REI Reviews

It's a 103 degrees outside today. My 18mth old search and rescue service dog goes with me everywhere. I was shopping for a tent that attaches to the vehicle so that my dog can have shade. A nice older lady was helping me and was asking me about Ember. She asks does she know any commands. I said yes, at which point a taller slender man walks over and starts watching Ember sit, shake and speak. At which point he shrieks you will haft to leave the store immediately. We can not have barking out of control dogs in the store that will bite. I said seriously, I was showing her skills. He said she is obviously not a service dog. I said, are you being serious? She most diffently is a Service He says we'll yes, it's new store policy ever since there was a dog loose biting people. I said may I get my tent, purchase it and leave without further conflict with you. He said, I can do that and we left without incident.

Date of experience: July 10, 2024

I had the miss fortune of dealing with the manager Sarah. Threaten me to have me and my service dog leave the store for doing his assigned task. Because in her eyes it was being disruptive. Instead of asking what he does for me. Even though there were other dogs in the store. She was very unprofessional in handling this she felt she had to do it in front of other patrons. I never felt this embarrassment before.
I will never shop here again.

Date of experience: June 30, 2024

Pathetic store, pathetic supply of inventory. Then I was asked to leave because I had a small dog with me. This is Colorado - a dog friendly state!!! Very bad business decision!!! I will never return to any REI.

Date of experience: July 03, 2024

There are only a few companies that distinguish themselves by providing extraordinary customer care. REI used to be one of those companies - until it resorted to charging its members abusive fees. I purchased an item using the sizing chart provided by REI. When the product arrived it was too big. REI charged me $5.99 to return the item. There goes any savings by purchasing online from REI. I won't be needing my membership. Another formerly well-respected company bites the dust.

Date of experience: June 07, 2024

Came into the store to test a Burley Tail Wagon bicycle trailer for our small Cockapoo. Extremely rude workers in the stores now. We’ve been a member for over 20 years and recently the customer service is awful. We were told to purchase the wagon, try it on the dog outside of the store and return it if needed. After 5 minutes outside with our dog, we returned the wagon. We were yelled at by a worker for not using the an automated door. Very rude workers. I don’t understand why REI hates their customers so much.

Date of experience: June 15, 2024

Would give 0 stars if I could. Orders repeatedly cancelled with no notification or explanation. One order returned to sender at REI's request, again with no notification or explanation. Worst shopping experience of my life. I would rate them 0 stars if I could.

Date of experience: June 19, 2024

I ordered a Cannondale bike online, with Shimano derailleurs. They told me one week. Two weeks later the bike was ready and I picked it up, took it home. On my second ride, the rear derailleur kept skipping. I took it back and in the process realized that the bike had some other kind of derailleurs on it. They told me that they did not guarantee the parts package. What? That's like buying a BMW with a Hyundai engine in it. The integrity of this brand has really declined, sad to say. No word from CS.

Date of experience: June 17, 2024

Not the REI of yesteryear. Staff is rude and unreasonable with returns or mistakes...not even a store credit could be had and was hung up on. So much for supporting local businesses. Im done and wont be back.

Back to online shopping....

Date of experience: June 13, 2024

This company and platform was horrible to work with. The platform has countless bugs that causes countless repeat messages to the same customers and they charge you each time even tho it’s a platform error. 0 refund policy for anything even tho their platform doesn’t perform as promised. Their customer service is rude and blames their problems on 3rd party company twilio. They’re another company passing the bill for their problems onto their own partners. Then they suspend your account for messaging too many people after they give you a 5000 sms daily limit. They’ll ask you to make a new account so they can get another signup fee from you instead of fixing your account.

Date of experience: April 23, 2024

Great in person and online. I'm not super outdoorsy, although I usually train for at least a couple of half marathons each year, and occasionally go hiking. I've found high-quality merchandise here every time, and often at sale prices lower than what I can find elsewhere. I recently found a pair of shoes I'd been considering on clearance, and they arrived right on time and in perfect condition.

