REI — Local services in Corte Madera

The single worst customer service experience I've ever had. From the moment I called in the afternoon looking for butane, I was repeatedly hung up on. And the online system had problems that made it impossible to have it brought to my car. I have a medical issue and couldn't wait in line so I waited until the line disappeared before they closed and went in after there were people coming out so there was no line. The people at the door yelled at me saying they had to know what department I was going to and then made snide remarks saying "real nice, man", etc. Then several people came around me saying there was a line at the front (there was not). Then they started harassing me for not having my mask above my nose (my issues prevent it). They swarmed around me like the authoritarian mob they are and started saying I had to leave. The manager asked me what my condition is, which is illegal. Then refused to serve me. I held the flimsy cloth mask in front of my nose out away from my nose where it did nothing just so I could breathe, be checked out, and get out of there. While the manager et al were breathing down my neck practically. So they are discriminating based on health conditions at this location and are extremely repugnant people personality-wise. The employees are very militant. They get off on the power they feel they hold. I told a friend about it and he said he had the same experience at this location. It's character...

I visited this REI fully intending to buy a pair of trail running shoes. The shoddy customer service dissuaded me from giving any money to this business. Being a weekend, the shoe section was somewhat busy, so I understood there would be a certain amount of waiting.

What I could not understand, however, is how the employees managed to help every single customer except for me. An obsequious fellow bent over backward to help the elderly lady and two Australian women standing near me, but ignored me entirely, even though I was clearly standing there waiting with a shoe in hand. Then I walked toward another employee, saying, "Excuse me," twice -- loud enough that the customers near him glanced over. He literally walked faster, obviously ignoring me, and ducked into the back room. The third employee I managed to hunt down finally brought me what I needed. The entire experience was so distasteful that I tried on the shoes to confirm fit, then deliberately placed an order for the exact same shoes at the exact same price from one of REI's competitors.

Just because someone doesn't dress in fancy clothes or doesn't act like a big spender doesn't mean they don't have money. I actually spend enormous amounts of money on top-of-the-line outdoors gear because I'm a serious alpine climber, cyclist and runner. And I can guarantee that I will not be spending another penny at REI...

My partner and I went in for a couple backpacks for an upcoming trip and had spent about 2 hours painstakingly narrowing it down. As we were wrapping up, we asked an associate for some input and to make sure we'd considered everything, and to see if he had any input on one option vs. another. Conner was absolutely INCREDIBLE. He went into specific details about our options, pros and cons of each, appropriate sizing for our needs, pulled other options that would be worth consideration, and even pulled out his own personal backpack to look at while we were talking through options. I left feeling completely confident in my decision (a pack Conner pulled out specifically and helped me size), and having been shown all the cool features, best way to pack it for my needs, and was pointed to the packable packs that I wanted to make sure I had as part of my arsenal. Conner answered all of our many, many questions and spent so much time talking with us and giving a number of different scenarios that only someone who is an expert in their knowledge can give. Thank you so much for your time, conversation, and...