ComplaintsforREI Co-op

• Initial Complaint

  05/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  When stopping at ***, a store I never visit, we made a purchase. At the checkout, the representative said that for $30, we can join the membership and receive a $30 gift card for our next purchase. We chose to participate, and she explained the benefits of the co-op, in which I myself work at a co-op. The representative placed our goods in a bag, which were a gift, along with the receipt and card. Today, I opened said bag to prepare the gift, and noticed the gift card that she claimed we received. However, this gift card had an expiration date not even 30 days out from purchase. Would I have been told that the gift card expires in less than 30 days, I would have never agreed to joining a membership to a store that I do not shop at. This was falsifying information, and would the representative have explained this to me, there would be no way I would have joined. I respectfully ask that my $30 be refunded, as I have received no such benefits from joining the co-op, and would not plan on becoming a member would I have been explained that my $30 membership bonus expires. It was told I can use it on any future purchase. Well, today, the next purchase, that card is expired.

  Business response

  05/17/2024

  REI ************** has acted quickly to resolve this customer concern. The following email was sent to *******************************:

  My name is **** and I'm the *************************** Manager here at the REI Co-op in *********************. I hear you were understandably unhappy with your recent experience in our store. 
  I apologize for a less than stellar customer experience and I would be more than happy to assist you in any way that I can. I see that you have requested a refund of thirty dollars for the cost of your membership, and I am able to facilitate if you would like to proceed.
  As I am operating on west coast time, I will reach out to you at a decent hour tomorrow to discuss the next steps in resolving our concerns. Please let me know if you have a preference on time.
  In the meantime, I would hate you to miss out on the benefits you were looking forward to. Please accept this $30.00-dollar gift card. It's distinct from our sign-up bonus card program and does not ever expire. To be thorough, I will make note on your customer profile that this card has been issued to you.
  I hope that you might be open to retaining your membership with REI Co-op, I think it's worthwhile, but I will absolutely understand if the moment has been soured. 
  Looking forward to connecting with you. 
  -*********;
  **** reached **************** by phone the following day and he gladly accepted the offered $30 gift card. He expressed gratitude for the service and solution. Both REI Co-op Santa **** and **************** were satisfied with the resolution and happily he did retain his lifetime membership with the co-op. 

  Customer response

  05/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  In my opinion, *** exceeded my expectations.  **** reached out via email, and in the email claimed he would follow up with a phone call.  He did ask he explained.  We had a good conversation.  I appreciate the resolution.  **** was courteous and understood my concerns in both email and on the phone call.

  Top notch resolution.

  
  Sincerely,
  
  ***************************

• Initial Complaint

  10/28/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  The reicoop platform determined that I was a merchant when I made a normal purchase, and deducted my membership and my rebate rights. This was a violation of my rights. I consulted last time and you checked the records and must return it. Otherwise our Chinese Dongfeng 41 missiles may land in Manhattan.

• Initial Complaint

  10/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a camping sleeping pad in store with a credit card. I had to talk to three different customer service representatives to initiate a return because the information they kept giving me was incorrect. I was guaranteed a refund. I returned the item well within the timeframe (the timeframe is one year, I returned it within about a month).They did not issue a refund on my card. They said they would mail me a check and never did. They have completely reneged on their return policy and cheated me of my money. I would like the full amount returned on my card, which they have on file at the store of purchase.

  Business response

  11/05/2023

  Hello *****,

  After doing some research I see that a check was originally mailed to the address on file with your membership and then was reissued to a new address in *******. I am able to confirm that the check has not been cashed/deposited and we can reissue another check. Can you please confirm the address you would like this sent to by reaching out via email to ************** or by calling our ***** number.

  I apologize for any inconvenience and frustrations that this has caused you.

  Sincerely,

  REI Store Operations

  Customer response

  11/08/2023

   
  Complaint: 20733832
  
  I am rejecting this response because you have said I only have 5 business days to accept or reject. I am begrudgingly willing to accept this response ONCE I have received the check. I have communicated with REI via the email address provided. But I will not tell BBB that I am satisfied until I have my refund. 
  
  ********************************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