REIReviews of rei.com

I’m going to add my story to other long time members who felt the customer service, and indeed the whole co-op is going downhill fast. I’ve had multiple orders not fulfilled, only got the cancellation days later claiming “inventory issue”. Finally, one of the employee (verified by his manager later) confirmed REI doesn’t have a real time order-inventory match. So if there’s 5 items showing, 6 orders may have already existed. And 1 unlucky customer will wait days before being informed there’s no inventory! In this day and age of internet commerce, not having a real time order-inventory match is sooo last century. I’m afraid this is another sign REI is probably on the way down like other long time outdoor stores such as EMS. Their price is on the expensive side. They have reduced their guarantee time frame. With this new understanding of their shaky order fulfillment ability, I would put them on the bottom of the list when choosing whom to order from.

I give two stars because the staff is nice and friendly. I am here to write a review on the corporate overhead, regarding recent changes to the bike shop services. On Monday, March 30th, 2021, I walked into rei, just as I have for years before, with my brother to get his ebike tuned up. We walked up, and they asked what we needed, so we told them his bike needed a basic bicycle tune up, and all of a sudden the 3 employees just gave me this grim stare, and told me “sorry to have to be the bearer of bad news, but we won’t work on your bike.” I asked them why, and they said it was a new “corporate overhead policy, which says that from now on the bike shop is reserved only for ebikes that were purchased directly from REI”. (Keep in mind, without power this is just a normal ordinary bike, nothing special. I didn’t mention anything about the electrical system, as this needed no help.) I asked if they would just give it a tune up on the bike parts that they could tune, and they still completely refused. I asked them to show me the policy change and their response was “I know it was recently, let me try to find it” and they proceeded to look on the computer for 10 minutes, unable to find any policy change documentation whatsoever. They showed me an older document, which very clearly stated that our bike fit the necessary requirements to be serviced at rei. Still they refused to help. So later on, we decided to test something. We took off the wheels of the same bike and walked back in with just our wheels and ask them to service them, and sure enough they did it without question......... for some reason they could service the wheels, but not the bike? Oh and the best part, after they trued the wheels, as we were walking out, the employee at the front sending us off asked “I think you’re missing the rest of your bike” .......yeah how ironic that was. I’m very disappointed and as a loyal rei co op member, I’ve grown to love the bike shop and come regularly for advice and parts. Unfortunately it looks like they’re about to lose the first of I’m sure many loyal customers with this undocumented corporate overhead change of policy that doesn’t make any sense. I will be patient for a little while as I have reached out to rei corporate to see if they can straighten this out, but otherwise, expect me to never go to rei for bike maintenance EVER again.

Overall this is a great store. There is a premium in the price, but I think they treat their employees well, and are one of the "better ones" when it comes to organizations servicing the outdoor industry in a mostly sustainable way.

My Merchandise Was Not What I Ordered !!!!!!!!!!!!!!!!!1 I ordered 2 dresses, the same size. I waited a long time . Only after I challenged the charge did. They show up. One was tiny one was large, the material was a joke. They barely resembled the pic. A quality that made me cry. IF IT SOUNDS TO GOOD TO BE TRUE!!!!!! I used their own guide and ordered clothing up one size. None of the clothes fit. This clothing is so cheap you cannot even use it as dust rags. I sent an email to the company they do not answer my email then I went on the internet and I found this COMPANY HELP which is ₑᵢցₕₜ ƒₒᵤᵣ ƒᵢᵥₑ fᵢᵥₑ ₜຟₒ ₒₙₑ seven two four five I contacted this company they admitted their mistake is what I order, and they sent me the wrong colors and different material item finally they have provided me a refund and return label FOR THIS CHEAP THIN CHEAP MATERIAL DRESS DO NOT BUY ANYTHING FROM THIS WEBSITE ... PRODUCT IS NOT AS ADVERTISED! so disappointing! would not recommend to my friends. Buyer beware!! Buy American-made in the USA!

I tried shopping there for a Ski Jacket in NYC. I tried to enter through the lafayette side and I was immediately reprimanded and told to go around the block. This occurred about 2 weeks ago when we were experiencing the frigid temperatures. I complied and went through the front entrance afterwards- I get inside an you have a customer service rep on the floor. She saw me looking at the jackets and didn't even bother to inquire what I was looking for, or if i needed assistance. I finally waved her down and asked for help. She told me whatever is out there is all they have, and walked away. There was absolutely noone on the floor that she was helping. Not sure why I was treated that way-I felt discriminated and humiliated. They are so adamant about reprimanding about me coming into an empty store through the exit buy could care less about selling a ski jacket!! I went too Burton afterwards and had a MUCH better experience- The gentleman there, Peter helped me select a jacket then he realized that he did not have it in stock so he went out of his way to look for it in another store and have it overnighted to me. That's what I consider customer service and actually caring about your job and customers...

Actually Actually, I give them ZERO STARS FOR THE PRODUCT I waited 2 months for my order after I had paid. The clothes finally arrived and were nothing like I had ordered. The picture for one dress was midi length linen dress and jacket - what did I get - mini-mini that doesn't even cover made from a thin poly blend - YUCK! They use photos of quality European clothing and make a very cheap and different version.I asked to return no response then I went on the social media and i found this helpful info 𝒻𝑜𝓊𝓇𝟢𝓈𝑒𝓋𝑒𝓃 seven6eight four zero one one I FINALLY SENT BACK THE WHOLE CHEAP LOOKING DRESS BACK did receive a bomber, except it is NOTHING LIKE WHAT WAS SHOWN. What the hell? Who does this? , THE PRODUCT IS GARBAGE, THE WAIT TIME TO GET IT'S 2 MONTHS AND MORE.GETTING

Awful costumer service. Shop anywhere else for your sporting good needs! You’ll thank me.

Ordered a pair of snowboarding pants for a trip we were going to take on 2/15. Order was placed on 2/10 and I paid extra for next day shipping. My item was showing on the UPS tracking as in my city as of Thursday 2/11. Didn't actually receive it until 2/15. On Friday 2/12 I called REI and UPS, both said there was nothing they could and there would be no weekend deliveries. They blamed the weather, a minimal amount of freezing rain on Thursday/Friday for the delay and said it was not their fault. However Monday got several inches of snow throughout the day and shut down businesses and roads all over and they had no problem delivering then. I had to buy separate winter items for the trip locally that didn't fit and didn't meet my needs but were the only options available. No desire to order online from REI again and UPS will be my last choice for delivery. Amazon does a better job getting items out than they do.