"Great in-store experience but skip on-line ordering and especially do not mail back any returns. Their processes are absolutely draconian.

They use Pitney Bowes as their shipping manager which are like pony express Neanderthals. Refunds are only by US Mail check regardless of any credit card. The process takes one month to ship and 3 to 4 weeks to get your refund by check by mail."

"Highly recommend another retailer plenty of them out there. They don't really care about you or your health and exposing you and everyone you come in contact with covid. I ordered a jacket online the week of thanksgiving it came and didn't fit right so like most companies called to exchange for the correct size. It would have been easy if I didn't use a gift card but since I used a gift card really didn't have any choices except go to the store and do an exchange to get it before Christmas and not just lose the money on the gift card. You can tell the companies that care about customer this is not one. (No price matching. Spent hours on the phone trying to get the right size, had to call back to get a return label) Never use a gift card unless you want a hassle better off giving your business to retailer that cares and understands we are in a world wide pandemic maybe REI doesn't believe this is real."

"Very bad shopping experience. I have returned the product without the money back.
They don't know how to sell abroad
Sending the products to Spain multiplied the cost by three, but the worst thing is that they wanted me to pay the same amount in customs.
I do not recommend to buy outside the USA."

"REI has a draconian returns policy. YOU PAY FULL POSTAGE! To try on shoes, pants, shirts... And there's no place on the site to deal with the issues of a return. You have to call, or just wait.

I haven't had to pay postage on a returned clothing item from an online store since I can't remember."

"I ordered a pair of clearance men's Native Andes sunglasses from the REI Outlet. It was the best deal I could find on the internet. I've been in an REI retail store but don't believe I ever purchased anything. However, I did have a good memory of the store. Purchasing these sunglasses from the outlet store seemed like a great option. Luckily I didn't read the Reseller Rating of their business, because my entire experience was flawless. The sunglasses are genuine and flawless. I received them promptly and have been enjoying them. Maybe some satisfied customers should also post reviews."

"There is no 100% satisfaction guarantee, even if they advertise it. When a defective item is sent back with a letter asking for a replacement, you instead are given a credit that does not include the original shipping charges, sales tax, or the cost of returning the item. Then the user would have to re-purchase the item, where the credit given isn't enough to pay for the replacement, even if new shipping charges are waved. This is what happened to me, and no matter how many customer service representatives were given the story, nobody would do anything about it except repeat the policies. 100% satisfaction guaranteed? BS.

I used to pay the extra for items because of the guarantee. The first time I tried to use it, I found out it was bogus."

"They do not honor their one year return policy. Treated me like I was trying to scam them when I tried to return a clearly defective product without any appreciable wear. And this after assuring me over and over in advance and in great detail to the contrary. I don't know anyone else that has a one year return policy, but in my book it would be far better to have no return policy if you can't honor an existing policy, and far better to have no customer service if you can't treat the customers professionally. "

"I was excited to know that REI was finally opening a gear shop in the High Country of Colorado, since I hate going to the fleet office down on the I-25 in Denver to buy my outdoor equipment. I always go down into the nightmarish Denver traffic to buy hiking boots and check other gear about once a year. Sports Authority in Colorado went broke. REI filled the empty building at Dillon Ridge, Summit County, north of Breckenridge. I did a tour during a slow night around the time of the Grand Opening because I work long days every weekend. Although I walked through the entire store and passed many employees, no one offered to help me find anything. A few weeks later, I was interested in purchasing an 800 down sleeping bag for backpacking because my existing ones are 650 down. My three winter jackets are all 800 or 850 down, so I thought that I should upgrade my sleeping bag. I camp almost every week of three seasons, putting a bit of wear on my old sleeping bags. I was excited at the opportunity to look over the new inventory at the local REI shop. However, I found only cheap sleeping bags, about the same poor quality that Sports Authority had stocked. An REI representative approached and asked whether he could help me find anything. I explained that I wanted to buy either of the Marmot bags that are 800 and 850 down. He told me that the new shop was not offering high-end inventory. I explained that Summit County backcountry enthusiasts are serious outdoors people. The North Face and Columbia shops offered high-end gear and do very well with sales up here in the mountains, although high-end Go Lite where I shopped for years did go broke. The representative suggested that I look at the REI on-line shopping site. I left and did look up offers on the internet. I found the sleeping bag that I wanted, from another dealer, at a 25% discount from what REI offered. REI management in Summit County is blowing-it. "

"I bought a jacket and after trying it on again at home I decided to go one size up in size. The store exchanged it no problem and no hassle. Very easy"

"Ordered a tent from them last week, still hasn't arrived yet... Customer service is slow to respond to my inquiries."

"REI is so customer oriented it is ridiculous! We got a backpack there for my wife for our wedding. 2 years later, we had still not used it. We took it in to see if they could help her size it. They ended up letting us exchange it for a different one....2 year later! Super awesome. "

"I have purchased from REI for many years. The products have ranged from laundry soap to outfitting my son and I for a self supported Grand Canyon crossing. I have purchased a kayak and a high end paddle. The prices are decent and sometimes very good with a sale. But the best part is the selection of high end equipment for so many activities, and the expertise of the sales people. I have always received great advice and fittings. Most recently I had an issue with the fit of a DryTop for kayaking. The customer service was phenomenal. And when I called back with another question on the same product, the previous sales associate had made detailed notes about my issues making it easy for the current associate to answer my questions. In this case REI let me use a 20% of coupon on 2 of the same item in different sizes so I could be sure one would fit. Believe it or not, last year I did the same thing with a kayak. I ordered 2 of the same manufacturer in different sizes to see which fit the best. I had no problem with using my discount. They also have a very generous return policy. Items purchased at full price qualify for a 10% "dividend" each year. You can get an extra 5% dividend if you use the REI Visa card. "

"Ordered 1 pair of acorn boots online. got 2 different sizes in the box. Went to the retailers store and got a full refund.
Found the exact product on another online retailer (Sierra) at $ 19 less!"

"I bought a REI brand backpack from their online Outlet. By the end of two months of using it, one day at an airport I found out the buckle to the front of waist was missing. The strip was so thin that the buckle just fell off. Most of time during my trip the backpack was sitting inside my mom's house or hotels because I used a smaller bag for day trip. No buckle was ever lost or broken from all my backpacks, including an Adidas that I've used for 10 years. I went to the store in hope to get a replacement, but was told I had to buy one at about $5 plus tax. No sorry for the poor quality of their product or anything like that. Not to mention the nasty clerk at the checkout. Since a purchase from their outlet can only be returned in 30 days, I cannot return or exchange it. I am amazed that they claim 100% satisfaction guarantee for customers to return used products, but do not stand behind their brand for $5 parts. Luckily I got the buckle at Joann for $2.88 including shipping and tax. How much would have it actually cost REI? Probably $1. So much for 100% satisfaction guarantee. I will not shop there again. "

"A little expensive but I had a gift card I got for christmas and I needed a new waterbottle that had a filter on it and I got a great one! "