ComplaintsforRecreational Equipment Inc.

• Initial Complaint

  11/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought several clothes and a hiking backpack over the summer for an upcoming fall expedition. The backpack was already broken and the merchant refused to take the item back because it was a return but it shouldnt be sold in the first place

  Business response

  11/28/2022

  Hello ***********************,
  
  Thank you for including an image of the back of an REI Return Tag for an item that was purchased in-store. This helps us identify what kind of item you are inquiring about and gives us the opportunity to revisit our policy for these items. Re/Supply items sold in-store are sold at a large discount and without warranty. All sales of Re/Supply items are final, and not returnable. This policy is stated directly on the front of all REI Return Tags and included online under the Re/Supply FAQs. Items that are sold online offer a 30-day satisfaction guarantee, but all sales are final for items purchased in-store. We value you as a member and hope that we can outfit you for upcoming adventures in the future.
  
  Sincerely,
  ************
  Retail Operations Support

  
  https://www.rei.com/used/faq#warranty-returns 

  
  RE/SUPPLY WARRANTY & RETURNS
  Do the products have a warranty?
  Items offered through the Re/Supply program are sold AS-IS and without warranty.
  
  However, if you purchase your items online, we do offer a 30-day satisfaction guarantee. If youre not satisfied with your purchase, you can return it within 30 days of purchase, through the REI Used Gear Returns Portal, not through REI stores or the REI ******************* Customers are responsible for return shipping.
  
  All sales are final for Re/Supply items sold in-store.
  Does the REI 100%satisfaction guarantee apply to Re/Supply?
  If you purchase a Re/Supply item online, we offer a 30-day satisfaction guarantee. If youre not satisfied with your purchase, you can return it within 30 days of purchase, through the REI Used Gear Returns Portal,not through REI stores or the REI *******************
  
  All sales are final for Re/Supply items purchased in-store.

  Customer response

  11/30/2022

   
  Complaint: 18298817
  
  I am rejecting this response because:

  The item seemed to be defective 

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

• Initial Complaint

  11/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  REI is holding $139.05 on my credit card and refuses to cancel the charge and it has been 4 days for a product I dont have. I cannot use this money and have talked to 5 supervisors that cannot help remove this charge on my credit card.Thanks

  Business response

  11/08/2022

  Sales & **************** Manager poke with customer in 11/7/2022 and confirmed that the authorization has been removed from the account and that the issue has been resolved. Let us know if you have any further questions by calling us at **************.

  Customer response

  11/08/2022

   
  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

  10/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In the past, I have often requested and received dividend checks for reward credits that I have earned on my cash back REI mastercard. I phoned REI last summer for advice about REI's decision to transfer my cash back U.S. Bank REI mastercard account to ************ I was told that I could receive a statement credit on the new *********** cash back credit card for the rewards I had earned on my U.S. Bank cash back credit card after the transition to ************ I was told that after the transfer of the account was complete, I should call REI to make sure that the reward credits had successfully transferred, and if they had not, I should request a dividend check. I called REI today, now that the transition to *********** appears to be complete, and was told that my reward credits had been transferred to *********** in June, but I could only get in store credit for the rewards, and a statement credit was not possible. I used to shop at REI stores when I lived near them, but I no longer live close to one. As a result, shopping at REI is no longer convenient, and I have no desire for in store credit. Due to the misinformation I received from REI last summer, I am requesting that REI send me a check, or give me a credit card statement credit, in the amount of the rewards that I have earned on my REI credit card. In exchange, I would agree to the deletion of the rewards on my credit card in that amount.

  Business response

  11/11/2022

  Hello ******************,

  We apologize for the frustration this caused. Upon further investigation, we see that you contacted REI customer service on 6/26/22 and received incorrect instructions on the change to the card rewards program and the process to request a check for card rewards earned prior to the conversion to **************** on 8/5/22.

  To correct this error, our partners at *********** will issue you a check for card rewards earned up to 8/5/22 that have not been redeemed on purchases at REI. The check will be delivered by mail in January 2023.

  If you have further questions or concerns about your REI Co-op Mastercard Rewards, please contact *********** by calling the number on the back of your card.

   

  Sincerely,

  REI Retail Operations

  Customer response

  11/11/2022

   
  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.

  Thank you for your assistance.
  
