Soho REI Flagship - not worth going, just mail your items to your house
I went in to REI on 7/5/26. It was my first time ever being in REI, I needed to shop before my first camping experience. I am hiking the inca trail 4 days / 3 nights. I had ordered some items for pick up, but was looking forward to support from staff and guidance on what I ordered, vs options in store etc. Seeing that they have more knowledge than me. However, it was arguably the worst experience ever. I felt like crying. I went to order pick up, I am flustered and Isabella at order pick up on Sunday afternoon on 7/5/26 was making eyes to the tall man next to me, her coworker laughing while I spoke, and extrmeely dissmissive, in the kind of way someone would "when this customer is asking stupid questions". There was no line. I had my email up, I was trying to figure out what she needed and she was extremely rude, dismissive, and unhelpful. I asked her where I could look for another item since my order was not ready. She said go "over there and if someone in a green vest is available they can help you". What kind of unhelpful response is that. I asked what to do if I want to cancel my order still in progress , she looked at me made a little smirk to her coworker friend again and looked at her computer and responded "dont pick it up". Thank you so much Isabella. I left more flustered, looking for someone else available, asked someone "over there, with a green vest on" , do I really need hiking pants like what would be a good plan what were her thoughts, and her single response was "I mean depends on the weather and comfort" Okay.. thank you, I asked what would she recommend, "its up to you", I asked where can I find them, she said "over there we are limited" didn't point but glared at a table "over there" with hiking pants. This store is too expensive for the staff on the floor to be rude, dismissive, make customers feel dumb, and be unhelpful. The staff at the cash register are lovely, but the people here to help you shop, and answer in store questions that customers depend on for their shopping experience that is supposed to be educational and exciting for adventures, yeah they were horrible.