REI Headquarters

Reviews

• 11

  1991

  Jan 14, 2026
  1.0
  Ordered an item as a gift here, arrived a week later than the estimated date on the order confirmation so it arrived late, I received the wrong item in a mispackaged box. I’m still waiting for a refund which I was told can take up to 3-4 weeks. They like to advertise I year return policy, but if they send you the wrong item you’re stuck hoping they refund you in time if you need to make a dispute with your bank, also 3-4 weeks is a long time to have a charge on your account when I had to buy another gift elsewhere for my partner. Will update if they end up making it right Edit: they sent me an email that says their decision is final and I’m stuck with a $255 charge for an item I didn’t receive! Scam company!
• RA

  Rhylen Amado

  Jan 3, 2026
  1.0
  We placed this shoes at our local REI. It was shipped from this location. And this is how it arrived, its definitely a used shoe. No card stock in the foot wheel and shoes were not even line the right way. Not tied its like they didn't even check it before shipping it. How disappointing.
• MP

  Maria Pacheco

  Dec 22, 2025
  1.0
  I went into an REI store to make a purchase and explained to the sales associate that we already had a membership and were not interested in purchasing another one. Unfortunately, one of the items I wanted was out of stock, and the associate repeatedly pushed the idea of purchasing a $30 membership in exchange for a $30 credit. Despite initially declining, I eventually agreed and purchased an additional membership to support REI. Today, when checking the status of my order, I discovered that my items were cancelled, meaning they will not arrive on time. I contacted customer service and explained that I never wanted the membership to begin with and that I would now be purchasing my items directly from the manufacturer. I requested a refund for the membership. Stacey, the representative handling refunds, assured me that I would receive a full refund within two weeks and apologized for the inconvenience. She offered overnight shipping, which I declined, as at this point I no longer felt comfortable supporting REI. Shortly after ending the call, I received an email stating my refund had been processed. However, the refund shows a $30 “general adjustment” minus $10, meaning only $20 was refunded. Now, in the middle of the holiday season, I’m once again trying to get in touch with customer service to resolve an issue that should have been handled correctly the first time. This experience has been incredibly frustrating and disappointing.
• CB

  Cyndi Balon

  Dec 11, 2025
  2.0
  I ordered a Christmas gift from REI and it was delivered on 12/11 in the evening. The delivery was from a company called Better Trucks. A small Chevy pulled into my driveway and the passenger door opened and the package was thrown onto my sidewalk approximately 20' from my front porch. I only knew it was delivered because I have 2 cameras. I have been an REI customer for over 25 years and I am very disappointed in the way my package was delivered.
• CL

  Chad Lawrence

  Dec 8, 2025
  2.0
  I'm very disappointed and frustrated with my latest experience with REI. I've been a member with REI since 1998. I normally shop in my local stores here in the Denver area. This past week I ordered a jacket for my daughter online and had it shipped to my house. The shopping experience for my daughter quickly fell apart once it arrived in the hands of the carrier OnTac. OnTrac made false claims that they had attempted delivery and also claimed they needed an access code. We don't live a gated community, and no access code is needed. The address provided to REI was somehow altered by OnTac to an incorrect format. I tried for hours to contact OnTac, and I also tried contacting REI several times for assistance with OnTac. I also read online reviews regarding OnTrac, 8 out of 10 reviews of OnTrac we negative. I was able to arrange a replacement shipment for the jacket I was wanting to gift to my daughter. It has been the most stressful experience with REI I've ever had to deal with. I'm hoping my daughter's jacket arrives by December 12th via UPS this time.

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