REI — Local services in Carlsbad

The old Encinitas store was awesome. The new store isn’t.

The men’s and women’s apparel sections were clearly divided and equal in size at the old location, with footwear dividing them clearly. In the new store, from the entrance, can you see where you need to go for menswear? Womenswear? Nope. No overhead signage. Additionally, there is no clear boundary between menswear and womenswear. In a retail clothing store, even if there was no boundary, it would be clear by the styles of clothing what is what, but with green jackets and grey hiking pants fitting both sexes, it’s not clear where I am. After deeper exploration, the women’s section is on the right, and men’s on the left, but they weren’t given equal area, with the part of the floor farthest away from the women’s section (or in other words, deepest into the men’s section) you find the garage sale resale items for men and women. So women must venture through the menswear to find it. This is inefficient and disorganized. Furthermore, items seem to be organized by brand. So everything Patagonia is together. Well, what if I want pants? Pants are not together, so I must go kiosk to kiosk to see the various brand offerings side by side. Terrible. Jackets are scattered throughout the store, rather than in an area for jackets.

The knife display cases were downgraded. Now they have fewer items on display because half the cases are single level. Therefore there are no multitools you can put your hands on. And the two displays are at the end of two isles and therefore separated. Knives should be next to knives.

The isles are too close to each other, making it hard to crouch to reach something. Your back will literally be against the opposite shelf. Now what about two or more people shopping in the same isle? Impossible. So now if someone is in an isle, I’d rather find somewhere else to be until they clear out. Rather than having 20 duffel bags or 20 first aid kits of the same time type occupying a shelf, have what might sell in a day and reduce the number of isles so people can walk.

Honestly, I hate this new store. It needs to be totally reorganized. I recommend putting menswear and womenswear on opposite sides of the store, and having bikes and hiking gear in the middle clearly separating them. I will shop in the San Diego store until that changes....

I have been shopping at REI since it was Adventure 16 in San Diego. We have been “members” longer than I can remember. Today’s experience may have changed all that. My 17 year old daughter and I stopped in to pick up a hydro flask. We were stopped before we went in by a woman who gave us a grilling about why we were there, we’re we members and wanted to know if we new exactly where to find our item. Before we got to her we saw the big sign saving to shop we had to wear a mask. We are both vaccinated but had masks with us and on before we even got to her inquisition. She told us to go ahead in. Store had very few people in it. We went right to what we wanted that was right by the register. The cashier greeted us as if we were some kind of offenders , was totally unfriendly and downright nasty attitude.?first demand was regarding our membership. We paid and she demanded more than asked if we wanted a paper or emailed receipt. We were 10 feet and we’re offended that we would even consider shopping . No problem. After 35 years, that won’t happen again. BtW the mask thing seems to be their policy not the city, states or countries. We did it to be compliant but they really need new jobs if they feel the need to offend and shame people who come into their business to shop.3 employees from the door and I said I didn’t need one but that ypu. She then barked “ well you have to pick one or the other or else you can’t take that out of the store” I’m sorry, what? I roll the paper. Walked out and both my daughter and I were stunned. We interacted briefly with 3 employees ( one seemed to be making sure no one was shopping where they weren’t supposed to be) and all...

This is specific to the bicycle department. My husband and I have had our bikes tuned up and had occasional tire repairs done here. In the past, the service has always been great. The team members are friendly and knowledgeable. Our last trip was the complete opposite. The gentlemen helping was rude to my husband when he brought his bike in to have a tube changed. He was quoted a price and told he couldn't do it right now. In the past they have done it on the spot and it has taken less then 5 minutes. But no big deal. My husband told me the price quoted, and I was surprised, they were charging him more than double what I had paid for the same service less than a month ago. I had not been charged a service charge, and I only had to pay for the tube itself. So my husband returns to pick up his bike and brings cash for the transaction. When he is rung up, they tell him it is actually more because he quoted the wrong price for the tube (again, I just had his other tire tube replaced a month ago for the lesser priced tube and no service charge). Well, now my husband did not bring enough cash and they would not honor their original quote. We wont be using them for their bike service department after this, but all other...