REI

Brent Gaddis

I bought an REI branded inflatable sitting pad. Used it once. Actually, took it on one trip, don’t think I ever actually sat on it. Stored indoors in my camping tub since. Pulled it out to check that it was holding air before an upcoming trip. The entire inflation nozzle broke where it goes into the pad. Completely disintegrated plastic. Took it to the REI on Copley to exchange (not return) and was told by the customer service employee that they don’t carry the product anymore and there is nothing they can do for me. Shocking response for something that was clearly a manufacturing defect. Not so great customer service. No offer of a store credit, credit towards a replacement product, let me check with my manager….nothing. Just sorry, we took your money, you are s$&t out of luck. Won’t be shopping at REI anymore as a result of this negative customer experience over something that probably cost them 5 bucks to make. Losing customers over short sighted customer service isn’t a winning recipe. Amazon can’t kill REI soon enough.

Brian Cornelius

Had to return an item yesterday. I really like the customer service/returns system they have in place. Someone at the front takes your name and a brief description of what you need. Also takes your phone number and then text when your turn comes up. While there wasn't anyone in line at the time, I am sure that if it was busy this system would be far preferable to just standing in line. Would let me browse for other items, take a walk, or even hang out in my car. When I got to customer service that already had my return pulled up and were ready to help. Well thought out process/procedure, in my opinion.

Luke

If REI sells it, I buy it. Wholesome employees who are passionate about the outdoors and the things they sell. REI stands behinds its products, employees, and the environment. The Bike Shop is also a very affordable and dependable place to bring your bike for service. Recently I worked with Guy and he was absolutely fantastic. Knowledgeable and communicative - he is just a great person and employee. Join the coop. Buy a bike. Enjoy life.

Ivan P

Very helpful and nice guys in the ski section. I really like this store. It is clean, tidy, and most importantly the staff is very helpful and courteous. More than once, I literally spent well over an hour trying different shoes to pick the right fit and style. They are knowledgeable about the merchandise and genuinely try hard to help customers. The returns are never an issue in this store.