REI — Attraction in Bloomington

My wife and I are members and this morning, we went in with our Bernese Mountain Dog (11 months old, sweet puppy) to look for gloves and a hat to spend our recent dividend on.

We were upstairs looking at gloves, chatting with a nice couple about their dogs and how sweet ours is—if you don't know, Berners are a fantastic, mild mannered breed. Then, a person and his family came upstairs. One of his small boys sat down on a chair next to us and looked at Maude the way a child looks at a puppy. I asked if he wanted to pet the puppy. The boy looked excited. Maude, on a tight leash, wagged over to greet the boy and the boy's short male parent then hurled our 65 lbs puppy violently into the side of a piece of furniture proving to us how big and strong he is. The unfortunate individual then told us "She's not a service dog. Clearly you didn't read the sign on the door." Now upset, we had to leave.

On the way out, there was no sign about dogs and so I asked an employee: "Do you allow dogs in here?" He said, "Absolutely, as long as they're on a leash and well behaved." I went back upstairs to tell this warped person about this to which he again said, "Read the sign on the door." The individual then said he could've kicked our dog in the neck but refrained (I really like this guy). The person claimed their child was in danger and that "I should read the sign on the door." After again telling the individual that an employee told me that it's okay to have a dog in REI, and that he was out of line, he proved his ill-temper would only be surpassed by his stupidity. Mostly feeling bad for his wife and kids, I left.

Five stars still applies because we really like your store and we know you can't control the IQ of people who enter.

The reason I'm posting this is because a dim, violent individual thought that he read on your doors that dogs are not allowed at REI. Then a casual, fun encounter between a puppy and a boy led to an upsetting episode between an angry moron a happy dog, myself and my wife.

So, If pets aren't allowed in the store, please put a sign on doors because we heard they were (from friends who bring their dogs to REI)—and then it was further confirmed by an employee (and many other employees who didn't tell us to leave our dog in the car). Also, if you could put a sign on the doors that prohibits animals who pose as men that'd be great...

Never buy a bike online from REI. I bought a bike three weeks ago and finally got it today. I bought a bike from REI since they had their 15 percent off deal during Memorial Day and there was no bike that I wanted from where I am from. I knew I was going to Minnesota so I would be able to pick it up them. The bike got shipped from one store and then was assembled at REI. After I had picked up the bike, I drove it around to come to find out that the derailing shifter doesn't work and the brakes are loose. I called the store to see when I should take it back to get it fixed and the employee told me that they would call me the next day to get an appointment. I never got a call and then they shut down all the stores in REI. I was going to take it home (4 hours away from the nearest REI) and see if I could just get it fix from where I am from and have REI pay for the repair. REI first said that I could facetime someone to see if I could fix it myself but I don't have any tools to actual fix the bike. REI then said they couldn't pay for the repair if I took it somewhere else so I had to leave it with someone I knew who could take it to the REI. The stores finally opened and I got an appointment where I thought they would fix it right then and there but it was a four day wait to get it fixed. I waited four days and still never got a call to say that it was done. I finally called the store and they told me they had no idea when it would be done. I then called customer service to see when my bike was done to get that it would be a week wait and that they were sorry for the miss information about it. I finally was able to talk with the people in the bike shop to find out that my brand new bike's derailing shifter was bent which could a been avoided if the people who assembled it checked over it when it was done A whole new part was put in the bike and was able to get it the next day. Communication at REI needs to be improved because I felt like I kept going in circles about this bike. The person had to spend gas and time to go to the store to drop off the bike and pick it up. I was very disappointed in the quality that I got from the employees and customer service. I would recommend to physically see and test the bike in store...

Spotty customer service, poor quality of in-house brands, no replacement part service.....all at a premium price.....what more could I ask for????

Perhaps I should either buy discounted items from on-line retailers with no expectation of service OR purchase premium items at full retail from full service boutiques.

I have been a member for twenty years.

Example #1: I have purchased roughly $2,000 worth of yakima rooftop equipment over the past 10 years from REI. I need a couple small replacement parts as the tower pads are worn and or lost. REI's answer....call manufacturer. Perhaps I will call the manufacturer, but as long as I am doing so, going forward...why not buy direct?

Example #2: Dry pack fails during first back pack outing to BWCA. Granted...it was 6 years old. It had been used 6 times prior. Light use...no portaging. During first portage the harness fails. The pack was full but loaded light with clothes, sleeping backs, thermarests, and 96 ounces of scotch ; ).

I return the item to REI Bloomington. This is my first return in nearly 20 years as a customer. Under the terms of the return policy I am entitled to a refund less my dividend. My expectation is that the item would be repaired or replaced with one of equal quality and value. I am not pleased with the gap between policy and practice. Were it Orvis or another premium retailed, they would stand behind it. Nevertheless, the customer service agent then takes a snarky attitude, implying that I am being dishonest. That the problem is most likely wear and tear. I speak with the manager. He is more belligerent.

My expectation is not that I pay rock bottom prices. I expect to pay a fair price for quality goods that wont fail when I am miles from no where. I expect that a premium retailer will not shirk at a $50 loss to replace an item for a 20 year customer who has spent approximately $5,0000.

Good bye REI....unless I am buying a fleece off the clearance rack. Hello Amazon and Backcountry when I am price sensitive....and Midwest Mountaneering when I need service and or I need high quality because...