REI — Local services in Brentwood

I hate to do this. Truly. I loooooove REI, so this review is specific to the bike department and its management. Purchased an e-bike. Got on the bike when I got home and the seat collapsed thus snapping off the taillight. Whatever. Won't even call an improperly secured seat after its "thorough inspection," strike 1. Bike stopped working after the first day, and I managed to lose the keys in the melee of trying to fix it. Head low, I sulked back into REI w/a broken/damaged bike and no keys. "We can't do anything without the keys" says the arms-folded employee without getting off of his stool. After several minutes of being educated on the importance of locks and how apparently they work best paired with keys, I offered a new idea. "Hey guys. Crazy thought. What if we replaced the keys?" Blank stares. Enter Joyce, the bicycle matriarch. Joyce tells me that YES I will need to get keys soooomehow(?) and best of luck. With this rousing pep talk in tow, I set about determining that the only way you can get new keys is through the store that you purchased the bike from. Strangely when I looked at my REI receipt it said REI. Same address and everything as the REI that told me locksmiths should be open Monday. I phone Joyce. I give Joyce the briefest of backstories on how I learned from Cannondale that while you shooould get it from REI, things "don't always go so well" and maybe contact another dealer and ruin their day with a problem caused by the store who shilled money away from a small, local business. Back to Joyce. "Doesn't always go so well?!?" Absurd she tells me. Then she tells me why- "Pssshh. We totally get replacement keys for people that have lost them all the time from other companies." My emission was a sputtering, cough-laugh mashup. Oh, Joyce. After I inceptioned the idea, she got right on calling Cannondale and the keys showed up in a short few days. Great. Bring the bike back in, and I'm told that instead of replacing the bike they would "prefer" to fix it, because obviously the bike that never worked has been "ridden." I can wait until they're "not so backed up" or I can pay $150 and get the newer, way more awesome model. Sold. Works great in the parking lot, get it home, and the motor defecates the linen. Back the next morning. "Hi. I'd like to return this bike that I bought last night." "Well we'll take a look at it when we're not so backed up." New plan. Let's wrap this up and leave as friends. Employee guy- "Ok, whatever. So your return is going back to two cards." Me- "Apologies sir, but I only have one card in my life." "Well this says two, do you have another card?" "I'm sorry for not having another card, but I still don't. Can you tell me what the $555.55 is for that's likely going to some other shlub's pocket?" "No." "Is there someone that can?" "Yes." Ok now we're getting somewhere! New manager steps in to take charge. He's got this. I can see it in his eyes. "Ok sir! So do you have both cards?" Me - "..." {tear ducts are in the bullpen warming up} After watching some YouTube videos on how to REI the dynamic duo determined that sometimes if you use your phone to pay (which is attached to the only card I possess), it can show up as a different set of last four digits. This process of determining how money works was apparently very exasperating for the less senior employee to a degree that I felt compelled to apologize. "I guess I'm just sorry I paid." "It's fine," he assured me. I'll never not shop at REI, but I think I'll stick to the...

I'm not one to usually write negative reviews, but I just wanted to share the experience I had this morning.

For context, I'm a long time REI member, generally have loved the brand and happily shop there when I have a need. That being said, a store staff member made me re-think my relationship with the brand this morning.

Today was garage sale day, which are always crazy, but I thought it might be a good time to get my girlfriend her first pieces of camping gear as she has been wanting to get into backpacking with me. The store was packed, most good deals were already grabbed, so we were just checking out and trying on 2 jackets we found on clearance. We grabbed the jackets and walked over to the sleeping bags to look at pricings, and I had a couple questions about the jackets. I asked a staff member, a younger gentlemen with brown curly hair, glasses, and was a bit taller, if they price matched with items online. He said they don't.

Okay, no big deal. But then he asked us not to stand where we were standing, to stand more out in the open in the store because apparently people like to steal on garage sale days. He also said the jackets had security tags on them.

I wasn't catching his drift at first, but then realized that he was inferring that we might try to steal items from the store.

I don't know what else to say other than that in that moment, he made my girlfriend and I feel really judged and uncomfortable. Really? We're gonna steal big down jackets? Like how? They don't fit into pockets...

I don't understand why he would assume someone asking a question would have the intention of stealing from the store, especially when I've purchased thousands of dollars worth of items from REI. instead of buying my girlfriend her first jacket and sleeping bag, which is kinda a really cool moment when getting into outdoors activities, he made us both feel really awkward and ashamed.

I rarely care about poor customer service, but honestly, that moment just ruined our shopping experience. I regret having us get up early, wait in line, and go to REI.

I think from now on, we will just buy from cheaper online retailers. If REI is gonna have poor customer service that makes us feel bad for shopping there, well, it's not like REI has the best prices so I don't see a point.

I hope this staff member doesn't make anyone else feel like this. It's...

If you think it's OK to put children in face masks, then skip this review. I understand if you disagree. This is important to me. Most retail places ask that masks are worn by adults and are ok with parents deciding if their children wear a mask. Since March 2020, I've worked hard to make sure my daughter doesn't have to wear a mask up to and including homeschooling her instead of asking her to participate in this ritual virtue signaling. I went to REI looking to return a pair of shoes. I was denied entry and asked to put a mask on my child. I understand that this is the choice of private business'. But it's my choice to speak out against this level of tyranny. People are not asymptomatic, they're healthy. If a healthy human being is out walking around, they shouldn't have to wear a piece of fabric on their face to signal how "good" they are and appease the germaphobes. It's enough that I have to participate in this facade to buy a pair of shoes, I'm not putting my kid through it just because REI wants to be EXTRA compliant. I understand that most people won't get it. That's fine. But for those of you who do understand what I'm saying... I'm going to be taking my business somewhere that still cares about logic and prefers not to live in fascist state.

Update: it took over 6 months to complete my return properly through the mail. They’re still virtue signaling fascists with policy over logic approach. REI sucks. I’ve found much better high quality equipment elsewhere with people who aren’t ridiculous about Covid...