REI

Reviews

• SM

  Sahith Malyala

  1 day ago
  5.0
  Just wanted to give a huge shoutout to Moss. I came to buy ski googles and a helmet. She gave me incredible attention and information to help me pick my items. It was clear she was knowledgeable. She was considerate of what I wanted. I never once felt rushed in making my decision. Moss was incredibly helpful and kind. Give her a raise!
• JG

  Jane Garfoot

  Nov 16, 2025
  1.0
  Great range of items. However very disappointed with the customer service. Sale prices are incredibly misleading. Staff don't even know what items are on sale and what is not. Spent an hour looking at jackets and asked to confirm item was on sale and several stuff confirmed only to be refused at checkout. Manager refused to honor prices and was quite patronizing.
• FM

  Fatima Moore

  Nov 5, 2025
  1.0
  Not much of a customer experience when you are purchasing a pair of shoes and the staff ask YOU to put the display item 'back where you found it'. It was right on opening time and there was no one else in the shoe department so I'm not sure why the sales assistant couldn't provide this service and re-merchandise the stock herself. The experience only got worse at checkout. A simple greeting would be great, and at 10.00am a 'good morning' would have been plenty. Sadly, no greeting just a 'are you a member, how are you paying'. A store with alot of stock but zero customer service. Terrible shopping experience.
• YA

  y ariel

  Oct 20, 2025
  1.0
  Coming to REI store in Manhattan because of commercial on internet and looking for Arc’teryx sweat shirt, arrived at the store and asking the sales person name Raimundo, asking and showing him the picture on my phone and do you know what he answered, oh that’s not our website and we only carry whatever on display without wanting to see clearly what picture I showed him, feeling frustrated tried to asked other sales girl who really nice and took me to display section and explain to me what merchandise inside the store and what merchandise can be order and ship it to the store, walking back upstairs hearing Raimundo talking to the girl and laughing behind my back Moral of the story, company trying so hard to promote the product but failed because of one rude sales person. I rather go somewhere else where my money appreciated
• EE

  Ethan

  Oct 15, 2025
  1.0
  They're making up their own return policies at this REI. They told me that my climbing shoes splitting at the toes after 60 hours of bouldering is "normal wear and tear" (see photos and judge for yourself), making them ineligible for a return. Even if we call this normal wear & tear, I don't see anything in the official return policy about that. What I do see is a 100% satisfaction guarantee for returns made by members within a year of purchase. I bought these 11 months ago, have been a member for 17 years, and am far from 100% satisfied -- so what gives? Unfortunately I had two friends waiting for me and didn't want to make this their problem, so after speaking briefly to both a checkout staff and her supervisor (hard "no" both times), I took the L and the shoes went in the trash. My next pair will be a different brand, bought from a different store. Update 10/18: I received a response from REI corporate pointing me to the "normal wear and tear" exception to their policy and doubling down on the Soho staff's decision. REI used to stand by their products, with a return policy that reflected a commitment to quality. If "splitting open after 6 months of normal use" is now what this company considers "ordinary" for the items that it sells, then why shop at REI at all? An unbranded pair of shoes from Aliexpress will last at least as long, at 20% of the price. Very disappointed in how far the REI brand has fallen.

Frequently Asked Questions About REI