Date of experience: January 18, 2024

Got the membership to save on some yeti products. Ordered online for in store pickup, they cancelled my order without any notification or reasoning. Checked it again online, still says it has stock. Seems like they want you to pay for a membership but are deceiving about availability. Also horrible and incompetent customer service that is compartmentalized in a way that they literally cannot even tell you what happened - other “jurisdiction” I guess … not helpful at all (they then had the genius idea that they could now send me a cancellation email - after I complained I didn’t receive one… how on earth would that help me now and after I figured out by myself that you cancelled it???) great problem solving you absolute geniuses, guess you didn’t hire on the upper spectrum of the IQ bellcurve…. What a crappy business practice.

Date of experience: May 18, 2024

Ordered a pair of shoes on March 31. Came 2 days later. Returned them 2 days later. They said they received 1.5 weeks later. Refund was FINALLY ISSUED (still haven't received in bank yet) on May 13. They refunded all but the $10 shipping fee...after waiting that long. Do the math. I will never order from REI again. Besides that, they're extremely overpriced. You don't belong in Montana.

Date of experience: May 12, 2024

Ordered a pair of hiking boots online to be picked up at my local REI store. The website said the boots were in stock and I would be notified when they were ready to be picked up. Not only were they on sale but I also had $50 rewards to use. I later received an email stating my order was cancelled because they were not in stock. I called customer service who then told me I could have them shipped to my house but I would not be able to use my reward cash and that the rewards would be sent to me as a check for future use. I had to purchase the boots full price. I think they purposely set up their website showing full stock but use it as a bait and switch so customers have to pay full price.

Date of experience: May 17, 2024

Bought a brand new Jones board from REI that blew out its side wall on the 4th ride without any significant impact. REI is an authorized dealer for jones but refused to get me in touch with them even though that is the only way to address what I felt was a defective board. Most frustrating experience of my life!

Date of experience: March 01, 2024

While the company stocks quality products, their transactional capabilities are borderline fraudulent.

Store pick-up items were delayed 20 min: at the counter I'm told my amex card has canceled half my order. I had to call AmEx on the spot to discover that some bizarre intermediary that REI uses had refunded half of it! And now, in the store, they wanted it back. The clerk told me this happens all the time 😜

2 days later they email and cancel my other purchased two items due to "inventory changes".

Date of experience: January 12, 2024

Been a member since early '80's & their co-op brands have always excelled, usually cheaper and as good as or better than named brands. Now days I'm usually ordering online and I'm always satisfied, fast shipping & well packaged. Being a member has some perks that if you're quick & know what you want, you can get some fabulous deals.

Date of experience: June 24, 2021

This company is no longer concerned about customer service or quality items. While I'm sure their DEI is great, nothing else is. Representatives in the bike shop were unknowledgeable. Backpack area reps have the IQ of a house plant. I'm done with this organization.

Date of experience: September 26, 2023

So slow to ship they use Fedex and USPS which are both horribly slow.

Ive been a long time member and lately prefer ordering straight from the manufacturer. I find their selection of non REI brand is lacking. They don’t carry the good stuff. Especially hiking boots.

I prefer Moose Jaw which has a better perks program and runs promotions more often.

Date of experience: October 13, 2023

Same as most of the reviews here for customer service: fuggeddabouddit.

Took in a pair of socks that should absolutly not have failed no longer than I've had them and no more than I've worn them.

Conveniently "...just ourside our window for replacement or credit..."

Yeah ... right.

DONE with REI!

Date of experience: March 19, 2024

Great in-store experience but skip on-line ordering and especially do not mail back any returns. Their processes are absolutely draconian.

They use Pitney Bowes as their shipping manager which are like pony express Neanderthals. Refunds are only by US Mail check regardless of any credit card. The process takes one month to ship and 3 to 4 weeks to get your refund by check by mail.

Date of experience: August 05, 2021