REI Reviews 393

HEY REI
NOTICE THAT CAPITOL ONE, YOUR BANK CARD, IS SCORED 1.3 WITH OVER 3,000 REVIEWS. As a store, you're nothing special, but you trapped me into getting a card with this bank, and for that
I WILL NEVER FORGIVE YOU. NOW I HAVE TO TAKE THEM TO COURT.

They lock me out of my card and prevent me from paying it off and cancelling the card: gave them my SS, my bank, my DL and still they lock me out because now they want the "back of my DL" as if a guy trying to pay off and cancel a card could be a hacker! All because I "changed my cell number."

There are several REI stores in my Orange County, CA shopping area. None are well-stocked. All are stuffed with clothing at the ends of the size spectrum, but almost completely lacking in the most popular sizes. It makes no difference what style or price, sale items or full cost, the selection seems curated for midgets or giants. This wouldn't be a big deal if their online platform wasn't an absolute disaster that all-to-often leads to the wrong item or wrong size delivered late. I can get every item they sell elsewhere without the disappointments, delays, and delivery nightmares I've come to expect from REI.

Horrible! Horrible Horrible! The box was damaged the item packaging was ripped and the item was used instead of new! It’s been 2 weeks and I have yet to receive the refund. Shame on them!

I tried to return two items I purchased online—one received the day before with a receipt, and one received two days earlier without a receipt. Both didn’t fit and felt used upon arrival.
At the store, the cashier was rude, accusatory, and unprofessional—insisting I had worn and washed the items, raising his voice, and telling me “I’d rather you not shop with us.” I was humiliated and shocked by the treatment, especially as a loyal REI customer who’s spent thousands of dollars.the experience left me feeling disrespected and unwelcome. I hope REI takes this seriously—this is not how customers should be treated. 9:53 a.m this morning

REI is a company bloated with self-importance. Because its is a "co-op" everything is done with corporate grandiosity. I ordered a particular make of Hoka shoes. I paid and they sent the wrong shoes . I returned them.
I ordered a second time and paid again without receiving a refund of what I paid the first time. Wrong again!
They can't fill a simple shoe order. They collect after every error and don't do timely refunds. AVOID!

I bought a pair of hoka shoes because of my leg and feet problems and I only had them four months and the sole was coming apart from the upper and your store would not stand behind the replacement promise because they said the sole was too worn out, which was completely ridiculous. I do not like stores that lie about their promises so I am sharing this to tell other people to not shop there.

Got a flat, called, a recorded voice said "flats fixed while you wait". Took an UBER XL there only to have to haul my heavy e-bike to the back of their store. I waited five minutes while one of the wrenches filled out paperwork on a bike he just finished. He looked at my bike and quoted me $64.50 PLUS PARTS. I said "that's an awful lot!" He said "Because it's an e-bike". The last time I took it off, it took me less than two minutes - no different than a regular bike - just unplug a chord. While I was talking to him he decided that the next guy was more important and ignored me. The other mechanic walked up and I thought she was going to take care of me, but instead she asked another guy who had walked up behind me if HE had any questions... I couldn't believe it! I said "Not only are you way too expensive, you are rude too - I'm not giving you my business!" I had to get an Uber home, of course. I think they Need to check themselves - they ain't all that. Take your bike to Z bike - they are kind, knowledgeable and are much more affordable.

I ordered an item that was dropshipped. The manufacturer shipped the wrong item. Not REI's fault. I asked what to do and they said return it and order again. Same wrong item again. So I asked them to straighten it out with the manufacturer. But all they would do was leave a message with the manufacturer and tell me that they expected a reply in 3-5 days. Then nothing. I had to contact them again, and they told me the same story. Over and over again. Now it's six weeks since my original order and they never offer me any resolution except to keep waiting. So I gave up and bought my item somewhere else, and I won't order from them again.

I recently had a very disappointing experience with REI that I feel compelled to share. About 3 weeks ago, I visited the store to replace a Yeti ice pack I mistakenly purchased in a larger size. To my shock, I was informed that I have been blocked from returning any items at REI, effective November 2024.

I was told that I had been notified about this via email and mail, but I have not received any such communication. In recent months, I made several significant purchases, including a Patagonia backpack and a Yeti cooler, both bought at full price, trusting that REI's customer service was reliable and accommodating.

Now, I'm being told that if there are any issues with these items or any of my past purchases, I won't be able to return them. This feels unreasonable and unethical for a loyal customer. I was never informed about this policy change, and I have always believed in the customer service principles that REI representatives emphasize in-store.

To make matters worse, I have been trying to reach out via email for the past three weeks with no response. When I finally called, I was told that the department handling this issue doesn't have a phone number, and they could only forward my email and request that they prioritize a response. This is simply ridiculous.

