REIReviews of rei.com

antastic service at REI Bella Terra. The first time I went looking for trail shoes the guy who helped me brought me ONE pair of shoes and told me that was all they had meeting my requirements ( women's trail shoes, wide toe box). I left disappointed but I went back two days later, same store and lucked out big time. First Betty one of the managers took care of me then she called Eddie one of the Associates and asked him to look after me. Oh boy this kid was awesome!! super knowledgeable, friendly and really interested in helping me. He brought me like six different types of shoes at the end I was so excited that I ended up buying two pairs! Betty and Eddie you are the best!! top notch customer service!! thank you so much for making my experience so pleasant.

Returned my Salsa Cutthroat for service for the second time since I purchased it in REI store in Maryland. tHIS IS ABOUT A $ 3,600.OO bicycle. It only has about 25 miles on it total, and the rear deraileur which is electronic SRAM AXS has given me nothing but trouble. REI employees have been polite, but there are no stakeholders, so no one is in charge, and everyone's goal is to push me and the bicycle out the door without correcting the problem. They offer to have me bring it back in, but they don't seem to know how to fix anything to take the time to try. I will never purchase anything from REI again -well, maybe clothes, but not anything that needs to be serviced. The REI "mechanic" will probably work at another big box store within two weeks. I took the bicycle to a real repair shop who now has it and confirmed it doesn't work properly and are searching for a fix rather than simply resetting the derailuer. Take away is go to a real bicycle shop. Full stop.

We brought our family of four to the Seattle store armed with a large dividend to spend at the end of winter. After scouring the entire store, we left without a single purchase. The clothes, predominately made in China, were of the typical REI drab colors and mediocre quality. The rare garment that I thought I could possibly wear, was priced twice what I’d guess.

I received an email from REI on 2/3/26 saying that the redemption period for member rewards was being shortened from 21 months to 12 months. This may not seem like a big deal, but basically, they are saying that they really don't want you to redeem your member rewards. I have lost out on my rewards in the past because of the time constraint and it will be more so with the shorter period. When companies go out of business, the customers can usually point out when in the past that company started going downhill. This is one of those times that customers will point to in the future. Why can't the companies themselves ever see this? Cheapening the product or taking away benefits, etc. are not a long-term strategy for business success.

Talk about the most difficult company to try to be a customer. I have an upcoming family reunion and wanted to purchase 20+ Yeti Rambler products for the kids and grandkids. I had one initial test order go through with no problems. I had read reviews indicating REI is not very customer centric and wanted to make sure I wasn't wasting my money. Put through another order. Everything seemed fine. Received an email after an hour or so that the order was canceled. No reason why. No information how to correct. I thought perhaps inventory ran short or I might have a credit card company denying the charge because they thought REI was a scam company. I put through the order again with a different card. Contacted the CC company and there were no attempts to run the order. Contacted customer service. Everyone is very nice, but unable to give an answer and provide actual service. One rep reentered my order and put it through. Told me I would have delivery within 4 days. Another cancellation email. Another call to customer "service" (and I use that word very loosely at this point) and told me they needed to get an "okay for an exception" because of the size of the order. I'm trying to spend over $600 on flipping drinkware and they don't want the sell. Four calls to customer service and no one has a clue why or how to sell their inventory. Never "Let me get a supervisor" or "I'll have someone call you and fix this." I was told I need to call back and they will have notes in my file. Just to be clear for REI - If you don't want to be in the retail business don't pretend to be in the retail business. On top of this I purchased the membership which meant nothing to REI and certainly gained me nothing. I wasted money on the membership. I'll not beg to be a customer again. This is the poster child for why Amazon excels and brick and mortar is dying.

High quality products delivered on time and in great shape. I truly enjoy my connection with REI.

We ordered two pairs of boots worth $300 on Saturday online. Our purchase was confirmed by an email and was to be delivered on Wednesday. We waited all day Wednesday for the delivery, nothing came. When we called to ask the status we were told the order was cancelled. No one ever sent an email to tell us anything or gave us a reason. Ok, now REI is cancelled by us. We will never do business with them again. BUYER BEWARE

The store gave me a return label, I returned everything, the track number says that everything was clearly delivered to their warehouse, but they say they didn't receive my jacket and won't return my $360, I don't know how such a store can operate legally, I will file a police report, If you don't want to be spat on in your face, NEVER USE THIS SITE, rude and stupid support, who treats you with disdain and treats you like garbage. Just a scam office