Recreational Equipment

Hello,Thank you for your feedbackIf you could contact REI Retail Operations at 1-800-999-4REI ext*** 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 solutionThank you,REI Retail Operations

Complaint: [redacted] I am rejecting this response because: There has been no attempt at resolve by REI Agreed charge was $on my credit card A hold on my funds of $on my card for days and of $for day In total REI held, against authorization $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 #it is illegal for companies to withhold money in my account that I have not authorized and #only REI could remove those charges When I called REI back I was completely blown off as if I was the problem Sincerely, [redacted] ***

This complaint has been sent to the Store Manager for review Please note that our Return Policy does require a proof of purchase, and any exception to our return policy would be decided at the store level

Hello Revdex.com, Thank you for forwarding the customer’s experience and I apologize for the inconvenience that this situation has causedI have reviewed the order including all communications, decisions and actions made by REI and the customer Order # [redacted] was placed on 2/3/and as requested by the customer shipped to an address in in Portland, OregonThe order delivered on 2/10/and REI was informed on 2/18/that there was an issue with the Arc'teryx, Thorium AR Hoody, TROPOS BLUE, S, Men's(8872810016) REI offered a prepaid return shipping label for the customer to return the item to REI for inspectionAs communicated to us, the customer used a freight forwarder to ship from Portland, OR to China and is unwilling to return the item to REI or to the Portland, OR address where the prepaid return label can be used On two(2) occasions REI has requested pictures of the actual item received but unfortunately the customer has not compliedBased on the email description provided by the customer and in a show of good faith REI processed a credit of $to compensate for the customer described difference between the received jacket and what was orderedThe adjustment was applied to the original form of payment and communicated to the customer on 2/19/ We know our members and customers take our gear all around the world, unfortunately REI cannot be held responsible for return shipping costs abroad for domestic purchasesBecause the item was shipped to a domestic address in Portland, OR it is the responsibility of the customer to return the item to that location (then may use a prepaid UPS return label) or directly to the REI Returns department for inspection REI feels that every effort was made to support the customer and we consider this matter resolved Thank you, Matthew F [redacted] Customer Support Supervisor for REI Sales & Customer Support

Hello Revdex.com, Thank you for forwarding the customer’s experience and I apologize for the inconvenience that this situation has causedWe have fully reviewed the purchase/return history including all communications, decisions and actions made by REI and the customerREI stands behind everything we sell and if a customer is not satisfied with their REI purchase, they can return it for a replacement or refund within one year of purchaseREI’s guarantee doesn’t cover ordinary wear and tear or damage caused by improper use or accidentsFor additional information please see REI’s full Return Policy found at: https://www.rei.com/help/return-policy.html In this case the customer requested a refund for sleeping pads purchased more than one year agoThe customer noted that the reason for return was that all sleeping pads had manufacturing defect in their materials or workmanship After thorough review and inspection of the sleeping pads, REI did not find any manufacturing defects in the item’s materials or workmanshipTherefore REI will not be honoring the requested return and refundThank you again and REI considers this claim closedSincerely, REI Sales and Customer Support Leadership

Complaint: [redacted] I am rejecting this response because: Your response goes against the stated "100% Satisfaction Guaranteed" policyOpening a packaging cannot be considered ordinary wear and tear, improper use or accidentThere 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 warningsIt is REI who decided to use this specific type of packaging and make is so tight so there's no empty space insideThus 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 Mrs [redacted] rebuttal As stated above REI’s Return Policy always has been 100% satisfaction guaranteed and has never covered ordinary wear and tear or damage caused by improper use or accidentsThe update to the policy is for general returns or exchanges within a year of purchaseIf the item has a manufacturing defect in its materials or workmanship, it can be returned at any time REI has always requires the opportunity to inspect items prior to making a return decisionMrs [redacted] can visit any retail store or follow the return instructions found in the link below http://www.rei.com/help/return-policy.html To remain consistent for all of our members and customers, REI will remain consistent with our policies and it is the responsibility of the customer to deliver requested return items to REI for an inspection thus allowing us to make a return decision As members and stewards of the we all are expected to abide by and administer all REI policiesREI stands by all decisions and considers this matter closed Sincerely, REI S&CS Leadership

