REI

REI, 3825 S Steele St, Tacoma, WA 98409, USA,

Category:	Camping Store
Address:	3825 S Steele St, Tacoma, WA 98409, USA
Phone:	+1 253-671-1938
Site:	rei.com
Rating:	4.5
Working:	10AM–9PM 10AM–9PM 10AM–9PM 10AM–9PM 10AM–9PM 10AM–8PM 10AM–6PM

Location

Photos 76

Reviews 4

John Rogers

REI is a great store with everything you need for outdoor adventure and a great customer membership program. This review will focus on the terrible customer service at the REI in Tacoma, Washington. I went to return a mountain bike that did not satisfy our needs and wasnt the quality product I desired to purchase. REIs returns policy is simple "If at any time your REI purchase doesnt meet your expectations, you can return it for a replacement or refund." When we took the bike to customer service, the employee was new and was unsure if we could return it and went to get assistance from an employee from the Bicycle Department. I dont remember the name of employee from the bicycle department but he hand long dark hair and a beard. The employee from the bicycle department then told us that we could not return or exchange the bicycle since "we had purchased the bike two years ago and that since we werent interested continuing mountain biking." True, the bike was purchased two years ago, I wasnt 100% satisfied with the product since it had mechanical issues the first time it was ridden, and consequently had not been ridden much thus losing interest in the sport. I asked him to show me the return/exchange policy where these exceptions to the policy are stated and he said that it wasnt in the policy. At this point the employee who clearly doesnt understand the policies of the company he works for began to berate us and embarrass us in front of other customers about "just because we dont like mountain biking doesnt mean you can just return the gear." According to your policy, yes we can. Clearly we were not going to convince this employee of the stores returns/exchange policy which is clearly printed above the customer service desk, so we left. We went to the REI in Tukwila immediately after and they were happy to accept the return for store credit or refund the the money. The store in Tukwila also didnt need to call the bike department and treated the return like any other item. Again, REI is a great store and Ive never had a customer service issue except this time. Clearly the REI in Tacoma, Wa needs to speak with the employee I described earlier and educate him on the returns policy. A class in customer service would benefit him as well so he would know to not take it personally when someone wishes to return a bike because he/she doesnt like the way it rides. Thanks REI in Tukwila for being awesome.

Caroline Johnson

DIANE, WHO WORKS AT THIS STORE!! You are amazing!! This was my first time visiting REI. I came here at the recommendation of a friend, to help me with my running gait and balance. (My arches dont want to do what the military wants them to do and it has caused me a lot of pain over the years.) The parking lot is a little weird, but just follow the building and youll be okay. Diane, upstairs in the Footwear Department, was extremely helpful. She had me walk across the room and immediately pointed out that I overpronate (I knew that, I just wanted her opinion before I interjected mine.). We talked about how it feels for me when Im running and what kind of surfaces I run on. She was very informative about shoes vs running surfaces and told me that Sean, their shoe guru, wasnt there that day but that she could help me. She measured my foot and then disappeared in the back room. In under 2 minutes she was back with 3 different pairs of shoes (every pair of womens pavement-running stability shoe available in the store) in 2 different sizes, and set them in front of me. She gave me a detailed run-down of each shoe, explaining their similarities and differences, and in no way pushed any particular brand, price, or variation. I tried them all and let me tell you...Ive worn supportive running shoes for my condition before, but when I tried on THE pair of shoes...the one I was meant to be with...it was like my feet melted into the shoes and the shoes grew around them and I knew...that I was home. Hands down the most amazing and comfortable and SUPPORTIVE and just...incredible feeling. I never wanted to take them off again. Diane helped me find my soul mate of running shoes (in under 10 minutes total). I am in no way exaggerating. I love this store, I love their selection and that they ship all over the US, their Lifetime membership is a STEAL, and everyone in the store was ridiculously professional and courteous (including the unfortunate Customer Service desk personnel whom were dealing with a very rude gentleman while I was there). The location right along I5 is great, the place is clean and organized, and these shoes are AMAZIBLE. And Diane is my hero. I love you Diane, in a non-weird, thank-you-for-making-me-excited-to-run-and-pain-free-for-the-first-time-in-my-life-ever way. Sean may be the guru, but you are the queen. REI customer for life.

A Private User

I love this store the staff are friendly and easy to talk with. Have bought clothing, a sleeping bag, camping stuff, DeLorme gps tracker, Yakima rack accessories for my truck and canopy and many other things. Many years ago I was hesitant to pay the $20 lifetime membership but I did and didnt really start using it til just a few years ago. Im really glad that I have the membership now so I can get the dividend on gear Im going to buy anyway. When doing price comparison sometimes REI is comparable to other stores. If an item has a reduced price with a yearly dividend getting that money back later is a nice treat at the beginning of the year. Depending on what is bought some people get several hundred dollars back for the dividend. I keep the receipts for my gear from all stores with me while traveling and camping. The receipts are in a big manila envelope and they stay in my truck where they are safe and dry. Sure its possible to find that something needs to be replaced or returned while still at home. But its more likely for something to break or found to be faulty while youre away from home actually using the gear. Having the receipts along makes it a lot easier to stop by whatever store it is and take care of it right away. Instead of having to wait til you get home and find the receipt and go to the store later. Some stores may not require a receipt if you paid with a debit/credit card. But remembering which stores can be hassle so keeping all the receipts together is an easier soultion.

Alex Horn

Ok so Ive been a REI member for 10 years. I understand that over the years an organization needs to make changes to the way they do business in order to continue to compete with the other companies in their respective markets. However, recently, the Tacoma REI has changed their return policy drastically. They went from the "return any damaged item for a new one" to "we dont even give store credit for damaged items ". The strangest thing about it is that the only place Ive experienced this new policy is the Tacoma REI. We bought a camping french press from the Tacoma REI and afyer using it for one week it got damaged when it dropped off a table. We tried to return it for a new one and they refused. I was very confused as it seemed to be a clear cut returnable item. I argued for a few minutes, but was simply told that there was a new policy enacted in 2013 that didnt allow for returns on damaged items. So I took the French press to the Seattle REI and they replaced it without question! Very strange. I give the Seattle REI 5 stars for continuing to provide service above and beyond the other competitors in the world of outdoor gear. I give the Tacoma REI 1 star for folding to the ways of all of the rest of the bad outdoor outfitter companies out there. So average of 3 stars for todays REI experience. Get your act together Tacoma REI!