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January 2024 by Johanna Bronk
Learn to take a phone call. I spent 15-20 minutes on the phone with someone who admitted he had no idea what he was talking about (wrong department) and just kept speculating about things, wouldn’t respond to my direct questions—all after waiting 20 minutes on hold. If you don’t know something, insist you don’t, tell them when to call back for right department, and let the customer go already when they say they have to go.
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December 2023 by Jon Pan-Doh
High quality outdoor gear.Decent sized re-supply section (used goods, formerly called garage sale), but it’s only open Saturday and Sunday.Also had a separate clearance section (in addition to normally dispersed clearance/sale sections per category
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October 2023 by K
Staff are knowledgeable and always offering help. Returns are quick and easy once you get to the counter. However, lines tend to be long since the purchase and returns are all done at same counters.Returns- since I am a member, I have 1 year to make returns. However, I try to decide if I like things within a month so not sure what it’s like to return past that time frame. I have returned brand new and gently used items without issue!
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October 2023 by T J
Title: "Disheartening Customer Service and Unresolved Bike Troubles at REI Store"I had high expectations when I made the decision to purchase a brand new bike from the local REI store, with the goal of embarking on thrilling trail rides. The bike itself was a sight to behold, and its specifications seemed to promise an exciting journey. However, my interaction with the REI store's personnel has left me profoundly disheartened.Shortly after taking possession of the bike, I didn't have the opportunity to explore the trails extensively, and I opted to store it in my garage. To my dismay, I noticed that the rear tire consistently went flat. After inflating it, I found myself having to do so again every four days. Concerned about this persistent issue, I reached out to the store and was instructed to bring the bike in for an evaluation.Upon arriving at the REI store, I encountered a disheartening and dismissive attitude from their staff. They were adamant that frequent tire deflation was "normal" and implied that I should simply inflate it before every ride. This explanation didn't sit right with me, particularly when the front tire, which shared the same specifications, exhibited no such problems.To exacerbate my frustration, when I insisted that they investigate the tube for leaks, they initially agreed and took the tube inside for examination. However, upon returning, they provided assurance that the tube had no leaks, without offering any concrete evidence or details of their inspection process.They offered to replace the tube without a proper inspection, further highlighting their unwillingness to confront the problem's source.When I requested a tube replacement, they abruptly declared that they had none in stock, reiterating their position that this was a "normal" occurrence that I should accept. My frustration reached its peak at this point, and I escalated the matter to the store manager, who acknowledged the unacceptability of my experience and pledged to address it with the bike technician.However, even with the manager's intervention, the problem remained unresolved. To my dismay, after just four days of keeping the bike in my garage, the rear tire was flat once again, while the front tire retained the same tire pressure as when I initially acquired the bike three weeks ago.As a result of my unsatisfactory experience at REI, I have chosen to seek assistance from a different local bike shop. This encounter has left me feeling disheartened and unsupported by REI's customer service. If you are contemplating a purchase at REI, I advise you to exercise caution and thoroughly assess their customer service and support, particularly if issues arise following your purchase. Their handling of the situation, including their insufficient inspection of the tube, has left me with serious doubts about their competence and dedication to customer satisfaction.
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October 2023 by John Quinn
John helped me in the camping department and was very knowledgeable about the product offering available. He seemed genuinely interested in what he was selling and it was refreshing to chat with someone who seemed like they wanted to be there servicing customers.
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September 2023 by Darius Freeman
There was a a great selection. The employees are very helpful. The prices are steep though
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August 2023 by Louis Pepi
I called ahead to replace a tip on one of my Leki hiking poles. The gentleman on the phone the day before, checked inventory, and said yes they have them and had replaced one on one of my own poles a while ago. He actually said that he went and looked and saw them on a shelf . When I got to the store the next day, they had no knowledge of ever selling that item and we're borderline rude and pompous as if they knew better than me. Nothing but a big jip joint. And a wasted 120 mi round trip to boot. They've lost my business.
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August 2023 by Gene A.
No curbside pickup at this location even though it’s indicated otherwise on the website. Stuff is pretty slow at the checkout too.
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August 2023 by Daria Mark
Great outdoor resource store. Two stories and the best part - the back room (on the first floor) has their Re/Supply Re/Use area with lots of great gear (hiking boots, backpacking mats, backpacks, jackets, socks, water bladders, sunglasses, shoe liners, sandals, hats, gloves, shirts, skis, ski pants) at discounted rates. It's well worth a visit if you're looking for quality gear.
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August 2023 by Tyler Payne
Came 7:40, 20 min before closing, but it was 7:40- not late. Employees said my wife couldn’t look around & said there was no time to help pick out a tire for my bike. Rough look for a usually great store.
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July 2023 by Jesse S.
Best backpacking gear store in Metrowest. Has the basics I need to restock and a good selection of tents, sleeping bags and other essentials.
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June 2023 by Bret Hekking
Best outdoor gear store in the area. Join to get an annual dividend on puchases.
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June 2023 by John Palombo
Was in need of a lighter weight Kayak paddle to replace aluminum paddles we have been using. First checked REI online inventory and found Werner brand in stock and highly rated. Compared prices of identical paddles on Amazon, and they were the same. At the store, I met a really helpful and knowledgeable salesman, Doug, who showed me different varieties, composites and weights of paddles. There was no sales pressure to buy one vs. another. I'm very satisfied with the overall experience at REI in Framingham! Thanks, Doug!
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June 2023 by Nathaniel Hodgson
I bought a Cannondale Synapse on sale from the Framingham REI. It’s been a nightmare. They told my daughter not to touch the kids bikes if she wasn’t going to buy one. They over torqued a pair of junk pedals on that took me two hours to get off. They were no help fitting the bike. Go to a real bike shop and save yourself the headaches, their incompetence will become your problems.
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June 2023 by Brenda Silveira
Everyone was very helpful . I had a great experience with Elissa K. She was extremely personable and knowledgeable and I literally left the store laughing and smiling !