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 $gift card offer, or any other monetary compensation being offered as a part of this transition We have sent a $gift card to ***, and consider this Revdex.com complaint to be closed.Thank you,Ted W***REI Retail Operations

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

The REI Retail Operations team has contacted [redacted] by phone and at this point the matter is being addressed internally by REI and also by Thule It does not seem that any further resolution can be attained by the Revdex.com process, if [redacted] agrees, REI is requesting close the Revdex.com complaint Thank you, REI Retail Operations

Complaint: [redacted] I am rejecting this response because: If someone is supposed to contact me, no one has yet Sincerely, [redacted]

Hello Revdex.com, Thank you for forwarding Mr [redacted] experience and I apologize for the inconvenience that this situation has caused We are sorry to hear that when opening the shipping bag Mr [redacted] cut into the Mountain Hardwear, Glacier Guide Down Parka, THUNDERHEAD GREY, M, Men's (8865080012) REI stands behind our 100% Satisfaction Guaranteed policy and in this case it states that: “REI’s guarantee doesn’t cover ordinary wear and tear or damage caused by improper use or accidents.” As a courtesy and to help Mr [redacted] overcome the unfortunate accidental cut, we have offered 20% off of a paid replacement Mountain Hardwear, Glacier Guide Down Parka, THUNDERHEAD GREY, M, Men's(8865080012) jacketAs an alternative to purchasing a new jacket he could purchase a repair kit which several options are available on REI.com Thank you again for supporting REI and we look forward to inspiring, educating and outfitting you for a lifetime of outdoor adventure and stewardship Sincerely, Matthew F Customer Support Supervisor for REI Sales and Customer Support

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/ Thank you, Matthew F [redacted] Customer Support Supervisor for REI Sales & Customer Support

Hello, Please see excerpt of our Return policy below (for complete information go to https://www.rei.com/help/return-policy.html for complete details)While our return policy is limited to 1-year, any purchases prior to June 1, are exempt from this time frameAccording to our records, we do show a pair of ski boots purchased online in under the customers name and OP # [redacted] We were unable to find any contact between Mr [redacted] and our Sales & Customer Service department nor to the REI store location closest to the address we have on file regarding a request to return a pair of ski bootsMr [redacted] is free to contact his nearest REI location or our S&Cs team at 1-800-426-with his OP# [redacted] As long as the boots are the same as the ones on his order they should be able to assist with a Return or ExchangePlease let us know if you have any further questions,REI Retail OperationsReturn PolicyAll Help Center topics100% Satisfaction GuaranteedWe stand behind everything we sellIf you're not satisfied with your REI purchase, you can return it for a replacement or refund within one year of purchase, except for outdoor electronics, which must be returned within days of purchaseOutdoor electronics include activity monitors, GPS-enabled devices, bike trainers, emergency-communication devices, and cameras.REI’s guarantee doesn’t cover ordinary wear and tear or damage caused by improper use or accidents.If your item has a manufacturing defect in its materials or workmanship, you can return it at any timeSee our limited warranty.Returning ItemsYou can return your purchases from REI by mail or at any of our retail locations, regardless of whether you made your purchase online, by phone or in an REI store Proof of purchase is required.Please retain all product packaging and tags until you're completely satisfied with the condition and performance of your purchasePlease return all product packaging and tags with your item.Mailing Your ReturnInclude required proof of purchase: order number or purchase number, store receipt, eReceipt, gift receipt, shipping invoice or member purchase history.Please include name, email address and member number if information does not appear on the proof of purchase.Non-member returning a retail purchase? Name, address, phone, and email, are required to process your mailed in return

