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.

  PO Box 1938 Sumner, WA 98390-0800

• 

  Recreational Equipment Inc.

  2235 NW Allie Ave Hillsboro, OR 97124-9078

• 

  Recreational Equipment Inc.

  735 NW Gilman Blvd Issaquah, WA 98027-8104

• 

  Recreational Equipment Inc.

  129 N Ely St Kennewick, WA 99336-2941

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:08/28/2023

  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 booked an evening hike with REI for myself and my 9 year old son. This will take place this Wednesday evening when the temperature is supposed to be 107 F. I called and emailed REI to express my safety concerns hiking at such high temperatures especially with a young child and they told me that the cancellation window has closed and the guide will make a determination at the time of the hike if it is too hot. I was also told that the guide is first aide certified which as a nurse wasnt exactly reassuring to me. REI is refusing to reimburse me for the hike which is clearly unsafe with the heat advisory for the coming days.

  Business Response

  Date: 08/29/2023

  We understand your concern and safety is a top priority for us as well. With the heat advisory starting earlier this summer we have been able to mitigate heat related issues and monitor our guests health and safety for each of our experiences. We advise to dress accordingly for the warm weather and given this is an evening hike there will be no issues related to direct sun exposure.
  
   All of our guides are trained as NOLS Wilderness First Aid practitioners and have many years of experience managing tours in the desert. We are confident in our guide's experience and training to run this program. 
  
  At the start of the hike our guides will determine if the hike is deemed unsafe due to weather and if that is the case a refund will be issued to all participants.  

  Customer Answer

  Date: 08/29/2023

   
  Complaint: 20534845
  
  I am rejecting this response because: this is the generic message they have sent to me already via email before filing a complaint. This is unacceptable due to the extreme weather we are experiencing in ******* and my young child will be with me. Appropriate clothing will do nothing for a temperature of 107 at the beginning of the hike. I am extremely concerned that REI is willing to put me and my child at risk. Only I know in what temperature I feel safe hiking considering my body type and physical needs. I expect a full refund for myself and my 9 year old son. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/21/2023

  Hi *****, 

  Our guides assessed the conditions at the start of the tour and if they had identified that it was a situation of danger, they would have cancelled the activity at that time. The high for the day was 102 degrees and dipped into the 80's in the evening, which is not unusually hot for the region in August. This was a full moon hike, so there was no direct sun exposure, and as stated, the temperature dropped, and the heat index was not in a hazardous range. We took all precautions to recreate in heat.

• Initial Complaint

  Date:08/28/2023

  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 was required to pay a new lifetime membership fee of $30 when I have purchased items from them before. I contacted customer service and they could not locate my membership.

  Business Response

  Date: 08/31/2023

  Hello BBB, 

  ************ has been refunded the $30 REI membership fee via check mailed the address on file. We did want to make the customer aware that a membership is not required to shop with REI, in reference to the customer's prior purchases. Any additional questions or concerns can be directed to our **************** team at **************. Thank you for your time.

   

  REI Store Operations and 

  REI Customer Support

• Initial Complaint

  Date:08/21/2023

  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.

  I was advertised a "zero cost" and "a wash" transaction of buying a $30.00 membership, and immediately receiving a $30.00 benefit which effectively cancels out the membership cost, by immediately netting me a $30 discount or gift card.Then they took my money, they failed to give me any immediate $30.00 benefit.This precipitated the transaction NOT being "zero cost" or "a wash" and cost me $30.00.When I called the store, they said they could do nothing unless I returned to the store which is 45 minutes away and to call customer service. **************** promised to help me, then immediately sent me an email saying drive to the store or they would mail me a check in a month.It didn't take them a month to defraud me of $30.00 I do not want to wait a month to get my money back.I was offered a deal with a set of benefits that never materilalized, yet my money is gone.I called my bank, cumberland county federal credit union, and they basically refused to help me whatsoever and implied I should trust the merchant who just defrauded me to mail me a check or gift card, and retroactively repair the transacation; and that it isnt fraud because my physical debit card wasn't stolen. Their 'card specialist' failed to define the word fraud. They seemed completely unconcerned, and had the attitude that since I swiped my card, it was my fault.I am now waiting until the store opens at.... 10:00AM to call and chew out the store manager,my 4th or 5th phone call trying to chase down my $30.00 which was defrauded from **** do not consider a retroactive honoring of our agreement sufficient to cancel out the initial fraud. I am a man of principal and expect merchants to honor the advertised terms during our INITIAL TRANSACTION and not after me hounding them via phone and e-mail, which wastes my time chasing down MY OWN MONEY.This was my first time visiting an REI store.My second will be to return my shoes and get my money back from the fraudulent membership offer.

