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September 2025 by Haibo
This place used to be awesome pre covid. Now it’s just messy, with no customer service and worse, very little in stock. I won’t be shocked if this location closes down soon.
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September 2025 by Sean Oconnor
Had the best customer service ever from Chelsea thank you so much!
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September 2025 by Jun Simons
Good selection of gear, not the biggest REI in terms of clothing options. The staff are nice and they have stuff for hiking, camping, running, etc.
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August 2025 by M C
Got a nice bike helmet, but was pestered about joining the membership. Please do better and learn that no means no
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August 2025 by Charles Bao
dog friendly hooray! and shout out to andrie!
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July 2025 by Ryan Lothian
Quality has dropped - one wash and a button was falling off.
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July 2025 by Lillian Kaufman
My partner and I had a great experience during our first visit to this REI!! We came in to look at backpacks and Emma spent an HOUR explaining and demoing a few different packs for us. She was so kind, patient, well informed and eager to answer every question we had. She helped us find a discounted pack for great value. Thanks Emma!!
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July 2025 by Benjamin Freidin
Wouldn't honor the sale tags on their displays. Didn't remove the anti theft devices on their products, so had to return to the store.
Products are decent.
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May 2025 by selena gray
no customer service, no one ever approached me to ask if i needed help but as soon as I was looking at shoes a worker pretended to fix a section., it was my first time ever in the store and it felt like i was ostracized.
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April 2025 by Anthony
Hello,
I recently placed an online order at Boston REI and purchased a item for $130 (cycling bibs). When I came to pick it up at the store, I asked the cashier if they had a small bag so I could carry it conveniently. To my surprise, she told me there were no complimentary bags available — instead, I could buy one for $4.50.
Honestly, it’s baffling. When you spend $130 at a store, you would expect at least a basic bag — something that would cost the store maybe 10 cents — to be included. But to pay $4.50 at a major retail store just to carry a small item? That makes no sense.
What if I had plans to walk around the city afterward? Was I supposed to parade around carrying the item awkwardly in my hands? Or feel forced to pay $4.50 for a tiny bag? This policy feels unreasonable and out of touch with basic customer service expectations.
Because of this experience, my overall rating for the store would be 2 out of 5.
You fulfill online orders — surely you ship items with packaging included. So how is it that you can’t offer a simple bag for a walk-in pickup? It’s honestly embarrassing.
PS Not sure if I want to buy anything from here anymore, sounds like a cheap business model.
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April 2025 by Radoslaw Piasecki
I do understand the care for the planet earth but I bought approximately 7 items from that store and I have not been offered a bag. I’ve been told I can place my items in a shoe box I want to as they don’t have any bags?!
Poor customer service. Spent an hour in the store. Not a single person approached with any help. 3 members of they staff been chatting about their holidays.
If you want to experience a good outdoor store better to visit the signature stores like Patagonia which is next door where service is excellent and you don’t need to search for a sales person to help you with your inquiry.
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April 2025 by Timothy Grace
Great store that's very well-decorated/designed. Not really my type of store, but there's a good selection of stuff here, including some cool maps and field guides. Lots of solid equipment for the outdoors too!
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March 2025 by John Pilcher
I have watched them happily take back clothes that were obviously used and The return was clearly inappropriate and also give people a super hard time for totally legitimate returns.
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March 2025 by Sarah Lessin
The bike shop saved my bike. Shoutout to Nic and Scott for their great work and clear communication. They know what they're doing!
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March 2025 by M Singh
Staff does not respond. Asked for fitting room help , 2 times at the front desk .. waited in between 30 monutes. No one showed up . Store does not have sufficient light to see things you are buying . This location is terrible , should be closed .
I ended up buying at patagonia store in newberry st.
