R E I

Review: REI advertises '100% Satisfaction Guaranteed', but would not honor a refund on a 1 month old unused product.

On December 24th 2013 my wife and I purchased a $150 store credit from REI. On January 21st 2014 upon realizing that the gift wasn't needed I contacted REI customer service via phone and email to return the gift credit for cash. Since the gift card that I purchased was electronic and REI clearly advertises a 100% satisfaction guarantee on everything they sell with no exception, I thought it would be a painless return. I was wrong, REI reps were unable to help me, and even recommended that my best course of action was to sell the credit to a third-party website for 75% of the value. Needless to say, REI falsely advertises their 100% satisfaction guarantee. A phone rep pointed me to an obscure location on the REI site with language about gift cards that seems to contradict the 100% guarantee that is posted prominently on most areas of the website. I'm extremely outraged that REI promises a 100% guarantee and fails to standby it. At the very least the guarantee needs an asterisk, or it should be modified to read 99% instead of 100%.Desired Settlement: Refund the $150

Business

Response:

Initial Business Response /* (1000, 5, 2014/02/19) */

Hi, Regarding this complaint which I received on 02/18/2014. We are happy to respond to this complaint but ask that you forward it to our corporate headquarters at REI, [redacted] Kent WA 98032. Please note that our Brentwood TN location is sometimes confused with our St. Louis store which in the Brentwood area of St. Louis. The complaintant appears to be from MO so we are curious to know which location he visitied.

Thank you.

Final Business Response /* (1000, 14, 2014/02/26) */

Hello Revdex.com,

Thank you for forwarding the customer's experience to us and I apologize for the inconvenience that this situation has caused Mr. [redacted].

I have personally reviewed the gift card order including all communications, decisions, and actions that were made by REI.

It is important to understand that gift cards are a tender and are legally treated differently than purchased products and services. REI stands behind all product that we sell with our 100% Satisfaction Guarantee. We stand behind our gift cards as well by guaranteeing that gift cards do not do not expire and do not decrease in value unless tendered for REI purchases.

In the phone conversation and three email interactions, Mr. [redacted] was provided consistent information concerning REI's gift card policy and was provided the Terms and Conditions for REI Gift Cards reference. The Terms and Conditions for REI Gift Cards state:

Gift cards cannot be redeemed for cash (except as noted below or where required by law) and are not refundable if lost or stolen. When redeemed at REI retail stores, gift cards containing an unused balance of $10 or less will be cashed out.

Use of REI gift cards constitutes your acceptance of these terms and conditions.

For the full Terms and Conditions for REI Gift Cards please visit the links below:

http://www.rei.com/gift-card/terms.html

I apologize that Mr. [redacted] felt that the alternative options provided by the REI phone representative did not fully satisfy his request.

After thorough review and evaluation, REI will remain consistent with the stated policies as well as legal requirements and will not refund the gift card.

Sincerely,

Customer Support Supervisor for REI Sales & Customer Support

Review: I placed an order online through REI.com and requested the item to ship to my local REI store. Today I went to the store to pick up my item and when I opened the item in the store, I noticed the invoice in the package was not the invoice for my item, but the invoice for another customer who lives in MD. I brought this to the attention of the customer service people at the store (in Bloomington, MN) and the representative at the customer service desk took the invoice from me after I pointed out that it had another customers Name, Address, Phone number, and email address. I asked her,(the rep, her ID number is XXXXXX), to give it back to me, and she said she could not because it had a customers personal information on it. I told her I needed it to prove my case that REI leaked another customers personal information, and I am now concerned about who has my private information since my invoice is potentially in somebody else's order. Finally after convincing a manager at the store to give me the invoice back with the other customers information cut out of the invoice, they gave it back to me. I called the customer service number when I arrived back home and asked to speak to a manager. They asked me to verify my name address phone number and email address (the same information that I had for another customer, and now another customer has about me) After speaking to a manager, I was told that this type of thing does not happen and I should feel fine knowing my information is safe and that it is unlikely any other customer has my information. I highly doubt that, since I was in possession of another customers information. I would like something done to bring to light REI's lack of protection for their customers privacy.

For REI's reference, the order number for the customer's invoice I received is XXXXXXXXX. I no longer have the other customers information since, as mentioned previously, the rep from my local store took the invoice from me, then refused to give it back. I then asked to speak to a manager at the store. While waiting for the manager, the rep I was speaking with, walked into a back room, but began talking about me, loud enough for me to hear what she was saying. I yelled across the counter, that if she wanted to talk about me, she should come talk about me to my face. She continued to talk about me in the back room until her manager came to the service counter. Desired Settlement: I asked the manager from the toll-free customer service number to email the customer who's invoice I received, and ask her if she received my invoice, and alternatively, to let this customer know that her personal information was breached and (whether accidentally or not) efforts are in place to protect it. I asked that they blind copy me onto the email as proof that they were investigating the matter. They refused to do this. But again assured me that my information did not get shared with any other customers. I cannot believe that since I was in possession of another customers personal information. I then asked that they publicly address the issue by notifying all their customers that a breach of information occurred and that the matter is being dealt with. They again refused. However, this is the settlement I am seeking from this business. I want REI customers to know that their personal information may not be safe, and also to ensure REI take the necessary steps in order processing, and all other aspects of their business, that they take seriously the sensitivity of the information they are entrusted with.

As far as the woman in the store who was talking about me, I would like to have it addressed with her, and her manager. They also did not seem to understand the severity of this breach of information.

Based on the outcome of this complaint, I may see if there is any local media desire to cover this issue.

Thank you

Business

Response:

Initial Business Response /* (1000, 5, 2013/09/20) */

Contact Phone: XXX-XXX-XXXX ext. **

Contact Email: [redacted]@rei.com

Dear [redacted],

Thank you for sending your feedback on the error with your online order invoice. This error was the result of a mistake made while processing your order, with the wrong invoice mistakenly provided. Thanks to you bringing this to our attention, we were able to contact the REI store that received the order associated with the invoice that was included with your item. That store reported that there was no invoice in the order, thus no accidental sharing of any information. I would like to apologize for the interaction you experienced at the Bloomington store. From your description of the situation, it seems that some review and coaching may be required and I have forwarded your feedback to the store manager.

Thank you again for sharing your feedback, it is the most important tool we have to improve the customer experience we want to provide and also is invaluable as a teaching tool for our stores.

Sincereley,

REI Retail Operations

Final Consumer Response /* (4200, 11, 2013/10/01) */

(The consumer indicated he/she DID NOT accept the response from the business.)

Although I do not accept their explanation, it appears there is nothing more that I can do. I will make sure everyone I know hears about this experience. While I like REI, I will likely never order anything from them online again.

Final Business Response /* (4000, 9, 2013/09/27) */

Dear [redacted],

Thank you for contacting REI concerning your recent purchase and allowing REI the opportunity to address your concerns. Through your feedback and feedback of other members we are able to consistently evolve our processes to elevate our level of customer service.

Please be assured that REI takes the privacy and security of our customers seriously. REI rigorously follows all state and federal laws concerning privacy and security of information. We are sincerely sorry that you received an order invoice containing a name and address other than your own.

I agree that this error should not have been made and you should not have received the incorrect invoice. I have personally ensured that all departments involved have all necessary information and feedback to review REI processes and procedures with the sole focus of eliminating this error from happening again.

Again, REI was able to confirm that your information was not received in error by another customer. REI has also extensively reviewed all related orders to verify the privacy and security of our customers.

Thank you again for providing feedback and I hope that you will continue to support the co-op and we look forward to serving you in the future.

Sincerely,

REI Customer Support Supervisor for Digital Retail Customer Support

Review: I am a currently serving Peace Corps volunteer in Zambia. I purchased a sleeping pad back in 2012 and it has developed a slow, un-findable leak with minor use. I have tried to get REI to send me a replacement, but they are being difficult about it. I had a similar problem with a pair of [redacted] sandals and [redacted] footwear was able to send me a brand new pair with sending in images of the sandals showing the wear.Desired Settlement: I am willing to send in pictures of the defective pad, but I expect REI to refund me the full purchase price or send me a new replacement. Alternatively, REI can pay for return shipping (via [redacted] to insure timely and safe delivery of the pad) to their Returns Department so they can examine the pad. If it does not qualify for a replacement or they send me a new one, they will also be responsible for the shipping.