  Sincerely,
  
  ****************************

  Customer response

  03/03/2023

   
  Complaint: 18325489
  
  I am rejecting this response because:

   

   

  Dear Resolutions Specialist,

   

  REI failed to follow through on their promised resolution.  Please re-open the case, and please follow up with REI.

   

  Thank you for your assistance.

   

  Sincerely yours,

   

  ****************************

  
  
  Sincerely,
  
  L *************************

  Business response

  03/09/2023

  
  We apologize for the delay in issuing you a check for your card rewards. Your check will be mailed to you by *********** and should be received by the end of March as a one-time courtesy.
  
  Remember, with the new REI Co-op Mastercard Rewards program, your card rewards are available as theyre earned and will not expire for the life of the account. Card Rewards are not available to be redeemed for a check going forward.
  
  We made the decision to move the REI Co-op Mastercard program to *********** in 2022 because we believe they offer the best combination of features and benefits for co-op members. We greatly appreciate your continued membership.
  
  Thank you for being a REI Co-op Member,

  REI Retail Operations

  *******************************

  Customer response

  03/15/2023

   
  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.
  

  Thank you for your assistance.

  Sincerely,
  
  L *************************

• Initial Complaint

  10/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been a member of REI Co-op since 2012. Most of that time I have used their rewards credit card issued by US Bank.Under the terms of that card, rewards could be used for purchases at REI or could be refunded by check after July 1 of the following year. In past years I have done both with no problem.This year, REI has moved the card accounts to Capitol One and said that beginning in 2022, rewards can only be used for purchases from REI.On March 2, 2022 I entered my request for my 2021 rebate in the amount of $179.21 understanding it would be received after July 1. Having not received it by August, I contacted REI. I was told they had no record of my request.Fortunately I had saved screen shots of my March 2nd request clearly showing my member number ********, the proper amount, and their screen saying 'Thank you for submitting your dividend check request'.After multiple contacts by phone and email, I have now been told that my request was made in August,too late to receive a check. ****** is when I called them and was told they had no record of my request.I have provided proof to them that their system accepted and thanked me for my request. That request was in March!Can you help? Can you suggest further action on my part?Thanks in advance.Reid *****

  Business response

  11/17/2022

  To whom it may concern,

  We did a very thorough review of this situation during previous engagements with ***** Reid. It has been determined that we have no proof of a check request submission in March. We only have a submission on August 19,2022 which was past the submission deadline of August 5, 2022.

   

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

  REI Retail Operations Support

  Customer response

  11/30/2022

   
  Complaint: 18305935
  
  I am rejecting this response because:

  I have already presented proof to the Better Business Bureau that I indeed requested my refund five months earlier than REI claims.  Please LOOK at the attachment I sent with my original complaint.  I have attached another copy today.

  The date stamp shows March 2, 2022.  I can't help it if REI has a problem with their system.  That is when I made the request.

  The document shows screen shots from their system with the refund to which I am entitled $179.21 and their message thanking me for requesting my rebate.

  
  
  Sincerely,
  
  Reid *****

  Customer response

  12/07/2022

  Please look at the document I already submitted.

  Right click on the file and look at 'Properties'.

  You will see the date/time stamp on the file showing it was created March 2, 2022 at 12:59 PM.

  I have attached a jpeg showing exactly that.

  That is when I submitted my request to REI.

  That is the truth.

   

  Business response

  01/10/2023

  Hi there, After receiving the additional information and attachments, REI is working with our ******************** to resolve this issue for the customer. We will have a follow-up communication to them by the end of January 2023. We anticipate this will resolve the issue. 

  Thank you so much,

  REI Retail Operations Support Team

  Customer response

  01/18/2023

   
  Complaint: 18305935
  
  I am rejecting this response because:

  The message I received indicates that there may be a resolution by the end of this month.

  I look forward to hearing more by then.

  I hope for an acceptable resolution!

  Sincerely,
  
  Reid *****

  Business response

  01/25/2023

  Thanks so much Reid. You should hear from a member of our Sales & Service Team once they have worked out the details with ************ If you don't hear anything by the end of next week, feel free to reach out to our team directly at *******************************.

