REI

"I was looking to buy another hydro flask today and the company switched the top to one which I don't like from 1 year ago. I asked the store manager , Mr. Kazu Ishidera, if I can switch the top as they sell many different tops. He was adamant and said NO. I said it's a small ask and as a store manager, does he have any discretion? He said NO but I can spend more money and buy another top for $10. What's the point of being an REI member and shopping physically if one can't get a little extra accommodation which isn't not the biggest favor extended to me. Such poor service mentality. Afterwards, I had to go to #Apple store for a return. They extended their policy to accommodate me because Apple cares about customer service and that's why I keep going back to Apple. We pay full price at REI and it's terrible service. Hey, corporate at REI, just shut down all your physical stores. I ll never shop with that useless Ishidera. There's always Amazon!"

"Not Going Back After Terrible Customer Experience on 3/1/24 @ 5 pm. I've been buying at REI for 40 years. This is the first terrible experience I had with an employee at REI. His behavior forced me to buy a mountain bike and bike rack from another store. Extremely unprofessional customer service behavior. I should know. I've run a successful service company for 8 years. Details of What Happened: I went to the San Carlos Store this evening (3/1/24) with the intent of buying as Salsa Cassidy or Blackthorn Carbon SLX Mountain Bike and a Thule hitch-mounted bike rack. I went to REI Wednesday, followed by research, and returned Friday at 5 pm to buy the bike and rack. I walked out with no purchase due the poor behavior of the REI bike employee. What happened: I asked an employee in the bike section to answer a couple of questions. He was clearly reluctant to do so by his tone of voice and body language. He was staring off in space when I walked up to him and I guess I interrupted his trance state. I asked him about the pricing on why some of them were on sale as a "manager's special." He looked at the tag, shrugged his shoulders, and said he didn't know. He added that perhaps it was last year's model. It was clear he didn't know why the price was marked down as a Special. He also made no effort to ask anyone else about the pricing. Something I'd do if I didn't know the answer. He conveyed boredom and disinterest in the bikes or my basic question - which he should have known the answer to. I then asked him if the price was flexible on other bikes. He then went from apathetic to surly in a flash and said absolutely not. As if it was the first time he'd ever heard that question on sale items. He then said the Special was good as new (even though he had earlier said he didn't know what the Special was). He then asked me abruptly if I wanted to "snag it" (the bike). He was like some bad car salesperson with an attitude of "screw you, I don't care." At that point, it was clear this guy just wanted to make a sale and have me get lost. As many of you know, his behavior is unlike any other REI employee I or you have interacted with. It was clear he could care less answering my questions or getting someone who could. His attitude was surly and unprofessional. As someone who has built a service company from scratch, an employee's attitude can't be trained or changed externally. Only they can change it. 99 out of 100 times, employees who have a bad attitude aren't going to change. They infect other employees and alienate customers (like me) and can sabotage a business. I've found it's best to fire them to remove the poor performer. No amount of company resources will change an employee who has a bad attitude. I'm surprised the REI San Carlos manager hasn't already fired him. Better to be short-staffed than to have someone who treats customers poorly and damages the brand. Why did I walk out? Because if I'd attempted to talk to the manager that evening, I would have lost it over their employee's poor behavior. I did follow up with a formal complaint to REI corporate management. I also want to share my bad experience with you so you can steer clear of REI San Carlos and with that employee. I recommend you buy somewhere other than REI San Carlos. If you choose to not follow my recommendation and find yourself trapped there interacting with a male REI employee in his late 20's/early 30's with long straight black hair, a short beard, wearing a beanie, and radiating an attitude of apathy, impatience, indifference, and ignorance, then I urge you to leave ASAP and spend your money elsewhere. Terrible customer service shouldn't be rewarded."

"Was really sad Fremont store closed- but this one is even better- spacious & a good selection of gear sorted by activities. There’s a bike shop. Stuff for SUP, running, camping. Climbing etc. large shoe selection. Easy peasy to return the climbing shoes I bought online & try on proper size in store. Very happy w the shoes I wound up with. Most of the staff ignored me throughout the store which was ok since I didn’t need specific help. Asian guy at cashier was friendly & for the exchange done really fast. Lots of parking & near freeway. Worth it to be a member."

"REI Came here to try find some ski boots and was fortunate to be passed off to Tim/Timothy. He was very in depth and attentive and is filled with endless knowledge on boot fitting. My feet were measured sitting, standing, and matched to my ability level. They worked great during my week trip to mammoth. The process for the boot fitting with him is going to take you at least an hour as the way the boot fits changes as you wear them and the heat from your body transfers to the boot. Use this hour to ask him about the pros and con a of heat molding, lifespan of your boot, heel liners, and most importantly how to adjust the clips on your bindings. 10/10 would recommend and will be back thanks Tim!"