I have been an Rei member for 25 plus years and all my purchases, $ thousands im sure ! I tried to return a faulty product that was 2 months past rhe one year return policy. I had used the cooler maybe 5 times.
My neighborhood store where i purchased rhe cooler told me i was out of luck and to call the manufacturer! I am beyond upset with a company i have loved for 25 years and will not be going back, sadly they could care less!!!
Tried to return/exchange (in store) a REI brand sleeping back with a malfunctioning zipper. It was used only a few times, and is otherwise 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.
Purchased $200+ pair of Rayban sunglasses over a year ago; tried to exchange and was quoted the no return policy after a year. Asked to speak to a manager and he quoted the same policy. His name is Brad at the Columbia, Maryland location.
I asked why he would not exchange an item that is a stock item (saw another exact same pair on display) and he quoted the policy again. He told me to go to the website and look it up. I asked again why he wouldn’t exchange a stock item and he quoted the policy, again.
I told him it was the worst customer service I have experienced and he said his manager Joe and corporate would back him. I understand a policy is a policy but to lose a customer over a pair of sunglasses is ludicrous.
Please let me know if anything can be done about this; I am willing…
Today I went to your location in Winter Park, FL. Around 4:20p, 4:25p ish today I walked over to the sun hats. I picked up one hat, looked at it and picked up another. I went to put back the first hat and I kinda fumbled with it a little putting it back because the second hat I picked up by the little plastic tab, but that’s not how I picked up the first hat because it wasn’t hanging like that. I was there less than a minute, still trying to get my bearings when one of your employees just immediately jumps me and says “Can I show you how to put that back?” and asks me for the hat.
She was just real pushy. She proceeded to show me the plastic tab on that hat and how it goes on the rack. I’m not a toddler. I didn’t need to be shown that. I was going to put it back exactly how I took it off.…
I am traveling abroad and tried calling REI a number of times on Skype and each time I did the answering robot said we are having tech problems and hung up. That went on for a week or so. I was using the specified REI number.
Finally, I scoured around the REI website and found a chat line and thought that would do the job. Well the chat line worked well, but some tech problems seem to exist. The chat agent informed me that the two phone number I gave her did not match with my name, and the member number did not match with my name.
Now that is a first. In August I placed some big orders, at least for me, with REI, and now I am suspected of fraud for wanting to return a product that I bought using this same data for the transactions..
Keep in mind the we are having tech problems messages I…
REI lied when they said that the transition to CapitalOne credit card would be seemless. I tried to make a purchase today with my existing REI credit card because I HAVE NOT received a new one from CapitalOne - This is exactly what the REI transition letter said I should do. The transaction was REJECTED and I can NOT make any purchase at REI during their annual Labor Day sale. I am completely dissatisfied. Their customer service was absolutely NO help...Here is the complete chat session.
Hi! I'm a co-op virtual assistant. My job is to connect you to the right agent by asking a few up-front questions. Can I get your name? 4:48 pm Mark McCloskey 4:50 pm Thanks Mark McCloskey. Can we also get your email address? Don't worry, we'll only use it to pull up past conversations or orders. 4:50 pm…
Bike Maintenance in Gainesville FL (order 01348658) was promised for June 23. Today is June 27 and still no word.
Refused to do business with me in Des Moines, IA because I personally said I won’t wear a mask. I have given my hard earned money to REI for over 15 years as a member. I guess my loyalty should be given to another company that honors my decision to not wear a mask over my face, that’s not mandated or a law.
In January of this year my son, Evan Weisel (Alexandria VA), bought a set of Leki trekking poles at REI for a total cost of about $105. He is an REI member, as I have been for many years. The trekking poles were used by him to successfully complete the Leadville 100-mile run this August, and he then loaned them to me. I wanted them to use this last full week in Sept. for a week's hiking with a group of hikers in their late 70's as we took on hikes on or near the AT near McAfee Knob in SW VA. I also have a set of Leki poles bought many years ago at REI, but I loaned mine to a friend who had not tried using poles before.
At one point while hiking, I stumbled and caught myself using my poles. As a consequence, the lower section on the pole became slightly bent and is frozen in its position…
Note: I wrote this letter a month ago. I have delayed sending, making sure I did not write it, in anger, writing something I did not mean. I stand behind the letter. In fact, recently looking for a camping item on line, I was directed to your website. I immediately searched another site.
August 5, 2019
Dear Customer Service: A couple of weeks ago, I flew out to Denver to for my annual backpacking trip with family and friends. I was carrying my REI Half Dome tent which is 2-3 years old. When I started setting up my tent, I discovered that the elastic cord, holding the poles together, was no longer good. To set up my tent, I had to stuff the cord into the poles in order to connect the poles. The occasional gusts of wind did nothing to help my cause. It was so tedious stuffing the rcord in…
I am going to do the Camino 05/08. I began preparation for this on 4/05, by going to the REI in Friendswood, TX. I looked for an Osprey Talon 44 backpack. It was not available at the store, so the cashier ordered it for me. He requested payment to be able to place the order. I submitted a $100 REI gift card and a $25 Visa Gift card. Payment went through, he took my email address an Member #, and told me that it would be in the following week. At that time I went ahead and bought shoes and made an appointment for an outfitting so that it would coincide with the arrival of my backpack.
I returned the following week 04/10 for my outfitting with Derek Lucas. My bag hadn't arrived. He looked in his device and said that my backpack was in transit and that it should be arriving anytime. Derek…
It’s my 2nd winter to shop for ski jackets, shells, and there are not enough larger sizes for women,
The manager at the Ft.Collins location was rude,dismissive, not helpful, and would not abide by the company return policy.
I have been an REI member for many years. This is to complain about poor customer service at the REI store in Rockville, Md. On Nov. 2, 2018, I went there to pick up a product that I had ordered on line.
As I approached the counter, the female REI employee there rudely shouted at me that she was not going to wait on me because she already had a customer. A young man came over and was just as rude. He was curt, not at all friendly or courteous.
He gave me the product that I had ordered, but refused to explain how to use it. " In other words, "go away! I give these two employees a failing grade of "F" for customer service. Their behavior was inexcusable under any circumstances.
Plus the store was almost empty; there was no line at the counter.
I have spent a large majority of my outdoor recreation funds at REI, and the liberal return policy is one reason. For 37 years I bought stuff and returns a light and a pair of boots among the hundreds, perhaps thousands of items. I can find everything cheaper, but the one stop in person shopping and the return policy keeps me coming back.
Today I attempted to return a sleeping pad that was not used but 6 nights, due to health reasons I just got back into backpacking. So the pad I bought only received 2 nights camping use before the year was up. 4 more nights backpacking has proven this item will not work for me. People abusing the return policy prompted REI into changing their return policy. I recognize that. By not looking at my return history, and lumping me in with any customer just…
Not happy with my last (and probably last) REI online experience (3/23/18). I placed a clearance item (Keen men's sandal) in my "CART" to purchase and then continued shopping on the site to purchase more items in order to qualify for "free shipping" ($50+).
Without notice or warning to purchase the item or lose it, the Keen sandals were removed from "MY CART" with the message that "the item is no longer available". This online shopping experience is THE OPPOSITE OF USER FRIENDLY and only leads to upset customers.
I called the REI customer service number at 1-800-426-4840 to report a problem with my order. It is not so much a help hotline as a catch all for everything REI. Took a few minutes to get to a human, but ultimately had my problem solved.