Review Time
All the phone representatives were friendly, but only one provided any real assistance. It took over three hours spread across a week for my order to process, and no one from the company could explain the delays. I placed two orders a few days apart; one went through, the other did not. Perhaps there was a payment issue, but attempts to retry were unsuccessful. For my third order, I worked with a representative over the phone, using a different payment method, but it was rejected due to alleged violations of terms of use. I received this notice three days after placing the order. The company sent me the terms I supposedly violated, but no one could clarify which specific terms were in question. The representative who took my third order assured me that if I didn’t get rejected within an hour, everything was fine. However, another representative later said that it was only confirmed once I received a tracking number. The fourth order faced the same issue with a different payment method and was rejected again. On my fifth attempt, a representative managed to get assistance from someone in a different department to help process my order. An hour passed without rejection, but it still wasn’t processing. After more than a week from my first attempt and 28 hours after my fifth try, my order finally shipped, and I received a tracking number. Why did I persist? I had a deadline, and after the third failure, they offered expedited shipping. Plus, it was the same item I had successfully ordered days earlier, which I liked enough to order again as a gift. I wanted to formally report my issues to the company, but the representative said that wasn't possible. She offered to summarize my concerns and escalate them, but I couldn’t speak to a higher authority directly. Will I order from this company again? It depends on whether I receive a response. No response means no more orders. It seems like a fixable issue, but it was certainly frustrating.
All the phone reps were pleasant to work with. Only 1 was helpful. It took 3+ hours over the course of a week to get my order to go through. No one on the REI end can tell me why. I placed 2 orders several days apart. One worked, one didn’t. Maybe a payment issue, try again, nope, still rejected. 3rd order, placed over the phone with a REI person holding my hand and a different payment method was rejected for me violating their terms of use. That notice came 3 days after I ordered. REI sent their terms which I violated and no one could help me discover which ones I violated.The phone rep who took order #3 assured me that if I didn’t get rejected within an hour, my order was good to go. Different rep said no, it’s only good once you get a tracking #. 4th order same deal but different payment method. Rejected.5th try REI phone guy got a back room person to shepherd my order thru. An hour came and went, no rejection, but not processing.More than a week my first attempt and 28 hours after my 5th attempt, my order finally shipped and I got a tracking #. Why did I keep at it? I had a deadline and after the 3rd failure they offered expedited shipping. Also, it was the same item I had ordered successfully a few days before and I liked it so much I ordered a second one as a gift.I wanted to send a written account of my issue to REI. Phone rep says that is impossible, but she would summarize and send my comments up the line and I would get a response. No, she could no put a higher up person in the line.Will I order from REI ever again? Depends on what, if any response I get from them. No response, no more orders. Understandable, fixable issue, maybe.
KELLY Stathos Store Manager has personally ruined the REI Brand in this Reading store for me. I habe been a paid member/ customer for 21+ years and have spent over 30K Dollars on gear here i wish I could return it all now not just my failed Yakima Roof box. The Brand is dying and it's because of leadership like her. I went to the top and haven't heard back so the social media campaign is just starting. I will not be happy until REI is out of business now. I was treated so poorly by this women and then no response from up management a week later. Yakima has made it right by their life time warranty but no thanks to REI. The 1year customer 100% satisfaction guarantee is complete bull shit. They have blocked my online reviews on Social media and a attempt to stop for airing my grievances. In reaserching this i have learned so much more about the company that I want share here...In another review II saw Kelly also called the police on other customers as she did to me and the police were also apologizing for her behavior like it's a common thing. The police and shared a good chuckle at her and the stores expense. Once again. I remind you I spent 30k here over the course of 21+ years as member... it's not the first poor experience but this one was over the top. Not all employees here are awful but Kelly Stathos Store manager, has to go for this storevto even slightly have a chance to Manager,Please read the attached article and send complaints to CEO Mary Beth Laughton.Links aren't allowed here but please Google REI from CO-OP to Corparate
I became a member of REI 50 years ago. Back then they would send you a catalogue and you'ld fill out the order form, write a check and send both in. Your outdoor stuff would arrive at the front door in about 2 weeks. Now their gear is outrageously expensive,.....but you get a 10% dividend on it. My wife bought $2,300 worth of camping gear and received a $230 dividend, which she really couldn't use because she had already bought everything she needed. I purchased a winter jacket at REI for just over $230 to spend the dividend before it lapsed. In return I got a $23 dividend. I went in to spend it before 2026 and couldn't really find anything for $23 that was reasonable, besides power bars. The bike shoe cleats I finally bought after wandering the store for 1/2 hour cost $34, which could have been purchased at a bike shop for $22 or on Amazon for $18, all being the same brand name and model. Even with the 10% dividend they were over priced. 50 years ago they had the highest quality equipment no one else carried for a great pice. Now REI is an expensive rip off outdoor boutique. Plus, with so much theft their employees stand around like vultures staring at you. I hate going in there.
I would give -10 stars if I could! REI have got to be the most incompetent company I have ever dealt with. Tried to order E-Gift cards online and they cancelled my order for NO reason! They couldn't tell me why! I placed another order 3 days later and the charge was just sitting there pending ! Chatted on their chat system and their staff were utterly useless ! They couldn't tell me if they would honour my order or not OR when it would be processed! AS it was a GIFT and didn't want to be let down last minute I told them to cancel the order! Absolutely USELESS ! I did also point out all the negative feedback they had on Trustpilot! NO COMMENT ! AVOID REI and save your self stress!
We’ve had a largely positive experience at REI, and as REI customers/members, for, I’m guessing, 50 years.Our experience has been a combination of retail store and eCommerce (web) transactions. The Bedford, NH store, in particular, is quite good. The Conway, NH Bike Shop manager was remarkably lazy, delivering a >$3,000.00 bicycle. The Reading, MA store, very good; great staff. The Boston, MA store, my least favorite, I find the staff rood, and NOT customer-centric. I’m not sure the real reason for the Boston, MA store closing, but, my impression is that the staff/leadership of that store did NOT contribute to the store’s longevity. That store (Boston) should have been a gold mine for REI, with Boston University around the corner, the Ski Market and Eastern Mountain Sports, long gone, and multiple other colleges and hospitals, nearby. There is no shortage of athletes/outdoor enthusiasts, with financial capacity, in the area.We like many REI products, and, most notably, we like REI’s return policy. We go out of our way to make purchases at REI, based on their return policy, which far outperforms LL Bean’s return policy.The icing on the cake, for us, is our annual REI Co-Op rebate, which creates great value. From reading the other reviews, it is clear that REI has some work to do. I hope REI listens to the voice of their customer, and takes corrective action.
Claim your business profile now and gain access to all features and respond to customer reviews.
REI is the world's premier outdoor gear store. Find everything you need for outdoor adventure right here. We offer a tremendous selection of equipment and clothing for camping and hiking, cycling, climbing, kayaking, skiing and many more outdoor activities. All products sold by REI are backed by a 100% satisfaction guarantee.
fitnesswarehousedeals.com
snaintongolf.co.uk
www.skatestore.com
gelballundercover.com.au
mysterykits.co.uk
cricketdirect.co.uk
titanbody.com
blackbearfitness.co.uk
chekinstitute.com
directrunning.co.uk