REI is the world's premier outdoor gear store. Find everything you need for outdoor adventure right here. We offer a tremendous selection of equipment and clothing for camping and hiking, cycling, climbing, kayaking, skiing and many more outdoor activities. All products sold by REI are backed by a 100% satisfaction guarantee.
Is REI legit?
REI (www.rei.com) has a 1.9 out of 5 rating on OK.one, based on 101 user reviews collected here. It is listed under Sports and its reputation is poor. 71% of reviews are 1 star, a relatively high share; The business has not yet replied to negative reviews; Reviews mostly discuss Product, Customer service, Price. Last updated 2026-09-02.
What reviewers say
AI generated
Most reviewers were unhappy with their experience overall. Shoppers frequently complained about extremely high prices across various store departments and expressed deep frustration with unhelpful, dismissive customer service representatives. Many consumers also reported dealing with severe delivery delays, missing items inside packages, and abruptly canceled online orders without receiving clear explanations.
Some reviewers were happy with the staff, noting that certain store associates provided exceptionally knowledgeable, patient, and friendly assistance during their shopping visits. A few customers also praised specific merchandise, mentioning that items like winter jackets and outdoor tents offered great durability, top quality, and lightweight designs.
Auto-generated from all reviews of this business. For reference only.
We’ve had a largely positive experience as REI customers/members
We’ve had a largely positive experience at REI, and as REI customers/members, for, I’m guessing, 50 years.
Our experience has been a combination of retail store and eCommerce (web) transactions. The Bedford, NH store, in particular, is quite good. The Conway, NH Bike Shop manager was remarkably lazy, delivering a >$3,000.00 bicycle. The Reading, MA store, very good; great staff. The Boston, MA store, my least favorite, I find the staff rood, and NOT customer-centric. I’m not sure the real reason for the Boston, MA store closing, but, my impression is that the staff/leadership of that store did NOT contribute to the store’s longevity. That store (Boston) should have been a gold mine for REI, with Boston University around the corner, the Ski Market and Eastern Mountain Sports, long gone, and multiple other colleges and hospitals, nearby. There is no shortage of athletes/outdoor enthusiasts, with financial capacity, in the area.
We like many REI products, and, most notably, we like REI’s return policy. We go out of our way to make purchases at REI, based on their return policy, which far outperforms LL Bean’s return policy.
The icing on the cake, for us, is our annual REI Co-Op rebate, which creates great value.
From reading the other reviews, it is clear that REI has some work to do. I hope REI listens to the voice of their customer, and takes corrective action.
I would give -10 stars if I could! REI have got to be the most incompetent company I have ever dealt with. Tried to order E-Gift cards online and they cancelled my order for NO reason! They couldn't tell me why! I placed another order 3 days later and the charge was just sitting there pending ! Chatted on their chat system and their staff were utterly useless ! They couldn't tell me if they would honour my order or not OR when it would be processed! AS it was a GIFT and didn't want to be let down last minute I told them to cancel the order! Absolutely USELESS ! I did also point out all the negative feedback they had on Trustpilot! NO COMMENT ! AVOID REI and save your self stress!
Ordered an Ebike on 11/6/2025, that showed in stock and estimated for delivery to local store on 11/19/2025. First week showed they were preparing bike for shipment. On 11/18, checked status. No longer saying preparing for shipment. Contacted online CS, said new expected date 12/22. Eventually offered 10% more off bike for delay and failure to notify me. On 12/5, notified items no longer in stock and order cancelled. Offered 15% off one full priced item. Manufacturer (Cannondale) shows item still in stock for shipment to local bike shops.
On 11/24 I ordered a jacket with the 20% off coupon. It arrived on 11/28 and on 11/29 I saw there was a code for 25% off (CYBER2025). Rather than return and rebuy the jacket, I promptly emailed customer service (on 11/29) and asked if they could simply issue an REI gift card for the difference ($7.48). I ended up emailing three times in 8 days with no reply. Finally, their chat was turned back on and I was flat out denied the lousy $7.48. I have been an REI member for nearly 20 years. This is pretty poor customer service by anyone's standards, let alone REI whom I have always known to provide great service. I won't be buying from them again anytime soon.
I've shopped in a few REI's but received the best customer service at the Keizer/Salem Oregon REI. Julie, noticed that I was wandering around looking a bit lost in the backpack section and offered to help.
Now, I'm a 68 year old, out of shape granny so I'm not exactly your typical big spender customer stereotype. Julie, however, listened to what I needed, took me over to the backpack fitting area and spent a good 45 minutes explaining ALL that i needed to know about purchasing a good day pack. I purchased one on sale, she fitted it to me, she showed me how to pack it and never tried to oversell. I'm sending all my friends to Keizer (which is a 4 hour drive away) and they will be asking for Julie.
