Complaints

This profile includes complaints for Recreational Equipment Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Recreational Equipment Inc.

  1700 45th St E Sumner, WA 98390

• 

  Recreational Equipment Inc.

  1700 45th St E Sumner, WA 98352

• 

  Recreational Equipment Inc.

  7410 SW Bridgeport Rd Tigard, OR 97224-7728

• 

  REI

  43962 Fremont Blvd, Fremont, CA 94538

• 

  REI

  1338 San Pablo Ave Berkeley, CA 94702-1022

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/22/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Placed an on-line order #A378970893. After getting an order confirmation, several days later I was told order was cancelled. Agent said At the time you placed the order, our system showed we had inventory, but when our team went to track down that clearance item, unfortunately it was no longer available.I asked to get another shirt at the same price offered and the agent said NO. I believe that is deception.

  Business Response

  Date: 06/23/2025

  To whom it may concern, 

  We have contacted the customer directly to offer a replacement item at the same discounted price. This offer is for the same item in an alternate color.

  Thank you,

  ~REI Customer Service

  Customer Answer

  Date: 06/23/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23504231, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Paul Avallone

• Initial Complaint

  Date:06/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm a longtime REI customer and until this moment I've never had an issue with their products or service. Unfortunately, this is no longer the case. Within hours of bringing home products from their SOHO store I was battling a bug infestation -- most likely rat mites according to my exterminator.The facts:I had not seen any rat mites or rat mite-type bugs in my house prior to bringing home the products from REI SOHO.The first time I noticed one of these critters was when I pulled an item of clothing out of the REI bag to try on. I did not understand the severity of the situation at that point, and stupidly cracked a joke to my wife about bringing bugs into our house from REI.Within a few hours I went from seeing zero mites in my house, to seeing one, to seeing many. As the severity of the problem became clear, I inspected the brown paper bag that my order came in more closely and saw bugs in all stages of development.REI has refunded me the cost of my order. They instructed me not to bring/send the clothes back to them (I suppose they believed me enough to take this precaution). However, they are refusing to reimburse the significant cost of the exterminator. As a New Yorker, my immediate concern on seeing these bugs in my house was that we had a bed bug infestation. While I'm happy that this wasn't the case, I can tell you that having these rat mites running around the place was a deeply unpleasant experience. And, in the end, our exterminator recommended and performed the same treatment that they would've used for a bed bug infestation.I would like REI to reimburse me the cost of the exterminator.

  Business Response

  Date: 06/30/2025

  REI Teams reviewed this request and determined we have done what we can in this situation by providing a full refund of the purchase of order #A377676421 and would not move forward with any reimbursement of pest control services. Thank you for being a member of REI Co-op.

  Thank you, 

  REI Store Operations Team

• Initial Complaint

  Date:06/17/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Complaint Regarding Lost Package REI Order A356764603 Dear *********** am submitting this complaint regarding my recent purchase from Recreational Equipment, **** (REI), Order Number A356764603.Despite REIs confirmation of delivery on May 14, 2025 via the shipping carrier OnTrac (Tracking Number: 1LS729107227269), I have not received the item. The package was supposed to arrive at a verified and staffed U.S.-based forwarding facility located at:***************************************************************************************** After repeated attempts to obtain assistance from REI, I was provided no actionable support. My forwarding service confirmed in writing that the package was never received, and ****** has since issued a written confirmation that the package was officially marked as lost after internal investigation (Case Number: 15587921).I have asked REI to issue a refund or reship the item valued at $148.83, but they have consistently denied responsibility, citing the use of a forwarding address despite it being a physical staffed location.This has resulted in financial harm, emotional frustration, and a complete lack of accountability from REIs customer service. I have preserved all correspondence, proof of non-receipt, and OnTracs admission of loss.I am requesting REI to take responsibility and either issue a full refund or reship the lost item. If I do not receive a fair resolution by June 12, 2025, I am proceeding with formal complaints to the ************************ and the Better Business Bureau.Please find attached:Written statement from my forwarding service OnTracs email confirming the package was lost Order confirmation from REI All correspondence with REIs customer service Sincerely,******* **** Email: ********************* Order Number: A356764603

