REI — Local services in Hampden Township

I wish I could give 10 stars. That’s what this REI deserves.

I was driving back to Asheville NC from the Poconos. My brother had installed crossbars and a jhook to carry my kayak (see pic). A couple of hours into the trip, cars were honking, flashing their lights, and pointed to the roof of my car as they passed me. It looked like my kayak was falling off the rack.

I first stopped and asked for help in Bethel, PA. The workers at a Quality Inn there and a nice police officer made sure my straps were secure, but it just didn’t do the job.

When I exited in Mechanicsburg because people were still pointing to my roof, I decided to go to a police station. The police officers did what they could to help secure but they said they weren’t experts. However, they told me there was an REI a couple miles down and to have it checked there. Am I glad I listened to them!

I went up to the register and told the cashiers about my situation. One cashier called Cody from hardware who just happened to be a kayak expert. He runs the Adventures Explorations in Hershey (found this out as he was helping me).

Cody took the j-hook off, it was not even needed and properly secured my kayak so I was no longer scared to drive with it on. He really took his time and even explained to me how to secure my kayak for next time.

I was not a paying customer. I was a passerby in need of help. The people here are top-notch. They have the values of kindness, generosity, and compassion. All stores should be like this. You’ve made a customer for life and I am sending everyone I know to REI!

P.S. And what are the odds of me happening to exit in Mechanicsburg, the only place in PA besides Pittsburgh and Philly to have...

We absolutely love REI and have been to many different locations around the country. My first time to the Mechanicsburg, PA store, which is over an hour from my home, was bad and we will not be back. One of the main reasons we shop with REI for almost everything outdoor is their incredible return policy for members. I requested to return a pair of trail shoes I tried out and didn't like. The shoes were worn twice and had some (very) dried dirt on them. I did brush them off and try to remove as much dirt as possible, but honestly didn't worry about it too much because it's REI and I have never had any issues returning anything. The person at the cashier looked at the shoes, turned to their manager and then turned back to me to say they would not accept them and that they only accept clean returns. I asked why it was a problem for them when there have never been any issues at any other REI we have ever been to. They didn't have much of an answer except to say it's in their policy and it's so people don't return soaking wet, muddy items. These shoes were not soaking wet or muddy, they had a little dried dirt. We walked out and will never be back. Do better...

Probably the worst experience I've had at an REI store. I dropped off my bike on Thursday for a tune up and to get it packed for shipping. I said at the time of drop off that I needed it by Sunday. I called on Sunday to check on it and they said it should be ready because they just started service. I reminded them that it had to be done that day and they said to come close to the end of the day. I showed up at 5, since it closed at 6 on Sundays and they had yet to start packing it. Took them a full hour and 15 minutes to finish the work, meaning we were waiting in the store until past closing time for the bike to be done. The bike box was also substantially larger than my bike and I had to ask for them to pad the extra space since they did not originally. Overall just really upsetting and a very unprofessional job for one they had 4 days...