  All the best,

  REI Retail Operations Support team

  Customer response

  01/30/2023

   
  Complaint: 18305935
  
  I am rejecting this response because:

  I will be more than happy to accept their response when I receive a check for $179.21.
  
  Sincerely,
  
  Reid *****

• Initial Complaint

  09/16/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My name is *****************. I was a long-term faculty member of ************************* and the ***********************, before I decided to take a break from my professor **** I was an award winner of NSF Career Award, and Presidential Early Career Award for Scientists and Engineers (PECASE Award) from the ***********. I was an REI member and a big supporter of REI. I strive to write the most helpful product reviews for REI products to help customers of REI and bring more business to REI. I made donations to the REI *********************** as well. However, I am having various difficulties with REI ************** the *********** area and some members of the REI leadership team in their headquarter recently. I believe the person is **************, a Sr ******* Supervisor. I visited REI Bloomington for bike service and to make some donations to the bike shop as well as to the REI *********************** on 09/14/2022. However, I was accused of shoplifting, given a trespassing notice and asked to leave the store immediately. They did not even allow me to read the documents in the store. It was very humiliating. Afterwards, my membership was withdrawn 3 times. I am not convinced that REI is fully inclusive to intelligent women. I am just an innocent customer who wanted to solve problems collaboratively. However, in further interactions, it made me feel that I fell into several traps that they set for me. They are so mean. It was so disappointing and disgusting. I am not interested in lawsuits. I can certainly step away and work with other stores instead, e.g., Amazon. However, I feel this is a great opportunity to make REI more welcoming and inclusive, especially to intelligent women members who can make big contributions to REI. If there were misunderstandings in the past, I would like to clear these misunderstandings. I still prefer to solve problems a more collaborative way. If there was anything I did wrong, I want to apologize sincerely and move forward.

  Business response

  10/03/2022

  This is in response to ********** complaint #******** received by Recreational Equipment, **** Following are the facts surrounding ****** complaint:

  In August 2022, ***** sent several emails to REI personnel, made numerous phone calls and chats to our customer service department and would talk to employees at the local REI stores. During these interactions, the conversations made our employees very uncomfortable and some were harassing in nature including cyber-stalking of our employees and contacting them on LinkedIn.

  ***** has made it an unsafe environment for our employees.As such, on September 14, 2022 REI issued Chuan a no trespass notice when they came into our store; this notice was for the harassing behavior, not for shoplifting. ***** continued to contact REI so a formal letter was sent to them via email and certified mail on September 16, 2022 stating they are to cease all communications with REI and its employees due to their continued harassment. REI also filed a police report about Chuans harassment to its employees.All donations to the REI *********************** are in the process of or have already been refunded.
  
  We hope this email provides you and your office with sufficient information to properly close this matter out as being sufficiently resolved.

  Customer response

  10/05/2022

   
  I am currently hospitalized with limited internet access. I reject the response. I never stalked anyone. It was a huge misunderstanding. I do not accept the accusation of harassment. If there were any harassment, it must be from REI to me. I will provide a more detailed response after I get out of the hospital. 
  
  Best,
  *****
  

  
  

• Initial Complaint

  09/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  REI SOLD ME A DEFECTIVE ELECTRIC BICYCLE, AND REI REFUSES TO HONOR THEIR "ONE-YEAR" WRITTEN RETURN POLICY AS STATED. I HAVE TRIED ALL REASONABLE WAYS TO DIRECTLY RESOLVE THIS MATTER WITH REI, BUT REI REFUSES TO RETURN ANY/ALL OF MY EMAILS AND PHONES CALLS, AND THEY WILL NOT ALLOW ME TO RETURN THE DEFECTIVE ELECTRIC BICYCLE. PLEASE ASSIST IN RESOLVING THIS MATTER.

  Business response

  09/22/2022

  This matter is being handled by the REI Legal department. 

  Customer response

  09/22/2022

   
  Complaint: 17918400
  
  I am rejecting this response because:REI has misrepresented the facts in this matter when they responded and stated, "the REI **************** is handling this matter". This is unfortunately UNTRUE. REI has not made any contact with me whatsoever, and there has been sufficient and ample time to do so. I am now being forced to escalate this matter legally to protect my rights. I truly hope the BBB can assist in getting REI to tell the truth, and to have REI provide the BBB with proof to support their claims "the matter is being handle by the REI legal department". Thank you.
  
