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March 2024 by Dan Kang
Went to the store to buy a bike trailer for my kid and got one that was defective. I took the trailer to the store and even the guy working in the bike shop who was bigger and stronger than I am couldn't get it to work the way it was supposed to and instead had to use a workaround by using a different grip that is not explained in either the manual or their official videos. That to me sounds like it's defective but both phone customer service (Justin) AND the bike shop guy (John) was saying it's just the way it is and that it's tight from the factory for a reason. I understand that, but I don't believe they would make it THAT tight.It was my hands PLUS my wife's hands and we weren't even close.Fast forward a day, I place the order for the same trailer and wow it was already ready for pickup within an hour! That was very suspicious I thought.Lo and behold it's the same trailer stuffed into the box with bulging sides and damaged/ripped corners.Customer service says that they can't do anything to help me out with shipping either even though the store made the mistake of putting the defective product back on the floor.Once I use my gift card, I don't think I'll be returning ever again.
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October 2023 by P. Anh Nguyen
Their primary items are clothes and outdoor equipments such as bike, shoes, tents. They don't have sports equipments likes bow, hunting gears.
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September 2023 by Zig
Visited after checking online and here, on 9/3/23 @ 1pm, and the store was closed with no warning and without specific cause. Extremely disheartening when traveling to a decent hike and counting on REI for gear to accomplish said hike.Now, let’s hope the Tyson’s location is open.Holiday weekend with a store closed in these times is tough to accept.Maybe I’m just being sensitive due to my situation?
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August 2023 by Gurmeet Singh
Folks at service counter are super friendly, helpful and great at what they do. Last week, we been there for two different bikes and they went out of the way to help out, were super polite and did an awesome job in fixing our bikes.
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August 2023 by Janeth Alvarez
Yesterday was our first time at this location and it was great! Very clean and organized. The staff was very helpful especially Jacob who assisted us in the bike section and was super knowledgeable. We found some great clearance finds and will be back to find a suitable bike for me with Jacob’s help.
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August 2023 by Andi B
Disappointed in staff and management behavior. While shopping a couple days ago the staff accidentally overfilled a tire causing a very loud explosion. Several people screamed and others went into duck-and-cover. It would have been simple to just call out and let patrons know what occurred. In this day and age and with a large veteran population in the area, that would have been common courtesy. My sister and I were near a lady who was visibly upset and frightened. My sister asked an associate if they could let people know what happened in an announcement and she looked at my sister like she was insane, very rudely said no, and walked off. On our way out my sister saw the manager and relayed calmly and quietly that she was disappointed in how things were handled and how she was treated. The manager barely acknowledged her and said, ‘Sorry you feel that way’ and turned away.My sister is a world traveler and wilderness hiker. To say she has spent tens of thousands of dollars at that REI is no exaggeration. They will not be seeing another dime from her, there are plenty of other resources for her equipment and they lost our loyalty.
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August 2023 by Alex R
Beware this store practices racial profiling! After being a member for years, I’ve always enjoyed the excellent customer service that REI provided in the past. However, I’ve had the most awful and embarrassing experience imaginable. I picked out some clothes to try on, but decided to put it aside to use the restroom. At which point, and associate ran to me and asked if he can help in sarcastic and rude manner. I explained my reason, and asked to leave the clothes aside so I wouldn’t have to research for the items. He took my items and said they must be placed with the cashier and I can collect when I’m ready for the fitting room. There were no other customers harassed and asked to do the same. Thereafter, I approached the cashier and somehow knew I was the only customer with clothes in the back since no one asked my name or what items I had. She rudely told me that their “policy” is that i can only take 5 items to the dressing room, and she would hold all the items until I’m ready to exchange them. I felt embarrassed and ashamed at manner in which I was treated. This has never occurred to me before and I have never heard of such a policy. I will never visit this store again and ensure to warn others the same.
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August 2023 by david chang
BEST Place to buy outdoor brands. However, I was so embrassed by a cahser at check out, asking me, do you want a bag for 3 pairs of clothing. That is way below customer service. I will try to avoid the cashier at next time and try other REI location at next time.
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May 2023 by Chris Barnes
I always have a pleasant learning and purchasing experience when I shop at REI, and their membership program is ?. Keep on doing what you do. ??
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April 2023 by Nina C.
I bought some new hiking boots and socks there a couple of months ago. The boots and socks are working out well. The store was in a convenient location and there was free parking nearby.The staff was friendly and helpful and the store was clean and well stocked. The young man who helped me knew his stuff and helped me find boots and socks that fit.If I lived nearby I would definitely shop at this store a lot. Unfortunately for me - I don't. But when I'm in the area again I will.
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March 2023 by Tom G
I gave them my license so that my son could try a bike and they ended up giving my license to another customer. Mistakes happen and I understand that. What I don't understand is how management was only interested in doing the bare minimum to contact him. Sending a letter through snail mail while i'm driving without a license isn't enough. I don't have weeks to resolve something like this. I was literally about to go on a road trip when this happened. Fortunately I got his address through other sources and drove to his house and got the license myself
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March 2023 by Kevin
Awesome experience with Laurel in the Action Sports department. Needed help deciding on a new bike hitch rack and she spent 10 minutes on the phone with me going over the best options. 10/10 service.
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February 2023 by Jukka Saario
Super friendly and knowledgeable staff. Good selection of outdoor gear at fair prices.
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January 2023 by Megan D
This store is AMAZING!!! I went to a different REI store and didn’t have as good of an experience as I did with the Fairfax store!!! I talked to a manager at this store and they told me to bring in what I bought and talk to their staff to make sure I had the right things. I worked with Mac & Sean and they were super knowledgeable! Mac made sure my pack was adjusted correctly and Sean made sure I got all the right items for my hike! I highly recommend this store for all your outdoor needs! Thank you REI Fairfax for making me feel at ease that I now have all the right things for my hike this summer!!! Thanks to Mac & Sean for being so helpful and knowledgeable!!! - Megan
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November 2022 by Jonathan L.
We drove over an hour on Black Friday due to the website and Apple Maps saying the store is open. Very disappointing.
