ComplaintsforRecreational Equipment Inc.

Sporting Goods Retail

HeadquartersMulti Location Business

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Initial Complaint
10/11/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Hello I placed order A315523965 on the website for 3 items. Upon receiving the shipment, i noticed one item is missing. Please let me know if the item is being shipped separately or the item is out of stock. Thank you
Business response
10/15/2024
Hello,
The remaining item is being shipped to you on replacement order Y125428142 and is currently being fulfilled. If you have any further questions or concerns about this order, please feel free to contact Sales & **************** at **************.
In service,
**** *****
REI Store Support
Initial Complaint
09/13/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Order numbers: #A310860261, #A310895198 Amount of Money Paid: $647.29, $91.44 Dates of Transaction: 7/22/2024, 7/23/2024 What the business committed to provide you: 365 day 100% Satisfaction Guarantee Nature of Dispute: Items were returned by **** paid label provided by REI on July 31, less than a week after they were delivered. All items were brand new, tags attached though this is not a requirement. REI refused to process return in accordance with stated policies. The business has NOT attempted to resolve the problem.
Business response
09/14/2024
Hi *******,
On August 28, 2024, our ****************** issued you a letter, stating that to due excessive returns all future returns must be now conducted in person at one of our retail store locations. In addition, it stated that any returns received by mail would be declined, regardless of reason or condition, and sent back to you. We also affirmed that REI would not be responsible for any potential loss or damage incurred in this process. We also sent a follow up letter stating the same on September 11, 2024, after receiving additional return items via mail. Therefore, we are declining this refund request. If you still have questions, call us at **************.
Thank you,
REI Store Operations Support
Customer response
09/16/2024

Complaint: 22284297

I am rejecting this response because:
REI's return policy clearly states:
"Whether you need to return items purchased online or in a retail store, you can begin the mail-in return process online." ******************************************************************************************************************
All items were purchased online and returned within days of delivery with a **** label provided by REI. The items are in the exact condition as received with tags attached. The customer would not have purchased the items on the condition that online orders had to be returned to a retail store as the customer never had any intention of going to an REI retail store. At this point, returning the items to an REI store is not possible.
Needless to say, the customer has no intention of purchasing again from REI, online or in a retail store.
REI appears to have violated the terms of the purchase contract.
Sincerely,

H
Initial Complaint
09/11/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On July 23rd I purchased $400.93 worth of clothing on REI.On August 1, I received the package and found that REI had sent me the wrong item, a water bag, the first time I contacted customer service, who acknowledged the mistake and said that I could dispose of the water bag on my own and give $15 compensation. I then gave the water bag to a friend.August 9, REI suddenly backtracked and sent an email to me to return the water bag, many rounds of communication did not work I had to find my friend to get a water bag, but my friend had already used ***** friend bought me a new one without me knowing.On August 21, I sent back the water bag. After a long wait, REI sent an email on September 11th denying my refund on the grounds that they found my friend's invoice in the package and thought it was not my previous water bag. Refused to refund my $400.93.I believe that firstly this was a result of REI sending the wrong item; secondly, although the process was bumpy, REI ended up receiving the same item and did not lose anything; and lastly, hijacking my $400.93 isn't still unreasonable and illegal!
Business response
09/12/2024
Dear *******,
We received your request for a refund in the amount of $400.93 for merchandise not received on order #A310886177. You reported that instead of receiving the jacket you received a CamelBak, Crux Reservoir 50, BLUE, 1.5 L, SKU ********* instead. You were instructed to return the ****************** before we could refund you for the jacket. Our returns team reported that the Camelback was received back with the correct labeling on the package with a return from you. The package was sealed and showed no signs of tampering. Upon inspection, the correct item was returned but included an invoice linked to a different customer for the ******** and purchased several weeks past your original claim of receiving the incorrect merchandise. Due to our findings, we are unable to honor your request for a refund. The best service we can now offer you now is to insist that you do business with another outdoor retailer who is better able to suit your needs. We are unable to process future orders for you and consider our business relationship at an end.
Regards,
REI Omni Channel Asset Protection
Customer response
09/12/2024

Complaint: 22271688

I am rejecting this response because:
On July 23rd I purchased $400.93 worth of clothing on REI.
On August 1, I received the package and found that REI had sent me the wrong item and sent me a water bag. The first time I contacted customer service, the customer service admitted the mistake and said that I could dispose of the water bag on my own and give me $15 compensation. I then sent the water bag to a friend.

