REIReviews of rei.com

The location near wood field mall in IL has very knowledgeable and professional employees. They really helped my husband and I with choosing the right gear that was specific to our needs. I recommend this location with high regard!

REI sells itself as a customer company but in fact is just another retail outlet peddling up priced sweat shop merchandise. Stores are overrated as well with employees given zero authority when issues arise. Had a bad experience at my local store last night, cutting up my card this morning. Good riddance.

Ordered a small attachment for my phone case. Payed over 5$ in shipping, didn’t get tracking and it’s been over a week now and it hasn’t shown up. Will never order anything online from them again....

The brick and mortar stores are great so far in my experience. In contrast, the online store's customer service leaves a lot to be desired. I will lead this by saying that an 8-year-old child's birthday is any parent's primary concern at birthday time. Anything that may impact it is a major problem and customer service 'professionals' should be sensitive to that and take responsibility for the company's errors. Not only are they rude, they are unwilling to address the real issues or give any thought to the solutions that may be available. One rep could not understand why I was having an issue when they gave me a $50 gift card that I did not ask for after they failed to communicate an issue they had processing payment for my son's birthday gift that ultimately showed up a day late. Then they tried charging me for expediting shipment (they wanted it to come a week late) - then they tried charging me 3x for a membership that I will probably never used based on my first experiences. Please find customer service professionals that are empathetic and do not make your paying customers feel insulted. At this point, there are so many charges and credits I have no idea what this ended up costing me and have no desire to do business with the company again. I do recommend thehouse.com or evo.com. I have had very good experiences with both of those entities in the past. And they correct any issues expeditiously and in detail.

Great customer support! I had ordered a pair of sandals through a store, and later that day found that the order was cancelled. O called customer service right away to see what the issue was, and she was quickly able to resolve the issue, as well as offer me free shipping to my home. :)

Super convenient order online pickup in store. Store was super crowded but an associate quickly got my order and I was on my way outside which is way better than inside.

Tried to return a screen Shelter that had two poles fail in 10-20 wind and they would not return or exchange item. The person helping me said it could only caused by damage and not to design or material failure and said there was nothing she could do. Thanks REI for years as a loyal customer spending thousands of dollars at your store and that’s the thanks I get. I will no longer give you any of my business from here on out.

They lost my order during shipping, but refused to admit it. No offers to assist with locating it or offering a replacement. My calls and emails were ignored . I was told by customer service to keep checking with my local store. I pointed out that I was the customer, not their employee and it was their job to fix the problem. I will be shopping at my local Pro Bass shop from now on.