REI

Reviews

• RW

  Richard Wang

  Nov 16, 2025
  1.0
  Like others have mentioned, the customer experience here is disappointing. I came in to return an item that didn’t work for me, and the agent, Alina, gave me a long lecture about how my return was “hurting the co-op program” and that I could even be banned from membership. This was my first return after more than 10 purchases. She then refused to provide a printed receipt and simply walked away. When I brought this up to the manager, I was told that she had an eight-hour shift and had processed a lot of returns that day. I’m not sure why that matters—having a long day doesn’t justify refusing basic customer service like providing a receipt. Overall, the interaction was unprofessional and left a really negative impression.
• LS

  Lohem Sapphire

  Oct 30, 2025
  1.0
  Why Rei needs self checkout & Ai to inspect return items ? Last week, I went to the store to return a pair of shoes because I needed a larger size (2E). I was assisted by a staff member named Anabella (if I spelled that correctly). She mentioned that the shoes were “dirty” and said she couldn’t accept them due to a new policy. She also told me, in a rather dismissive tone, that if I wanted to return items, I needed to clean them first so they could be reshelved.To clarify, I went to the resupply area and picked up another pair of shoes that were actually dirtier than mine and asked her why my shoes were rejected when those were not. She responded that the other pair had been accepted before the new policy took effect. I then asked when this new policy started, as I’ve been a member for 3–4 years and hadn’t heard of it. Instead of checking, she became irritated and told me to stop asking questions.So, I went to another register, and the staff there inspected my shoes and said they were clean and in acceptable condition, and he would love to processed my return without any issue.I’ve always preferred buying my sports gear from REI rather than directly from manufacturers online or Amazon, even when prices are lower. I enjoy visiting the store—it’s refreshing to shop in person after a long day at the office. However, that day’s experience really spoiled my mood. I lost the desire to continue shopping and decided to take a break from purchasing at REI altogether.
• VP

  Vaishnavi Patil

  Oct 22, 2025
  5.0
  We had a wonderful experience at REI thanks to the Kathy who helped us find the perfect size of hiking shoes. She was very knowledgeable and patient, taking the time to explain the benefits of tying different types of knots for better comfort and support. She also shared great insights about the importance of wearing proper hiking socks, which we had never thought about before. She was friendly, talkative, and clearly passionate about what she does. Overall, her expertise made our shopping experience enjoyable and informative. Highly recommend Kathy’s assistance to anyone visiting the store!😊😊😊
• KB

  Kevin Bustamante

  Aug 31, 2025
  5.0
  Overall nice place. Would go back!
• DH

  David Hauswirth

  Jul 26, 2025
  3.0
  We were having a wonderful time in the store but the lady working in the shoe section on Saturday July 26th was very "Karenish" and made our experience terrible. Very passive aggressive. Avoid her.

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