REI

Reviews

• DK

  D K

  Dec 27, 2025
  1.0
  Buyer Beware - poor customer service and argumentative associates lacking self awareness. I spent over $2,200 at this store on 12/24. One of the jackets I purchased ended up having black markings under the hood. So I returned today 12/27 in hopes of exchanging it for a clean one. This was not easy. I asked an associate to help me unlock the replacement jacket (arc’teryx jackets are locked to racks). It was busy so I wanted 15 minutes before following up with another associate who was incredibly helpful, gracious, and apologized for the delay. He was great. (Male, dark hair, and glasses). I explained the issue, he apologized and helped me find the replacement on the rack. Unfortunately, the replacement on the rack also had markings so he went to find a replacement in the back which he did. I was so happy. He left it at the register for me due to their security policy. This is where the story takes a turn. Another associate named Pearl was going to assist with the exchange and coincidentally the associate at the register next to her (Seymour) was the one that helped me with the initial transaction on 12/24. Pearl immediately asked when I made the purchase and began to inspect the jacket. Before she said anything else, Seymour chimes in to say “I checked him out and those marks were not there when I checked him out”. I was floored by this unprovoked proclamation. I take integrity and honesty seriously so I would have easily owned up if I mistakenly caused an issue. I had even tried to remove the marks before considering an exchange to save myself a trip. Dumbfounded, I inform Pearl that other jackets on the rack had similar markings. She immediately leaves the register to inspect the jackets on the rack. She returns and tells me “they are all clean”. At this point, I think I am being punk’d. Surely this is not a way they treat all customers. I offered to go with her to show her and asked her to consult the colleague that witness the markings on jackets on the rack. She retorted with “you’re returning it anyway right?” Huh? I told her initially and repeated again that I just wanted to exchange it and had to instruct her again that the actually kind associated already set a clean one aside at the register. As she continues to process the exchange, she again asks if I had the original receipt that had already been provided to her. I had two other items that were going to be returned which after a simple review of the items asked “do you have the tags for this one?” Another accusatory assumption of wrong doing. I told her the tags were affixed which she would have seen should she have inspected the item which squarely fits in the duties of her role. Eventually she finds them. She completes the transaction and low and behold we find a marking on the jacket I had exchanged. Thankfully it was a minor marking I could live with but Pearl immediately states that it could possibly be something on their counters. A major tone shift from before the marking was found on the new jacket. The distasteful and accusatory comments made by Seymour and the behavior and actions undertaken by Pearl thereafter were honestly disturbing and quite shocking when supporting a local REI store rather than just going a few minutes further to the Arc’teryx store at the Oakbrook mall. I hope this is an anomaly and not how all customers are treated but I will never be shopping at this store and will not return the remainder of the purchase out of principle. I am going as far to review this matter with my attorney to determine necessity of a discrimination litigation. Keep in mind that not once did I raise my voice or speak to them in a derogatory tone. I was not met with the same respect and that reflects poorly on the REI brand and this store’s management. Please do better. - A former lifelong REI customer
• RL

  Robert Labrador

  Dec 24, 2025
  5.0
  Great products plus 10%of for being a member which is just a one time fee of $10. Workers are very nice and very helpful. Knowledgeable about the products they sell.
• JG

  John Goodrich

  Dec 20, 2025
  5.0
  REI is great. They have a fantastic selection of quality outdoor gear and the staff at the Oakbrook location are very helpful and nice. I love shopping here
• SS

  Sid Siddiqui

  Dec 19, 2025
  1.0
  Old man who mostly works in the evening at shoes department REI Oakbrook has huge attitude problems. I've done thousands of dollars purchases at this location but my last two visits were extremely disappointing. I went somewhere else to buy Hoka running shoes. REI used to have standards but now they are no different than most other retailers.
• CR

  Cookie Rose

  Dec 11, 2025
  5.0
  We came for gloves and left with a vest. Even though they have a dozen glove options, none of them hit right. We saw that you carry Arc’teryx and checked it out before leaving. We were lucky enough to met Blessy- so knowledgeable and pleasant. She helped me find an Arc’teryx jacket that I love I just need to de ide on the correct size and she explained how to order it as an existing REI member. Before leaving, my husband saw a Patagonia vest and Blessy was able to find the correct size for my husband. Of course he had to wear it home. What a nice ending to our trip!

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