Business

Response:

Hello Revdex.com,Thank you for forwarding [redacted] experience and I apologize for the inconvenience that this situation has caused. I have personally reviewed the order including all communications, decisions, and actions that were made by REI and the customer. Reviewing [redacted] order history, the REI Lite-Core 1.5 was purchased on May 19th, 2012 at the Richmond, VA REI store. In all communications concerning the sleeping pad, it has been messaged that REI stands behind the 100% Satisfaction Guarantee and we require a review and inspection of the sleeping pad prior to making a return decision. We know our members and customers take our gear all around the world, unfortunately REI cannot be held responsible for return shipping costs on returns or exchanges from abroad for domestic purchases. Again, the return decision cannot be made until the item has been received and inspected by REI. Mr. [redacted] has shared that he is unwilling to return the item or incur the shipping costs. In a further attempt to satisfy the customer Mr. [redacted] was offered 30% off of a new sleeping pad and provided a link to a similar item since the original item is no longer available. [redacted] responded on 12/9/14 with:"[redacted],Thanks for reaching out to me and offering a 30% discount. I will not buy a new pad and will just continue to use my deflated pad for now. I will return it to a store in May 2016 when I get back to the US. Is there any way you can make a note on my account so that when they look at it they know that I have been experiencing this problem since October of 2014?I am still dissatisfied with this action and will no longer be shopping at REI. I will only purchase from companies that fully stand by their product no matter where I am located (such as [redacted] and [redacted]). Those companies have been exceptional in giving me refunds or replacements without having to send the original product in (using pictures instead).I'd still like this issue to be forwarded to your supervisor.Thanks,[redacted]REI responded to Mr. [redacted] with confirmation that notes were added to his account and his feedback was forwarded appropriately. Please note that REI understands that pictures can be a useful tool and have been offered to be sent. Unfortunately pictures cannot assist with inspecting "a slow, un-findable leak".After thorough review and evaluation, REI will remain consistent with the previously communicated messaging. It is the responsibility of the customer to ensure that REI receives the REI Lite-Core 1.5 sleeping pad purchased in 2012 for inspection and return decision. Thank you again and REI considers this claim closed.Sincerely,[redacted]Customer Support Supervisor for REI Sales & Customer Support

Consumer

Response:

(The consumer indicated he/she DID NOT accept the response from the business.)As a reputable company, I expect REI to make an exception in this case. I expect REI to pay for shipping of my pad so they can make an evaluation. [redacted]

Review: On 8/6/14 I made a purchase at www.rei.com , I added an "Outlet" item to my cart and was shown a price that included a 25% discount - this was automatically done in the cart, no coupon code required, and no way to remove the discount. I was shown a total price of $69.xx. Upon completing the checkout process and hitting "Submit Order", I received an email receipt that showed I was charged a total of $99.xx.

Upon immediately contacting customer support I was told that a customer can only use the automatically applied 25% off discount twice, which I had done previously with past orders.

Unfortunately the checkout process applied the 25% discount for me. I was shown one price, and charged a different one.

They would not cancel my order after I contacted them immediately. I was told the only solution was to refuse delivery of the package, which is not possible - packages are delivered during business hours when people are at work and not home. I find that to be an unsatisfactory solution suggestion.Desired Settlement: Please charge me the original price that you offered at checkout, $69.xx (refund me the $30.xx difference), or send me a prepaid free return shipping label so that I may return the item I was overcharged for, for a full refund without any cost to me.

Business

Response:

Initial Business Response /* (1000, 5, 2014/08/14) */

Hello Revdex.com,

Thank you for forwarding Mr. [redacted]'s experience and I apologize for the inconvenience that this situation has caused.

I have personally reviewed the order including all communications, decisions, and actions that were made by REI and the customer.

In the review of Mr. [redacted]'s purchase history, I found that the customer had met the limit of usage for the [redacted] coupon. The [redacted] coupon exclusions state:

Offer valid only on one REI-OUTLET item (prices ending in $.73).

Discount automatically applies to one highest-priced qualifying REI-OUTLET item at checkout.

Limit one extra 25% discount transaction per customer. Offer may not be combined with any other discount or offer.

REI.com checkout is comprehensive and provides customers with an opportunity to review their order prior to submitting. The steps to submitting an order on REI.com require customers to provide purchaser information and review in 3 steps; 1) Shipping, 2) Billing, and finally 3) Review and Submit Order.

REI.com checkout continues to update information as customer details are entered, changed, and updated. Prior to submitting the order the purchaser is asked to review all order information and to assist with this [redacted], REI checkout displays the estimated arrival date, item picture, item name, item size, item color, quantity, price, savings, and total. Finally, below the Review and Submit Order section is a statement that reads: "Your order is FINAL after clicking Submit order".

I apologize that Mr. [redacted] felt that REI.com checkout was not being transparent with coupons and discounts. As provided above, all order information was provided and it is the responsibility of the customer to review prior to submitting the order. I am also sorry that REI was not able to cancel the order as requested. All orders are final upon submitting.

After thorough review and evaluation, REI will remain consistent with the stated policies and will not be providing any price adjustments or additional compensation. Mr. [redacted] may return the order following the return instructions available on REI.com (http://www.rei.com/help/return-policy.html).

Sincerely,

Customer Support Supervisor for REI Sales & Customer Support

Initial Consumer Rebuttal /* (3000, 7, 2014/08/22) */

(The consumer indicated he/she DID NOT accept the response from the business.)

I have already had to refused delivery of the shipment you were somehow unable to cancel, and received my refund after a couple business days of waiting for confirmation after it got back to you. I am not happy I had to waste my time tracking down this package and refusing delivery from the delivery driver.

Bottom line, I filed the complaint because the final checkout page showed me one price, and AFTER the fact I was charged a higher price. I know how to shop online, I review everything. I have made prior purchases with REI before and understand how the checkout process works.

I was charged a different price than shown on the final checkout page.

Fix your shopping cart so it properly applies a coupon, or does not apply a coupon, depending upon prior usage or if it applies to the customers account.

Also fix your customer service, its not anywhere close to the quality of what it used to be when you guys actually sold backpacking gear. This is evident from your reply to this case where you want me to pay for return shipping on an item you overcharged me for.

Thank you.

Final Business Response /* (4000, 9, 2014/09/03) */

Hello Revdex.com,

Thank you for forwarding Mr. [redacted]'s response.

The customer refused delivery and the item returned to REI. The return order was processed on Monday, 8/18/14 and Mr. [redacted] has been fully refunded for the order.

Thank you again and REI considers this claim closed.

Sincerely,

Customer Support Supervisor for REI Sales & Customer Support

Review: On Order [redacted] - the pocket knife did not have the dimensions listed when I bought it. After I got it, I measured it at 3 inches length. Most States don't allow them to be carried if they are over 2 1/2 inches long - otherwise it could be seen as a "weapon." I asked the CHAT folks for a return label seeing how this was a REI mistake because the length was not listed on the day I bought it and also, even today (the total length is now listed) - it does not break it down - it should list the blade length also. States look at both measurements. If a hiker / city walker were to ignore this - there could be serious fines involved if there ever was an unexpected arrest. And it is the law. But the [redacted] CHAT fellow did not take this seriously and disregarded my issue. There are some other items that REI handles that are also controlled - like pepper spray. Why the reckless behavior on this one?Desired Settlement: Please provide a return label for the order so that I may return for an exchange.

Business

Response:

Hello Revdex.com,Thank you for forwarding Mr. [redacted] experience and I apologize for the inconvenience that this situation has caused. I have personally reviewed the order including all communications, decisions, and actions that were made by REI and the customer. In the review of Mr. [redacted] order history, I found that the order #[redacted] was placed on 11/12/14. After submitting the order Mr. [redacted] contacted REI through live chat and requested the order be cancelled. Unfortunately all orders are final and could not be cancelled.Later that day (11/12/14), Mr. [redacted] again contacted REI through live chat stating that the knife he ordered was illegal due to length and requested a prepaid [redacted] Return Label. During this live chat we reviewed the customer statements and item specifications. REI appreciates Mr. [redacted] feedback and upon review informed the customer that the knives available on REI.com are properly restricted. Again the request for a prepaid [redacted] Return Label was denied.Upon further review the knife he purchased on order #[redacted] met all of the specifications required to sell and ship to the address provided by the customer. Six (6) weeks later, on 12/24/14, Mr. [redacted] again contacted REI through live chat stating that the knife dimensions were not listed on REI.com at the time of purchase and requested a prepaid [redacted] Return Label. Again REI denied to provide a prepaid [redacted] Return Label and recommended that if he is unsatisfied he could return the knife by following the return instructions found on REI.com (http://www.rei.com/help/return-policy.html).After thorough review and evaluation, REI will remain consistent with the previously provided option for resolution and will not be providing a prepaid [redacted] Return Label. If Mr. [redacted] is unsatisfied with his purchase he may return the item following the return instructions and link found above.Sincerely,[redacted]Customer Support Supervisor for REI Sales & Customer Support

Consumer

Response:

(The consumer indicated he/she DID NOT accept the response from the business.)Thank you for your response. I appreciate it.But your website only gives one length. It does not break it down to length of blade and total length. That's how the police and the courts do it. Also, I travel and explore other places - not just Michigan. Are you sure that a 3 inch blade is legal in all 50 States? And in Airports, TSA says: Small Pocket Knives - Small knives with non-locking blades smaller than 2.36 inches and less than 1/2 inch in width will be permitted."And in Alabama - "Nov 21, 2014 - "dangerous weapon" does not include a pocket knife with a blade of less than 2 1/2 inches in length. Alabama. 13A-11-50 13A-11-55. Y."And if you web search "3-inch blade length pocket knife dangerous weapon" - there will be many hits that discuss it being illegal or right on the edge of being illegal (along with hits of it being okay).

