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October 2025 by Honey Rich Fultz
We just stopped by REI to look around, but Foster was super helpful! He took the time to size us, made sure we tried bags and shared a lot of great info. There was also another staff member who helped us out, I forgot his name, but he was really nice and gave great advice too. Everyone made our visit such a great experience.
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October 2025 by jorge fallas
A horrible experience with customer service, they never gave me information after 15 days of placing my order, I sent them several emails, they responded with excuses and it took them 2 or 3 days to respond each time, so I canceled the order and asked for a refund and they didn't give it to me until I contacted the bank, I don't recommend them, they are not professionals.
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September 2025 by Mighty Dyckerson
The cashier was kinda cute and flirty. She totally wanted me. Let's make this happen!
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September 2025 by Matt Tyler
So happy I bought my moutain bike from them. I purchased it back in February. Its been a great bike. But my crank came loose and I tried to tighten it multiple time and it kept coming loose. I took it in on a Saturday and Keith the manager put it up on the bike stand look it over and decided it needed a new crank arm. He installed it and gave me some pointers on maintenance. The repair ended up being free of charge. But I didn't leave with their recommened chain oil so I can keep up with my bike better. They have been greta each time I've been in.
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September 2025 by Alexander Goobic
Rob in the shoe department deserves a raise, I didn't even end up buying what I came in for but he's definitely a good guy to have around the store
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August 2025 by C. Whitney Aldridge
REI is a feast for the eyes for all things outdoors...camping, hiking, trail bikes & so much more . Friendly staff, helpful..good location, easy returns if things aren't right. Recommended.
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August 2025 by Scott Parks
I somehow lost my keys to my brand new Thule car roof carrier. The carrier came locked and I was leaving on a trip in two days (I discovered this late on a Friday). After trying dozens (if not hundreds) of key options to no avail, Keith Baker stepped in and saved the day. He produced a key chain that produced the 'winning' key in minutes. While there, we went ahead and change the locks / key barrels. Keith saved the day (and my trip) and was wonderful, knowledgeable and sympathetic to my cause!!
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August 2025 by Cameron C.
Very nice but did not test the brake job on my bicycle. Now I have to take it to another shop for a proper fix and pay again.
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September 2024 by Daisy Dawn
I was searching this location for a particular item. I approached some sales associations on the floor. I stood there for a few moments, waiting for their conversation to end. They proceeded to ignore me, so I just looked for the pants myself. I was unsuccessful after about 30 minutes and no other employees even said hello. When I went to the counter to check out with some sweatshirts I was going to purchase for my daughter, the cashier asked if I found everything okay. You know, the typical line. I said no actually I didn't. She just laughed and rang up the sweatshirts. I decided I didn't want to go through with my purchase because I didn't want to spend my money at a store with such rude employees. I said nevermind and walked away. As I left the counter this girl said "These wouldn't fit you anyway".. what a rude a humiliating thing to say to a customer from behind a cash register. This store has absolutely zero customer service skills and is NOT worth visiting.
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August 2024 by Robert Brooks
I am use to the friendly professionals at the Seattle and Tukwila Washington stores. You are greeted when you come in and then in each department they approach you ready to help and answer questions. I am sorry to say that the REI store in Short Pump VA is nowhere near the professionals of the Seattle area stores. In two different departments the workers talking with each other didn't even look up. I asked another worker where I could find a product and the worker pointed. Lastly, when looking for a dry bag i asked a worker if they had a sample so i could see the size? The response - "Nope!" One can hope it was an off day, but i am not sure it is worth the 15 mile drive to find out.
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August 2024 by Joe Bull
Bike shop staff are the best! My go to bike shop for all my service needs.
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August 2024 by J W
70% off should mean 70% off. It should not mean 70% off on selected items when it doesn't explicitly say that .
The staff that assisted us was very helpful and very nice. I dislike the deceptive tactics that REI practices.
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July 2024 by Nathan Black
Great stuff and super friendly people. Definitely a fan
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July 2024 by Mozzle Tuff
Tried to come in to buy a bike - the man standing there by the bikes doing absolutely nothing was actively unhelpful. Asked if he could help with sizing, he said to look online. Then he stood there doing nothing while we tried to figure out what bike to get - ultimately walked away to the counter of the bikes where there were no customers and watched us from afar. 0 customers service. Really laughable. Why entertain a brick and mortar store if you can in fact get better customer service online.
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July 2024 by Scott Anderson
REI is typically known for their best customer service but the folks working at this location just aren’t as friendly, fast, customer and quality focused as the other REIs in the east coast. Nevertheless, it is still better than the other stores that carry the same products though. Please help your customers achieve happiness and I’ll change my rating to 5/5. ?