August 9, REI suddenly backtracked and sent an email asking me to return the water bag, many rounds of communication did not work I had to find a friend to get a water bag, but my friend had already used it, so without my knowledge my friend bought a new one for me.

On August 20, I returned the package to REI and on September 11, I received the above response.

Now I think initially this mistake was caused by REI's mistake and secondly REI has now received a water bag and has not lost anything. So to hold my $400.93 without authorization is not right.

Sincerely,

******* *****
Initial Complaint
09/10/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Company has been extremely difficult to work with in terms of getting my refund on merchandise that has been mishandled and not delivered for return by ***** **** fails to take ownership of their delivery issues with this parcel. REI has done nothing but stall and make excuses.
Business response
09/11/2024
Hello ********,
Thank you for reaching out. The usual processing time for mail-in returns is 4-6 weeks, but we've spoken with our Sales and **************** team and they have expedited the refund for your order. You should see the funds returned shortly.
Thank you for patience while we address this,
*******************
REI Store Support
Customer response
09/11/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*****************************
Initial Complaint
09/08/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I left my bike with REI bike shop in ****** for a repair and my promise date was 09/06. I called 09/08 to find out it still wasn't done and they wouldn't even promise to get it done by tomorrow, 09/09. I needed my bike for an event on 09/08 and they refused to offer any other solutions.
Business response
09/09/2024
Member's bike was picked up the morning of 9-9-24 and no labor was charged for services performed on the bike.
REI Store Operations Support
Customer response
09/17/2024

Complaint: 22257178

I am rejecting this response because:

(1) REI charged me for the full price of service

(2) There was no omission of labor--the response is an outright lie.

(3) My bike was ready THREE days after promised date with no explanation or notice

(4) I expect a full refund.

Sincerely,

***** ***
Business response
10/03/2024
REI files document that bike parts but no bike labor was charged. A request has been made to have a manager from the store where services were provided contact the customer directly about his issue for resolution as soon as possible.
Thank you,
REI Store Operations
Customer response
10/04/2024

Complaint: 22257178

I am rejecting this response because: they never responded

Sincerely,

***** ***
Initial Complaint
09/05/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
REI had a 40% off select items sale for Labor Day weekend. This complaint is for 9/1/2024 and occurred at ~ 12:30PM MST.The company advertised an ExPad branded camping mattress as part of the 40% off sale. When I arrived at the store, I was unable to find the mattress. I spoke with an employee who checked and said they were out of stock AND the mattress was not even listed on REI.com. I asked whether I could apply the 40% off to a comparable mattress, and she found a 'Store Manager' named '****'. **** refused a 40% off for a comparable mattress, refused to issue a 'rain-check' and insisted he was the SOLE person responsible for providing a solution, for which there was none.This was a classic bait-and-switch. A sale for a non-existent mattress (in store and online). In a tacit admission of guilt/liability, he DID remove the 40% off sign for that mattress, after informing me that they had been out since the beginning of the sale (2 days). They continued advertising a sale on a mattress they did not and would not have in-store and online for 2 days.
Business response
09/12/2024
The store manager has contacted the customer directly and has reached an agreeable resolution to the issue the customer experienced.
********************** Store Operations Store Support
Initial Complaint
08/25/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On Aug 1, 2024, I ordered a $300 gift card to be sent by email to my son-in-law, at ***************** The $300 charge was shown on my bank statement on August I received an order #A310011163. I later received an email from REI telling me that the gift had been sent. My son in law did not receive that email. I contacted the CEO of REI requesting a refund and received no reply.
Business response
08/26/2024
Hello ******,
I'm sorry to hear that your son-in-law is having issues with a gift card that you sent them. Please reach out to our Sales & **************************** they will be able to assist you. You can reach them via phone at **************, chat via REI.com or email at *********************************************************************************. They will be more then happy to help ensure your son-in-law receives their gift card.
Sincerely,
REI Store Operations
Customer response
08/26/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*******************************
Initial Complaint
08/20/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I ordered water shoes for a family member on 5/21/24 at 12:05 am Central time. I chatted with ***** online and she said it was purchased on 5/20 and to go to my local store to see if they will do a return extension and she will add it to my order in a note since it was outside 90 days. Went to ********, IL 8/20 and they said it was past 90 days and tried to promote their $30 membership so returns would be for a whole year. I declined and they said they could only do a store credit merchandise since the shoes were new and unused. I was not satisfied with the result and mentioned online chat. They said it was the best they could do. Then I did another online chat and ****** says the company is based in ** so they operate in pacific time. So they said my order was technically placed on 5/20 around 10pm and I needed to return on Sunday, 8/18. That is deceptive business practice and not honoring the date of actual purchase date. I told him that my email and REI account history says order date it is 5/21 and delivered on 5/24. So my 90 days should not be based on WA time. He goes he can submit my feedback but there is nothing he could do since I accepted the gift card. I didn't want the gift card in the first place and wanted it to go to original form of payment. But this company is lying to customers and changing order dates if they go based on WA time and not actual date of purchase in consumer time zone. So this is shortening the 90 day return rule since they go by WA time zone so Eastern and Central customers would lose out on 1 day depending on time of purchase.
Business response
08/21/2024
Hello ********,
It is very important that REI adheres to our policies and procedures which includes our 90 day return window for non-members. That being said, there are times when exceptions can and should be made. I have reached out to the Oakbrook store and they are willing to replace the gift card with a refund back onto your bank card. I will email you directly with next steps.
Thank you,
*******************
REI Store Operations