Business

Response:

Hello Revdex.com,Thank you for forwarding Mr. [redacted] request for a refund of his membership.REI memberships are non-refundable and not returnable. As stated in the Recreational Equipment, Inc. Articles of incorporation as Amended:"Membership shall not be transferable and shall not pass by any form of succession. Any member shall be permitted to withdraw voluntarily. In the case of withdrawal, he shall be entitled to no reimbursement of any kind and shall have no further right or interest in the Corporation or its properties."At this time no action has been taken to deactivate Mr. [redacted] membership. REI considers this order and complaint resolved.Sincerely,[redacted]Customer Support Supervisor for REI Sales & Customer Support

Consumer

Response:

(The consumer indicated he/she DID NOT accept the response from the business.)Thank you for helping me understand more about your Company's policies. It's appreciated.I disagree with the rule though - there was no tangible product given or service tendered. A 100% refund would not result in a loss for your Company; it's just a digital certificate. Just like a certificate stating that land is owned on the moon.

Review: On May 21, 2013 I purchased a Kelty 6 man tent online with a Discover Card. I am the only authorized user of the card. Although REI had absolutely no issue with taking my money they are now refusing to even confirm via email what was purchased in that transaction.

Their claim is that it was purchased on a "member account" and it would violate their privacy agreement with the member? I in no way asked them to include any of the member's information or even to identify the memberI simply asked for a receipt of MY purchase.

I explained to [redacted] at REI that I was physically assaulted on March 26, 2014 and suffered substantial injuries including a large hole in my forehead and that I required an ambulance and etc and this crime took place with my child present, who in fact had to call 911. I have obtained both a criminal and civil order of protection against the perpetrator. The only way he can have contact with me is through the court system. He has already dragged me through two meaningless hearings and has now filed a small claim action against me. Included in his affadavit is that HE purchased the tent in question and I owe him either the tent or the money paid for it. Even after I explained to them the reason I needed the information, and that even a simple email stating what was purchased on that date,they were unyielding!

I find it highly troubling that REI is willing to basically be complicit with a fraud (knowing full well what was purchased and by who) in order to protect a "member"? This makes me think that REI is not only insensitive but willing to assist a criminal in defrauding someone who actually was THEIR PAYING CUSTOMERIf it is not deemed unethical it certainly should be!Desired Settlement: I am requesting that REI immediately provide me with written verification of what I purchased on my Discover Card on May 21, 2013. I would also appreciate an explanation as to why they have made what should be a very simply request so difficult.

Business

Response:

Initial Business Response /* (1000, 5, 2014/05/13) */

Contact Name and Title: [redacted] M - MS Supervisor

Contact Phone: [redacted]

Contact Email: [redacted]@rei.com

REI was contacted regarding the purchase of a Kelty Mach 6 on May 8, 2014. In order to follow REI policy, REI needed to verify cardholder information before providing the customer with the purchase information they desired. This information has been e-mailed and mailed to the customer on May 13, 2014 to the email address and mailing address they provided on May 8, 2014.

Initial Consumer Rebuttal /* (2000, 8, 2014/05/16) */

I thank you so much I did receive an apology as well as the receipt I requested from REI and am satisfied with the outcome! You may close my complaint as resolved.

Review: Hello,

I was writing in about the [redacted] Alpha SV gloves. I just bought a pair from REI; they arrived on Friday. To my horror, they were from the model year 2010. [redacted] had made significant changes in 2012, mainly upgrading the fabric to a brand new Gore-tex material. I had purchased a pair from REI Fall 2011($150), but returned it brand new because I had heard from [redacted] that they were about to launch a brand new version of this glove. I paid about $200 for a 2.5 year old pair and am sorely disappointed. This is a case of false advertising, and I hope that REI will ship out the correct version. Without any investigation, customers would be fooled and forced to pay a higher price for something that is not what it is. I hope this will be investigated. We have purchased over $10,000 from REI and have loved the company so far. I feel that this issue cannot be resolved at the local level, as this is something that must be implemented across the warehouses, hence why I am bringing it to upper management. Thank you for your time.

Best,

[redacted]Desired Settlement: I am hoping for at the very least a shipment of the new version; I have been waiting excitedly for these gloves to go on sale and make it more manageable to purchase. I hope I am not asking too much, but it would really make this experience spectacular if some sort of additional compensation could be delivered, as REI really is such an amazing company and I really hope that my suggestion will be taken to heart to make it even better. Thank you again for your time.

Business

Response:

Business' Initial Response /* (1000, 5, 2013/08/19) */

Hello Revdex.com,

I have extensively reviewed the REI.com order #XXXXXXXX along with all customer contacts regarding the [redacted] Alpha SV gloves.

Customer, [redacted], purchased a pair of [redacted] Alpha SV gloves (REI item number XXXXXXXXXX) on April 6th, 2012 for $99.94. This pair of [redacted] gloves preceded the model being updated by the manufacture for the 2012 winter season. Mr. [redacted] returned those gloves to the San Carlos REI store for a full refund on August 8th, 2012 in anticipation of the newest [redacted] model with the updated features.

Mr. [redacted] placed online order #XXXXXXXX for the [redacted] Alpha SV gloves (REI item number XXXXXXXXXX) on August 7th, 2013. These gloves are the updated model for the 2012 winter season. As of 8/19/13, the item is being sold at a reduced price of $191.93 with the full retail price being $275.00. All of this stock was received in our warehouses between August 2012 and November 2012 and this version of the glove was not carried by REI prior to August 2012. As requested, Mr. [redacted]'s most recent order was fulfilled with the 2012 model with the updated feature, Tri-Dex technology, for the 2012 winter season.

REI has gone to the extra effort of verifying with the manufacturer, [redacted] that our stock is current and all pictures and descriptions are accurate. [redacted] also confirmed that the 2010 date mentioned in the case description is the copyright date for the [redacted] logo not the date of manufacture of the gloves.

REI is expecting the first shipment of the 2013 [redacted] Alpha SV gloves around the end of September. The 2013 model will include the N80p-X Gore-Tex Pro 3L face fabric and leather palm overlays and is expected to sell for $299.00. Mr. [redacted] may keep his order for the 2012 version of the [redacted] Alpha SV gloves or he is welcome to return them following all requirements of the REI return policy.

After thoroughly reviewing all aspects of this Revdex.com complaint I have determined that REI has fulfilled all orders and merchandise as requested and no additional courtesies or compensation will be provided.

Thank you again and best wishes for continued outdoor adventures.

Sincerely,

REI Digital Retail Customer Support Supervisor

Consumer's Final Response /* (4200, 11, 2013/08/26) */

(The consumer indicated he/she DID NOT accept the response from the business.)

Hello,

As I stated in my prior message, I received the 2010 version of the glove per confirmation with [redacted]. I do not agree that I received the 2012 version. [redacted] confirmed the batch number with me. Why does REI now treat their customers with so little respect?

Best,

Business' Final Response /* (4000, 13, 2013/08/29) */

Hello Revdex.com,

REI feels that we have exhausted all resources to understand the request and reconcile this complaint.

REI makes every effort to satisfy every customer and we support this effort with our 100% Satisfaction Guarantee (http://www.rei.com/help/guarantee.html). The guarantee states "If you are not satisfied with your REI purchase, you can return it for a replacement or refund." Since Mr. [redacted] continues to be unsatisfied with the gloves he received, he is welcome to return his purchase for a refund following all guidelines of the REI Return Policy (http://www.rei.com/help/return-policy.html).

Thank you again and best wishes for continued outdoor adventures.

Sincerely,

REI Digital Retail Customer Support Supervisor

Review: I am extremely disappointed with the REI website. REI is not keeping careful track of their inventory and are falsely advertising merchandise that they don't have in stock. I bought a Lolee Masella Jacket and a couple of hours later the order was cancelled due to the item not being in stock. My bank account was charged even though the item was cancelled and I still have not received my money back. Later that day, I ordered a triclimate jacket by Northface and again this order was cancelled due to the item not being in stock. It is apparent that the REI website inventory system is extremely flawed and they are falsely advertising products they do not have.Desired Settlement: First of all, I want a refund for the first jacket I bought that was cancelled. Secondly, I would like compensation for the time I have wasted dealing with this mess. I have spent thousands of dollars at REI and a 20% off coupon is not enough to compensate for this incident. It should be at least 50% off my next entire purchase.

Business

Response:

Initial Business Response /* (1000, 5, 2014/01/16) */

Hello Revdex.com,

I want to thank [redacted] for taking the time to contact the Revdex.com concerning her recent purchasing experience with REI.com and I apologize for the inconvenience that this situation has caused her.

