Business Profile

Sporting Goods Retail

Recreational Equipment Inc.

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

159 total complaints in the last 3 years.
90 complaints closed in the last 12 months.

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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:12/06/2023
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.
Why does this company make it so **** difficult to return exchange something?? I didn't find out until after the fact that if I purchase something in a store, but want to return it, they won't digitally refund my money back. They mail you a check??? What is this, ****??? Stop being a pain. Also, I live in a rural area. I am almost 3 hours from a store location, so I can't just pop back in!
Business Response
Date: 12/08/2023
Hello,
Do to current system limitations our online return team does not have access to bankcard information used at our POS in our stores. Our Sales & **************** team has reached out to help.
Sincerely,
REI Store Operations
Initial Complaint
Date:12/04/2023
Type:Product 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.
On 11/26/23, $4.25 was refunded to **** X5527. It never showed up on my card.
Business Response
Date: 12/05/2023
Good Afternoon, *************

Thank you for reaching out about the status of your return.The return was for a total of $4.25 to a bankcard ending in ****. After further research in our payment processor, this refund has fully processed on our end.Thank you for your patience in this matter as normal processing time for a refund is 5 to 7 business days. However, at times this can take longer.

If you would like additional details on the status of this refund, please contact your bank and provide them with the Acquirer Reference Number (ARN) noted below. An ARN is like a tracking number and is a useful reference for the bank when researching the status of a specific transaction.

ARN: 74692163331105276244721

Your business is very much appreciated. Please do not hesitate to contact us if you have questions or if we can offer any further assistance.
REI Store Operations
Customer Answer
Date: 12/05/2023

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:12/04/2023
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.
A 25% off coupon for one Outlet item, was offered to current membership customers. As I was searching the REI.com website (now and in the past), I came across multiple products with invalid "Features", "Images" and "Technical Specs". Many customers in the past have complained about this concern also. On average I would guess this issue occurs with 1 out of 10 products on the REI.com website. I contacted REI.com customer service and throughout the conversation I could tell the representative was not even listening to me. I also documented the issue in a Customer Survey they sent me. Four days passed and I still had not heard anything from REI.com, so I contacted them by phone again and reiterated the issue and multiple ways they could obtain the correct information to rectify the invalid information, all of which would take less than one hour to complete. It has now been over one week since the initial contact and I have still not received a follow-up on the issue and the website information for the Ledlenser P7R Flashlight is still invalid. I request an immediate apology to myself and all customers and a 25% off coupon for one Outlet item, which I was going to use on the above mentioned product.
Business Response
Date: 12/08/2023
Thank you for bringing this to our attention! We have worked with our partners in our ****************** and the manufacturer to correct the website. The information regarding the Ledlenser P7R Core Rechargeable Flashlight has been updated to reflect **************** at **** Lumens and ***************** at 300 meters (both in Boost Mode).

We also confirmed that a replacement order was made for the customer with the 25% discount honored on December 5th.

Thank you again for working with us on this. Please feel free to reach out to us at **************.
REI Retail Operations - Store Support
Customer Answer
Date: 12/08/2023

Complaint: 20956366

I am rejecting this response because: There are still multiple products on the REI.com website that require updates for INVALID product information. I pointed out 2 new invalid descriptions to the *** when I placed my order. I am still waiting to SEE an apology for ALL customers concerning the invalid description details for 1 of 10 products on the REI.com website that require updates. This type of behavior is unacceptable to consumers.

