REI

Most Recent Comments

• March 2024 by manfre
  On 3/23, I went in to the Dublin REI and asked for Julian. Dorn asked me why? I told him that I had been speaking with Julian on the phone, and he suggested I ask for him when I was in the store. I also said I preferred to speak in Spanish. Dorn then motioned with his hands to leave because nobody there spoke Spanish and actually said get out of here. Dorn has no business working with the public and it is shameful for REI to condone such racist behavior. Richie handled my transaction without incident, but I’m very disappointed with REI allowing Dorn to represent them so poorly!
• March 2024 by lidia monroy
  Great selection of shoes and clothing.Best deals if you become a member.Highly recommend.
• March 2024 by Leena Sadat
  I wouldn’t even waste my time writing about what an awful service I received today in this store . I would just say they have the worst customer service in checkout and return. I will never return to the store for sure.
• March 2024 by James L
  Has everything I need for camping and biking! Store layout is clean and staff are very helpful. I could just geek out all day looking at the gear.
• February 2024 by Two Sheds
  Always great stuff here at high prices. But, maybe you don't need the very best, so, what do you do? Go to REI to research what is important, then, find what you need at other places, e.g., I needed a sturdy, folding pocket knife with a pocket clip, I lost my Buck knife that was absolutely perfect unwanted to replace it with a $30-$60 knife. REI sales people showed wonderful and very expensive Benchmade knives that cost $250+. No way I was going to buy something that expensive - and lose it. Nothing in the range I wanted and I was about to leave but in the jumble of stock I saw a $20 Coast knife that isn't perfect but satisfied my immediate need. Basically, they have great stuff but sometimes out of my range.
• February 2024 by Ryan Replogle
  I just had an interesting experience trying to exchange a sweatshirt I bought for my mother for a Christmas present. REI ended up keeping my original sweatshirt that I walked in with that was a size too large (no refund) and I had to buy another that was the needed size for my mother.I bought the sweatshirt as a Christmas present for my mother about two months back. It was too big for her. I didn’t have a receipt but I hoped I put it on my REI account. After looking up past purchases on my account, we couldn’t find the transaction where I bought the sweatshirt. At this point I said, “that’s on me looks like I just have to buy another”(I’m still in good spirits at this point). I then reached for the original sweatshirt I brought in and at this point the lady checking me out says, “we must have not rang that in you can’t have it back” (definitely slight confused and irritated at this point). I then say, “I bought this and just walked in with the sweatshirt. We just can’t find the receipt. Why are you keeping it?” She then repeats herself. So I say, “whatever keep it I guess I’ll just buy two and get one.”
• January 2024 by Richard Haus
  Can get enough of REI’s gear - like a kid in a candy store!
• January 2024 by BPM
  30$ per wheel (for members) for a tubeless tire install on wheels that are already taped is too much. And they didn't even centre the logos over the valves. Use the Trek store instead
• December 2023 by Haotian Ye
  Do not get your skis/boards waxed here!!!I usually do not write reviews at all but my horrible experience here cannot go unheard. I recently dropped off my skis with them to get them hot waxed before this year’s ski season started. When I got them back, I noticed some major new scratches, scuffs, and even small chunks that were chipped off from the top sides of my skis. For context, I bought these skis brand new in February 2023 and only used them once for the rest of that season. I took them back to the store and the store manager basically argued that these damages were my fault and could only have come from skiing as she insisted that they have a “safe” workshop. I definitely did a full assessment of my skis before dropping them off and would not have caused them any trouble at all if I knew that those damages were from me (learned my lesson to take pictures of my skis before I drop them off to get them waxed at a shop). At the end of it all, the damages were irreversible so I gave up, asked for my wax service refund, and left. I just can’t believe they don’t want to own up to their own mistakes. I understand that accidents can sometimes happen in their workshop but there is no transparency from them whatsoever when it comes to this. Their treatment with my new and expensive skis is just unacceptable.