Customer response
08/26/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***********************
I have reached out to store location and they told me I can stop in on Tuesday August 27th and there should be no issues when I visit per *****
Initial Complaint
08/15/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
before i placed my order A301070279, my Rewards: $ *****, i used my Rewards to pay my Order ,number: A301070279 and A301399440,but you cancel my Order ,number: A301070279 and A301399440,the order was canceled but when will you return my Rewards: $ ***** i paid? I still haven't received the check you sent me,
Business response
08/17/2024
Hello, Eryue Su,

We received a request to reissue your outstanding the Member Rewards checks issued upon cancellation of these orders:

A301070279 check 3000016783,$126.83, issued 05/10/2024
A301399440 check 0003173381,$74.07, issued 03/26/2024

We do not process refunds by gift card, but we are certainly eager that you be repaid. The BBB complaint confirmed this mailing address for you:

Eryuesu Sueryue
**************************
******************

Let us know that if that is the best address to use, or we can gladly redirect the new checks elsewhere (in the US or outside, to your convenience). We will remain eager to further help as we may and all the best!

***************;
REI *** Service
www.rei.com
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Initial Complaint
08/13/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased a pair of Oboz Shoes from the REI Resupply ************ fit fine I yried them on in the store but started cutting up my feet on my right foot?? I called & talked to a male Manager from REI Resupply a couple days ago & was told I could Return them if I still have the Tag from the shoes. I then bring them in to the Clackamas REI Resupply ***************** just want to try to bully me , refusing to allow me to get a cash refund because I paid with my Debit Card?? They said credit only but their 0nline REI Resupply Store allows a cash refund if paid with cash?? The Right Shoe has several Manufacturing Defects in **************** even have pics of cut feet made by these Defective Shoes?? The Employees all teamed up on me & laughed at me & said they didn't care if I never came back?? They also said they didn't care if I contact the Better Business Bureau?? The Tag on Shoes said they were "barely worn' & DIDN'T mention any Flaws with the Shoes?? Their LYING on the REI Resupply Stores Products Tags then saying SORRY NO REFUNDS so now your screwed?? I'm already Legally Disabled with a Severe Tramatic Brain Injury so I don't need this drama in my life. I would like a Complete Cash Refund & the full amount put back on my Debit Card used.
Business response
08/17/2024
We have reached out to the store team about this, and they will be reaching out to the customer directly to issue a refund. Please let us know if we can be of further assistance.
In Service,
*******************
REI Store Support

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ComplaintsforRecreational Equipment Inc.

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