REI Reviews 

The store gave me a return label, I returned everything, the track number says that everything was clearly delivered to their warehouse, but they say they didn't receive my jacket and won't return my $360, I don't know how such a store can operate legally, I will file a police report, If you don't want to be spat on in your face, NEVER USE THIS SITE, rude and stupid support, who treats you with disdain and treats you like garbage. Just a scam office

Placed an order. After DAYS I was uninformed that the order "couldn't be processed." I called the store and a polite but curt store rep mid sentence said "I'll transfer you to customer service", at which point a rep came on said, "the order was stopped because os suspected fraud." She knew nothing else, and wanted to transfer me again. She was just as curt (but not rude) and unhelpful. I was trying to buy a travel backpack. I'm not running a gauntlet to earn the right to be your customer. BAD experience, stem to stern.

I went to REI Marlton NJ to look for a new FatBike MTN bike.
I had over $1500 USD in my pocket to spend.
I was met 1st with my wife a tall white man works @ this store. I asked about charging bricks for e-devices
I was told they are sold out due to the storm 1/24/26.
I then went to look @ Salsa Fatbikes I was met by a very mean lady who told me they DO NOT have Fatbikes and NEVER carry them. DON'T come back.
Salsa Bicycles is one of the founding companies of Fatbikes ! REI carries Salsa Bicycles and I actually was looking at a bike w/2.6 tires True Fatbikes have anywhere from 2.6-3.0 size tires in this very store one month ago where a store associate very nice signed me up to the loyalty program. I left & went to Pro Pedals in Hammonton N. The entire Bradley family helped me I bought a Gravel bike which I was going to buy @ REI. Then I purchased another bike a Cannondale Adventure 2 for my wife. I doubt anything less than a written apology & monetary compensation from REI Marlton RT73 & Brick Road will bring me back I will Gladly drive the hour from Marlton to Pro Pedals / Hammonton 856-561-3030 call and ask for Jeane or John you will not be disappointed

Received the 850 fill down jacket in late December 2025. Perfectly warm with just a tee shirt at 20f. Light weight and very packable. Great product.

All the phone reps were pleasant to work with. Only 1 was helpful. It took 3+ hours over the course of a week to get my order to go through. No one on the REI end can tell me why.

I placed 2 orders several days apart. One worked, one didn’t. Maybe a payment issue, try again, nope, still rejected. 3rd order, placed over the phone with a REI person holding my hand and a different payment method was rejected for me violating their terms of use.

That notice came 3 days after I ordered.

REI sent their terms which I violated and no one could help me discover which ones I violated.

The phone rep who took order #3 assured me that if I didn’t get rejected within an hour, my order was good to go. Different rep said no, it’s only good once you get a tracking #.

4th order same deal but different payment method. Rejected.

5th try REI phone guy got a back room person to shepherd my order thru. An hour came and went, no rejection, but not processing.

More than a week my first attempt and 28 hours after my 5th attempt, my order finally shipped and I got a tracking #.

Why did I keep at it? I had a deadline and after the 3rd failure they offered expedited shipping. Also, it was the same item I had ordered successfully a few days before and I liked it so much I ordered a second one as a gift.

I wanted to send a written account of my issue to REI. Phone rep says that is impossible, but she would summarize and send my comments up the line and I would get a response. No, she could no put a higher up person in the line.

Will I order from REI ever again? Depends on what, if any response I get from them.

No response, no more orders.

Understandable, fixable issue, maybe.

KELLY Stathos Store Manager has personally ruined the REI Brand in this Reading store for me. I habe been a paid member/ customer for 21+ years and have spent over 30K Dollars on gear here i wish I could return it all now not just my failed Yakima Roof box. The Brand is dying and it's because of leadership like her. I went to the top and haven't heard back so the social media campaign is just starting. I will not be happy until REI is out of business now. I was treated so poorly by this women and then no response from up management a week later. Yakima has made it right by their life time warranty but no thanks to REI. The 1year customer 100% satisfaction guarantee is complete bull shit. They have blocked my online reviews on Social media and a attempt to stop for airing my grievances. In reaserching this i have learned so much more about the company that I want share here...

In another review II saw Kelly also called the police on other customers as she did to me and the police were also apologizing for her behavior like it's a common thing. The police and shared a good chuckle at her and the stores expense. Once again. I remind you I spent 30k here over the course of 21+ years as member... it's not the first poor experience but this one was over the top. Not all employees here are awful but Kelly Stathos Store manager, has to go for this storevto even slightly have a chance to Manager,

Please read the attached article and send complaints to CEO Mary Beth Laughton.

Links aren't allowed here but please Google REI from CO-OP to Corparate

You can always tell a dodgy company by their unsolicited emails.
Saying your subscribed when you aren't and a broken unsubscribe link. AVOID!

I became a member of REI 50 years ago. Back then they would send you a catalogue and you'ld fill out the order form, write a check and send both in. Your outdoor stuff would arrive at the front door in about 2 weeks. Now their gear is outrageously expensive,.....but you get a 10% dividend on it. My wife bought $2,300 worth of camping gear and received a $230 dividend, which she really couldn't use because she had already bought everything she needed. I purchased a winter jacket at REI for just over $230 to spend the dividend before it lapsed. In return I got a $23 dividend. I went in to spend it before 2026 and couldn't really find anything for $23 that was reasonable, besides power bars. The bike shoe cleats I finally bought after wandering the store for 1/2 hour cost $34, which could have been purchased at a bike shop for $22 or on Amazon for $18, all being the same brand name and model. Even with the 10% dividend they were over priced. 50 years ago they had the highest quality equipment no one else carried for a great pice. Now REI is an expensive rip off outdoor boutique. Plus, with so much theft their employees stand around like vultures staring at you. I hate going in there.

