REIReviews of rei.com

Tried to return a pair of shoes that were a gift. No replacement in that particular shoe. Picked another one that I liked. At the checkout, the salesman refused to give us the difference of the new shoes. Shoe manager lied and said we had paid that particular amount some other way. REALLY? So we got it on a gift card. I really don’t like being played for a fool!

I receive my helmet with an issue on the package , and the delivery was late

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.

Called REI in Pineville NC and asked for an employee to hold a Sea to Summit travel neck pillow for me. No problem he said we have it in green, ok then I’ll pick it up this afternoon around 4 or so. No problem he said, we are open until 8! I arrived at approx 5:05 and asked for the neck pillow. Youngster with long hair said oh you ordered it? No sir, I had called earlier and the gentlemen I spoke with said this was the process. Oh ok????? Clueless, asked me the same question again and a third time! The lady next to him was helping another customer interrupted and asked the same question. I explained again….and they handed me a regular pillow in green, not a travel neck pillow. She called for help upstairs and Lawrence called and came down with a small neck pillow. Not green and not a large size. Great for a child or a petite lady. Why is it so hard to listen to the customer and understand what the customer is asking for. The lady kept telling the youngster that he was doing A Ok, when in actuality he was not! The one I spoke with on the phone did not listen to my description of what exactly I had asked for and the youngster was clueless. I understand he was a new employee and learning but when you are working with the public, you must have the ability to speak up and understand your customers request! Apologies were all around, but to little to late! I’ll just order off the web from now on! Thank you!

I’m giving the REI store a 3 out of 5 stars because it’s a tale of two extremes. The staff members in-store are fantastic—super helpful, knowledgeable, and genuinely eager to assist. I can’t say enough good things about them. But the shipping company they use? An absolute disaster. My order was supposed to arrive on Thursday, which was perfect since I needed it by Saturday. Then, out of nowhere, I get an update saying it won’t show up until NEXT WEEK. When I called the shipping office, their customer service was a frustrating mess—first lying about the status, then offering no solutions. It completely ruined the experience. REI, please ditch this terrible shipping partner and switch to UPS or someone who actually prioritizes customers. The staff deserve better, and so do we.

Item arrived quickly but I’m very disappointed in the packaging. I ordered 2 carabiners. They could have, and should have, been sent in a small, recyclable bubble envelope. But REI decided to go full Amazon and sent them in a box (12”x8”x6”) that was way oversized for the item. In this day and age this is unacceptable. Especially coming from a company claiming to respect the outdoors and environment.

Great customer service and high quality gear. Prices are so high though, even with sales and member discount.

I've been an REI member for 44 years, and have been purchasing their products since 1973. They're my go to for outdoor items. While their products are great, their shipping sucks. I try not to place orders online, because they always get lost in transit. REI does not provide tracking information, which increases the frustration. My latest order was ten days overdue; the customer service agent told me the items had been shipped, but for some inexplicable reason had been returned to the shipper, only to be shipped again. Now the clock starts over, and I'm waiting again. With, you guessed it, no tracking number. Great products, lousy shipping. I'd rather buy directly from the store, but I don't have an REI near me. On the plus side, customer service agents are helpful...and sympathetic.