Recreational Equipment

Hello Revdex.com, I want to thank [redacted] for taking the time to contact the Revdex.com concerning his recent purchasing experience with REI.com and I apologize for the inconvenience that this situation may have caused him The order details have been reviewed including all communications, actions and decisions that were made [redacted] ’s desired outcomes have been addressed below “Fix the horrible experience I had”: REI strives to provide above and beyond customer service to all members and customersWe value [redacted] ’s feedback and applied it to develop and evolve our processesPlease know that based on the information provided, in tandem with our research, feedback has been provided appropriately “Order the items that were in my cart but not available over the phone.”: Please know it is always REI’s desire to fulfill all requests for order but unfortunately in [redacted] case we were unable to do soI am sorry that items requested in the cart were no longer available to purchase from REIFor additional information please see REI Terms of Use; Part Two - Section 3: which notes 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 “Honor the online price”: Prices are clearly marked on REI.com and remain the same across all of REI’s purchasing channelsIt is important to state that some items placed in [redacted] ’s cart did not qualify for the sale based on documented exclusionsAlso price can be dependent on style, color and size and after a thorough review all prices on REI.com and order # [redacted] were confirmed as accurate “Refund the shipping charge”: [redacted] ’s order # [redacted] qualified for the offer of free standard shipping for orders exceeding $No shipping was charged for his order “Refund the money for items that were not shipped”: Preauthorization of payment is required for all order requestsREI does not collect and finalize payment until the item ships to the designated delivery addressAll REI tenders and authorizations have been charged in accordance with REI policies and proceduresThis information is 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 We thank [redacted] for his feedback and appreciate the opportunity to review and respond to his requested outcomes Sincerely, [redacted] Customer Support Supervisor for REI Sales & Customer Support

Hello BBB, To reiterate, it is always REI’s intention to fulfill all requests for orders but unfortunately in ***’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

Dear Mr. [redacted] :We would be please to clarify REI's pricing methodology and discount structure, which is designed to support our co-op's dividend process. Full-priced purchases are designated in whole dollar amounts or ending in $_.95 (which qualify for annual dividend rebates), while... discounted or sale-priced purchases are differentiated by ending in $._3 or $.-9 (which do not qualify for dividends). The socks in question are currently discounted, so they are priced at $14.99 instead of $15.00 – this ensures that they are marked as not eligible for dividends in a member’s purchase history. The Darn Tough 25% discount is part of our current Labor Day sale event, which is identified on our website home page. The online pricing already reflects the 25% off as $14.99 (marked in red, with a line drawn through the original full price of $20.00, and noted as “REDUCED PRICE You Save: 25%”). In stores, we identify this discount with signage placed at the Darn Tough display, stating 25% off the full price. The socks ring up as $14.99 at the register (online and in-store pricing is consistent). Both online and in-store communications reflect the 25% discount. The terminology “Reduced Price” has been commonly used by REI to denote various types of discounted pricing (temporary sale events, permanent markdowns, or REI-Outlet.com products). We appreciate your patronage, and hope that this sufficiently explains our pricing and discount policies. Please know that REI is fully committed to maintaining clear and understandable merchandising communication for all our customers. Best regards, REI Retail Operations

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 returnedAt the very least, the company should send me a prepaid return label so I can send these pants back for a full refundSince this is the first time I am filing a claim on this item, I have no idea what the company is talking aboutThey 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] ***

[redacted] ***'s complaint has been escalated to the REI Claims team within our Legal Department The complaint has been reviewed and a correspondence between both parties has been ongoing A review of the binding retention settings and review of the installation of the bindings has been performed A clear dialogue between both parties regarding this review has occurred REI is very sorry that there was an injury At this point, the request for escalation has been met by our Legal team REI considers this Revdex.com complaint to be closed Thank you, Ted W [redacted] REI Retail Operations

Complaint: [redacted] I am rejecting this response because: THe initial return letter I received from rei on7/made no mention of inspecting the items for manufacturing defects The letter merely states that the items "must be returned within year of purchase."One item was bought in July 4, How can an air pad not hold air when it is Barely over year old This has to be a manufacturing defect .I do not believe rei checked the items for manufacturing defects I believe they are merely just saying that now Their initial review of the items could not have been that thorough or else it would have been mentioned in the letter from rei on 7/31.I can provide a copy of the letter sincerely [redacted] Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: Their conclusion is solely based on their inspection and on their standardsI felt they have been dominating the whole processThey 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] ***

The original order has been reviewed and it appears Mr [redacted] should have received a Promotional Bonus CardPlease accept our apologies for our mistake.An electronic gift card has been sent to the email address on file

Complaint: [redacted] I am rejecting this response because:The item wasn't just added to the cartThe order was placed and confirmed through your systemI could understand if the item was just added to the cart and then went out of stock before checkoutHowever, confirming it would indicate that the item is reservedI don't think it is equitable that your inventory error results in my detriment as a customerPlease honor my original request so that I can purchase the replacement at the original priceSincerely, [redacted] ***

Hello Revdex.com, I want to thank [redacted] for taking the time to contact the Revdex.com concerning the recent purchasing experience with REI.com and I apologize for the inconvenience that this situation has caused I personally reviewed all of ***’s recent requests for orders including communications, actions, and decisions that were madeI am sorry that the items requested were found to be unavailable for purchase from REI.comIt is always REI’s intention to fulfill all requests for order but unfortunately in ***’s case we were unable to do so 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 Preauthorization of payment is required for all order requests but payment is not collected until the item ships to the designated delivery addressAs a courtesy, [redacted] was provided with a 20% off coupon to use towards a future purchase and REI considers this matter resolvedNo further courtesies or compensation will be provided Sincerely, Matthew F [redacted] Customer 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 confirmationAlso items were confirmed to be in stock but the order was later canceled clearly REI is not the company it used to beWhat 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 C, BLACK, LEFT sleeping bags were purchased on 5/28/and estimated to arrive on 6/3/Per the [redacted] tracking number, [redacted] , the order delivered as addressed on 6/2/which was one full business day earlier than expectedMr [redacted] contacted REI on 6/3/and reported that he has not received the merchandise then requested a full reimbursement for the orderREI policy is to wait 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 ***After complying with all REI policies and completing appropriate research with ***, REI initiated a reimbursement for the delivered not received merchandiseMr [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

Hello Revdex.com, Thank you for forwarding Mr [redacted] rebuttal As noted previously REI’s policy does not cover damage caused by accidently cutting the jacketWe have made several attempts to assist Mr [redacted] by offering 20% off of a paid replacement Mountain Hardwear, Glacier Guide Down Parka, THUNDERHEAD GREY, M, Men's(8865080012) jacketAlso we have provided an alternative to purchasing a new jacket which is to purchase a repair kit (several options are available on REI.com) 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

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

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 purchaseNowhere 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 check promised for the refund has yet to arriveOnce I get the refund check I will be happy to close out the complaint.Sincerely, [redacted]