• October 2023 by Wendy N
  I went on for a bike rack, but I had questions. No one was around except for 2 employees who saw me but were too busy chatting to help. I finally went over to ask if they were available. The woman (dark curly hair) was friendly, but as I asked questions, she really didn't know enough about the bike racks to give me much help. After a bit, an associate from the bicycle shop came out to help a customer with a bike tuneup. He said he was listening, and when he was free, he tried to help (and correct something she had told me), but he was almost on overtime. He was able to pass me off to the bike associate coming on shift, which was good. However , I wasn't quite sure what to ask, and he didn't really know how to qualify me. I also felt like I was being pre judged for how much money I might be willing to spend. Then a customer came in that wanted to trade in a bike, and he had to go help him. So the woman who had sort of helped earlier was there, and he turned me over to her with her being very aware of it. Then he turned to help the bike. Ustomer and she followed after him and left me standing there. I have NEVER had an REI experience like that! This visit I was ignored and dismissed. No one bothered, knew how to, or had the time to educate me on the various racks. I left the store in no hurry to EVER go back.2 days later, I went to Trek bicycles in castro Valley. I was welcomed, educated, and happily bought a $1000 rack that I absolutely love. I did not intend to spend that much but I was shown all the features and benefits plus assured that when I picked it up they would unbox it, show me how to put it on my vehicle and make sure all my questions were answered. And that's exactly what happened when I picked up the rack.2 days later, I started getting targeted ads from REI, and the SAME rack is 20% off at REI. Do I care that I spent full price at TREK? NO! I don't want to give my money to a business that doesn't care and can't be bothered. They missed a $1000 sale this time, and I doubt I'll be back for anything else.
• October 2023 by Martin Iglesias
  I was looking for a mountain bike for my 10-year-old son. We visited several places in the tri-valley area (Pleasanton and Livermore) and did not receive adequate help and information to choose a good bike for him.We finally went to REI in Dublin and met a nice salesperson (Rebecca) who took the time to explain to us all we needed to know about the correct size and features of the bike. She was professional, knowledgeable, and polite.We purchased the bike! And my kid is very happy with our choice. In addition, I have REI membership and get special pricing on all repairs.
• October 2023 by Lili P.
  Very rude, ignorant, arrogant, and pretentious staff. There was a labeling error for energy gels, and I tried to get the price (that was physically visible) honored. Lee (Asian male sales associate at front) gave me a hard time and taunted me, "Oh, well it's just $2.00" and rolled his eyes. Whether it's $0.20, $2.00, $200... if the price label of an item is visible, the store should honor it out of principle, not out of price. Other large retail companies (Target, Walmart) would do this without question. Lee's behavior is not professionally representative of the REI seems to represent. Both times I've come here the customer service has always been off. I've been to REIs in other locations on the East Coast (Maryland, DC), and the service at those locations are excellent. I won't be coming back here.
• September 2023 by Melissa
  I wanted to buy shoes but the employees decided other tasks were more important. The lack of customer service makes me regret having bought a membership and supporting a place like this. For how much is spent at a place like this you would think the customer would be the priority. Bye REI. There are too many options to settle for your poor service.
• August 2023 by Andrew K
  There is an employee with short hair who was very rude to me on 8/29 around 1pm.I was making a return with another employee and I was confused about what showed up on the price screen. Before I could even finish my sentence, she interrupted me and said “we got it, thanks”. She was not even the one assisting me but she felt the need to let me know how wrong I was and by her own words “confused and annoying”.I have been a co-op member for nearly 10 years, and this location in particular has been declining in service as of late.Management: not sure how to address this but thought you should be made aware.
• August 2023 by emma bucke
  I recently went into this REI to see about returning some boots that I used a total of 13 days over 6 weeks and had already began to wear significantly. I used my 45 minute lunch break to drive down there to run this errand and was greeted by a rather rude and unfriendly employee at the cashier. This person immediately began to profile me, making assumptions of how I used them and began to tell me that I “incorrectly used the hiking boots.” I hiked in them!?! I don’t know what else I’m supposed to do with hiking boots? I was so thoroughly shocked by this person’s gross misjudgment of me, their accusations, and their aggressive tone that I simply stood there and kept saying “okay” not sure what else to do. After accusing me of using these shoes improperly, they then refused to accept my return request. I have for sure returned items to REI, this is true. However, I have been a loyal member for a very long time because they have a gracious return policy and I have always turned to REI over the years having spent thousands of dollars in gear and clothing, completely outweighing the amount I have ever returned. I am an Outdoor Educator and go through gear faster than a typical person who purchases gear for recreation. I have also depended on REI as a director of an Outdoor Education program to purchase all of our program gear. While I absolutely love my job, I also don’t get paid very much so spending my money at REI is a choice that usually I am happy to make because of how typically wonderful they are. Though this experience I had with this particular employee at the REI store in Dublin, CA I feel has absolutely changed my perspective on REI. I’m not one to make many google reviews, but this instance really upset me. I don’t find this store to be particularly helpful whatsoever and would argue other stores in the Bay Area are likely more professional and have staff that is more eager to help you out.