REI Reviews 

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!

REI used to be a great place to purchase high end equipment. You also paid a high end price, but you used to get what you paid for. They used to stand by their products no matter what. Now if you're even a little out of warranty you are SOL. The associates are smug and think highly of themselves. It's really too bad. REI used to be a great place to get great equipment. From now on Columbia will get my business.

Rei has terrible customer service. I have been to both of the SLC stores asking about bike racks. I received such a blah attitude from both associates.
Scheels now gets my business. They are polite and engaged and clearly want to make the sale.
See ya later REI!

I ordered Tidle Longline hooded puffer coat £39.99 in November. I emailed in December l got a reply tosay my item was on the way.

I emailed in January and got a reply they will refund my money.

I emailed again week ago, no reply.

This website is a scam! I do not recommend and l repeat l do not recoment!

I had contacted company for a manufacturing idea & received a generic response. Frustrating when an individual tries to make a better product design & companies "blow you off"

REI refuses to honor their one year return policy even though that’s what they push you every time you go to their store to become a member because you get a 1-return policy.

I bought two high-end shorts but the size was too small. I was deployed and when I came back, I tried to return it and they refused to accept it even though it’s only worn once.

They said it’s been six months and they wouldn’t take it back. Sorry I was deployed for work and the size is too small!

It looks like REI is going out of business as they are laying off their employees and they’re refusing to honor what they promote as a one-year 365 day moneyback guarantee.

I shop at REI and paid them three times the price of something that I can buy on Amazon is to know that I can get a one year return policy, and they’re not gonna be the honor their return policy anymore. I’ll just shop on Amazon and save money versus giving REI the money 3x more

The only reason I gave 1 star is because there isn’t a “no star” option.
REI charges a return shipping fee for items ordered that do not fit right. Any company needs to realize with shoe sizing, it’s not an exact. Offer free returns on exchanges of the same style or at least 1 free return. REI doesn’t offer this.
Essentially, it’s $5.99 to try on their shoes based on described sizing if you have to return them. It’s a risk, buy from someone who will back their product and take care of their customers.

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.

I bought a new pair of $150 Altra sneakers with my membership because they had the 1-year exchange. Buying them and shopping there was very pleasant. The shoes have gotten holes in them and the tread wore out very quickly. I went to return them and was told that I could not because they are worn down. That is exactly why I wanted to return them. I typically buy a pair of shoes for $50-$60 and they last a year and then become my junk shoes. I figured if I was spending $150 on a pair, I would at least get a year, but instead, they only lasted 6 months. I can buy the same pair of sneakers on Amazon for less than $80. Why would I spend more at REI if they don't honor their 1-year return? I will never buy an overpriced pair from them again.

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".

Off-season I bought my wife a REI brand "organic clothing elwy bib snow pants" online for her birthday in April. This winter on our first ski trip we realized that it was defective (the zipper was put on wrong). We took it to the hingham MA store and they agreed it was made wrong and could not be fixed but refused to exchange because we didn't pay to be members and it was more than three months after purchasing. Of course its more than three months, it was summer time and these ski pants for the winter! This is the most shameful business model: "We don't stand by our products because they suck, therefore you should pay us more and buy a membership for the honor of returning the defective trash products we sell you". I will never shop here again!

Purchased a gift pair of Men’s joggers from discount rack, along with 2nd pair. Went to pay. Cashier rings up over $62. I asked if they were not on sale. She says no. Okay I pay go back to the rack and find the same pants for $19.96 including tax! Big difference.Go back to cashier and explain to a different person. Now the original cashier says . “ I put in a different code”.. yes major mistake . What if there had not been a second pair?
Then I have to return both pairs because didn’t fit my husband. I purchased a very expensive pair of joggers. Went to exchange and they never credited me back the tax. Ya can’t win. I should have checked my bill, but honestly after being in the store for over 90min, I was negligent. Just check your bill.. can’t expect anyone to do their job properly these days.. as far as the quality of the Patagonia joggers, they are superb.

Same old story everywhere! Order promised by Dec 29 (7 day delivery) and no item delivered and NO updates online. Still says Dec 29. Have to call to get "oh, now coming on Jan 3" Too bad we are skiing on Jan 1 and NEED item.

