Recreational Equipment Inc.

Hello,Thank you for your feedback. If you could contact REI Retail Operations at 1-800-999-4REI ext. [redacted] or [redacted]@rei.com with more information as to what store location you dealt with and verify the item you wish to return, we would be happy to research further and work on a solution. Thank you,REI Retail Operations

Complaint: [redacted]I am rejecting this response because: The company simply repeats itself over and over. As I mentioned many times, my pants were purchased when the old return policy was still in force (unlimited returns), therefore REI is obligated to honor my return, regardless of the condition of the garment. I am willing to send the item back for a refund, but the company should provide a prepaid return label for my convenience.
I am a journalist and I can honestly say I've never been this poorly treated by a company in my life, particularly one whom I've given thousands of dollars of business in the past. REI's policy of assuming the customer is at fault is ridiculous. If the company refuses to comply with their original policy (as per the receipt when I originally purchased) I will make sure that I not only never shop there again, but I will advise friends and family to do likewise.
Sincerely,[redacted]

Upon review of the price history of the socks, they were reduced to a clearance price of $2.83 on 8/19/2014 (just shy of two years ago).  As stated earlier, our Return Policy does require a proof of purchase.  Unfortunately, gift items are not excluded from this requirement.  If Mr. [redacted] can provide a receipt showing a different price paid for the item, REI will gladly refund the difference.  He would need to bring the proof of purchase to the Ann Arbor store to be verified.  The REI Retail Operations team is happy to contact the store on behalf of Mr. [redacted] and let them know if he has a proof of purchase he can bring to the store, and explain the issue.  Once the store verifies the proof of purchase, a refund for the difference owed can take place. 
If Mr. [redacted] does not have a proof of purchase, then the store has already gone above and beyond our stated Return Policy by providing a store credit in the amount of $15.00 for the 5 pairs of socks.  If there is no proof of purchase, then REI does consider this Revdex.com case to be closed.
 
Thank you,
REI Retail Operations

Complaint: [redacted]
I am rejecting this response because:...

 There has been no attempt at resolve by REI.  Agreed charge was $218.90 on my credit card.  A hold on my funds of $328.35 on my card for 4 days and of $273.62 for 1 day.  In total REI held, against authorization $492.52 on my card over and above the agreed upon charges.  When I called REI customer service - multiple times - I was treated as if I was the problem.  REI stated that my bank could remove the "extra charges".  When I called my bank they immediately disputed that inaccuracy - My bank informed me that #1 it is illegal for companies to withhold money in my account that I have not authorized and #2 only REI could remove those charges.  When I called REI back I was completely blown off as if I was the problem.   
Sincerely,
[redacted]

Hello Mrs. [redacted],
We are very sorry to hear about this accident and we would like to get some more information from you so that we can follow through with an investigation as soon as possible.  
- Can you tell us which REI location the bike trailer was purchased at and the date of purchase?...

 
- What REI location did the installation of the trailer attachment on your husbands bike?  When did the installation work occur?
- If the purchase of the trailer, the bike, or the shop work for the trailer install were rung up under an REI membership number, please provide the membership number.  
Once we have located the purchase information for the trailer and know which shop did the trailer installation work, we can contact the store and begin our investigation protocol.  
Thank you,
REI Retail Operations

Complaint: [redacted]I am rejecting this response because:
The check promised for the refund has yet to arrive. Once I get the refund check I will be happy to close out the complaint.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
Their conclusion is solely based on their inspection and on their standards. I felt they have been dominating the whole process. They took the skis out of my hand and make all the inspections and they tell me their technician says the settings are ok.  I want to ask for second opinion from an authorized organization about my case.Sincerely,[redacted]

Hello Revdex.com,
Thank you for sharing the customer concerns for order #[redacted].
This matter was resolved internally with an email response sent to Ms.[redacted] on 2/12/16.
Thank you,
Matthew F[redacted]
Customer Support Supervisor for REI Sales & Customer Support

Hello Revdex.com,   This case has been resolved internally and Mrs. [redacted] has been responded to appropriately.   Sincerely,   Matthew F[redacted] Customer Support Supervisor for REI Sales & Customer Support

Complaint: [redacted]
I am rejecting this response because:customer service rep was unable to confirm how the refund would occur giventge order was placed with an old credit card and she couldn’t confirm if the return would take place. 
Sincerely,
[redacted]

Hello Revdex.com,
To reiterate, it is always REI’s intention to fulfill all requests for orders but unfortunately in [redacted]’s case we were unable to do so due to lack of inventory.
 
