REI — Local services in Manhattan Beach

Resupply store not compliant with CA laws For the Resupply/Garage Sale Store, they fail to comply with California Civil code 1792.4, which addresses the requirements of "as is" sales: "(a) No sale of goods, governed by the provisions of this chapter, on an “as is” or “with all faults” basis, shall be effective to disclaim the implied warranty of merchantability or, where applicable, the implied warranty of fitness, unless a conspicuous writing is attached to the goods which clearly informs the buyer, prior to the sale, in simple and concise language of each of the following:

(1) The goods are being sold on an “as is” or “with all faults” basis.

(2) The entire risk as to the quality and performance of the goods is with the buyer.

(3) Should the goods prove defective following their purchase, the buyer and not the manufacturer, distributor, or retailer assumes the entire cost of all necessary servicing or repair.

(b) In the event of sale of consumer goods by means of a mail order catalog, the catalog offering such goods shall contain the required writing as to each item so offered in lieu of the requirement of notification prior to the sale."

The store attaches a label stating the following on some items "This item is being sold "as is". We make no warranties about this merchandise, either expressed or implied. All sales are final"

This label addresses 1792.4 (1), but fails to address (2) and (3). (b) is not applicable in this case. (2) and (3) are also not addressed on many items without those labels.

I reached out directly to the store and corporate in April 2022 to address this issue, but it has not been addressed.

Consumers need to be aware that REI's failure to comply with the labelling law exposes REI to liability for purchases that fall under CA Civil code 1791.1 (implied warranty of merchantability)-ie if a label says "complete" or "it works" etc, there's an implied warranty of merchantability, regardless of what the rest of the label may say-that cannot be waived by law except as provided by law (ie, 1792.4). This failure is ripe for a class action if any lawyers are reading.

While REI may not side with you on a potential return/refund situation, your credit card company likely will.

Attached are pictures of 2 "complete" bike racks, one of which is clearly short a significant amount of hardware. The last picture is of the item tags that fail to meet the...

Are you a new skier looking to invest in boots? Skip the resort shops and come to REI MB!!!

I am a new skier (5 days total in my life!) and was told that getting boots is the move to make the experience more comfortable and improve my learning. I came to REI skeptical about what the experience would be (I have only shopped here for running and hiking stuff) and what the inventory would be (mountain shops have a LOT of brands, how could a beach city store compare)?

I went to the back of the store, where they have a fair and organized system going for boot fitting. They write your name down and give you a buzzer (It is kind of like a deli counter, come to think of it). I got help from Joe and he is a BOSS! His knowledge and love for the sport really shines through. He was so patient and upbeat when working me...I was extra appreciative for that, because I came at 3:30pm (near closing time) the day after Christmas, and I am a beginner who asked LOTS of questions. Oh, and he fitted me and my fiancé at the same time. So, double the love for Joe!! It took 90 minutes for us to get sized, try on 2 pairs of boots each, try on different insoles in each boot, get insoles cut and fitted, and check out. He said they normally expect 45-60 minutes per customer, so I was grateful he gave us nearly 2x of his valuable time and expertise.

Because I am new to the sport, every person I interact with at the rental shop, the lifts, the mountains, and store has made a lasting impression on me. If someone is nice and shares some positive vibes with me (a simple “just be safe and have fun!!”), it makes me excited to stick with the sport and I feel less nervous / self conscious about being a newbie. Of all the skiers and snow lovers I have interfaced with this year, Joe is the person I have spent the most time with and gotten the most help from. And let me tell you, he gives off the vibe all of us newbies want to feel: encouragement, enthusiasm, lightheartedness, and support!!

I left the store feeling empowered and excited about my future as a skier! FWIW, I went for the Dalbello Panterra 75W GW LS boots.

THANK YOU JOE, and...

I am writing to share a disappointing experience I recently had while attempting to exchange a pair of Altra hiking shoes at your store. The shoes were only two months old, but they did not fit properly and the soles were already wearing unevenly. I explained to the associate, Noel Anthony Apuya(169019), that I simply wanted to exchange them under REI’s 100% Satisfaction Guarantee policy. Instead of helping me, Noel told me the shoes should have been returned immediately when I first felt discomfort. I explained that I thought they just needed to be broken in. At that point, Noel began asking me a series of personal questions that felt more like an interrogation than customer service, such as: What kind of socks do I wear? How many hours do I use the shoes? How many items have I returned to REI? Do I own other hiking shoes? After this, Noel informed me that my shoes could not be exchanged because they had already been used way too much. When I reminded him of REI’s return policy—which allows returns within one year for members—he said he would “tag” my account because I “might have done this many times.” Upon checking, he could only find that I had exchanged a single pair of Keen boots in 2014, when a lace hook broke. Noel further suggested that I take my business elsewhere and even recommended I shop at a competitor, Sport Basement in Long Beach. While our conversation remained calm and civil, I found this interaction humiliating, dismissive, and far from the supportive service I have come to expect from REI. I believe Noel would benefit from additional training in customer service—specifically in how to respectfully handle returns and avoid discouraging customers from shopping at REI. I have always valued REI for its cooperative spirit, excellent gear, and strong customer support, but this experience has caused me to reconsider where I shop. Thank you for taking the time to review this matter. I hope REI will take steps to ensure that future interactions with customers reflect the company’s stated values and commitment to...