REI

"DO NOT BUY FROM REI. They are literal thieves. If you try to return something by mail they will NOT give you your money back. I shipped my order back to their return facility and it arrived at their facility within 5 days of me paying money to ship it back and they are telling me my “cheque” with my return money “hasn’t arrived yet cause you’re in Canada”. They will make up excuses saying that they mailed a cheque with the money but it has been two months and I have yet to receive this “cheque” I’ve called customer service and all the tell you is “wait two more weeks”. This is literally a scam. Also what kind of 21st century company returns your money through a cheque? My fiancé has a member account with them so I have no idea why they can’t just put my money back in my card. Oh I know why, because they hope that I’ll forget about my return and they can keep my money. Customer service is useless. Their prices are outrageous. The quality of their stuff isn’t that great anyway. So I would just skip this place all together. Thanks for stealing almost $500 from me REI."

"I had a wonderful experience at the Rochester NY store. The associates were all knowledgeable and cheerful. Calvin was incredibly friendly and helpful in helping me choose a great pair of hiking shoes."

"Visited the Rochester store in late summer and was greeted and helped by a wonderful and knowledgable sales associate for at least 15-20 minutes while it was a very busy time during the day. They were super helpful and assisted in helping me find the best product(s) for my weekend plans. They happily answered my million questions without annoyance as well! I visit this store frequently and always am greeted and asked if I need help looking for anything."

"Love this place! Employees are well-informed about the department they're in. Most of them live a lifestyle the REI way. You'll get your questions answered and directed to what you're looking for if you are in a hurry. But, rest assured, because whichever employee is helping you, won't rush you or make you uncomfortable if the place is busy. They'll treat you like you're the only customer in the store. I love it."

"Customer service is terrible or more accurately, non-existent. At least 5 employees passed me and none asked me if I had questions or needed help. On a quiet weekday afternoon, there are more sales people in the store than customers, wandering, chatting with their co-workers or restocking, but none speaking to any customers that I can see. Even when checking out, the sales person ignored me and continued on with conversation with other sales people. I’ve shopped at other REI’s around the country and experienced excellent customer service, so this Rochester location is very disappointing."