Sincerely,

*************************
Initial Complaint
Date:11/27/2023
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 placed order A289342726, and REI wants me to call them. I'm disabled and cannot. I emailed but could not get the help I needed. The Live Chat link seems to be bad as it does not take me to a chat page
Business Response
Date: 11/27/2023
Hello,
A payment declined for this order and we need to collect new payment information which can only be done via voice call as is our policy. If an order is on a decline hold for more then 72 hours it will auto cancel. If you cannot call our SCS team then the best course of action is to let the order auto cancel and place a new order on REI.com using a new payment method. Alternatively, you could use a service that will call on your behalf.
Thank you,
REI Store Operations
Customer Answer
Date: 12/18/2023
Reject because I feel that (no accommodation) is a terrible way to treat a disabled customer. There is no such service for my disability.
Initial Complaint
Date:11/05/2023
Type:Sales and Advertising 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 have asked this company to remove me from their postal mailing list repeatedly throughout 2023 and they continue to send me postal mail. I want them to stop sending me mail and remove my information from their database.
Business Response
Date: 11/05/2023
Hello *******,
First I would like to apologize for any frustration and inconvenience we may have caused you.
A member of our team has removed your phone number and email address from our system and has marked your home address as insufficient. We also found a membership for *********************** at the same address and have also removed the phone number and email address from our system and marked the home address as insufficient.
You should not receive any mail moving further.
Sincerely,
REI Store Operations
Initial Complaint
Date:10/18/2023
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.
On 10/12/22 I purchased a jacket, i went into the store and spoke with one of the store associates who said I had 1 year to return it. We together looked up my information and I clarified with him if it was 1 year from date of receipt or purchase and he said the day I got it. I went online to return it and it stated it was outside of the return window. After chatting with customer service they indicated that the guy in the store was incorrect and that I actually have 1 year from date of purchase regardless of when I received it. This is unfortunate, the store is almost 30 minutes from my house and I don't frequent that area or location thats why he said just send it back. Now I'm being told I can't. I feel lied to! Order number A254872726
Business Response
Date: 10/19/2023
Hi *****,
We apologize for the confusion around your return. I have reached out to the store and they will be contacting you to resolve this issue.
Thank you.
Initial Complaint
Date:10/13/2023
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.
When I shopped on the rei website, I spent $30 to become a lifetime member of the rei platform. One of the benefits of being a member is that you get 10% of your profits back in the second year when you buy full-price products. So I bought a lot of regular-priced products, and the 10% discount was the bait that made me decide to buy.One day in September 2023, after I placed an order, the platform suspected that I was a merchant and canceled my order. The products I purchase are for my own use or as gifts for relatives. Definitely not a business. The quantity is not enough either. After canceling the order this time, the platform refused my bank card to continue purchasing any goods.I have three requirements:1. What does the platform use to prove that I am a merchant? Please unfreeze my bank card.2. I am a life member. When advertising the lifetime membership, there is no mention of the card closing. The $30 membership fee must be refunded.3. On April 21, 2023, I made a purchase using the rebate. Then, please return the rebate on the full-priced items to me in U.S. dollars (probably close to $100) after April 21, 2023. If not, please let me continue shopping. This is my right and the platform has no right to deduct it. Regardless, it was the example of this platform that made me make my purchasing decision. If rebates are not given, the rei platform will deceive consumers.The rei platform may have the right not to allow me to continue purchasing. But I have no right to deduct the rights and interests generated during my compliance use. This is robbery.I have contacted the platform through phone calls, emails, chats, etc. regarding the above issues, but the platform has not resolved them for me. ***************** is a highly civilized country governed by the rule of law. I believe you can help me solve this problem.
Business Response
Date: 10/14/2023
REI member ****************** has received the following communication from our Asset Protection team on 5/17/23:
Your recent order has been cancelled. In an effort to ensure equal availability of goods to all our members and customers, we reserve the right to impose quantity limits on any order, to reject all or part of an order and to discontinue products or services without notice, even if you have already placed your order. You may check the REI.com or REI Outlet under Terms of Use,Part Two Terms of Sale Section 1. Pricing and Availability.
Regards,
REI Omni-Channel Asset Protection
----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
****************** has not been banned from shopping at REI.
***********************; was warned about purchasing multiple of the same SKU and shipping to freight forwarding companies which are behaviors that are consistent with over-seas reselling operations.
Since ****************** received the warning email sent on 5/17/23 for first attempt at purchasing multiple of the same SKU (Arcteryx, ************** **********), member has attempted several purchases for multiple of the same SKU.

