REI

Yvonne Lin

Came a few times in search of hiking boots. Staff is helpful but it seems like they’re pretty understaffed. The first time was a weekday evening, and there were about 6-7 other people/groups trying to get hiking shoes and only 1 employee to help, so I decided to come back another time. Daniel was very helpful and knowledgeable about the different shoe options they carried and I have feet that are sometimes difficult to fit shoes for, so his help was much appreciated. I ended up needing a wide size that they didn’t have in store so I ordered online. I’ve been here a few other times for general clothes shopping and had a good experience. Overall a good REI branch.

Lance Duan

We would have checked out a pair of hiking shoes really really quickly, but we were not getting help at all. There are customers trying for an hour with 8 shoe boxes lying on ground and person from Rei will just keep going in and out adding more boxes, but ignoring other customers’ even simple requests.

Avery Hartnell

Update: Every return visit in which the line is reasonable, I will add +1 star to the rating. Each time there is a repeat of the first visit, I will subtract –1 star. – Lines are reaching all the way to the back of the store (see photograph). For every one customer who doesn’t mind waiting in line for 45 minutes (what is their problem?), there are ten more frustrated customers leaving. Management: get control of your store!

Mike Mu

I love REI. I haven’t been back to this particular location in a few years because I moved to LA. I came in to return something. Stood in regular line, because that’s how it’s done in Saratoga REI which I frequent more. Got near the front and see that they have a separate one for returns. So I got out of line to get in returns, as I saw someone was helping someone out there too ( but apparently for rental returns?). So he tells me I got to go back in line, as they have one line for everything. Now I have to go back in line behind 4 parties… so I’m docking a star for that. Return went back fine. The guy was less than nice, which is unusual for REI. Surprised actually. My return was a new in box item I just bought two of online from REI. (my mistake). As I’m browsing literally nobody asked if I needed any help. Again, very unusual. So I left a bit earlier rather than browsing because my experience in literally all other REI stores was top notch. Not this one. On a side note, police where there. Seems there may have been a disturbance with someone in store. That may be the reason why things seem off today. Still docking another star. Also I found out this REI is moving to Sunnyvale. Grand opening October 29th. Here’s hoping they get back to the same level of customer service we have all come to expect.