REIReviews of rei.com

Horrible on-line customer service. No phone answer for speaking to CS, and a lineup of 18 calls before me to even place an order. This is unacceptable. Know REI is having problems but with such poor service they are not getting any better. I won't shop their on-line again.

Terrible customer service. Ordered a baby bike carrier. Didn't ship when it was supposed to. I called, they assured it would ship in 5 days. About 10 days later I get an email saying the order was cancelled. Called customer service and they were rude and wouldn't help me purchase something similar. Completely useless.

The employees that I have dealt with are not interested in happy customers. What I have experienced is similar to renewing a drivers license at the dmv. Any circumstance that is out of the ordinary is rejected with no exceptions. I brought back a shirt that I had worn about five times before it started falling apart. I set it aside planning to take it back, and time got away from me. When I took it in they said that I had the shirt for a long time and that they didn't believe that I only wore the shirt five times. Basically she called me a liar. I understand if she couldn't refund anything because of how long I had the shirt. But what really bothered me was that she considered me a lying customer, I have never bought anything since. I had a dividend of about $13 that was "expired" by about two months. They would not make any exception on this. I asked if I could get my membership fee back because I never want to shop there again. This was also rejected with a Beaurocratic style very similar to what I experience at the DMV. My unfiltered opinion of REI...they are a bunch of conceited, scornful, entitled, judgemental, self righteous hippies that wouldn't know what a hard day of work or good service is if it smacked them in their lazy, thoughtless face.

First I am a avid outdoorsmen and LOVE going into stores like REI. I don't need much of an excuse to shop in store like this... First Issue - Almost every time I been in the Cincinnati store employees have been extremely rude and passive aggressive. The things they say are just not appropriate at all on any level. Most of the time they don't even make and sense as well. Its interesting to be me to be rude but also stupid at the same time? This is hard to do! Second Issue - Selection is poor considering the size of the store. Also sizes are an issue. Being a larger man (one that wears a xxl) they never seem to have larger sizes. I don't think this is an inventory issue or a demand issue as I get the felling that REI doesn't want to carry these sizes. If a manufacture make the size the carry it REI! Sorry REI your not Abercrombie or Victoria Secrete tying to create a brand out of exclusivity out of making small sizes (REI doesn't even make most of the clothing anyway???). A xxl is not a large size these days and there are plenty of bigger men that are very athletic that are larger and a xxl would be the correct size. What are you trying to say REI? Are you discrimination against men who weight over 200 pounds? Third Issue - Membership? Please stop saying that I own part of the company. If I did I wouldn't treat myself this way and would have way better prices. Your dividend sucks and is a joke. Forth - So many more issues and I am tried of writing here but in closing I just don't see how you will compete with other stores in the long run and ultimately Amazon and the internet. I come to store for service, I come to TRY THING ON not only for fit but style. I don't exspect to pay top dollar and at REI you will and then have to put up with all this BS. Taking my business somewhere else. Your losing a major customer and a key one in your demographic. REI is on a sinking ship if they don't change my experience in not unique.

While paying for some winter gear for my daughter, the employee asked if we'd like to get an REI membership. I politely declined (given that we rarely shop there) and was confronted with the mosy bizarre and aggressive response. He mocked our decline of his offer and was relentless with commenting on the stupidity of not joining. My husband and I were speechless. Then he started to talk to his comrade behind the counter about "this family who doesn't want to teach their daughter about smart memberships, etc. After tolerating his abuse throughout the entire transaction, my husband finally had enough. He has never confronted an employee or been in a position to defend himself at a RETAIL establishment! I don't know if this guy was just having a bad day or if they train their employees to bully and shame customers into memberships, but I will NEVER go back. I do not ever take the time to review places, but this experience was really unacceptable. The REI at the Village in Woodland Hills should be avoided.

A simple order on their web site turns into a mess... multiple, random credit card charges in excess of order total amount for no apparent reason, their "live help" chat is useless (they're not interested in helping, preferring to guess at answers to my questions rather than actually answering). Something is terribly wrong with REI... it used to be great.

This company has 2.2 billion in sales per year. They will not pay for the return of defective merchandise. Their phone wait time is consistently around 20 minutes, in my experience, and they often do not respond to e-mails. Even their chat takes 20 minutes or so to get an agent to respond. I say we ought to reward companies that serve their customers and ignore the ones that use people for profit. My money was wasted on postage and an item that is useless to me, and cost too much to return. That same money was added to this corporations profits.

I ordered a pair of pants on line. Unfortunately it would not allow me to ship to store. So I bought additional items to get shipping to my home. Over 2 days after there tracking site showed "out for delivery" I called there customer service for more information. I live in Chicago not somewhere in the boonies so I was confused about the delay. The rep was very rude and dismissive, he actually had the audacity to tell me they are not a shipping company and I should give it a couple more weeks. Why they wouldn't even offer to help has me scratching my head about why I would every going back to one stores. REI you have lost a loyal customer with an outdoor gear addiction.