On 10/12/23, Member was denied a refund for order A269290520 that was delivered and claimed not received, again, at a freight forwarding service. Again, member was only denied a refund, and was not told that they may not shop at REI.

We ask that member abide by REI guidelines outlined in REI.com or REI Outlet under Terms of Use,Part Two: Terms of Sale Section 1. Pricing and Availability which states:
1. Pricing and Availability
All prices are shown in U.S. dollars (except where otherwise noted on certain REI adventure travel trips); taxes, shipping and handling charges are additional. All items are subject to availability and we reserve the right to impose quantity limits on any order, to reject all or part of an order and to discontinue products or services without notice, even if you have already placed your order. All prices are subject to change without notice and you agree that taxes may be adjusted from the amount shown on the billing screens. Several factors may cause this, such as variances between processor programs and changes in tax rates. Additionally, many products displayed on our Sites are also available in REI retail stores while supplies last, but you should not assume that what you see on the Sites can always be seen in our stores. Prices displayed on the Sites may vary from those in the store or from store-advertised prices.

REI will not appease or reward member for not following REI purchasing guidelines.
REI Omni-Channel Asset Protection
Customer Answer
Date: 10/15/2023
First of all, I'm *******, I live in *****, and my English is not very good. REI claims the email was sent on May 17 and that a language barrier affected its reading.
Second, the products of order A269290520 have indeed not been received. Because it took a long time, I already sent an email to the company and asked them not to pursue this issue.
Third, no matter what the company thinks, I have not participated in reselling. I placed multiple orders after being cut off multiple times due to what I thought might be improper operation or malfunction. The products I purchased at rei are very limited.
Fourth, no matter how it is determined, the membership fee and rebate rights should be returned to me, because that is what induced me to consume. There also appears to be a $50 gift card.
Customer Answer
Date: 10/15/2023

Complaint: 20710584

I am rejecting this response because:First of all, I'm *******, I live in *****, and my English is not very good. REI claims the email was sent on May 17 and that a language barrier affected its reading.
Second, the products of order A269290520 have indeed not been received. Because it took a long time, I already sent an email to the company and asked them not to pursue this issue.
Third, no matter what the company thinks, I have not participated in reselling. I placed multiple orders after being cut off multiple times due to what I thought might be improper operation or malfunction. The products I purchased at rei are very limited.
Fourth, no matter how it is determined, the membership fee and rebate rights should be returned to me, because that is what induced me to consume. There also appears to be a $50 gift card.

Sincerely,

******************
Initial Complaint
Date:10/09/2023
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.
I have been a member of the REI Co-op credit card cash back rewards program for ***** years. I chose that credit card because its cash back rewards program gives you actual cash, not store credit. Once a year, or every other year, I would go to the REI store, and they would give me cash out of the register in the amount of my rewards. Later, I was able to request a check to be sent to me. However, today when I called REI Co-op ***************) to request my Total 2021 REI Rewards (Available 2/28/2022, Expiring 1/3/2024) in the amount of $435.25, I was told I'd only get $21.16 of that amount. In fact, as of 10/9/23, my Total REI Rewards for 2021 and 2022 is $958.88, of which I'm told I'll be paid only $21.16 for 2021 and $11.00 for 2022. Those are not the terms I agreed to. I never agreed to take store credit instead of cash or check. As far as I'm concerned, REI Co-op has stolen $958.88 from me for 2021 and 2022, and an as-yet undetermined amount for 2023. My desired resolution is to be paid my rewards amount in full for 2021, 2022, and 2023, before closing my account.
Business Response
Date: 11/03/2023
Hello ***********************,
I want to thank you for being a long-time REI Co-op member and let you know that *********** will be handling the review and response to this complaint, because this relates directly to the *********** credit card program.

