REI Headquarters

Reviews

• AA

  Alex

  Aug 7, 2026
  2.0
  Offer decent product selection. Customer service staff are respectful, patient, and usually helpful. Aside from that, everything else is frustrating. Cashiers often express little efficiency/urgency - line wrapping through the store, chatting for 10+ min. Rarely sufficiently stocked. Popular items (e.g. Merrell Moab 3) run out after a few hours to a week. Online / remote returns are abysmal - product could be received, delivered, yet sit there for weeks. Refund delayed per warehouse employees' deliberation. Used gear/clearance/sale always horrible deals - priced only slightly under MSRP. Used gear presenting excessive wear (i.e. shoes missing almost all tread, poles beat and scratched, bags discolored) yet MAYBE $50 under MSRP. REI is the Starbucks of outdoor stores: gets away with mediocrity because they're the most iconic brand who monopolized the outdoor industry.
• RR

  Randy Roosekrans

  Jul 14, 2026
  1.0
  Our bank instructed us to speak with REI regarding 2 fraudulent transactions that appeared on our statement. Both transactions were just north of $100, and neither can be reversed because REI provided our bank documentation "that shows that the transactions were authorized." No other information was provided, so presumably the documentation provided was REI's simple confirmation that a transaction of some type occurred. These must have been magical "authorized" transactions, as they were tracked as having been completed in person in Oakland, California. We live in Atlanta and have never visited Oakland. The key variable, however, is that we have never made any purchases from any REI vendors in any location ever. When presented with these facts, REI's Fraud & Scam Alerts team said...nothing. Though I have contacted their team via their public website, their company board's group email address, and direclty to individual board members, their team has remained radio silent for over 4 months. REI's Security page opens with "At REI, protecting the privacy and security of our customers and members is a top priority." I'm more than a bit skeptical. The same page also notes that "If you encounter a suspicious website, a scam claiming to be REI, or wish to verify if a communication is official, you can reach their customer support directly." It's a shame that the scope of their assistance doesn't include actually investigating legitimate fraudulent transactions. If you're a fan of camping, hiking, cycling, and other outdoor activities, you might want to consider purchasing your gear from Backcountry, Sierra, Patagonia, Sports Basement, or any other high-quality vendors other than REI. It would be unfortunate if you found yourself in the same position as us, where no one from any of REI's departments - including their Board of Directors - appears to care if you are a victim of fraud.

Frequently Asked Questions About REI Headquarters