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August 2025 by Jackie Chong
Always have a great shopping experience here at REI! Giovanni was knowledgable and super helpful with helping me select my first 65L backpack!
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August 2025 by Gregory Fellows
Long story short, I don't consider myself a member or customer of REI anymore.
The first time I took my electric bike into the repair shop; I requested the side mirrors to the new bike be installed I had trouble doing on my own. In addition, the front disc brakes were rubbing. On the day it was due, the lead technician called me up to inform me they had lost the side mirrors I requested to be installed. They in turn replaced them with new ones on the house. I decided to give them the benefit of the doubt by coming back a second time for another issue that arose later.
Turned out to be a big mistake.
The aforementioned issue was the rear brake pad began to squeak after a day trip. I went back to have it serviced. A different technician called me up to inform me the repair got done two days earlier than expected. Walked there to ride the bike back home, paid the fee, and went on my way. Immediately an error code came up on the display. Rode back to the shop and requested they repair it. After spending two hours, they couldn't fix it, so I walked home empty handed.
The next day I returned to pick up the bike, the error code was now gone (the cable to the rear motor did not get connected properly). I began the ride home again, only this time for the rear bike wheel to fall off completely! I could have fallen to the point of getting injured. Thankfully, that did not happen. After muscling the bike back to the shop to get the problem resolved, I again was turned away empty handed after spending a total of three hours in the store.
Called up the next day to ask about the status update, only for the lead technician to inform me the rear bike motor got damaged to the point of needing to be replaced completely. After over a month of waiting, the repair is complete after the parts arrived at the store. Suffice to say, I am quite dissatisfied.
I give two stars and not one due to the fact that I've shopped at REI for many years prior to this situation occurring. However, it is clear now that some of the staff are not competent in their job functions. Too many apologies without results to show for it. I am done being taken for a ride.
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August 2025 by Mayer Adelberg
This REI ROCKS. Peter -- my friend says you are incredible. The staff were so patient with us as we worked out a really strange corporate kink in the system. It all worked out. Store was very clean and nice.
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June 2025 by Jon Henson
What a reminder of why going into a camping store to buy something is so much better than Amazon.
The staff knows their stuff and really care.
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June 2025 by Roy Stockton
Not only does this store have everything you need to enjoy the outdoors but the service was outstanding!!!! George took great care of us and helped us find the perfect backpack for my son. He measured him, adjusted three different packs to fit him, and loaded them with 20lbs of weight so that he could walk around with them to see how comfortable each one was to carry. After all that my son was able pick out the backpack that worked best for him. Thank you REI Concord and thank you again George for taking such amazing care of us!
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May 2025 by Peter Hansen
Great experience! Keane was very helpful in getting us hiking shoes.
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April 2025 by Christian Y
Went to the Concord location and was greeted by Jonathan. He was very helpful and asked if I had everything for my camping system. It is very rare to have someone so knowledgeable and passionate about camping. Full of advice and experiences to assist in any senario
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March 2025 by CrispinTapak Ranjo
Quality outdoor. Good customer service
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March 2025 by Marisa Tsai
Was interrogated about why I was returning too-long ski poles close to the 1-year deadline, return terms which were set by REI. Manager combed through my store visit history (?!) and asked why I hadn’t returned them on my trips to the store between last March and now. FYI, skiing is a seasonal sport, so testing gear in June is a tricky proposition. I used to shop at REI because their flexible return policy allowed my family and me to find the right sizes for gear. A truly interesting customer service choice!
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January 2025 by Darren Hall
What great customer service today from Dasha, whom was so very patient and attentive with my 96 year old mom in selecting new shades. Thanks Dasha!
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January 2025 by L S
We went to REI to get some new hiking boots and a few other items and the REI employee-Jonathan, upstairs in the shoe department was excellent! So knowledgeable of not just shoes but other items we asked about. A+ customer service!!! Thanks Jonathan for your help. We'll be back to shop there again soon.
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November 2024 by Jim giacomino
New green hat
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November 2024 by Grace Lin
Beautiful co-op store! pity you have to buy a $30 membership for the discount stuffs
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October 2024 by Susan Wright
Friendly, knowledgeable employees every time I shop at REI.
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August 2024 by Abdullah Zainol
Called to ask a quick question about a pick up in store order made online and had someone very unhelpful and snarky answer the phone who’s idea of assistance was, “Cancel the order and pick it up yourself if you need it faster.”
No one is trying to rush you guys, I just want to be able to come in and pick up my order slightly earlier than 30 minutes before store closing.
Usually have a good experience with REI staff but this was disappointing. Treat people kindly please.
