REIReviews of rei.com

The Tualatin, Oregon store is one of the worst! The staff, all the way up to regional managemen, are unprofessional and rude. I would not recommend this company to anyone. You can find better product and prices at their local competitors. Plus, far better treatment. If you want to be judged and disregarded than by all means keep shopping at this location.

I've been an REI member since 1992. In the last few years I've observed a steady deterioration of the once-outstanding outstanding customer service I had come to expect. Sadly, the company appears to have chosen sheer arrogance as a substitute for taking care of their customers. I've had enough. No mas!

Buyers beware! Sent me the wrong, damaged or soiled items more than a couple of times. I tried to contacted them, and encountered some very rude and useless customer service representatives who didn't solve the problems.

If I could give this store zero stars I would. I have trouble breathing and so I put my mask down under my nose to catch my breath and this over zealous employee asked me to put my mask over my nose. I told him I was trying to catch my breath and he persisted on the notion of putting my mask over my nose. I did but a few minutes later I needed to catch my breath again so I pulled it down again and another employee stood there and harassed me to put it over my nose. I walked out after this. This was completely unacceptable. I can’t believe that this company’s culture is to harass their customers like this. I will never shop at this store again and I will do everything in my power to dissuade others from shopping here too. This was completely ridiculous and I can’t believe that others have accepted this as an acceptable business practice.

Their customer service and return policy are trash. Got items with damaged packages and stains and missing parts masquerading as "new", so I emailed them multiple times, which never got helpful replies. I also called them, but they were too impatient and too rude to care about a satisfactory solution, after grabbing my money. "100% satisfaction" is really what is left after neglecting the dissatisfied, which is a blatant lie. Will never ever do business with them. Company like this one should not exist at all to make the world better. Already heard they sold their new HQ. Great news!

My husband and I went to the REI in Las Vegas, on Rampart. What an awful experience. We were looking for christmas gifts. The square footage of this store is enormous. There might have been 2 other customers in the building, 100’s of feet away from us. My husband and I were in the back corner alone discussing our purchases very close to each other. An employee came up and asked us to pull our masks higher on our faces. We did. She said they needed to be higher. She rudely interrupted our private conversation. Then preceded to stand there and watch us like she works for the government. We walked away because it was so uncomfortable. She proceeded to follow us and then lecture us about how REI had employees die because of covid and people like us. We told her we would like our privacy and she went to get the manager to yell at us about masks. Needless to say she ruined a good night and we left without our purchases. We will never purchase an item there.

REI saved Christmas! Went above and beyond. My order was shipped around the 9th through USPS, tracking but no progress, I called REI on 12/20 and the had merchandise in stock and sent again overnight through UPS. I got my package today. Thank you so much, REI and UPS. Also having another package (other company) ordered 11/30 sent through USPS and no updates, with them I’ll just have to wait it out. No reviews on product yet but customer service is awesome!!!

Have had awful experiences with LaserShip, so when I discovered REI had used LaserShip to send my Christmas purchase (I could tell it had been on the Lasership delivery truck for two weeks), I called REI customer service. Got a fast answer to my phone call! . . . 2 weeks before Christmas! They contacted LaserShip within an hour and my torn, opened, yet undamaged, gift was delivered 4 days later.