ComplaintsforRecreational Equipment Inc.

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a thermarest online for pick up at my local store on 6/18/24 and paid $142.37. Because the thermarest has not yet shipped and my son needed the thermarest for a backpacking trip, I went to my local REI and purchased a second thermarest. I have called and emailed REI several times to cancel the original order and receive a refund. The order has not yet shipped, and I am told I am unable to get a refund until it arrives at the local store. I made this purchase 2 weeks ago and have no update on when it will ship. I would like to cancel this order and to be refunded.

  Business response

  07/03/2024

  Hello *****,

  We are sorry to hear of the complications that you are having. While it is rare, some of our orders are fulfilled directly from the vendor rather than our own distribution centers. In these cases there are system limitations outside of our control such as cancelling an order before it arrives to the store. I did just take a look at your order and see that it did ship today(7/3). I'll be sure to reach out to the ******* store immediately to make them aware and that this order needs to be cancelled immediately upon arrival. 

  I apologize again on behalf of REI, it is never our intention to make  getting excited about the outdoors a complicated process. I am going to send a $20 gift card to the email address on the order as a form of appeasement. 

  Sincerely,

  REI Store Operations

  Customer response

  07/03/2024

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/30/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  False advertisement about store return policy. I bought an Big ***** 3 person tent on May 23, 2024. Used it once, figured out the size was too small for 3 person to sleep in. Brought the tent back to REI Bloomington store on June 30, 2024 and tried to return it. The store manager said I couldn't return my tent since the tent stakes were dirty. We cleaned our item throughoutly and brought it back to store to return again, while another employee acknowledged our return was totally acceptable, despite it's an almost new tent, the store manager quickly came to the cashier and stopped the cashier who was trying helping us doing return. This is against REI store return policy. REI policy states that if returning the used item, item must be cleaned to return to store. We cleaned, pictures can prove that, and still got denied for return. This false advertisement is not wasting our money, but also our time and energy.

  Business response

  07/11/2024

  The REI Bloomington store processed a full refund to the customer for the tent on July 2, 2024.

  - REI Store Operations Team

  Customer response

  07/11/2024

   
  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.
  
  Sincerely,
  
  ***************

• Initial Complaint

  06/21/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  May 16th 2024 I received an email from REI stating:>> Total REI Rewards*:>> $118.88 >> (as of 5/14/2024) On June 21 2024 I went into retail store to use my credit and was informed I did not have a balance to cover a $38 purchase and that I would need to call my credit card company. I returned home and looked at my account to see my balance was $4.90. I contacted REI support through chat and was told to call the credit card company at ************. I contacted the credit card company and they informed me they had no knowledge of why I would be informed to contact them by REI, the card had been closed through them since April 17 2023. I called customer support and they said to call the credit card company and I informed them that I already have and they don't have any business with me for over a year. REI support is unable to explain to me why they have removed my credit, just a request for me to call a number of a credit card company that I have not had any relationship with for over a year. They are unwilling to provide the credit back to me. For resolution, I am looking for my original membership fees back ($30) and the balance I am owed through my rewards ($118.88) in a form outside of store credit.

  Business response

  06/25/2024

  Hello ****, 

  REI has provided the desired refund of $118.88 on the same day that this complaint was filed. 

   

  REI Store Support

  Customer response

  06/26/2024

  The business responded back to me with my requests already, could you please remove the complaint (#********).
  
  Thanks,
  
  *************************
  

  
  

• Initial Complaint

  06/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Hello, I placed a large order with REI and afterwards was alerted by my credit card company that I was charged twice. I found the charge and reached out to REI to have it removed. They responded in about one business day that it would likely drop after everything had shipped, this is usually a hold amount. Once I received all the items, the charge had not dropped, so I reached out again. They informed me, again in a reasonable amount of time, that it would take 7-10 business days. I reached out yet again in 11 business days, as the charge had not dropped, and they did not reply. I have reached out twice more rregarding this issue, with no replies the whole time. I disputed the charge with my ************ per their suggestion, and still have not heard from REI. I would like this charge refunded to me, which I think *********** will do, but I need assistance getting REI to respond in this whole process.