  Sincerely,
  
  ***************************

  Business response

  10/24/2022

  Please see the attached letter that has been emailed to ******************** from Divisional VP, ***********************, in response to this complaint. 

  Customer response

  10/29/2022

   
  Complaint: 17918400
  
  I am rejecting this response because:Please note: THE TEXT OF YOUR RESPONSE MAY BE PUBLICLY POSTED ON BBB'S WEBSITE. PLEASE DO NOT INCLUDE ANY PERSONALLY IDENTIFIABLE INFORMATION IN YOUR RESPONSE. By submitting your complaint, you are representing that it is a truthful account of your experience with the business. BBB may edit your response to remove personally identifiable information and inappropriate language.

  
  

  REI'S MOST RECENT RESPONSE VIOLATES THE BBB RULES AS STATED ABOVE AND I THEREFORE REQUEST THAT REI REMOVE THIS VIOLATIVE WRITTEN RESPONSE IMMEDIATELY OR I REQUEST THE BBB REMOVE THIS POST FOR VIOLATING COMPANY POLICY(S) AS NOTED ABOVE.

  
  

  I HAVE SENT MY DEMAND LETTER DIRECTLY TO REI AND HAVE NOT RECEIVED THEIR RESPONSE AS OF 10/29/2022
  Sincerely,
  
  ***************************

• Initial Complaint

  08/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  REI made a change recently such that member rewards are no longer redeemable by check as it has been since we started with them in ****. This change was not clearly or adequately communicated. A recent change to a new credit card company for the REI card, promised increased rewards of 1.5% and quicker redemption of rewards. This has been our primary card for years and we recently moved, putting all our significant expenses on this card with the expectation of significant and quicker rewards. When we went to redeem over $500 in rewards we found out (it's not clear and we needed to contact customer support to confirm) that rewards are now only redeemable with purchases from REI. With more expenses still in the process of being charged, we have money locked up that we have no intention of spending at REI. After several calls to customer service, they are telling us this was communicated although we have no emails regarding this and no US mail that clearly calls this out. There was cutoff in August we're told for which we also cannot find any communication. The only notices were on the change of credit card vendors and none of those notices mention the new restriction of redeeming for REI purchase only. We are cancelling our REI credit card and are looking for a way to get the money back that they have tied up for us. REI representatives tell us there's nothing we can do except find a way to spend hundreds of dollars in their store that we don't want to.

  Business response

  08/24/2022

   

  Starting August 5,2022, the REI Co-op Mastercard transitioned to ************ With it came a new card program that features card rewards that never expire for the life of the account and are available to be redeemed as they are earned as soon as they post to a cardholders account.  
  
  In the time between June 10, 2022 (when the new program was first announced to cardmembers), and August 5, 2022, cardmembers were given an opportunity to request their card rewards balances earned up to August 5, 2022, to be delivered by check. For card rewards balances not requested by check, rewards balances transitioned to the new program and can only be redeemed by shopping at REI.com, REI stores, the REI mobile app or booking a trip with REI adventure travel.  These card rewards do not expire for the life of the account. 
  
  To help cardmembers understand the changes occurring to their REI Co-op Mastercard and the opportunity to request a check for the card rewards balances prior to transition, REI and *********** communicated to all cardmembers and provided these resources: 
  Publicly available website -- https://reimastercard.capitalone.com/ -- to share information on the transition that included a section on the home page dedicated to communicating the changes to card rewards and a direct link to the card rewards check request form. 
  All REI staff members who assist customers day to day in-store, online and through the REI call center had FAQ information that included details on the change to card rewards, access to the check request form and the deadline to submit requests. 
  Cardmembers were contacted starting on June 10th through physical mail and/or email preparing them for the conversion.  
  
  For Co-op Member Rewards (as opposed to card rewards, you can request a check for those Co-op Member Rewards earned in 2021 according to the process listed on rei.com. Beginning with the Co-op Member Reward earned in 2022 and beyond, as set forth on rei.com, member rewards can be redeemed only at an REI store, REI.com,REI Outlet, for an REI adventure trip, or via the REI app and will no longer be able to be redeemed as cash or check.   
  
  Today, ?the vast majority of?REI members (nearly 99%) choose to redeem their rewards with the co-op. REIs adjustments reflect how our members are already using the rewards benefit. 
  
