REI

"This store is hit or miss for me. Most of the time it hits and the staff are helpful and share good info. This store is really popular at certain times of the week. So I've noticed if you're there during those times, it might be next to impossible to get one-on-one time with an REI employee to ask them questions about gear. There's too many people in the store. If I need to talk to someone about gear I just come back during the week. Google maps shows a graph of the least busy times. For everyone not getting the customary customer service they're used to, try to remember REI is a co-op and the machinery runs a bit differently. This is a non-profit member-owned company and it doesn't operate like most of the stores you're probably used to. For the best experience: Avoid peak hours. Understand it's a nonprofit. Become a member so it feels like you're part of the team and supporting the co-op."

"I had an absolute nightmare of an experience with an online order placed as a Christmas gift. I ordered a shirt on sale at the beginning of November. At the beginning of December, I still hadn’t received a shipping notice or any correspondence from REI, so I called their customer service. The representative told me the order had been canceled by the system (thanks for letting me know, REI?) and that we could place a new order, but of course the size and color I originally ally ordered was no longer available. I ordered the shirt in a large in a different color. It arrived a week later and was an XXL-wrong size. I gave it to my brother in law anyways, who returned it for a gift card. The first week of January, I noticed another hold charge on my credit card and then received an email that the original shirt would be delivered to the store the next day. The manager advised me to have the gift recipient come in and they could do the return to refund my credit card, and then purchase the shirt with the gift card. When the return was being processed, the manager asked my sister if I had bought it on sale because they had a two week return policy for sale items, but he would adjust it this time. What?!! It just arrived to your store 2 days ago!!??? After waiting 2 months for it and telling me it had been canceled (wasn’t) and then sending the wrong size?! So much incompetence by this company. I’d never purchase online again."

"I went to the store to return an item I was given for the holidays. I waited by the return desk for almost 15 minutes before giving up because no one was there or even at the registers. I went to the cycling department to try and purchase men's cycling pants but couldn't find where they were located. I found a couple employees hiding in the bike shop and asked them where men's cycling wear was located and they said there wasn't any because the corporate office wouldn't let their store have any and they had been trying for over 2 years to get some. Everywhere i went there were items thrown under racks, piles of clothing, zippers unzipped and items falling off hangers. The place looked like it had been ransacked. The few employees I saw were engaging in conversations with each other and not the customers or caring about the poor state the store was in. I think its utterly disgraceful that this company cares more about profits over people and their own "professionals" they hired. It's obvious this strategy is failing as half the store seems to be clearance items or broken things from the garage sale. Anyone can see why its better to support small local businesses instead of places like this. I would rate zero stars if I could, probably won't ever shop here again and will see if I can get a refund on my membership I was severely pressured into buying."

"First time at REI (Sept 25, 2023), beautiful store, but had the worst retail experience of my life. Me and my husband were going to buy two downhill mountain bikes and helmets. Asked one of the sales associates (older-mid 40s, slim, maybe a mustache) if they had any full faced helmets. In a snarky tone, asked us what would we need that for and laughed. Pretty ridiculous given that Tennessee is known for their down hill mountain biking and jump parks. Then after looking at bikes, he randomly offered my husband to go outside and test one, as my husband agreed, my husband suggested that I test one too since we were already going outside and I was trying to decide between frame sizes and full suspension or not. The sales rep then literally stopped us and asked are you actually going to buy one or are you just playing around. My husband said never mind we’ll buy bikes elsewhere and put the bike back. So ridiculous and unprofessional, not sure if this is the same guy as mentioned in other comments, but the experience was very similar. Didn’t know if we didn’t have enough named brand clothing on or if he’s like this to everyone, but could have bought every bike in that store without noticing. Everyone else in the store was super helpful and sweet, but I’ll never shop at another REI store again."

"Taylor the sales girl made my experience quick and easy. Stewart also made the check out process simple. Both of these individuals were kind, knowledgeable & deserve a raise. Because of their customer service I purchased a lifetime membership with REI for just $30. I am a tourist here in Tennessee from Chicago. I will be shopping at Illinois locations in the future. But those two employees deserve a raise. Thank you!"