  Business response

  06/16/2024

  Hello,

  Our Sales & **************** team has reached out to ***** to provide a better understanding of the charges and process. I deeply apologize to ***** for any confusion and the inconvenience that has been caused. 

  Sincerely,

  REI Store Operations

  Customer response

  06/16/2024

   
  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. I would like to be clear, however, that I am the most displeased that REI continually ignored my emails until I got the BBB involved. The answer was very simply and made sense once explained, I should not have been ignored for a month for something so simple. Thank you.
  
  Sincerely,
  
  Tiana Last

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 14, 2022, I went to my (then) local REI for a tune-up to my bike. I did not get the service that I paid for, and instead, a disgruntled employee made some kind of comment on my account that has followed me all this time and to my NEW local REI in *************! I purchased some things there not too long ago and suffered the extreme embarrassment of having the cashier have to stop and call over his manager to get the blocked screen cleared so that I could proceed to pay for my items! The manager would not even share what the comment said...

  Business response

  06/13/2024

  The flag on the account was reviewed and removed on 6/13/24.  

  REI Store Operations Support Team

  Customer response

  06/18/2024

   
  Complaint: 21829647
  
  I am rejecting this response because:
  my RE account had flags on it that were placed there in 2022, and they prevented me from checking out the same way that people without flags on their accounts can check out. It also affected my membership rewards. Although RE, an upon further investigation, removed the flags, they will still not tell me what the flags were (what they said) or why they were put onto my account to begin with. All is get in response to those questions are emails telling me how great their membership benefits are! 

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

• Initial Complaint

  05/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I signed up with my family to attend an REI vacation and paid over $5,000 for a backpacking weekend in ********. Due to my father getting lost on a hike prior to (not during) the backpacking trip, the REI guides informed us that we could not attend the backpacking trip, but could stay the first night in the tents, and would have to leave in the morning (so essentially could stay one night, but not enjoy the remainder of the trip). Further, we were told that the night we stayed would have to be someone staying in the tent with my father with the tent LOCKED so that no one could leave. We did not feel comfortable staying in a locked tent (further, with myself as a female adult sleeping next to my adult father in a one-person tent) and stated we would leave that evening. REI emailed proactively to basically state their position that they were not going to reimburse us, and I responded stating we were told to leave and we should receive a refund. The customer service rep never asked for my side of things or what happened, however just continued to refuse any type of refund given REI's cancellation of our trip because we didn't have "trip insurance". I will be filing a claim with my bank against this transaction if not resolved and refund not processed immediately.

  Business response

  06/06/2024

  We are in contact with the customer and are in the process of doing a thorough investigation before settling on a final outcome.

  Business response

  06/14/2024

  After investigating the concern expressed, we have worked directly with ********************** to provide a full refund of the cost paid to REI for her and her party, to her satisfaction.
  
  Safety is a top priority on our guided adventure trips, and our primary concern was for the well-being of one of Ms. ********** travel companions and for that of the other group members. We appreciate Ms. ********** willingness to work with us to resolve the concern directly and to help ensure an outcome that preserves the well-being of everyone participating in the trip. 
  
  Thank you,
  
  *********************
  Director of *************************************op Experiences
  **************
  www.rei.com/adventures
  www.rei.com/events
  www.destinations.rei.com
  

  
  

• Initial Complaint

  05/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  REI has 20% off coupons on regular basis. Some brands are excluded. However REI doesn't provide a list of what brands are excluded. It just says some brand exclusions. When shopping in the app nothing upon exclusions is mentioned in the app. They also don't list the exclusions in their terms and conditions.I understand some brands don't allow exclusions but I find it strange that they regularly sell Arcteryx at 50% off via outlet store but they won't let me apply a 20% off discount on an item that is 20% off fora total of 37% off. ****************************************************************

  Business response

  05/20/2024

  Hello,

  When the co-op works with other companies, we abide by certain agreements that outline when brands participate in coupons or additional discounts. This is standard in our industry, and we do it to make sure you get access to great products. Because brand participation can shift, excluded brands are not listed in the Terms & Conditions. Item coupon eligibility is displayed on the product pages of REI.com. We work hard to make sure we clearly explain exclusions when they apply. Please let us know if theres anything else we can do to improve how we let you know about exclusions.

