rei.com

Order rejected 4 times, no one can tell me why. Mid Jan 2026, Good item, miserable order process.

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.

Date of experience: Jan 20, 2026