REIReviews of rei.com

I ordered 2 items before Christmas, one being a hard to find hyroflask color. The website said it was in stock, I thought I got a great deal and it would be here before Christmas on December 23rd! That is what they advertised. I got the package and only 1 item came, not the hydroflask. I called and they said the shipment was supposed to have both items in the box. They asked if this is a Christmas gift. I said yes. The representative said okay, well I can have it shipped out in January around the 25th. No apology, just a flat- If you want the item we can send it or just give you a refund now, and of course we will not charge you again to send it out. "Wait, what!" You do not send me the item and I am supposed to be grateful that you are going to send it to me at no cost and a month after I ordered it. I think they advertise items that are hard to get and say they are in stock, then ask you to join their co-op at $20 and then pull the item and give you a an excuse and say it must not have shipped, no apology, just a thank you for the $20 donation and we will give you the item whenever we get it in or your money back, but hey we got $20 bucks off you. I kept the order in place until I can verify if I can get the item somewhere else so I am not even sure if it will come in January. The frustrating part is I could have been looking for the item somewhere else and not wasted time only to be told 2 days before Christmas that the order is on back order and not even a sorry that it was a Christmas gift and we did not deliver it to you. Do not waste your time with this company. It is a bait and switch with products in hopes of getting business from you and try and get you to pay their co-op fee. Very disappointed and even told others prior to finding out the item was not delivered about this company and said they should check it out. Now I think people should think twice.

Very disappointed with customer service. I made an order for Burbank store pick up and on the day it was supposed to be ready for pick up and three days after it was still not there. I had a conversation with store worker and with live chat assistant and nobody could explain me when I can pick up my order. Then I sent an email to customer support center and never got a reply. On the third day they just canceled my order without explanation. The thing is, the price for this item is no more discounted and is literally 40% more. If I knew I won’t get it, I would rather order it from Amazon.

Great responsible company. They seem to care about their employees and the environment. Everything ships pretty quickly and accurate. The only thing is returns could be easier. Great if you live near a store to return. Otherwise returns are a bit weird.

I would not even have given one star if that was an option. It speaks very highly that this company has nearly equal amounts good / bad ratings / actually more bad if you couple all the different types of bad ratings they've received. I'm writing this because I received very bad customer service and experienced very overt sexism today and this is not the first time. I was at the location in Seattle. I experienced this by a supposed "customer service rep" named Max or Gus, I didn't remember. The first two customer service reps (also men) were very helpful (I asked where was the restroom.) The second completely discounted that I had any knowledge or knew what I was talking about. I began getting irritated / annoyed that he kept acting as if he knew better even though EVERYthing I have read was telling me the opposite. He cut me off a few times and talked 90% more than me, trying to change my mind about what I was looking for. As much as I dont respect tone policing i do notices differences and this guy not only dismissed my intelligence several times but was also rude in tone a few times. When I called him on it he didn't apologize he just kept being dismissive, sexist and rude. I was not rude, I said repeatedly "well I trust my intelligence and what I have read" as he kept trying to dismiss it. I finally interrupted the conversation because I was not receiving customer service. He hadn't even asked if he could get the size I wanted or anything , like the basic first steps of customer service. Granted if the tables were turned and it would have been me not giving good customer service I am more than certain that I would receive *at least* a talking to from management. No customer service for me, just sexism. That is not what I came for. "you are very rude." Is what I said to him. Their labelling of how to enter the store from their parking garage is also near impossible to see and I spent a good fifteen minutes trying to see the signs to make it up to the store in what ought to be a 2minute walk (and would be if they had better signage). I always say to people in relative wealth who are rude that manners are free / you can afford them. I realize corporations are not people (although psychopathic U.S. law says they are) but REI can definitely afford some improvements. Training their staff to actually be customer service would be a great place to start. We can do way better than basic decency but REI doesn't even have that.

Very disappointed with their customer service when I tried to return a product I just bought. I bought lots of things their and a co op member and this was my first item return and they said no since it was my fault. I recently bought a smith glasses after my first one got stolen. My second pair I bought my dog got a hold of it and chewed it up and this was after a few days after my second purchase.

I recently went on a serious trek in Peru and had to purchase several items... from hiking boots, backpack, sleeping bag liner to a few clothing items. I don't have a ton of experience with outdoor equipment for trekking, camping, etc. so before trying to shop for items online, I went to my local REI store which was extremely helpful with answering all of my questions and providing advice. I ended up buying a few items, but they referred me to their website for a larger selection (certain sizes and colors were not available at the store) and not only waved shipping fees for me, but also expedited shipping, so that I could get my items in time for my trip. Once at home, I spent more time on their website to purchase a few additional things and once again received great service from their online support team (I had more questions). Most importantly, all the items I purchased were great and served their purpose during my trip very well. Lastly, returns on a few items, which I decided I did not need, were quick and easy. Thank you, REI... you helped make my trip a success!

Never heard of this company until a few weeks ago. Ordered a jacket online everything seemed great. Received an email the very next day stating my package has been shipped and would be delivered 3 days from the date I received the email. I signed up to receive text notifications, but I never received any notifications. I didn’t think anything of it. The delivery date has came and gone; still no package. I’ve tried calling the post office, they have the tracking number in their system that they’ve received notice of the company sending a package but no other information. I’ve tried calling REI a couple times and have yet to receive any help. I’ll try one more time but after that I’ll go to my bank and dispute the charges. I was so excited that I had found this company and now it’s ruined and I will never shop here again or recommend them. Their items are not cheap for this kind of nonchalant customer service.

Ordered a bike rack online. Supposed to be shipped to store on Wednesday. I called on Thursday. The guy said it's still in transit and it'll be in the Saturday's shipment. He said it with such a stern voice that it's just business as usual for them to delay a shipment by 3 days. No apologies whatsoever. And they advertised the $50 min free shipping online, but then if you want to order a bike rack, which is not really that oversized in the grand scheme of things, they want an extra $20 to ship to your house. That, and it's just an overpriced store running by a bunch of snobs. The only reason I shopped there was because I had a $200 gift card. In this day and age when everything is free shipping, there's no reason to tag on another $20 for shipping on a product that's overpriced to begin with.