  REI Store Operations

• Initial Complaint

  05/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered gloves from REI for a gift. Black Diamond, Terminator Gloves, Black, XL, UNISEX (**********). What the gift arrived as was not what I ordered for the gift. The gloves that arrived were BD Blue gloves covered in mold and dirt. I returned the gloves to REI. I then received the gloves back from REI with letter of accusation and insults that the gloves were fine and the issue was caused by me. I returned the gloves again with a letter of retort. It was a matter of weeks and they sent the gloves back again with another letter of insults and accusations. The letter demand that I do business elsewhere. I am complaining on the basis that REI employees harassed me as a customer. ********************** employees also threatened me with soiled products that they continued to mail to me. I clearly stated the gloves were a hazard and that I could not believe they would ship such a product. They then took it upon themselves to return the soiled, dirty, contaminated gloves to my home through the mail.

  Business response

  05/28/2024

  Hello BBB, 

  The returned gloves from this complaint were inspected by at least 2 returns agents.  It was described that the used pair of gloves that were returned were heavily used. The goatskin fabric was dyed blue and the retail sales tag attached to the gloves was for the gloves that the customer purchased through ********************** and supplied directly from the vendor (Black Diamond). Black Diamond, Terminator Gloves, BLACK, XL, Unisex; ******************************************************************************************* examination, showed to the returns team that the tag sewn into the gloves were pre-circa 2015.  It does appear that old gloves of at least 9 years were returned with the new tags attached.
  
  I have attached the second email sent to the customer denying the return and the customers response. The customer was refunded for the gloves by his bank, as he disputed the transaction. The emails that the customer was sent explained what was received and why the gloves were returned. At this time, we feel it is appropriate for the customer to shop elsewhere. 

   

  Sincerely, 

  REI Store Operations

  Business response

  05/28/2024

  Hello BBB

  We have received the customer complaint, and the customer has been refunded for the purchase price in full. 

   

  REI Store Operations and Customer Service 

  Customer response

  05/29/2024

   
  Complaint: 21722170
  
  I am rejecting this response because:

  I have received no apology and no assurance that I will not be harassed or threaten by REI staff. 

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

• Initial Complaint

  05/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made a purchase online and returned both items. I only received a refund for one item. I have contacted about 5 times and every time I am told "they are escalating it and will reach back out to me". No one ever reached back out. The order number is A298810094. Both items were returned using the shipping labels provided by the merchant. I have still not received a refund of $82.93 plus tax. Please refund.

  Business response

  05/16/2024

  Hi there,

  I just looked at ******' purchase history and a second refund for $88.74 was processed yesterday, 5/15/24. As of today, the full refund for this order has been processed. 

  Please let us know if we can be of further assistance,

  REI Store Support team

• Initial Complaint

  05/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Thule double bike rack from REI. During the transportation the front latch failed, and the front tire popped off and the bike was dragged on the highway. fortunately, not much was damaged (I have an $8,000) e mountain bike. I checked with REI and they said everything was mounted correctly. I ask for you to cover the repair bill since the rack failed.

  Business response

  05/15/2024

  Hi there,

  A member of the REI ********* management team will be reaching out to Surge later today, 5/15, to discuss these concerns and help resolve any issues directly.

   

  Please let us know if we can be of further assistance,

  REI Store Operations Support Team

  Customer response

  05/16/2024

   
  Complaint: 21706423
  
  I am rejecting this response because: no one called me **********
  
  Sincerely,
  
  Surge Mouradov

  Business response

  05/29/2024

  Hello,

  The store team confirmed that they attempted to contact the customer on 5/16/24 at both the phone number and email provided and have not received a response. We have advised the management team to reach out to ***** again. The management can also be reached at ************** during regular business hours. 

  Please let us know if we can be of further assistance,
  REI Store Operations Support Team

*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. ↩