REIReviews of rei.com

My three week four hundred dollar Lowa boots started cracking along the bottom rubber above the sole. I was told I must spend $30 to ship them back and it will take 3 weeks for me to get a new pair. why... they want to refund to my card(after they get in process a refund and return) which can take up to a week and charge my card again, then do a new order... even though they already have my money. That is the most back-assward way of doing a return I've ever heard of. This is not a hundred percent satisfaction, this isn't even customer service. I was told if I went 9 hours to an REI store I could do it in person right there and be done... so those are my options, drive 9 hours or wait 3 weeks and pay again... yeah going to take my business elsewhere.

Recently bought an expensive new pair of hiking boots here. Impressed with the level of help provided and knowledge of the staff. Good stuff.

We had a pair of Women's North Face Cold Weather boots fail after 14 years of light use. The plastic used became brittle over time and shattered on the toe. North Face was aware of the problem based on online reviews, but they were unwilling to warranty the boots. REI stepped up on 5/20/17 and refunded us in full!!!! This is the ultimate test of a quality retailer. I commend REI on their commitment to excellence and support of their loyal customer base. We purchased over $500 of additional gear today at REI without any reservations about continuing to buy there. Russell Iida

Been a member for years and absolutely love REI. Bit surprised at your other reviewers who had bad service as that has not been my experience. Particularly impressive for me has been their return policy on digital items, like watches. I had a Garmin watch for 6months when one of the monitors stopped working. Both Garmin and REI offered to trade it in, but REI basically refunded the purchase price allowing me to buy a newer model. As I say, been a member for years and absolutely love REI!

Horrible on-line customer service. No phone answer for speaking to CS, and a lineup of 18 calls before me to even place an order. This is unacceptable. Know REI is having problems but with such poor service they are not getting any better. I won't shop their on-line again.

Terrible customer service. Ordered a baby bike carrier. Didn't ship when it was supposed to. I called, they assured it would ship in 5 days. About 10 days later I get an email saying the order was cancelled. Called customer service and they were rude and wouldn't help me purchase something similar. Completely useless.

The employees that I have dealt with are not interested in happy customers. What I have experienced is similar to renewing a drivers license at the dmv. Any circumstance that is out of the ordinary is rejected with no exceptions. I brought back a shirt that I had worn about five times before it started falling apart. I set it aside planning to take it back, and time got away from me. When I took it in they said that I had the shirt for a long time and that they didn't believe that I only wore the shirt five times. Basically she called me a liar. I understand if she couldn't refund anything because of how long I had the shirt. But what really bothered me was that she considered me a lying customer, I have never bought anything since. I had a dividend of about $13 that was "expired" by about two months. They would not make any exception on this. I asked if I could get my membership fee back because I never want to shop there again. This was also rejected with a Beaurocratic style very similar to what I experience at the DMV. My unfiltered opinion of REI...they are a bunch of conceited, scornful, entitled, judgemental, self righteous hippies that wouldn't know what a hard day of work or good service is if it smacked them in their lazy, thoughtless face.

First I am a avid outdoorsmen and LOVE going into stores like REI. I don't need much of an excuse to shop in store like this... First Issue - Almost every time I been in the Cincinnati store employees have been extremely rude and passive aggressive. The things they say are just not appropriate at all on any level. Most of the time they don't even make and sense as well. Its interesting to be me to be rude but also stupid at the same time? This is hard to do! Second Issue - Selection is poor considering the size of the store. Also sizes are an issue. Being a larger man (one that wears a xxl) they never seem to have larger sizes. I don't think this is an inventory issue or a demand issue as I get the felling that REI doesn't want to carry these sizes. If a manufacture make the size the carry it REI! Sorry REI your not Abercrombie or Victoria Secrete tying to create a brand out of exclusivity out of making small sizes (REI doesn't even make most of the clothing anyway???). A xxl is not a large size these days and there are plenty of bigger men that are very athletic that are larger and a xxl would be the correct size. What are you trying to say REI? Are you discrimination against men who weight over 200 pounds? Third Issue - Membership? Please stop saying that I own part of the company. If I did I wouldn't treat myself this way and would have way better prices. Your dividend sucks and is a joke. Forth - So many more issues and I am tried of writing here but in closing I just don't see how you will compete with other stores in the long run and ultimately Amazon and the internet. I come to store for service, I come to TRY THING ON not only for fit but style. I don't exspect to pay top dollar and at REI you will and then have to put up with all this BS. Taking my business somewhere else. Your losing a major customer and a key one in your demographic. REI is on a sinking ship if they don't change my experience in not unique.