ComplaintsforRecreational Equipment Inc.

Sporting Goods Retail

View Business profile

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Initial Complaint
03/12/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased a Garmin watch online from this company. The purchase was made on 3/5/2024. It is now 3/12/2024 and I still do not have a shipping confirmation. The estimated delivery date was 3/13/2024.i needed this watch in time to track my workouts starting this week. My order is still processing at this timeIm not sure why it takes more than 5 business days to process an order for a watch. At this time Id like a refund from this company so I can take my business elsewhere and purchase this watch from a company that actually ships on time. Will never do business with REI again.
Business response
03/12/2024
Hi ***.
Looking at the order you placed, this has been resolved. The order has been cancelled and your PayPal account has been refunded.
Best.
Customer response
03/12/2024

Complaint: 21419862

I am rejecting this response because:
Hi,

thanks for getting back to me. I have yet to receive a confirmation of my refund from the business. That is why I have to reject this response at this time

Sincerely,

***********************
Business response
03/20/2024
This order was canceled prior to being processed, so no refund is due because no charges were collected from Paypal. This was only a pending order ID with Paypal and not a charge which has since been voided and should no longer show on account activity.

Please call ************** for resolution if there's any additional questions.

Thank you,

REI Store Operations Team
Business response
04/03/2024
This order was canceled prior to being processed, so no refund is due because no charges were collected from Paypal. This was only a pending order ID with Paypal and not a charge which has since been voided and should no longer show on account activity.

Please call ************** for resolution if there's any additional questions.

Thank you,

REI Store Operations Team
Above message sent on 3/20/24 via 'More Information' link
Initial Complaint
02/20/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I placed an order at approximately 11:00 AM February 19th for an item that I need by Saturday, February 24th. The estimated delivery date shown on my order is Thursday, February 22nd. This allowed me two days of additional time in case the delivery is slower than usual. However, as of the 11:00 AM on February 20th, the item has not shipped. I thought 24 hours processing time was more than enough, so I attempted to get more details. Only then did I learn REI's processing time is 72 hours! This means they did not even intend to process my order until the date it is estimated to arrive. This is absurdly disingenuous and offensive. I attempted contact customer service, however the automated system repeated, "I'm sorry, your response took too long," several times, then disconnected the call. I attempted to speak to someone over the chat line so that I may get a working phone number, and the chat agent refused to offer an alternative phone number and stated that the call worked when he/she tried. The number I called is ************.My order number is A298519925.
Business response
02/29/2024
Hello,
I apologize for the delay in fulfilling your REI order.
Generally speaking, 72 hours is outside of a normal processing time for REI online orders. The intention is to meet the estimated arrival date and in this case that did not happen. I do see that the **** tracking showed as out for delivery on 2/24/24 and we have reached out to confirm receipt of your order.
The phone number to contact REI is ************ and we are available by phone M-F from 6am to 8pm PT and on weekends from 8am to 5pm PT. I am not aware of any issues with our phone service on the date you mention. Again, I apologize for that inconvenience.
We look forward to verifying that your order was received and assisting you further from there.
Customer response
03/04/2024

Complaint: 21318865

I am rejecting this response because:
This response is meaningless. REI made no effort to communicate with me, to ensure timely shipment of my order, or even to respond to this complaint timely. While there is nothing inherently wrong with REI brick and mortar stores, the REI online store is decades behind market norms.
Regarding REI's specific response to the processing time of 72 hours, this is the time that is listed on their website here: ********************************************************************************************************************************************. If that link does not work, simply ****** the phrase "REI How long does it take for my order to ship after it's been placed." In their response to my complaint, they are not even willing to acknowledge their own store policies. Of course this information is not provided when an order is placed. Only after an unexpected delay and ****** search does a customer learn **********************'s intended processing time is 72 hours.
I do not believe there is anything REI can do to resolve this issue. I accept that this issue will likely be closed without resolution. I wish to warn other consumers to avoid REI online ordering due to dishonest practices related to shipping times.
Sincerely,

***************************
Initial Complaint
02/19/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Consumer fraud website I attempted to order item #********** On 4 occasions and I called also. Each time when my cart is over $50 you bill for shipping. The item will not order This item is bait and switch. The free shipping is not available. Please call me to discuss
Business response
02/23/2024
Hello,
I am very sorry for the difficulty in ordering a pair of ****** Terrex Swift hiking shoes from REI.
I do see that you spoke to us by phone and we did attempt to place an order for this item which was in very limited quantity. Sometimes when an item is on closeout, we will see a few limited items appear in small numbers if items are returned to store locations. That could be what caused this issue.
In the future you are always welcome to call us to help place an order by phone and any issues with coupon offers such as free shipping can be resolved by phone as well.
We hope to provide an improved experience in the future.
Customer response
02/24/2024