Preauthorization of payment is required for all order requests. Once the requested item is determined to be unavailable; the item is cancelled, authorization is released and no payment is collected. REI did not commit to ship the Patagonia, Better Sweater Jacket, UNDERWATER BLUE, S, Men's (8858630041).
 
I recommend that Mr. [redacted] review the entire REI Terms of Use because once accessing or using our website, mobile, applications or online services, Mr. [redacted] agreed to be bound by these terms of use.
 
As stated in the opening of REI Terms of Use:
“PLEASE READ THESE TERMS OF USE CAREFULLY. BY ACCESSING OR USING OUR WEBSITES, MOBILE APPLICATIONS OR ONLINE SERVICES, YOU AGREE TO BE BOUND BY THESE TERMS OF USE AND ALL TERMS INCORPORATED BY REFERENCE. DO NOT USE OUR WEBSITES, MOBILE APPLICATIONS OR ONLINE SERVICES IF YOU DO NOT AGREE TO ALL OF THESE TERMS.”
 
As stated in the REI Terms of Use; Part Two - Section 1:
“All items are subject to availability and we reserve the right to impose quantity limits on any order, to reject all or part of an order and to discontinue products or services without notice, even if you have already placed your order.”
 
As stated in the REI Terms of Use; Part Two - Section 3:
“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:
“We (REI) will not charge your payment card until the item ships to the designated delivery address.”
 
REI will not be honoring the requested substitution but as a courtesy, [redacted] was provided with a 20% off coupon to use towards a future purchase. REI considers this matter resolved and no further courtesies or compensation will be provided.
 
Sincerely,
 
Matthew FCustomer Support Supervisor for REI Sales & Customer Support

Complaint: [redacted]I am rejecting this response because: The response is shallow and shows very little concern for customer satisfaction....and it's also factually incorrect...I was indeed charged shipping....it's on the email confirmation. Also items were confirmed to be in stock but the order was later canceled. 
clearly REI is not the company it used to be. What a shame.
Sincerely,[redacted]

Hello Revdex.com,Thank you for forwarding the customer's experience to us and I apologize for any inconvenience that this situation caused.I have personally reviewed the REI.com order #[redacted] and see that the two (2) VAUDE, Sioux 800 C, BLACK, LEFT sleeping bags were purchased on 5/28/15 and estimated to...

arrive on 6/3/15. Per the [redacted] tracking number, [redacted], the order delivered as addressed on 6/2/15 which was one full business day earlier than expected. Mr. [redacted] contacted REI on 6/3/15 and reported that he has not received the merchandise then requested a full reimbursement for the order. REI policy is to wait 48 business hours past the EAD (in this case 6/5/15) before taking any action such as refunding or reshipping items.As a courtesy, REI began an investigation and opened a trace with [redacted]. After complying with all REI policies and completing appropriate research with [redacted], REI initiated a reimbursement for the delivered not received merchandise. Mr. [redacted] understands that since REI has reimbursed him for the sleeping bags he is now responsible for returning all REI property if and when he does receive the original order.  REI considers this complaint resolved and best wishes for continued outdoor adventures.[redacted]Customer Support Supervisor for REI Sales & Customer Support

REI did thoroughly consider all aspects of the transition to Mastercard.  The new REI Mastercard provides rewards to the cardholder that exceed what was in place with Visa.  While the transisiton is giving the best card product to our members, we understand that there may be...

some impacts as well.  We do sincerely apologize for the inconvenience [redacted] is experiencing.  There was not a $100 gift card offer, or any other monetary compensation being offered as a part of this transition.  We have sent a $50 gift card to [redacted], and consider this Revdex.com complaint to be closed.Thank you,Ted W[redacted]REI Retail Operations

Complaint: [redacted]I am rejecting this response because:
Your response goes against the stated "100% Satisfaction Guaranteed" policy. Opening a packaging cannot be considered ordinary wear and tear, improper use or accident. There is a high probability that a reasonable person would choose to cut a plastic bag that has no way of opening without tools and shows no warnings. It is REI who decided to use this specific type of packaging and make is so tight so there's no empty space inside. Thus REI should be taking responsibility and not make it customer's fault. 
20% off a replacement is not a reasonable resolution.
 