  Business Response

  Date: 06/18/2025

  Hello Wen Jung Tsai,
  
  REI is not able to assist in
  a refund or replacement of the package for order A356764603 as it violates our Terms of Use on REI.com, found here: REI
  Terms of Use | REI Co-op
  
  Under the section titled,
  “Shipping & Handling; No Export by You” we note that, “You agree that you
  will not obtain or direct shipment of product for export.” Because the tracking
  information provided by Ontrac shows that the package was delivered, we are not
  able to assist you any further regarding this order.”

  Support Representative

  
  

  Customer Answer

  Date: 06/26/2025

   
  
  Complaint: 23481376
  
  
  
  I reject REI’s response. Their claim that I violated their Terms of Use is inaccurate and misleading.
  
  
  First, REI explicitly states on its website that it offers international ordering options: "We're pleased to offer our online shopping services to members and customers around the world." I placed my order on REI.com and had it delivered to a U.S.-based address in Delaware, which is a domestic destination. I did not request or direct REI to export the product internationally.
  
  
  Second, the package was lost during shipment by OnTrac, the carrier REI chose. I have written confirmation from OnTrac that after an extensive investigation, the package was declared lost. I also have a statement from my U.S. forwarding service confirming they never received it. These documents were previously submitted to REI.
  
  
  REI has consistently refused to take responsibility or assist in resolving this issue, despite clear evidence the package never reached the intended recipient. Their reliance on vague and selectively interpreted policies undermines consumer trust and accountability.
  
  
  I respectfully request BBB to review this situation in light of REI’s contradictory international policies and the evidence I have provided. I will proceed with further consumer protection actions if REI continues to avoid its responsibility.
  
  
  
  Sincerely,
  
  
  
  Wen Jung Tsai

• Initial Complaint

  Date:06/15/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Delivery Issue What happened: Tracking shows delivered but it's not here Email address: ***************** Order number: A336987063 Describe the issue: The carrier OnTrac has admitted that they are unable to recover the package, so please refund the payment I made. If possible, please file a claim with the carrier OnTrac. What's the best way to make it right?: Refund to my original form of payment

  Business Response

  Date: 06/26/2025

  To whom it may concern,

  We have informed the customer that because their package was delivered to a third-party location, we are not able to offer a refund or replacement for the package.

  They will need to work with their third-party recipient to resolve the issue. Attempting to export an REI purchase via a third-party service violates our Terms of Use on **************************: **********************************************************************************************************

  There is no further resolution available.

  ~REI Customer Service

  Customer Answer

  Date: 06/30/2025

   
  Complaint: 23472848
  
  I am rejecting this response because:

  Under the premise that the carrier has confirmed that the package was not delivered and cannot be found, and has proposed a solution suggesting that the merchant communicate with the carrier regarding compensation, should a responsible merchant communicate with the carrier about compensation matters and refund the buyers payment or even compensate the buyer, instead of citing their own terms to prove that this matter is unrelated to them when the carrier they hired failed to deliver the package?
  
  Sincerely,
  
  Noah ****

• Initial Complaint

  Date:05/06/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Received notice on 10/30/2024 in regards to excessive returns. To be fair employees at retail stores encourage customers to buy or try products and return them if not met to standards or fits poorly. I am an odd size male and so is my wife so getting clothes at stores could be problematic due to lack of sizes etc. So we order online and return to the store. Most of the time returns are brand new with tags still intact. Abuse is if every item has been clearly used and being returned. The notice states if I am understanding this correctly is starting on November 6 I cannot return items, but I can. Still purchase but cannot return. I have some items purchased prior to November 6 that are a bad fit and my return was denied on April 26. But nobody could explain to me where in the letter it states that purchases made prior to Nov 6 couldn't be returned. So I am asking for a refund of said items and my abuse status overturned.

