REI

Reviews

• TB

  Tom Benzing

  Apr 20, 2026
  1.0
  They don't honor the warranty that I paid for from a jacket I bought some time ago.
• TT

  Triples7ven (Triples7ven)

  Apr 15, 2026
  1.0
  Nothing says "customer service" quite like being publicly scolded by a manager for using the return policy REI advertises. Daniel at REI Roseville made a point of calling out my return history in front of other customers, claiming my shoes had "over 500 miles" on them based on nothing more than his own guess, and threatening to leave notes on my account. I've been a member of REI since 1992. He also referred to my returns as "appeasements," which tells you everything you need to know about his attitude toward customers. REI advertises a one-year satisfaction guarantee. What I got instead was a public lecture, a completely unnecessary attempt to embarrass me, and a manager acting like he was there to scold me rather than help. He told me, in front of other customers, that this was "not my first return recently," announced that my return rate was 50%, pointed out that I had bought the same shoe in another color, and said he would leave notes on my account. What he conveniently left out is that I often buy multiple sizes or colors and return what does not work - all brand new - which is completely normal. Lastly, this was only the second used item I've ever returned - since 1992. REI Roseville turned a longtime customer into someone who now plans to avoid big purchases, stop using them for ski mounts, and possibly cancel a membership. Embarrassing behavior from a manager, and an even worse look for the store.
• ST

  Southwest Traveler

  Apr 13, 2026
  1.0
  Extremely disappointed with my experience at REI. I brought in a pair of shoes that are literally peeling apart and falling apart after only around ten hikes, what any reasonable person would consider premature failure for hiking footwear. Instead of standing behind the quality of the products they sell, the store manager dismissively labeled the issue as ‘wear and tear’ and refused to honor what should clearly be considered a product defect. What made the experience worse was the manager’s attitude—rude, condescending, and completely unwilling to engage in any reasonable discussion or customer service. Rather than even attempting to evaluate the situation fairly, she hid behind policy language and treated me as though I was trying to scam the store. REI markets itself as a premium outdoor retailer that stands behind its gear, yet this experience showed me that promise apparently disappears the moment there is an actual issue. REI’s stated policy says manufacturing defects may be returned, while ordinary wear and tear may not. Apparently at this location, shoes falling apart after minimal use somehow counts as ‘normal.’ Store Return Policy If this is how REI now treats loyal customers when the products they sell fail prematurely, I am DONE shopping here.
• JJ

  James

  Apr 2, 2026
  5.0
  Nice place for your outdoor needs. Customer service is great, they even have a bike repair spot there. Break a chain ? Brakes need to be fixed ? Tune-up and cleaned ? They do it all there.
• ZH

  Zoe Haskins

  Mar 9, 2026
  5.0
  Super friendly staff, Donovan at the shoe section was very knowledgeable and helpful with making sure I got the correct fit.

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