REI — Local services in Huntington Beach

Member Since 1993. Very Unsatisfied in the way REI has cut back on customer care over the years. My wife was never "100% Satisfied" with the bike I purchased for her only being available in one size and the color she wanted was out of stock but we still kept the bike and made it work. REI rarely discounts bikes anymore and after waiting forever and that never happening I proceeded with the purchase of the bike for my wife. So you can understand my frustration to see not very long after the initial dissatisfaction of the bike purchase of course now that brand of bike is now being discounted. I would have thought I could get a credit back especially if it was with in the supposed "1 year" "100% satisfaction guaranteed return or exchange". Need less to say I found out that's not the case. During a call with the store manager regarding the dissatisfaction of the bike I purchased for my wife and asking for some kind of credit back and It was explained to me by the manager since we're past the 14 day price adjustment period we don't qualify for a credit. She also stated to do a return even though we are with in the "1 year 100% Satisfaction return or exchange" period, as she put it, "it isn't in the Spirit of the Co-Op". Which means they really don't stand behind everything they sell and it really doesn't matter if you are not "100% satisfied with your purchase", you can't always exchange or return even if it's within the "1 Year" period from purchase. I wasn't even trying to return or exchange, I was merely asking for a credit back from the difference between sale and purchase price whether it be monetary or store credit. I have to say the "Spirit" of the co-op has definitely changed in the last 30+ years I've been a member. There was a time when you could get a prorated or even full refund for a return item years later after purchase. To me it makes no sense to have a "100% Satisfaction Guarantee" if you're not going to stand behind it and the nerve of the manager to tell me "it's not in the spirit of the co-op to return the bike". There is absolutely no reason why I should be denied a return or exchange for an item that's with in the "1 Year - 100% Satisfaction Guaranteed" period, no reason...

Had a pretty bizarre experience today with the manager, Heather, being extremely aggressive and rude. I recently purchased a Black Diamond harness about 4 weeks ago. Its on sale for 25% off now. I was there to pickup an order I purchased online and while I was there I figured I'd see if they would price match the new discount. Anyways, turns out their policy is only to price match for two weeks, so I missed the cutoff by about 2 weeks. I simply asked couldn't I just return it and rebuy at the new price if its within a year? She very aggressively and condescendingly said that it wasn't the 'spirit' of the policy, which is fair, but I figured being honest was better than returning the product and rebuying a new one, leaving them with a used product to deal with. Historically I've had great customer service from REI so I figured it was worth a shot. I was hoping they would make an exception when I brought it up, but a simple no I would've accepted. Instead she very aggressively said they would match the price, but would make sure to make a note on my membership. She was attempting to intimidate me with a thinly veiled threat of abusing the return policy on my membership. I don't really like confrontation, but I think it is the most rudely I have ever been treated as a customer. Because of her behavior, I went through with the price adjustment and she mentioned making the note three more times to really hammer the threat home. If she would've just simply said no, that would've been fine. I would've kept the harness at the price I paid rather than jumping through all the hoops to return and have to rebuy it, but her behavior toward me has really left a bad taste in my mouth about REI. This was all over $16, an inconsequential amount, but I contemplated going back to return the harness entirely and the items I had just bought because of the experience. I've always loved REI and recommended it to everyone I know, but this experience has me seriously rethinking that and I think I'll be doing more online shopping in the future. This location has the worst reviews of any REI in the area and it seems like others have had very similar experiences to mine. I suggest going to...

Great store, but overly sales focused staff—not customer experience oriented—really ruin the experience. I’ve only been to REI a few times, never really for myself. But now I’m shopping for a trip and just need the basics, but on multiple occasions I’ve had the staff force products and their membership onto me to purchase. I’m in sales, I get it, especially when you get commission. But when you force a membership onto a customer after they’ve said, “no,” more than once, that’s no longer a sales pitch, and frankly it turns customers away from joining. A staff member today was ready to add $30 to my total for a membership I never said yes to, because another member told him I was interested. I was not. He asked me if I had any questions before he was going to scan it, and I said, “oh, well I’m not sure I want to join today. Is it $30 up front?” And the staff member said yes, so I simply said, “no thank you, but maybe if I start shopping here more often I’ll look into it.” The staff member’s reply? “Oh well why don’t you just join today?” while proceeding to pick up the scanner to add the membership to my purchase. So I had to again, tell him no. To which he continue to try and sell the membership, and finally gave up when I said my dad shops here too and I gave him his number. My most recent encounters with the staff here have made my experiences uncomfortable honestly. I shouldn’t have to explain to you in detail why I’m saying “no.” No means no, leave it at that. Not sure I’ll be revisiting any locations and will probably just shop online to avoid commission hungry employees. I’m not sure what the incentives are, but boy REI, your employees really press that membership and even merchandise onto guests. What will really keep customers coming back isn’t a membership, it’s good...