Complaint: 21316262

I am rejecting this response because:
This is intentional bait and switch. The same shoes are still listed for sale. The Attorney General should charge you with consumer fraud

Sincerely,

*************************
Business response
03/06/2024
Hi *******,
The item number that you provided (**********) is no longer available. I'm sure we have something similar that we could order for you.
I noticed that in your original comment, you mentioned an issue with free shipping. I just wanted to clarify our shipping policy, as stated on our website:
REI Free Shipping Terms & ****************************************op Members get free U.S. standard shippingno minimum order required. Exclusions apply.
All other customers get free U.S. standard shipping on orders of $60 or more. This is valid on all orders with a?pre-tax?subtotal of $60 or more; other discounts applied to your order could change your subtotal. Exclusions apply.
Initial Complaint
02/17/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased a jacket from rei, Order #A292233026, and they shipped it to me via UPS,1Z40V2W90258038197.But *** told me that the item was lost and asked me to contact rei.Rei called and responded that I was not using a residential address and they would not give me any help or compensation.
Customer response
02/20/2024
zhaozhiyang
Business response
03/01/2024
Hello,
REI order A292233026 shows as delivered by *** to the address requested. I see that *** opened a claim to locate the package and have closed the issue as resolved.
In prior contacts to REI the customer has been informed that they need to resolve the issue directly with the freight forward company they used as a delivery address and no further action will be taken by REI.
Thank you.
Customer response
03/03/2024

Complaint: 21284745

I am rejecting this response because:*** has already promised compensation. I just need to contact REI to cooperate with me in reimbursing *** for the items.

Sincerely,

*****************
Initial Complaint
02/17/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
TRADE-IN NUMBER: **-A77CC47B ItemEstimated Value MEN'S FOOTWEAR Hiking, ************* Boots #****** $33.00 I sent in a pair of ******* via REI's Resupply program. The program buy gently used items, from REI co-op members and then resells them. If they opt to NOT buy them from you, they explain why and then keep your item(s) anyway. I knew this and wasn't concerned. The boots I sent in were in almost perfect condition, as I only wore them 4-5x and kept them stored in a box. That aside... they said they couldn't accept the boots I sent in because they found pet hair on them. That is IMPOSSIBLE as I didn't and don't have a pet AND again, these were stored in an enclosed shoebox!!!It's basically fraud. Send in your items, get rejected, they keep your items and resell them anyway
Business response
02/20/2024
Hi ****,
We verified with our Re/Supply team who manages the process for returning used merchandise. As the letter states, the boots were not eligible for a credit based on the pet hair on them and additionally, they had broken shoelaces. Also, we do not keep or sell items that are not issued credit. They are sent to a bulk recycler. If you have additional questions about your trade-in, you can reach out to ********************************* as they will be best suited to further assist you.
All the best,
REI Store Operations Support
Customer response
02/20/2024

Complaint: 21308375

I am rejecting this response because:
1. There was ZERO pet hair on the items, I did not and do not own a pet. The items were also kept boxed
2. Shoelaces were NOT broken, they were in perfect condition. This is another OUTRIGHT LIE from the vendor.

Sincerely,

***********************
Initial Complaint
02/03/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have a problem with a warranty return for order A265316428. The material in the inner side of both shoes started to fail (tiny holes). I called the helpline and was advised to go to the store. The manager of the North ****** Store told me that she could not get the shoes back since Im not a member, even though the website clearly states that warranty returns are possible for up to a year. Its sad to see that youre not standing behind the products youre selling. In addition, your manager's customer service was super unprofessional when she heard that I wanted to return the faulty product.
Business response
02/06/2024
Hi there,
The Store Manager of ********* ****** location has reached out to ****** directly via the email provided here to resolve this issue. Please let us know if we can be of further assistance.
The REI Store Operations Support team

Customer response
02/06/2024

Complaint: 21242376

I am rejecting this response because:
Your manager acknowledged that the **** design is probably wrong and that shoes will not last a year, but refused to accept the return. Whats the warranty for if you cannot use it when the product is faulty? How do you stand behind the products that youre selling if youre admitting poor quality but dont want to take it back?

Per your website:

What is REI's warranty?
We stand behind everything we sell. If your item has a manufacturing defect in materials or workmanship, you can return it at any time with proof of purchase.
IMO, faulty design is a workmanship issue.