Upon review of the price history of the socks, they were reduced to a clearance price of $on 8/19/(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 $for the 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: REI simply reinstated their policyAs I mentioned before, there is no mention of this change in policy on my receipt nor was anything mentioned at the time of checkoutI am not able to return the item to a store, as I stated several times, because I am currently living far from a storeI do not want to pay to ship this item back to REI at my own expense and then have them arbitrarily deny the return and not return my shipping fees (which they claim are only refundable if they decide the item is defective which, again, is an arbitrary determination and allows them to basically deny any return after a year's time) I am asking for a simple accommodation to be able to return this jacket since I am nowhere near a store, which the company seems unwilling to provideI want a prepaid label so that I don't have to front the shipping cost for an item that may very well be returned to me with no reason given Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:The company has simply reiterated their initial policy twice now with no mention of the original complaintAs I mentioned SEVERAL times, I do not live near a storeThe company wants me to send the item back, at my expense, for inspection by their team, at which time they may or may not reject the returnThey are essentially punishing me for not living near a storeThat's simply not acceptable to me as a customerI want the company to compensate me for the cost of shipping the item back to them—I don't think this is too much to ask for and I'm not sure why the company is fighting me on this one detailThey have most certainly lost a customer and, as someone who frequently blogs about my experiences with various companies, I will be sure to broadcast my displeasure with the company's new practices far and wide (I'm also a journalist) urging people to boycott the store As I've stated multiple times, yet the company chooses to ignore, I have a receipt that actually does not indicate ANYWHERE, the new return policy that REI claims went into effect after I made my purchase (I've attached it)As no one informed me of this when I made my purchase, technically they should take the jacket back without any hassle Sincerely, [redacted] ***

We do apologize for the confusion regarding the orders Both orders [redacted] and [redacted] are at the Tacoma store and available to be picked up The payment method provided for the orders failed when it was re-authorized by our order system At this point, Ms [redacted] has not been charged for either order If Ms [redacted] would still like the items, she can come to the Tacoma location and pick them up, at which time the store will be able to resolve the pay hold for her She would need to provide another form of payment to have the pay hold removed It should be noted for Ms [redacted] that order [redacted] has been at the store awaiting pick up for two weeks as of 4/6/ She would need to come into the store by end of day on 4/to pick up the order, or the order will be cancelled and the item absorbed into inventory at the Tacoma store Order [redacted] will have been at the Tacoma store for two weeks on 4/ Ms [redacted] will need to pick up the item by end of day on 4/or the or the order will be cancelled and the item absorbed into inventory at the Tacoma store Ms [redacted] would still be able to purchase the items at the store or place a new order if she desires If the orders are cancelled due to not being picked up within the two week timeframe, there would be no payment due, and no further action required on behalf of Ms [redacted] Again, our apologies for the confusion on resolving the pay hold I believe our Representative was trying to assist with resolving this issue, but we failed to pass along the understanding The orders have been available for close to two weeks, if Ms [redacted] still wanted them At this point, REI does consider the Revdex.com aspect of this issue to be resolved

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,Thank you for forwarding the customer's rebuttal.To clarify again, REI is not disputing the condition of the REI Half Dome Golden/Apricot/Platinum Person tent that was sent to the REI Returns DepartmentWe are, however, stating that per our records Mr [redacted] purchsed the REI Half Dome Golden/Apricot/Platinum Person tent on July 25th, and was refunded on July 26th, As stated above he cannot provide proof of purchase for the tent in his posession and unfortunately to possess the tent is not a REI recognized or accepted proof of purchaseREI has exhausted all resources to identify a valid proof of purchase and has made the decision to not honor Mr [redacted] request to exchange without the required documentationREI is very clear in documenting the responsibility of customers for merchandise returns and exchanges:REI.com Terms of Use states:“Returns may make you ineligible for promotions and we reserve the right to require identification, proof of purchase, or additional verifiable information to help REI locate the purchase in our records.”“If you do not comply with any of the above conditions, we reserve the right to refuse the return or exchange, or to impose different or additional conditions, including (without limitation) basing our response on the current sales price.”REI.com Return Policy states: “You must have a proof of purchase (store receipt, gift receipt, shipping invoice, or member purchase history) for all returns and exchanges.”Mr [redacted] is unable to provide a valid proof of purchase or support with documentation that he indeed has provided payment to REI for and is the the owner of the REI Half Dome Golden/Apricot/Platinum Person tent in his possessionREI stands behind the decision to deny Mr [redacted] request for exchange and considers this issue and complaint resolvedWe wish Mr [redacted] the best of luck in future outdoor adventures.Sincerely,Matthew FCustomer Support Supervisor for REI Sales & Customer Support