Category: | Camping Store |
Address: | 201 University Oaks Blvd #1100, Round Rock, TX 78664, USA |
Phone: | +1 512-255-1938 |
Site: | rei.com |
Rating: | 4.1 |
Working: | 10AM–9PM 10AM–9PM 10AM–9PM 10AM–9PM 10AM–9PM 10AM–9PM 11AM–6PM |
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M M
Very disappointed in the customer service given by Brad Bekendam at the REI in Round Rock. I wanted to return an item that I was not 100% satisfied with. It was my understanding that within 1 year of purchase, if a customer is not 100% satisfied, that the item could be returned. He was very rude, would not allow me to make the return, and then (adding insult to injury) suggested I put up a Craigslist ad for it. He explained REIs return policy as: "If there is something wrong with the item, it can be returned. Otherwise, too bad". There were multiple things about the item that I was unhappy with, and I dont feel like I have to justify to some demeaning, low-class jerk, every single detailed point of my dissatisfaction. I had previously talked to a couple of different staff members about being able to make the return, and the response I got was, "Within a year? No problem". I told Brad this, and he responded that whoever I spoke with didnt receive the correct training and they "would be dealt with accordingly". Fortunately, I had the day off and drove to the REI at Gateway, and easily returned the item. The staff members at this location were beyond compassionate and helpful, specifically Sarah and Stephen. If there are stipulations and limitations on customer satisfaction policies, it would behoove REI to make their customers aware of such caveats. And from now on, Ill either drive to the Gateway location, or order online.
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Stacy Tucker
We went to REI for new summer shoe for my kids. I paid at the register with my bank card and walked out with my kids and husband. After driving across town to another errand, my husband asked which card I used. A long story short, I used the wrong credit card. It would negatively effect that particular account . . . but now we were across town with no other reason to go north again that day. I called REI and explained the situation. The person that answered the phone happened to be the same cashier we had dealt with while there. She was so helpful and friendly and figured out a way to return the items and recharge them on the correct credit card. It took time, as she needed several different large numbers from the receipt and such, but she never showed any signs of being annoyed or put out. She also saved us a bank fee or two. I called again, yesterday morning, to see if they could mail the receipts of said transaction and, again, I was helped with friendly and accommodating customer service! Ive shopped here before and will return due to the great service I receive every time . . . this instance just really needed to be highlighted.
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A Private User
I went to this location to purchase a kayak. I knew exactly what I wanted so purchasing the kayak was supposed to be quick. The sales person attempted to up-sale me on equipment and accessories that I already stated I was going to purchase elsewhere. After finally accepting that I would not submit to this, they began to push their REI membership card on me considering that I was not a member. I expressed zero interest in becoming a member however this seemed not good enough for the sales person to keep pressing the subject anyway. What was spoken is irrelevant. What I will say is the sales pitch went well beyond suggestive selling and into the realm of irritation for disrespecting my decision and attempting to make me feel foolish for not applying for their membership. After regrettably purchasing the kayak I thought about the experience in the car and decided to return the product. The next day I found the kayak for literally $90 cheaper online, go figure. If you are into paddling such as I go to Austin Canoe & Kayak instead or look online. You can do better than this place.
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Jeremy Myers
REI in general is mostly overpriced things that can be had for a much lower price online. I stay away from most of it. However I thought I would give the bike shop a try since it is close to my work. I called on the day my bike was supposed to be ready and was told they were starting to work on it now. It was the most basic bronze package so I didnt think it would take long. I went by three hours later, even though they had not called, because it was my lunch hour. I understand they might not have had it ready, but the associate Matt didnt even bother to check if the bike was done. He said if I havent received a call it wasnt done. I would have been fine if he had checked, but he didnt even turn around or check the back. Pretty poor service, especially when three steps would have placated me. If its not done, its not done, but at least check. I received a call 15 minutes later that it was done, but was too far away to turn around and get it before my lunch was over. I wont be back to this one and it has kind of soured me on the other REIs too.
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Sue Rogers
Not my favorite of REIs. They have a pretty good selection but probably the least helpful staff. They are nice, dont get me wrong, but certainly dont actively help. Ive been here at very different times - like the middle of a day on Tuesday or midday on a Saturday. Neither time could I get someone to help me. On the busy Saturday it makes sense, on the not at all busy Tuesday not so much. I tried to go in and purchase some hiking shoes but no one working in the shoe department was helping anyone. Multiple people were trying to buy shoes but the three employees in the shoe section were all just talking to one another and not helping people. Look, I get tired during my job and want to chit chat so I get it but its difficult here because the shoes arent self serve. All I ever want at this store is to grab something quickly. If their shoes were self serve - where I didnt need to ask someone to get my size and I could just try them on I would be thrilled to not have to ask someone for help. But they arent, so I do.
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R B Smith
Terrible staff!! I looked something up online and it showed that it was in this store so I drove over and arrived 45 minutes later. I could not find the item so I asked and they told me the item had been just sold. Unlikely that it happened that fast and unlikely that someone in the store could be so sure that an item of clothing had sold but OK. I checked again online and it showed available and when I pointed that out I was told - "Our system doesnt update that often." Then went looking for a pair of ski gloves and could not find my size and so asked. This time I got the very helpful reply, "If it isnt right there then we dont have it." Checked online again and it showed "in stock" in that store. They could not have been less helpful if they tried and both people with whom I dealt had a real attitude. Other REIs in Austin have much better staff.
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A Private User
WORST REI EVER!! I have a service animal, so, obviously, hes going to go to stores with me. Not this store. I was asked at least 5 times if my animal was a service animal. One worker even walked up to me and asked, "Whats going on here? Dogs are NOT allowed in our store!" I told her that my dog was allowed, and the people downstairs had already talked to me. She responded with, "Oh really? He is allowed, is he?" She laughed and stormed off. By this time, lots of people shopping were staring at me (even more so than the usual number of people that stare at someone with a dog in a store.) Needless to say, I bought nothing and left. I will not be returning to this location, and would not recommend it to anyone. If theyre this educated on ridiculing customers, I sure hope they know even more than the usual REI about their products.