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March 2024 by Joe
This store is hit or miss for me. Most of the time it hits and the staff are helpful and share good info.This store is really popular at certain times of the week. So I've noticed if you're there during those times, it might be next to impossible to get one-on-one time with an REI employee to ask them questions about gear. There's too many people in the store.If I need to talk to someone about gear I just come back during the week. Google maps shows a graph of the least busy times.For everyone not getting the customary customer service they're used to, try to remember REI is a co-op and the machinery runs a bit differently. This is a non-profit member-owned company and it doesn't operate like most of the stores you're probably used to.For the best experience:Avoid peak hours.Understand it's a nonprofit.Become a member so it feels like you're part of the team and supporting the co-op.
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March 2024 by Brook Hildreth
I live across town and with traffic being the nightmare that it is in Nashville, I called this location to see if they had a particular shoe in stock. I’v called four times and after being left on hold in footwear for roughly 10 minutes each time, have inevitably had the call drop four times. This was also all between the hours of 9am and 5pm (not back to back consecutive phone calls)! I worked for an outdoor retailer for 5 years and completely understand that sometimes you get tied up, but this is ridiculous. I love REI as a company, but don’t expect to get any type of help over the phone at this particular REI location. I went ahead and just ordered the shoes from Moosejaw.
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March 2024 by Fabien Couteaud
Customer Service Manager, Sean, is great at his job!
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February 2024 by Jay Rogers
Expensive but fabulous! Plenty of top notch gear for the hardcore outdoor enthusiasts.
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February 2024 by Erin Francis
I had an absolute nightmare of an experience with an online order placed as a Christmas gift. I ordered a shirt on sale at the beginning of November. At the beginning of December, I still hadn’t received a shipping notice or any correspondence from REI, so I called their customer service. The representative told me the order had been canceled by the system (thanks for letting me know, REI?) and that we could place a new order, but of course the size and color I originally ally ordered was no longer available. I ordered the shirt in a large in a different color. It arrived a week later and was an XXL-wrong size. I gave it to my brother in law anyways, who returned it for a gift card. The first week of January, I noticed another hold charge on my credit card and then received an email that the original shirt would be delivered to the store the next day. The manager advised me to have the gift recipient come in and they could do the return to refund my credit card, and then purchase the shirt with the gift card. When the return was being processed, the manager asked my sister if I had bought it on sale because they had a two week return policy for sale items, but he would adjust it this time. What?!! It just arrived to your store 2 days ago!!??? After waiting 2 months for it and telling me it had been canceled (wasn’t) and then sending the wrong size?! So much incompetence by this company. I’d never purchase online again.
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February 2024 by Joshua Wolff
I went to the store to return an item I was given for the holidays. I waited by the return desk for almost 15 minutes before giving up because no one was there or even at the registers. I went to the cycling department to try and purchase men's cycling pants but couldn't find where they were located. I found a couple employees hiding in the bike shop and asked them where men's cycling wear was located and they said there wasn't any because the corporate office wouldn't let their store have any and they had been trying for over 2 years to get some. Everywhere i went there were items thrown under racks, piles of clothing, zippers unzipped and items falling off hangers. The place looked like it had been ransacked. The few employees I saw were engaging in conversations with each other and not the customers or caring about the poor state the store was in. I think its utterly disgraceful that this company cares more about profits over people and their own "professionals" they hired. It's obvious this strategy is failing as half the store seems to be clearance items or broken things from the garage sale. Anyone can see why its better to support small local businesses instead of places like this. I would rate zero stars if I could, probably won't ever shop here again and will see if I can get a refund on my membership I was severely pressured into buying.
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January 2024 by Jeff Harris
They had what I needed.
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December 2023 by Aimee
I placed an online order for in-store pickup and received an email confirmation that stated if I wished to change the pickup person, I should forward the email to them and they could use the barcode in the email to pickup the order. So, I forwarded the email to my husband and he went to the store for pickup. Despite having followed the instructions per the email and being able to provide ID showing the same last name and address as mine, they denied him the ability to pick up the order on my behalf. I called to cancel the order and it was not cancelled per my request. Several days later, I’ve still not received a refund.
