Complaints

• Initial Complaint

  01/22/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased 2 pairs of shoes in December. I went to return them unused today and was told I could only receive a refund of $270 and I would have to wait until 2/24 and I would receive $30 in rewards that I could spend at REI in the next two years. I live over an hour away from the closest store and said that wasnt going to work for me. The employee told me that was the policy. How is it fair that they get to keep part of the money I spent and force me to use the $30 to purchase something else from them?

  Business response

  01/28/2025

  Thank you for reaching out. We coordinated with the store the transaction occurred at to reach out to the customer to work on a resolution. They have refunded the remaining $30 to the customer, and they stated that they are happy with the resolution. Please feel free to reach out to the store or Sales and **************** ***************) for any additional assistance.

  Thanks,

  REI Store Operations

  Store Support

• Initial Complaint

  01/14/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  My order has *** delivery and it shows that the delivery was successful, but I did not receive the package. *** and I admit that it was lost during the shipping process, but Rei is not responsible for after-sales service. tracking number1Z2YV6420304802018

  Business response

  01/27/2025

  To Whom it May concern. 
  
  Order A320160409 was delivered to a third-party facility on 12/26/24.
  
  We're unable to offer refunds or replacements for packages sent to third-party locations. We recommend reaching out to the recipient for further details regarding your package. 

  For additional reference please note shipping terms on ************************** at REI Terms of Use | REI Co-op

   

  Thank you 

  REI Customer Support 

  Customer response

  01/27/2025

  ??
  :22812306
  
  ??????,??:I think third-party addresses should also receive the same service,UPS has acknowledged that it was their fault for the unsuccessful delivery and has applied for a claim document from you, but you have not responded
  
  ???,
  
  ?????

  Business response

  02/10/2025

  Thank you for your patience in our reply. Our team is trying to locate where the *** claim document was sent to within the Co-op so we can respond to the carrier's request. We will follow up within the week with an update. 

  Thank you,

  Store Operations Support

  Customer response

  02/11/2025

  
  ????
  
  ?????????????? ******** ?????,?????????????
  
  ???,
  
  ?????

• Initial Complaint

  01/14/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  November 5th 2024 I returned a brand new bike that had been purchased as a gift for my nephew. Shortly after giving it to him he moved cross country and never came back for the bike. He rode it one time less than 5 miles and it sat inside my garage after that. The bike was in completely brand new condition with all accessories and paperwork. I contacted the store to be sure it was eligible for return and they said not to worry about it and come on in. I normally wouldn't return something so long after purchase but because the bike was in absolutely perfect condition and the REI return policy is known for being great I wasn't worried. Then at the store they couldn't put the refund back on my card. They insisted that I wasn't using the right card and/or pin number. They kept saying my card was "declined" in front of other customers which was embarassing and not true. I only have 2 cards and we tried both. They then said there was nothing they could do and that they'd have to issue a check in the mail which would take 4 to 6 weeks. The whole process was frustrating and embarrassing and they treated me like c*** I was upset but since there was no other option I was forced to "request" a check. It has now been 2.5 months and I am still getting the run around about my refund. They said the first check got lost in the mail and they reissued another. Now they are saying that this one may have got lost in the mail and they can reissue it. Then they said it's possible the first check was sent to my old address in another state, but when I signed the paperwork for the refund check "request" I verified my address on the form as well as verbally and explained that I'd moved in 2022. At this point it seems like I will be waiting for a check over and over again. I'd like my refund or to just pick the bike back up. This is absurd. I've been a great customer and have never returned an item in the decades I have been a customer with ********************** first on my husband's account then on my own.

  Business response

  01/15/2025

  Hello, 

  It looks like the customer spoke with our Sales and **************** Team directly and was informed that the check would arrive in the coming days. The customer agreed to wait. If the check does not arrive, they can reach back out to Sales and **************** and they will be happy to assist further. 

  Thank you,

  Cambria

  Support Representative 

  Customer response

  01/24/2025

  Hello, 
  
  I missed my 7 day window to respond because I was busy at work. Can you please update the case that I reject their resolution because I still have not received a check and it has been 78 days since the check was supposedly issued on November 5th. 
  
  They have claimed to have canceled and reissued it yet no check at all has come in the mail yet so it clearly was never sent in the first place. I verified my current address at the time of the refund both written and verbally and have verified it verbally with two different customer service **** over the phone. 
  