• Initial Complaint

  Date:05/01/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/10/25, I learned in-store, while attempting to return unworn K2 Mayisis Snowboarding Boots ($380.78), that my return privileges were revoked due to alleged policy abuse under REIs Nov 2024 ban. REI claims a notification email was sent on 10/30/24, from ***************************************** but I never received it, after checking my inbox, spam, and junk folders, which have all successfully received their promotional ********** interesting addition to this scenario that appears to be different from others experiences is that I returned jeans on 12/15/24, post-ban, suggesting the ban was applied later without notice or that there is a reversal mechanism. As a member since 2020, I relied on REIs 100% Satisfaction Guarantee for returns within one year. REIs failure to notify me misled me about my rights for the boots, purchased on 12/15/24, which have been worn once and are resalable, not elevating to the level of "abuse of policy". Additionally, there was no mention of this return ban from the clerk/manager on 12/15/24, which again is misleading and unfair consumer practices. Had I known I wouldn't be able to return these boots, I would have looked for other purchase options outside of REI. This may violate Washingtons Consumer Protection Act (RCW *****) by denying returns without proof of notification. I emailed **************************************** on 4/10/25, and called ************** on 4/24/25, with vague responses and constant refusal to send documented proof of a notice being send on 10/30/25. This has caused financial harm, as Im stuck with $380.78 in unused items. Furthermore, the total rewards that I have earned in 2024 and am entitled to can only be redeemed via a purchase at REI. I will not shop at a store that refuses to follow their own stated return policy, therefore this ban means I will be cheated out of my earned rewards. Also, this ban is retroactive and prevents me now from exchanges or return for anything I've purchased 1 year from today's date (5/1/25).

  Business Response

  Date: 05/09/2025

  To Whom it May Concern:
  
  We are writing in response to a complaint that was submitted on May 1st,2025, by ***** ***** and was assigned ID no. ********.
  
  While we very much appreciate ****** as a member of REI Co-op (REI), we unfortunately are required to enforce our Return Policy as *****' frequency of returns far exceeded what is typical of our members.  REI stands behind our products and seeks to ensure that our members and customers are satisfied,offering exchanges or refunds in most circumstances within one (1) year of the purchase for members and within 90 days of purchase for non-members. However, given such a generous and flexible policy, we must also ensure that every return or exchange is handled with fairness and protects the integrity of our membership and customers. 
  
  ********************** Co-op has over 28 million members that are able to make returns within one of year of purchase and often no questions asked.  However, of that 28 million, there is a very small percentage (less than 1%) that abuse the policy and return a significant amount of their purchases, often well over 50% of the value of their purchases, and often with items that cannot then be resold as new by REI. As a result, REI was required to update its Return Policy to prevent such abuse.  REI posted a notice of this change on October *******, and sent email communications directly to members impacted on October *******, letting them know that they would have until November 6, 2024 to make returns before future returns were prohibited.  Unfortunately, ***** was a recipient of such a notice in that the total value of their returns has equated to 60% of the value they have purchased in the past 5 years and 65% of these returns by value were unable to be resold as new.

  We stand behind our decision to restrict returns from *****.

  ~REI Customer Service

• Initial Complaint

  Date:04/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a pair of shoes from the website that were marketed and sold as new. They arrived and are clearly used. They arrived in no original packaging and they show signs of outside wear including scuffs on the outside and pet hair and gross sock/foot residue.

  Business Response

  Date: 04/28/2025

  Hello,

  We are sorry to hear that you received a product that has been previously worn. It looks like you came into the Lakewood store and received a 30% discount and also received a $20 gift card when contacting our S&CS department. It is advised that you use the pre-paid return label that we sent you or to go into one of our stores for a full refund. 

  Apologies again for the inconvenience. 

  Sincerely,

  REI Store Operations

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23253284
  
  I am rejecting this response because:

  This is not a sufficient resolution. REI has demonstrated a lack of caring about customer experience that is beyond what is acceptable to me. I will never shop at REI again and will share this story with all my friends and family as well as on social media.
  
