REI Reviews 433

Tried to return a pair of shoes that were a gift. No replacement in that particular shoe. Picked another one that I liked. At the checkout, the salesman refused to give us the difference of the new shoes. Shoe manager lied and said we had paid that particular amount some other way. REALLY? So we got it on a gift card. I really don’t like being played for a fool!

Title: Failed expedited delivery, misleading updates, weak compensation

Order: Y130377998
Tracking: 1Z9437070146662219 (UPS Next Day Air)

This was supposed to be a simple expedited order. It turned into a chain of failures.

Timeline:
- Original order never arrived
- REI created a replacement order (Y130377998)
- Delivery was promised for April 6
- UPS showed they hadn’t even received the package while REI kept saying everything was on track
- Delivery was then updated to April 7 by 10:30 AM — missed
- Then delayed again and rescheduled to April 8

This is not a minor delay. This is a failure of a paid expedited service.

On top of that:
- I received conflicting and inaccurate updates multiple times
- I had to constantly check tracking and contact support
- The “compensation” was a $25 gift card (store credit), not a real resolution

At no point did REI provide a clear, reliable status of the shipment.

What should have happened:
- Accurate tracking and communication
- Delivery within the promised expedited window (April 6)
- Proper compensation for the failure

What actually happened:
- Missed delivery commitment
- Multiple delays
- Wasted time
- Weak attempt to close the issue with store credit

This experience shows serious issues with both logistics and customer support handling.

I expected much better from REI.

Very nice store and grrat ambiance but whole things is so so expensive i mean they provide the highest price ever,
Store for wealthy people...even a simple probar plant based sold 3$ when they usually almost half of price anywhere else.
Honestly go there,take pictures of what you need and find it cheaper elsewhere.
Very upset about those crazy price...

I went into the store in Oxnard to return something and left with a whole trip planned out for my kid and I to Catalina Island thanks to Andres!
He was patient, attentive, knowledgeable, and very kind. He went above and beyond to make sure all my questions were answered, provided me with specific transportation details, hiking trails, hotels, and more.
His customer service was excellent and I will definitely come back because of that.

Do NOT trust!

No easy return or refund options.

Looks like a scam.

I ordered a jacket from REI 11 days ago and I still have not received it! Their tracking now says I will possibly receive it in another 7 days.
18 DAYS SHIPPING TIME, THAT IS RIDICULOUS??!!

Do Not Buy From These People.They Will Take Your Money And You Will Not Get What You Prchased.And After The Sale Customer Service Is Useless!

I purchased (with my dividend) a Women's Rainier Long Line Rain Jacket, REI/Hydrowall branded in March 2024. I have only worn it about six times, twice in rather heavy rain. Both those times were within a week, and both times I got wet. I realize that I had owned the coat for two years, but since it clearly isn't waterproof I thought to return it. I took it to the Tukwila, WA store, where the clerk told me some new information that contradicts the instructions on the coat (which themselves are confusing). He said that the coat needs to be washed frequently to remain waterproof (conveniently every 5-7 wearings after I said I'd worn it six times). Also he said that my sweat made it wet inside despite that I was wearing fleece under it to prevent the clammy feeling. He also ignored that the pockets, which flap freely inside the coat, were wet. He additionally told me that after washing the coat I would have to apply a waterproof spray covering to maintain the waterproofing. The lining inside he said was entirely 100% waterproof, yet the pockets, which are made from that fabric, were wet. The washing instructions in the coat say this: "machine wash cold, do not use bleach or fabric softners, tumble dry, low iron, dry clean only" (what??!). I don't know how to follow those instructions, as well as the clerk's. I have always thought that REI was a step up from other outfitters, but whatever is going on there is no step up. I'm stuck with a rain coat that makes my clothing wet in the rain. Disappointed is an understatement. I doubt I'll shop REI in the future.
Maggie Howard

REI Marlton staff with special thanks to Melissa for finding the 700c 45 Panaracer gravel king tires needed, she also assisted me with muc-off purchase
Checkout lady reminded me of last day for 20% offer to Members. Thanks again REI Marlton staff see you guys soon

I receive my helmet with an issue on the package , and the delivery was late

It is very expensive and has limited inventory; you go in expecting a specific advertised offer, only to be told something completely different at the checkout. Then they call the manager over, but he couldn't care less and behaves disrespectfully—acting as if the customer doesn't matter at all. It is truly disappointing. The membership is utterly useless, as it yields no benefits whatsoever—neither in terms of perks, pricing, nor service. This was especially evident with the manager on duty this afternoon, March 14th; his lack of empathy and concern for the customer was absolutely appalling.

