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November 2023 by Roby Dorsett
I recently placed an $850 order with REI, and I'm deeply disappointed with the entire experience. The order was supposed to be delivered to the store on Saturday, and three items were meant to be shipped to my home. Unfortunately, none of the items met their delivery deadlines.What's even more frustrating is that REI held onto my credit card without sending any notification that there was an issue with my order. I had no idea that my order was in trouble until it was too late.This situation couldn't have come at a worse time. My family and I are supposed to go camping on Wednesday, and now I have no gear in hand. This has caused a significant inconvenience and stress, as I was counting on having the necessary equipment for our trip.I expected better from REI, especially considering the amount I spent on my order. This experience has been a letdown, and it's a reminder of the importance of reliable and transparent customer service. I hope REI can improve their communication and delivery process to ensure this doesn't happen to others in the future.I do NOT recommend ordering any items online. Their system is broken and many others have had the same issues. My local store has been helping, but the distribution centers and headquarters need to fix this. It is a bit ridiculous.
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November 2023 by Susan Bolding
Went to our long anticipated gand opening in Prescott. Plenty of inventory and staff which is always nice. BUT you need.to invest in a steamer and spend time removing wrinkles. An 80 shirt would have more value
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November 2023 by Stevin Davos (Doc Stev)
As a customer of almost 4 decades, this was an amazing, absolutely amazing wonderful, trustworthy, helpful, terrific company two stars. If you asked me five years ago they’d be five stars I am writing this says I am in your Rhode Island store For almost 17 minutes without a helpful person insight two other customers in this giant store that I can see and representatives available.When I called your office it was recorded and after almost 5 1/2 minutes I declined the continued weight because as one person that eventually answered said everyone’s working from home so there’s no one here I can transfer you to. What a massive disappointment MASSIVE will be eventually out of business at this rate.Frankly, I am a bit sad. This is such a wonderful wonderful store with helpful people looking for the next person to walk in to help. Recently, no more I will try again and update after my next couple of visits I would like to be able to change my mind I really would do. The sea people are out of reach because now they are better than everyone else the other co-op members. I really would hope they would understand that this is a co-op and not a monarchy after the operator they said they are unable to reach, find, or connect me with anyone in at the C suite Level. Wow!
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November 2023 by JN Sharkey
What is this I'm hearing about you letting go almost three hundred of your most skilled staff? If you need to cut some fat the place to start is always in the C level. I'll be shopping elsewhere while I see what is going on. The type of layoff that is being described is typical of gross mismanagement at the corporate level. Instead of the rats fleeing the ship this is the rats throwing the sails overboard to lighten the load.
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November 2023 by Treyton DeGroot
I am very disappointed in how REI is handling employee layoffs. This is not how you treat employees that have dutifully performed their roles. How is this going to impact those wanting to advance within the company moving forward? Apparently doing going work and getting promoted puts you at the top of the list for layoffs. Shame on you REIs leadership. This is appalling.
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November 2023 by moses kamau
Nice people … entrance on ..Puyallup St look for signs
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October 2023 by Greg S
My wife has been a member since the early ****s, and I decided to join myself. We've always enjoyed their customer service and excellent return policy.
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August 2023 by Regal
Package waste. CARD in a box 11x8x6, why was my National Parks Pass membership card sent in a box instead of an envelope... Very wasteful
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July 2023 by NSA Redacted
REI used gear buy back program is a scam. Send them used gear, still in very good condition, and mysteriously it has a "hole" in it and is unfit for resale. Of course, REI will not ship the gear back to you. Why should they when they can just stiff you for the money and sell it? There is ZERO proof of any actual damage. Even if there was, they can just repair and sell while keeping the money. This happened to me with several pieces of expensive gear. Avoid the used gear buyback program.
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June 2023 by C. McClure
Maps subtitles this as a camping store because REI is a camping store, but this is not a retail location. REI has several great stores, not this is not one of them. Don't get confused like we did and try to shop here. You can't even get to the building unless you work there or have a delivery for them.
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April 2023 by josh giddings
Ordered a item Monday April 3rd, it is Saturday April 8th and it still has not been shipped. I called REI customer service the 7th and they said the item had been shipped and that UPS had not updated the tracking and that it was suppose to be delivered on the 7th. Still no delivery. I contacted REI customer service on the 8th, they are now saying it was not shipped. So giving me two different stories. Then they said on the 8th, they will reship it. Only issue is, the item is now out of stock. So they said I can wait till Monday and if it still doesn't ship, they will issue a refund. 100% unreliable customer service giving me two different answers, no accountability for losing my order and having to wait 5+ days for nothing. At the end all they can do is issue a refund, so outcome is not helpful at all. Over all, I will never be ordering or shopping with REI again.
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April 2023 by Brian Ratti
My review is due to using Lasership as a service. Constantly horrible!
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December 2022 by Peter Nole
Misleading gift card policy over the holidays. Like many of my friends, I become a member last year with the promise I would get a $30 gift card for becoming a member at $30 if spending over $50. That's exactly the wording of the ad. However, buried in the tiny fine print in terms and conditions, it says you must buy $50 worth of acceptable merchandise yet doesn't disclose what this is.Having worked in advertising and marketing for over 40 years, I'm painfully aware this is false and misleading advertising. I've tried pointing this out to their customer service lead who tries to cheer me up with gaslights such as "But the good news is we have another deal for you coming up!'No thanks, REI. You have lost many long-time dedicated customers thanks to your deception.
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December 2022 by Edward Plunkett
Multi decade member being burned by bogus reward redemption policy changes that were not properly announced. The stupidity of management to allow this issue to fester is noteworthy.Rei, please allow me to cash out my remaining award balance, and I’ll be finished with you!
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October 2022 by Patrick Kilcoyne
Look how many of these reviews have been addressed by corporate... That's how much Eric and the board care about members.Pretty pathetic management team.
