Russian roulette on costumer service
REI you used to great. I've been a member for 20+ years and would happily pay a premium price for your items in exchange for the privilege to be able to return it if I wasn't satisfied. Now your return policy is 1 year or less (used to be lifetime), which is understandable, however I showed up with some swimming goggles I'd picked up and used once one day after my "window was closed" and you were rude and send me away after I drove 20 minutes and stood 15 minutes in line. ONE DAY! I actually called before I went to ask if policy was firm and the person on the phone said "it depends on who helps you" which is so lame! This has been my experience since their policy change, with some people being super nice and accommodating and others denying the ability to return items... I went with the hopes that if the window closed yesterday and the system will indeed allow you to do it, the employee would be kind enough to give me grace. Nah. I'll be taking my business to Sports basement from now on. You lost a good client and got yourself a few bad reviews because of a $30 item and you ambiguity when it comes to returns.