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August 2024 by Abdullah Zainol
Called to ask a quick question about a pick up in store order made online and had someone very unhelpful and snarky answer the phone who’s idea of assistance was, “Cancel the order and pick it up yourself if you need it faster.”
No one is trying to rush you guys, I just want to be able to come in and pick up my order slightly earlier than 30 minutes before store closing.
Usually have a good experience with REI staff but this was disappointing. Treat people kindly please.
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July 2024 by Dana Dandridge
REI is only catering to tech workers with lots of money. I'm so sad. I've spent thousands of dollars here 10 years ago. I got pregnant and now my 8 year old is ready for real camping. I've put on weight while working at home and being a mom and the sales person was very much the Pretty Woman "can I help you?" I asked for simple carabineer clips and was dressed down.
I'm not paying 5-10 bucks for a simple clip to hang stuff. Sorry, I've done Whitney, Kiliamanjo, and many solo trips in Sequoia, and Inyo, disappearing for a week or more solo many times. Stop mansplaining.
I've spent probably 15k to 20k at this store in my life and I was mansplained to. I was judged by my weight. I also expect that REI has basics. If I have a trip planned, I go there to get the gear.
But there were no compressed towels, there was limited food, it's like they all like "yay outdoors! Buy from Amazon or pay us in diamonds. Was hoping to get a new filter for my Katadyn.
Horrible experience and it makes me so sad. I'm livid that I cannot get what I need from REI as a one stop shop, cos they want to sell me a Tesla. Really sad. Again, catering to tech workers with lots of money to burn for an image.
Anyone who wants an outdoor trip, should get the gear they need somewhere else. This store is now classist or should I say based on caste.
Horrible. Period.
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June 2024 by Alex Hwang
The employees on Friday evening at this REI were so chill and friendly. Dasha helped us for an hour and was so thoughtful, helpful, and kind. She was amazing.
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June 2024 by Greg B.
Staff is uninformed on their products. I went in for a pair of On Running shoes. They are called ‘cloud 5’. They had the shoe in store. I asked for a specific color pattern. Black shoe with a black sole. I was told ‘they don’t make that.’ She was 100% wrong. They do make it. The shoe is easily found on the website of On Running. Yet, she insisted on repeating herself in a condescending tone when I asked if another store might. Absolutely horrible. I won’t come back here for anything.
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March 2024 by pat byrne
REI has changed alot over the years. Employees still nice and have knowledge of what they sell. Concord store appears small and crowded. I went for shoes and selection in my size is small. I like to get a pair of hiking shoes with my dividends. I got a book instead. Will get pair of hiking shoes later.
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March 2024 by BigBoi
I would like to thank Jonathan in the shoe section for helping me and my family. He answered every question we had and gave us very useful information.
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March 2024 by Baylon Dickason
i brought my bike in for a derailleur change, beginning of january. they said that the soonest that work could get done on it was the 30th. a few days after the 30th, i went in to inquire about my bike, to my surprise for an entire month not one thing was done, the part needed for my bike wasn’t even ORDERED yet. so on top of waiting a month for my bike, i am told the part wasn’t even ordered yet and it could be up to another week until it is.. it’s been more than a month since i brought it in, absolutely appalling service, they hadn’t done a single thing in an entire months span.. don’t take your bike here man. and on top of everything they can’t even manage to have more than one person running the shop, good job rei! yk with so little people running the shop you’d think they have job applications open? nope, don’t even think about that either. if you’re a hardcore cyclist and want your shot done properly spare the time and go to a real shop.
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March 2024 by Kramnik Daniel
This location is advertised as having a ski shop on the REI website, but they do not. Don't waste your time, go to the Berkeley location instead.
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February 2024 by Bradley Schwab
Great re-gear supply
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December 2023 by Keith Deming
Great people who can help you get geared up for whatever you're up to. Nikki got me set up with a properly sized backpack, and everyone else was super helpful helping me pick out gear for an upcoming backpacking trip. I highly recommend this place to anyone who's looking for some good advice.
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December 2023 by Wes Knapp
Returned a brand new with tag long sleeve REI shirt that I received as a gift. It was a nice shirt but a bit small for me. I walk in and the older lady at the first register rudely says "Can I help you with something". Yes I'd like to either exchange or return this. She says, "yeah you can stand in the line like the rest of the people". Ah, ok sorry I didn't see any signs and I didn't want to just bring an item in the store without you acknowledging it. So I wait patiently for a good 15-20 mins, at least. Get to the counter and I tell the other employee behind the counter the same thing, she says ok and puts my name on the item and hangs it up behind her. I asked how much the shirt was worth so I could exchange something. She said $62 and change. So I shop around for awhile, find a couple hats that I want to buy. Stand in line for a 3rd time, new employee helps me. She says without a receipt or gift receipt she can't give me any money back or exchange. I tried providing the lady with the phone numbers of the team manager that gifted me the item, but the shirt was not under either of their names. Then she says that REI has a buyback process. She then proceeds to tell me that REI will buy it back for $12 and change. WHAT KIND OF SCAM IS THIS? They made me feel like a low life. I literally earned the shirt as a gift for coaching a bunch of kids. Then to properly return something I get shafted? The girl behind the counter said I could talk to a manager, which I should have. But I had my 3yo daughter with me and we'd reached our limit of patience. Just a really bad experience. Won't be going back in the store again unless I want to try something on.
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October 2023 by Drew Bae
5/5 great staff. Went to buy a bike and left with a great experience. Everyone is super friendly and welcoming. If you have a question these guys will do their best to help you.
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October 2023 by Steph A
Got helped yesterday by Michelle in Concord. Just such a nice and patient person. Thanks for your help with exchanging an item! Appreciate you!
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October 2023 by Roy B
If you ever come to the store hopefully you will never have to deal with Shannon. Shannon was very put out by having to look up my Customer ID number. Maybe she's having a bad day I don't know but she did not want to do anything extra to help me find the shoes I ordered. Shannon also rolled her eyes and made a very condescending have a nice day remark as I left the store. This was probably because I ended up getting a manager to help me find my shoes I ordered and She was very put out by the fact that I didnt put up with Her attitude. I will be filing an online complaint about her attitude.
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October 2023 by Roger Vasquez
Two weeks to get a wheel trued, hung up and thanks
