REI

Reviews 5

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Suzanne Ainey

My husband & I shopped at the Fairfax REI on Sunday, 23 May 2016. Parking was a challenge. After driving around the block once, I was dropped off at the front of the store as my husband continued in search of parking. He parked in a lot behind the building. *We went looking for new running shoes for me. The department was very busy. It took me a bit of time standing around after we picked out the shoes to get the attention of someone to bring some out to try on. To be fair, the woman working the section was constantly on the move between customers. We were pretty much on our own with figuring out the best shoe style and fit. Once we got our turn, she was quick to bring us shoes. Im thankful we thought to ask for several sizes right off to save us on waiting and the woman on extra trips. Wish Id gotten her name to include in positive comments. *It turned out to be a huge sale week. *The prices seemed comparable to prices elsewhere & online. Plus with the sale discounts and if you have membership points/$ saved up, you can get an exceptional deal. I didnt want rush just for the sale and not be happy with the shoes. In the end, we decided to wait on the shoes. We purchased items from the bicycle department and still saved a lot of money. Negative: For women who have excess weight they want to work off and richly endowed in the bra area, it is difficult to locate large enough cup size bras that keep everything immobile during a workout. This store does not have choices for this need. To get the weight off, I need to exercise. To exercise, I need the proper equipment. To have the proper equipment, I need a reliable source to meet my need. Going up in number doesnt mean it automatically fits a larger cup size. Sorry to say REI stores and their online shopping doesnt provide large enough supportive cup sizes. To be fair, very few stores do. Nagative: All the parking is to the rear of the building with the exception a a few of along the curb in front. Construction was going on in the rear and it was a rainy you day. It would be a pleasant addition if they add an entrance at the rear. *Overall: Though its about 45 min drive away for us, its still the closest REI. We will continue to make this one of our stores to shop at. They have an overall good selections throughout the store.

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Allison Hicks

I am loath to let one bad experience ruin my enjoyment of a store, but the way I was treated by the manager recently left me with a very bad taste. First, let me say that I have been an REI member for several years and have always found the staff to be very friendly and helpful. I have bought several hundred dollars worth of purchases there, and never once needed to return anything. So when I was packing for a trip and found that a backpack I had purchased was not big enough (the zipper actually popped), I trusted that REIs 100% satisfaction return policy would have me covered. I went in to the store, expecting to be able to get a return and buy a bigger bag. After questioning me for several minutes, the manager refused to issue a return. I explained that the bag wasnt doing what I had purchased it to do, and that I was not satisfied with it. He was very rude and told me I should try selling it on eBay. Since I was leaving for a trip in a couple of days, I obviously couldnt do that. I called the store in Baileys Crossroads and asked whether I would be able to get an exchange there. They were more than helpful. The staff there issued me a full refund and helped me find a bigger bag, even though the store was about to close. I was very happy with my experience there. I love the Fairfax store, but because of how rude the manager was, I am not sure I will be returning as often. Its further away, but the customer service at Baileys Crossroads cant be beat.

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TechnoNomadic

After having to abort plans to leave for an AT section hike due to the combination of a cold, weather and high pack weight, we made the two hour trip to this location to pick up better equipment. After several hours we finally found a pack that felt good but had the wrong (for me, 6+ 240#) shoulder harness and hip belt. Brand new product, it had swappable harness and belts, but nothing was listed in stock. However the associate still went through the new stock bins and they did find the right size to put on the pack. Through all the snifflles and grumpiness they were right there making suggestions, changing out weight pillows and everything else I needed. I ran out of time or I would have asked for a gear shake down and packed the new pack on the spot. Despite the long drive for me, it was still a time saver to go and try on a dozen different packs to find what I hope (after the shakedown hike) is the right pack the first time rather than ordering from the internet based on views and videos. The pack that was considering turned out to be the second least comfortable (to me) out of the bunch I tried. I will return to molest equipment again. There are two "outfitters" closer to me but the quality and knowledge of the staff at REI makes this the only place I am confident I can make a "one and done" visit.

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Adam Vagner

Bought a winter jacket on a double dividend sale (20% extra off). Asked sales associate AND cashier if jacket qualified and was told yes, and that if it did not show up on my account to bring receipt back to store and I would be taken care of. Did not receive the double dividend on my year end statement and went back to the store with receipt. I was treated very discourteously and talked down to by an associate and the store manager. Told that jacket did not qualify for the dividend. Verbatim what I was told: “I’m sorry that you did not understand our policy” “I’m sorry that you did not read the sign” “I’m sorry that our policy was miscommunicated but as an REI member you should have known…” etc. Asked to escalate the issue and got their customer service number. Although the agent did not talk down to me, she put me on hold and called the local store, who I am sure told her that I was wrong. Got the runaround on who to contact to resolve issue. Called “Retail Operations” dept that was closed. Received a voicemail saying unable to do anything for me. In summary, do not trust what any associate tells you, make sure to research “their policy”

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A Private User

Times are really tuff and you can tell at this store. The staff was really loud and had a pushy attitude. It seemed as if everyone was yelling so management could here them and know they were working. Two women involved in merchandising came to where I was looking at some very nice north face items and began talking really loudly a swinging garments around just 6 inches from my poor little head. I walked away to give them time to finish and when I came back the tall blond one said how are you and I told her that they were kind of ruining my shopping experience and she says "thats all you had to say"(not sure what she ment really). I was hoping for a simple "sorry about that", but in keeping with the poor shopping experience so far she was curt and added insult to injury. Go the the Bailys Crossroads store for top notch service from people who give a bleep.

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