REIReviews of rei.com

On 11/24 I ordered a jacket with the 20% off coupon. It arrived on 11/28 and on 11/29 I saw there was a code for 25% off (CYBER2025). Rather than return and rebuy the jacket, I promptly emailed customer service (on 11/29) and asked if they could simply issue an REI gift card for the difference ($7.48). I ended up emailing three times in 8 days with no reply. Finally, their chat was turned back on and I was flat out denied the lousy $7.48. I have been an REI member for nearly 20 years. This is pretty poor customer service by anyone's standards, let alone REI whom I have always known to provide great service. I won't be buying from them again anytime soon.

I never make these sort of reviews but am here because REI conveniently makes it impossible to voice any complaint about their atrocious website. And in searching for a way to contact them I discovered more complaints than I began with! My original issue was navigating their 'deals' section and finding that once you pick a category, there is no option to denote 'men' and 'women' despite the products being gender specific. And so I'm forced to sift through hundreds of product that don't apply to me or my needs? Trash design. Secondly, you go on this LOTR level journey to contact them and yet they don't even let you email a general complaint, it has to be in some designated category, convenient bullshit. Chat is just as useless and only helps boomers who lack any sort of online literacy. The whole site is just oppressive despite rei's thin attempts at being inclusive and whatever. I'm just going to shop the brands directly and avoid this shit ass site from now on.

I ordered two gift cards for family birthdays and scheduled them on their delivery calendar. They canceled the Oct 2025 gift card with no notice and sent the January 2026 one instead. Two birthdays ruined. I canceled my account and won’t buy anything from them going forward.

Multiple attempts both in-store and through online customer support to try to get a trivial matter resolved. Not only is the issue still unresolved but customer support was even snarky in their responses. Never wasting time and money with these scumbags again.

worst experience ever. I ordered a 300$ package for my brother's birthday and all seemed fine. after a few days when I didn't get a shipping email I went in the store only to find out my entire order has been canceled and no one even sent me an email. I tried ordering again and even changed shipping address and card (we use both often for online shopping) and again it was confirmed but after around 5 days it was canceled and I didn't even get an email. I had to go quickly and order from another brand as to not miss his birthday. their costumer service is very robotic and unhelpful even when they say it is a human. very frustrating and possibly one of my worst ever online shopping experiences.

I ordered a gift for my son online. Got an email stating when it would arrive. Day came and went. Next day too. No emails nor ability to track. I called. Was told my order was “on hold,” for potential suspicious activity. By then it was too late! Why give my false reports and no communication??? Took two more calls to cancel my order.

My husband has had a new tube for his e-bike at least 4 times the cost never exceeded $45.00. Today they tried to charge him $85.00 for a tube and they were rude and condescending it is a wonder the store and company are closing Boca Raton Fl REI evil people work there they tried to scam us

I’m Canadian and I’ve heard positive things about the store. I landed up there a few days ago to buy hiking materials for the girls first of all I was absolutely shocked and horrified by the prices they were almost double the Canadian prices and in the US dollars customer service as well was quite slow. They had three people in the checkout line with one person that took 40 minutes with one customer finally a second customer I had to raise his voice to get other people. Meanwhile, there was many people walking around the store. They seem to be oblivious that their prices are outrageous. I wish I never got the membership and I wonder what I can do.