REI.com and REI Outlet

What can you say. if you need a tent, stove, warm clothes Kayak or ice climbing equipment they have it. Online is same as the store. Great customer service in the store or online. They have it all. I have purchased several kayaks and tons of winter clothes and hiking boots from them. All top notch equipment at good prices. The REI brand stuff is for the most part pretty good fro the price you pay. The company has been around for a long time and for good reason. Good prices, great selection and awesome customer service

Shopping for a backpack I had lots of help from store personnel that were more interested in my needs than in selling a product. When I mentioned that I had a REI backpack for 2 years that was a style I didn't like they told me to bring it back. I was given a refund toward the new pack with no problems! I have also had excellent online service from REI and ordered things to pick up in the store with no shipping charge.

This place should be the model for customer service!! I placed an order for a Bob Revolution Jogging stroller and used my dividend at checkout. When my order was finalized, I saw the 20% off coupon on the home page - of course!! So, I called the customer service desk and explained the situation. The lady said that the dividend department was closed for the day, but they would put my request for the additional 20% off through the following day. I hung up thinking "yeah right"!! But, to my surprise and delight, they did!!
I received my order earlier than promised.
This company has it right!!

Have always had good service form REI. Quick, reliable, good prices in the outlet. I would recommend to anyone shopping for outdoor apparel and supplies.

I ordered some Keen boots that were on sale. They came promptly and were the item I asked for. However, they were too small and I returned them right away at a cost of TEN DOLLARS. I had shopped at other places and when I returned the item for any reason, I was credited the price of returning the item. I was shocked that here at REI the price of shipping it back wasn't credited to my account! There is no REI store locally and the policy is returns are the customers charge. So for sale boots that didn't fit I'm out ten dollars and get NADA! I will never shop here again!

I placed an order through their online store. After realizing I hadn't ordered all the parts I needed I called customer service the next day to cancel. My order confirmation said that I would receive an e-mail once the order shipped. When I called customer service to cancel the order, I was told the item was already shipped and that I would receive an e-mail over night. The next day I had not received a shipment e-mail, and my credit card had not been charged. I called customer service again to cancel the order and was told the order could not be cancelled, even though the item had not shipped yet. I was instructed to return the item to my local store once it arrived. I will not order anything from the REI online store again.

Had a very hard to find item. Shipped on time and sure made a nice Christmas gift for my daughter. I will use again for sure.

Sorry to say my first and last time I will order from them. I ordered a jacket that was said to be in stock. It was not and was told it was on back order. I kept getting notices that it was still in back order and that it would be cancelled. I checked on line it is still be offered. The thing that really annoyed me off was the fact that they offered to sell me a similar jacket for only $150 more. Clearly bait and switch. You would think in this economy that one would be concerned with getting new customers. I guess not. Maybe i will look again during their going out of business sale.

WARNING! Their return policy is a lie.

"100% Satisfaction Guaranteed" is plastered all over the store, behind the registers on a HUGE banner, on little cards by the registers, even on signs over the food products.

But they wouldn't accept a returned food item I didn't like. I even asked to talk to the manager, but he said no. Despite the fact the satisfaction guarantee has no small print any ware, apparently they don't take back food products.

The principle of it, even if the cost was modest, REALLY bothers me. They lie and can't be trusted, is the way I was made to feel. The manager was no help, and didn't apologize.

BEWARE--they have top level prices and bottom level service! I say STAY AWAY.

I know I'm going to do everything I can do to take my business elsewhere.

You gotta love REI. I've place numerous order with them and have never had a problem. They are a bit spendy but the quality of their items and service is worth it. Online or in the store they are always very helpful.

I have been a member sense 1967. I have always came back to shop for my hard to find camping gear. The have the best customer support around. My membership has been good for life as stated.

I have ordered several times from REI.com and have never had a problem. The website is easy to use, discounts are automatically applied, and detailed information is readily available. You can also see items in different colors with the click of your mouse. Normally I have items shipped to my house since the nearest REI is in a different county. However, the one time I tried the in-store pickup (free shipping), they were extremely flexible in changing my pickup date. I just made one phone call and was able to pick it up on the day I was going to be in Dallas. Items have always arrived on time or earlier than promised, and always in good condition. So far, I have never had any problems shopping with REI.

REI is the company that I put above the all others based on my recent shopping experience. I recently purchased a Chariot Cougar 2 bicycle trailer thru REIs online services. Once called 800 number I found staff was very friendly, professional and knowledgeable about the product. Actually there were two different pictures posted online that showed last year model and a current one but I was assured that they carry newest stuff available which turned out to be 100% true. Portion of my shipment arrived a week late (shipped to the store) but I received an e-mail explaining such right after it left the warehouse in Washington so I knew on what to expect. A bit pricier than other online competitors, but worth every penny. Actual price becomes lower after becoming a member and getting a dividend check at the end of the year.
Highly recommended.

I am sitting here trying to think of a store I think more highly of and cannot come up with another. Mind you, I am speaking of my on-site experience at the stores in Portland, Reno, San Francisco when I've lived in each of those cities.
With each visit I encounter engaging, competent salespeople and the breadth of most any outdoor sport is represented in full on their showroom floor. This leads me to trust the online site as the 'mothership' to go to.

My "shopping experience" has been good at REI. The return policy is very good and so is selection and quality. Cost is another issue and I believe if you shop you can get equal quality else were for less. REI is a co-op so there is a dividend, but I don't believe it always matches the extra price you originally pay at REI as compared, for example, at Campmore.com. The REI target market seems to be drifting away from climbers and backpackers to people with money and consider outdoor equipment/clothing stylish. Short Update 02/2007: I had some problems with a product and REI did a splendid job of seeing that I got a unsatisfactory exchange for the item. I update my "return policy" to outstanding. One minor gripe. I don't understand why they don't put weights on the products in their fliers. Trail runners, backpackers, climbers, bicyclists and such are very interested in weight.