REIReviews of rei.com

Placed an order. After DAYS I was uninformed that the order "couldn't be processed." I called the store and a polite but curt store rep mid sentence said "I'll transfer you to customer service", at which point a rep came on said, "the order was stopped because os suspected fraud." She knew nothing else, and wanted to transfer me again. She was just as curt (but not rude) and unhelpful. I was trying to buy a travel backpack. I'm not running a gauntlet to earn the right to be your customer. BAD experience, stem to stern.

I went to REI Marlton NJ to look for a new FatBike MTN bike. I had over $1500 USD in my pocket to spend. I was met 1st with my wife a tall white man works @ this store. I asked about charging bricks for e-devices I was told they are sold out due to the storm 1/24/26. I then went to look @ Salsa Fatbikes I was met by a very mean lady who told me they DO NOT have Fatbikes and NEVER carry them. DON'T come back. Salsa Bicycles is one of the founding companies of Fatbikes ! REI carries Salsa Bicycles and I actually was looking at a bike w/2.6 tires True Fatbikes have anywhere from 2.6-3.0 size tires in this very store one month ago where a store associate very nice signed me up to the loyalty program. I left & went to Pro Pedals in Hammonton N. The entire Bradley family helped me I bought a Gravel bike which I was going to buy @ REI. Then I purchased another bike a Cannondale Adventure 2 for my wife. I doubt anything less than a written apology & monetary compensation from REI Marlton RT73 & Brick Road will bring me back I will Gladly drive the hour from Marlton to Pro Pedals / Hammonton 856-561-3030 call and ask for Jeane or John you will not be disappointed

Received the 850 fill down jacket in late December 2025. Perfectly warm with just a tee shirt at 20f. Light weight and very packable. Great product.

All the phone reps were pleasant to work with. Only 1 was helpful. It took 3+ hours over the course of a week to get my order to go through. No one on the REI end can tell me why. I placed 2 orders several days apart. One worked, one didn’t. Maybe a payment issue, try again, nope, still rejected. 3rd order, placed over the phone with a REI person holding my hand and a different payment method was rejected for me violating their terms of use. That notice came 3 days after I ordered. REI sent their terms which I violated and no one could help me discover which ones I violated. The phone rep who took order #3 assured me that if I didn’t get rejected within an hour, my order was good to go. Different rep said no, it’s only good once you get a tracking #. 4th order same deal but different payment method. Rejected. 5th try REI phone guy got a back room person to shepherd my order thru. An hour came and went, no rejection, but not processing. More than a week my first attempt and 28 hours after my 5th attempt, my order finally shipped and I got a tracking #. Why did I keep at it? I had a deadline and after the 3rd failure they offered expedited shipping. Also, it was the same item I had ordered successfully a few days before and I liked it so much I ordered a second one as a gift. I wanted to send a written account of my issue to REI. Phone rep says that is impossible, but she would summarize and send my comments up the line and I would get a response. No, she could no put a higher up person in the line. Will I order from REI ever again? Depends on what, if any response I get from them. No response, no more orders. Understandable, fixable issue, maybe.

KELLY Stathos Store Manager has personally ruined the REI Brand in this Reading store for me. I habe been a paid member/ customer for 21+ years and have spent over 30K Dollars on gear here i wish I could return it all now not just my failed Yakima Roof box. The Brand is dying and it's because of leadership like her. I went to the top and haven't heard back so the social media campaign is just starting. I will not be happy until REI is out of business now. I was treated so poorly by this women and then no response from up management a week later. Yakima has made it right by their life time warranty but no thanks to REI. The 1year customer 100% satisfaction guarantee is complete bull shit. They have blocked my online reviews on Social media and a attempt to stop for airing my grievances. In reaserching this i have learned so much more about the company that I want share here... In another review II saw Kelly also called the police on other customers as she did to me and the police were also apologizing for her behavior like it's a common thing. The police and shared a good chuckle at her and the stores expense. Once again. I remind you I spent 30k here over the course of 21+ years as member... it's not the first poor experience but this one was over the top. Not all employees here are awful but Kelly Stathos Store manager, has to go for this storevto even slightly have a chance to Manager, Please read the attached article and send complaints to CEO Mary Beth Laughton. Links aren't allowed here but please Google REI from CO-OP to Corparate

You can always tell a dodgy company by their unsolicited emails. Saying your subscribed when you aren't and a broken unsubscribe link. AVOID!

I became a member of REI 50 years ago. Back then they would send you a catalogue and you'ld fill out the order form, write a check and send both in. Your outdoor stuff would arrive at the front door in about 2 weeks. Now their gear is outrageously expensive,.....but you get a 10% dividend on it. My wife bought $2,300 worth of camping gear and received a $230 dividend, which she really couldn't use because she had already bought everything she needed. I purchased a winter jacket at REI for just over $230 to spend the dividend before it lapsed. In return I got a $23 dividend. I went in to spend it before 2026 and couldn't really find anything for $23 that was reasonable, besides power bars. The bike shoe cleats I finally bought after wandering the store for 1/2 hour cost $34, which could have been purchased at a bike shop for $22 or on Amazon for $18, all being the same brand name and model. Even with the 10% dividend they were over priced. 50 years ago they had the highest quality equipment no one else carried for a great pice. Now REI is an expensive rip off outdoor boutique. Plus, with so much theft their employees stand around like vultures staring at you. I hate going in there.

Placed the order, received the email confirmation and expected arrival date. A few days after that date went by, I followed up and found out the order was cancelled THE SAME DAY it was placed, and no notice was given.