Talk about the most difficult company…
Talk about the most difficult company to try to be a customer. I have an upcoming family reunion and wanted to purchase 20+ Yeti Rambler products for the kids and grandkids. I had one initial test order go through with no problems. I had read reviews indicating REI is not very customer centric and wanted to make sure I wasn't wasting my money. Put through another order. Everything seemed fine. Received an email after an hour or so that the order was canceled. No reason why. No information how to correct. I thought perhaps inventory ran short or I might have a credit card company denying the charge because they thought REI was a scam company. I put through the order again with a different card. Contacted the CC company and there were no attempts to run the order. Contacted customer service. Everyone is very nice, but unable to give an answer and provide actual service. One rep reentered my order and put it through. Told me I would have delivery within 4 days. Another cancellation email. Another call to customer "service" (and I use that word very loosely at this point) and told me they needed to get an "okay for an exception" because of the size of the order. I'm trying to spend over $600 on flipping drinkware and they don't want the sell. Four calls to customer service and no one has a clue why or how to sell their inventory. Never "Let me get a supervisor" or "I'll have someone call you and fix this." I was told I need to call back and they will have notes in my file. Just to be clear for REI - If you don't want to be in the retail business don't pretend to be in the retail business. On top of this I purchased the membership which meant nothing to REI and certainly gained me nothing. I wasted money on the membership. I'll not beg to be a customer again. This is the poster child for why Amazon excels and brick and mortar is dying.