REIReviews of rei.com

This company has 2.2 billion in sales per year. They will not pay for the return of defective merchandise. Their phone wait time is consistently around 20 minutes, in my experience, and they often do not respond to e-mails. Even their chat takes 20 minutes or so to get an agent to respond. I say we ought to reward companies that serve their customers and ignore the ones that use people for profit. My money was wasted on postage and an item that is useless to me, and cost too much to return. That same money was added to this corporations profits.

I ordered a pair of pants on line. Unfortunately it would not allow me to ship to store. So I bought additional items to get shipping to my home. Over 2 days after there tracking site showed "out for delivery" I called there customer service for more information. I live in Chicago not somewhere in the boonies so I was confused about the delay. The rep was very rude and dismissive, he actually had the audacity to tell me they are not a shipping company and I should give it a couple more weeks. Why they wouldn't even offer to help has me scratching my head about why I would every going back to one stores. REI you have lost a loyal customer with an outdoor gear addiction.

Don't buy from REI - go to zappos where they will pay for return shipping of not only defective merchandise, but for any reason at all!!!

I've been a co-op member since the early seventies, but have often strayed to get a better price elsewhere. While REI can't always provide the best price, they do provide the best customer service. I don't say that based on one or two experiences, but a lifetime of shopping there. I strayed recently, and that's the reason for this post. I had a very poor customer service at one of REI's competitors and it just drove home why I've been loyal (more or less - I admit it) to REI over the years. My next outdoor purchase will be from REI. I fully support their way of doing business, including their fairly recent change to only accept dissatisfaction returns within a year of purchase. Too many people were abusing the good will.

Love having experts help with small to big purchases and the ease of returning items if they don't work out. It can seem a bit expensive at times, but the quality is definitely worth it in the long run.

I went to the Reading REI and I am an REI member and did so because of past good experience. Anyway I brought a binding that just had a broken buckle after 4 times of use. After roughly 45 minutes of talking to various REI employees - one of them told me this shouldn't happen and they would swap out the binding for free. He took off the binding and took me to the register. Then Store manager came over and told me I would have to pay the difference and I said no way - put my old bindings back on. They told me they would charge me to put on my old bindings that I bought from that store that they took off!!!! AND they told me it would take 48 hours to do. I grabbed the screwdriver from the Employee and put them on myself. Literally wasted 3 hours to be worse off - should of listened to the 1st guy I talked to who said - "Go somewhere else!". Customer service has gone downhill and you are paying a premium price. Beware and go elsewhere - REI SUCKS!!!

Very good to deal with, quick shipping, actually even faster than I expected and easy to buy and exchange items if needed. The Amazon of outdoor suff.

Ordered a $300 jacket for my daughter. Package never arrived and tracking information online was incorrect. Customer service on phone was not helpful and borderline rude. Beth informed me that tracking the package was my responsibility and repeatedly instructed me to read my email. Really? Will wait a few more days to see if it arrives. Last time I will use R.E.I.