I personally reviewed all of [redacted]'s recent requests for orders including communications, actions, and decisions that were made. I am sorry that the items requested were found to be unavailable for purchase from REI.com. It is always REI's intention to fulfill all requests for order but unfortunately in [redacted]'s case we were unable to do so.

As stated in the REI Terms of Use; Part Two - Section 3 (http://www.rei.com/help/terms-of-use.html):

Note that some items may be backordered or unavailable even if the Sites indicate that they are in-stock, and adding an item to your cart does not guarantee the availability of that item.

Also stated in the REI Terms of Use; Part Two - Section 3(http://www.rei.com/help/terms-of-use.html):

We (REI) will not charge your payment card until the item ships to the designated delivery address.

Preauthorization of payment is required for all order requests but payment is not collected until the item ships to the designated delivery address. All REI tenders used (in this case an REI gift card) have been returned in accordance with REI policies and procedures.

As a courtesy, [redacted] was provided with a total of two, 20% off coupons along with a the support of an REI Specialist searching for and setting up the opportunity for [redacted] to purchase the requested jacket through a physical REI retail location. No further courtesies or compensation will be provided.

Sincerely,

Customer Support Supervisor for REI Sales & Customer Support

Review: I purchased a new wetsuit from REI.com for $104 for a trip I am going on next week. When I received it I noted that it was crumbled up in a ball and put in a bag for shipment, causing deep creases throughout the chest and wetsuit.

There are specific ways companies pack wetsuits for shipping, because once they are creased they do not become uncreased, and the creases eventually turn into rips/tears over time. Other companies will not accept a return unless you pack it to their specifics, which include putting a tube under the legs and folding in the arms and the legs, leaving the chest flat.

I connected to live chat and spoke with both [redacted]. and [redacted] and they both told me, sorry, my suit is not considered damaged and they would not do anything to exchange my suit for me beyond sending me the returns and exchanges link. They refused to offer expedited shipping so that I could get an undamaged suit by the time I leave for my trip.

Coming from almost a decade of being a member/shopping at rei I was shocked and saddened by their response to their careless shipping practices.Desired Settlement: A replacement sent to me in time for my trip which is in a few days time.

Business

Response:

Initial Business Response /* (1000, 5, 2014/09/25) */

Hello Revdex.com,

I would like to thank Ms. [redacted] for contacting the Revdex.com and providing feedback regarding her purchase with REI. I am also appreciative of the opportunity to address concerns for the customer service they received.

I have extensively reviewed the REI.com order, #XXXXXXXX, along with all customer contacts regarding the Roxy wetsuit, Syncro 2mm LS Bootie Cut Spring, GRAPHITE/PURPE, size 8. Ms. [redacted] utilized the live chat feature to contact REI on Friday evening, 9/12/14, and shared her concerns about wrinkles and crease placement on the wetsuit. She also stated that the product was defective. Upon speaking with REI merchandise and product experts, it was determined and explained to Ms. [redacted] that the creases are expected to vanish once she uses the product or washes and hangs the wetsuit to dry. The REI Specialist also explained that we do not believe the item to be defective and recommended that she follow the recommendation to remove the wrinkles.

The customer requested to be escalated to a Supervisor. Upon transfer, Ms. [redacted] requested an exchange for an upcoming trip. The REI Supervisor reiterated the recommendation from the merchandise and product expert and suggested that she use the wetsuit on her trip and if it did not satisfy to return the wetsuit per the REI 100% Satisfaction Guarantee. At the request of the customer, notes were added to the order to document Ms. [redacted]'s concerns and details of the conversations.

We at REI, appreciate the feedback and I hope that Ms. [redacted] will continue to support the co-op and we look forward to serving her in the future.

Customer Support Supervisor for REI Sales & Customer Support

Initial Consumer Rebuttal /* (3000, 7, 2014/10/03) */

(The consumer indicated he/she DID NOT accept the response from the business.)

they sent me a damaged wetsuit and expect me to foot the bill to return it.

Final Consumer Response /* (4200, 11, 2014/10/20) */

(The consumer indicated he/she DID NOT accept the response from the business.)

REI sent me a defective wetsuit and will not even send a prepaid label for me to return it.

Final Business Response /* (4000, 13, 2014/10/31) */

Hello Revdex.com,

Thank you again for forwarding [redacted]'s second rebuttal.

As noted before, the information provided by [redacted] led our product experts to the conclusion that the wetsuit was not defective. Therefore it he responsibility of the consumer to return the item to REI for review and REI will not be providing a prepaid return service label. REI reserves the right for our product experts and the returns experts to evaluate the product first hand and make any and all decisions concerning quality, damage, and defects.

If [redacted] is unsatisfied with the product she is always welcome to return the item to a REI store or to the REI Returns Department following the returns instructions on REI.com and adhering to the REI Returns Policy. The link is below.

http://www.rei.com/help/return-policy.html

I apologize for the inconvenience that this situation has caused the customer and hope that the REI Co-op will have the opportunity to serve her in the future.

Customer Support Supervisor for REI Sales & Customer Support

Review: On Monday, July 7th I ordered a pair of shoes from REI. The order was confirmed, and shipping information has been confirmed in the confirmation email, and by several customer service representatives. The shipping service REI uses, states my item has been delivered. It has not. I contacted REI customer service to ask where my shoes are and was told they cannot verify where the shoes are, and that there was nothing they could do for me. The proceeded to interrupt any further questioning, at which point 'manager' '[redacted]' told all CSR personnel to ignore my inquiries.Desired Settlement: I want the product I purchased. I don't see what can be done to make up for their abusive Call Center Manager. I want the company to face formal consequences of the failure of their service, abuse by their CSR's, and negligence with customer property.

Business

Response:

Initial Business Response /* (1000, 5, 2014/07/18) */

Hello Revdex.com,

Thank you for forwarding the customer's experience to us and I apologize for the inconvenience that this situation has caused [redacted].

I have personally reviewed the order including all communications, decisions, and actions that were made by REI. The order #XXXXXXXX was placed on 7/7/14 and the estimated arrival date for delivery was provided to [redacted] to be on or before 7/10/14. The order was picked, packed, and shipped out of our distribution center on 7/7/14. With the order estimated to arrive by 7/10/14 the [redacted] tracking number, XXXXXXXXXXXXXXXXXXXXXX, showed delivery of the item on 7/8/14 at 3:47pm.

[redacted] contacted REI multiple times on 7/8/14 and spoke with REI representatives and managers. He was provided information concerning shipping expectations, advised to allow USPS to complete the delivery, and was advised that REI would be happy to send a replacement if the EAD of 7/10/14 had passed.

Unfortunately [redacted] was not satisfied with the service and response he received. REI has a zero tolerance policy for any and all abuse of our employees and it was determined by the REI management that we would no longer accept his calls unless [redacted] was in return professional, respectful and supportive of the solutions we can provide.

After thorough review and evaluation, it was found that [redacted] had indeed received the item prior to the EAD and it was returned to the South Center REI on 7/11/14 for a full refund.

REI considers this order and complaint resolved.

Sincerely,

Customer Support Supervisor for REI Sales & Customer Support

Initial Consumer Rebuttal /* (2000, 7, 2014/07/23) */

(The consumer indicated he/she ACCEPTED the response from the business.)

Review: In communicating with REI Customer Service over a recent series of issues regarding my mother's use of my REI membership number and how that allowed REI to send me an email detailing the Christmas present my mother bought me and resulted in REI sending me a gift card for a refund due to my mother the REI Customer Service employees have been unhelpful, confrontational, and unprofessional.

Furthermore, my requests to speak to a supervisor have gone ignored. And finally on January 9, 2014 REI Customer Service employee "[redacted] told me bluntly, "No further responses will be given regarding this current situation." Prior to today when [redacted] told me someone had made a "mistake" in sending the gift card intended for my mother to me, REI Customer Service refused to even acknowledge a mistake had been made, nor offer an explanation. I was told I should "ask my mother" to find out what was going on with this issue, which was beside the point of what exactly is REI's policy and what mistakes were made.

In another instance someone must have looked up and read my previous emails on the subject because out of nowhere instead of explaining what happened and what mistakes were made and how it would be fixed the REI Customer Service employee [redacted] quoted from my initial email, even though I hadn't asked her nor even hinted I wanted anything but an explanation, when she told me she "couldn't give me the mistakenly sent gift card for my 'inconvenience'"

REI Customer Service employee "[redacted] I" also insinuated I'm a liar when she contradicted my statement that my mother did not agree to receive her refund in the form on a gift card by email, she agreed to have it credited to her bank account. I asked [redacted] I how this could be true when my mother did not provide an email address and so the gift card was sent to my address by default. Only today did [redacted] admit this was a mistake, confirming that "[redacted] I" was making things up rather than admit fault or that she didn't know.

