REI — Local services in Fairfax

Wish I could give them 0 stars! We have always been loyal customers (for like 30 years) but will no longer be buying anything from REI. In August we bought a kayak. My husband called one morning to make sure that our order had arrived and that they would help me attach the kayak on the roof with the Thule rack and attachment we also bought, before I drove an hour to pick it up. He had to work so I brought my sister-in-law and niece with me to pick it up. When I arrived not only was everything NOT there but Craig (the manager) was so unbelievably rude it just blew me away. He also refused to have anyone at REI tie down the kayak for me. They do offer this as a paid service so it’s not that he couldn’t do it, he wouldn’t do it - even though one of his employees said that it would not be a problem. We spent about $1500 on this kayak + assessories! And they could not eat the $35 - even after their employee told us on the phone that they WOULD attach the kayak to the roof for us.

I then spoke with Gretchen who said she would discuss it with the store manager, Kristin and Craig and get back to me. A months went by and I finally had to call them. I thought that they would do something to make it right but all they did is offered me a $20 gift card. This did not even begin to compensate for my experience. On the way home the kayak was falling off the roof and we had to pull over on route 50 to try to attach it. And then while on vacation in Maine we had an incident where the kayaks fell off our roof because I had not assembled the Thule attachment correctly. I just got an estimate a couple of days ago and the damage is $4300 to our car. It is going to take the autobody shop 10-11 days to fix –we just went and picked up a rental car.

My husband noticed that a black piece inside of the Thule attachment was missing. After I had put the Thule attachment on myself I had even asked Craig if he would come out and just check and see if it looked like I put it on right, but he refused. 😢

I am just so unbelievably disappointed that they are refusing to make this right!! So sad. And the worst part is that Craig is still there - there were no consequences. He had basically told me that I was lying because he had asked the employees if anyone had called and they all said ”no”. I just found out this week though that someone did end up confessing. I totally understand them not being willing to admit it at first. Craig is so intimidating. If he treats the customers like this – how do you think he treats the employees? He is in the...

My husband & I shopped at the Fairfax REI on Sunday, 23 May 2016. Parking was a challenge. After driving around the block once, I was dropped off at the front of the store as my husband continued in search of parking. He parked in a lot behind the building. *We went looking for new running shoes for me. The department was very busy. It took me a bit of time standing around after we picked out the shoes to get the attention of someone to bring some out to try on. To be fair, the woman working the section was constantly on the move between customers. We were pretty much on our own with figuring out the best shoe style and fit. Once we got our turn, she was quick to bring us shoes. I'm thankful we thought to ask for several sizes right off to save us on waiting and the woman on extra trips. Wish I'd gotten her name to include in positive comments. *It turned out to be a huge sale week. *The prices seemed comparable to prices elsewhere & online. Plus with the sale discounts and if you have membership points/$ saved up, you can get an exceptional deal. I didnt want rush just for the sale and not be happy with the shoes. In the end, we decided to wait on the shoes. We purchased items from the bicycle department and still saved a lot of money. Negative: For women who have excess weight they want to work off and richly endowed in the bra area, it is difficult to locate large enough cup size bras that keep everything immobile during a workout. This store does not have choices for this need. To get the weight off, I need to exercise. To exercise, I need the proper equipment. To have the proper equipment, I need a reliable source to meet my need. Going up in number doesn't mean it automatically fits a larger cup size. Sorry to say REI stores and their online shopping doesn't provide large enough supportive cup sizes. To be fair, very few stores do. Nagative: All the parking is to the rear of the building with the exception a a few of along the curb in front. Construction was going on in the rear and it was a rainy you day. It would be a pleasant addition if they add an entrance at the rear. *Overall: Though it's about 45 min drive away for us, it's still the closest REI. We will continue to make this one of our stores to shop at. They have an overall good selections...

20250214 I haven't been here in a long time. I stopped by hoping to find a nice pair of walking shoes that I like. The sales employees at the shoe department are sooooo nice and helpful, and polite, too! I pike the pair of hoka, but the heel felt lose and I didn't see a color that I like.

3 years ago...I really enjoyed my visit today. I went to REI to exchange a pair of hiking boots for a different style and to pick up my order. I dropped the boots that I was returning at the register so that I don't have to carry them around while I get the boots I want. Eva helped me and she was so friendly. She kept the boots behind the register while I shop at the shoe department. Harry at the shoe department helped me. He brought out the only pair of boots in my size that they had in stock. I found something that looked like imperfection on the boots and decided to order it online, and I told Harry that my OCD kicked in. I didn't feel that he judged me. Harry confirmed that they could order them at the register, and then he disappeared... I waited for him to come back out from the stock room because I didn't want to leave the boots out. He then returned with a small form completed with info on the boots that I want to order!! Wow!! Now, that's customer service! I didn't even have to ask. Impressive! I returned to the register with the form that Harry gave me, and Eva was ready to assist me. She did the boots return, got my pick up order and ordered the new boots for me. During the entire time, we chatted about the products and I suggested that REI should have a customer satisfaction card that the customers can fill out, and reward employees based on the customer feedbacks. I wish REI has that because the service I received today from Eva and Harry was exceptional. It was a great shopping trip! Thanks, Eva, Harry...