REI — Local services in Upper Merion Township

I came in to do returns, and was surprised to learn how returns work with the membership. REI deducts money off a later refund, for a totally different item, for having used an earned reward issued earlier in the year. I didn’t know that so asked why the refund was less than what I paid. The woman at the register was really nice and helpful, and even though I had let it go and moved on (ex. I wasn’t arguing about the refund/rewards; I just said this wasn't common practice; but she still thought she was potentially unclear and also, didn’t want me to leave feeling a certain way—to which I said she was explaining everything well, and if that’s how it is, that’s how it is), I think she felt bad and more than once, at different times during the return, insisted that I talk to the manager, Jon. She said that REI is really open to feedback, is making changes, and wants to hear things like this from customers, and thought I should share feedback with the manager. After several "no, it's okays" from me, I reluctantly said okay, but when the manager came out, he arrived on the defense. He only got increasingly defensive from there, behaving as-if the REI-requested feedback was a personal attack. I calmly said a few times that I understood what he was saying about how rewards work (that you have to essentially pay them back), but I don’t think we’ll likely see it the same way. Finally, at the end of the chat, after he said (without prompting) “yeah, we’re not going to change anything [based on customer feedback]”, because he was so agitated, I informed him that I wasn’t complaining and hadn’t even asked to talk to him, that the woman at the register insisted I talk to him. He then just sort of shrugged, helped someone else, and walked away. No apology; didn't care. Also at the end, understandably, I said that this wasn’t a pleasant interaction and his response was, “yeah, I’m in the same boat.” Horrible empathy and customer service. As for the cashier, I know that she was only trying to help and unfortunately, it backfired. But the manager, Jon, on the other hand, was combative and unprofessional.

Side note: Jon also said “when you buy something, we’re expecting you to keep it,” as one of the justifications given for how they deduct money off a later return for issuing a reward earlier in the year. I’m only mentioning this because even though a benefit of the paid membership is 365 days to return items for any reason, it often doesn't feel okay to return...

I have been a REI customer for at least 20 years. In June of 2021 I bought a Grand Hut tent from the KOP store. A few weeks ago I used it for the second time and one of the poles bent. Upon returning it I was told by the manager that it was probably caused by improper set up and since I had bought it more than a year ago they would not allow me to return it. The. when I asked about getting the poles replaced or repaired I was informed that REI does not carry replacement poles or do repairs. The manager explained that if they carried the replacement poles it would hurt their bottom line and they’d be stuck with inventory once the tents become obsolete. They then gave me the website of an outside company who supposedly does pole repair and replacement. So now, I’m stuck with a $300+ tent and I have to figure out how to get it fixed. I will no longer be bringing my business to REI. They don’t stand behind their products, terrible customer service and they have gone from having reputable outdoor recreation gear to selling trendy and gimmicky junk. Don’t waste your money folks! Me personally, from now on I will be buying my camping equipment on Amazon or...

Just at REI King of Prussia today and was looking around for a backpack. Thank you Vince! You were an incredible help to me today. Selecting the right backpack and size to my body type and size. When you explained that to me and why I understood. I knew right then you knew what you were talking how important that advice was.. I wish I had that year ago or knew and believe me I knew you were on to something and listened I would have just picked the wrong bag. I was there because my previous backpack and issues with which served me for many years. I gained valuable information from you for how the bag should sit on my body; and where it should be on hips and shoulders. I learned how to adjust when trying on in the store and walking around with weighted sacks inside. I didn’t realize there was that much weight that you put in there. I appreciate you being there today and I let the staff know at checkout my appreciation. Hope someone tells you about my 5 star review.. I will look for you next time I am there for help! Thank you...