  Sincerely,
  
  **** *********

• Initial Complaint

  Date:04/26/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When I bought the REI membership, its official website said "REI members get free machine wax for your skis or snowboard any time you need it". Please see the attached screenshot for this statement from their website. On Apr 19, I called the REI store in **********, ** to query about the waxing service availability for my snowboard and ski. The representative put me on hold and checked with someone, then confirmed with me that I could bring my gears together for waxing. Please see the screenshot of the record of calling the store on Apr 19. However, when I visited the store the next day with my gears, the store manager rejected to service my boards and said they were no longer doing waxing after late March. First of all, the official website promises free waxing service for members anytime. Secondly, I did call the store in advance to get confirmation about the service being available. Thus I feel this decline of service is a breach of membership agreements. I have contacted REI online twice to escalade this issue, but they never replied to me after promising to give me a solution within a few days every time.I would like to request REI to service my snowboard and ski as promised in the membership benefit in another store within 25 miles and reimburse the extra traffic cost, or reimburse the cost for me to get the service somewhere else outside REI. I will NOT accept any coupons alone as compensation.

  Business Response

  Date: 04/29/2025

  Hi there,

  We have contacted our Framingham REI store manager, and they will be calling Yongqian directly to discuss this situation.

  Please let us know if we can be of further assistance,

  REI Store Operations Support team

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23252844
  
  I am rejecting this response because: I don't want to talk to the store; I want REI to resolve this escalation from a higher level
  
  Sincerely,
  
  ******** ****

  Business Response

  Date: 05/02/2025

  The customer and the store came to a resolution. 

  REI Store Operations Support team

  Customer Answer

  Date: 05/04/2025

   
  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. Thanks BBB for helping resolve the problem.
  
  Sincerely,
  
  ******** ****

• Initial Complaint

  Date:04/22/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recieved a gift card for $ 50 for Christmas this past year from my dying mother . I went to the store to use it for the first time and they went to scan it and it said zero balance . I contacted customer service at ********************** and they said their was zero balance the card I told them it has has never been used they refused to help or even track to see if the card may have not used they refused to help at all . The REI store that I went to the clerk said their was a batch of cards at Christmas that were faulty when I passed this info over to the customer service *** and told her what the clerk said all she could say is contact the person that gave it to you unfortunately, that person is dead . This was the last gift I got from my mother because she knew how much I loved that store and their products after dealing with horrible customer service I may never buy anything from this company again . To me it sounds like REI enjoys scamming people out of their money

  Business Response

  Date: 04/23/2025

  To whom it may concern;

  We are resolving this directly with the customer and sending a replacement ********************** gift card.

  Thank you,

  ~REI Customer Service

  Customer Answer

  Date: 04/24/2025

   
  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

  Date:04/21/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Purchase:May 2025 Amount Paid:$169.88 total (paid using two gift cards and $94.21 out of pocket)Item Purchased:Blundstone ***************************** Size: Mens 8 / Womens 10 Item #: ********** What the business committed to provide me:REI committed to providing quality boots, backed by their one-year return policy, which was in effect at the time of purchase. The new return abuse policy wasnt in place then.What the nature of the dispute is:I attempted to return the boots in March 2025, within the one-year return policy. At the register, I was told my account was flagged, and I could no longer make returnswithout prior notice or explanation.I emailed customer service on March 7, 2025, and didnt get a reply for nearly a month. They said my account was flagged due to return activity exceeding whats typical for an REI member but refused to clarify specifics or how long the restriction lasts.They claimed I should have received an email, but I didnt. If a customers return privileges are restricted, they should provide clear communication, including a letter. This policy change wasnt in place when I purchased.Ive been a member for years and followed the return policy. Now, I dont know if my return restriction is for 30 days, one year, or permanently.Recently, when I purchased socks using my member dividend, a manager was called over to loudly tell me the socks were final sale due to my flagged account. This was embarrassing and unprofessional.If REI is going to penalize customers, they should provide transparency, clear communication, and a path for resolution. I have received no answers or ************** would you like this complaint resolved?I'd like a full refund for the boots I attempted to return. I also request a clear explanation of what led to my account being flagged and a transparent version of REIs return flagging criteria.Has the business attempted to resolve the issue?No. Attached documents have more info.