REI — Attraction in Rancho Cucamonga

A rather interesting visit to the store this past Friday around noon. I came into get a pair of either HOKA or Brooks shoes. I need them in 4E because I have wide feet. The first gentleman that I spoke to gave me a couple of options and went back to see if they had my size. When he returned, he said that he didn't have any of that type in 4E. Before I left I decided to go ahead and ask another question to see what shoes they might actually have in 4E. The gentleman that I spoke to before was not available so I was able to speak to a young lady. This is where things went south. I simply ask " What shoes do you have in size? 4E.". Now given, she may have been having a bad day or something else was going on, but her response to me which will not translate well here was simply an abruptly "None, We only have regular wide shoes", and then proceeded to walk off. I was actually stunned given this response. The other items that I had in my hands, which included a number of shirts, sweatshirt, socks, etc. that probably toatled an excess of $800 all went back on the shelves.

Customer service is your business. If you can't take the time to check your attitude as an employee and simply respond, " I'm really sorry but unfortunately we don't care 4E's in the store but they're probably available online if you'd like to look there. Is there anything else that I could help you with though?". You would have actually ended up probably having a fairly large purchase credited to your store. However, you've most definitely lost a return customer.

If somebody from REI would like to respond to this, I will be more than happy to speak with you. The person that was rude was working in the Rancho Cucamonga store around noon on July 14th 2023. She was blonde and about 5 ft 5. Unfortunately I didn't get her name tag. The gentleman that was very helpful during this visit on my initial encounter was very tall and had a dark beard. He deserves a thank you.

Thank you

Update on the above review from a month or two ago. No contact from anyone at REI, which speaks volumes. In many other cases where our experience was less than desired, the company has reached out to get other details and try and make it right. Apparently REI only cares if you are a "member".

That's ok, I don't have any plans of giving them my business...

Talk about customer service! I went in to get a replacement cap for my Nalgene, which is like a $2 part. Once I found the Wall of Nalgene, I saw they didn't have a wide mouth cap on display, so I stopped RICHARD and asked if I was blind or if they didn't have them in stock. He ASSURED me that I wasn't blind, which was a HUGE relief.. I mean, talk about news flash, right?! I digress, since they didn't have a cap in stock and I was going to be heading west, he looked up two other stores' inventories for me that were on my way and found one in Burbank that was in stock, he then recommended that I call ahead and they could put it on hold so I wouldn't receive the bad news when I got there of, "we sold it." Now.. there's two points to this: first, talk about going above and beyond for customer service! RICHARD was a great conversationalist while we were looking for other stores and a huge help in finding the location of the Burbank store so I could see whereabouts it is. Second, while I was traveling in that direction, Burbank was just a little too far west, and I'm not driving all the way the hell out there for a two stinking dollar cap! So I decided to just pick up another Nalgene and have a spare. I go to check out and the line is getting a little long, and like a ninja, AJ jumps from out of nowhere, Springs to the rescue, and starts checking fools out like it's going out of style! Actually, just me.. I was the only fool I saw him check out bc I was next in line. Anyway, he's awesome! PLUS, I used a gift card, and he wrote my remaining balance ON my gift card! WHO DOES THAT?! Not those clowns that just tell you the balance is on your receipt. But does AJ JUST do that?! Oh no! He writes it on your em-effin' gift card! Why? Bc he's a boss! Thank you REI for being awesome and, more importantly, employing awesome people!

REVISION: (3/12/2019) I called in earlier today and asked to speak with a manager, so I was forwarded to AMANDA. Once she was done looking up my account, I explained my situation to her, and she happily helped me find a solution, she told me to come in when I could, and tell the cashier that I talked to her so everything could be resolved. I cannot express in words how grateful I am to AMANDA and the steps she took to help me. I am, truly, going to remember her actions for the...

I was extremely disappointed with my experience at this REI yesterday. I went in to return a pair of Chacos that I had bought at another REI less than a year ago. One of the straps had snapped while I was on a short hike. Not only did the staff refuse to honor REI’s return policy – claiming that they don’t cover normal wear and tear – but they were also dismissive and disrespectful when dealing with my complaint, which I feel was never taken seriously. Their clearly rote response left me with the distinct impression that REI now cares more about profits than customer satisfaction.

REI has always been one of my go-to's for outdoor gear (I've worked outdoors professionally for the better part of a decade). One of the reasons for this – despite the fact that they cost substantially more than other outdoor gear venues - was their 100% satisfaction guarantee and excellent return policy. I understand that people have abused this policy – but in my case I was legitimately unsatisfied with the product I had purchased. I would expect a pair of outdoor sandals to last longer than 10 months, even if they were my “daily drivers”. As I mentioned above, I have been a long-time customer of REI and I can say that I have noticed that their commitment to honoring the return policy for which they are so well known has slipped substantially since I first began patronizing them in 2010. This is especially disappointing in light of the fact that they market themselves as an ethical organization.

I will say that, in their defense, I understand that the return policy has been heavily abused (I don’t think highly of people who do that, either), but I do feel that, at the very least, the staff should have been less dismissive, more empathetic, and clearly needs more training on distinguishing legitimate complaints from fraudulent returns. Sadly, I will be reconsidering my relationship with REI. Sad to see what appears to me to be another case of an honest, ethical company succumbing to materialism and...