REI Reviews 386

I ordered an item that was dropshipped. The manufacturer shipped the wrong item. Not REI's fault. I asked what to do and they said return it and order again. Same wrong item again. So I asked them to straighten it out with the manufacturer. But all they would do was leave a message with the manufacturer and tell me that they expected a reply in 3-5 days. Then nothing. I had to contact them again, and they told me the same story. Over and over again. Now it's six weeks since my original order and they never offer me any resolution except to keep waiting. So I gave up and bought my item somewhere else, and I won't order from them again.

Date of experience: July 06, 2025

I recently had a very disappointing experience with REI that I feel compelled to share. About 3 weeks ago, I visited the store to replace a Yeti ice pack I mistakenly purchased in a larger size. To my shock, I was informed that I have been blocked from returning any items at REI, effective November 2024.

I was told that I had been notified about this via email and mail, but I have not received any such communication. In recent months, I made several significant purchases, including a Patagonia backpack and a Yeti cooler, both bought at full price, trusting that REI's customer service was reliable and accommodating.

Now, I'm being told that if there are any issues with these items or any of my past purchases, I won't be able to return them. This feels unreasonable and unethical for a loyal customer. I was never informed about this policy change, and I have always believed in the customer service principles that REI representatives emphasize in-store.

To make matters worse, I have been trying to reach out via email for the past three weeks with no response. When I finally called, I was told that the department handling this issue doesn't have a phone number, and they could only forward my email and request that they prioritize a response. This is simply ridiculous.

I believe it's unethical to impose such restrictions without proper notification. I hope REI takes this feedback seriously and addresses these issues to reflect the values they claim to uphold.

Date of experience: June 13, 2025

I used to love REI and its concept of a co-op. I now realize this is just marketing. I had a large order of full priced items in my cart waiting for the sale. Most items were ineligible. I entered a $15 off coupon I received in the mail. It was allocated at mere dollars and cents across all my items leading me to lose a significant Member reward. I take the overall price into effect when purchasing. REI is more expensive than other shops and I order there for the 'feel-good' marketing. Despite my immediately reaching out to REI to undo the coupon code or cancel the order, I was told that the order cannot be cancelled and in order to unwind the alleged coupon I had to wait for my items to be delivered and then enter the return process. This is ridiculous since even these reviews show that orders can be cancelled. I do not believe that they cannot cancel an order less than an hour after it is placed or at the least make another accommodation. I am running out of places to shop.

Date of experience: July 03, 2025

As a longtime REI customer and enjoyed a long tradition of excellent service I went to the store in Corte Madera Tuesday, July 1 and stood around and could find no help in the backpack section for 15 minutes. One of the sales associate said I gotta do lately before I leave I can’t help you Will never return again.

Date of experience: July 01, 2025

I purchased an REI Brand tent 2 man 3 pole approx 3.5 years ago used it one time and then put it away in storage. I pulled it out yesterday and found all bungy cords running thru the center of tent poles had lost all elasticity so I called REI and the gal on the phone told me that they can repair them and it would only cost 0.35 cents a lineal foot. I said ok and drove out to the store and ended up paying $52.00 when it should have been $7.00. I was misled by them and they took no responsibility. I spoke with the manager and he completely kept ignoring my primary complaint of what I was quoted before I drove out. I have been a member since 1992 and have made many many purchases over the years REI is now minus one customer due to this over charge.

Date of experience: June 10, 2025

With the advent of REI workers liberation, the time has come to directly address those peakbaggers living at REI hq. We solved Eiger. We conquered the Seven while you were still suckling at your mother’s breast. Why do you fear my simple gaze?

Date of experience: June 04, 2025

Where’s the zero star option? Seriously, never again. Don’t buy and definitely don’t buy online.
Take about side stepping, if it was a dance competition they’d win hands down.
Holy moly they are the most incredibly lost delivery company I’ve ever had the displeasure of working with.

Date of experience: June 08, 2025

As a member of REI for over 40 years, it’s heartbreaking to witness the steady decline of a company that once stood as the gold standard for outdoor adventure, education, and community. REI is no longer the organization envisioned by Mary and Lloyd Anderson. The spirit of cooperation, quality, and passion for the outdoors that defined REI for decades has been replaced with cost-cutting measures and subpar services that betray the trust and loyalty of its longtime members.

Customer service has suffered dramatically, and one clear example is their use of OnTrack delivery service—an unreliable partner that consistently fails to deliver packages or provide accountability when things go wrong. This kind of decision reflects a troubling shift in priorities away from customer satisfaction and integrity.

Perhaps most disappointing of all is the recent shutdown of the REI Adventures program. For decades, REI led the way in outdoor education and guided travel, offering transformative experiences that connected people to nature and to each other. Now, that legacy has been cast aside.

REI once meant something. It stood for quality, community, and a shared love of the outdoors. Today, sadly, it feels like just another retailer chasing margins instead of meaning. I never thought I’d say this, but after 40 years of loyalty, I’m questioning my place in the co-op.

Date of experience: June 01, 2025

I have been an rei member for a long time. I have had some troubles recently but this was the last straw - I ordered things from the annual sale - they canceled an order even though I could order it online again, they had packages for me to pick up but when I went to pick them up -they said I needed a different payment - I went to amex and showed them the charges were on my account - they could not figure it out. I asked them to cancel and they canceled one order but not the other so I had to call and spend another hour on the phone to get it cancelled. REI has gone so down hill recently it is surprising

Date of experience: May 30, 2025

The products and stores are great but their online ordering is brutal. They give false promises on availability, constantly change delivery dates and cancel orders when they say they still have the items in stock. Do better!