  I doubt the next check has been sent either. These checks would be sent from a neighboring city. The idea that it would **** * weeks for them to arrive is ridiculous, but still to date nothing at all has arrived in the mail. 
  
  I would either like my refund, or I would like the bike back in the same condition that I returned it in. I'm tired of hearing from them that the check is "in the mail".
  
  Thank you,
  ****** *********

  Business response

  01/24/2025

  Ariana,
  
  I spoke with our Cash Accounting Team and they confirmed that the check was delivered to the address provided on 12/24. Since you did not receive the check, I have had the check voided. I confirmed with the ***************** team that you can return to the store at your convenience, and they will issue you a refund in store.
  
  Thank you,
  Cambria
  Support Representative

• Initial Complaint

  01/10/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Signed up for a new membership on 1/7/25 and was promised a $30 bonus via a Member Bonus Card. I was given the Member Bonus Card with an expiry date of 1/18/25. I tried to use the card on 1/8/25 and 1/10/25 online and received the message: "Sorry, the bonus card ending in 4676 is expired. Please see the card Terms and Conditions for more information." I contacted customer service on 1/8/25 via chat and was told that there was nothing they could do. I called customer service on 1/10/25 and after waiting was disconnected. Card # is ***********************

  Business response

  01/27/2025

  Hello ****,

  
  I sincerely apologize that your bonus card was not activated correctly when you joined the Co-op. Our customer service team has issued a digital bonus card for you that will be showing up in the email used for your membership. The card will be active in 24hrs for use online, in-store, or over the phone. Please reach out to our team at ************ or live chat if you encounter any issue with the card. We value you as a member and appreciate the opportunity to make this right.

  
  **** *.
  Store Operations

  Customer response

  02/02/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  01/10/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Before Christmas 2024 I ordered a 650 Down Winter Jacket from REI for $129.00 and delivery was promised by 12/27/24. I found it strange that I did not get a tracking # but I double checked and found that I had an order number so I patiently waited for delivery of this Christmas gift. On 12/28 I contact REI and reported no delivery of order & got an acknowledgment of order but an otherwise vague reply. On 12/30/ 24, I called REI and was told that they never had the product at the time of the order and don't expect it to come back in inventory (maybe by Jan. 20th) so I can either hope for the best or cancel the order. Express dissatisfaction as an REI member regarding the lie about delivery when had no product to deliver and informed filing a BBB complaint seeking immediate delivery of the product (bec I do not need a Christmas gift of a Down Winter Jacket in July) and also want compensation for the lies told to me as a ***************** & therefore also want compensation for the shoddy treatment and cavalier response by REI customer service if ********************** hopes to retain me as a loyal REI member.

  Business response

  01/10/2025

  The referenced order was delivered on 1/2/2025. REI considers this issue resolved. 

  Please let us know if we can be of further assistance,
  REI Store Support

  Customer response

  01/11/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  01/03/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been a member of REI for 10+ years. I routinely shop online and order multiple sizes and return what does not fit. REI has a one year return policy for members. 90 days for non members. A no question asked policy that say you can return anything. *** had to return a number of items all brand new with tags attached 95% of which were within the first two weeks upon receipt. This was because of sizing issues. Every single item returned I took back to the store that was far away and they returned it without issue.Two weeks ago, I went to the store to purchase something as I checked out the associate told me I could purchase it, but I could not return it. I asked him why and he said because my membership was one that was affected with a band on returns. I asked him why there was a ban on my account and he could not answer. I asked the store manager why there was a ban on my account when clearly all the receipt state you have a year to return. Every single receipt I showed him with my online purchase as well as the one he handed me in the store, said you have 365 days to return. The store manager could not answer it and said I should have been sent a letter and email in early November. I was sent nothing and had purchased many items after that date as well. The manager told me I had to email corporate. I emailed corporate two weeks ago four separate times and called 4 times and I have yet to receive an answer.I have no idea why my membership is banned from returning items. I have done nothing wrong. I have never received an email or any letter even indicating that my membership was banned for returns. And if they were going to ban members from returning items, they should tell you that when you check out on their website not let you shop and never tell you until you go to return something.I have spent so much money at that store and to ban my membership for not being able to return New items is wrong.

  Business response

  01/06/2025

  To Whom it May Concern:
  
  We are writing in response to a complaint that was submitted on January 4th,2024, by ***** ******, regarding the REI membership for **** ****** and was assigned ID no. ********.
  
