REI

Reviews

• KI

  Kam I

  Apr 4, 2026
  1.0
  I visited this location today with my wife and my Black Labrador service dog to pick up a pair of Hokas. One gentleman near the Online Pick up asked me nicely if my dog was a service dog and I replied yes. He then said great thank you and walked away. So I am heading up stairs to the shoe section to switch out a 7 women’s size to a 6.5. I walked over to a gentleman named Malcolm and asked him may I have some help or are you currently helping someone? He immediately replied “is that a service dog” I replied yes, his exact words then were “okay that’s a conflict”. I had my service animal with me and he refused me service. He then said “what you need” talking very unprofessionally. I told him I needed assistance with a different shoe size swap out, he said he will get some for me. Nobody ever came to assist me, we were waiting for someone for over 10 minutes as he is walking around asking everybody else upstairs if they needed help. I went to him and asked him “hey did you page someone to help me” he got very hostile with me like he was about to physically put his hands on me and assault me, I felt threatened! I felt this was discriminatory and really is grounds for a lawsuit. So He got very hostile with me and said to me “now you’re definitely not getting my help, I’m going to give you Shannon. Shannon came and assisted me and my wife she was very nice, we finished conducting our business and left. Also, my service animal was just laying on the ground not bothering anyone.. MGMT needs to check Malcolm asap, he is a liability to REI’s good name. When you ask if your dog is a service dog and they say Yes, that’s it. There is no conflict like he said there was. I You cannot ask what my disability is or what kind of service dog he is. Malcom needs more training and should not be on the floor with behavior like this. I should have recorded him, I regret that it didn’t.
• TR

  Thomas Rid

  Mar 31, 2026
  1.0
  I’m an REI member. Usually very happy. Bought a Woom 5 bike for kids. It took the store a day to assemble the bike, which is fine. They said they can’t release without safety check. The problem is there was no real safety check: one day in a pedal fell off and several screws were loose. I had to tighten everything up. DO NOT trust their safety check.
• EC

  Ekaterina Chirkina

  Mar 28, 2026
  1.0
  Came in looking for hiking shoes and had a general idea of what I wanted, but the staff were not helpful. After spending about an hour trying on shoes (it was pretty busy and the associate was handling 4 more customers), I finally chose between two pairs- then the associate helping me went on break and no one followed up. When I asked another employee about fit, I was told, “if it doesn’t hurt now, it’s fine,” which wasn’t helpful. I was ready to buy and just needed a different color, but waited over 15 minutes with no assistance. Ended up leaving due to poor customer service.
• SF

  Slate Fluker

  Mar 24, 2026
  5.0
  Huge shoutout to Kelvin at REI for going above and beyond. He took the time to walk us through our new bike, made sure everything was properly set up, and even fixed our seat so it fit perfectly. What really stood out was how much he cared about making sure we felt comfortable and confident before getting on the road. That kind of service is rare—knowledgeable, patient, and genuinely looking out for us. Five stars all the way. Thanks again, Kelvin!
• KZ

  Katherine Z.

  Mar 12, 2026
  5.0
  This review of the flagship REI in Northeast DC is way overdue... I've stepped foot inside this massive REI before, but in March 2025, I made my 1st purchase -- a Smith bike helmet. (In the spirit of disclosure, I should mention that I entered, and was selected for the 2025 District E-bike voucher program. Thank you, DC DOT... ) For my e-bike, I selected one at Trek Georgetown, and for my helmet, for which DOT generously provides a separate voucher, I chose one at this REI. After picking out the helmet, I attempted to check out at the main registers in the front of the store, but was rebuffed by staff who seemed to not know how to process a voucher sale. After waiting 20 min, I was referred to the register in the bike section of REI, where a young man, De'Quann, was able to process the sale. From that point on, it was a speedy process, and he even threw in a free Co-op membership, which I very much appreciate. I've made a couple of purchases since then -- all on REI.com, and all of which I use. I also appreciate that REI has a generous return policy for members (though I haven't had to use it yet). 5/5 would recommend

Frequently Asked Questions About REI