REI — Attraction in Winter Park

How grateful I am of the refund on a nonrefundable item that was unforeseen as an unusable damaged item which should have never been allowed to be sold.

The left strap strap under inspection was connected and secured to its counterpart. It was unseen during “inspection“ to make sure the strapped strap still worked properly when being worn - as it is with the product, whose name is “shoe”.

It is an asinine expectation for a customer who can clearly see that the Velcro “works“ Except of course, if you need to WEAR the shoe which only the birthday boy would be able to do on his own not the one purchasing the item.

Having tried on the right foot to share with kids so to make the final decision to purchase the nonrefundable item on sale, I was scolded by the desk to never make that mistake again for it is on me that the damaged shoe needed a repair which the ticket said.

The ticket was removed a week ago when the gift was given to the birthday man because who leaves tickets on gifts, especially when they’re oversize ugly sale tickets?

A damaged item should never be put on the floor to be sold or resolved. I bought a dress, and I saw some cycling shorts that clearly had stains on them, which said it on the ticket, but did not say it as the ticket only said they were worn once , but since I didn’t have the ticket, my scruples were questioned

This is how Customer Service should go. One should not be made to feel scrutinized when an item has a hidden yet damage fault to it.

This is where I shall school REI. If you have a damaged item, you should have a color tape on the part that is damaged and clearly state that it’s BRIKEN so people know they are buying a damaged item and not have to drive 5 miles back to the store to return a birthday gift that was meant to bring joy to somebody not...

I've been an REI member for years and years. I know well their quality products and good customer service. Before my recent, winter trip to a destination well north of the Arctic Circle, my husband accompanied to REI for needed clothing and supplies. Since then, on several occasions I have overheard him tell family, friends and acquaintances how impressed he was with REI. He describes my experience as almost having a person shopper while there. He said the employees were kind, patient and willing to search in the back for alternate sizes when it would have been easier for them to just tell me they were 'out of stock'. They did find, in the back, the sizes I needed so, I appreciated their efforts. I agree with my husband's account of our store experience, but I was not surprised as this is the service I am used to at REI and at this location. One item I had to order. UPS lost my package (they admitted to this). As my trip was in two days I had to call REI's main customer service number. I immediately reached a human being who was articulate and helpful. They overnighted me my product and emailed me a shipping label in order to easily return the original...if it ever arrived. Even their national customer service personnel are excellent. REI is an outstanding company with a long history of quality products and service. The Winter Park, FL location upholds this pattern. Many thanks. You are my go-to store before any adventure...and now you are my...

Dear REI Team,

I want to share some honest feedback about my experience at your store. I truly believe REI carries some of the best gear out there — your products are top-tier, and as someone getting more into hiking and camping, I’ve been excited to shop and learn more.

Unfortunately, every time I visit, I walk out feeling more discouraged than inspired. The store atmosphere just isn’t welcoming. I’ve tried asking questions and showing genuine interest in learning, but the employees often come off as short or uninterested. This isn’t a one-time issue — it’s been consistent with nearly every visit.

Most recently, I interacted with an employee named Angelica. I hate to single anyone out, but she was about as disengaged as a person could be. No energy, no real effort to help, and definitely not the kind of experience you expect from a brand like REI.

I work in the trade show industry, where customer service is everything. I know what it’s like to work long hours, but I also know how far kindness and attentiveness go. When people spend good money — and let’s be real, REI isn’t a budget store — they deserve good service, too.

I hope the store manager takes this to heart and has a conversation with the team. I can’t be the only one feeling this way. Treat people like they matter — it makes all the difference.

Thank you...