  We apologize for any inconvenience or misunderstanding this transition has caused.

  Customer response

  08/24/2022

   
  Complaint: 17752917
  
  I am rejecting this response because: we can find no email or recent US mail notifications of anything other than the change in credit card providers.  Those emails and mailings do not mention the restriction of how rewards can be redeemed.  I went back through all emails this year and found nothing.  Representatives have told me that we were repeatedly notified via multiple emails and mailings but we have no emails and the only US mail recently received made no mention of this restriction.  No email or US mail we can find mentioned the August 5th cutoff date either.  The website provided, https://reimastercard.capitalone.com/ makes no mention of the new restriction and only mentions all the new and improved benefits.  It's only in the *** section that redemption is mentioned and it doesn't call out explicitly that you can no longer receive rewards as a check.  It does say you can redeem at REI which has always been the case.  It's not obvious that something is being taken away.  Specifically, the section labeled "How have my new card rewards changed?" makes no mention of it.  You apparently have to look for what's not said anywhere in the document to figure out that something is missing.  This is very deceptive.  
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been a member of REI co-op since ****. They offer rewards that can go toward purchases of recreational equipment, some of those rewards are accrued by using the REI credit card, which I have had for some time. There is also an option to get the rewards "cashed out" and sent to me in the form of a check. This is the option I've used most years and it has worked well although the check is not usually sent out until summer for some reason. I consider those rewards to be money in the bank -- my money since I "earned" them by using the REI credit card and/or by making REI purchases.Recently REI changed banks associated with their credit card. They sent emails saying how great it was and how the transition would be easy. What they did NOT advise me of was that when they switched banks they changed their policy and no longer offer the "cash out" option -- even for rewards accrued during the previous year with their old bank. I found this out by making the annual call that I need to make to request that my rewards be sent out in the form of a check. The policy change apparently went into effect when they switched banks on 8/8/22 -- one week ago from today. Had I been properly advised of this policy change I would not have let last year's rewards remain without cashing them out. Since these are My Rewards and there is an established precedent of sending my rewards money to me in the form of a check I feel that they have a responsibility to advise me of this rather large change in policy so that I can cash it out BEFORE the policy changes or at least give my informed consent not to. They did not get my "informed consent". It is my choice and I was denied that choice. My Reward amount this year is $976.51 which is not insignificant and is the full previous year's rewards (2021-2022).I am asking that REI honor the precedent established in our relationship and send me my rewards check for rewards accrued during the previous year and under their old policy.

  Business response

  08/24/2022

  The REI members letter submitted to the Better Business Bureau (BBB) references rewards.  For clarification, an REI members rewards (in total) include: 
  -***op Member Reward, which is typically 10% back annually on eligible full price purchases; and 
  -REI ***op?Mastercard?Rewards (if an individual is an REI ***op Mastercard holder). 
  The letter focuses on REI Mastercard Rewards (referred to here as card rewards), so this response applies the same focus. 
  
  Starting August 5, 2022, the REI ***op Mastercard transitioned to ************ With it came a new card program that features card rewards that never expire for the life of the account and are available to be redeemed as they are earned as soon as they post to a cardholders account.  
  
  In the time between June 10, 2022 (when the new program was first announced to cardmembers), and August 5, 2022, cardmembers were given an opportunity to request their card rewards balances earned up to August 5, 2022, to be delivered by check. For card rewards balances not requested by check, rewards balances transitioned to the new program and can only be redeemed by shopping at REI.com, REI stores, the REI mobile app or booking a trip with REI adventure travel.  These card rewards do not expire for the life of the account. 
  
  To help cardmembers understand the changes occurring to their REI ***op Mastercard and the opportunity to request a check for the card rewards balances prior to transition, REI and *********** communicated to all cardmembers and provided these resources: 
  -Publicly available website -- https://reimastercard.capitalone.com/ -- to share information on the transition that included a section on the home page dedicated to communicating the changes to card rewards and a direct link to the card rewards check request form. 
  -All REI staff members who assist customers day to day in-store, online and through the REI call center had FAQ information that included details on the change to card rewards, access to the check request form and the deadline to submit requests. 
  -Cardmembers were contacted starting on June 10th through physical mail and/or email preparing them for the conversion.  
  
