REIReviews of rei.com

Problem: When a defective item is sent back with a letter asking for a replacement, you instead are given a credit, that does not include the original shipping charges, sales tax, or the cost of returning the item, and the user has to then re-purchase the item, where the credit given isn't enough to pay for the replacement, even if new shipping charges are waved. This is what happened to me. 100% satisfaction guaranteed? BS. Despite how many times I repeated my story (MPOWERD, Luci EMRG, CLEAR, Item #1063180001, Order #:Y10584148), I kept getting the same responses about how "returns dept only issues refunds", "Original shipping charges are never refunded", and nobody would ever comment on getting my return shipping charges reimbursed, or about how I cannot place a new order for the same item and pay for it using the credit given to be because it wasn't enough. Problem: No process for escalating and resolving problems that cannot be resolved by the first level of customer service. Ultimately, REI gave me a $5.00 gift card, refunded my original shipping charge, and waved shipping charges if I placed an order for the same product which allowed me to get a replacement without having to pay anything. Little consolation after all I went through. I contacted MPOWERD directly with my story, and they immediately shipped me a new product, no charge, no questions.

If you don't stock merchandise in your stores, treat your web customers better. Went to the store to check out a common item, in season. A highly-reviewed, popular running jacket. It was winter in the midwest. (it's not like I was looking for scuba gear in Kansas). Asked about the Arc T'rex jacket. Size medium. They told me the do not stock it in store but I could order it on the website. Of course, because why stock merchandise in one of your hundreds of stores. So, I went to the website on Sunday, and placed my order. They offered free shipping. It did not tell me what the shipping method was, but told me expected arrival was Thursday. Okay. That's reasonable. Sounds like priority or 2-day. I placed my order. Again, no idea which the actual shipping method was, just "expected delivery Wednesday." Monday, no shipping notice. Tuesday night, a shipping notice email. Boy, they are going to ship it 2-day. That's very nice, kind of unexpected. But great. They really are trying to complete with Amazon, Backcountry, or Moosejaw. Great. I check the tracking number and it's a USPS number. Okay, maybe Priority Mail. Click the number, no idea what USPS method they chose. Now says the item will arrive Saturday. So, mail arrives Saturday, no jacket. No update on the USPS website just "in transit." Chat with a REI service rep. They have no idea but "there's been really bad weather between you and Colorado Springs." Oh really? Because I drove there and back this past week and I didn't have any bad weather. In fact, it was actually pretty boring. What method did it ship? It looks like First Class. Maybe. When should I expect it? I don't know. Why didn't you inform me at the time of my order what method it would ship, so that I could upgrade shipping if I wanted to? Our system isn't set up to do that. We don't select a shipping method until after your order is placed. So how does that give me information to make a decision to upgrade shipping? It doesn't. Obviously. Here's the thing, REI. You have stores nearly everywhere. If you are not going to stock those stores with popular, geographically neutral merchandise, but instead drive loyal customers to your website, then you are a defect web retailer. That means you are competing with companies like Moosejaw, BackCountry, and Amazon. And you have to at LEAST operate your web fulfillment as professionally as they do. You owe your customers the courtesy of telling them what the shipping method will be within enough time for them to upgrade shipping. You owe it to your employees and your consumer CO-OP ownership to operate competitively with the companies who are currently besting you in web service. You have this big marketing campaign right now, "what's your but?" Well, my "but" is, I'd love to go out and run in this winter weather BUT REI doesn't stock merchandise in their stores and they mislead customers about when they will receive their orders, delaying them for more than a week. BUT that's fine, because I can order the item from Amazon.com and get it here the next day at no cost. Also, Moosejaw allows pets in their stores. You guys used to, BUT, now we skip your store when we travel because we can't leave our dog out in the heat.

I would not recommend shopping here to my worst enemy. Practically any place else will be more knowledgeable and outfit you better for your Colorado outdoor experience. Lots of wasted space with poor selection. If you’re going to pay retail price you might as well go to JAX.

I did a lot of research and decided on Bushido La Sportiva trail shoes. I drove 45 min to Framingham MA to buy these and Maui Jim Stingray replacement sunglasses. I go through a lot of running shoes, I'm 6'3" 210# I got to REI and went upstairs after looking at the sunglasses. Some "angry at the world" supervisor "HELPED" me. I asked him if he knew about the shoes and he said "everything". I asked which were the best, he told me La Sportiva were the best. HE INSISTED and DEMANDED I purchase the Cascadia 12 GTX even though he just told me La Sportiva were the best. I knew from the reviews that the Bushidos were going to be undersized...HE WOULD NOT LISTEN (he assumed I was just some bottom feeder that walked in off the street and didn't know what I was talking about). I own several small businesses and was working in the field all day. The Bushidos were tight. HE IMMEDIATELY SAID THAT THEY WERE NOT GOING TO WORK AND COMMANDED ME TO BUY THE CASCADIAS. I demanded that I try on a size larger of the Bushido's. He brought me out a pair that had been used and had been returned. I liked the fit and asked him to bring me a pair that had not been used. He acted like I didn't know what I was talking about. Like his wife had given birth to girl and he tried to convince her it was a boy. He disgruntled walked behind the shelf for 5 seconds and came back and said "nope, these are the only ones".

I paid for a jacket. But they sent to me a blanket! They said that sorry, we will fix. It is been two weeks but they did not sent me my jacket yet! And it is too hard to get a response!

Ordered and received a pair of Merrill Moab waterproof shoes. Size 10.5 Received a box marked 9.5. Shoes were loose in the box, no paper between the shoes. No paper stuffing the toe to keep its shape. The laces were fully done up. Shoe size 10. There was a crease in the shoes at the front which indicate the shoes were worn.The finish on the tops were slightly worn. REI SENT ME A USED PAIR OF SHOES. Shame on you. I have been a member since the early 80's. I kept the shoes , since I was leaving in 2 days on a walking trip where I planned to wear the shoes. I like the shoes. Also know what it's like to walk in another mans shoes. Very disappointed in REI.

I used to shop at REI but I am finding the experience is not what it used to be. The prices are too inflated, selection lacking and the online experience horrible. This past week I placed an order online and was provided a delivery date. The confirmation email arrived the next day with a new delivery date two days later than promised. I feel misled and explained to REI that had I known the delivery date was going to change after the purchase, I would have gone elsewhere. They did not offer to send another item to arrive by the promised date (which is 4 days from now) so overnight was an option and they basically said "oh well, tough". Their solution was that they can't do anything about it because the item is already on the way. To me, this is irresponsible and misleading. Not what I expected from this store. Unfortunate too. I told them see ya, I'll do business elsewhere. Your loss REI.

My three week four hundred dollar Lowa boots started cracking along the bottom rubber above the sole. I was told I must spend $30 to ship them back and it will take 3 weeks for me to get a new pair. why... they want to refund to my card(after they get in process a refund and return) which can take up to a week and charge my card again, then do a new order... even though they already have my money. That is the most back-assward way of doing a return I've ever heard of. This is not a hundred percent satisfaction, this isn't even customer service. I was told if I went 9 hours to an REI store I could do it in person right there and be done... so those are my options, drive 9 hours or wait 3 weeks and pay again... yeah going to take my business elsewhere.