REI

"The guys in the bike department helped me out with a flat tire today. They were incredible kind, patient and helpful. The service at the register was also very good."

"Not sure what's up with this location but my last 3 visits to this store have not been great. I realize people will say this to say this, but I truly buy a lot from REI. The first visit an employee initially refused my return of a defective pair of sandals (3mo old, minimal wear, sole delamination) until I asked for a manager to stop by and the manager confirmed this was clearly a defect. The second visit the employee at the register left while ringing me up and walked away to go chat with another employee (something about catching a recent sports game), leaving me wondering if the transaction was all set, until I saw the emailed receipt. The most recent visit, I brought in my Flash 18 bag which was less than 12mo old and had a broken strap. An employee greeted me at the door and when I mentioned the bag was broken they said that I had probably "overstuffed it" without even looking at the issue. I then told them that this was my 3rd iteration of the Flash 18 over 7+ years, and my daily EDC weight had decreased (I no longer carry a work laptop on me). After trying to explain that, she told me they don't have bags at this location anyways so she didn't know what I was looking for and then walked away. Wild. I got in line anyways and was able to do a return, per policy. Update 12/22: Every. Single. Time. There's always something bad about the customer experience. I think I now dread going to REI? I did a return by mail the other week even though it costs me $5.99 simply because I didn't want to deal with the staff."

"Crazy, I could not buy a cap because according to the cashiers, only members could. I insisted that it was clearly stated that members would have a discount and that I was ok to pay them at full price not being a member, but they kept saying I got that wrong and did not let me buy the items. If I were the store manager I would investigate. This happened on Sunday, 19 November 2023 at around 5pm. Very disappointed and frustrated"

"The cashier I encountered was incredibly impolite when I presented a $30 gift card during checkout. I hadn't signed up for a REI membership myself, but it was a gift from a friend, and I wanted to use it for my purchase. The cashier seemed quite rude, even shaking her head, and questioned the card's ownership. I provided the associated phone number, but she claimed not to find it. After confirming with my friend, it turned out I had indeed provided the correct phone number. While I didn't mind not using the $30 gift card, I was disappointed by the cashier's rudeness and lack of hospitality."

"It is a smaller store than it seems on the outside and there isn’t a great selection. As an example, I picked up a new bike there. The folks at the bike shop are very helpful and will install any accessories you want to buy. But they had barely anything. We’d been hoping to get a basket and maybe bud guards but they didn’t have much beyond a bell and water bottle holder available."