REI

Reviews 8

ST

Steven Williams

Great customer service. The employees at this location have gone above and beyond time and time again. The staff at the ski/bike shop are particularly awesome, and have given me loads of helpful advice on my snowboards and bikes. One time I bought a channel snowboard from the Denver REI and for some reason the channel inserts didnt fit in the board - the ski shop guys found me a pair that worked and then went above and beyond, helping me set up my snowboard since it was my first one and I was unsure of what setup to use. That was two seasons ago now, and that setup ended up being perfect for a beginner. I still use the same stance width and have just adjusted my angles to be more aggressive over time. This season, I bought a snazzy new bike and a nice new car hitch rack to carry it from the bottom. The same guy that set up my snowboard a couple years ago carried the rack out to my car for me, and without me even asking or expecting it, he came back out with my new bike just as I finished installing the rack to carry it. Above and beyond every time! If you run into Andrew around the ski/bike shop youre definitely in for 5-star treatment. Dude really knows his stuff! But realistically, everyone Ive met there is super cool, helpful, and easy to talk to. Never the type who act annoyed that they have to do they job. Weve all experienced that and its uncomfortable to say the least. The REI experience is worth everything penny even at MSRP, just based on the service you get and the 10% rebate you get as a member. Some of the one star reviews are laughable...a YEAR wasnt enough time to return something? I dont blame them for sticking to their policy on day 366. A year is a year. Special treatment should be appreciated, not expected. Keep being you, REI!

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PU

Purple Groundhog

Rushed Bike Repair Cost Me $70 and a 3 Mile Walk - Like many have said before, the customer service at this location could use improvement. This is especially true at the bike repair desk. Two weeks ago I went into the store with my mountain bike to get a new chain and tune after a wreck on a local trail. The senile gentleman they had manning the counter took 20 minutes to acknowledge that a human being was waiting to talk with him. Finally, I was given the opportunity to talk to the man when he looked my way but that opportunity faded when he slammed paperwork in my hand and started helping the next customer. The next customer was a nice woman who had reserved a bicycle for her son. This was the when things began to overwhelm the staff member. He could not find the bicycle and time and time again pulled out the wrong bikes many of them the wrong gender. The woman and I were patient with the man. However, searching for the bike took tens of minutes. The staff member was never able to locate the reserved item which has happened to me before at another REI location. The staff member at the end of this ordeal called out his other partner in the bike shop and left. Never once making an attempt to represent REI in the way this company deserves to be represented. I complained about this in a phone call the next day. For this, I was "rewarded" with sped up service that turned out to be awful. The tech rushed,set the derailer wrong, and cost me a lot more in the end. I will not be coming back to this store for biking needs.

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AZ

Azita Montoya

This company used to be worth shopping with. No longer. I was told I cannot return an item because I was one day over the year long return policy. One day. Ill literally shop anywhere else for outdoor gear. Look around - lower prices everywhere! REI used to be worth shopping at despite higher prices because they stood by the product and helped you out on the rare occasion that something needed to be returned. Now theyre just another retailer with an anti-customer return policy - but with higher prices. Not to mention the fact that the selection of whats carried in store is consistently trending towards cotton t-shirts and coffee mugs. Go somewhere else for your mountain gear.

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RE

Reggie Dela Cruz

I dropped my snowboard off to get tuned. I came back the next day to pick it up. I noticed that when they filed my edges they went too deep and it cut a groove into the base on both sides, tip to tail. I told them to fix it and the tech accused me of doing the damage from prior self tuning. I have been tuning skis and boards for 12 years including in retail (Eastern Mountain Sports) without a single complaint. I only dropped it off because I dont own a base grinder. I figured I could pick up my board and hit the mountains right after work. I am disappointed with their customer satisfaction. REI needs to work on customer relations and train their personnel better.

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JO

Jordan E

A little hectic on the Sunday afternoon I went, but not terribly busy. I passed about 5 different employees without being asked if I needed help with anything. Several employees seemed to be running about, too busy to be helpful. There are larger, better stocked locations. Several products I was browsing were not in stock (apparently), since the racks and pegs with the product price labels were empty. The front window display was torn down, (maybe in transition) with just a bunch of cardboard boxes stored there. I bought a few items since I was there, but found myself wishing I was buying online from my computer chair with infinite merchants and options.

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DE

Dennis Bronstein

I took my daughter to the store for hiking boots and they staff was extremely unhelpful. Someone would get us a pair and then disappear, and then it would take another 5 minutes to find someone to get us another pair. And nobody was very interested in trying to work out the fit issues and find a style that might fit her. We tried four pairs and finally gave up. I realize its a smaller store and doesnt have as much of a selection as the flagship, but they staff didnt make much of an effort at all. We went to Cabelas and the staff there was so much more helpful.

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A

A Private User

I love this place. They have so much stuff. Everyone seems to be so friendly and helpful. Like they actually love what they sell. As far as Nathans comments go I didnt feel "like everyone there is more interested in getting out of there instead of giving good customer service." (and just out of curiosity, what is an emergency fathers day present? The day change and nobody told you or you just woke up married on it?) lol. Anyway I really enjoy rei. They are a little expensive on somethings, but in an outdoor world you often get what you pay for.

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CL

Claire Y

Customer service was terrible! Went in to buy a new sleeping pad and the display was a mess. Couldnt locate the pad I wanted or figure out the prices since everything was all over the place and thrown about. Finally had to ask an employee in the bike shop for help because no other employee came by. He paged for assistance over the intercom and we waited 15 minutes more - NO ONE CAME. I understand there may be staffing issues but no one acknowledged us, even after the page. Im hesitant to return to this store after this experience.

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