REI Customer Service

Horrible cashier experience from Ned in San Luis Obispo on 9/10/23 approx 4:15
Danny was great next to her but Ned seemed very mad and attitude changed from previous customer when we walked up maybe this is a BBB complaint also based on race? She was throwing our clothes on the counter after she rang them up and had 0 words in between of hello and what the total was.

She also forgot to ring up 2 pairs of Hokas that we went in and paid for after looking at the receipt

Tried to return/exchange (n store) a REI brand sleeping back with a malfunctioning zipper.
It was used only a few times, and is in perfect condition.
Although I have been a member for over 8 years, for reason I do not recall, the purchase does not show up in my purchase history.
Maybe was a gift or a sale and didn't use my membership, I don't know...
I understand their policy for proof of purchase, but I've been a loyal customer for so long and never abused the return policy.
So I would have thought that they can make an exception and get an exchange or store credit, even for a nominal amount less than a similar item.
But no such luck.. too bad since I will now stop shopping their store; there are plenty of options out there.

Had the worst customer service experience. Tried to order something online with my membership, but had to use a different credit card (with a different billing addresses) for a Secret Santa event for work, so couldn't get free shipping even though I had a membership. So I called them and they were extremely condescending and had a patronizing tone while mansplaining billing addresses to me. I know what a billing address is, I'm just trying to use a different one! Had an attitude the entire time. At the end, wanted to make sure the shipping was free because it wasn't when I tried on my end and they were super sarcastic and said "yes. shipping is free. bc ur a member." Made me feel really dumb and stupid. Is this how a brand wants to make their customers feel? Jesus Christ.

REI changed the credit card associated with their points (formerly dividends) program. No big deal, I have no brand loyalty to a particular bank. Both REI and the new bank (Capital One) sent out communication, and it was a bit confusing to sort out who sent what, because "REI" was usually in the title of the message. REI communicated several times that, "your old card will be good until replaced." Nearing the transition date, I tried to use my credit card at the hardware store, and it was denied. I went home and logged in and found a message that the account was closed. I contacted REI and they told me it was a bank issue. I wrote a follow-up message asking why they said my card would be good until replaced, and they said it was not an REI issue. Shortly after that, REI (not the bank) sent me an email saying that the new cards would be sent out in the near future, but to "continue to use the old card," which was frustrating. I followed up again with REI in writing and they denied any responsibility. My card was finally replaced about three weeks after the cancellation of the old card. I asked for a follow up from REI explaining how this could have happened but have not heard back. The new card has slightly better points than the old REI Mastercard, but I get better offers in the mail every week. I think I will finish using my dividends and exit both my REI membership and the card agreement. REI has nice (but expensive) gear, but their customer service is poor.

Rude staff at Boulder REI. Could not return defective item just over a year, did not realize new policy and delayed the return. Staff repeatedly told me it's been MANY years now the policy had changed, as if I should know! Unpleasant staff and company that does not stand behind quality gives reason to not shop at the store anymore

Had the worst customer experience from a company that is supposed to be above the rest! My son bought a running vest for $160.00. One of the water bottles of the vest leaked after minimal use over a 2 week period. The customer rep at the Boulder store refused to help. We went to Runner's Roost they offered to replace the bottle. Your service commitment needs a major review. REI will not be a store we will frequent going forward.

Please provide a number for me to speak to a live person. Its about a product i wanted to purchase at the store but had issues purchasing it. The Garmin Esge 1030 plus.

Why would any customer feel the return fees/postage be covered by the retailer? I'm at a loss. If you disagree with the policy shop elsewhere. Good luck finding 'free return postage'.

I am embarrassed how much money I have spent in shipping items back to REI. Never again! Only online stores with free return shipping or at the very least a prepaid label, with the amount deducted from my refund.

I recently bought a pair of boots that were too small. I had to return ship them . It cost over 30$ to do that. This cost off sets any savings the site might offer as well as the fact that they don't charge for shipping. This makes the ultimate cost of these boots 30 $ higher then the sale price. They really should offer return shipping labels . I don't think I would use this site again seeing that there is this added cost to buying online. Back to brick and mortar for me, atleast when it comes to shoes.

Possibly the worst customer service in terms of lost packages. Will make you wait 3 days before they can do anything. If they run out of stock they will simply cancel your order and refund you. Will not even consider doing anything else.

This is hard to use: I just got two orders that were bad, now I have to find a post office, and pay maybe $15 to send this junk back. It is not a good experience.

The jacket we got as a gift was the wrong color. She wanted plum and we ordered Harbor Blue. We would like to exchange it. If you do not have the Plum please credit our account.

Free return shipping would be nice. I was happy to get a good deal on a Ruffwear life vest for my dog. Unfortunately I ordered the wrong size. The shipping cost to return it was more than the original discount. Instead of exchanging it for the correct size I ordered the same product from another retailer at a better price.

I purchased sneakers for $148. The sole ripped within three weeks. I had not kept my receipt and now the Anchorage Alaska store will not exchange them because I did not keep the receipt.
I won't shop there again.

I just read the review about the return policy. Last weekend I had the exact same issue with the REI store on Sawmill in Columbus, Ohio. I will not shop there again. I was shocked by their terrible customer service.