  While we very much appreciate **** as a member of REI Co-op (REI), we unfortunately are required to enforce our Return Policy as ****** frequency of returns far exceeded what is typical of our members.  REI stands behind our products and seeks to ensure that our members and customers are satisfied,offering exchanges or refunds in most circumstances within one (1) year of the purchase for members and within 90 days of purchase for non-members. However, given such a generous and flexible policy, we must also ensure that every return or exchange is handled with fairness and protects the integrity of our membership and customers. 
  
  ********************** Co-op has over 28 million members that are able to make returns within one of year of purchase and often no questions asked.  However, of that 28 million, there is a very small percentage (less than 1%) that abuse the policy and return a significant amount of their purchases, often well over 50% of the value of their purchases, and often with items that cannot then be resold as new by REI. As a result, REI was required to update its Return Policy to prevent such abuse.  REI posted a notice of this change on October *******, and sent email communications directly to members impacted on October *******, letting them know that they would have until November 6, 2024 to make returns before future returns were prohibited.  Unfortunately, **** was a recipient of such a notice in that the total value of their returns has equated to 89% of the value they have purchased in the past 5 years and 36% of these returns by value were unable to be resold as new.

  The decision to note ****** Membership as not eligible to return purchases is considered final.

  -REI Customer Service

  Customer response

  01/06/2025

   
  Complaint: 22765872
  
  I am rejecting this response

  First, almost every single item I returned was brand new with tags attached!! What 36% of items was not resealable that is completely false.  

  The store has limited quantities and limited selection and I have to order online multiple sizes. Thats why things were returned. All brand new with tags except one pant set I remember because the elastic came off after 2 months. That was it. The rest completely resealable in new condition  

  Second, where does it even state items returned must be new condition? Your return policy on your website does not state this at all  

  Third, I never received the email in October and I continued purchasing items without any knowledge of the no return policy. Nor did I get a letter. Why would there not be a notice on the website before checking out? You have everyone else a week to return items before the policy kicked in. I got no return window since I never got the email. 

• Initial Complaint

  01/02/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased two jackets from REI on November 26, 2024. Initially, they were to be shipped to my residence. Since I was unable to receive the package at that time, I requested to change the shipping address.The package was initially transported by ****. However, after December 7, I couldn't track the specific location of the package. REI also didn't send me a new package tracking number. So, I had to report to REI that my package might be lost. Then REI provided me with a new package tracking number, and the package was to be delivered by UPS.When I checked the package details, I found that the weight was only 1.4 pounds. But the actual weight of the two down jackets I bought should be over 2 pounds. This proves that REI only sent me one jacket when they dispatched the ******** the end, I bought two jackets, but I only received one. I asked REI for a refund or a reshipment of the missing jacket, but REI refused both, telling me that I needed to contact my receiving company.All the facts demonstrate that REI only shipped one jacket in the first place. It's extremely unfair that they are now refusing to compensate. If it were the fault of the receiving company, I wouldn't have contacted REI. But it's clear that this is REI's mistake. I can provide the video of unpacking the package, the weighing records, and the shipping records to prove all of this.

  Business response

  01/09/2025

  Hello ****,

  Thank you for the detailed information that you provided. We have reviewed your complaint and agree the weight of the package does not match up and have issued a refund. 

  I sincerely apologize for any inconvenience caused. 

  REI Store Operations

• Initial Complaint

  12/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been a member of REI since 2012 a regular / monthly customer. Recently ********************** added a restriction to my membership # ******** account in which according to the store associate due to excessive returns all sales are final. Yes, I have returned things to REI, but I have also spent 10s of thousands of dollars in your store. When I returned items, there was a time when the manager was called to approve the return. The manager approved the return and said they could accept the return this one time. I never forced anyone from REI to take a return, the manager or staff accepted and approved the returns and now you want to punish me for their decisions to accept and approve the returns. Now you are treating me like a criminal on EVERY purchase I make. Whenever I buy anything, the cashier has to call a manager over to the register to tell me the above-quoted statement and both look at me like I have the plague and cannot be trusted. Even on a brand new item, I can never return an item, even within the approved return period with tags attached. What the h*** is the matter with REI? You are treating a good customer like I am a ***** on every purchase I make. Who was the marketing genius who came up with this idea? You know just how to push a customer away from your store with this action. I have owned a business and getting and keeping a customer is the hardest part of any business, what are you thinking? And doing this to a regular high-performing and paying customer. I need one of the following to occur. 1. Remove the restriction to my account and return it to the regular status with no restrictions.?2. If you do not do #1 above, refund my membership amount I paid in 2012 and refund any rewards I have accumulated and close my account. I do not want to do business with any company that treats good regular customers like this.If one of the above is not done, I will file a complaint against REI with the *************************-**** ******

  Business response

  01/05/2025

  To Whom it May Concern:
  
  We are writing in response to a complaint that was submitted on December 28th,2024, by **** ****** and was assigned ID no. ********.
  
