REI — Attraction in Reading

After rudely being asked if my k9 was a service animal, I returned some clearly failed boots while being met with a small attitude problem about that as well. By the same person/manager. I quickly made my way back to footwear. While looking at the poor selection of replacement boots, I was approached from behind by an employee who showed fear toward me and my k9, and apparently there were others focused on us with fear. My dog alerted me with 2 barks that we should leave because we were not safe, and quickly growled to insist there was a serious problem with the people around us as I told him to lay down. Which he did immediately. I was then interrupted and approached again from behind with aggression.. by the same manager who gave me the attitude during the product return. He began to tell me that a service animal should not act that way in this setting (bark to alert his handler that employees were approaching from behind and leering at us with fear?) and implied that I was lucky he was letting me get some boots quickly because he has multiple employees with deep fear of animals. While I was standing there disgusted at our treatment waiting for the employee to bring a pair of boots out I realized she was pointing at them from the shadows clutching herself.. I was dumbfounded. I barely got one boot on before I felt a panic attack coming on. This is an outdoor recreation store? Everyone else always loves my dog! He's a sweetheart. And they're all giving me dirty looks and trying to rush me and filling the air with angst. Just wow. So. I put down the boot that was a half size too big. Too much anxiety to continue shopping at all for anything else for my trip tonight here or anywhere else. Attempted to receive a refund on my membership that I've had many many years.. and was denied my membership refund by the same manager. Simply put he did not respect my legal rights to fair treatment and I should probably be talking to my attorneys about how this should be handled. It also appears to me that he is hiring vulnerable women on purpose. Behind his cool kid tough guy exterior Fernando is a creep. If you don't trust me, trust me dog. He's a genius. Anyway.. REI will have lost dozens of long time customers by the time word of this gets around my friend circles. I'll be tossing my store credit and buying...

Great looking REI, But....

Hello all,

I am visiting from out of the country and was excited to drive 30 minutes to this REI that was closest to me.  The store was great, clean and bright.  As I walked around some of the staff kindly asked if they could help me or to let them know if I needed assistance.  I travel with all my gear so I was mostly browsing unless I found a great deal on something I liked. Well, I found an amazing deal in the returns section.

Here is where things went Bad.

I approached the checkout counter and when the  cashier called me forward and before getting to the counter, he immediately said,

#1.  "That item is for members only." I said nothing at all to the cashier while the item was still in my hands.

#2. I placed the item on the counter and the cashier said while looking down at the item and not looking at me, "that area back there is for members only." Again, I still said nothing since he was talking.

#3.  The cashier finally asked, "Are you a member?"

Once he actually asked,  instead of assuming, we looked up my member number and I purchased the item.

Here is the Very Clear problem I have with his approach. It's very clear that I don't fit the demographic he is used to in that store and he assumed I was not a member of REI.  This was sickening.

I do not walk around with a chip on my shoulder looking for racist moments.  I actually believe humanity is Beautiful and although I may have some prejudices myself, I'd like to think my first thought about anyone is good and kind.

I definitely feel that this employee treated our encounter erroneously.

Rather than assume that I was not a member because I am a Latino man and he is not used to attending Latino men in this store, he should have started with #3.  Ask if I'm a member without assuming otherwise because of my appearance.

This was disgusting but I got a great deal on a returned pair of Low Cut Moab 2 Merrell shoes (I've owned several pairs) that I will enjoy...

Sorely disappointed. Went to get crosscountry skis with my daughter. Made mistake of telling Natalie that we knew little about skiing or equipment. As we are novices, bought a garage sale pair of skis for daughter. Natalie told us she would have the missing spring piece replaced and would have the scratches smoothed down. Then she left for day, leaving us with Will. Who explained no repairs could be made until I paid for them. So I pay and take to repair area. Little cretin indicates no way no how will he do what Natalie promised which was a two minute job. And he wants to go home, so I can come back tomorrow. Like I'm trying to rip HIM off. Will disavowed any knowledge of what I had been told. After I just spent $500 at this place on boots that Natalie said were on sale, but guess what. Not on sale. The skis are unusable without the spring. I go see a manager, who gets someone else to explain to me that the skis cannot be fixed. No springs and no replacement available. So they let me return damaged goods that they had promised to repair as a condition of buying them. Don't tell people lies in order to make a sale. Yes I know damaged skis are not the same as new. But if you can't clip the ski boot to it, then they are not saleable. I came here because I am no expert; I relied on the staff reputation for being helpful to non experts. Apparently the goal is to take advantage of people just to unload stuff. Shameful Natalie and Will. How do you live with yourselves. Great that I have a lifetime membership because I won't be coming here again. If I want to be ripped off I could go...