Placed the order, received the email confirmation and expected arrival date. A few days after that date went by, I followed up and found out the order was cancelled THE SAME DAY it was placed, and no notice was given.

I received a gift card for my birthday and it expired before I used it. I think their cards should last longer if they sell them.

The make false promises and selling a membership with no real benefits

We’ve had a largely positive experience at REI, and as REI customers/members, for, I’m guessing, 50 years.

Our experience has been a combination of retail store and eCommerce (web) transactions. The Bedford, NH store, in particular, is quite good. The Conway, NH Bike Shop manager was remarkably lazy, delivering a >$3,000.00 bicycle. The Reading, MA store, very good; great staff. The Boston, MA store, my least favorite, I find the staff rood, and NOT customer-centric. I’m not sure the real reason for the Boston, MA store closing, but, my impression is that the staff/leadership of that store did NOT contribute to the store’s longevity. That store (Boston) should have been a gold mine for REI, with Boston University around the corner, the Ski Market and Eastern Mountain Sports, long gone, and multiple other colleges and hospitals, nearby. There is no shortage of athletes/outdoor enthusiasts, with financial capacity, in the area.

We like many REI products, and, most notably, we like REI’s return policy. We go out of our way to make purchases at REI, based on their return policy, which far outperforms LL Bean’s return policy.

The icing on the cake, for us, is our annual REI Co-Op rebate, which creates great value.

From reading the other reviews, it is clear that REI has some work to do. I hope REI listens to the voice of their customer, and takes corrective action.

I would give -10 stars if I could! REI have got to be the most incompetent company I have ever dealt with. Tried to order E-Gift cards online and they cancelled my order for NO reason! They couldn't tell me why! I placed another order 3 days later and the charge was just sitting there pending ! Chatted on their chat system and their staff were utterly useless ! They couldn't tell me if they would honour my order or not OR when it would be processed! AS it was a GIFT and didn't want to be let down last minute I told them to cancel the order! Absolutely USELESS ! I did also point out all the negative feedback they had on Trustpilot! NO COMMENT ! AVOID REI and save your self stress!

I see 4 fraudulent charges from REI (rei.com) on my credit card 2 days in a row !

Ordered an Ebike on 11/6/2025, that showed in stock and estimated for delivery to local store on 11/19/2025. First week showed they were preparing bike for shipment. On 11/18, checked status. No longer saying preparing for shipment. Contacted online CS, said new expected date 12/22. Eventually offered 10% more off bike for delay and failure to notify me. On 12/5, notified items no longer in stock and order cancelled. Offered 15% off one full priced item. Manufacturer (Cannondale) shows item still in stock for shipment to local bike shops.

On 11/24 I ordered a jacket with the 20% off coupon. It arrived on 11/28 and on 11/29 I saw there was a code for 25% off (CYBER2025). Rather than return and rebuy the jacket, I promptly emailed customer service (on 11/29) and asked if they could simply issue an REI gift card for the difference ($7.48). I ended up emailing three times in 8 days with no reply. Finally, their chat was turned back on and I was flat out denied the lousy $7.48. I have been an REI member for nearly 20 years. This is pretty poor customer service by anyone's standards, let alone REI whom I have always known to provide great service. I won't be buying from them again anytime soon.

I've shopped in a few REI's but received the best customer service at the Keizer/Salem Oregon REI. Julie, noticed that I was wandering around looking a bit lost in the backpack section and offered to help.
Now, I'm a 68 year old, out of shape granny so I'm not exactly your typical big spender customer stereotype. Julie, however, listened to what I needed, took me over to the backpack fitting area and spent a good 45 minutes explaining ALL that i needed to know about purchasing a good day pack. I purchased one on sale, she fitted it to me, she showed me how to pack it and never tried to oversell. I'm sending all my friends to Keizer (which is a 4 hour drive away) and they will be asking for Julie.

I never make these sort of reviews but am here because REI conveniently makes it impossible to voice any complaint about their atrocious website. And in searching for a way to contact them I discovered more complaints than I began with! My original issue was navigating their 'deals' section and finding that once you pick a category, there is no option to denote 'men' and 'women' despite the products being gender specific. And so I'm forced to sift through hundreds of product that don't apply to me or my needs? Trash design. Secondly, you go on this LOTR level journey to contact them and yet they don't even let you email a general complaint, it has to be in some designated category, convenient bullshit. Chat is just as useless and only helps boomers who lack any sort of online literacy. The whole site is just oppressive despite rei's thin attempts at being inclusive and whatever. I'm just going to shop the brands directly and avoid this shit ass site from now on.

I ordered two gift cards for family birthdays and scheduled them on their delivery calendar. They canceled the Oct 2025 gift card with no notice and sent the January 2026 one instead. Two birthdays ruined. I canceled my account and won’t buy anything from them going forward.

Multiple attempts both in-store and through online customer support to try to get a trivial matter resolved. Not only is the issue still unresolved but customer support was even snarky in their responses. Never wasting time and money with these scumbags again.