REIReviews of rei.com

I have been on hold for 20+ minutes regarding the same order. All they can say is that they are busy. It doesn't take a genius to figure that they need more help during their sale. Trying to get help is like pulling teeth. I am sorry I became a member the nearest store is 120 miles from me.

Love the local REI store in Madison. Buy online and pick up in store. Couldn't be easier.

I went to the store in Boulder, CO and was helped by a gentleman named "Smudge". He was incredibly helpful, kind and patient and made sure I got all the gear I needed for my camping trip. He took his time and wasn't rushing to the make the sale. He explained the various features of certain products so that I could make a well-informed purchasing decision.

I attended my first in store garage sale today having a membership for over a year I receivied an email notice for the first time. They had quite a supply of both Yakima&Thule car racks. I had to go inside the store for a sales rep to help me find the right model numbers to fit my vehicle. I was given only certain model numbers that would fit my vehicle gathered those items for purchase upon buying them was told no returns. I went outside in the parking lot used my phone to access Yakima's website and discovered they had given me bad information with the items purchased. I went back inside pointed out the mistakes made to the store manager ask if I could return just the $34 crossbars for the right ones that cost $100 and he refused to make an exchange stating all sales are final. So therefore that was the first and last garage sale I'll ever go to. What I don't understand is if you buy garage sale items online you can return them. So much for being a "member". So Buyer Beware when thinking about buying look up items. REI shows no mercy when it's employees make mistakes helping you at garage sales. In the future I'll let "My" dollar vote for REI company policy.

No more REI for me......they can be political with VISTA and the NRA but I won't give them my money to support their views.

Terrible company to do business with.

Problem: When a defective item is sent back with a letter asking for a replacement, you instead are given a credit, that does not include the original shipping charges, sales tax, or the cost of returning the item, and the user has to then re-purchase the item, where the credit given isn't enough to pay for the replacement, even if new shipping charges are waved. This is what happened to me. 100% satisfaction guaranteed? BS. Despite how many times I repeated my story (MPOWERD, Luci EMRG, CLEAR, Item #1063180001, Order #:Y10584148), I kept getting the same responses about how "returns dept only issues refunds", "Original shipping charges are never refunded", and nobody would ever comment on getting my return shipping charges reimbursed, or about how I cannot place a new order for the same item and pay for it using the credit given to be because it wasn't enough. Problem: No process for escalating and resolving problems that cannot be resolved by the first level of customer service. Ultimately, REI gave me a $5.00 gift card, refunded my original shipping charge, and waved shipping charges if I placed an order for the same product which allowed me to get a replacement without having to pay anything. Little consolation after all I went through. I contacted MPOWERD directly with my story, and they immediately shipped me a new product, no charge, no questions.

I wanted to try some women's mountaineering boots so I went to the store at Lafayette St. thinking that I might find at least something there. Not a single pair. Only men's, but no small sizes. Well, I don't know where to go then if I want to find mountaineering boots...