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.
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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.