Then again today, January 9, 2014, [redacted] went on to explain falsely that "Her [redacted] I's email explained how the mistake happened and provided a solution." "[redacted] I's" explanations were false, misleading and not in any way helpful in resolving this issue to my satisfaction. I wanted an explanation, an admission of error if that was accurate, and some reason for REI's policy of mixing up people's transactions and an apology. Desired Settlement: I'd like an apology from [redacted] I indicating that she made false or misleading statements to me and her reasons for doing so. I'd like an apology from [redacted] explaining why he could not simply apologize after he already explained and admitted to making a mistake and why he thinks that is asking so much as to force him to refuse to respond to my emails any further and how that is good customer service to someone who's been an REI member for over twenty years. I'd also like to hear from [redacted] and [redacted] I's supervisor and have them apologize and assume me that this is not typical of REI customer service and that [redacted] and [redacted] I have been reprimanded, but of course my apology letters should include that information directly from them.

Business

Response:

Initial Business Response /* (1000, 5, 2014/01/13) */

Hello Revdex.com,

This case has been resolved internally and [redacted] has been responded to appropriately.

Sincerely,

Customer Support Supervisor for REI Sales & Customer Support

Review: I placed two orders on August 21, 2013. Order Numbers: [redacted] (a paddleboard) and Order Number XXXXXXXX. When I placed the orders, my order review said that both items were in stock. I also chose to have my items shipped to my REI Settlers Ridge Pittsburgh Pa store. I received an email stating that my items were shipped on 8/23/13 from the Washington State distribution center and that they should arrive on or before 8/30/13. On August 28, I contacted REI online help and asked when my orders would arrive at my store. They suggested that I contact my local store for a better estimate. I then contacted my store and told them I was expecting an order and that it should be received on or before the 30th. [redacted] at the Settlers Ridge Store, told me that they receive trucks on Thursday (which would have been Aug 29th) around 10am. She looked into the shipping status and told me that my boat would be on that truck. She also told me that she scans the items as soon as they arrive and that she would call me when they arrived on Thursday. I told her I appreciated the customer service because I needed to arrange to borrow a friend's truck to pick up my order. On August 29, [redacted] from the Settlers Ridge store sent me the following email : "[redacted],I just wanted to let you know that the paddleboard your ordered is being shipped from our Distribution center in Seattle . It is still showing in transit to our Distribution center in Bedford . It will not be at the Settlers store until next week. Sorry for any confusion on this matter. Let me know if you have any other questions." I called her after I saw the email and she told me that my boat wasn't on the truck and it still in transit. She gave me a 1-800 number to call for sales. I then called the number she gave me an explained to the customer service rep what happened. She looked up my orders and said that they were scheduled to arrive on time and that they should be at my local store. I then told her I just spoke with someone at my store and they told me that my orders were not on the truck. She then dug a little deeper and told me that my order arrived at the Bedford Pa distribution center from the Washington State distribution center...she then told me that 'they must have forgot to put your orders on the replenishment truck' FORGOT TO PUT MY ORDERS ON MY TRUCK I SAID?! HOW CAN SOMEONE FORGET TO PUT A 12' LONG BRIGHT RED PADDLEBOARD ON A TRUCK? She then told me since it was such a large item that sometimes they aren't put on the truck. HELLO, if my item was supposed to arrive in the store by a certain date, I expect it to be at the store. It shouldn't matter if my item was a backpack or a paddleboard. If my items were supposed to arrive 'on or before 8/30/13' I except my times to be at my store! I have been an REI member for years. I have always had good experiences but this one really takes the cake. I told the Customer Service rep that I was incredibly disappointed in the lack of customer service that I received. She didn't apologize or try to make other arrangements. She just fed me a line that some items take up to two weeks for delivery. And then she told me my board was on backorder which IT WAS NOT. I have emails confirming it was IN STOCK. She then told me some items take up to two weeks, why did I receive multiple emails and my status update on shipping in my REI account said that they would arrive ON OR BEFORE 8/30/13. I said told her they should not have provided the 8/30 date because they provided me falsified information! I'm SO disappointed in REI right now. I was looking forward to using my new items for the Labor Day weekend and now I have to disappoint my friends in family that they wouldn't be able to use them because SOMEONE AT YOUR BEDFORD PA DISTRIBUTION CENTER FORGOT TO PUT MY ITEMS ON THE TRUCK!!!!!! Now I will not get my items until well after the holiday weekend. And I have to arrange, yet again a truck to borrow! The lack of customer service and lack of compassion that I have received from REI employees is something that I would expect from WALMART. Not a company that I PAID to be a member of. OH BY THE WAY, when I was on the phone with the customer service rep she hung up on me mid-sentence!!! HOW F'N RUDE ARE YOUR EMPLOYEES?! You just lost a customer, REI. And you can bet that I complained about your store to everyone I know who shops there. Desired Settlement: Seeking a discount or other type of compensation for the horrible customer service I received and for the extremely late delivery of my orders. And a holiday weekend that was ruined because of your incompetent employees.

Business

Response:

Initial Business Response /* (1000, 5, 2013/09/09) */

Hello Revdex.com,

I would like to thank the customer for contacting the Revdex.com and providing feedback regarding their purchase with REI. I am also appreciative of the opportunity to address their concerns for the customer service they received.

I have extensively reviewed the REI.com order, #XXXXXXXX, along with all customer contacts regarding the 12 ft. Liquidlogic Versaboard in Firebrick red. REI always treats feedback with the utmost importance and attention to detail.

The customer placed order #XXXXXXXX on 8/21/13 at 7:15am and selected the free REI store pickup option. This shipping option is a free service that REI provides. After reviewing the call referenced in the complaint it was determined that the customer, [redacted], was informed that the order was not going to arrive on the expected date and that it would arrive on a following delivery truck on a later date. The customer was educated that expected/estimated shipping dates are not guaranteed. For reference please see REI's shipping policy and information at the link below. The REI shipping policy states: Estimated arrival dates are not guaranteed.

http://www.rei.com/help/shipping-timelines.html

To address the remaining complaints, through the entirety of the call there was no mention of the order being on backorder or that the board missed being loaded on the truck. It is also clear that the REI representative was still speaking to the customer when the call was disconnected.

I apologize for the inconvenience that this situation has caused the customer. As a courtesy, I would like to provide a future purchase coupon to the email listed on the order. I will release the coupon upon resolution of this complaint.

Thank you again for providing feedback and I hope that you will continue to support the co-op and we look forward to serving you in the future.

REI Customer Support Supervisor for Digital Retail Customer Support

Final Consumer Response /* (4200, 11, 2013/10/01) */

(The consumer indicated he/she DID NOT accept the response from the business.)

This is just another reason why I don't plan on purchasing from 'box stores' in the future. Ma and Pa stores value their jobs and employees and respect and appreciate their customers. I'm just another number to you, REI.

Final Business Response /* (4000, 9, 2013/09/27) */

Hello Revdex.com,

I would like express again that we appreciate the customer providing feedback regarding their purchase with REI.

As offered and per the customers' acceptance of the complaint resolution, I am sending a future purchase coupon to the email address provided on REI order [redacted]@yahoo.com). The customer can expect to receive an email containing the coupon within the next 2-3 business days.

I apologize for the inconvenience that this situation has caused the customer and hope that the REI co-op will have the opportunity to serve her in the future.

Sincerely,

REI Customer Support Supervisor for Digital Retail Customer Support

Review: I placed an order on 7/2/2014...order #XXXXXXXX @ REI.com....REI stated I will not be charged til the item is shipped since the item is on backordered. Immediately...I received 3 consecutive pending transactions in the amount of $328 to my credit card when I checked out online. I paid for 1 item but they charged my credit card 3 times. I know it's 3 pending transactions in the amount of $328 but why did they charged me 3x. I contacted REI and the rep [redacted] was rude regarding this matter telling me it will fall off. I continue to asked her why did they charged me 3 pending transactions when I all I did was made 1 item purchased for $328? she could not explained to me. My credit card security department called me and wanted to see if the charges are valid since 3 consecutive pending transactions was immediately charged to my account. I told my CC company that I did placed an order for 1 item and since all 3 are pending transactions, 2 of the transactions will fall off and we moved on. So today 7/9/2014 I logged onto my credit card account and now it showed 2 more pending transactions from REI in the amount of $308 on my CC. That is a total of 3 pending transactions for $328 and 2 pending transactions for $308 on my CC from REI. That's about $1500 that is being put on hold on my CC when all I did was made a purchase for $328 which included the $20 membership. I contacted REI again and spoke to [redacted]. I told her I wanted to canceled the item for $308 and wanted a refund of $20 for my membership since I will not be doing business with them anymore. I was refund $308 for the Kuat and received the email confirmation from them...but I also want a full refund of $20 for the membership I paid for when I initially bought the Kuat Vegabond online. I don't want to do any future business with this company as I think they are crooks.To charged me 5 pending transactions totaling more than $1500 when I purchased an item for $308 is ludicrous.

