REI — Local services in Lynnwood

I bought 2 matching pairs of Salmon’s for my cousin and myself online. She slipped and fell on the first hike (on a common trail, wearing perfectly fitted shoes) and ended up with 2 bloody gashes that required EMT attention. I returned mine unworn out of concern - a manager was needed to override the 90-day return policy cause the website had not processed it under my membership (members have 1 year to return), which is apparently a common issue. This return experience was fine, no issues.

I asked if I could bring hers back to return as well - she had assumed they would not take her return since the shoes were used. I was told I had to bring it within the next few days, citing the 90-day, non-member policy even though they just processed my return as a member. The manager suggested that I should have someone return them for me when I said I am getting on a flight the next day and will be on vacation for a month, even though I should have 1 year to return them…stating that it was because the 90-day period had just passed? So am I a member or not? I also found this odd because I’d have to send a friend to come in and deal with my order that was on my card, and speak with a manager to explain a situation unrelated to them.

Messiness about the policy aside, I’m mostly surprised at how little they cared about the fact that she slipped and fell wearing their shoes. It certainly warrants a judgment call, and I’m happy to accept the outcome, but the reps didn’t express any concern about her injury and instead said they wanted to make sure they weren’t too used to resell.

I suspect this is something that will be resolved if I bring them in after my trip and explain it again, but this experience just didn’t...

24 year customer, NO MORE. This is very sad that after 24 years of being a loyal co-op member I will no longer shop with REI because….. of my latest 2022 December order and the customer service received. To be as short as possible as to be beneficial what happens was I placed an order let’s just say for $200. It was through the PayPal option the original purchase was authorized through PayPal, received my login and authorization code from PayPal submitted to REI. Well REI somehow was able to bypass the security protocol and then REI got authorization and split the original charge into two separate charges without me being contacted Bypassing my set up security protocol. That lead to contacting customer service department and after two representatives a supervisor. Here lies the problem with the WORK FROM HOME part of the new business structure. When customer service departments do not operate from a office environment their representatives lose the ability to interact with customers/human beings. This supervisor was MORE THAN RUDE, talking over me, not listening to the issue and stating that was just the way REI does things now and they did not need my permission to make two additional charges to my Credit card because the charged amount was the same. REALLY ? Hence why Not interacting with other employees in a human person to person environment, in my opinion doesn’t work and will not ever. Far too easy to lose how we as people should treat each Because if you never interact with someone in a person to person environment how are you ever know how your actions are received ? A phone cannot show emotion, confusion, concern, and disappointment.

Eyes are the windows to the soul.

24 year...

This review is specifically about the REI Bike shop. Dropped off my bike to have several services performed. I was given a date 2 weeks out because they were busy. No issues. The day I was promised the bike back (their paperwork states "promised") I called to ask about picking it up and they tell me that they haven't had a chance to look at it. 2 days later they call me to tell me that I needed parts replaced. The notes clearly stated that if the cost of the parts was below 45 dollars to go ahead and install them. The parts I needed were 42. So, more delays. The bike is finally ready to be picked up 7 days after it was promised to me. I go to pick it up and I noticed that the bike was not shifting correctly. I walk back in and explained what happened. They tell me to bring it back the next day. Seriously? At that point I was beyond done with them.

The biggest issue with this store is that there is no communication within employees. You have to explain everything wrong to 3 different people every time you call. They don't make proper service notes and do not communicate with the customer when delays or issues arise. Then they simply don't care. They weren't rude at all. I'd be lying if I said they were. But they are clearly indifferent and just can't put forth the effort to make things right when they make a mistake. The bike should have been inspected and checked to make sure the work was done correctly. But that clearly didn't take place. Find a local bike shop and give a small business a chance. I've learned the hard way. Won't be taking...