REIReviews of rei.com

Have always received great customer care and support whether it has been online, in-store, or over the phone. Recently had the pleasure of speaking with Debbie #120576, which really gave wonderful customer service and found a great solution to my problem. Will continue to shop and trust REI with my outdoor products.

They don't at all stand behind their 100% Customer Satisfaction Guarantee, not AT ALL. They really just need to remove that bs statement, and call it what it is: a very limited return policy. I bought a hammock and hammock stand for my son 3 months ago, it broke completely. They could care less, only argued, and refused to offer a credit (oh, and didn't even care if he was hurt at all when it broke!) Save your time and money and shop where they stand behind their products.

This is the worst company to try to get a credit card with. First of all you have to go and do it on your phone. Which, ok. But then the membership application doesn’t give you an option to input a middle name and the credit application does so if the names don’t match exactly or no odors tells you at US Bank that you need to call REI to have them manually add a middle name then you’ll likely call a good 5 times and get the run around only to be told your application has expired and you can’t have the card anyway. So then you’ll have to deal with the credit bureaus to get the pull removed. Plus you have to call US Bank anyway to give them your member number. It didn’t get put in the first time. Just to recap this is the least straight forward application process for a credit card that I’ve ever experienced. I don’t recommend even attempting it. Huge pain in the ass. And I love REI but this is something they need to get worked out on their end. They have lost some money coming from me over this experience.

I’ve been a loyal member for 10 years. I always receive fantastic support and customer service. Their products are wonderful!!

I've been a member and shopper for 15 years or so, I always receive the greatest support in store. Online, i've had some really great deals i've been able to pickup too. Between the wife and I, we are in the store at least once every couple weeks. Both in store and online have been great.

Been a member since early '80's & their co-op brands have always excelled, usually cheaper and as good as or better than named brands. Now days I'm usually ordering online and I'm always satisfied, fast shipping & well packaged. Being a member has some perks that if you're quick & know what you want, you can get some fabulous deals.

I'm a long distance hiker, 1,000s of miles plus and have been an REI customer for the past five years, always excited to use my yearly dividends. At one time, REI was a pretty decent company with some really great quality products, and most importantly, customer service. Fast forward to today, they have the worst inexperienced customer service reps and the products are now waaaay overpriced. For instance, many customer service reps at the new Tampa, Florida store, seemed to have no hiking experience. They could not answer basic questions about updated new hiking gear, food, water filtration systems or clothing, etc., regarding comparable past items. Many could only tell me about the sale prices on the products they had, and three reps never even heard of "Point6" hiking socks, which I ultimately found out, REI no longer stocks. Hikers know product brands, so you would think a customer service rep would as well. Not the case here. Many products are now waaay overpriced and can be found and purchased on Amazon, Cabela's, Bass Pro, Backcountry, etc., for less cost. For instance, a pair of red Black Diamond cork handled hiking poles at REI, $150+. Amazon, same exact poles, $65. Regular REI logo pullover shirts used to be $15, now $30 and far inferior in quality. I purchased their REI Flash Sleeping Pad for $119, which flattened the first night out, due to a leak at the seams (unfortunately, I read the reviews later and saw this was not a good quality sleeping pad,) with similar complaints of seam leakage. Being on the trail, I eventually made it to an outfitter store, not REI, and purchased a Klymit Summit sleeping pad for $50. Far superior in quality, cost less and has yet to leak, or go flat in the last three years. I still use it today. The word on the hiking trails is that REI no longer provides the customer service, or exceptional quality products that they used to. I finally used my dividends, but I will no longer be a returning Co-op member.

My sister bought a backpack for me. I don´t live in the US at the moment, so it was supposed to be an international shipping for which I had to wait for 3 weeks. After 4 weeks and no backpack or any kind of contact from the REI team, I contacted REI´s Customer Service. They are polite but it´s so hard to get a straight forward answer from them. I´m not even sure if they actually did ship my backpack or if it never left their warehouse. They offered to issue a "free replacement order" stating it would take 4 weeks or more to arrive (when placing the original order a 3-week delivery was announced). It is beyond me why the shipping would take longer the second time around... maybe because this time they will actually ship the backpack? In any case, I don´t have the backpack I was supposed to receive last week and the aftertaste from my chat with Customer Service is very disappointing.