REI — Local services in West Hartford

Item ordered from REI to be delivered at CT, through lasership courier (one used by store). All calls for follow up were done to REI company:

The worst courier service! My package was supposed to be delivered on the 12/18, since that date until 12/24 I called every single day, multiple times to update the info needed. Every time I called REI to update my info they “took care of it and update it in the computer but I needed to be patient ( because waiting for 6 days is not enough and get the same answer every day with no results ... is not enough!). I personally went to the lasership facility where I spent an hour outside ringing the bell at 4:00pm (they are open until 9:00pm) until the janitor (blessed him) took pity on me and got an one of the employees to “help me”. Once in the lasership facility, the employee looks up my info and tells me he would get my package (I got excited! Finally.....for nothing). He couldn’t find my package but he reassured me it was in the facility. He updated the needed info (again),added my phone number and was so diligent that he was going to keep looking for it and he would call me to go pick it until his shift was done at 10:00pm. (Before getting into the courier I called rei to ask them to call and tell laserhip to give me my package to what they answered that this couldn’t be done). FinAlly on 12/24 my package was returned to.... sender???? No money refund, no package and a lots of frustrations is what I got from REI and Lasership.

STILL WAITING...

Normally, my experience at this store is fine. However, during my recent visit, I encountered an unfortunate situation that left me quite disappointed. After completing my purchase, my 4-year-old and I were exiting the store when the security alarm went off. I immediately stopped and looked around for assistance.

The store manager approached me and, rather bluntly, asked, “Did you pay for this?” I was surprised and felt as though I was suddenly being treated like a thief. I didn’t have a physical receipt but was able to show the email confirmation. The cashier who had processed my purchase realized he had forgotten to remove a security tag, which triggered the alarm.

I understand that mistakes happen — this has happened to me before — but never have I been asked so directly and rudely if I had paid. If I were attempting to steal something, it wouldn’t make much sense to stand at the exit with my child, waiting for someone to confront me.

I found the way the manager handled the situation to be insulting. Instead of immediately blaming the customer, perhaps REI should focus on better training their staff on proper billing procedures and customer...

I love REI but my experience at this store was disheartening. Went in to get brand new snowboard bindings. 1st i was told there were none in stock even though website stated there was. I left and came back 30mins later, spoke to another individual who said yes 1 was in stock however, used and clearly damaged. I was told I could get a 40% discount for final sale. It was a great deal but never having used these bindings I wanted to be certain. I spoke to a number of individuals who snowboarded n they gave me a Greenlight. I further brought in my board n set the bindings up to get the feel. The manager were very helpful, she even set the bindings up for me n everyone thought I was getting a great deal with 40% off. When I decided to pull the trigger, the 40% discount disappeared. Not sure what happened but I spent a good 2 hrs there, they all knew what was what n they themselves offered me the 40% off n locked it in but apparently someone from the "corporate"(manager) called once he found out n said no. This made no sense to me but it was a sure waste of my time n I ended up not buying. Extremely disappointed foe getting hoodwinked. No...