REI — Local services in Kennewick

I have been a long term REI member with mostly great experiences in the past. Recently I purchased crampons that disconnected and fell apart on Mt. Hood. This happened with both crampons within about a five minute period when descending the mountain. This has never happened to me before and I was not thrilled that the equipment had fallen apart. Unfortunately the center piece that connects the ends of the crampons had disappeared, lost on the mountain. I went to return the crampons as they had fallen apart and shortly after purchase no less. When I returned the equipment, I was questioned about my usage of the crampons and challenged because they had dirt of them - from the mountain I had just climbed. I was told I shouldn’t be using them in rocks or dirt. I explained that on the upper route, there was only a short section of rock, and that other than that I had only used them on the snow, and it was on the snow that the crampons fell apart and disconnected. The associate told me I was out of luck and to call Black Diamond but there was nothing they would do as far as taking them back. For someone who has purchased equipment for many years from REI and only taken back one item ever, this was very disappointing they would not even consider helping me out or empathizing with my situation. It felt like the worker was more concerned with not being able to resell the item (why would you anyways if it is defunk and fell apart). I was also surprised at being challenged by how I used the crampons. There was essentially no care at all that the equipment had fallen apart and I left feeling completely unheard, understood, or cared for. For a company I have put so many resources into in the past, this was extreme disappointing. I really thought highly of REI until this interaction and feel as though there was zero customer care in this instance. In the future, I will be going elsewhere for my outdoor...

I recently started to get into survival gear and was looking for a few things I needed. I bought a lot of stuff at The Bunker but of course, they don't have absolutely everything so I came here. After seeing this store for years, I never even knew what they had. Turns out it was exactly what I needed and didn't even know!

REI has an incredible selection of freeze-dried foods, camping gear, epic water bottles like the Grayhl Geopress and so much more stuff that is endless! Be wary though, a lot of things are very pricey here and you can wind up spending over $200+ a visit like I usually do!

I have bought a lot freeze-fried food, firestarters, a HydraPak water bladder, the Grayhl Geopress, water cleaning tabs, eating utensils, and so much more stuff for me to even list. Are you indecisive about getting the lifetime membership? I suggest you DO get it because it is very much worth it being able to return a lot of things within a year plus so many more benefits for only $30 once!

Every employee I have encountered has been wonderful and helpful. I forgot a particular ladies name, who I thought was from a European country because of her slight accent. She was extremely helpful in every question I had. She helped choose between gear and why she personally would.

I will keep shopping here! I still have a lot of gear to buy and REI has a selection that not a lot of other local stores in the Tri-Cities don't have. It's bad enough we don't have a Cabela's locally. Thank you REI for your awesome service and amazing...

The customer service during my recent visit was beyond excellent. The sales person really took time to understand my backpacking experience or lack thereof and helped me find the right product for what I need. She went so far as to point me towards an Osprey model that was only available online. I have no idea if REI Associates make commission but I hope she gets rewarded for how she went out of her way. In fact, the store closed at 7 pm. I wasn’t aware of their hours. As I thanked her for her help I explained that I also needed to look for a sleeping bag. She politely explained that it was after 7 pm and that the store closed at 7 pm. I appreciated her kindness and all the hiking expertise she shared with me. Add to that the flexible return policy if you’re an REI Co-op Member and I don’t want to shop anywhere else for outdoor gear. Thank you REI for helping me find what I need so I can get refreshed in the great wide...