Fantastic service at REI Bella Terra
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.
Susana Meloche
REI service/repairs are poor and unreliable. Part of the REI big box business model
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.
James Thomas
Mediocre quality Chinese imports at double the expected price.
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.
Michael Steiner
REI - Non-Customer Driven Changes for Members
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.
Wilshirekid
Talk about the most difficult company…
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.
Jeff Moles
Great products and service
High quality products delivered on time and in great shape. I truly enjoy my connection with REI.
ALAN GANAPOL
They cancelled our order with no warning. We are cancelling them.
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
William S.
SCAM RETURN
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
Oleksandr Metsler
Underwhelmed
Placed an order. After DAYS I was uninformed that the order "couldn't be processed." I called the store and a polite but curt store rep mid sentence said "I'll transfer you to customer service", at which point a rep came on said, "the order was stopped because os suspected fraud." She knew nothing else, and wanted to transfer me again. She was just as curt (but not rude) and unhelpful. I was trying to buy a travel backpack. I'm not running a gauntlet to earn the right to be your customer. BAD experience, stem to stern.
Matt York
I went to REI Marlton NJ to look for a…
I went to REI Marlton NJ to look for a new FatBike MTN bike.I had over $1500 USD in my pocket to spend.I was met 1st with my wife a tall white man works @ this store. I asked about charging bricks for e-devicesI was told they are sold out due to the storm 1/24/26.I then went to look @ Salsa Fatbikes I was met by a very mean lady who told me they DO NOT have Fatbikes and NEVER carry them. DON'T come back.Salsa Bicycles is one of the founding companies of Fatbikes ! REI carries Salsa Bicycles and I actually was looking at a bike w/2.6 tires True Fatbikes have anywhere from 2.6-3.0 size tires in this very store one month ago where a store associate very nice signed me up to the loyalty program. I left & went to Pro Pedals in Hammonton N. The entire Bradley family helped me I bought a Gravel bike which I was going to buy @ REI. Then I purchased another bike a Cannondale Adventure 2 for my wife. I doubt anything less than a written apology & monetary compensation from REI Marlton RT73 & Brick Road will bring me back I will Gladly drive the hour from Marlton to Pro Pedals / Hammonton 856-561-3030 call and ask for Jeane or John you will not be disappointed
CCC III
850 fill down jacket warm and pack able
Received the 850 fill down jacket in late December 2025. Perfectly warm with just a tee shirt at 20f. Light weight and very packable. Great product.
Wallace Hartsook
Order rejected 4 times, no one can tell me why. Mid Jan 2026, Good item, miserable order process.
All the phone reps were pleasant to work with. Only 1 was helpful. It took 3+ hours over the course of a week to get my order to go through. No one on the REI end can tell me why. I placed 2 orders several days apart. One worked, one didn’t. Maybe a payment issue, try again, nope, still rejected. 3rd order, placed over the phone with a REI person holding my hand and a different payment method was rejected for me violating their terms of use. That notice came 3 days after I ordered. REI sent their terms which I violated and no one could help me discover which ones I violated.The phone rep who took order #3 assured me that if I didn’t get rejected within an hour, my order was good to go. Different rep said no, it’s only good once you get a tracking #. 4th order same deal but different payment method. Rejected.5th try REI phone guy got a back room person to shepherd my order thru. An hour came and went, no rejection, but not processing.More than a week my first attempt and 28 hours after my 5th attempt, my order finally shipped and I got a tracking #. Why did I keep at it? I had a deadline and after the 3rd failure they offered expedited shipping. Also, it was the same item I had ordered successfully a few days before and I liked it so much I ordered a second one as a gift.I wanted to send a written account of my issue to REI. Phone rep says that is impossible, but she would summarize and send my comments up the line and I would get a response. No, she could no put a higher up person in the line.Will I order from REI ever again? Depends on what, if any response I get from them. No response, no more orders. Understandable, fixable issue, maybe.