I never make these sort of reviews but am here because REI conveniently makes it impossible to voice any complaint about their atrocious website. And in searching for a way to contact them I discovered more complaints than I began with! My original issue was navigating their 'deals' section and finding that once you pick a category, there is no option to denote 'men' and 'women' despite the products being gender specific. And so I'm forced to sift through hundreds of product that don't apply to me or my needs? Trash design. Secondly, you go on this LOTR level journey to contact them and yet they don't even let you email a general complaint, it has to be in some designated category, convenient bullshit. Chat is just as useless and only helps boomers who lack any sort of online literacy. The whole site is just oppressive despite rei's thin attempts at being inclusive and whatever. I'm just going to shop the brands directly and avoid this shit ass site from now on.
I ordered two gift cards for family birthdays and scheduled them on their delivery calendar. They canceled the Oct 2025 gift card with no notice and sent the January 2026 one instead. Two birthdays ruined. I canceled my account and won’t buy anything from them going forward.
Multiple attempts both in-store and through online customer support to try to get a trivial matter resolved. Not only is the issue still unresolved but customer support was even snarky in their responses. Never wasting time and money with these scumbags again.
worst experience ever. I ordered a 300$ package for my brother's birthday and all seemed fine. after a few days when I didn't get a shipping email I went in the store only to find out my entire order has been canceled and no one even sent me an email. I tried ordering again and even changed shipping address and card (we use both often for online shopping) and again it was confirmed but after around 5 days it was canceled and I didn't even get an email. I had to go quickly and order from another brand as to not miss his birthday. their costumer service is very robotic and unhelpful even when they say it is a human. very frustrating and possibly one of my worst ever online shopping experiences.
I ordered a gift for my son online. Got an email stating when it would arrive. Day came and went. Next day too. No emails nor ability to track. I called. Was told my order was “on hold,” for potential suspicious activity. By then it was too late! Why give my false reports and no communication??? Took two more calls to cancel my order.
My husband has had a new tube for his e-bike at least 4 times the cost never exceeded $45.00. Today they tried to charge him $85.00 for a tube and they were rude and condescending it is a wonder the store and company are closing Boca Raton Fl REI evil people work there they tried to scam us
I’m Canadian and I’ve heard positive things about the store. I landed up there a few days ago to buy hiking materials for the girls first of all I was absolutely shocked and horrified by the prices they were almost double the Canadian prices and in the US dollars customer service as well was quite slow. They had three people in the checkout line with one person that took 40 minutes with one customer finally a second customer I had to raise his voice to get other people. Meanwhile, there was many people walking around the store.
They seem to be oblivious that their prices are outrageous. I wish I never got the membership and I wonder what I can do.
been member since 2019 and free shipping and 1yr returns for members bonus i enjoy their fast shipping..
online have more variety than in store locations inc rei outlets.
i recommend this place for no budget fast trip around places you dont know with good designers for outdoor wear
HEY REI
NOTICE THAT CAPITOL ONE, YOUR BANK CARD, IS SCORED 1.3 WITH OVER 3,000 REVIEWS. As a store, you're nothing special, but you trapped me into getting a card with this bank, and for that
I WILL NEVER FORGIVE YOU. NOW I HAVE TO TAKE THEM TO COURT.
They lock me out of my card and prevent me from paying it off and cancelling the card: gave them my SS, my bank, my DL and still they lock me out because now they want the "back of my DL" as if a guy trying to pay off and cancel a card could be a hacker! All because I "changed my cell number."
There are several REI stores in my Orange County, CA shopping area. None are well-stocked. All are stuffed with clothing at the ends of the size spectrum, but almost completely lacking in the most popular sizes. It makes no difference what style or price, sale items or full cost, the selection seems curated for midgets or giants. This wouldn't be a big deal if their online platform wasn't an absolute disaster that all-to-often leads to the wrong item or wrong size delivered late. I can get every item they sell elsewhere without the disappointments, delays, and delivery nightmares I've come to expect from REI.
Horrible! Horrible Horrible! The box was damaged the item packaging was ripped and the item was used instead of new! It’s been 2 weeks and I have yet to receive the refund. Shame on them!
Extremely Disappointed with In-Store Return Experience at REI: San Luis Obispo
I tried to return two items I purchased online—one received the day before with a receipt, and one received two days earlier without a receipt. Both didn’t fit and felt used upon arrival.
At the store, the cashier was rude, accusatory, and unprofessional—insisting I had worn and washed the items, raising his voice, and telling me “I’d rather you not shop with us.” I was humiliated and shocked by the treatment, especially as a loyal REI customer who’s spent thousands of dollars.the experience left me feeling disrespected and unwelcome. I hope REI takes this seriously—this is not how customers should be treated. 9:53 a.m this morning
REI is a company bloated with self-importance. Because its is a "co-op" everything is done with corporate grandiosity. I ordered a particular make of Hoka shoes. I paid and they sent the wrong shoes . I returned them.
I ordered a second time and paid again without receiving a refund of what I paid the first time. Wrong again!
They can't fill a simple shoe order. They collect after every error and don't do timely refunds. AVOID!
I bought a pair of hoka shoes because of my leg and feet problems and I only had them four months and the sole was coming apart from the upper and your store would not stand behind the replacement promise because they said the sole was too worn out, which was completely ridiculous. I do not like stores that lie about their promises so I am sharing this to tell other people to not shop there.
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