REI — Local services in Medford

I’ve been a loyal customer of REI for years, but my recent experiences with the store’s management have been incredibly disappointing. The level of incompetence displayed by the management team has significantly impacted my shopping experience.

Firstly, there seems to be a severe lack of communication and coordination among the managers. On multiple occasions, I’ve received conflicting information about product availability and store policies. This inconsistency is frustrating and makes it difficult to trust the information provided by the staff.

Secondly, the management team appears to be unresponsive to customer concerns. I’ve raised several issues, including product defects and poor customer service, but my complaints have been largely ignored or inadequately addressed. This lack of accountability is unacceptable for a company that prides itself on customer satisfaction.

Lastly, the overall atmosphere in the store has deteriorated. The staff seems demoralized and overworked, which I believe is a direct result of poor management. It’s clear that the managers are not providing the necessary support and leadership to ensure a positive working environment for their employees.

In conclusion, the incompetent management at REI has significantly tarnished my perception of the brand. I hope the company takes serious steps to address these issues and restore the high standards that customers have...

I am compelled to share my recent, deeply frustrating experience at REI, which will be my last with this store. After calling ahead twice to confirm the availability of a specific bike rack, I was reassured by the staff that the item was in stock. Trusting this information, my partner and I traveled from three towns over, only to face a series of disappointments.

Upon arrival, it became evident that the communication regarding their inventory was inaccurate. Not one, not two, but three employees were involved in a fruitless search for the bike rack which we had been assured was available. This search included endless checks of their online inventory system and referrals from one staff member to the next. Meanwhile, my partner and I located the rack on display (the one that the employee had mistaken as in stock), only to be told that the display model was not for sale.

Rather than rectifying the situation, the staff attempted to sell us alternative racks. This experience underscores a pattern of disappointing encounters with REI, characterized by poor management and customer service. I had hoped for a resolution that acknowledged their oversight, but instead, I left the store with my issue unaddressed and a resolution to not return.

Fortunately our visit to Public Lands offered a plethora of information and helpful...

I have been an REI member for more than 30 years since 1994. REI has been my go to outdoors product shop both online and in the many places I lived across the US. I am fine paying more at REI than competitors because I respect that quality staff costs money to attract and develop. My experience at this store has been spotty, but generally disappointing. The problem comes down to lack of concern for the customer. The biggest disappointment was buying a hiking shoe. The fitting started well until an older couple came who were clearly a higher priority than me for the staff member who ignored me for the next 20 minutes. I ended up settling for what I bought and left disappointed. I read a few other negative shoe buying experiences and my experience is inline with a problem at this store. My advice to the staff at this store is do not be complacent and give customers genuine care that REI as an organization had staked its reputation and ability to charge a premium. The lack of any response to reviews says a lot for what the REI culture has transformed into. Edit: my review has been posted for months, other reviewers have reacted in favor of my review, but not a single response from REI corporate or local? Staff. Silence says a lot about REI culture of lack of concern for...