  For ***op Member Rewards (as opposed to card rewards, you can request a check for those ***op Member Rewards earned in 2021 according to the process listed on rei.com.  Beginning with the ***op Member Reward earned in 2022 and beyond, as set forth on rei.com, member rewards can be redeemed only at an REI store, REI.com, REI Outlet, for an REI adventure trip, or via the REI app and will no longer be able to be  redeemed as cash or check.   
  
  Today, ?the vast majority of?REI members (nearly 99%) choose to redeem their rewards with the co-op. REIs adjustments reflect how our members are already using the rewards benefit. 

  We apologize for any inconvenience or misunderstanding this transition has caused.

  Customer response

  08/27/2022

   
  Complaint: 17721183
  
  I am rejecting this response based on two points:

  1) REI did not communicate the fact that checks could not be requested after August 1st evidenced by the fact that I did not receive the message.

  2) REI has switch banking arrangements before (from **** to Mastercard) and there was no policy change regarding dividend checks. There was no precedent for alarm or action needed.

  REI was not serious about communicating the fact that dividend/rewards checks could not be requested after August 5th 2022. The evidence is that I did not receive the message. Communication actually requires acknowledgment by the recieving party, otherwise it's just a rant, a monologue -- not actual communication. communication that is deemed important guarantees that the message gets to the recipient. Examples include Certified mail, personal phone call, being served a legal document.

  Two out of the three methods that REI says I should have received the message from actually require ME to initiate contact with them, 1) Going to the REI store or 2) Calling REI

  There is no mention whatsoever of the dividend check change in any emails REI sent between June and August and the **** mail correspondence spoke about logging in and being able to access ones account during the transition period.

  I am giving REI the chance to do the right thing and acknowledge the fact that their communication regarding this bank transition was suboptimal and did not result in actual communication taking place, especially in regards to the dividend check policy termination. Perhaps the banking transition was rushed, I don't know the particulars. Regardless, I am requesting again that they submit a dividend check to me as requested.

  It doesn't matter what MOST REI members do, I request a dividend check MOST years, and I would say every year since 2006. Their records indicate this.
  
  Sincerely,
  
  ***************************

  Business response

  09/13/2022

  REI has confirmed that the email on file for the cardmember is valid and has engaged with communications from REI. The cardmember email address received notice of the changes and there is no record of bounce-back or complaint against the email at the time of distribution to the recipient. At this time REI considers this matter closed as we are unable to accommodate the customer request for payment of their rewards by check. Its important to note that the cardmember's rewards balance remains available and can be redeemed by shopping at an REI store, REI.com or by booking REI adventure travel.
  

  Customer response

  09/29/2022

  REI did NOT make it known that they would be terminating their longstanding practice of issuing checks for dividends upon request from REI co-op membership.
  
  This is demonstrated by the fact that REI membership did not know of this policy change. Examples include myself and an REI member who filed a BBB complaint with the exact same issue on 8/22/22. I have searched through all physical mail and email from REI *********** and there is NO mention of the termination of the dividend check issuance policy.
  
  REI can make whatever policy change they want and they are under no obligation to tell their membership, but to SAY that the DID tell membership is a blatant corporate lie. Furthermore, to make such a policy change and allow only TWO months for this important information to take place is unrealistic and unthoughtful.
  
  Here are examples where REI was actually trying to communicate an important message:
  Big Brands. Up to 50% Off... Going Fast!
  Ends Today! Save an Extra 25% on 5 Great Brands
  
  I know about the last day of the sale and the percent discount. Had REI used anything remotely like this type of communication in regards to dividend check issuance then I, and other members who habitually request checks, would have gotten the message.
  
  If 99% of REI members redeem their rewards instead of asking for dividend checks , as REI says, then it wouldnt have taken much effort to contact those members who habitually request dividend checks, year after year, and advise them personally that this policy, which had been in place for more than a decade, would change in two short months.
  
  REI did not reasonably and effectively communicate that dividend checks would no longer be available. Now that I am properly advised of this policy change, I ask only that REI do the responsable and honorable thing and issue me the dividend check that I was denied. By admitting that your communication was sub-optimal and making the appropriate reparations you will build respect and loyalty to REI. If you lie and evade responsibility you erode members' trust and lose loyalty.
  
