They suck I ordered from them. The order got lost thanks to USPS. I contacted them and they told me they would send me a replacement that ships in 5 to 7 days. Nevermind that it had already been nearly two weeks since the order was placed. I called to try to speak to someone about expediting the replacement. Was on hold for over 10 minutes and got cut off two seconds after she answered. I finally responded to the email and asked for a refund. They told me I had to wait 2 weeks for it. Then I recalled my first experience there, when a bunch of their employees in Corte Medera were talking about how horrible it is to work there while the store was packed with people. I joined their co-op program because they had some promotion where it mathetmatically made sense at the time but every time I have ordered from them, it has been a bad experience. Try Sports Basement. They have way better service. And you can actually get a human on the phone in a reasonable amount of time.

Customer Service ... None Same as most of the reviews here for customer service: fuggeddabouddit. Took in a pair of socks that should absolutly not have failed no longer than I've had them and no more than I've worn them. Conveniently "...just ourside our window for replacement or credit..." Yeah ... right. DONE with REI!

So slow to ship they use Fedex and USPS… So slow to ship they use Fedex and USPS which are both horribly slow. Ive been a long time member and lately prefer ordering straight from the manufacturer. I find their selection of non REI brand is lacking. They don’t carry the good stuff. Especially hiking boots. I prefer Moose Jaw which has a better perks program and runs promotions more often.

Crappy service crappy product This company is no longer concerned about customer service or quality items. While I'm sure their DEI is great, nothing else is. Representatives in the bike shop were unknowledgeable. Backpack area reps have the IQ of a house plant. I'm done with this organization.

Drug trafficking in used clothing I’m surprised by the reviews that say they refused to honor a return policy. I received a very used coat. It was listed as new. I believed I was buying a new product. REI confirmed it was “new”…..The coat had medication, receipts, hairbands in the pockets and stains all over it. No tags were attached to it. When I called the company, they told me it was their policy to accept things, even if they had been worn and then to resell them. They apologize for not checking the pockets better before mailing it out. They did not apologize for the fact that it was clearly used. Not to mention the safety issue of unmarked pills in the pockets that had disintegrated everywhere..