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October 2025 by Leon Terzian
Marc and Al in the Paramus store wouldn’t understand that the pump was put on the wrong spot and there was no sticker for the price they charged me. If I didnt catch the price I would have pay more. Horrible service.
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September 2025 by Gavriela M
I came here to get hiking boots - a simple need, but truth be told I don't know about hiking and I've only ever been once. I had never been to REI so I wasn't sure what sort of help to expect in choosing the right shoe. I was a little frustrated since there didn't seem to be anyone to help... but KENNY turned my experience right around and was able to help me get exactly the right shoe for me and provided PHENOMENAL assistance, showing great knowledge in the products. He's a super respectful and fantastic sales associate - even sold me on the REI Co-op. I came back the next day to use my store credit towards a purchase of socks and a pair of pants. I feel that the prices are reasonable, they're on-par (at least in regards to shoes) with what I'd get at any other speciality retailer. I think the advantage you get at REI at the start - learning what equipment is right for you, helped by recommendations from knowledge staff - is worth it to shop here at least once; I saw other reviews purporting you can buy cheaper on Amazon, but that's literally the point of Amazon. Once you find what works for you, feel free to hunt down a product for a lower price elsewhere... While I didn't buy a used item, I also admire REI's approach to sustainability selling lightly used items returned by their members at a discount. I also especially appreciate their return policy where you have plenty of time to determine if your gear is right for you (not sure if this applies to every type of item).
I will say, I was only here two days in a row, but both days the store really seemed to be lacking in staff. I hate to get frustrated when I know everyone is trying their best, as I know how it feels to be in that same position. I'm not sure the reason for the staff shortage, but it's a complaint I saw in other reviews, so I hope management can make some adjustments to help get more staff on the floor. The number of people I saw working this store is the same number of people I've seen at stores 1/10 this size - and for the vast selection of items present here, that's simply not enough. The staff are willing to help customers and are friendly to boot but you can't provide a good enough customer experience without the employees to provide it!
Again, I'd like to thank Kenny for his help and hopefully I will be back soon (but not TOO soon) for another pair of hiking boots!!
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August 2025 by Alana Arnell
Aly in the shoe department was absolutely splendid!
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August 2025 by Lu Ga
For an outdoor company, they’re NOT pet friendly. Disappointing.
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July 2025 by Robert Caruso
Waiting is the name of the game here, to find someone to help you, you will wait. To checkout...you guessed it. You will wait. The employees are more concerned with chatting with customers than helping customers. And I'm not against a few words being exchanged with a customer but when there are 10 customers in line.....Shut up. Be warned, the last thing you want to do is order online and come in to pick up. You will absolutely save no time as you have to wait on the checkout line anyhow. Buy elsewhere as the prices are high, no wonder REI is in financial trouble.
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July 2025 by Buddy Jenssen
Very poor service in the bike department. Had to wait half an hour for service to purchase an overpriced kayak rack. They didn't have all the parts so I had to wait two weeks. The staff in department need a lesson in customer service. Their prices are very high as well. Ive been a customer member for many years guess next I will be shopping elseware I assume the CEO Greed pig is not concerned with customer service as long as he gets his multi million dollar salary
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June 2025 by Susan J
Do not purchase here if you can find it at any other big box retailer for the same price/cheaper (which you definitely can and in my case I should have done this).
I was sold a membership to help support a co-op, give back to my community, and sold all the benefits (returns within a year, specific access to gear, etc). After making a purchase I came back to REI to return two mattresses. I put a waterproof cover on them during the trip so they were in pristine condition. Before even seeing the mattresses they tried to shame me for returning “expensive gear.” Said people like me are the reason this store will close?! I told them it’s their return policy and as a member I actually get a full year to return and I am returning it in less than two weeks. They then tried to blow up both mattresses to find defects. Couldn’t find any issues with it and reluctantly went through with the return. I could hear them talking about me and a third employee even came over and looked at me and shook his head.
They then tried to give me money back on a store credit. I said no I want it back on the original payment and again more grumbling. I assume they do this so that members do not return to their store after feeling ostracized and embarrassed and thus the store credit goes unused. If they have a problem with corporate policy they should simply stop allowing it or take it up with corporate.
If you want to buy anything from this store just look at Amazon - it will be the same price if not cheaper AND you’ll be able to return it without the long tedious process, an unnecessary guilt trip, and embarrassment.
I wish there was a way to get my membership fee back because I will not be purchasing anything from here again.
Some of the bad reviews do mention discrimination which I would never try to pull that card but I think maybe if my skin color was different (there were two other returns right by me that happened with no problem, no shaking of heads, and no “trying out” the merchandise).
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May 2025 by Volodymyr Buell
Never had any issue with this store, prices for some brands are way cheaper than is amazon. Highly recommend!
Once I had issue with shoes (the right had a manufacturing defect, which I noticed only in a half a year after purchase) and they replaced it with a new pair.
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September 2024 by Catherine Smith
I had a very expensive bike overhaul done a few months ago at the Paramus shop and I’m very disappointed. The bike was supposed to be cleaned up so I guess it was but it looked just the same. More importantly the bike doesn’t change gears easily and the gears sometimes slip. This was never a problem before the overhaul. I was told that my bike was in bad condition and not safe to ride, which was probably accurate, but with the gear problem I no longer feel safe or comfortable on my bike and I did before. For the amount of money the overhaul cost I expected better.
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August 2024 by N. Patel, DDS
Have been REI member for quite some time. We have been there multiple times and being helped very nicely.
However today we went in and we are very unhappy with Isabella's customer service skills.
Marcela at shoe section was extremely helpful and nice.
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August 2024 by michael pastacaldi
I bought a Thule car storage unit there, and after the second use, the key broke off in the lock. They then told me that the keys not covered in the warranty, despite the fact it is now unusable. I escalated and spoke to a manage to no avail. Buyer beware at this store, and I am not going back.
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August 2024 by Julianne Brown
Wallace from the bike shop went above and beyond to help my dad fix a bike for his grandson! My dad was raving about how well he was treated and how accommodating Wallace was to make sure his grandson got his bike in time for his birthday. We could not have been happier with the service!
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July 2024 by Rich Goldberg
We were given 2 electric bikes and needed to get a hitch carrier. We were pretty perplexed despite doing some research before hand. Fortunately REÍ had a great selection, and the associate who helped us, Marc Ayala, was outstanding. We thought we were going to buy from a local bike shop but he was so helpful we bought it from REÍ, and added several other items. Plus I love that they can assemble it free for a co-op member. And the return policy and way they stand behind their products gave us added confidence.
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July 2024 by Sajjad Mohammad
Kyle the young handsome salesman from Virginia took his time to help me find the perfect pair of superfeet insoles, I work long hours and am on my feet all day. He also recommended the bed possible shoes for me. I recommend his services with REI and I admire his skill in multitasking.
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June 2024 by Spark FPV
This guy Kelly steps in front of the lady at the counter that was already issuing my return for my 150$ worthless sleeping bag. On the first night camping it gave up. Kelly has an attitude that seems a bit off he wasn't a leader more like a boss, when I asked if he was in charge he said "me", but then I was told the actual manager comes Tuesday.
This is an example of how people abuse their power they think they're in charge. I am sure this guy Kelly is hitting on the coworkers using his "power" , why would he interrupt my return. She never called him, he just stepped in. Kelly is a very weird guy with an attitude.
