Category: | Camping Store |
Address: | 740 Ernest W Barrett Pkwy NW #450, Kennesaw, GA 30144, USA |
Phone: | +1 770-425-4480 |
Site: | rei.com |
Rating: | 4.3 |
Working: | 10AM–9PM 10AM–9PM 10AM–9PM 10AM–9PM 10AM–9PM 9AM–9PM 11AM–7PM |
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Ross Brewer
Been an REI member since ’09. Shopped at this store more than any other stores. Normally have quality interactions with the staff here, but not during my last visit (6/13/14): I don’t recall ever returning an item, but after 5 years of membership, I was truly unsatisfied with a camp chair that I had purchased an admittedly long time ago (could only find out from the cashier once I was in the store – bought in 2011). I wanted to know if I had any options under the satisfaction guaranteed policy, which I was unaware had changed. To the cashier’s knowledge of the new refund policy (June ’13), I could not exchange the chair; no problem, I knew it was a long shot. He wanted to confirm his decision with the manager, though. Enter store manager (cashier 116657). She must have inaccurately gaged my demeanor because she jumped right in to the situation as though I had been giving the cashier a hard time. After she confirmed the cashier’s decision, I attempted to empathize with the absurdity of the old policy by letting them know that one of my friends used to work at this store, and he used to remark that customers were allowed to return anything/anytime, no questions asked. She perceived this point to mean that my friend was taking advantage of the system and rudely quipped, “I bet they no longer work here anymore.” She was right, he went on to REI Corporate… I then tried to garner some answers on hypothetical scenarios for how I should return future items under the new policy. Said manager could neither answer my questions confidently nor maintain a polite manner in trying. I left feeling more than put off. The best part- I flew out to visit Yosemite last week, and a friendly employee of REI Dublin (CA) told me that my chair is considered a grandfathered item because I purchased it under the former return policy; it should have been returned/exchanged for me. I was under the impression that REI customers paid higher prices because the return policy allowed us to avoid buyer’s remorse. With the change in policy, and the unprofessional attitude of the Kennesaw REI manager, I plan on trying other stores far before returning to REI. I may keep the chair to remind myself of this boycott, too. Cheers
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Lisa M
I ordered and paid for an online purchase to be shipped to the store for pick-up. When I tried to pick up the item, I was told that it was shipped back to the warehouse. I dont understand since it was completely paid for but I was told they only hold the item for 30 days. I said that I never was even notified that it was received at the store after waiting a month. One of the snippy female clerks adamantly told me that she sent it back and that I should have checked my spam mail which I always do. I called REI Customer Service and they had no record of the item being shipped back to the warehouse. They told me they could not give me a refund yet until they received it. They did however reorder the item (I paid for it again) to be shipped to the Kennesaw store again. I called REI Customer again 3 days later to inquire about my refund. They still had no record of the return and still could not refund. About an hour later I received a voice mail from a store manager who told me that he had the first item and also second item at the store. He stated that he was sending both to my home address. Argh! After all the aggravation and frustration, I have 2 identical items. Well see if I even get the items. I am very disappointed with the stores incompetent and rude staff. Their customer service could be greatly improved.
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A Private User
This store is great and in a good location. Its smaller than the others so sometimes they dont have all of the same items in stock, but they can get them. The staff is very friendly and helpful. As others mentioned, they have lots of top brands, but sometimes that means things can get a little pricey (MSRP is common) but you do get what you pay for. I love that you can return things without a hassle, because with a lot of outdoor equipment it is hard to know what will work until you get out there. Plus, the members only scratch-n-dent sale is amazing! I became a "member" as soon as this location opened - I havent gotten much back because I havent spent much (my friends who have bought high-dollar items have gotten really excellent dividends) but I signed up mainly to support the company and the work they do. I have also participated in some of the events they offer, such as doing Kennesaw Mountain maintenance - very cool that they are involved in the community and make it easy to find things like that.
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Jenna Smith
Today I went in to get the thermoball north face jacket and use the 20% off coupon. While trying on the north face there was a Patagonia jacket I liked too that had a hood.... Im the worst at making decisions. If you ever need help, Jerry is awesome! Another guy was helping me too, didnt catch his name! Feel horrible. But both were so helpful and went out of their way to look up things and give advice. They checked on me to make sure I was doing ok and were so nice! Awesome customer service and overall made the experience fun! They also werent pushy and were very chill/personable to talk and ask questions. The only advice I would give is at checkout......I wouldve become a member if the guy at register would have described what all is included when you sign up to be a member and spend the $20. I used my friends coupon he gave me... If I wouldve known I got 10% back...and basically wouldve seen that $20 back in store credit... I wouldve said yes.
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Chris Mathis
This store has many brands of clothing to choose from (North Face, Patagonia,Smartwool, and Mountain Hardware to name a few. They have great markdowns on a variety of brands, you just have to spend the time searching. If you need help with anything ask for Tracey, thats who helped me and she was awesome, you dont see associates like her anymore. The only negative I had was, when you check out they will pressure you, and I mean pressure you to purchase their membership.
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Sam Clark
Staff are both friendly, and beyond knowledgeable about their products. A lot of the products here can be pricey, but they are also quality, and meant to last. When shopping here, you dont have to worry about something wearing out in a year or 2 which makes the initial investment easier. I did sign up for the points program here, which costs $20. Supposedly, there are some benefits to it, but after 2 years, I really cant remember a single time it has saved me money.
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Tommy Morgan
I just love this place cool t-shirts bell bottoms cool shorts and the best in work out gear I like the music to and the team treat me with kindness even though I am a guy I buy t-shirts and paints in the girl department not because I want to be a girl but because they fit and are cool but the staff never look down on me or with distament only with kindness and gratfulness this means a lot peace Tommy