Product_Or_Service: REI MembershipDesired Settlement: DesiredSettlementID: Other (requires explanation)

A refund of $20 for their membersh8ip.

Business

Response:

Initial Business Response /* (1000, 5, 2014/07/18) */

Hello Revdex.com,

This case has been resolved internally and [redacted] has been responded to appropriately.

Sincerely,

Customer Support Supervisor for REI Sales & Customer Support

Review: I purchased a pair of shoes and they did not fit, so I sent them back to be exchanged for a different size. I followed the instructions on their website. Once REI had received the returned shoes, they proceeded to charge my credit card for another pair of shoes. I emailed REI and asked why they were taking money from my bank account without my permission or authorization. I was told in an email reply, "When you made your return you requested a new size to be sent. This gave us permission to charge your card for the new order." No, I did not give them permission, and just saying that doesn't make it so. I was NEVER asked, informed, or otherwise notified that money would be taken from my account. I have read the packing slip, REI's return policy, and emailed multiple times asking for some kind of elaboration concerning this action. I also called and spoke with a customer rep named [redacted] He could not find any policy or documentation regarding charging credit cards for merchandise returns. He also spoke to some colleagues, and he said they could not find anything either. I asked what gave them the right to steal from me, and he said, "That's how we keep track of our inventory and how we've been doing it for a long time." I asked, "Since I don't work for REI and have never returned anything before, how was I supposed to know that my card would be charged again?" He did not have an answer, and from what I have been told, this this policy is not listed ANYWHERE. My money has since been returned, but I still don't understand how it is seen as acceptable to take money from someone without asking. If I walked into one of their stores and took some merchandise without asking, I would be thrown in jail regardless of "my policy". I have sent multiple emails asking for some clarification or documentation of this policy - since that is supposedly what I had agreed to without knowing. Desired Settlement: I would like to be shown the policy or told how I was supposed to have known that my credit card would be charged. It would also be good if there was something in the "Return and Exchange Policy/Instructions" website that actually explained this. I was charged an overdraft fee because of this, and am working with my bank to rectify, but they are requesting to see this return policy that I cannot find.

Business

Response:

Business' Initial Response /* (1000, 5, 2013/06/13) */

Hello Revdex.com,

Customer, [redacted], mailed his return request for [redacted] shoes in size 12 to REI. [redacted] requested on the return paperwork to purchase a different size (11.5) of the same shoe. As requested per the return paperwork, the return order was processed crediting [redacted] for the return of the [redacted] shoes in size 12 and a new order was placed for the [redacted] shoes in size 11.5.

On the return order and the purchase order invoices the customer was notified of this process with the below note:

"Your exchange order and credit have been processed separately. Your new order should arrive shortly. Your credit should post to your account within 7-10 business days."

The customer, [redacted], was also responded to concerning his email question below:

Sent: May 29, 2013 10:23:59 PM

Name [redacted]

Member XXXXXXXX

Email [redacted]

Question Hello,

I placed order XXXXXXXX on 4/30/2013. The shoes that were in that order were too big, so I mailed them back and requested size 11.5 instead. I have verified the shoes were deliverd, but today my credit card was charged for $117. When I logged into the REI site, does NOT show my previous order in my order history, but rather a NEW order that I did NOT place, nor did I give anyone permission to charge my credit card. That new order, XXXXXXXX, was created on May 29th for that same pair of shoes, but size 11.5 - The size I had requested when I returned the size 12. Since I have returned the size 12 shoes, I should not have been charged again. Please return the $117.70 as my bank will charge me an overdraft fee if my account is negative for more then 24 hours.

REI response on 5/30/2013:

Hello,

I am writing in regards to your return.

When you made your return you requested a new size to be sent. This gave us permission to charge your card for the new order. Your card has also been credited for the item that was returned.

Wishing you happy outdoor adventures!

Online Sales Ops Specialist

After thoroughly reviewing all aspects of this Revdex.com complaint I have determined that REI has fulfilled all orders and returns as requested and no additional courtesies or compensation will be provided.

Thank you again and best wishes for continued outdoor adventures.

Sincerely,

REI Digital Retail Customer Support Supervisor

Review: Shopped REI located in Oakbrook Terrace Illinois. Very rude employee ([redacted]) I made the store manager [redacted] aware of my concern and he cared less. Even told me there was another location I could shop at since I was displeased with my horrific experience at his store. No further assistance was offered I left the location in tears.

Desired Settlement: DesiredSettlementID: Other (requires explanation)

DesiredSettlementID: Other (requires explanation)A call from REI customer service manager

Business

Response:

Business' Initial Response /* (1000, 5, 2013/04/26) */

The customer was contacted by the District Manager of that retail location by phone on 4/18/2013. The customer was able to share details of her experience. The district manager apologized for her experience and offered some options for resolution. The customer indicated that based on the service she received she did not want anything from REI and that she will not shop at REI or use any REI products. The customer indicated she would not like to be contacted further from REI. If the customer wishes to speak further about her experience she can contact [redacted] Retail Director at [redacted]@rei.com or by phone at [redacted]

Review: I made a purchase from rei.com. In November I went to the REI store in Paramus, NJ to return or exchange the purchase. The store employee that was helping me exchange what I purchased for something that fit me better told me that I would be able to do the return after the holidays. I couldn't find what I wanted and I thought my father might like the items I bought as a gift because they were too big for me.

I went to the same store today and they refused to return the purchase because it was from REI outlet.

I purchase about $1000 of bike and outdoor gear every year. Mostly at [redacted] and [redacted] I have not had much experience with REI because it is new to NJ. This is a bad experience. Please refund my money completely or let me bring in the items for store credit.

Order #XXXXXXXX

Member #XXXXXXXDesired Settlement: full refund or store credit. The total was $85.96.

Business

Response:

Initial Business Response /* (1000, 5, 2014/01/13) */

Items purchased from REI-Outlet.com have a 30 day period in which they can be returned. This is cleary stated on the order invoice that ships with the items. It is also clearly stated on both the REI.com and REI-Outlet.com websites. The store was adhering to this clearly stated policy in denying the return.

Final Consumer Response /* (3000, 7, 2014/01/14) */

(The consumer indicated he/she DID NOT accept the response from the business.)

This response did not address the situation I described. As explained, I attempted to return the item within the 30 day period and at that time an REI employee told me I had 1 year. The employee saw the packaging receipt I had.

Additionally, my credit card bill clearly shows the charge as "REI.COM" (not REI-Outlet.com). I will be disputing the charge through my credit card and I will not shop at REI ever again.

Final Business Response /* (4000, 9, 2014/02/07) */

The Paramus REI Store Manager has been contacted regarding this complaint and has reached out to Mr. [redacted] to resolve the issue. Return policy decisions are made at the store level and any further resolution regarding those decisions are best handled at the store level. Our apologies for the confusion and time it has consumed for Mr. [redacted].

Review: I visited the Lynnwood, WA store yesterday (XXXX-XX-XX) with my girlfriend, her

son, and her disabled brother. We were shopping for back-to-school items. To

be specific, we were seeking shoes and jackets for the boys. After trying on

several different jackets with both boys, we selected one for her son, which was

on the "Sale" rack in the kids section. We also selected one for her brother,

which was also on a "Sale" rack, this time in the adult section. Additionally,

we selected a pair of shoes for her son and several other miscellaneous items.

Unfortunately, the two jackets that we selected were not priced with the stated

discounts. I spoke with the "store manager" [redacted] (really the shift manager),

and she was extremely confrontational and rude. Not only did she refuse to

adjust the price of the kids jacket, she accused me of "yelling" and forced me

to leave the store. Obviously, my thoughts on this situation differ from hers.

I was not yelling, nor was I aggressive. I simply asserted that the correct

pricing should reflect the "Sale" pricing we were told specifically applied to

the blue and green jackets on the kids rack. Furthermore, when my girlfriend

attempted to purchase the other items (i.e. after I left), she discovered that

the jacket she picked out with her disabled brother was *also* not correctly

priced. At that point, [redacted] again chose to not honor the sale pricing. My

girlfriend gave up and left. We ended up gettig the necessary jackets at the

[redacted] store in the same mall, having wasted almost 2 hours in REI, with

both kids in tow. I contacted REI and was called back by the store manager,

who refused to even apologize for the incident with [redacted] and is attempting to

blame the situation on me. At this point, I'm never going to REI again and I

recommend that other people avoid it as well, most especially the store in the

Lynnwood, WA mall.Desired Settlement: A full apology for both my girlfriend and myself.

Business

Response:

Initial Business Response /* (1000, 5, 2014/09/09) */

Revdex.com Complaint Case# XXXXXXXX

Thank you for the opportunity to respond to [redacted]'s complaint, referenced above.

REI is a consumer cooperative dedicated to a high level of customer service and satisfaction in all areas of our business. We regret that [redacted] is not satisfied with REI, despite our efforts to address his concerns.

