REI — Local services in Webster

Let me start out by saying I’ve never encountered a situation that made me as mad as I was on this day. Went to this store Wednesday, December 8th around 11am and had the worst experience in customer service ever. Let me start out by saying I took the day off with the intention of buying my sons bike for Christmas. I picked it out online and went in just to buy it. I stood two feet from the bike counter and three, yes three people were standing at the counter and I respected the conversation they were having by waiting for them to be done so I could ask for help getting the bike down from the ceiling to BUY IT. Not once did they look up to acknowledge me standing there. I said could I just get some help purchasing a bike. One of the girls told me “I just got here and walked off”. The older gentleman saw another customer approaching and walked right past me and said to him “can I help you”. The other girl just stood their not saying a word to me looking at a paper on the counter. I’m 6’4 so I know I’m no invisible. I have never in my life been so disrespected and felt discriminated against like this day. I walked out and I vow to never shop here again. Mostly Every article of clothing I had on that day came from this store. I teach ethics, government, and U.S. history and I teach my students to be understanding, caring, and respectful but most of all fair. This will be a story I share with my students as a lesson to understand people’s perceptions and downfalls as fair and...

I’m giving 5 stars to this store because the staff deserves it. I go to this location at least once a month. I’ve never had a negative experience with anyone. They’re always so helpful and full of advice OR if they don’t know the answer to my question , they find someone who does. The people here are simply great. ———————————————————————————————

Edit 11/13/2023 : REI has started providing plus size options in their clothing line and have made it available in store , not just online. It makes me stupid happy. Thanks for caring and acknowledging that plus size people exist in the outdoor community.

BUT!

I give zero stars to REI the company who doesn’t think that plus size people deserve representation in their stores. Myself and others like me should be able to go in and find clothing to try on in our size. If you offer it online it means there’s a demand for it. The average size of a woman in the US is a size 16 to 18. Which I happen to be. I’m forced to buy a large portion of my clothes from the mens section so I can have hiking appropriate items (that roughly fit).That or I would have to order online and then return if it fit incorrectly. I want to be able to try things on like everyone else. Hiking is my passion! I don’t need to be a size 14 or below to enjoy it. Do better! Your staff will always be there to kindly help me, but will you stock your store with clothing I can actually try on and buy is the...

I wish I could say my return visit was better than the previous but I can't. I was in the store for almost an hour and was never greeted,ask if I needed assistance or anything. I spent over thirty minutes in the shoe area digging through boxes, had one employee walk past us and made eye contact at least three times and never offered to help. I had a gift card on my account to pay for my item that the cashier said was not there (went home and verified it was) watched a steady flow of employees going in the office (explains why no help on the floor) and socializing . Called a few days later and spoke with the assistant manager and all she could do was make excuses and deny it was that bad. Go back and look at the cameras like you did last time and see what I'm saying is true. This place has the most absolute worst customer service I have ever experienced. Will not give them a third chance. AVOID THIS PLACE. Multiple phone calls asking to speak to the manager Selene but she refuses to return a call. Becoming more obvious where the problem is at this location. Please inform me when a change in culture happens and maybe then you could win back a customer. Spoke to a manager at another one of there locations and was told they constantly are getting complaints about them. Time to make a...