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December 2023 by Miles McPherson
I hate to do this. Truly. I loooooove REI, so this review is specific to the bike department and its management.Purchased an e-bike. Got on the bike when I got home and the seat collapsed thus snapping off the taillight. Whatever. Won't even call an improperly secured seat after its "thorough inspection," strike 1.Bike stopped working after the first day, and I managed to lose the keys in the melee of trying to fix it. Head low, I sulked back into REI w/a broken/damaged bike and no keys. "We can't do anything without the keys" says the arms-folded employee without getting off of his stool. After several minutes of being educated on the importance of locks and how apparently they work best paired with keys, I offered a new idea. "Hey guys. Crazy thought. What if we replaced the keys?" Blank stares. Enter Joyce, the bicycle matriarch. Joyce tells me that YES I will need to get keys soooomehow(?) and best of luck. With this rousing pep talk in tow, I set about determining that the only way you can get new keys is through the store that you purchased the bike from. Strangely when I looked at my REI receipt it said REI. Same address and everything as the REI that told me locksmiths should be open Monday. I phone Joyce. I give Joyce the briefest of backstories on how I learned from Cannondale that while you shooould get it from REI, things "don't always go so well" and maybe contact another dealer and ruin their day with a problem caused by the store who shilled money away from a small, local business. Back to Joyce. "Doesn't always go so well?!?" Absurd she tells me. Then she tells me why- "Pssshh. We totally get replacement keys for people that have lost them all the time from other companies." My emission was a sputtering, cough-laugh mashup. Oh, Joyce. After I inceptioned the idea, she got right on calling Cannondale and the keys showed up in a short few days. Great. Bring the bike back in, and I'm told that instead of replacing the bike they would "prefer" to fix it, because obviously the bike that never worked has been "ridden." I can wait until they're "not so backed up" or I can pay $150 and get the newer, way more awesome model. Sold. Works great in the parking lot, get it home, and the motor defecates the linen. Back the next morning. "Hi. I'd like to return this bike that I bought last night.""Well we'll take a look at it when we're not so backed up."New plan. Let's wrap this up and leave as friends.Employee guy- "Ok, whatever. So your return is going back to two cards."Me- "Apologies sir, but I only have one card in my life.""Well this says two, do you have another card?""I'm sorry for not having another card, but I still don't. Can you tell me what the $555.55 is for that's likely going to some other shlub's pocket?""No.""Is there someone that can?""Yes."Ok now we're getting somewhere!New manager steps in to take charge. He's got this. I can see it in his eyes."Ok sir! So do you have both cards?"Me - "..."{tear ducts are in the bullpen warming up}After watching some YouTube videos on how to REI the dynamic duo determined that sometimes if you use your phone to pay (which is attached to the only card I possess), it can show up as a different set of last four digits. This process of determining how money works was apparently very exasperating for the less senior employee to a degree that I felt compelled to apologize. "I guess I'm just sorry I paid.""It's fine," he assured me.I'll never not shop at REI, but I think I'll stick to the clothing section.
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October 2023 by M S
Despise being asked to sign up for high interest credit cards, round up and give money while checking out, thinly veiled upselling of the most expensive products in the store. Turns the employees into corporate robots, and makes it a sad impersonal shopping experience. The vibe I get while shopping not about enjoying the outdoors, it’s about bending over for capitalism.
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October 2023 by Joe Van De Carr
Taylor the sales girl made my experience quick and easy. Stewart also made the check out process simple. Both of these individuals were kind, knowledgeable & deserve a raise. Because of their customer service I purchased a lifetime membership with REI for just $30. I am a tourist here in Tennessee from Chicago. I will be shopping at Illinois locations in the future. But those two employees deserve a raise. Thank you!
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October 2023 by Katherine Peters
First time at REI (Sept 25, 2023), beautiful store, but had the worst retail experience of my life. Me and my husband were going to buy two downhill mountain bikes and helmets. Asked one of the sales associates (older-mid 40s, slim, maybe a mustache) if they had any full faced helmets. In a snarky tone, asked us what would we need that for and laughed. Pretty ridiculous given that Tennessee is known for their down hill mountain biking and jump parks. Then after looking at bikes, he randomly offered my husband to go outside and test one, as my husband agreed, my husband suggested that I test one too since we were already going outside and I was trying to decide between frame sizes and full suspension or not. The sales rep then literally stopped us and asked are you actually going to buy one or are you just playing around. My husband said never mind we’ll buy bikes elsewhere and put the bike back. So ridiculous and unprofessional, not sure if this is the same guy as mentioned in other comments, but the experience was very similar. Didn’t know if we didn’t have enough named brand clothing on or if he’s like this to everyone, but could have bought every bike in that store without noticing. Everyone else in the store was super helpful and sweet, but I’ll never shop at another REI store again.
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October 2023 by Sebastian Boehly
Great outdoor supply store. Staff were very helpful and later accepted an exchange hassle free when I decided I'd purchased the wrong thing. An easy recommendation for any outdoor gear.
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August 2023 by Lee Roberts
Window shopped today. Looking is always fun in this outdoors store!
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August 2023 by Greg Goodman
Been shopping at Brentwood TN REI since they opened. Today I purchased about 18 different items for camping and the cashier Jacob told me they are now “Bag Less”. I asked why I couldn’t have a bag and he said he wasn’t allowed to give one if the customer could carry all the items in their hands to their car. Now granted, I possibly could have done it (would have been comical) but I didn’t want to and shouldn’t be required to. Then Jacob got visibly upset at me and then proceeded to forcibly put each of my items into a bag while he stared into my eyes with hatred. I assume this culture is being taught to the employees. REI you just lost a customer that has spent a LOT of money with you over the years.