I don’t frequent REI because of their prices, but every once in a while I do go there to buy items such as shoes or winter clothing because of assumed quality. At the end of August I purchased a pair of On running shoes for my teen, who wears them pretty much daily. I believe I paid about $160 or $170 for them. About two weeks ago, in October, he showed me that the soles are falling apart. I went to REI today to exchange them. I was told that their effective life has expired and that because they are running shoes, they should only last 400 miles, I asked the manager how I’m supposed to measure that and to please show me where I can find that information, of course he didn’t. Also, he told me I can call the manufacturer, but REI would not exchange them. Two and a half months, that’s how long they lasted. I guess I should attach my son to an odometer so I can figure out how many miles he walks/runs. I’ve purchased $60 running shoes that lasted 1-2 years!! I will never buy On’s again and I will never buy from REI again since I now know that they don’t stand behind the product they sell!! Calling tomorrow to cancel my 20-year membership.

I have ordered and received successfully the "Sahara Convertible Pants", which you can turn into shorts without taking your shoes off. Lightweigt and still reliable, as for now. I have no claims so far.

Bought in June 1000 dollars if sneakers to rotate I'm 66 In Nov bought another Saucony speed . One of my Saucony sneakers ripped manager said couldn't do any thing since 3 months are the average age. When asked about 1 yr she ignored me and said only if sneakers was still in pristine condition Been with. Them 39 yrs never returned When said I'd return everything she said she wouldn't accept them. I said fine I'd return new sneakers only 3 days old and quite unquote I'm not taking anything from you. Funny never returned or had problems She was rude and walked away while talking REI com said they'd do something needed to send them. I can't trust them the employees were super nice Manager was nasty when I said REI was a fraud for saying 1 yr satisfaction.just sent all my sneakers back online AND got full refund. Nothing was wrong and I had no history in 39 yrs of returning. Interesting bought 3 days a sneaker and told refund not happening. Took photo contacted credit company and REI said sneakers were excellent.They lost a customer for the rudeness and false advertising SAD

worst online shopping experience. order canceled for no reason.

Availability, the staff, the quality. I no longer shop in malls……..only REI. In fact my closets resemble REI STORES!!! This has been ongoing for a good long time.

They want me to pick a date below but it is in fact 365 days per year! THIS IS NOT A JOKE!!!!!!!!!!!! I also do online REI shopping! No doubt my numerous REI experiences have all been genuine.

Bought a bike in June. Broke down in July. July 24 to be exact. Brought hike in. No replacement. Unless I wanted to upgrade. Part for sensor won’t be available until October. Called today 11/2 still no part. Oh. But it’s on its way. Utterly disappointed. REI. do better!

My actual email exchanges, redacted, with REI.
Read from the bottom of the email to the top. I finally just threw the shoes away even though they were virtually new but heels kept coming off after only about a half dozen times wearing repairing them.

From:
xxxxxxxx
To:
REI

Sun, Jul 23 at 11:00 AM

Before I drive 100 miles to the nearest REI STORE in Tampa I purchased some gorilla glue to repair the heel. I’ll see if that holds up in $55 shoes that I bought from you that I had to repair the first time worn!

REI was founded in the 1930s while Amazon was founded in the 1990s. Maybe your management should take a few good customer service pointers from the new kid on the block!!!!!!’

I won’t be back!!!!!!

Sent from the all new AOL app for iOS

On Monday, July 17, 2023, 6:01 PM, REI > wrote:

Hi xxxxxx,

Thank you for reaching out.

You can do the return at the store as long as you know the order number and the information associated with your account. The order number is xxxxxxxxx.

Please let us know if there is anything else we can answer for you.

Tania U.
REI Customer Service

Find more answers on our Help Center.

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On Friday, July 14, 2023, 11:55 AM xxxxxxx wrote:

Customer email address:

Email Primary topic: Other

Order Number:

Customer issue: I purchased several items with a gift card between 6/18 - 24. The shoes i purchased, the first time worn, the heel came off. My problem is that I have already thrown away the receipts and the gift card information My name is xxxxxxxx and the mailing address is xxxxxxxxxx. Even if I can't get a return or replacement you need to know that the shoes, for which I paid, around $55 for are aparently very poor quality. If needed I can provide picture of the shoes and the detached heel.