  While we very much appreciate **** as a member of REI Co-op (REI), we unfortunately are required to enforce our Return Policy as ****** frequency of returns far exceeded what is typical of our members.  REI stands behind our products and seeks to ensure that our members and customers are satisfied,offering exchanges or refunds in most circumstances within one (1) year of the purchase for members and within 90 days of purchase for non-members. However, given such a generous and flexible policy, we must also ensure that every return or exchange is handled with fairness and protects the integrity of our membership and customers. 
  
  ********************** Co-op has over 28 million members that are able to make returns within one of year of purchase and often no questions asked.  However, of that 28 million, there is a very small percentage (less than 1%) that abuse the policy and return a significant amount of their purchases, often well over 50% of the value of their purchases, and often with items that cannot then be resold as new by REI. As a result, REI was required to update its Return Policy to prevent such abuse.  REI posted a notice of this change on October *******, and sent email communications directly to members impacted on October *******, letting them know that they would have until November 6, 2024 to make returns before future returns were prohibited.  Unfortunately, **** was a recipient of such a notice in that the total value of their returns has equated to 49% of the value they have purchased in the past 5 years and 63% of these returns by value were unable to be resold as new.

  For that reason, we are leaving the notation on ****** REI Membership that limits their ability to return any REI purchase. We are also not going to refund the REI Membership fee that **** paid in 2012 as the Member has received several Member benefits over that time.

  Thank you,

  -REI Customer Service

  Customer response

  01/05/2025

   
  Complaint: 22740331
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ******

• Initial Complaint

  12/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was at the REI store to sell back used gear as part of their trade in program. At the register I was told I was banned from making returns or trade ins. I had not received any prior warnings that my return habits were excessive, nor did I receive any communication that this decision had been made prior to when I was at the register. Others also banned were apparently notified by email.I have made many purchases from REI over the many years I have been a member, and I have made many returns. I was truthful about every return, and every one has accepted at the register. REI prides itself on its return policy, and openly talks about returns being possible for any reason. They do not actually define what "abuse" of the policy is. I don't think ever violated the actual policy. I have reached out to REI twice via email and once via chat. Chat could not comment on the situation. I finally got a very terse response (see attachments).

  Business response

  01/15/2025

  To Whom it May Concern:
  
  We are writing in response to a complaint that was submitted on January 8th,2025, by ***** **** and was assigned ID no. ********.
  
  While we very much appreciate ***** as a member of REI Co-op (REI), we unfortunately are required to enforce our Return Policy as ******* frequency of returns far exceeded what is typical of our members.  REI stands behind our products and seeks to ensure that our members and customers are satisfied,offering exchanges or refunds in most circumstances within one (1) year of the purchase for members and within 90 days of purchase for non-members. However, given such a generous and flexible policy, we must also ensure that every return or exchange is handled with fairness and protects the integrity of our membership and customers. 
  
  ********************** Co-op has over 28 million members that are able to make returns within one of year of purchase and often no questions asked.  However, of that 28 million, there is a very small percentage (less than 1%) that abuse the policy and return a significant amount of their purchases, often well over 50% of the value of their purchases, and often with items that cannot then be resold as new by REI. As a result, REI was required to update its Return Policy to prevent such abuse.  REI posted a notice of this change on October *******, and sent email communications directly to members impacted on October *******, letting them know that they would have until November 6, 2024 to make returns before future returns were prohibited.  Unfortunately, ***** was a recipient of such a notice in that the total value of their returns has equated to 75% of the value they have purchased in the past 5 years and 34% of these returns by value were unable to be resold as new.

  There are no additional details that we can provide behind this decision and the decision is considered final.

