REI — Attraction in Arcadia

I was being helped by three sales reps after walking in the door and asking for a specific REI item by name. They could not find the color or size I wanted (despite it being shown in stock on their website), so two of the reps wandered away and the last one offered to search in the back. Apparently a customer looking at clothing on a rack while waiting for a sales rep to return is intensely suspicious.

While I was waiting a member of REI's security team could be heard giving an update as to the fact they had eyes on me, my specific location, description and exactly what I was doing. It seems the REI security team believes that they are both invisible and inaudible when talking on their radios. I know security personnel aren't the best and the brightest, but these people were flat-out idiots. They also apparently believe one of their members could make merchandise disappear despite having nothing but a cell phone and wearing only jeans and a long sleeve shirt. I am many things, but a magician isn't one of them. The last time I was so obviously followed around by store security was when I was 13 years old, and that's longer ago than I like to admit.

I've been an REI member for 25+ years, and this store's security team was just plain offensive. It would have been equally offensive if I heard them talking this way about another customer. If REI is having problems with shoplifting this company needs to find a transparent way to handle it and competent people to do the work. REI has failed on both counts.

News reports say REI is continuing to have financial issues. Today's treatment of this long-time customer will add slightly to...

I've been shopping here for years. Sadly, customer service has noticeably declined. Today was the worst experience. As I walked in, I asked a nice associate for direction in finding what I was there to purchase. The employee she was talking to started to walk away and nearly ran me over. Didn't say excuse me, pardon me, I had to jump out of his way to avoid being stepped on or possibly even hit with his body. It was as if i wasn't there. He never acknowledged me as he kept walking. I commented to the female employee how he almost hit me, as I was in disbelief he could be so unaware. She said, "Well, we all need to be aware of our surroundings," as if it was my fault he walked in my direction & I had to jump out of his way. I once again said, "he would have run me over!!" To what she then said, "Well, yeah, I'll let him know!" Wth!? I obtained what I needed (lady was helpful). I then went to grab something else I needed. I was in the shoe department and asked where I could find gaiters. The shoe guy didn't speak. He just pointed to the wall across the way. His demeanor was dismissive. Apparently, I disturbed him. My daughter, who doesn't normally shop with me said "wow, they're rude here!" When I went to pay, I wasn't greeted. She rang me up and asked if I wanted a receipt and I wasn't thanked for my purchase. I know people are used to online shopping, but I'm not one of those people. It is the reason why I promote places like REI to shop at, but after today's experience, i may rethink that. Too bad people have forgotten the importance of good customer service. A simple "hello"...

The return process at the Arcadia store was frustrating. I don’t shop at REI often because I live far, but I tried to return the Prana Halle II hiking pants that were still in like-new condition. The pants don’t hold their shape and stretch out throughout the day, and I’d read (and later had confirmed by a store employee) that they tend to develop pilling in high-friction areas. I wore them about three times before leaving them in my closet as a “backup,” but realizing I’d likely never wear them again. I ended up buying the original Halle instead, which fits and holds its shape much better.

When I tried to return the Halle II at the Arcadia store after I found the receipt, the first employee was clearly trying to give me a hard time. He refused to honor REI’s 365-day return policy, insisting it only applied to manufacturer defects and that fit issues had to be returned within 1–3 months, and claimed the website said so — which I later confirmed was false. Thankfully, when I went back again, a different staff member helped me process the return.

Arcadia store, please do better. If you have a problem with REI’s 365-day return policy because you believe some people abuse it, bring it up with headquarters — don’t make up rules and treat honest...