Customer Service has gone downhill
I have been a member for over 25 years but REI’s customer service has really gone downhill. Last year I purchased a tent (NEMO) for $465 and the front zipper broke after light use. NEMO offers a limited lifetime warranty but after three weeks has not responded to my warranty claim or follow up inquiry. I sent a message to REI’s customer service about the issue and all I was offered was a 20% discount towards the purchase of a new tent. They were also going to charge me extra for expedited shipping as I have an upcoming trip and I need a tent. There was no offer to get involved with a warranty issue for a product I purchased from REI. They obviously will not stand behind the products they sell. I previously would purchase most of my outdoor related items from REI because I felt good about the company and wanted them to continue operations. No more – I will likely continue to purchase some items when necessary but ONLY if their price is the lowest compared to other vendors.