Date of experience: May 21, 2025

Poor customer service! Do not buy anything online as it will not be delivered on time or at all. Went to customer service and all they told me was to waist a couple more days or they could replace and would take several more days. Purchased a birthday gift for day before delivery and no updates for over 3 days as to where package is. Unreliable, untirstworthy and no customer support.

Date of experience: May 15, 2025

Was advised to buy a pair of shoes from here hoka bondi 9 and they fell apart in less than a month and was told that was normal wear and tear. Halle the manger in Westbrook Maine looked me in the eyes and said three weeks for a shoe like this is normal. They are selling defective products with no care to the customer my foot fell right through the mesh in these shoes in less than a month

Date of experience: May 15, 2025

Why send a catalogue that has no prices?
% off of what?
Waste of time

Date of experience: May 14, 2025

Called REI in Pineville NC and asked for an employee to hold a Sea to Summit travel neck pillow for me.
No problem he said we have it in green, ok then I’ll pick it up this afternoon around 4 or so.
No problem he said, we are open until 8!
I arrived at approx 5:05 and asked for the neck pillow.
Youngster with long hair said oh you ordered it?
No sir, I had called earlier and the gentlemen I spoke with said this was the process.
Oh ok?????
Clueless, asked me the same question again and a third time!
The lady next to him was helping another customer interrupted and asked the same question.
I explained again….and they handed me a regular pillow in green, not a travel neck pillow.
She called for help upstairs and Lawrence called and came down with a small neck pillow.
Not green and not a large size.
Great for a child or a petite lady.
Why is it so hard to listen to the customer and understand what the customer is asking for.
The lady kept telling the youngster that he was doing A Ok, when in actuality he was not!
The one I spoke with on the phone did not listen to my description of what exactly I had asked for and the youngster was clueless.
I understand he was a new employee and learning but when you are working with the public, you must have the ability to speak up and understand your customers request!
Apologies were all around, but to little to late!
I’ll just order off the web from now on!
Thank you!

Date of experience: May 13, 2025

Today I talked to a gentleman, Patrick Degree. He answered the phone when I called 800-426-4840. I can’t rave enough how helpful he was. If I could give him 10 stars I would!
I really like REI AND LIKE THE PEOPLE THEY EMPLOY.

Date of experience: May 12, 2025

I don't trust the CEO of a company that dislikes the USA so much. She's going to ruin this company with her political stance, I'll be taking my money elsewhere in the future.

Date of experience: May 13, 2025

I went into an REI store for the first time and the experience was great! I was looking at an air mattress and the help I received was really good and the people seemed great. I was there just to look at the product that I found on line that had some high ratings, but I didn't want to buy it right away because there was a sale coming up and it would be beneficial to wait. I decided I would purchase it a few weeks later during the sale. The staff said that if I purchased a membership I would get the cost back with a gift certificate which I could apply back to my planned purchase. They also told me that if I purchased a $120 gift certificate while I was there that I would receive a 20% bonus on the gift certificate ($24 credit). I was told that it would go onto my account automatically and I could just sign onto my account and see it when I got home the same day. The following day I signed on to find no credit on my account. I called the REI store in Bellingham where I made the purchase and was told that there was no such credit. I spoke with the manager and he told me at first that there was nothing he could do. I was furious and he eventually agreed to give me the money back for the gift card, but unfortunately there was nothing he could do about the membership because there are "no refunds on memberships". This is completely bogus because I only paid for these things because his staff talked me into believing the whole package was a good deal. Then when I agreed to take the refund he said he couldn't do it over the phone and that I would have to return to the store. It's a 2.5 hour drive for me each way to get to that store. As this was completely unacceptable to me because of the fact they took my money on false pretences and then wanted me to go on a 5 hour road trip to recover some on my costs. I asked to speak with his manager and his reply was that he was the manager. I'm going to try and take care of this through my credit card company, but I would highly recommend that you stay away from this crooked company.

Date of experience: May 07, 2025

Saratoga CA REI bike repair place. Their process seems convuluted. They seemed to do good work
They rescued my Giant Mountainbike.

Date of experience: February 20, 2025

Their stores are wonderful, wonderfully designed and full of all kinds of outdoors clothing and equipment and more. The membership model is great too, with part of your purchases back every year. REI has been around forever too, and it’s not about to get bought by some private equity firm who’d suck out all the capital and goodwill as they run it into the ground. The only bad thing I can say about REI is that I don’t get to visit and take advantage of it all enough. I’m amazed at some of the bad reviews here, since REI is anything but a scam, but people who’ve had bad experiences need a way to complain too.

Date of experience: April 24, 2025

I recieved a gift card from my dying mother at Christmas I went to use it for the first time in store a couple days ago just to find out their is zero balance on it and I have never used it . The clerk gave me REI CS number I called their CS person I talked was so rude she refused to help find out why there is a zero balance she told me to reach out to the person that gave it to me I told her she is dead can’t do that I. Have not shopped REI for over two years I’m disgusting their company feels they need to scam people . I will be looking fur another outdoor store to shop in the future

Date of experience: April 19, 2025