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April 2024 by Nicolaj S
Great store to see lots of different kinds of equipment. I was hoping to find a decent lightweight tent as well as an ultra light chair on sale, but no luck. Nonetheless, the best equipment and clothing store of its in the area. To get significantly better, you'd need to visit something like Campmor down in New Jersey. Recommended.
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March 2024 by Ed Yupari
This place is awesome if you are an outdoorsy person. Great selections for hiking, biking, skiing, camping, etc.
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March 2024 by T Stephens
REI is still a great store. I haven't purchased anything in a while. I'm waiting on coupons. I'm looking for a replacement small backpack. I did see a few that caught my eye. If I can use a coupon that would make the purchase even better.
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March 2024 by Okie Deadhead
I love me so REI. This last trip, we needed to exchange a gift without a receipt, and the staff made it really easy. I enjoyed walking through the bikes and the backpacks. I have been looking for a new day pack, and REI has many to choose from. They have a great selection of hiking boots and trail shoes. I also enjoyed the clearance selection.
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March 2024 by Deborah Holt
Great place for quality camping gear. Friendly, helpful staff. Easily accessible off of 390.
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February 2024 by Daniel Saltzman
Excellent customer service - Viv was especially helpful and friendly!
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January 2024 by Sindi and Jeremy
My fianceé tried to return two items of clothing back to REI (following all the return guidelines) they received the item and have yet to give us a refund. It is coming onto 3 months now and they keep making excuses saying that they "sent out a cheque" and to "wait two more weeks" (again, it has been 3 months). We will be filing some sort of police report soon cause now it's turned into theft. They have the items we sent back and our money.
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December 2023 by Sindi Skiti
DO NOT BUY FROM REI. They are literal thieves. If you try to return something by mail they will NOT give you your money back. I shipped my order back to their return facility and it arrived at their facility within 5 days of me paying money to ship it back and they are telling me my “cheque” with my return money “hasn’t arrived yet cause you’re in Canada”. They will make up excuses saying that they mailed a cheque with the money but it has been two months and I have yet to receive this “cheque” I’ve called customer service and all the tell you is “wait two more weeks”. This is literally a scam. Also what kind of 21st century company returns your money through a cheque? My fiancé has a member account with them so I have no idea why they can’t just put my money back in my card. Oh I know why, because they hope that I’ll forget about my return and they can keep my money. Customer service is useless. Their prices are outrageous. The quality of their stuff isn’t that great anyway. So I would just skip this place all together. Thanks for stealing almost $500 from me REI.
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December 2023 by Joseph Lynch
I had a wonderful experience at the Rochester NY store. The associates were all knowledgeable and cheerful. Calvin was incredibly friendly and helpful in helping me choose a great pair of hiking shoes.
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December 2023 by HammerDownBoating
Love the store, unfortunately their lax policy towards shoplifters has made it a dangerous place to shop. Got ran into by a thief running out the door with armloads of merchandise, who then jumped in a car and almost ran over other customers in the parking lot. An EE said their policy is to just let them take whatever they want, and they usually don't bother calling the police anymore, making the thefts commonplace. They just holler at customers to get out of the way, and said usually the thieves wheel out entire racks! Beware if you shop here! Unfortunately these policies and lack of theft deterrents will ultimately end in their demise.
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November 2023 by Brittany G
Visited the Rochester store in late summer and was greeted and helped by a wonderful and knowledgable sales associate for at least 15-20 minutes while it was a very busy time during the day. They were super helpful and assisted in helping me find the best product(s) for my weekend plans. They happily answered my million questions without annoyance as well! I visit this store frequently and always am greeted and asked if I need help looking for anything.
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November 2023 by Jeremy Moose
Love this place! Employees are well-informed about the department they're in. Most of them live a lifestyle the REI way. You'll get your questions answered and directed to what you're looking for if you are in a hurry. But, rest assured, because whichever employee is helping you, won't rush you or make you uncomfortable if the place is busy. They'll treat you like you're the only customer in the store. I love it.
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October 2023 by محسن صالح
Very nice people. They filled up my bike tires with air for free. Thanks Kyle and Marie-Gold.
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September 2023 by Roy Willman
While speed and quality are good, bike repair quotes are not honored here: I came in to have a chain replaced and they looked at the bike and said $42 for the chain and $16 labor, but the bill was $55/$20, evidently because they had to add extra links to the new chain. I was waiting around - they could easily have asked if I approved the additional charges.
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August 2023 by Natalie Mertz
Customer service is terrible or more accurately, non-existent. At least 5 employees passed me and none asked me if I had questions or needed help. On a quiet weekday afternoon, there are more sales people in the store than customers, wandering, chatting with their co-workers or restocking, but none speaking to any customers that I can see. Even when checking out, the sales person ignored me and continued on with conversation with other sales people. I’ve shopped at other REI’s around the country and experienced excellent customer service, so this Rochester location is very disappointing.
