REI — Local services in Hingham

Thought I'd share my happy REI experience from 9/30/24. I am not a big outdoorsy, camping type person, however I am active and love to walk, hike, bike and exercise outdoors so on occasion I will stop in REI to see what's brewing. I have been on the hunt for a really decent walking sneaker and have been in a few times to check out Hokas and Altras which I have never owned. My first visit in a few weeks prior to this, Ashley in the footwear dept, was exceptional in her approach to help me with grabbing a few different sneakers in my size and offered me socks and was super sweet and polite. I did not buy any that prior visit but on this recent visit, 9/30, I knew I had to really commit to buying a pair since I need to walk and needed comfortable sneaks. I encountered Ashley again, which was lucky, and she again, offered to help with pure kindness and offered me socks again, I chatted a bit about what I was searching for and she remembered me from the prior visit and gave me some advice on sneakers and our clearance deals as well. She casually and without pressure, mentioned the membership perks and gave me the small member paper with sign up info and said, if you are interested, and left it at that! I tried on my Hokas and walked around and knew this was it, Ashley also made the experience more positive which helps when making a big purchase on expensive sneakers. I committed to the Hokas and thanked Ashley for her kindness which she returned a compliment to me and I so appreciate her, she is a light in the customer service world, truly. Once at the register to purchase, I was again kindly greeted, this time by Shane, who had nothing but positive energy. He also casually mentioned the perks of the membership and explained it in a no pressure, chill, easy-going manner, so I agreed since it is only a one and done deal then you are a member for life and he explained, as did Ashley, that you get member perks on used/recycled footwear as well and I thought that really works out since I am a walker! I learned that my whole family can use my member number as well to grow my points and I can use the perks on my family for purchases. I got my $30 gift card to use right away and I get 10% back each year on purchases, sounds great to me! Shane mentioned that he would give Ashley the credit towards me becoming a member which I thanked him and was going to request that anyway. Sounds like this is a place where they take care of one another as well as their members. What a lovely experience and we will definitely be back! Also, my Hoka Rincons are fantastic!...

STAY AWAY FROM THE BIKE REPAIR--BRING IT TO A REAL BIKE SHOP!!!

They will replace parts and do work without authorization and charge you for it!!!!

My experience: I brought in my bike to get the Gold tune-up service done and they said it would be completed on Tues 6/3. I received a phone call at 6PM on Tuesday telling me my bike was ready and informing me that my front derailleur was rusted and needed to be replaced and when I picked it up I owed an additional $23 on work I had not authorized.

I don't believe this work needed to be done as I had inspected the derailleur before I brought it in and I believe it was fine. When I asked them to produce the original part for me to see, they couldn't find the original part. I couldn't take my bike without paying, and the manager was out.

The salesperson promised me that the manager would call me to settle the issue, but I have not received a call in the week since I picked up the bike. I'm going to escalate this with REI, but thought that a online review would also help...

OK, I've enjoyed REI for the most part, and didn't wan't to be negative. But, 3 days later, an experience in men's shoes is still living rent-free in my head.

I was not at my best this past Saturday, having just received very bad health news from an immediate relative. I thought it would be better to occupy myself, so off I went on a shoe-hunt. Was I mildly dissheveled? Probably so.

The comment I received was "I thought those might be knockoff Hokas." There's no place for talk like that. None. It's almost a terminable offense.

What was i gonna do, put my shoes on the salesman's feet, who knows what size?

You guys have no F'n right to judge me like that as a customer. Probably soon to be a short-term customer. I expect service like that at Dunkin or CVS, not REI, but it stinks anywhere.

Sorry, but it had to be said....