REI — Attraction in Seattle

I had an awful experience at this REI location and will not recommend this store to my family and friends.

While we didn't often visit REI before, since having kids, cycling, kayaking, and hiking have become options for us. I appreciated the store arrangement, and I also appreciated two customer service ladies working in the cycling area – they were very supportive and kind, prompting me to consider purchasing a REI membership. However, all of that changed when I encountered a lady who made me feel humiliated as a parent with young children. Although I asked the lady who made offensive remarks to apologize, and she did, she continued to defend herself and lied about what she had said. While I kindly accepted her apology and understand the tendency for people to defend themselves when they know they are wrong, wrong is still wrong.

Here's what happened: While waiting for a family member to shop, I was sitting on a sofa to take a break, and my child was quietly arranging jars on a table in the store's rest area – not bothering anyone or breaking anything. Then a lady came in, sat on the sofa next to us, and asked, "Is she going to buy all of that?" Thinking she was joking, I responded, "I hope not." However, she proceeded to make sneering and humiliating remarks, saying, "Oh, I work here. I just wanted to tell you, it's $25 each. They are not toys." Despite my child not causing any disturbance or damage, I felt unwelcome and humiliated.

Feeling humiliated, I started putting the jars back in the middle of the table, which triggered my kid's tantrum – thanks to the lady for ruining our day and causing an emergency incident that we had to manage through. Firstly, it's ironic to see a sign inside the store stating, "Everybody is welcome. Discrimination is not." Secondly, as someone working as a customer service professional, it's not helpful at all to the customers with children. Thirdly, it's simply rude to make such comments to customers with children. Fourthly, it sets a poor example to humiliate others in the presence of children.

Later, I requested a proper apology from the lady and reported this poor customer service to the store manager. While the store manager professionally described the lady's behavior as miscommunication, she assured me that children are welcome to the store and can touch items in the store. The lady apologized and asked if I would accept her apology, which I kindly did. However, I am deeply disappointed that during my recounting of the conversation, she immediately denied saying certain things. She also continued to defend herself by claiming her intent was not to harm my child. This is simply untrue; her words and actions indicated otherwise. Furthermore, her excuse of "I am still learning" is unacceptable. None of these behaviors constitute a proper apology.

REI, please ensure your employees are properly educated and trained in providing standard customer service. Passive-aggressive behavior is a form of violence, not miscommunication. It's rude to be passive-aggressive, even outside of a customer service role. Wrong is wrong, and it requires courage to admit fault without resorting to lies. Apologies should be sincere and honest, not obscured by "professional" tactics. It's neither inclusive nor kind to treat people with young children in such a manner, regardless of the setting. It's irresponsible to set such a negative example for young individuals who learn from the community. It's also unwise to mistreat young individuals who will contribute to society in the future.

Please treat people with respect and kindness. Lady, if you haven't learned this before (since this lady said "I'm still learning"), I'm happy to provide guidance this time. Respect and kindness are fundamental for fostering a harmonious community and peaceful...

As a former REI employee, I can confidently say this store excels at meeting all your outdoor gear needs. While it’s not the only option in town, REI stands out for a few key reasons:

Diverse Selection: A wide variety of brands tailored to our community’s unique outdoor needs. Community Engagement: Educational events and classes for everyone from newbies to seasoned adventurers. Streamlined Checkout: A quick, efficient shopping experience. Overall, this is the place to gear up before your next adventure!

Here are some top picks to check out:

MSR Stake Hammer: Essential for any outdoor setup—if I could only choose one tool, this would be it! (https://www.rei.com/product/102781/msr-stake-hammer?srsltid=AfmBOordieWHPcBOx5pr0QhdF04BNesuurZZmJp6wvGBQ5BEhBdfqVHT)

HydroFlask Trail Series: Stay hydrated on the go, and maybe even make some music with it! (https://www.rei.com/product/168734/hydro-flask-lightweight-wide-mouth-vacuum-water-bottle-32-fl-oz?srsltid=AfmBOoou5EtQzVOCohdbkzXxCzUoNjRF5SFtRa4fsLvUBYVnVu6nKJ2W)

Prism Synapse Kite: Perfect for adding some fun to your outdoor experience. (https://www.rei.com/product/883043/prism-designs-synapse-140-speed-foil-kite)

SealLine E-Case: Protect your important documents from water damage. (https://www.rei.com/product/205730/sealline-e-case-xl)

Patagonia Ultralight Black Hole Tote: A reliable bag to carry your gear, lightening your load. (https://www.rei.com/product/155777/patagonia-ultralight-black-hole-tote-pack?srsltid=AfmBOopakSB6x2lI3vVvKeGDpRH1Or8ORA5gJDyyvPtNa9S4rthWhnDB)

PackTowl Personal Towel: Quick-drying and compact for any adventure. (https://www.rei.com/product/221819/packtowl-personal-towel)

Black Diamond Storm R Headlamp: A must-have for night hikes and camp chores. (https://www.rei.com/product/202771/black-diamond-storm-500-r-rechargeable-headlamp)

Abus Bordo 6000k Bike Lock: Ideal for quick bike stops. (https://www.rei.com/product/205434/abus-bordo-6000k90-bk-sh-xplus-folding-lock?srsltid=AfmBOopzm40qJ_tqlBs4cMEkQKHABtg56Gg7Fs5-vbCuYarFqWgcpa9z)

Deuter Speed Lite 21 Pack: Versatile and perfect for day trips. (https://www.rei.com/product/205764/deuter-speed-lite-21-pack)

National Parks Pass: Support our parks while gaining access to their beauty. (https://www.rei.com/product/234584/america-the-beautiful-pass-20242025?srsltid=AfmBOopauRMMphTmoOquHSMiPfM-e6yzKxMW9aJ2jS70ASleAISEQc_c)

Before you buy, consider these three tips: Will I be happy owning this forever? Can I maintain it for resale? Is it eco-friendly if left behind?

I love REI for making the outdoors accessible. Huge thanks to the staff for their hard work and dedication

Peace.

(Disclaimer: While the original content of this review is my own, I have sought the service of OpenAI to revise my original writing to the current length. The photos and original writing are my own, the re-edit and final draft are...

I really love REI, I do. As a matter of fact, I try to visit this store every time I drive down to Seattle. The 3-story flagship store is filled with amazing selections of outdoor gear and possibly almost everything an adventurer would ever want to own.

The reason for this one-star review is for an unfortunately unpleasant experience from this past weekend. I like to stop by the Pinnacle Climbing wall when I visit - It's a 65 ft high pinnacle with challenging routes. When you get to the top, you are rewarded to the beautiful landscape of downtown Seattle.

I stopped by on Saturday around 4:25. At the counter, there was a "We will be back in 15 minutes!" sign. I noticed a sign up sheet for drop in climbing left on the desk and registered myself for the 5PM time-slot.

Walked around the store and browsed a little while waiting for my allotted drop-in climbing time, then returned around 4:50. Still no sight of any employee at the desk. I stood around the desk awaiting as I imagine that I had to take time to pay, set up. I wanted to make use of my session and get as many climbs in as possible.

As I was waiting, I was greeted by two staff members at REI. They apologized for the wait then explained that the Pinnacle section of the store is run by another group of employees so they couldn't help me with the payment and belay. They noticed that I was visibly upset and tried let the management team know. I didn't get their names but I really appreciate their sincerity and attempt at helping. Their customer service was remarkable!

By 5:05PM, there was still no sign of staff members at the desk. Feeling disappointed and disheartened, I had no choice but to leave. This was my first stop to my Seattle trip, and definitely not...