Kindly,
***************************
Store Operations
Customer Answer
Date: 11/14/2023

Complaint: 20716426

I am rejecting this response because:
As a member of the REI credit card cash back rewards program for the past ***** years, I've seen a lot of change. Before it was a **** card, it was Mastercard. Before ************ there was US Bank, and before that CitiBank. I've been sent new cards, and new numbers. The only constant has been that every year, or every other year, when I claim my rewards, REI (not ************ US Bank, or Citibank) will pay me my rewards money as either cash from the register at the REI store or a check mailed to my home from REI. This year, when I called to claim my rewards check, REI said no. They say they changed the terms, so now instead of cash, I get store credit. In other words, REI wants my rewards money back in their own pocket. When I filed a complaint with BBB, REI responded by claiming that *********** will handle my complaint. I do not accept this response. REI has a business relationship with *********** (and before that US Bank, and Citibank), but my relationship is with REI. My rewards checks have always come from REI, and now REI is trying to keep my rewards money for themselves.

Sincerely,

***********************
Business Response
Date: 11/21/2023
Hello ***********************,

Please find attached the response to your inquiry regarding the benefits from the *********** REI Co-op MasterCard. We are responding on behalf of *********** due to technical difficulties preventing them from responding directly. You will find detailed information included in the response, but if you have additional questions or concerns, please call ************. ***********s Customer Service Representatives are available 24 hours a day, 7 days a week.
Kindly,
REI Store Operations
Initial Complaint
Date:09/17/2023
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.
I made an order for pickup at the Tacoma #** store. I had to travel abroad, so I wasn't able to pick it up.I then received an email while abroad that my order was picked up and the charges went through.I then panicked a bit, called the store, got stonewalled, and had to figure out how to make an official complaint.******************************* the sales manager, sent me an email, enclosed, telling me that she marked me as having picked up the order, because they couldn't find the product.Managing a store with terrible inventory controls should not give you the right to commit fraud.
Business Response
Date: 09/20/2023
Hello *************************,

We send our apologies for any inconveniences you have encountered with your online order. We have reviewed the attached letter where ******* apologized for the stores error, when they tried to solve the issue of this order that was at the ************ the pick-up deadline, despite reminder emails for in-store pick-up within 2 weeks. The store made an error in order resolution and received a communication about the error on 9/15. They immediately refunded the order totaling $21.75 to the original form of payment and emailed the receipt to you. ******* followed up with communication about the error and an apology,asking that any additional questions come to her for resolution. We will contact the store directly regarding any appeasement for the inconvenience.

Thank you for your time,
REI **************** and Store Support
Customer Answer
Date: 09/23/2023

Complaint: 20618039

I am rejecting this response because:
I was charged for a product thst I did not pick up.

What occurred was fraud committed by your manager, and I would have been charged despite not receiving my product if I had not noticed the fraudulent claim by your manager that I had picked up my product.
I want compensation of $100 for your attempt of defrauding me for money without my having received any merchandise.
I would also like to know how the manager was punished for fraudulently claiming I had picked up the product, as well as the procedural changes that have been made that ensure that employees cannot erroneously assume that merchandise was picked up when there was no evidence of it occurring

Sincerely,

*********************
Business Response
Date: 10/02/2023
We have been in contact with the store and they have reached out to ************ to address his concerns and requests.
Sincerely,
REI Store Operations
Business Response
Date: 10/02/2023
We have been in contact with the store and they have reached out to ************ to address his concerns and requests.
Sincerely,
REI Store Operations
Initial Complaint
Date:09/17/2023
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 have tried to cancel a credit card issued by REI through Capitol One. When I have tried they have said I need to pay a late fee then they would reverse the fee and cancel the card. The last time they said I didn't need to pay, they would just cancel the fee. Then I received another statement with another late fee attached.
Business Response
Date: 09/18/2023
Hello ***,

Please reach out to *********** regarding your account. They can be reached at 1-877-0383-4802 or ************** or at CapitalOne.com/help-center/contact-us/
REI does not manage members *********** accounts. You will need to contact *********** directly for any account maintenance.

Thank you,
REI ****************

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Recreational Equipment Inc. is NOT a BBB Accredited Business.