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October 2025 by Julie Reyes
Went to Reno REI due to my usual store not having HOKAS in my size in stock. I was looking for HOKA Trail shoes. Middle aged, short wiry employee standing around doing nothing in shoe dept. I had to ask him for assistance. I showed him my old pair of HOKAS that I was looking for a replacement. He said he had never seem them before. So I picked out a few different shoes to try on. He offered no assistance in helping me select shoes, offered zero advice. My sister was also with me looking to buy hiking shoes too. He treated her the same way. He seemed bored, disinterested. I selected a 200 dollar pair of shoes. The only time he perked up was when he was trying to sell me an REI Membership, which I didn’t buy. They guy who checked me out was like a Zombie. He said he couldn’t wait to get out of there, complained their device to play music in store was broken. Overall a crap customer service experience. I thought about it when I got home, went back the next day, and returned shoes. Went to Reno Running store, they actually helped me select some new HOKAS, imagine that! REI will not be making any money off me in the future— ever!
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October 2025 by Raymond Smith
The return policy isn't very friendly.
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September 2025 by Camille Cheong
I called the ski shop beforehand to ask if they could mount my skis. Drove one hour there, dropped off my skis and then waited around because they said they could get it done the same day. Only after waiting for two hours, they said they didn't have the part available to get the job done. Nothing about the part was mentioned at check-in. It was a waste of time.
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September 2025 by Christine Picard
I recently signed up for my first half marathon. I decided on REI as the place to buy shoes because of the amazing return policy, however the service I received has made me an REI fan for everything outdoor gear. I walked into the shoe department and was greeted by Daisy. When I told her why I was there, she enthusiastically said “a baby runner!” Now, as a 41 year old woman, I could have been offended but her genuine excitement to help me made me excited too. After measuring my foot, asking about my foot strike, and the type of training I do, she set me up with 8 different pairs to try. She told me to test them out, run around the store (literally), and left me to it. I decided on a pair and thanked her for her help, but before I left she warned me about red lining, showed me some amazing stretches, and gave me some of the best encouragement. I did my first long(ish) run today and the difference between these and my old sneakers was astounding. This was the BEST retail experience I’ve ever had and it’s all thanks to Daisy in the Reno store. Give this girl a raise!
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September 2025 by Ryan Collier
Got great help from Dee with a water filter issue I was having. She was super knowledgeable abt the filters and helped me pick out a new one to replace the old one. Also helped me return the old one that was causing problems. Overall incredible service.
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September 2025 by Jesse Tribby
Despite being absurdly busy during the Labor Day sale, Michele went above and beyond, both on the phone and in person. Best customer service I've had in a while
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August 2025 by Heidi Geisler
Well, as a former employee at long long long time ago in the Bay Area, this place is great. I'm biased however. But they always have great gear and clothing. Great advice as usual. Patient staff...one time I watched staff in the sleeping bag area listen to a customer try all kinds of bags and mats, talking away and then leaving and buying nothing. Oh I know the pain you go through as an REI employee but that's what the store is there for - so you buy the right equiptment and are happy with it. Maybe you go home and think about it and come back and buy it. I recently got a new Garmin Fenix, amazing watch. Bike clothing could be more plentiful but the space isn't that huge in this location. Women's clothing and gear is great. 15 years ago I bought some hiking boots that ended up being the best boots of my life; recommended by staff. And best part....you guys still offer maps and books!
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August 2025 by justin reichlin
Bought a camping mattress just under 200 each x2 , the salesman showed me something completely different to what I bought in terms of thickness, literally can feel the ground and and every stone it’s so thing, bad value and marketing. REI Reno for the playa never again
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August 2025 by cesar flores
A lot of sports equipment
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August 2025 by Katie Knowles
Had an AMAZING experience with Deb today! She spent an hour getting my husband and I properly fitted for 35l packs. I had previously bought one online for a backpacking trip through Peru and realized it fit me like a bad bra. I stopped in here today on my way to Truckee; I’m so glad I did! We both walked out with properly fitted Ospreys. I’m very thankful for her patience and answers to all our questions. She knows her stuff! Also, the checkout girls were awesome. Very friendly location.
Happy to have bags to test at Frog Lake next week.
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July 2025 by Stuart Fellows
I live in another state, and I come to Reno Rei as they have knowledge of the outdoors. Plus they provide amazing advice on what to purchase.
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July 2025 by D H
Their products are top quality no doubt. I came in to buy a hat which was great and priced just right. I would have given a 5-star rating but the checkout clerk was very pushy when it came to joining their loyalty program. Once I made it clear I wasn’t interested in joining, she instantly became unfriendly.
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July 2025 by Marcella Jones
I was on my way up to the Canadian Border to do some of the GDMBR route when I noticed there was something wrong with my tubless setup. I had suspicions of the valve stem and rim tape since it was a new tire, but I was traveling, so I did not have my usual kit with me to fix it.
The team at the bike shop, particularly Anthony, was very helpful in getting me back on the road for my trip. They squeezed me in immediately so I could make my way to Canada quickly.
Thank you so much, REI team! Thanks to you, I was able to complete my trip with minimal delay and no further tubless issues.
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July 2025 by Cornelio Payan
Very helpful counter staff. Employees on floor were very accommodating.
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May 2025 by Tammy Graham
Always helpful staff and pleasant experience
