REI — Attraction in Bellingham

It has been over 20 years since my last visit to REI in Bellingham. I’m not the typical customer for REI, as I entered the store without a clear idea of what I need, what questions to ask, or which brands to look for.

The store itself is impressively clean and well-organized, with a vast selection! However, I found the signage for each department could be more prominent. Even with my glasses on, I struggled to navigate and had to ask for assistance multiple times.

That said, the customer service team here is truly exceptional—hands down the best I’ve encountered in Bellingham, across any type of store.

Kyle was the first team member to assist me. He was incredibly knowledgeable, resourceful, and informative. When I mispronounced "Thule," he turned it into a teaching moment, making me feel comfortable rather than embarrassed. He took the time to show me exactly what I was looking for and provided insights before I even had the chance to ask. (You know how we women choose the bear? Kyle made me feel so at ease that I would definitely choose him over a bear any day.) He fostered a welcoming and educational environment in a kind and charismatic manner.

Afterward, Jenna assisted me with RFID travel neck pouches. While she wasn’t as well-versed as Kyle, she was still very helpful, friendly, and had a good sense of foresight. She also served as my cashier and did an excellent job.

I was particularly impressed by the teamwork at the cash register. Even with three cashiers present, as soon as the line grew longer than two people, other staff members stepped in to help. This not only shows respect for the customers' time but also ensures that the cashiers aren’t overwhelmed. I truly appreciated this level of service and team support.

Kyle also made sure to inform me about REI's membership. Although I am not the ideal customer to where the membership would be beneficial for me, Kyle did a remarkable job of illustrating the benefits of considering it. For the past two decades, I have held a deep respect and affinity for REI, and I am delighted to affirm that after more than 20 years, it remains an outstanding store with a fantastic team. I only wish there was a way for me to provide feedback in store, like a survey or comment card - the incredible work of the team should be shared with all employees, not just management or Google review readers.

I wholeheartedly endorse REI, and whenever I have the opportunity to purchase a product they offer—regardless of whether it's available at my usual stores like Target or Marshalls—I will make it a point to buy from REI first, even if it requires extra effort on my part. The quality of this store and its brand...

I usually really enjoy going to this location but I was really frustrated with the staffs customer service this time around. When my boyfriend and I were checking out the cashier kept asking up multiple times if we wanted to sign up for a membership, he asked us over 4 times and we both said no each time, and he kept asking, my boyfriend finally gave in and bought a membership ( when he didn’t want one) just so the cashier would stop asking us over and over. We said no multiple times, and he should have stopped there. I understand it’s his job to ask and try to get us to sign up, but I felt like he was hounding us to sign up and I was extremely frustrated, like he would not take no as an answer. I was also frustrated at the fact that the staff was following us so closely around. My boyfriend and I are well dressed, clean, friendly, and working people we do not look like we would attempt to steal anything, and actually made a large purchase. Every time I turned around there was an associate standing there, literally every time!!! I didn’t even get a chance to look around before being asked if I needed help multiple times, in the same department, and I could tell the staff member were keeping a close eye on us. I understand it’s there job, but I also worked retail and know how employees keep an eye on suspected shoplifters, and they were watching us as so. This is by far the worst experience I’ve had at this location and it makes us not want to come back, we just wanted to shop for a few things we needed for our camping trip and left feeling bumbarded and overwhelmed. I would suggest supporting other business in the area like the Sierra Outlet, whose employees DONT follow you around the store and try to shove memberships down...

Last night was the first time I had I ever been in an REI store and due to the experience I had, it will likely be my last. When I entered the store, I wasn’t greeted by either of the two employees standing at the front registers, nor was I acknowledged by the staff member putting merchandise back in the section I was looking at. Because I had never been in the store before, I wasn’t sure where the women’s coats were and not once did any of the staff members who walked by me offer to help me. When I finally found the coats, I found the one I was looking for and went to the dressing room area to try it on in front of the mirror. While I was doing this, an older female employee came to the dressing room area, did not greet me or ask if I needed help, she actually didn’t say a word to me, just stared at me. I said hello to her and just looked at me and didn’t reply. She acted annoyed that I was there. Another customer came to the dressing room area and the employee immediately greeted her and asked if she needed help. It was at this point that I decided I would be purchasing this $300 jacket from somewhere else, a place that actually acts like they want my business and appreciates the fact that I am there to spend my money. On my way out, 2 more employees walked by me and did not acknowledge me once. I’m not sure if this store is just a fluke with rude employees in the Medford store or if I should expect this in all REI stores, but I don’t intend to find out. I also will be letting my friends and family know that this is the type of “service” that they should...