REI Reviews

I recently bought a tent from REI which I took backpacking and unfortunately the tent didn’t meet expectations. I came back to REI and explained the issue and they happily took back the tent and processed the refund and were super helpful in selecting a new tent. Very professional, very helpful, highly recommended.

I have had an REI credit card for YEARS. I spend 10K every year, at least. I have the card because I get 1 percent back as cash at end of year. Well they switched the card from BankOne to CaptialOne and the purchases I made under my OLD card under that 1% premise they are NOT honoring !! I am forced to spend it at REI. That would be fine if it was a going forward situation . . . . but this is a credit that I EARNED under the OLD card ! I am CANCELING my card and will get a CapitalOne card directly NOT through REI.

I went to Baybrook location in Webster TX to get things needed for upcoming month long hike. I thought that REI stood by products sold that were defective; never worn regardless if over 1 year. CSR told me the Marmot jacket could be purchased for around $10. That is ridiculous! A rain jacket that has pit zips, zip pockets, hood, etc. I gave up! I was trying to find a backpack and had to search and reach to try and find an appropriate backpack. No help at all. Gave up after reaching for backpacks on hooks and not able to determine size, etc. Went to hiking shoes. The lady had several customers and was finally able to get 2 different shoes to try. I asked what 0 drop was told to just try them on and see. She disappeared never to be seen again. I left the store and went next door to the sporting goods store that google thinks is inappropriate that starts with D. Great customer service and very helpful with hiking shoes. REI was great at one time. Will not return! Not sure if this is because it is an outlet but the customer service

Very disappointed with the customer service. I purchased the REI Co-op Half Dome SL 2+ Tent on July 13 to be delivered in Canada (QC). When I looked frequently on the REI website, no tracking number was provided, saying it is an international shipment (US -> CA). Since my delivery was one week late already (Aug 8), I asked REI for a tracking number by email. They provided me with one and I saw that my order had been on hold in a nearby city from July 16 untill now (Aug 11) because (a) some paperwork was not send to DHL from REI, (b) import duties were not paid. I am aware those fees are at my expense but DHL never received my information from REI so they were not able to contact me to pay those fees, and REI never told me to pay them nor to contact DHL prior to my email asking for it (almost 1 month after it has been on hold). Now I am without a tent for my next trekking adventure, and I don't even know when to expect the shipment to be delivered... Moreover, despite my explanation, REI never mentioned any compensation for all this trouble.

Very disappointed with the customer service. I purchased the REI Co-op Half Dome SL 2+ Tent on July 13 to be delivered in Canada (QC). When I looked frequently on the REI website, no tracking number was provided, saying it is an international shipment (US -> CA). Since my delivery was one week late already (Aug 8), I asked REI for a tracking number by email. They provided me with one and I saw that my order had been on hold in a nearby city from July 16 untill now (Aug 11) because (a) some paperwork was not send to DHL from REI, (b) import duties were not paid. I am aware those fees are at my expense but DHL never received my information from REI so they were not able to contact me to pay those fees, and REI never told me to pay them nor to contact DHL prior to my email asking for it (almost 1 month after it has been on hold). Now I am without a tent for my next trekking adventure, and I don't even know when to expect the shipment to be delivered... Moreover, despite my explanation, REI never mentioned any compensation for all this trouble.

Simply put, I always buy my outdoor gear from REI because I know I can buy expensive gear with confidence. Confidence that the gear will be worth the price and if for some reason the gear just isn't right for me after I purchase then REI's return policy makes it a non-hassle.

Bad customers.. employees are quiting so quick and so much we won't have a store anymore. Customers leave clothes everywhere and bad behaviors are making us leave.

Rei has been getting from bad to years along the years I have been with them. Customer service seems to be staffed with people who hate the company and the customers. Many orders were cancelled for no reasons at all and items which arrived had a high proportion of damage and they refuse to accept take responsibility. Buy from them at your own peril

Rei has been getting from bad to years along the years I have been with them. Customer service seems to be staffed with people who hate the company and the customers. Many orders were cancelled for no reasons at all and items which arrived had a high proportion of damage and they refuse to accept take responsibility. Buy from them at your own peril

I am an REI member, and have bought quite a few items from them. The store staff are usually friendly and helpful. They do have good quality gear, but it is very expensive, even with the member rebates and all.

The biggest complaint I have about REI is their online ordering. I ordered some bike parts. Shipping was already really slow, and then they delayed it several more days. It was almost two weeks before the shipment arrived at my house. I might but a few more things in their store, but won't be placing any online orders in the future.