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September 2024 by Ana Peña
I just visited the REI Co-op store and had a highly disappointing experience. I brought my dog along (in her stroller), only to be rudely asked to leave by the store manager. I understand that not all places are dog-friendly, but I always checked before I go to any store with my puppy and REI CO-op supposed to be “Pet Friendly”. The way it was handled was completely unprofessional. The manager's tone was dismissive and unfriendly, making me feel unwelcome and embarrassed in front of other customers.
What made the situation even worse was that I was planning to make several purchases today and that I am a Member. As someone who frequently shops at REI for outdoor gear and enjoys taking my dog on my adventures, this experience has left a sour taste in my mouth. Customer service should be courteous and understanding, and this was far from it. I hope REI will address this issue and consider implementing more pet-friendly policies or at least train their staff to handle such situations with more tact and respect.
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August 2024 by PeaBrane
Front desk was a bit rude when I'm trying to return my stuff
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August 2024 by Dr. CJ Benkert
I cannot say enough about my experience in this store....every single employee was helpful, kind, courteous and knowledgeable. Every time I needed help, help was there before I asked for it. Michael in the shoe department was excellent! Although he was taking care of 2 or 3 of us at a time, it felt like I was his only customer.
All around an amazing, pleasant shopping experience.
The store was clean, organized and stocked with a plethora of amazing clothes and outdoor gear with a great selection.
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July 2024 by Josh K
They have so many great things, it’s a real tragedy that one of them isn’t speed of service at the PoS/registers. I’ve been standing in line for 12 minutes now while literally every active register is being used for the world’s slowest return. This was my first time here, I usually buy online. I see now that that is indeed the best thing for me. Everything else was great, but I absolutely hate waiting in lines, especially when none of them appear to be doing anything to expedite the process.
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July 2024 by Cali Roots562
Really just an all around bad company that doesn’t care about the customers who actually live outside and rely on the functionality of their camping products. I can honestly say REI will never have my business and I strongly urge people to never support places like this.
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June 2024 by Fil Jackek
Stopped in on our way back to LAX, wanted to get measured for purchasing a Hiking Back Pack. I must say the customer service from Joey was exquisite. He was super insightful & helpful in measuring my correct size while also helping me decide between different sizes & brands. Much praise to him & would definitely stop by again if I am ever in the area!
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June 2024 by Kerrie
Good store but service at this location is poor.
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June 2024 by Adam
Decently sized store. Clean & well organized. Plenty helpful workers. I could not ask for more.
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June 2024 by Anonymous Username
Member Since 1993. Very Unsatisfied in the way REI has cut back on customer care over the years. My wife was never "100% Satisfied" with the bike I purchased for her only being available in one size and the color she wanted was out of stock but we still kept the bike and made it work. REI rarely discounts bikes anymore and after waiting forever and that never happening I proceeded with the purchase of the bike for my wife. So you can understand my frustration to see not very long after the initial dissatisfaction of the bike purchase of course now that brand of bike is now being discounted. I would have thought I could get a credit back especially if it was with in the supposed "1 year" "100% satisfaction guaranteed return or exchange". Need less to say I found out that's not the case. During a call with the store manager regarding the dissatisfaction of the bike I purchased for my wife and asking for some kind of credit back and It was explained to me by the manager since we're past the 14 day price adjustment period we don't qualify for a credit. She also stated to do a return even though we are with in the "1 year 100% Satisfaction return or exchange" period, as she put it, "it isn't in the Spirit of the Co-Op". Which means they really don't stand behind everything they sell and it really doesn't matter if you are not "100% satisfied with your purchase", you can't always exchange or return even if it's within the "1 Year" period from purchase. I wasn't even trying to return or exchange, I was merely asking for a credit back from the difference between sale and purchase price whether it be monetary or store credit. I have to say the "Spirit" of the co-op has definitely changed in the last 30+ years I've been a member. There was a time when you could get a prorated or even full refund for a return item years later after purchase. To me it makes no sense to have a "100% Satisfaction Guarantee" if you're not going to stand behind it and the nerve of the manager to tell me "it's not in the spirit of the co-op to return the bike". There is absolutely no reason why I should be denied a return or exchange for an item that's with in the "1 Year - 100% Satisfaction Guaranteed" period, no reason whatsoever!!!
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June 2024 by Kathleen N
This is one of my absolute favorite stores to wander around, specifically at this location, and this is coming from someone who is not an avid, outdoor adventurer. I shop at REI once every blue moon, and it would be very intentional. As an introvert who does not work well under pressure, I appreciate that I can bring in the things I've purchased online and changed my mind on, and receive great customer service.
The customer service here has been about 98% great. The recent times that I have brought my items in for returns, Kim, Chad, and especially Robert, have been incredibly warm, kind, and efficient in helping me with my returns.
Finally, I want to acknowledge and leave a review for Michael at this location too! I appreciate how helpful he was with my concerns in looking for a perfect sunhat. The most recent time, I was looking for a good sunhat for the summer that could fit my wavy hair in it too. When I am out for my walks/hikes, I tend to tie my hair into a pineapple bun. This makes looking for a hat that can accommodate my hair challenging. The associate, Michael, happened to notice my dilemma and gave me some great suggestions on which hat was good for what, the materials, and the pros and cons of the various hat options. Of course, it helps that he also has awesome curly hair that was in a bun! I appreciated his expertise and suggestions. This location really does have pretty stellar customer service and efficiency.
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June 2024 by G Kelly
There aren’t that many staff there.
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May 2024 by Robert Mejia
They sell stuff
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April 2024 by Kyle w
I returned a pair of Salomon boots that were not waterproof and didn’t hold up to my expected standards after 6 months. The staff insisted INSISTED. That i could not return them. Apparently I misunderstood the return policy and I now understand they cannot return products with “normal” wear and tear.
However I argued that these Salomon’s had premature wear and tear. My previous Salomons lasted over a year (including JMT, mt baldy, mt gorgiono, Ontario peak, the Grand Canyon rim to rim AND at work. The ones I returned lasted only six months at work only.
They get 4 stars because they did eventually help me out but I feel terribly guilty.
These are the new boots and they held up great in wet tall grass
Thank you and god bless u
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April 2024 by John G
Been going to the Huntington Beach location for a few years already, I’ve shopped around the store and have picked up online orders here. Usually the staff here is helpful and happy to impart whatever knowledge they have on products without coming off as rude or condescending.
Today 3/24/24 I had the misfortune of dealing with possibly the snobbiest and most unprofessional grown man working a register. Robert rang me up today for a simple transaction and when he finished I asked a question on their bag policy. I asked if we are able to bring our own bags if they won’t be provided. He snobbily answered that I could check the policy and reminded me that REI is bag free(his second answer to a question I never asked) after which he tossed the receipt on top of my purchase on the counter and while I was getting my stuff he called the next customer.
I reminded him I’m still getting my stuff which he completely ignores and acts like he doesn’t hear me.
Completely ridiculous behavior out of someone working in a customer facing position especially from a man of his age that should have the experience to act more professionally.
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April 2024 by luke van ek
Came here the other day with my wife to look for a jacket for a birthday present for her mom. We asked an employee for help and to point us in the right direction. The employee looked at my wife and said “I don’t think we’ll have your size.” My wife told them it was a birthday present for her mom and wasn’t for her. The employee then helped my wife find a jacket for her mom. Not impressed by that comment and will not give this place my business.