Sandi E
KELLY Stathos Store Manager has …
KELLY Stathos Store Manager has personally ruined the REI Brand in this Reading store for me. I habe been a paid member/ customer for 21+ years and have spent over 30K Dollars on gear here i wish I could return it all now not just my failed Yakima Roof box. The Brand is dying and it's because of leadership like her. I went to the top and haven't heard back so the social media campaign is just starting. I will not be happy until REI is out of business now. I was treated so poorly by this women and then no response from up management a week later. Yakima has made it right by their life time warranty but no thanks to REI. The 1year customer 100% satisfaction guarantee is complete bull shit. They have blocked my online reviews on Social media and a attempt to stop for airing my grievances. In reaserching this i have learned so much more about the company that I want share here...In another review II saw Kelly also called the police on other customers as she did to me and the police were also apologizing for her behavior like it's a common thing. The police and shared a good chuckle at her and the stores expense. Once again. I remind you I spent 30k here over the course of 21+ years as member... it's not the first poor experience but this one was over the top. Not all employees here are awful but Kelly Stathos Store manager, has to go for this storevto even slightly have a chance to Manager,Please read the attached article and send complaints to CEO Mary Beth Laughton.Links aren't allowed here but please Google REI from CO-OP to Corparate
Grover Taylor
You can always tell a dodgy company by…
You can always tell a dodgy company by their unsolicited emails.Saying your subscribed when you aren't and a broken unsubscribe link. AVOID!
JH
REI, a 50 year trend of getting outrageous.
I became a member of REI 50 years ago. Back then they would send you a catalogue and you'ld fill out the order form, write a check and send both in. Your outdoor stuff would arrive at the front door in about 2 weeks. Now their gear is outrageously expensive,.....but you get a 10% dividend on it. My wife bought $2,300 worth of camping gear and received a $230 dividend, which she really couldn't use because she had already bought everything she needed. I purchased a winter jacket at REI for just over $230 to spend the dividend before it lapsed. In return I got a $23 dividend. I went in to spend it before 2026 and couldn't really find anything for $23 that was reasonable, besides power bars. The bike shoe cleats I finally bought after wandering the store for 1/2 hour cost $34, which could have been purchased at a bike shop for $22 or on Amazon for $18, all being the same brand name and model. Even with the 10% dividend they were over priced. 50 years ago they had the highest quality equipment no one else carried for a great pice. Now REI is an expensive rip off outdoor boutique. Plus, with so much theft their employees stand around like vultures staring at you. I hate going in there.
Andreas
Cancelled without notification
Placed the order, received the email confirmation and expected arrival date. A few days after that date went by, I followed up and found out the order was cancelled THE SAME DAY it was placed, and no notice was given.
Gaines
Gift Card
I received a gift card for my birthday and it expired before I used it. I think their cards should last longer if they sell them.
Logan
False promises
The make false promises and selling a membership with no real benefits
Ryan G.
We’ve had a largely positive experience as REI customers/members
We’ve had a largely positive experience at REI, and as REI customers/members, for, I’m guessing, 50 years.Our experience has been a combination of retail store and eCommerce (web) transactions. The Bedford, NH store, in particular, is quite good. The Conway, NH Bike Shop manager was remarkably lazy, delivering a >$3,000.00 bicycle. The Reading, MA store, very good; great staff. The Boston, MA store, my least favorite, I find the staff rood, and NOT customer-centric. I’m not sure the real reason for the Boston, MA store closing, but, my impression is that the staff/leadership of that store did NOT contribute to the store’s longevity. That store (Boston) should have been a gold mine for REI, with Boston University around the corner, the Ski Market and Eastern Mountain Sports, long gone, and multiple other colleges and hospitals, nearby. There is no shortage of athletes/outdoor enthusiasts, with financial capacity, in the area.We like many REI products, and, most notably, we like REI’s return policy. We go out of our way to make purchases at REI, based on their return policy, which far outperforms LL Bean’s return policy.The icing on the cake, for us, is our annual REI Co-Op rebate, which creates great value. From reading the other reviews, it is clear that REI has some work to do. I hope REI listens to the voice of their customer, and takes corrective action.
Warren
I would give -10 stars if I could
I would give -10 stars if I could! REI have got to be the most incompetent company I have ever dealt with. Tried to order E-Gift cards online and they cancelled my order for NO reason! They couldn't tell me why! I placed another order 3 days later and the charge was just sitting there pending ! Chatted on their chat system and their staff were utterly useless ! They couldn't tell me if they would honour my order or not OR when it would be processed! AS it was a GIFT and didn't want to be let down last minute I told them to cancel the order! Absolutely USELESS ! I did also point out all the negative feedback they had on Trustpilot! NO COMMENT ! AVOID REI and save your self stress!
Mrs Harding
