REIReviews of rei.com

Unfortunately, REI has decided that a dollar is more important than keeping out National Parks safe for current and future generations. Since REI has decided to support oil drilling and logging, I will no longer support REI. I sincerely hope more Colorado and California REI member will make the same decision and find local, or at least not greedy, alternatives.

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.

If you purchase something online, they put a hold for that amount on your card then charge you again when you pick the item up. Therefore, you could end up in an overdrawn scenario since you will be charged again until the original hold drops off. I bought a 600$ pair of bibs online, when I went to pick them up, another 600$ charge went on my account.

Bought an online gift card, received an email saying it had been sent but it didn't arrive so I used the contact form as stated on my email, no reply despite it saying there would be a response within 48hrs. So I completed the form again, still no reply. This company has stolen $150 from me. BEWARE

REI hates service animals. My wife who has a real disability has a real service animal and they harassed her non stop in the store. Every employee in the store kept stopping her and asking her if he was a service animal and she even showed his tags which was not required by law. They literally drove her out of the store. I wrote the company and their response was that it was their policy and if she came back with the dog, she could expect the same. Then I reported a defect in some pants they sold and returned them more than once and they told me maybe I should stop buying them. I told them I was trying another pair as I would not expect it to happen twice. I made an online review of these pants and they took it down! The last straw was when about 10 years later they did the same thing with shoes. They fell apart in three months and they told me they would not return them even though they have a return policy that says otherwise. They told me to go on line and read their expanded policy 🤣. I hope they go out of business, I will go to the location and video celebrate the day they do

We purchased our first Daypacks on Saturday 3/8 and the customer experience and knowledge that we got from Ms. Jennie was above 5 stars. Going on our first Camino de Santiago, we shopped around and REI (Willowbrook) was best choice for our gear. It was a busy day in the Backpack area and we finally got Jennie to fit us with the right packs, she made adjustments as needed and put us through the “weight test”, walked throughout the store and made sure we were comfortable with our packs. She definitely knows her gear and make a customer happy. Thanks Jennie

Terrible customer service. Used to be an excellent coop focused on members. Not any more. Wanted to swap a couple of bike tubes for a larger size. Unopened, brand new. Had been slightly more than a year. No, ridiculous. I canceled membership and will never return. Member for 25 years.

I worked here for two months and was let go. An employee who had been at the store for a while was unhappy that she hadn't gotten promoted. So when I, as an external applicant, came into the role that she wanted, she began looking for any opportunity to get me fired. I was reported for various innocuous comments including laughing at a PG-13 scenes in an Adam Sandler movie and telling stories of harmless, victimless pranks that I'd seen (not even been a part of). I was also falsely accused of giving an employee preferential treatment. I heard from multiple coworkers after I was let go that this person has been reporting people in my position for a while. No wonder they'd gone through 3 department managers in less than 6 months. I was placed on unpaid leave for an entire week before anyone in the company had the decency to tell me what was going on. HR refused to see that she was inflating and outright lying about a few things, and they let me go. But before I was let go, my manager removed me from any recurring meetings without speaking to me beforehand. Then I received my last paycheck as an off-cycle check, again before anyone had told me. So, I found out from my bank account that I was fired before anyone even spoke to me. At no point was any coaching given, no discussions were had, no one had told me that laughing about nonsense with coworkers in an outdoor-retail shop was inappropriate. I even provided examples of conversations that everyone in the store had that were along the lines of what I was reported for as an attempt to show that that was the culture of the store. But nope, HR didn't give a damn. All they saw was that I was reported for a few things and instead of using it as an opportunity to educate me or anyone else about culture, they canned me to set an example. Their policy is to skip coaching opportunities and get straight to termination. It's deplorable. Nothing that I said or did was unethical or inappropriate enough to warrant anything more than a quick conversation saying, "hey, don't laugh about pranks or PG-13 movies at work". But HR overreacted and fired me for it. This is the most overly sensitive, childish, and cowardly organization I've ever seen.