REI — Local services in Silverthorne

I have been an REI customer for over 30 years. I went into the store with my son today to buy him some very expensive trail running shoes. We were both wearing bandannas over our faces as we enter the store. While waiting in line in the shoe department, my scarf had fallen just below the tip of my nose. Immediately a young female employee came up to me and demanded with an attitude that I am mediately put my mask back over my nose. A bit startled by her attitude And failure to politely ask me to do so, equipped back that I was sorry and that I didn’t want to kill anyone by having my mask fall below my nose. Of course I adjusted the bandanna to cover my nose immediately. This REI employee then proceeded to ask me if I had a problem? I simply said to her, I do not have a problem unless you continue to speak with me as I have already adjusted my mask and need no further input from you. She then claimed that she and her staff felt uncomfortable with me despite the fact that she was standing alone with no other employees nearby. Keep in mind that I had already adjusted my mask and said little to nothing to this individual. She continued to berate me with the same question over and over again if I had a problem. I said nothing to her. She then reminded me that she could have me escorted out of the store despite the fact that I was now ignoring her. I then decided to turn my back to her and continue to wait my turn for assistance in the shoe department. She told me she could have me escorted out of the store and asked me to more times if I had a problem to which I said nothing in an attempt to defuse the situation. It was abundantly clear that she wanted nothing more than to evoke a negative reaction from me so that she would have some sort of justification for asking me to leave the store. This was the most unprofessional behavior I have ever experienced in an REI store in 30 years. We all have concerns right now with everything that is going on in the world today and we’re all doing our level best to deal with it. Nobody should be verbally accosted and made to feel so uncomfortable when trying to simply shop for a pair of shoes. I shared my experience with one of the managers at the front of the store and they seemed indifferent simply reminding me that the county had an ordinance requiring the use of face coverings in indoor public places. I indicated to him that I was very aware of this and that I was treated extremely unprofessional he and verbally assaulted by his employee who purposely tried to get me to respond in a way that would give her a reason to kick me out of the store. To her dismay I did not take the bait. Frankly this girl should be fired. All she had to do was politely ask me to adjust my face covering back up over my nose. Had she done that everything would’ve been just fine but she chose to try everything she could to purposely upset a customer in an attempt to kick them out of the store. To REI, don’t forget your customers are...

Wow! I was blown away by the customer service at the Dillon store. Tim is the best (Bike Service Department)! After being turned down for service at a couple of local bike shops, without them even looking at the bike first, apparently due to insurance purposes (level 2 E-bike) we decided to give REI a call as our last hope. (Mind you, this was not an electrical fix, this was strictly a chain suspension repair.) Justin told us to “bring it and they’d take a look.” Well, at least they were willing to take a look, I thought. I went into the store and approached Tim. I told him that I just spoke with Justin a few moments ago and wondered if he could take a look at the bike while still loaded in my car, curbside, just in case it was a no-go. He came out to the car with me and said, “Yeah, we can fix that. As a matter of fact, I think we actually have the part that needs to be replaced, in stock”. He unloaded the bike from my car (it is NOT light) and wheeled it into the store. I mentioned a few other things that I thought might need repair or replacement like, brake pads. He said they would check everything and quoted me a price that was more than fair. I offered him a gratuity for his help, knowledge, and exemplary service but he refused to take it saying it was against company policy and accepting it would not be worth his job. I certainly hope REI Considers changing their gratuity policy. It’s not as though they prompt me to leave a gratuity when I pay for an item or a service at the credit card terminal. Everyone is working to make a living and exceptional service should be rewarded. On top of that, it is very expensive to live in this area. Next time, however, REI will be my FIRST choice when considering ALL of my “outdoor”needs, including bike service. We have been REI members for years. I thought I would need to go to a “bike shop” specifically for an E-bike Service, but I was wrong. Thank you, Tim and Justin! You certainly are...

Went in recently to spend a ton of money on Patagucci luggage. While trying to unzip a zipper, I noticed a security tag placed (carelessly) on the zipper itself so as not to allow it to function. I understand if they didn't want to puncture the main fabric of the bag, but this was just silly.

I then waited ten minutes before an employee walked by. I had to stop them as they clearly avoided eye contact, even after we had made it. I showed them the problem, told them I wanted to buy an entire set of luggage, and asked if they could help me with the zipper/security tag. They asked me if I was a member (irrelevant) and when I said yes, they quickly said "I'll be right back". 20 minutes I waited before I walked the bag to the front counter myself.

The person at the counter took care of me right away, but then asked me if I was a member. Again, irrelevant. Whatever happened to them asking about you, or the product you were holding, or asking you where you're going etc? Now they just want to know who is and who isn't a member.

I would have bought the bags from them that day, but their pushy membership sales tact really put a bad taste in my mouth so I left with my money in my pocket. I'll shop direct from now on, let the MFG make the profit. REI used to be a good place to at least "see" a product before buying online. Now they are mostly just a waste of everyone's time and money.

I do plan to go in again however, and tell them I have "questions" about being a member, before inquiring about any products. Yes, like a test. I have a feeling they treat non-members very differently. I have heard REI employees say "$20 in the drawer, no product out the door". Now I understand exactly what that means. They went from selling outdoorsy products to selling outdoorsy memberships.

I have also heard it said among employees that REI stands for Return Every Item. I wonder if they'll return...