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March 2024 by Meg H
In prep for a winter trip, I did a bunch of online ordering of clothes in many different sizes and then returned them all, keeping the few that fit. I’m a busy mom with young kids, that’s how we have to shop. The young man who did the returns for me was not patient, almost hostile. Made me think I was breaking policy by returning unused clothes with tags. My husband has had similar experiences. Returning something unused? Should take a few minutes! I stood there forever with fussy kids. Every article, he asked questions. It was exhausting and has soured my feelings on this store. I’ve been spending most of my outdoor money at REI for two decades, in fact, as I stood there I realized that every single thing I was wearing was purchased from REI.
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March 2024 by Michael
*UPDATE 2* It has been 2 months and REI have not relinquished in trying to enforce a triple charge on my account for one ski bag. I’ve been in talks with my credit card and REI is insistent I filled multiple exactly the same priced receipts on the same day with the same receipt number. Card company states REI is the problem in insisting on the hold. Wish I could give this scummy lying fraudulent company fewer stars. In store rep in January literally said “oh don’t worry about multi charges, those never stick” okay bud. Sure thing..*UPDATE* I’ve now been triple charged with still no resolution. It’s been 10 days since the original issue and the only changes are that they fraudulently charged me an additional time in the last day, and now reps in the physical store have dismissively refused to help in any way as well. Store employees when asked novel questions get PISSY and RUDE. I’m now out $400+ instead of $200+ for going on a week.Additional “perks”:1) The garage has also somehow increased in price so you now need to pay an un-validated/unsubsidized $14 to park and be abused by the morons at REI.2) my package was broken anyways so I’d need to return it if I didn’t so urgently need the late, broken equipment that I’m going to fix it myself and use broken brand new equipment instead of being able to return it and be triple charged a second time.*ORIGINAL* Double charged me for an expensive item I ordered for pickup while simultaneously marking the package, which tracking showed to have arrived at the store already, falsely delayed for several further days. Completely unresponsive customer support on phone and online. Need to take action through my credit card company to get the fraudulent charge reversed. Hope to never shop here again.
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March 2024 by Elizabeth Rockwell
Great customer service, sports gear!
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March 2024 by Frank Foley
Best store for gear, athletic or otherwise. Two floor workers helped my husband and I choose excellent winter hats. My husband is a member and they still had him by phone number! We are very pleased with our customer experience.
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February 2024 by Golda Sinyavskiy
Really slow staff, literally told the cashier I’m in a hurry and she proceeded to hang and fold everything when I told her I’ll just put it in my bag. Asked for help picking a backpack and the guy helping was asking questions when I clearly knew what I wanted. He came across patronizing.
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February 2024 by Continental Beverages Private Ltd
I been to this store sometime back and I was impressed with all the products being offered. Good luck.
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February 2024 by Steven Gilbert
My hat’s off to the staff at REI who took the time to sharpen my old skates to razor edge!As I have a lifetime membership I couldn’t pay them, not even a tip.
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January 2024 by Jose Guerra
$10 to park is too much. I just needed to exchange a shirt for a different size. I had ordered online for my son and I had guessed wrong. REI is great and all, but ten bucks for a half hour is wrong.
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November 2023 by Liqiang Shi
Edit: 1 star --> 3 star. The general customer service hotline was able to fix the problem with my order the next day. They had to call on my behalf to the store. The lady on the general service hotline is much more helpful and attending to customer compared to the store staff.Poor logistics and inventory system created terrible customer shopping experiences. In addition, the store's sales staff was unhelpful. Marketing strategies feel deceptive, coupled with a lack of competitive pricing for their products.
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October 2023 by Elizabeth Schneider
This REI has stood the test of time. There's always construction around but now there's a new bike path for better accessibility. Staff are amazing. They host events with 401 Park throughout the year. Love this store!
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October 2023 by Allan Johns
Visited on a rainy Saturday. Three groups of customers and I all waiting around the shoes area for more than 10 minutes. Only one employee of the roughly 5 around was helping anyone.I overheard one of the employees not helping anyone say "I soooo don't want to be here right now." After 5-10 minutes I went and asked one of them to help. They did get me the shoes I asked for in the size I asked for then didn't come back.I made a note of the things I needed and bought them online direct from the manufacturers once I got home.Maybe the employees should be working on commission here, because they don't seem to work at all right now.
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October 2023 by Daniel Lowe
Jimmy in the bike department was incredibly helpful in setting up my Brompton test drive, and he sold me on REI and a COOP membership. I ended up buying the bike and COOP through the REI website since I wanted it in green, and picked it up at the store a few days later.
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September 2023 by Laura Hinrichsen
It was difficult to find anyone to help me in the shoe section. I stood w/ shoe models in hand while three employees walked by who wouldn’t even look at me. When I finally tracked one down he criticized me for choosing road shoes & trail runners, telling me that some people think they need trail runners but they don’t. When I told him I was replacing a pair of trail runners, he agreed to let me try both types of shoe. When I asked him to try on the next size up, he disappeared for 10 or more minutes & came back with the same size I already tried on and gaslit me that I asked for duplicate sizes & when I showed the original sizes he dismissed me again. I noticed that he was dismissive to another woman too, but attentive & engaged w/ a man in the shoe department. When I checked out, the man at checkout was rude too. I had questions and he was also dismissive - he said that they didn’t have paper bags any more & I tried to ask if I could buy a reusable one but he pushed my purchase aside without giving me a receipt & engages the next customer. He ignored me when I asked for a receipt and told me that I asked for a emailed receipt (I didn’t, & it felt like I was being gaslit again) & when I said I needed a printed one he said it was too late. I left feeling ignored and didn’t feel valued as a customer or as a person. This was one of the worst shopping experiences ever. I wouldn’t have bought anything if i didn’t need the shoes for the next day.I was so disappointed from this experience with the REI brand. I came in with a specific need (to replace the shoes I was wearing because the sole broke while I was traveling to Boston for a conference) and I struggled to find anyone to help me try on shoes - and when I did, I was mansplained to and treated dismissively. I walked in with a clear idea of what I wanted and made to feel small for the type of shoe I wanted. I hope that everyone at this store isn’t rude or dismissive - the best case scenario is that there isn’t a healthy culture at this store and these employees were acting under stress. But the way I was treated was not acceptable.I will most likely never visit this store location again.
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September 2023 by Emile Durkheim
wow. horrible experience with the store management. Billy Stuhldreher, the store manager, was sexist, rude, condescending, threatening. Wow. Could not have had a worse experience with this store. As a woman I do not plan to return to REI, a store I have loved for a long time. My friends feel similarly.also there is no parking here and even biking to this REI is difficult and depending on how you do it, unsafe.
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September 2023 by Ferdinand Abirdinand
Lots of love in general for REI. The Co-op and ideals. That said, some of the store managers, Joey and Billy in particular, are mean, sexist, condescending, and threatening. Feels unsafe for employees and customers alike. Multiple friends have said the same. It sucks to live in Boston and have this be our primary REI.