dam email telling me the bike needed to be picked up!!!!!! I DIDNT ASK FOR THAT EMAIL!!!! In lieu of doing the right thing and giving me the assembled bike, they told me was ready to be picked up, I was treated horribly. my wife and son were with me. he knew his bike was ready!!! he sat on the bike!!!! i had to tell him I lied. his bike wasnt ready. i had to drive over an hour to get to that REI. its not around the corner and down the street. REI screwed up big time here. hell will freeze over before i buy another piece of gear from them or even a new winter coat for my kids. no matter how much i like REI. principle will prevent me from ever giving them another dollar. C lenell

Spent 100 dollars on new disc breaks becuase my other ones were bad. The new ones were not installed well and they didn’t work. Terrible customer service

If they had a 0 star, I would have put that. I was at the Tukwila store and was inquiring about backpacks. Colton was the person helping me. He stopped in the middle of helping me and started helping a guy who wasnt even asking for help. Because of my experience, I will never go to REI again.