REI

Reviews

• KS

  Kyle Schryver

  1 day ago
  5.0
  Had to leave a review because Frank, who helped us out in the snow section, was so incredible. Amazing knowledge of snowboarding and skiing. Gave us great advice on gear, renting vs buying, fit, and much more. Parking is ample here and the store is medium size for an REI. It was quite busy on a Sunday, had to wait a few times to be helped when trying on shoes but all the employees were in good spirits and very helpful. Place is clean and easy to navigate.
• AP

  Alberto Padilla

  4 days ago
  5.0
  I went early this week looking for a rain jacket for the winter and was a little lost as it was my first time in the store. I found myself in the footwear department (I was way off) and a friendly worker immediately greeted me at the shoe wall and asked if he could help me find anything and I asked where I could find the rain jackets. Although he could've easily just pointed me in the direction of the jackets the employee took the time to walk me to the department I was looking for and even waited until someone was able to further assist me with the jacket I had selected. The employee who further assisted me was Jeanie who was incredibly helpful in being quick to assist me with the jacket and also took time to thoroughly explain their membership benefits, something that ended up saving money on my purchase that day. It feels nice to have this type of experience especially with it being my first impression of the store. Awesome selection, staff and deals. I will definitely be doing some Christmas shopping here if this the level of customer service I can expect.
• SS

  Sam

  Nov 15, 2025
  1.0
  In my opinion, the one-star reviews for this store are completely understandable. After my own experience, I feel the store’s policies are extremely inconvenient and customer-unfriendly. It often feels like the rules are designed in a way that makes simple issues far more frustrating than they need to be. I left feeling disappointed and unlikely to return, and I can see why others have had similar reactions. It even makes me feel as though it wouldn’t be surprising if locations struggled over time, given how many customers seem to share these frustrations.
• SP

  sumitra pathak

  Nov 15, 2025
  3.0
  Extremely Disappointed - Will Not Be Returning to Any REI Store I had a terrible experience at the REI store in Sunnyvale. Two days ago, they encouraged me to sign up for the $30 lifetime membership, which I agreed to because I expected reliable service. I checked in my e-bike for repairs, and today I received an email saying they cannot fix it. What’s most frustrating is that no one informed me at the time of drop-off that the bike might not be repairable or that it would take days just to determine this. Clear communication should be the minimum standard, especially for a store known for customer service. On top of that, when I requested a refund for the membership, since I received no value from it, they refused. It feels misleading to push a membership and then provide no meaningful support. This entire experience has been incredibly disappointing, and I won’t be visiting any REI store in the future. I hope they seriously reconsider their communication practices and membership policies. Update -After several attempts I was able to speak to the Store Manager - Mark, he was polite and genuinely wanted to help me. He apologized for whatever happened and refunded me the $30 and also offered to keep my membership. I appreciate you Mark!
• JF

  Joel Fajardo

  Nov 9, 2025
  1.0
  Called to get an estimate and turn around time on some work for my bike. Bike shop said they were open till 7:30, I drove 20 minutes across town to get told they close at 7:00. Literally a waste of gas and time, as a member I will be taking my bike repair needs elsewhere out of spite. Saratoga REI is nicer anyways, no wonder this location has no queue for services. HORRIBLE

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