REI maintains rules, standards and processes for developing and implementing pricing, signs, materials and related aspects for sale items. These rules, standards and processes were followed for the items in question, and we believe the signs clearly and truthfully indicated which items were on sale.

Three individuals who are part of store management, including the store manager, and at least one individual at the REI Direct Sales contact center have engaged with [redacted] to receive his feedback and resolve his concerns. In the course of one conversation at the store, and in response to the manner in which [redacted] was voicing his concerns, the acting manager asked [redacted] to leave the store. The REI store manager has apologized to [redacted] for his frustration and dissatisfaction, but this did not appear to satisfy [redacted]. We understand and appreciate that individuals have different perspectives, and it appears in this instance that we have done all we can to resolve this situation.

Initial Consumer Rebuttal /* (3000, 7, 2014/09/11) */

(The consumer indicated he/she DID NOT accept the response from the business.)

The REI pricing and sale practices are in some cases highly questionable, to say the least. It is apparently an "open secret" within the mall complex that pricing at REI is wildly inaccurate, almost to the point of being criminally fraudulent.

Meanwhile, the acting manager demonstrated the exact opposite of good customer service. And nobody has actually apologized in any real way for that or any of the other serious issues that my girlfriend and I *both* experienced while at your store.

I still refuse to accept your non-apology as you clearly wish to paper over the issues instead of actually dealing with them.

The solution here is simple. I want a full and complete apology for the extremely poor behavior demonstrated by your staff. Failing that, not only will I not be coming back to your store, I will not be going to any REI ever again. Furthermore, I may pursue other actions to prevent this type of thing from happening to other people. Think very carefully about your response.

Final Business Response /* (4000, 9, 2014/09/25) */

Hello Revdex.com,

REI feels that we have exhausted all resources to reconcile this complaint. As stated in our initial response, multiple employees, including the Manager of the Store Location in question, have reached out to offer their sincere apologies for the frustration and dissatisfaction that Mr. [redacted] experienced. Mr. [redacted]'s refusal to accept the apology leaves us at an impasse.

REI has confirmed that our internal standards and processes for the pricing and signing of sale items were followed and that the signage clearly and accurately reflected which items were on sale. REI will continue to follow our internal processes to ensure the clarity and accuracy of product price information.

Final Consumer Response /* (4200, 11, 2014/09/30) */

(The consumer indicated he/she DID NOT accept the response from the business.)

They have specifically refused to provide me with a *full* apology, instead offering a halfhearted one and then attempting to shift most of the blame back to me. I rejected their apology because it was incomplete and insincere. Their "internal standards and processes" are at a minimum confusing and at a maximum highly deceptive. This particular REI store provided the absolute worst customer service I have ever received from any business. The only thing they appear to be good at is lying and making excuses.

Review: Dear Revdex.com,

I am an international customer in dispute with REI.com, the online store of the American outdoor chain.

I come to you as someone in need of help, and am really thankful that you would provide help to us international customers, to make our voices heard.

I have to be forthright that English is not my first language, and ask for your favor in hearing my claim. I am in much gratitude.

The incident is this:

On May 16, 2013, I placed an order (Order #: XXXXXXXX) at REI.com. The order was $100 value plus $40 shipping fees. The main item was of $52 value. After 5 days of waiting for the order to be processed, the order was shipped on May 21, but without the main item. I was only notified of the cancellation of the main item in an after-the-fact notification sent along with the shipping notification. And no specific reason was provided for the item's cancellation.

After I received the notifications, I checked REI.com's website for the availability of the cancelled item. To my surprise and dismay, it was still available for purchase. In fact, it had been available for purchase for more than a week after it was cancelled from my order.

Because of the 40% shipping fees involved in ordering at REI.com, international customers like us have to optimize their the contents of their orders to get the best contents vs. shipping fees value. Often times, I had to wait for an item that I wanted and also could fit into my order to come along to justify the shipping costs.

I waited and planned the order for months. I had patiently waited for the order to be processed for 5 days to be shipped. And I only got this cancellation notice out of nowhere. No explanation. No apology. No before-the-fact consultation to ask me if I even wanted the gutted order or not (In fact, no one contacted me about the cancellation either before or after). No consideration. No respect. No courtesy. No civility. Despite the fact that I had been buying from REI ever since I joined the membership, continually and consistently for more than two years. And the "unavailable" (as worded in the cancellation notification email) item had gone on to be available to others for a week.

I think it was understandable that I became rather dismayed, frustrated, and even angry. And I sent a frustrated email to their customer service to tell them how angry I was with the way they handled the order and treated their customer. It should be noted that, as far as my knowledge of English permits me to know, I did get acerbic, but never used any foul language in the email.

Then after two days, without addressing any of the complaints that I raised, an extremely insinuatingly insulting and condescending email was sent to me as a response from REI.com. It came from the general customer service email account, but was signed as REI's online "Customer Support Supervisor":

-----

Dear Mr. [redacted]:

I am writing in regards to your ongoing contact(s) with REI. When analyzing your contact history, we noticed an exceedingly high number of service complaints. Unfortunately, we are not meeting your expectations and our best efforts over a period of more than two years have not resulted in a consistent level of satisfaction.

REI prides itself on experienced staff to assist customers in selecting the appropriate gear for their specific activities. In return, we expect a certain level of courtesy, respect and civility. In your case Mr. [redacted], we have not been able to fulfill your requirements and unfortunately your dissatisfaction has increased to the point of anger.

I can appreciate your desire to shop with us but after a complete review of your history with REI, it is clearly evident we are not able to maintain a mutually beneficial relationship with you.

At this time, I am expecting that you no longer do business with REI and ask that you choose another retailer for your outdoor needs. We expect that no further orders will be placed and no related contacts will be made to any channel of the Recreational Equipment Incorporated business. This includes all orders placed under yours or any other name.

I have requested that all open orders be completed. All orders placed after today will be cancelled.

Sincerely,

REI Direct Sales Customer Support Supervisor

------

In this email, the "Customer Support Supervisor", cited the "best efforts" of his staff, which in this case, to be blunt, was just the inexplicable cancellation and consequent ruination of my order I described above.

It should be noted that, throughout my purchase experience at REI.com, such "best efforts" had never been ceased to be "given" to me. And emails so insinuatingly, insultingly, and condescendingly stylized, as exemplified by this one from their "Customer Support Supervisor", had never ceased to be the way his staff communicate to me. In the last email from his staff, it basically said that she "was happy" to diss her customer.

It seemed that it never occurred to this "Customer Support Supervisor", that it was only because of such "consistent" "best efforts" and insinuating emails from them perpetrated against their customer, that they had never achieved "consistently satisfaction" for their customer, which they even had the brazenness to blame on their customer.

This "Customer Support Supervisor" said he "comprehensively reviewed my history with REI". But it seemed to me that he only saw what he wanted to see, seeing only my "complaints" (which he obviously made it seem like "whining"), but not what had caused them, which even elevated them "to the point of anger". He, as the "Customer Support Supervisor", seems to only see the problems of his customer, but not those of himself nor his staff.

In my email, I appealed that REI.com should conduct business with basic concerns to its customers and with the ethics and principles a customer expects from a dealer like REI. But, in his email, the "Customer Support Supervisor" answered that such things are of no concern to him, even mocked his customer's "expectation", and instead "expected" many things from his customer.

I had resorted regularly and often to REI, from another country, out of loyalty, despite their "best efforts", for more than two years straight ever since I joined REI. If I had any "history" with REI, this had been my "history". But to which, in his email, this "Customer Support Supervisor" only answered that the customer with such "history" was not valuable enough to him.

If this had really been a "business" decision like he partly insinuated, I'd like to hear the opinions of the Returns and Sales departments, instead of the opinion of this "Customer Support Supervisor".

In my email, I protested against the inexplicable cancellation and ruination of my order and demanded that my rights be respected as a customer. To which, in his email, this "Customer Support Supervisor" answered by vowing to further cancel all of my future orders.

This has been the response from REI.com for a wronged customer. I cannot help but wonder: Should this be how a REI "Customer Support Supervisor" "supports" the customer?

Furthermore, this "Customer Support Supervisor" had even initiated an unfounded warning to either [redacted] or my bank, which had made my bank contact directly me about my credit card. Though the bank had been taciturn about its opinion, from its tone, it was obvious that my credit rating was affected.

The fact is, my credit card has been validated by REI, in use at REI for more than a year, and it was even used by REI for transactions just before the incident. The payment from this credit card had never failed and had always been prompt, as my "history" with REI will show. And nowhere in this Customer Support Supervisor's email was the matter of credit card even and ever in question.

Thus, this "Customer Support Supervisor", [redacted], had obviously used the dispute between me and REI.com's Customer Support to damage my credit rating and record, and made REI.com an instrument of his personal malice against me. It is patent that the warning was ethically unsound; it was used as measure of retaliation against his customer, only because the customer dared to "complain".

