REI — Attraction in Brentwood

I have been a day hiker for several years, but was recently introduced to backpacking, and got hooked immediately. I had some of the basics, but I knew almost nothing about backpacking-specific gear, so I headed to REI to check some things out. I had a good idea as to what pack I wanted, as I had borrowed a Gregory Paragon 58, and really liked it, so that was the bag I wanted to look at. Jake asked if I needed help right away, and walked me through some of the pros and cons of the bag I thought for sure I wanted. He is not just an employee there, he obviously has a ton of backpacking experience, and was able to show me some of his own gear, and his experiences. In some cases, he even convinced me that I was probably over-buying on some of the equipment that the Internet had told me I absolutely had to have. He literally saved me a few hundred dollars most likely. I went back two more times to research and investigate in person, and made a trip last night to look at a few more things, since I was in the area. Jake pointed me towards a clearance Paragon 68 pack that, though it was a little larger than I was looking at, was much less expensive, and barely any additional weight, and felt exactly the same, with all the same features. He helped me make sure the pack was adjusted properly, showed me how to adjust it myself in the future, and put some dummy weights in the bag to make sure I was comfortable with the estimated weight I plan on putting in the bag. Did I mention that I was at the store very close to closing on a weekday? I literally walked out right as they announced the ten minutes to closing message. A lot of people would not have taken that amount of time right at the end of the day, but not this guy. Jake was truly a wealth of knowledge, and was never impatient with my lack of knowledge, or my ideas that I had that were mostly wrong. I hadn't intended on buying a pack quite yet, but I walked out with a pack that fits and feels great, and I think will be a great investment for the future, and I got it for a GREAT price on clearance. I'm looking forward to some more trips to REI as I build my backpacking kit over the next couple months in preparation for my first real backpacking trip in the Ozarks in March. REI and Jake should be your very first stop if you're looking at getting into...

Very humiliating shoe exchange experience. I got a pair of shoes at REI in Denver bc I was traveling there and lacked a pair of shoes for a short hike. They turned out to be half a size smaller but I really wanted to keep them and did not want to exchange them at first. But after I got back to stl and worked out at the gym today I felt like they are indeed too small for me so I went to the nearest REI for an exchange.

The sales associate was nice and supportive. He got me the new shoes. I asked him how do I do the exchange, he said just bring your old shoes to the cashier (I was wearing the new pair at that time already since I needed to try them out). Then I wore the new large shoes and took my old shoes to the cashier for the exchange as directed by the sales associate. And the middle aged blonde white woman cashier asked me where are the new shoes. I said I am wearing them on my feet. She said "we don't do that". I asked don't do what? She said wearing stuff you hadn't paid for. Mind you, the sales associate told me to just bring my old shoes to the register and didn't say anything about not wearing the new shoes. How the hell should I know? Am I supposed to go back to my home first, wear another pair first? Then she asked me why the exchange. I said too small. And she started examine the shoes and saw the dirt, and asked me when was the original purchase and where did I go. I already provided my member account number at this point and I said I got them three days ago at Denver and then went on a hike. She then asked me how long my hike was. I said 4 mi. I said sorry at the end out of politeness and she just said ok. The whole experience was like an interrogation. It's like they are assuming you are taking advantages of them. So condescending and judgemental.

Mind you, I only got the shoes for 3 days and this is also an exchange, not a refund. I am also a REI member. I for sure will never come back.

If the customers are not supposed to wear the new product for an exchange at the cashier, TRAIN YOUR EMPLOYEES rather than condemning the customers.

If the return/refund policy needs to be strict, then just be very clear at the beginning, instead of making the customers feel like they are taking advantages when they are just making use of their...

The reason for my visit was to look for a traveling bookbag/duffle bag for my London trip next month.

Walking into the store 2 men in front of me were greeted and asked if they needed help right away.

No worries I think someone is going to come ask me if I need help once I get to the book bags.

NOT A DAMN WORD..not until I noticed every employee kept walking by or around me and not saying anything. One employee asked me how I was doing, now if you have ever been profiled you will know this is to make sure you are not stealing anything.

Even after moving towards the back of the section along a sudden every employee needs to go to the stock room every 30 seconds. Still no assistance offered.

I move to a section towards the middle of the store and still no service. I turn around and there are two employees helping one customer in the same spot I was just at. Still no customer service!

The amput of customer service in this store for Aftican American people is non existent. My wife had the same experiance at this store as well. If your not willing to help everyone while on the clock no matter what your beliefs are please quit your job and get one that is not customer facing.

As someone who has worked retail and also managed retail stores, this is unacceptable and out of the question!

I would rather buy from another store that charges more with customer service than to ever spend my money with REI!

I'm highly dissapointed and upset at the experiance I have had...