REIReviews of rei.com

I received a gift card for my birthday and it expired before I used it. I think their cards should last longer if they sell them.

The make false promises and selling a membership with no real benefits

We’ve had a largely positive experience at REI, and as REI customers/members, for, I’m guessing, 50 years. Our experience has been a combination of retail store and eCommerce (web) transactions. The Bedford, NH store, in particular, is quite good. The Conway, NH Bike Shop manager was remarkably lazy, delivering a >$3,000.00 bicycle. The Reading, MA store, very good; great staff. The Boston, MA store, my least favorite, I find the staff rood, and NOT customer-centric. I’m not sure the real reason for the Boston, MA store closing, but, my impression is that the staff/leadership of that store did NOT contribute to the store’s longevity. That store (Boston) should have been a gold mine for REI, with Boston University around the corner, the Ski Market and Eastern Mountain Sports, long gone, and multiple other colleges and hospitals, nearby. There is no shortage of athletes/outdoor enthusiasts, with financial capacity, in the area. We like many REI products, and, most notably, we like REI’s return policy. We go out of our way to make purchases at REI, based on their return policy, which far outperforms LL Bean’s return policy. The icing on the cake, for us, is our annual REI Co-Op rebate, which creates great value. From reading the other reviews, it is clear that REI has some work to do. I hope REI listens to the voice of their customer, and takes corrective action.

I would give -10 stars if I could! REI have got to be the most incompetent company I have ever dealt with. Tried to order E-Gift cards online and they cancelled my order for NO reason! They couldn't tell me why! I placed another order 3 days later and the charge was just sitting there pending ! Chatted on their chat system and their staff were utterly useless ! They couldn't tell me if they would honour my order or not OR when it would be processed! AS it was a GIFT and didn't want to be let down last minute I told them to cancel the order! Absolutely USELESS ! I did also point out all the negative feedback they had on Trustpilot! NO COMMENT ! AVOID REI and save your self stress!

I see 4 fraudulent charges from REI (rei.com) on my credit card 2 days in a row !

Ordered an Ebike on 11/6/2025, that showed in stock and estimated for delivery to local store on 11/19/2025. First week showed they were preparing bike for shipment. On 11/18, checked status. No longer saying preparing for shipment. Contacted online CS, said new expected date 12/22. Eventually offered 10% more off bike for delay and failure to notify me. On 12/5, notified items no longer in stock and order cancelled. Offered 15% off one full priced item. Manufacturer (Cannondale) shows item still in stock for shipment to local bike shops.

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've shopped in a few REI's but received the best customer service at the Keizer/Salem Oregon REI. Julie, noticed that I was wandering around looking a bit lost in the backpack section and offered to help. Now, I'm a 68 year old, out of shape granny so I'm not exactly your typical big spender customer stereotype. Julie, however, listened to what I needed, took me over to the backpack fitting area and spent a good 45 minutes explaining ALL that i needed to know about purchasing a good day pack. I purchased one on sale, she fitted it to me, she showed me how to pack it and never tried to oversell. I'm sending all my friends to Keizer (which is a 4 hour drive away) and they will be asking for Julie.