Then, in another and his last email, this "Customer Support Supervisor" revoked my membership (Member #: XXXXXXXX) with REI despite its being "lifetime"(at least this is how it is advertised), and gave no specific rules, regulations, or policies according to which the revoking of my membership was made.

Since this "Customer Support Supervisor", as REI.com's Customer Support Supervisor, had already "expected" me to never contact them and taken no positive actions after my complaints, I can think of no one other than Revdex.com to help me, to make a customer's rights and person respected.

Desired Settlement: 1. The emails from REI.com's "Customer Support Supervisor" are extremely insulting and condescending. I'd like his superior to answer that if this is the way a customer should be treated by REI, and if this is the way a customer should expect to be treated by REI? I'd also like to know if this "Customer Support Supervisor" also write such emails like the one he sent me to his domestic customers? And I'd like a sincere apology from this "Customer Support Supervisor" for subjecting his customer to such insults and condescension.

2. I'd like my credit card to be secure. Whatever this "Customer Support Supervisor" had told [redacted] or my bank are patently unfounded. REI.com itself had been using this card for payment for more than a year with no incident and always with success. The warning from this "Customer Support Supervisor" is obviously unethical, and only aimed to hurt his customer. I'd like this "Customer Support Supervisor's" superior notified of his behavior. And I insist that my credit card be never subjected to such unethical behaviors again by REI in the future. Also, I'd like REI to make remedy to whatever damages that have been done because of its unfounded warning to [redacted] and my bank, and I'd like REI to make sure that its unfounded warning to [redacted] and my bank would not affect my future purchases with other online merchants in the United States or elsewhere.

3. Despite an email from this "Customer Support Supervisor" pledging to immediately refund the amount REI charged for the order, including the REI dividend used in payment for the order, my bank has never received such payments to date. I'd like the immediate refund for the order and the dividend. The order was simply not what I ordered, and they should not make me pay for their mistakes.

4. If REI is ending my membership (which I paid for, never asked for it to be refunded, and was never refunded, despite this "Customer Support Supervisor" sent me an email notifying me of his unilateral "refund" of the membership), I'd like to know it was done according to what rules, regulations, or policies? And is this "online" "Customer Support Supervisor" in a position to "end" my REI membership? If his decision should concur with REI.com's, I'd like to know, since he only belonged to the online operation, is my membership also voided in REI's physical stores?

5. I made purchases at REI.com, despite its higher prices than its competitors and the international shipping fees 40% of the order value, only because of REI's guarantee of unlimited lifetime returns for its members. And for this "unlimited lifetime returns", I, by my purchase of higher-priced items and my payment of 40% international shipping fees, have paid my dues. And thus, I believe the purchases I made at REI.com while I had been a member deserve to be honored "unlimited lifetime returns" at REI or REI.com whether REI.com hereafter voided my membership or not. I'd like REI to guarantee the possible returns of the purchases that I had made to REI.com or REI physical stores even if REI decided to end my membership.

6. I will still strongly dispute if REI decided to revoke my membership. In fact, after the way my last order was handled, I had already decided not patron REI.com anymore. And after the way this "Customer Support Supervisor" of REI.com had treated his customer, I will certainly never buy from REI.com again to help pay for the living of such an individual, but I will never concede to the way he wronged and disrespected the rights of his customer either. I still demand my rights as a member of REI, but I will never shop there again. It is my stand as a customer for his rights and person to be respected.

Business

Response:

Business' Initial Response /* (1000, 5, 2013/06/21) */

Hello Revdex.com,

Customer, Mr. [redacted], has been directly communicated with and REI considers the matter closed as of 5/27/2013.

Addressing Mr. [redacted]'s requested desired resolution above:

1)All members and customer are treated equally and fairly. As stated in my communication from 5/23/2013, "REI prides itself on experienced staff to assist customers in selecting the appropriate gear for their specific activities. In return, we expect a certain level of courtesy, respect and civility. In your case Mr. [redacted], we have not been able to fulfill your requirements and unfortunately your dissatisfaction has increased to the point of anger."

2)REI abides by and is in accordance with all International, Federal, State, and local rules and regulations.

3)All agreed upon refunds have been processed as of 5/27/2013. Once processed and released by REI it may take up to 45 days to reflect in your bank statement.

4)REI reserves the right to accept, deny, or revoke a membership at any time.

5)Please review the REI return policy at http://www.rei.com/help/return-policy.html.

6)Mr. [redacted] is no longer a member of the REI Co-op.

Thank you again and best wishes for continued outdoor adventures.

Sincerely,

REI Digital Retail Customer Support Supervisor

Review: Membership Number: XXXXXXX

1. I order a pair of downhill ski from REI online on 10/11/2012.

2. REI website mentioned about a 20% off promotional deal if I applied for REI VISA at check out.

3. So, I applied for REI VISA at check-out and expected a discount, but my application was not approved right away. So I did not receive any discount from REI for my purchase.

4. If my REI VISA application was denied, I will accept the fact described above.

5. However, I received the new REI VISA card in the mail on 10/18/2013.

6. I called the customer services phone number listed in the back of the REI VISA to request for the promotion I was promised. My request was denied.

7. I received another promotional email from REI on November 2013 that promise for a $100 REI Gift Card for applying a REI VISA Card. This make me feel very bad about REI's service and a possible intension of fishing for VISA applications but not offering as promised.

8. REI already pulled my credit report and issued me a VISA, but not offering promotional deal as promised. This is different from the champion service I received from REI before.

Desired Settlement: I wasted my valuable time to make phone call to customer services listed at the back of the card but received a unpleasant denial. I also have to spent time to fill out complaints on Revdex.com. I was unhappy about this VISA card application thing for more than a year. The current $100 REI Gift Card promotion runs until 12/31/2014. I like REI to offer me a $100 REI Gift Card and send me a letter of apology.

Business

Response:

Initial Business Response /* (1000, 5, 2014/01/06) */

In response to this complaint, REI reached out to our partner at [redacted] to research the complaint. The [redacted] Customer Service Department reviewed his account and here were the findings:

"Member applied via Home Based ILA and was not approved instantly but eventually was after a manual review. [redacted] is not aware of an offer where a member received 20% off skis if they applied for the REI Visa as this is where the confusion to the member may be. Member did not qualify for a gift card due to not making a first purchase within the qualified time frame but we will issue one as a one time courtesy (card will go out this week)".

Note: Account was opened in 10/12 and did not make a first purchase until 10/13.

Also, REI has never run a 20% off merchandise promotion in conjunction with signing up for an REI Visa.

Review: Re: Order Number XXXXXXXX

Hello,

Thank you for having such a great Organization. It's appreciated.

I would like to bring your attention to these Ragg Socks that I purchased over a year ago, yet of the 7 pairs, 4 remain in the packaging because they have a defect. I cannot wear them because the wool is molded to a smaller size than I ordered and they will not give for more room. They are too tight on the toe box and I cannot wear them for more than 3 hours. I meant to return them last year, but with that active storm season, I didn't. Now, with this cold weather I have donned them again and remembered the whole story.

In sum, I should not lose value because of a factory error; they are defective. Thank you for your time.Desired Settlement: Replacement and/or Store Credit.

Business

Response:

Initial Business Response /* (1000, 5, 2014/10/08) */

Dear [redacted],

Thank you for contacting REI regarding your order; I have some additional questions about your concern that will help us understand the situation. Is your concern a result of your experience in a store? If so can, you please tell us which store? Once we have a better understanding of the situation, we can ensure the correct teams are involved.You can also reach us directly at [redacted]@rei.com.

Thank you,

REI Retail Operations

Initial Consumer Rebuttal /* (3000, 7, 2014/10/09) */

(The consumer indicated he/she DID NOT accept the response from the business.)

Thank you for your response. My complaint has an Order Number on it - which is from the Internet/REI site. As a compromise, what about a 75% Web Store Credit?

Final Business Response /* (4000, 9, 2014/10/10) */

Dear Mr. [redacted]:

REI's 100% satisfaction guarantee states that if you are not satisfied with your REI purchase, you can return it for a replacement or refund. Items must be returned within a year of purchase. However, if your item has a manufacturing defect in its materials or workmanship, you can return it at any time. Our guarantee doesn't cover ordinary wear and tear or damage caused by improper use or accidents.

In order to facilitate a return on the socks, we would need you to bring the items in question to an REI store, so that we can inspect the products for defects and if warranted, process a refund or exchange. As you are a member of the co-op, we have a record of the purchase in our member purchase history database. We have requested that the store manager at the Ann Arbor REI (the closest store according to your address) reach out to you to discuss the issue and arrange for you to bring the socks to the store. Her name is [redacted] and we have forwarded your contact information to her.

Thank you again for bringing this issue to our attention. Please let us know if we can provide further assistance. You may email us at [redacted]@rei.com.

Our best,

REI Retail Operations