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January 2024 by Divya S.
Terrible customer service experience when picking up an online order-cashiers ignored my arrival, took several customers who arrived to the checkout area after I did, and when I finally managed to catch the attention of one when they stepped away from their customer and ask whether the online order line was open she proceeded to berate me and then badmouth me to other customers. I just wanted to make sure they knew I was there since she in particular had taken several customers who arrived at the checkout line well after I had already been there and waiting. I normally have very positive interactions with retail workers in general and at REI in particular so I was shocked at her reaction. I wasn't trying to cut in line-I had been waiting for far longer than the several customers she took before me, and just wanted to make sure the online order pickup was actually open since I had been ignored in favor of several people who arrived later than I did.
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December 2023 by Suzanne S.
What a difference a few years makes. I would only go there to pick up orders I made online. In the last year or so I noticed how the staff were had improved, the inventory was better, and without pause staff would have serious conversations with me about outdoor gear. I just want to go in to outdoor stores and get what I need and advice when there's better options -- I will not go to places that I have to muddle through mainsplainy talk to get to what my actual questions are. I haven't gone there to shop since my last review--just pickup and returns but maybe I will now.I still think REI in general does not have that great of inventory for women in the outdoors. There is so much gear and technical clothing being created by and for women but I still find REI's stock veers toward fashion for women. It also tends toward trendy companies where some of the greatest innovations and products in outdoor technical clothing and gear come from smaller companies (although Patagonia has remained tops). I still try to target independently owned outdoor stores for myriad reasons including well curated gear and clothing.
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November 2023 by Melissa C.
Lots of stuff in stock. If you apply for a part-time job at this store, they will require you to do a 3 hour group interview. It was ridiculous and a waste of unpaid time.
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September 2023 by Susan Renda
REI products are great, but the salespeople need to drop the bias that if you are older (and not even that old!) you are not worthy of help to find the products you seek.
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September 2023 by Chud Dudley
I visited during the bike sale. Store was pretty busy and i needed help. The fat guy with the purple mohawk said "hi" to me so i assumed he was able to help me. After asking my question he didnt even bother to make eye contact and said "cant you see im already helping these people" in a rude tone. Extremely rude and neckbeardish behavior from an employeeEDIT (9/17/2023): I had my mountain bike packed by their bike service center. The techs are friendly but they did a horrible and lazy job in packing my bike. My derailleur was left hanging on and was squished between the box and my bike frame. I'm also missing the lock nut for my front hub, which they removed.
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September 2023 by Alyssa O.
Went to the store with my husband today for hiking shoes. Standing at the shelf, looking and checking the shoes while waiting for the staffs finished helping other customers but never get help. I understand that because it's the last weekend sale. However, when the new customer showed up and just picked one shoes to take a look. One staff reached her immediately. And the new customer was just standing next to me ! Feeling like they literally ignored us. So disappointed... never go back
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August 2023 by Ben Mendis
Friendly, helpful, and knowledgeable associates; as is typical of any REI location. The parking situation is a mess on the weekends. A smaller footprint than some other locations can make it feel cluttered at times. I feel like better parking and a 10-15% larger floor plan would bring it in line with other "Flagship" locations.Update 2023-08-20: The parking situation has only gotten worse, but the store usually feels less cluttered than it used to.
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August 2023 by Elizabeth Rosenberg
The staff are so helpful and knowledgeable. It's great to have a place to go to ask questions and try out your options for gear.
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August 2023 by T J
Genevieve installed rigid fork, stem, and handlebar on my mtb and she did an excellent job. She’s very courteous, knowledgeable, and very professional. She also answered all of my emails in a timely manner. If you ever need anything bike related, I highly recommend her. She’s awesome! I’m very satisfied with the result.
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August 2023 by Mathias Serfaty
Great quality products. It's the only place I get shoes from. A little pricey though. The location in North Bethesda has a bit of a parking problem but not too bad.
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August 2023 by rita kane
This store is the best! Great quality merchandise and a wonderful selection. And anytime you want to return something, no questions asked, and the process is simple. The people who work there are upbeat, friendly, and helpful. Even my dog is welcomed.
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August 2023 by Chris Howe-Smith
Great selection of outdoor gear. The parking situation isn’t optimal (in a public garage across the street) but the first two hours are free, so that makes up for the crowding on weekends.
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July 2023 by Barry
Generally inexperienced and uninformed staff at the Rockville store. Most don't know anything about the gear they're selling. If you ask them a question, they do a web search for an answer. One or 2 of the shoe/boot salespeople can offer informed advice. Checkout is another painful experience. On my last visit, 2 of us waited several minutes to be acknowledged by one of 4 staff behind the registers who were chatting amongst themselves and drinking coffee! This is the Walmart of outdoor outfitters. Only redeeming quality is the REI return policy. As others have stated, parking at this location is awful.
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July 2023 by Willie B.
Went to REI looking for the perfect roof cargo carrier and was expecting to pay at least $900. Few employees walked right by me and it was obvious that I needed some assistance. I was ready to go somewhere else due it me being ignored ( I saw the same employees helping other customers afterwards). However, the guy Mateo helped me and went above and beyond with customer service. I made the purchase of what I was looking for. Not only did he help me with my selection process, he installed and explained how everything works on the product. He's the perfect definition of professionalism and great customer service!Mateo bumped the score from 2 stars up to 4
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July 2023 by Brooke S.
The REI staff was incredibly helpful in picking out the right bike for us. Though we ultimatley did not purchase a bike here due to not having the size we were looking for, the staff was super helpful in explaining all of the different components of the bike and helping us make an informed decision on the bike so that we will be happy customers. The backpack that we purchased is excellent and we will be returning.