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REI

User Reviews: REI

3.2 out of 5stars 72 Ratings (33 Reviews)

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    GoPro Hero 3

    By Yahoo! Shopping User  Jan 11, 2013

    At first I thought I was going to love REI! I selected them to purchase the camera because, even though the camera price is the same at all the retailers I checked, they had free shipping. It got to me very fast and there was one less worry for Chris...tmas. In the days after Christmas it became very obvious that the camera was defective- the camera would not turn on. Troubleshooting revealed that was indeed the case. When I called REI, I was pleased to find that I got right through, and the customer sevice rep was very friendly. I expressed my concerns with issues such as whether to expect a refund or a replacement, and how long it would take to send me the replacement. I was informed by Paul that the enitre process would take less than a week. Since it has been 9 days, I called REI back and asked the status of the new camera. I spoke with Theresa. She was unable to look up my return. She didn't listen to my answers to her questions, which I knew because I had to repeat myself. At the third time she asked me when I shipped my return she finally "figured out" that the return center was conveniently processing returns that they received the day before I mailed mine. She went on to explain that my return should START the process in the middle of next week. When I told her that Paul told me it would take less than a week, she expressed skepticism by saying that she has worked there for 13 years and they never get through Christmas returns "that fast." THAT FAST? Two weeks to even log the receipt of my return is "that fast"? Additionally, Paul had made no notes of the conversation for her to refer to. Implication, Paul didn't really tell me that. So, the moral of the story is that I received a defective product, for free shipping, but I had to pay $16 in return shipping, only to find that it will be nearly 3 weeks before my husband gets his Christmas present back. No bargain. Read more Less

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    Silly me thought that it would arrive by estimated arrival date

    By Yahoo! Shopping User  Jan 2, 2013

    Purchased an item from them and the estimated arrival date is 1/3. That's tomorrow and it still hasn't shipped! I contacted them via chat and was told to read it because that is an estimate and my item will ship tonight via smart post....so I will be... lucky to get it by the end of the month! The customer service rep was the rudest person ever! Told me I shouldn't complain because it was free shipping. Well had I known how long it would take ( if they hadn't lied about it) I would ave paid to have it shipped from someone else! My first and LAST order from REI!!! Read more Less

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    Do you know anything about wheels?

    By Yahoo! Shopping User  Dec 30, 2012

    Took a 40 year old 10 speed Schwinn wheel in to be trued. After two weeks I get a call back and repair sheet saying "spoke nipples are rounded off, cannot get a spoke wrench on it. 3 spokes are too long, going to puncture tube. Recommend replacing wh...eel." I was appalled. Throw a wheel away because it has 3 bad spokes?!??! The park wrench I put on the spokes turned each and every single one of the spoke nipples. None are rounded off. I was disappointed that I knew more than the tech mechanic did, and the turn around time was so poor. Seems like if the product is more than 2 years old it's not worth looking at. I won't be buying anything from my local R.E.I. anytime soon, and will NEVER use them for any kind of service inquiry again. Read more Less

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    Fail

    By Yahoo! Shopping User  Dec 10, 2012

    REI is not a mountain shop. It used to be, but now is another car-camping type store. What can you expect from chain stores anyway? Great setup, but never trust their advice. the only good store ive been to is the boulder,CO one, and that is simply b...ecause anyone caught in boulder giving bad mountain advice is shunned. Boulder is a huge mountain community. other than that ive caught numerous Rei "experts" giving bad advice.... some of which could cause an accident on the mountain. Know your stuff before you go here. Read more Less

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    Online shoppping is poor

    By Yahoo! Shopping User  Apr 26, 2012

    Online shopping, sales and closeouts are increasingly a waste of time. Emails about sales promote items which aren't on sale. Closeout items fit midgets or NBA centers only. Online customer service sends out pointless emails saying 'sorry' but nothin...g else. Irks me so bad, I don't even go to the stores. Day to day prices worse than Amazon's. Read more Less

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    It's awesome

    By Yahoo! Shopping User  Aug 12, 2011

    REI is a great place to make online purchases from. I ordered a snowboard from there, and the process of purchasing was extremely easy. The board arrived three days before schedule! The company seems eager and ready to serve it's customers. Once agai...n, a very good place to buy. Read more Less

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    REI - It''s no longer about the customer

    By Yahoo! Shopping User  Jun 21, 2011

    No pre-paid shipping label? How about negotiating a contract with a shipping company so your customers don't have to shoulder the entire cost of returning items? You guys need to get with the program. I used to love REI, but they've strayed from thei...r roots. I will say there are some great individuals working at some of their stores, but the corporate structure sucks - and it's obvious all they care about now is their bottom line. Read more Less

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    Don't offer 100% satisfaction guarantee if you don't want people to return anything!

    By Yahoo! Shopping User  Feb 4, 2011 | 3 out of 3 found this REI review helpful

    I have been a member of REI for over 10 years. They have great product selection, and although prices are more expensive than other stores, I still shop with them because of their satisfaction guarantee - it's like a peace of mind, knowing that if th...e item doesn't work out, I am not stuck with it. I have yet to exercise this option as I didn't feel right returning anything that has been used. I have been to their garage sale and am always amazed at how used/beaten certain items are that REI takes back. These people really took the life out of the item and then brought back to get their money - are you kidding me? Anyway, REI has been harrassing me in the last few years because of my "high return rate". Yes, I did return a few items, but most of the "returns" were actually price adjustments. They simply could not refund the price difference but instead I had to return and repurchase. This is their problem, not mine and it should not be counted against me. A few years ago, I received a letter in the mail regarding my purchase pattern and when I went to the store to shop, somehow my membership was red-flagged and I would not be able to walk out without being harrassed if I use my membership. I still shop there because I like their products and I made sure I don't return anything anymore - even when they are new and unused. Fast forward 3 years, I just received another letter from REI asking me to take my business elsewhere. I am appalled. This is borderline harrassment in my opinion. I will be more than happy to take my business elsewhere but I am just surprised at how REI handles this. Read more Less

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    Service Sucks

    By Yahoo! Shopping User  Dec 4, 2010

    I've been a member for over 20 years, and in that time their service has gone down hill. They used to have "gear heads" as sales associates who used what they sold, and were knowledgeable. No longer. Typical scenario, three employees chatting, while ...multiple customers need help, has happened one too many times for me.I'll pay a little bit more and shop at the local (Colorado Springs) independent. The indy has friendly, knowledgeable staff. Read more Less

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    Worst payment requirements ever

    By a customer via post-transaction survey  Apr 1, 2010

    I was looking forward to dealing with this company - they had the products I wanted, at a price that was great, and the transaction seemed easy. But unlike everyone else I have ever dealt with on the internet they then wanted more "security" informat...ion - apart from the hassle factor or providing what they wanted, sending credit card and identity information via email is extremely unsafe, and completely unnecessary. Unfortunately I had to cancel my order as they made it too difficult (and risky) to shop with them. Read more Less

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