Recreational Equipment Inc

To Whom It May Concern,
 
sans-serif;">The attached letter was sent to the Tustin, CA REI store.  This complaint has been resolved with the consumer.
 
Thank you,
 
[redacted]
REI Retail Operations

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 ANY PRODUCTS ASSEMBLED BY REI!!Desired Settlement: 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 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.Other requests will be made between our family and REI personally!!!

Business

Response:

To Whom It May Concern,

The attached letter was sent to the Tustin, CA REI store. This complaint has been resolved with the consumer.

Thank you,

REI Retail Operations