What i like more than the great selection of clothing and gear that REI offers, is that they actually practice their core values. From carefully sourcing which brands they will carry, to the environmental awareness put into the production of their own brand's products, all the way down to the small details like choosing to not offer bags at check out, REI is one of my primary go-to retailers for durable, reliable, and cutting edge clothing and equipment. The annual dividend is nice too!

antastic service at REI Bella Terra. The first time I went looking for trail shoes the guy who helped me brought me ONE pair of shoes and told me that was all they had meeting my requirements ( women's trail shoes, wide toe box). I left disappointed but I went back two days later, same store and lucked out big time. First Betty one of the managers took care of me then she called Eddie one of the Associates and asked him to look after me. Oh boy this kid was awesome!! super knowledgeable, friendly and really interested in helping me. He brought me like six different types of shoes at the end I was so excited that I ended up buying two pairs! Betty and Eddie you are the best!! top notch customer service!! thank you so much for making my experience so pleasant.

Returned my Salsa Cutthroat for service for the second time since I purchased it in REI store in Maryland. tHIS IS ABOUT A $ 3,600.OO bicycle. It only has about 25 miles on it total, and the rear deraileur which is electronic SRAM AXS has given me nothing but trouble. REI employees have been polite, but there are no stakeholders, so no one is in charge, and everyone's goal is to push me and the bicycle out the door without correcting the problem. They offer to have me bring it back in, but they don't seem to know how to fix anything to take the time to try. I will never purchase anything from REI again -well, maybe clothes, but not anything that needs to be serviced. The REI "mechanic" will probably work at another big box store within two weeks. I took the bicycle to a real repair shop who now has it and confirmed it doesn't work properly and are searching for a fix rather than simply resetting the derailuer. Take away is go to a real bicycle shop. Full stop.

We brought our family of four to the Seattle store armed with a large dividend to spend at the end of winter. After scouring the entire store, we left without a single purchase. The clothes, predominately made in China, were of the typical REI drab colors and mediocre quality. The rare garment that I thought I could possibly wear, was priced twice what I’d guess.

I received an email from REI on 2/3/26 saying that the redemption period for member rewards was being shortened from 21 months to 12 months. This may not seem like a big deal, but basically, they are saying that they really don't want you to redeem your member rewards. I have lost out on my rewards in the past because of the time constraint and it will be more so with the shorter period.
When companies go out of business, the customers can usually point out when in the past that company started going downhill. This is one of those times that customers will point to in the future. Why can't the companies themselves ever see this? Cheapening the product or taking away benefits, etc. are not a long-term strategy for business success.

Talk about the most difficult company to try to be a customer. I have an upcoming family reunion and wanted to purchase 20+ Yeti Rambler products for the kids and grandkids. I had one initial test order go through with no problems. I had read reviews indicating REI is not very customer centric and wanted to make sure I wasn't wasting my money. Put through another order. Everything seemed fine. Received an email after an hour or so that the order was canceled. No reason why. No information how to correct. I thought perhaps inventory ran short or I might have a credit card company denying the charge because they thought REI was a scam company. I put through the order again with a different card. Contacted the CC company and there were no attempts to run the order. Contacted customer service. Everyone is very nice, but unable to give an answer and provide actual service. One rep reentered my order and put it through. Told me I would have delivery within 4 days. Another cancellation email. Another call to customer "service" (and I use that word very loosely at this point) and told me they needed to get an "okay for an exception" because of the size of the order. I'm trying to spend over $600 on flipping drinkware and they don't want the sell. Four calls to customer service and no one has a clue why or how to sell their inventory. Never "Let me get a supervisor" or "I'll have someone call you and fix this." I was told I need to call back and they will have notes in my file. Just to be clear for REI - If you don't want to be in the retail business don't pretend to be in the retail business. On top of this I purchased the membership which meant nothing to REI and certainly gained me nothing. I wasted money on the membership. I'll not beg to be a customer again. This is the poster child for why Amazon excels and brick and mortar is dying.

High quality products delivered on time and in great shape. I truly enjoy my connection with REI.

We ordered two pairs of boots worth $300 on Saturday online. Our purchase was confirmed by an email and was to be delivered on Wednesday. We waited all day Wednesday for the delivery, nothing came. When we called to ask the status we were told the order was cancelled. No one ever sent an email to tell us anything or gave us a reason. Ok, now REI is cancelled by us. We will never do business with them again. BUYER BEWARE

The store gave me a return label, I returned everything, the track number says that everything was clearly delivered to their warehouse, but they say they didn't receive my jacket and won't return my $360, I don't know how such a store can operate legally, I will file a police report, If you don't want to be spat on in your face, NEVER USE THIS SITE, rude and stupid support, who treats you with disdain and treats you like garbage. Just a scam office