REI — Attraction in Maple Grove

I recently ordered a bicycle for my son online and had it shipped to the store. Early on a Wednesday afternoon, I received an email saying it was ready to pick up. Wednesday evening, at approximately 8:30pm, I arrived at REI Maple Grove to pick up the bicycle, and I was told it was no ready. Apparently their inventory/logistics center treats their bicycles the same as all of the other merchandise.

Here's where things start going a bit wrong. I was told that there is something at the bottom of my email that states I am supposed to call to see if it was ready to pick up. There was nothing like this in the email. I asked when the bike would be ready to pick up. The gentleman said, "I don't know. Monday?"

I called REI tonight (Tuesday) to see if the bike was ready to pick up. I was transferred to the bike shop, and was put on hold again so they could check on it. A couple of minutes later, someone from the front picks up and tells me it is not ready to pick up. She also couldn't tell me when it would be ready.

Frustrated, I made the trip to REI. I figured I was going to either leave with a bike or my money back. Honestly, I was expecting the latter. Once I arrived, I told the gentleman at the bike shop I was here to pick up my bike. A moment later, he's pulling it down from the rack and I'm filling out paper work.

One caveat to this, is the bike shop did try to call us to let us know it was ready, but we recently cut the cord on our home phone. But, why when I call would you tell me it's not ready?

I would much rather make the trip to Bloomington than go back...

I had never visited an REI location before, as I prefer to shop small, local sporting goods shops. I wandered around the cross-country ski area for about 10 minutes and was never greeted or asked if I needed assistance. I did have a question about a pair of skis. (I should note that no area of the store had any more than 3-4 customers in it.)

I did a lap around the store and was finally greeted by a sales associate when I made it around to women's. I had stopped in camping and footwear. She was only interested in telling me about a program where I could pay $20 and become a member and get certain deals. Before I walked away she handed me a card with the program info and her name, to turn in at the check out if I decided to join.

I then made it back to the ski area. Wandered and looked very interested for another 5 minutes. Still no one came to assist me even though I saw at least three associates in the general area. Finally I walked up to two associates who were having a conversation. Instead of greeting me, they continued their conversation.

Once finished with their conversation, one asked if I needed anything. I asked if they had a certain ski in stock. He had never heard of it, but offered to look online. I, myself have already located a place to buy them online.

Overall, a very frustrating trip. Terrible customer service. The one item I had considered purchasing because it was on sale, I put back. I'll pay full price at some place that appreciates their customers. I will not be returning to a REI for any other...

UPDATE: VIA Facebook REI followed up with ne and reissued the gift card. Rating adjusted from 2 star to 4 star. We had a great experience at the store and the associate was very helpful fitting us for hiking boots, my entire family of 4, which we bought. I was so impressed with their service and the pitch of the co-op that w purchased into the co-op with the promotional "gift card". Because the terminology "gift card" was used I assumed it was just that and my fault I guess, I did not look at the fine print...lesson learned. I will say I am very disgusted to have gotten home from our trip (the one we were on that we bought the hiking boots for) only to find out that the "Gift Card" they had enticed us to purchase into the co-op with is ALREADY EXPIRED!! When an associate uses the terminology "GIFT CARD" I would expect a reasonable time from for expiration or to be able to use it!! The card expired in less than a month from receipt which is complete BS. Something of this NEEDS TO BE EXPLAINED at the time they are "selling it" as a PERK to purchase into the co-op. I am disgusted with the bait and switch. A very simple "hey this card expires really quick, dont forget" would have gone a LONG WAY. I would have made it a point to utilize the card while we were traveling. I will not be fooled into another "promotion" again. ...