REI — Attraction in Orange

Overall I have had no problems dealing with this store. I do have a problem with a product purchased: Salomon hiking shoes (X Ultra 4 GTX Low). After about 1 year it became clear that there was a defect with manufacturing and/or material. The shoe manufacturer, Salomon, states that they have a 2 year warranty, but they don't honor that warranty for shoes sold through a retail partner (e.g., REI, Amazon, Dick's Sporting Goods, etc.); instead, they send you back to the retailer. I call REI to let them know about this warranty difference, and they firmly reminded me that their warranty is good for one year and I have owned these shoes for more than a year. How about this, REI: I identified one product that you enthusiastically recommended. It's a terrible product and I at least want you to know that you're selling cheap products that last just a bit longer than your warranty and then fall apart. Stand on your policy all you want. I am one customer who will not return to your store, regardless of your co-op model reputation. I was insulted having to hear the associate assess the most objective, black and white facts of the situation, stating that REI won't do anything about it. Zero questions, zero empathy, zero interest in wanting to see whether there might be a reasonable way to do something, anything. My tone was kind and not combative, by the way. Hers was accusatory and dismissive. Terrible training. That's probably the biggest reason that I...

This is interesting. I discovered this place while doing a Google search for Fat Bikes. There was this Diamondback bike I was looking at and wanted to see if there were Diamondback authorized dealers in the area. This place came up as one of the authorized dealers. I realized the place was within walking distance of my apartment and decided to check it out to look at their selection of Road Bikes since I was in the market and currently saving up for another bike I saw at a Bike Shop in Willoughby Hills. There were 2 bikes here that I was interested and the staff allowed me to test ride one of them. They a have full shop in house with trained mechanics on hand to repair or even upgrade parts on your bikes. I was glad I stopped in to test ride their bikes. Had I not I might have purchased the wrong size bike. After browsing their selection of bike accessories, I realized they carry most of the products I buy saving me the trouble of purchasing on Amazon. I will start coming here for many of my bike needs. And, there prices are very good. The bike I end up go with - the Co-op Cycles ARD 1.2 - cost less than the bike I was saving up for - the Specialized Roubaix Sport 2018; the place is closer and the bike meets most of what I was looking for in an Enduro road bike. On top of that I like how the bike handles and feels when I ride. The color is even what I like. Membership is only $20.00 and I get dividends back on my...

I ordered items for in store pick-up. I received email notice in the morning that the items were packed and waiting. After work, I drove from my office in Portage County to the store in Cuyahoga County two counties away. I arrived at the store and was told they couldn't find them. At one point an employee told me they had FIVE people trying to locate my order. Since the store had few customers despite it being holiday shopping season, they had no problem finding five idle staff to search for the order.

I got tired of waiting and finally gave up and left. Ironically, they called about 10-15 minutes later to tell me the package had finally been found and would I care to drive back to pick up the items. I was on my way to my home in Geauga County and declined the additional driving.

I've shopped happily in REI's in Seattle and Spokane. I was happy to see REI in the area, but this store seems to be poorly managed. No one really seemed to know what they were doing. On-line order and in-store pick-up is an established activity. I've never had any other store staff not know where pick-up items are. There are locally owned stores with true outdoors people who can provide the product this store sells with much...