REI

I recently went into this REI to see about returning some boots that I used a total of 13 days over 6 weeks and had already began to wear significantly. I used my 45 minute lunch break to drive down there to run this errand and was greeted by a rather rude and unfriendly employee at the cashier. This person immediately began to profile me, making assumptions of how I used them and began to tell me that I “incorrectly used the hiking boots.” I hiked in them!?! I don’t know what else I’m supposed to do with hiking boots? I was so thoroughly shocked by this person’s gross misjudgment of me, their accusations, and their aggressive tone that I simply stood there and kept saying “okay” not sure what else to do. After accusing me of using these shoes improperly, they then refused to accept my return request. I have for sure returned items to REI, this is true. However, I have been a loyal member for a very long time because they have a gracious return policy and I have always turned to REI over the years having spent thousands of dollars in gear and clothing, completely outweighing the amount I have ever returned. I am an Outdoor Educator and go through gear faster than a typical person who purchases gear for recreation. I have also depended on REI as a director of an Outdoor Education program to purchase all of our program gear. While I absolutely love my job, I also don’t get paid very much so spending my money at REI is a choice that usually I am happy to make because of how typically wonderful they are. Though this experience I had with this particular employee at the REI store in Dublin, CA I feel has absolutely changed my perspective on REI. I’m not one to make many google reviews, but this instance really upset me. I don’t find this store to be particularly helpful whatsoever and would argue other stores in the Bay Area are likely more professional and have staff that is more eager to help you out.

I wanted to buy shoes but the employees decided other tasks were more important. The lack of customer service makes me regret having bought a membership and supporting a place like this. For how much is spent at a place like this you would think the customer would be the priority. Bye REI. There are too many options to settle for your poor service.

Do not get your skis/boards waxed here!!! I usually do not write reviews at all but my horrible experience here cannot go unheard. I recently dropped off my skis with them to get them hot waxed before this year’s ski season started. When I got them back, I noticed some major new scratches, scuffs, and even small chunks that were chipped off from the top sides of my skis. For context, I bought these skis brand new in February 2023 and only used them once for the rest of that season. I took them back to the store and the store manager basically argued that these damages were my fault and could only have come from skiing as she insisted that they have a “safe” workshop. I definitely did a full assessment of my skis before dropping them off and would not have caused them any trouble at all if I knew that those damages were from me (learned my lesson to take pictures of my skis before I drop them off to get them waxed at a shop). At the end of it all, the damages were irreversible so I gave up, asked for my wax service refund, and left. I just can’t believe they don’t want to own up to their own mistakes. I understand that accidents can sometimes happen in their workshop but there is no transparency from them whatsoever when it comes to this. Their treatment with my new and expensive skis is just unacceptable.

Just got my tubeless set up done and I couldn't be happier how quickly it was done and how affordable it was (especially if you're an REI member). Just paid for the valves and sealant, no labor cost (perks of being a member too). Make sure you call in before dropping by to see how busy they'll be so you can have an idea when you'll have your bike back. I always stop by REI for my bike stuff since other bike shops can charge an arm and a leg and try to up sell you work you don't need. Customer service is always great in my opinion and the staff always tries their best to get you help. Why rush? Come an hour or more before they close and you'll be taken care of-no problem. I'm super into comfy hiking clothes so their selection here is just right, their snack selection is very nice, the place is clean, organized, and their hours are super helpful. Only negative that comes to mind is that they should have more cycling parts in case you want to upgrade your pedals, chain, shifters, etc

Absolutely incredible customer service and wide selection. Ms. Brooklyn especially!! (Details below.) Brooklyn was AMAZING today. She helped me navigate through a huge headache of shared family REI accounts confusing together my past purchases and contact details, was empathetic to my situation and exemplary in fixing it, and did it all while being a cheerful and awesome conversation partner for the whole ordeal! What originally started as a return of a beautiful GoreTex jacket turned into an online order for the jacket and a new REI membership for myself. Except - the Point of Sale glitched and made a duplicate account for me... On top of another pre-existing account under my name that I forgot I made years ago. What a headache! Most places would have just spat out the number "Customer Care's" call center and said to fix it myself. Folks, Brooklyn figured out the issue, resolved it retroactively and permenantly, and merged all my accounts into a single one with a single purchase history. Amazing. All this while guiding me through each of the steps she was taking, and we exchanged our trail stories of years past. Brooklyn you were incredible today and my experience with you was indelible. I hope you get to take that trip to Stanislaus Cty sooner than later cause, boy, you deserve it.