  -REI Customer Service

  Customer response

  01/15/2025

   
  Complaint: 22733696
  
  I am rejecting this response because:

  I completely understand REI's need to prevent abuse of their return policy. I have returned many items, although going back further than 5 years will show I've also kept many items. I never passed returned items off as new and I never bought something for temporary use with the intent to return. I mostly purchased clothing. I returned because the items ended up not working out, either due to hormonal changes from menopause and breast cancer treatments causing an intolerance for synthetics, or poorly defined women's sizing/plus sizing, or it just didn't work out in some other way. The real issue here is that REI never gave and definition of what policy "abuse" is, never have me any warning that I was approaching the return rate they felt was unacceptable, and every return I made was accepted without question by the employee. REI touts its return policy as being generous, it was one of the reasons I liked them and felt they stood by their product. They can lay all the blame on me if they choose, but the real problem here is poor communication regarding their policy as well as their unwillingness to engage in real conversation other than oft-repeated stock explanations
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  12/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  REI cancelled a perk of my membership without notice or any explanation. I went to exchange an item at an REI store and was told my account was flagged and that I could no longer exchange or return items. The clerk could not provide me any further information and told me to email ***************************************** I emailed them 3 times before receiving a response. In their response, they did not tell me why I was flagged. I have spent thousands at REI and have their credit card. I am not one to abuse their policy--rather, I have appreciated that staff have always encouraged trying gear to make sure you like it. The in-store selection is also not expansive, which makes shopping online and ordering multiple sizes the best way to ensure I like the product. I never received any email or notification that REI was concerned with my returns. If I had, I would have been more careful and selective in what I ordered. Unfortunately, REI blindsided me when I am not someone purchasing thousands of dollars of gear for a trip and then returning it after the trip. I have seen people return things for terrible reasons and after wearing gear down to the bone. I have never done either of those things. The craziest part, is that I can't return *anything,* not even items in new condition with tags. I would understand not being able to return used items, but the fact that the ban extends to new items blows my mind. REI used to be a great company and I understand they can't reach out to every customer and provide a detailed response. But the fact that I never got any notice and that an email called "policy standards" couldn't tell me what "standards" they used to revoke future returns feels highly impersonal and not what you would expect from a business whose foundation is supposedly built on being a "cooperative."

  Business response

  01/06/2025

  To Whom it May Concern:
  
  We are writing in response to a complaint that was submitted on January 6th,2025, by ******** ******* and was assigned ID no. ********.
  
  While we very much appreciate ******** as a member of REI Co-op (REI), we unfortunately are required to enforce our Return Policy as ********** frequency of returns far exceeded what is typical of our members.  REI stands behind our products and seeks to ensure that our members and customers are satisfied,offering exchanges or refunds in most circumstances within one (1) year of the purchase for members and within 90 days of purchase for non-members. However, given such a generous and flexible policy, we must also ensure that every return or exchange is handled with fairness and protects the integrity of our membership and customers. 
  
  ********************** Co-op has over 28 million members that are able to make returns within one of year of purchase and often no questions asked.  However, of that 28 million, there is a very small percentage (less than 1%) that abuse the policy and return a significant amount of their purchases, often well over 50% of the value of their purchases, and often with items that cannot then be resold as new by REI. As a result, REI was required to update its Return Policy to prevent such abuse.  REI posted a notice of this change on October *******, and sent email communications directly to members impacted on October *******, letting them know that they would have until November 6, 2024 to make returns before future returns were prohibited.  Unfortunately, ******** was a recipient of such a notice in that the total value of their returns has equated to 77% of the value they have purchased in the past 5 years and 35% of these returns by value were unable to be resold as new.

  The decision to no longer allow returns or exchanges for this customer is considered final.

  -********************** Customer Service

  Customer response

  01/11/2025

   
  Complaint: 22732124
  
  I am rejecting this response because:
  

  1. I never received a notification on October 30, 2024 stating I had abused the return policy. I received nothing in the mail and I've checked my email (including spam/junk). How was this notification sent? 

  2. Part of your reasoning for this action is that my returns in the last 5 years equaled 77% of my purchases and that 35% of these items were used. Therefore, 42% of the items returned were new. Is there something in your policy addressing a limit on returning new items? 

  I admit that my return rate is high. But, none of the items I used and returned were worn down or were returned without an honest justification on my part. I've seen used gear return for absolutely ridiculous reasons like, "there's gum on the shoe" or "pants are dirty." I have never returned things for reasons like that. In hindsight, I could have been more conscientious about purchases. But, your employees would often encourage purchasing multiple sizes/trying things out because, after all, that is a big reason why people like REI. Obviously people take advantage of that, and I really don't think I was one of them. 

  3. I'm not expecting or even asking for anything to change on my account. I just wanted transparency with what was happening and why. I appreciate your time in responding to my complaint. 

  Regards,

  ******** *******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