R E I

Review: My husband and I were looking for a safe bike trailer and found one online at www.REIOUTLET.com.It was the Avenir Sport Dual Bike Trailer and Stroller Kit.The first one we picked up in the Tustin REI store was brought home only to my surprise it did not come with a stroller kit and it was the wrong one sent.The one that was send to the store was actually a totally different product from the same name brand called the Avenir Dome Trailer.Another surprise is that this too did not get delivered with a stroller kit.So, I called the online customer service and they assured me that it should and to just return it and they would send another one to the store for assembly and pick up.Again, we picked it up and it was still the Avenir Dome with no stroller kit.I again called and this time I was told this is the product and that it doesn't come with a stroller kit so they discounted it for us even more.Long story short after using this trailer for my kids, come Memorial Day we took it out and we had my 13 month old son and a friends 5 yr old daughter in this trailer and the hinge loosened, hit the ground and flipped the kids over onto the top opening of the trailer and then onto the side.We checked the trailer out and there was supposed to be a safety pin that secured the trailer to the bar that attaches to the bike that was NEVER actually placed to begin with by the person in charge of assembling the trailer at the REI Tustin location.I called them immediately and talked to more then 1 manager and they were all "sorry", but did not want to take responsibility for their lack of attention to the manual when assembling our trailer and still handed it off to us to use for our children and to potentially kill them.In what was supposed to be a fun and safe bike ride turned into horror to say the least, injury, and fright!To this day no one from cooperate or the local store have done anything to help us out other then offer us their cheapest trailer just to shut us up.BE AWARE of all products from REI/REI OUTLT

Product_Or_Service: Avenir Dome Trailer

Order_Number: XXXXXXXXDesired Settlement: DesiredSettlementID: Replacement

Replacement of Avenir Dome trailer to a trailer that I choose for my children that fits their needs and our needs as parents in safety/comfort.Apology letter from the company/REI Tustin store/REI Outlet taking full responsibility for giving us a bike trailer that was not assembled correctly, which in turn caused injury to my child and the child of our friends that we were responsible for. REI Outlet for wrong product delivery.Other requests will be made between our family and REI personally!

Business

Response:

Initial Business Response /* (1000, 5, 2014/07/24) */

REI is committed to providing the best products and service in the Outdoor Retail industry. To ensure we are following through on this commitment, research into the complaint was performed.

A contact to the Tustin REI store manager was made and confirms that the store has made reasonable efforts to resolve the product replacement issue by offering to return the Avenir trailer and deeply discount a different stroller as a replacement.

A contact to our Legal team was made to ensure that we are taking appropriate action regarding any personal injury aspects of this incident. Our Legal team confirmed they have been contacted by the customer and are working with the customer to address this issue.

A contact to our Sales and Customer Support team (REI Outlet.com/REI.com) was made to ensure that we took the appropriate action in resolving a customer service issue. Records show that a call was received and a customer request for contact information for our Legal department was provided.

Any resolution of requests for injury compensation cannot be addressed by our retail stores. Our Legal team is the contact for those requests.

Requests for product replacement or returns can be addressed by the Tustin store manager.

Our apologies for this customer experience are sincere. It is our hope that we can resolve the matter in a courteous and responsible manner.

Sincerely,

REI Retail Operations

Initial Consumer Rebuttal /* (3000, 7, 2014/07/25) */

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

No one is making a effort to call me back to resolve my issues. The store offer is [redacted] and doesn't take care of the real issue at hand, especially when they sold out of these trailers and there are other children in danger of this same situation happening to them if not worse. REI needs to take further action and recall all these Avenir bike trailers before something horrific happens to another child/children!!!! I will not accept REI's cheapest trailer in their store just to shut me up. They should take responsibility for their lack of assembling of this trailer and ask me as a mother who had to see her child hurt and scared what I want so that I am 100% satisfied in a safe trailer by my choosing, not by their choosing!!!!

Final Business Response /* (4000, 9, 2014/08/05) */

REI's Legal department is in contact with Mrs. [redacted] and working to resolve the issue. A contact to the trailer manufacturer has also been made as part of the investigation. The Legal department is working with the manufacturer to find an appropriate resolution. At this time, the REI Legal department will be handling any further contact with Mrs. [redacted].

Thank you,

REI Retail Operations

Final Consumer Response /* (2000, 11, 2014/08/06) */

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

I am in contact with legal!

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