Sincerely,[redacted]

Hello Revdex.com,Thank you for forwarding the customer's experience to us and I apologize for any inconvenience that this situation has caused.I have personally reviewed Mr. [redacted] concerns along with a letter demanding the return of 3 items: REI Half Dome 2 Golden/Apricot/Platinum 2 Person tent,...

Powertraveller Powermonkey Extreme 12V Solar Battery Charger BLACK and Swiss Army Summit XLT Swiss Army Watch - Large BLACK. In the letter Mr. [redacted] stated; “Should you fail to honor that guarantee, I will have no choice but to file a small claims lawsuit against REI to force you to honor that guarantee.”REI stands behind our products and is happy to return and refund items per the 100% Satisfaction Guarantee (see http://www.rei.com/guarantee) and Terms of Use (see http://www.rei.com/help/terms-of-use.html). For additional general returns information and instructions please see http://www.rei.com/help/returns.html. In this case, all items were returned with the exception of the REI Half Dome 2 Golden/Apricot/Platinum 2 Person tent. REI records document that Mr. [redacted] purchased one (1) REI Half Dome 2 Golden/Apricot/Platinum 2 Person tent on July 25th, 2010 and returned for a full refund one (1) REI Half Dome 2 Golden/Apricot/Platinum 2 Person tent the next day July 26th, 2010. The REI Returns Department emailed Mr. [redacted] with the opportunity to provide valid proof of purchase in an attempt to complete the return. Mr. [redacted] responded without providing the requested proof of purchase and stated that he will file complaints with the California and Washington Attorney General’s offices along with providing the Revdex.com case number; [redacted]. To clarify, REI is not disputing the condition of the REI Half Dome 2 Golden/Apricot/Platinum 2 Person tent, we are however stating that per our records Mr. [redacted] has already been refunded for this tent on July 26th, 2010. If proof of purchase can be provided for an additional REI Half Dome 2 Golden/Apricot/Platinum 2 Person tent then he is welcome to resubmit a request for return.Without valid proof of purchase REI considers this issue and complaint resolved. Per our policy and Mr. [redacted] request we have mailed the REI Half Dome 2 Golden/Apricot/Platinum 2 Person tent to the address provided via UPS tracking #[redacted]).Again, I apologize for the inconvenience that this situation has caused and wish Mr. [redacted] the best of luck in future outdoor adventures.Sincerely,Matthew F[redacted]Customer Support Supervisor for REI Sales & Customer Support

Complaint: [redacted]I am rejecting this response because:
The refund was applied to two Visa gift cards that were used to make my purchase. Who keeps used gift cards for a year after using them to purchase an item?  Furthermore, REI should have done their due diligence in notifying me that the refund would be applied to the method of payment.  Had they done so this would not have occurred.  
The goal is to prevent this frustration from happening to others.  I did reach out to Jerry S[redacted], CEO of REI, offering to assist in reviewing their refund policy and make recommendations on how they can improve their customers overall experience with REI.  No response.
Sincerely,[redacted]

Greetings,
The fact that I previously purchased from REI another tent has no relation to this issue.   I purchase tens of thousands of dollars worth of equipment every year.
The very fact that I am in possession of a specific-year REI tent that is only sold at REI constitutes proof of purchase. Nowhere on the REI website is the "proof of purchase" defined otherwise.  These tents cannot be acquired from any other supplier other than REI.  Possession of the tent constitutes proof of purchase.
If REI does not honor their contract, I will file a small claims lawsuit to force them to honor it.

Complaint: [redacted]
I am rejecting this response because: The return policy, when I purchased the pants, was that returns were guaranteed at any time, and were not subject to inspection before being returned. At the very least, the company should send me a prepaid return label so I can send these pants back for a full refund. Since this is the first time I am filing a claim on this item, I have no idea what the company is talking about. They need to honor their ORIGINAL return policy which was in place when I originally purchased the pants, otherwise, I'll be contacting the consumer fraud bureau. 
 
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
 
My issue was not addressed.
Sincerely,[redacted]