  Sincerely,
  ***
  

  
  

• Initial Complaint

  06/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Dropped my bike off for a tune up in March when they switched over in my ******* ** store. knowing that I was going on a 2-week trip I advised them upon drop off that I wanted a complete tune up and new tires and to call me with any other recommendations. After getting back from my trip I picked up my bike on April 16, and the clean alone on it looked great, took it home then of course bad weather for the next few weeks, was able to take it out and noticed that it was hopping gears when I was not changing them, took it to the store for a re-work, they said it was probably a cable tension, adjusted it and I went on my way. Well same issue, took it back and spoke this time to ****** who said yes it was a cable tension and the ********* was bent, he kept it for a few hours said it was great and I departed again from the store. Well I took it out yet again on yesterday June 29 and the SAME issue, this time I called the store and spoke to *****( **** goods manager) and advised her of the issues, she seemed very accommodating, advised to drop it off and was told the "A-team" is working tomorrow June 30 and they we would do a total work over again and that we would then speak again or with the ** and talk about compensation due to all the issues. I proceeded to drop my bike off again at 5ish pm on the 29th and the store reps told me they were expecting me and that there was an internal "Teams" communication. Well the rep in the shop was really pushing that he knew what it was and could do it right then and there. I told him no, speaking with ***** we agreed on these terms. They reluctantly took it in. I received a call from the shop that they adjusted a few things again on cable tension and it was ready. Go to pick it up and it was ****** again, and the RUDEST attitude, who refused to let me speak with the tech as "He was extremely busy" took the tags off and pretty much kicked me out of the store. This is beyond appalling that they cannot admit they were wrong

  Business response

  07/06/2022

  Hello Better Business Bureau,

   

  This issue has been resolved, with the customer receiving a full refund at the retail location. This was the desired settlement per the customer. We value the customer as a member of the ********************** Coop, and we're happy that this complaint has been resolved with the customer's desired outcome. 

   

  REI Retail Operations

  Customer response

  07/12/2022

   
  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

  05/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello BBB,Thank you for taking the time to review my dispute.I returned some Arc'Teryx jackets a long time ago to REI because they ended up fitting a lot smaller than I expected and I needed them for a skiing trip I was going to.I had sent out the return back on February 17, 2022 and this can be confirmed with the **** tracking information: ************************** https://tools.usps.com/go/TrackConfirmAction?qtc_tLabels1=************************** It was delivered to them on February 22, 2022 and to this day I am still waiting for my money back I have emailed, called, and chatted them multiple times regarding this and every time they tell me that they have a third party warehouser that needs to sort things out before I get my money back. I've been paying off and paying interest for this purchase and this is completely crazy.This is ridiculous that I've had to wait this long and I've sent out multiple emails with no response. This is insane that as a customer I've had to wait over 3 months to not even receive my money back. Please address this as REI seems to have swept this under the rug and will no longer even respond to me.

  Business response

  05/31/2022

  To Whom it may concern,

  This customer has been told on multiple occasions that they need to speak directly to our ******** Services team at **************, as they will be best suited to assist them. Any further information this customer needs can be answered by that team.

  Thanks so much,

  REI Retail Operations

  Customer response

  05/31/2022

   
  Complaint: 17290858
  

  To Whom it may concern,

  This company has been told on multiple occasions that they need to respond to me directly through my email or phone, as that's where I've been making my attempts to contact.

  That's real crazy that you're telling me that I need to speak to ******** Services because I have! I've been speaking to them for months! I did exactly what information you're regurgitating and called your ******** Services team, luckily I started an email thread awhile ago with you guys that shows that you don't even respond to my emails.

  I am rejecting this because you're presenting me with old information like it's new information, I've contacted your ******** Services team in the past through phone and email to no avail. This answer is unsatisfactory and I'm really disappointed with the stance you guys have chosen to take.

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

  Business response

  06/03/2022

  To Whom it may concern,

  
  This customer has been told on multiple occasions that they need to speak directly to our ******** Services team at **************, as they will be best suited to assist them. The customer is contacting a separate team at our ***** number and not the ***** number that has been provided.  The customer will need to reach out at ************** for assistance.  Any further information this customer needs can be answered by that team.

  
  Thanks so much,
  REI Retail Operations

*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. ↩