Sincerely,

*****************************
Business response
02/16/2024
Hello,
After inspection, it was determined that the damage was due to wear and tear and not a manufacturing defect. Therefore this does not fall under our warranty.
Sincerely,
REI Store Operations
Customer response
02/16/2024

Complaint: 21242376

I am rejecting this response because:
Per Your manager thats a poor shoe design (screenshot), which should be covered.
Sincerely,

*****************************
Initial Complaint
02/02/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
REI IT and Sales team are miserable considering their size and popularity. I bought a child jacket for $100 on 12/22/2023 and didn't get to use it at all. The original receipt on the jacket is untouched. We returned it on 1/31/2024 as the return window is 365 days from purchase. The cashier took out $10 from $100 and saying because we bought this last year? There is no policy related to it and I tried to chat with REI. REI explained there is no way they cannot take out $10 I earned as rewards from the transaction. I don't even know whether it's true we earned $10 out of $100 which is a crazy deal. But anyway, they explained they cannot refund $10 and take $10 from my rewards. What ****** me off is they believe $10 rewards and $10 is the same value. They are not. I might not get to use the credits from REI anymore and it will expire. Their practice this time was questionable and wasn't explained clearly at that point. What I want is just refund $10 to my bank or send me a $10 check, then take out $10 from my stupid rewards. They say they cannot do it. What kind of IT team they cannot do this? My resolution is clear and I hope they can do it.
Business response
02/12/2024
REI has issued a refund check to this customer for $10 per their request. This request was made internally on February 5, **** and it can take up to 3 weeks for a check to arrive to the customer.
Customer response
02/12/2024

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
01/03/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Order number: #A268708457 The North Face Reversible Mossbud Swirl Insulated Parka - Girls'Color: THYME CORDUROY *********** item was not a good fit for my family member, hence I decided to just put it up on **** saving the hassle of return. The item was bought and the buyer messaged me that there is an alarm tag in the item. I immediately contacted REI where a chat rep named ***** terminated the chat on me when I was trying to get the chat escalated due to them not being able to confirm how this would exactly be handled not having a REI location closer than 2 hours. While ***** told me the tag would be removed via shipping it back, another rep on the phone confirmed that is not how it works, and I would never receive the item back - but a refund. The person who got the item really likes it and just simply wanted the alarm tag removed. REI made it impossible to happen. I am a CO-OP member and REIs chat support member is just terminating the chat on me, like it is my fault that REI left the alarm tag in the item I bought.
Business response
01/14/2024
Hello,
REI is not able to deal directly with your **** purchaser to resolve this issue as they are not our customer.
You are welcome to return the item for a full refund or to remove the security tag. You can also have the tag removed at any REI store location.
Also please note the REI Terms of Use: ******************************************************
Thank you.
Customer response
01/14/2024

Complaint: 21094466

I am rejecting this response because:
Your REI chat support member, ***** terminated the chat on me multiple times without providing a clear response. **********;also called me a "reseller" just because I decided not to deal with a return when it did not fit my family member. Again, some of your support members say the item would be resent back to me after the tag is removed, other say it will never happen and will be an immediate refund. You can keep my money, I will take the loss. Hope others reading this will think twice before dealing with you.
Sincerely,

*****************************
Initial Complaint
12/06/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Why does this company make it so **** difficult to return exchange something?? I didn't find out until after the fact that if I purchase something in a store, but want to return it, they won't digitally refund my money back. They mail you a check??? What is this, ****??? Stop being a pain. Also, I live in a rural area. I am almost 3 hours from a store location, so I can't just pop back in!
Business response
12/08/2023
Hello,
Do to current system limitations our online return team does not have access to bankcard information used at our POS in our stores. Our Sales & **************** team has reached out to help.
Sincerely,
REI Store Operations
Initial Complaint
12/04/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 11/26/23, $4.25 was refunded to **** X5527. It never showed up on my card.
Business response
12/05/2023
Good Afternoon, *************

Thank you for reaching out about the status of your return.The return was for a total of $4.25 to a bankcard ending in ****. After further research in our payment processor, this refund has fully processed on our end.Thank you for your patience in this matter as normal processing time for a refund is 5 to 7 business days. However, at times this can take longer.

If you would like additional details on the status of this refund, please contact your bank and provide them with the Acquirer Reference Number (ARN) noted below. An ARN is like a tracking number and is a useful reference for the bank when researching the status of a specific transaction.

ARN: 74692163331105276244721

Your business is very much appreciated. Please do not hesitate to contact us if you have questions or if we can offer any further assistance.
REI Store Operations
Customer response
12/05/2023

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,

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

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. ↩

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business.

Cookies on BBB.org

Need to file a complaint?

Complaint Details

Showing all complaints

Business response

Customer response

Business response

Business response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Business response

Customer response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary