REI — Attraction in Brookhaven

After my recent experience I wish I had the option to rate this location with a negative two stars. Several months ago I purchased a bicycle from REI. I love the bike. I won't mention which bike because I refuse to promote anything for this company. I brought my bike in for a "new bike" tune-up. The process to check in my bike was pleasant and easy. I was notified when my bike was ready and returned to retrieve it. I went to the bike section desk and waited for assistance. A gentleman was working on a bike several feet behind the counter and never acknowledged my presence. 10 minutes passed and still no assistance. A couple gets in line behind me and the gentleman working on the bike immediately addresses them and says I will be right with you. Ok???? I am a 6'2" large male. There is no way you don't see me. Especially since the Caucasian couple behind me was shorter than me and again I say, behind me. A few more minutes go by and another REI employee appears behind the desk. This employee was a woman and appeared to be of Asian decent. She immediately walks over to the Caucasian couple behind me and assists them. When she is done she approaches me (still standing against the bike check in counter) and asked me have I been helped. I responded that I have not, and asked why did you choose to assist the couple behind me. Her response was that she was gone for 15 minutes and just returned. My response was, "...and you start with the people in the back of the line?" I don't know you tell me. What does this look like to you? Decide for yourself, but as an educated, respected, and retired black male, I didn't feel comfortable nor respected at this location and will not be returning. I can find somewhere else to spend my money and advise anyone that looks like me to...

The people at the customer service counter are the rudest people I’ve ever met working for REI. I have driven across America I am member of REI and this customer service has given me such attitude and distrust twice now. I figured it was just one bad day but after coming a second time it wasn’t. I returned a camping chair I purchased under my membership. The guy at the counter insisted I needed my receipt even though I am a member (all he has to do is look up my number) after searching through my email I found it and he couldn’t scan the barcode from my phone so he huffed and puffed and reluctantly asked for my phone number (which he originally said he would not do) eventually he gave me my full refund since my purchase was less than a month old. Second time I come to return a patagonia duffel bag because the straps caused bruising on my shoulders. The guy at the counter (a different one) asks out loud to himself “Isn’t there anyone else who can take this” he looks around and sees it’s just him. I thought it was a bit rude but it was 30 minutes til closing so I understood the annoyance. He runs my phone number finds the receipt and then asks me why I am returning it I told him I did not like it he then asks me why again. I find it funny because I have never been asked by REI before when returning something and I even had a friend who worked for them tell me they are not supposed to pry or ask like that. I am a brown person and I notice people at REI are always ruder to you if your dress or seem a certain way so I always make sure to dress like I look like I’m supposed to be shopping there to avoid being treated badly. I was treated badly twice here. I will point out it was only at the customer service counter other ppl on the floor were nice and less...

Used to be a great place to shop, now they can't seem to keep merchandise in stock. I used to buy all or my camping and outfitter merchandise here, but now I'll just go to Mountain High or the like.

If you do end up going to rei, note that they are expensive, but it's worth it for most of their items. Do steer clear of their bikes and bike service. Their bikes are just over priced junk, and the service department is not much better. They do have an excellent selection of tires though.

It's amazing to me that all the reviews point out excellent staff. I will admit, some staff members are excellent and friendly, other members (including the managers I've encountered) are unapproachable and treat you like you are worthless. It's similar to the epic scene in "Pretty Woman" the way they treat you.

I have been a member at rei for 10 years and don't like to think about all the money I've spent here in my lifetime. At a "Garage Sale" event I asked a sales associate about one of the items because the packaging was missing. She told me that she couldn't spend time helping me with the sale items when there are people at the store paying full price for others that need help. I could not believe it. This is just one example of many bad experiences I've had here over the past 2 years.

I was hoping I was just having bad luck, but I've had too many bad experiences at this store over the last 2 years to keep that hope alive.

Dear Jerry Stritzke, I think Mary and Lloyd would be very disappointed in the direction you have lead this co-op in. Especially at this location. I used to love rei and feel special while shopping there. Now I feel like a walking dollar sign and just try to get in and out without being harassed. You have some work to do at...