REI claims customer service as a value to their products. There is no where on the REI website for an REI member to vocalize a complaint or offer suggestions that will be placed as visual comments.

I ordered a pair of Garmont hiking boots, size 9 an extra half size larger than my normal shoe width. The boots were incredibly small, my toes were forced curled. The shoe came with a sizing tag that is used by Asian manufacturers to equate UK, American and Euro sizes that has been historically proven wrong throughout the industry. A service oriented company would make sure that shoe sizes were correctly labeled.

I returned them as an exchange for a different, WELL KNOWN, brand of boots. I clearly expressed my wishes in the proper location on their returned items form. Instead of making the exchange they simply refunded the purchase price. When I called to ask why my new boots were not ordered no excuse or apology was offered. Instead I could order the second pair with a new credit card activity.

I called 3 times and was placed on hold over 15 minutes the first two times. After ten minutes the third time I was answered, "extremely busy" was the voiced reason (again without apology), which I take as not enough customer service representatives to offer prompt customer service.

I just tried to exchange a black Under Armor shirt, which I received for Christmas from my parents (I'm 45) for the same shirt with some color in it. I went to the REI store in Pineville, NC where my parents purchased it. They would not exchange it because I did not have proof of purchase--my parents still have the receipt, but it's a bit of a hassle for me to get it.

The shirt still has the tags and is in perfect condition. It even had red writing on the tag that the clerk (manager?) said he recognized. But, he said he couldn't help me. I just wanted exactly the same shirt in some color--I wasn't even going to be picky about it.

The clerk/manager watched me walk in the door with the shirt in my hands and chose to assume that I had stolen it. One can quibble with the words, but that is the implication. So, think about it:

First, had I stolen it, would I walk back in just to ask for a different color, risking having been seen on camera, or by an employee?

Second, if the shirt was stolen, then the store had lost it--it was gone. Exchanging it would not cause more shrink, only a small inventory change.

Third, if there is any reason why I still buy from brick-and-mortar stores, it is because of the expectation of convenient customer service. Online stores always have a better selection, but it can be a slight, though often free, hassle to deal with shipping returns and exchanges. Here, the brick-and-mortar stores have a clear chance to exploit that advantage. This REI store seems unconcerned about the fact that it competes with an unending number of substitutes.

Fourth, I have several of these Under Armor shirts, all of which I have bought from Dick's Sporting Goods. I never thought of REI until my parents gave me the Christmas present of this shirt and an Arc'teryx shirt--another brand of which I am a big fan. I have purchased for my family and myself more than 10 coats and jackets of various styles and performance over the past year, not to mention shirts and shorts. I'm a big fan of performance gear, and my parents had made me aware of REI. I locked that into my brain, thinking "Hey, I've got an REI a few miles from here!" My experience today has made me wipe REI from my mind, and it was a very easy thing to do. I don't need them.

Don't hide behind the policy REI and tell me I should have had the receipt. Tell me how REI would have suffered if I had been granted an exchange today. Or, just save your breath and keep fooling yourself that you've somehow strengthened the armor-clad inventory protection agency that is REI. "We keep our shirts safe from all of those law-abiding citizens without so much as a speeding ticket who might consider buying one from us someday if we show some courtesy."

I want to laugh, but it's just disappointing, like the rest of the mediocre world around us. Don't stand out REI, just keep hiding behind that wall of security that is so popular these days.

Had great experiences at Santa Cruz,CA location. Matt and Tykie went beyond what i expected. Best service on my bike I've had so far compared to other shops I've experienced.

I have been a REI member for over 30 years now. I have lived in 22 States. I have worked in 9 Nat'l Parks and 9 Nat'l Forests, Alaska to Florida. Not bragging, just showing I use a huge amount of outdoor gear. So I have lots of REI customer service insight.



The Manager at REI's San Antonio, TX {"Wendy/Becky" (??)} is exceptionally good at her job taking care of customers. She went out of her way to help me on REI's craziest workday= 2018 San Antonio REI "Garage Sale". I know it must of been insane just preparing the returned items for sale and pricing them. There were 100's of frantically hunting that best deal REI members on the store's floor.



Wendy/Becky helped me in a very stressful situation.



I am not usually impressed. Nor do I write many comments for anything.

The employees were very friendly and welcoming, and assisted me through my entire purchase

This comment is regarding a specific individual (Shane, we did not catch his last name) at the REI on Rt 10 in East Hanover, NJ. Shane has helped my husband and myself on two occasions now and is truly excellent. We both work in areas of customer service agree this individual deserves recognition. He was knowledgable about the products (in our case, mainly ski clothes), extremely helpful and went above and beyond to be efficient while we had two kids in tow and meet our needs. We hope this makes its way to him somehow!

I love REI! I only shop for outdoor and fitness things at REI. Everyone that works there (even on their online chat!) is extremely nice and helpful. While their prices may be a little more than others, they have a 100% satisfaction guarantee for as long as you have the product. I had a headlamp that after 6 months randomly stopped working and I took it in to my local store and they gave me my money back! I will always shop at REI!

I buy stuff here. Good place. Decent products. Can't beat the return policy.