I believe it's unethical to impose such restrictions without proper notification. I hope REI takes this feedback seriously and addresses these issues to reflect the values they claim to uphold.

I used to love REI and its concept of a co-op. I now realize this is just marketing. I had a large order of full priced items in my cart waiting for the sale. Most items were ineligible. I entered a $15 off coupon I received in the mail. It was allocated at mere dollars and cents across all my items leading me to lose a significant Member reward. I take the overall price into effect when purchasing. REI is more expensive than other shops and I order there for the 'feel-good' marketing. Despite my immediately reaching out to REI to undo the coupon code or cancel the order, I was told that the order cannot be cancelled and in order to unwind the alleged coupon I had to wait for my items to be delivered and then enter the return process. This is ridiculous since even these reviews show that orders can be cancelled. I do not believe that they cannot cancel an order less than an hour after it is placed or at the least make another accommodation. I am running out of places to shop.

As a longtime REI customer and enjoyed a long tradition of excellent service I went to the store in Corte Madera Tuesday, July 1 and stood around and could find no help in the backpack section for 15 minutes. One of the sales associate said I gotta do lately before I leave I can’t help you Will never return again.

I purchased an REI Brand tent 2 man 3 pole approx 3.5 years ago used it one time and then put it away in storage. I pulled it out yesterday and found all bungy cords running thru the center of tent poles had lost all elasticity so I called REI and the gal on the phone told me that they can repair them and it would only cost 0.35 cents a lineal foot. I said ok and drove out to the store and ended up paying $52.00 when it should have been $7.00. I was misled by them and they took no responsibility. I spoke with the manager and he completely kept ignoring my primary complaint of what I was quoted before I drove out. I have been a member since 1992 and have made many many purchases over the years REI is now minus one customer due to this over charge.

With the advent of REI workers liberation, the time has come to directly address those peakbaggers living at REI hq. We solved Eiger. We conquered the Seven while you were still suckling at your mother’s breast. Why do you fear my simple gaze?

Where’s the zero star option? Seriously, never again. Don’t buy and definitely don’t buy online.
Take about side stepping, if it was a dance competition they’d win hands down.
Holy moly they are the most incredibly lost delivery company I’ve ever had the displeasure of working with.

As a member of REI for over 40 years, it’s heartbreaking to witness the steady decline of a company that once stood as the gold standard for outdoor adventure, education, and community. REI is no longer the organization envisioned by Mary and Lloyd Anderson. The spirit of cooperation, quality, and passion for the outdoors that defined REI for decades has been replaced with cost-cutting measures and subpar services that betray the trust and loyalty of its longtime members.

Customer service has suffered dramatically, and one clear example is their use of OnTrack delivery service—an unreliable partner that consistently fails to deliver packages or provide accountability when things go wrong. This kind of decision reflects a troubling shift in priorities away from customer satisfaction and integrity.

Perhaps most disappointing of all is the recent shutdown of the REI Adventures program. For decades, REI led the way in outdoor education and guided travel, offering transformative experiences that connected people to nature and to each other. Now, that legacy has been cast aside.

REI once meant something. It stood for quality, community, and a shared love of the outdoors. Today, sadly, it feels like just another retailer chasing margins instead of meaning. I never thought I’d say this, but after 40 years of loyalty, I’m questioning my place in the co-op.

I have been an rei member for a long time. I have had some troubles recently but this was the last straw - I ordered things from the annual sale - they canceled an order even though I could order it online again, they had packages for me to pick up but when I went to pick them up -they said I needed a different payment - I went to amex and showed them the charges were on my account - they could not figure it out. I asked them to cancel and they canceled one order but not the other so I had to call and spend another hour on the phone to get it cancelled. REI has gone so down hill recently it is surprising

The products and stores are great but their online ordering is brutal. They give false promises on availability, constantly change delivery dates and cancel orders when they say they still have the items in stock. Do better!

Poor customer service! Do not buy anything online as it will not be delivered on time or at all. Went to customer service and all they told me was to waist a couple more days or they could replace and would take several more days. Purchased a birthday gift for day before delivery and no updates for over 3 days as to where package is. Unreliable, untirstworthy and no customer support.

Was advised to buy a pair of shoes from here hoka bondi 9 and they fell apart in less than a month and was told that was normal wear and tear. Halle the manger in Westbrook Maine looked me in the eyes and said three weeks for a shoe like this is normal. They are selling defective products with no care to the customer my foot fell right through the mesh in these shoes in less than a month

Why send a catalogue that has no prices?
% off of what?
Waste of time