REIReviews of rei.com

Ordered a small attachment for my phone case. Payed over 5$ in shipping, didn’t get tracking and it’s been over a week now and it hasn’t shown up. Will never order anything online from them again....

The brick and mortar stores are great so far in my experience. In contrast, the online store's customer service leaves a lot to be desired. I will lead this by saying that an 8-year-old child's birthday is any parent's primary concern at birthday time. Anything that may impact it is a major problem and customer service 'professionals' should be sensitive to that and take responsibility for the company's errors. Not only are they rude, they are unwilling to address the real issues or give any thought to the solutions that may be available. One rep could not understand why I was having an issue when they gave me a $50 gift card that I did not ask for after they failed to communicate an issue they had processing payment for my son's birthday gift that ultimately showed up a day late. Then they tried charging me for expediting shipment (they wanted it to come a week late) - then they tried charging me 3x for a membership that I will probably never used based on my first experiences. Please find customer service professionals that are empathetic and do not make your paying customers feel insulted. At this point, there are so many charges and credits I have no idea what this ended up costing me and have no desire to do business with the company again. I do recommend thehouse.com or evo.com. I have had very good experiences with both of those entities in the past. And they correct any issues expeditiously and in detail.

Tried to return a screen Shelter that had two poles fail in 10-20 wind and they would not return or exchange item. The person helping me said it could only caused by damage and not to design or material failure and said there was nothing she could do. Thanks REI for years as a loyal customer spending thousands of dollars at your store and that’s the thanks I get. I will no longer give you any of my business from here on out.

They lost my order during shipping, but refused to admit it. No offers to assist with locating it or offering a replacement. My calls and emails were ignored . I was told by customer service to keep checking with my local store. I pointed out that I was the customer, not their employee and it was their job to fix the problem. I will be shopping at my local Pro Bass shop from now on.

I have been on hold for 20+ minutes regarding the same order. All they can say is that they are busy. It doesn't take a genius to figure that they need more help during their sale. Trying to get help is like pulling teeth. I am sorry I became a member the nearest store is 120 miles from me.

I attended my first in store garage sale today having a membership for over a year I receivied an email notice for the first time. They had quite a supply of both Yakima&Thule car racks. I had to go inside the store for a sales rep to help me find the right model numbers to fit my vehicle. I was given only certain model numbers that would fit my vehicle gathered those items for purchase upon buying them was told no returns. I went outside in the parking lot used my phone to access Yakima's website and discovered they had given me bad information with the items purchased. I went back inside pointed out the mistakes made to the store manager ask if I could return just the $34 crossbars for the right ones that cost $100 and he refused to make an exchange stating all sales are final. So therefore that was the first and last garage sale I'll ever go to. What I don't understand is if you buy garage sale items online you can return them. So much for being a "member". So Buyer Beware when thinking about buying look up items. REI shows no mercy when it's employees make mistakes helping you at garage sales. In the future I'll let "My" dollar vote for REI company policy.

No more REI for me......they can be political with VISTA and the NRA but I won't give them my money to support their views.

Terrible company to do business with.