REI — Local services in Bailey's Crossroads

For context, I've never been to an REI store before - totally new customer. I was shopping specifically for a bike helmet, and visited this store in Bailey's Crossroads with that one item in mind. Shopping experience was great, awesome selection, friendly staff on the floor, and a really nice environment. A sales associate in the camping section informed me about an ongoing deal for new members and politely handed me a piece of paper with terms and conditions. When I went to check out at the front, they asked again if I was a member and I shared that I was not. The cashier accepted that response and proceeded to check me out, but a manager quickly intervened and told the cashier to stop, and then started to talk to me about the benefits of membership and ask me questions. I heard her out, but several times again let her know I was just not interested. This continued for about 5 minutes until she asked me "Can you just tell me why you don't want to sign up?" and I told her I just don't see myself shopping at a store like this again since I have a great local bike shop that satisfies all my needs (except a specific helmet that I wanted!). Unrelenting, she asked where I live (I guess to see if distance was holding me back) and when she learned I have another REI closer to my home, she told me "That location is really nice, you're missing out."

The interaction ended with her informing me, in a bit of a snarky tone, that I could not ever return the item I am buying if I wanted to, since I won't sign up for a membership. REI actually has a 90 day return policy for non-members, but ok. I told her that was fine and I'm simply not interested, and I got another snarky response - "Ok, well good luck on your biking journey then." and she finally let the cashier proceed with the transaction.

Plus, she was being a bit sneaky about the "deal" they had going on, which was if I spent $30 to sign up for a membership, then I'd get $35 off. That wasn't quite true because on the piece of paper that was handed to me earlier, it clearly said that I'd get a $35 gift card that activates the next day. And since I just want this one item, that didn't make sense for me.

I get you're just doing your job, but this was a really off-putting customer service experience and left a bad taste in my mouth. I can understand that selling membership is an important part of the role, but if a customer is telling you multiple times that they're not interested, just let it go and make the sale. It just made the experience awkward. But at least I'm happy...

I rarely take the opportunity to give reviews unless they are just awful. However I think when you receive exceptional service you should write a review as well.

I am here to tell you my story with this organization REI. I have never done business with them and called them out of the blow looking for a piece that goes to my sons snowboard. They asked me the same pictures they sent me pictures back and we found parts that would work. This is where the story gets interesting because I tried to pay them and they declined to except any money. And then offered to pay shipping they said don’t worry about it. But the piece never made it and I called them back to let them know. They apologized LLC sent replacement pieces with a UPS tracking number (which cost more money then regular shipping and mind you they now have done it twice) again I offered to pay for the shipping and parts and they told me not to worry about it.

What they don’t know is I was a former general manager of three ski/golf resorts and currently a volunteer with the national ski patrol at Whitetail ski resort. I am in the business of delivering hospitality and rarely do I learn new trick on how to deliver a wonderful experience. Well the REI group has made me think about how I can better deliver customer service with out worrying about the bottom line. I was randomly looking for the closest Burton dealer to get parts for my sons snowboard. I have not spent one dime at this place of business and they were the closest to me. However I’m here to tell you that now, If anyone reads this message they should support this local business. They are truly running their business because they care about people. I’ve never met any of them face-to-face but spoken to them over the phone. They are absolutely a class act organization and deserve all of our business.

I know Marie has been the one shipping these items and/or Ken and the irony the person who I spoke to over the phone and been texting, I don’t even know his name!!!! You guys are absolutely superstars and you have made me think how better to deliver a hospitality experience to my customers!!!!...

I am retail professional and I have never been so disappointed in a shopping experience as I was here today. This was my first (and last) time in an REI and after nearly an hour of walking around the store (not that big) in plain view of at least 5 employees, there were a total of 8 times I slowly walked past an employee looking for a product that I was not spoken to or acknowledged. Coming from a background in luxury retail, I expect to navigate a store briefly before being greeted by at least one employee asking if I need help finding anything / if I’m looking for something in particular. On 8 different occasions I was blatantly looked at and ignored by staff here. It was only after the first 20 minutes of wandering that my partner brought an employee over to answer questions. Even at this point, the employee barely spoke to or looked at me (even though my partner was not the one shopping or with a product in hand right in front of the employee). I am shocked and appalled to so aggressively be made to feel as though I don’t belong someplace. Being ignored and aggressively profiled in a reputable store (that I’m in for the very first time) is not only disappointing and infuriating, but also deeply saddening. I sought out an REI store on the brand’s recommendation from a friend, and I walked back to my car choking back tears. As someone who has recently been introduced to camping and backpacking (and arrived excited to set up a membership account), it would have been really nice to have a touchstone storefront to return to for many wares in person—but after such a devastating reception from the staff here, I don’t think I’ll be inclined to return. I don’t know if the lack of reception had to do with me being a black femme, but even worse if that’s the reason.

Edit: note that at the time, there was hardly anyone in the store and the aforementioned employees were not with...