  Business Response

  Date: 08/25/2023

  Hello BBB, 

  The customer has requested a refund and been refunded for the REI membership for a total of $30 processed on 8/21/23. As this was the requested outcome, we now consider the matter closed. Thank you for allowing us to complete this request. 

   

  REI Customer Service

  ************

  Customer Answer

  Date: 09/03/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and consider the issue resolved because they eventually returned my money to me after defrauding me.
  
  
  ***********

• Initial Complaint

  Date:07/20/2023

  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.

  I am an REI member who has bought a number of On Running shoes from REI over the past few years for both me and as gifts for others. I have always worn size 12 in the Cloud 5 style of shoes. I bought the Cloud 5 Coast in March (order A268036746) and as it was a warm weather shoe did not wear it out until the end of May. I realized it was tight and did not appear to stretch at all after a few wears. It also seemed to degrade very quickly with one of the cloud pods appearing to develop a tear. I later noticed that on the On Running website they advise people to order a half size up, but this was not mentioned anywhere on the REI product page. I also ordered a pair of Cloud 5s at the beginning of June an exact style I have worn before (order A273199798) but also found these to run much tighter than my previous pairs in the same size and they also did not stretch after a few wears. I therefore initiated the return process for both of these shoes after first checking with REI online through the chat and learning that you did not carry size ****s in any of these styles online or at my local store. I used the return label for order A268036746 to send in the shoes from both orders and dropped off the package at the post office on S 4th in Williamsburg Brooklyn on July 5, leaving it in the package drop off area around 3:30pm. The tracking number for this return label was 725101124901320601000000000000A268036746K. I was stunned to receive an email that my return was missing one shoe from each order as I packed the box myself and am absolutely sure I included all 4 shoes. I responded to the email and called customer service but did not hear a reply and now see a package is coming to me from REI in Bedford presumably containing the two shoes that were received. I am wondering if REI could contact **** and Pitney ***** to see the weight of the package when processed by **** and if it changed while in route, because clearly something happened in route.

  Business Response

  Date: 07/20/2023

  Hello,

  Sorry to hear that you are having a problem. This will need to be handled by our Sales & Customer Support Team. Our Sales & Customer Support number is ************** and if you call during business hours of Mon-Fri 6am-8pm PST or Sat, Sun 8am-5pm PST you will speak directly with a support representative. Alternatively, you can also chat via a live chat during these same hours if that is more convenient. Visit rei.com/help for more information.

  Sincerely,

  REI Store Operations

  Customer Answer

  Date: 07/27/2023

  I have called customer service multiple times and they have said they have passed notes along to the returns department but there was no on available to speak, so I am hoping someone could kindly contact me. REI mailed me back two mismatched shoes and included the letter I have attached to this claim. They indicated that **** weighed the package at intake and it weighed **** pounds, whereas if there were 2 complete pairs of shoes it would have weighed **** pounds. I contacted **** via ******* (see the attached screenshot) and also filed an inquiry with them (request #********). I was told on ******* that there was no intake scan at the post office and it was inputted by the returns agent. I received a phone call earlier this week from Tamiko ********, from **** in Williamsburg, Brooklyn, who advised me that the weight came from the shipping manifest and confirmed that the post office did not weight the package. 

  I am wondering if REI can investigate with ***************** to see if anything may have happened while this package was in their custody. As I have said, I packaged the shoes myself and took it to the post office. There were 100% both shoes from both pairs in there, and there is no way I would have returned two mismatched shoes. You can see here I ordered three pairs of On shoes directly from the manufacturer's website on July 2nd in **** because the 12s did not fit me and REI did not stock ****s. 

  Customer Answer

  Date: 08/03/2023

  It looks like others have experienced similar issues see this Reddit thread  ********************************************************************************************************

  Customer Answer

  Date: 08/04/2023

  This matter is now settled. An extremely helpful REI supervisor called me today and informed me she would be issuing a refund. Very grateful to her and will be an REI customer for life.

• Initial Complaint

  Date:07/13/2023

  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.

  On the 30th of may i made an order (Order #A273235051) for 5 items ( 4 running and trail shoes and a waterproof jacket) totaling $819.99. They were delivered on the 1st and 3rd of June. However the items did not fit how i expected them to. I either needed to have gone a half size up or down. So i initiated a return with them and I was provided a prepaid return label to return my items on the 6th of June. i went ahead and returned it on june 6th. I have attached the prepaid label. According to the tracking: ( ******************************************************************************* ) they received the items June 12th. For weeks i've heard nothing but i was patient. When i contacted them on July 3rd they said the ****************** processed it on july 1st (i've attached a screenshot of the chat) and that i'd recieve my refund before july 14th and an email. I have neither recieved a refund or an email. i don't know what else to do at this point.

  Business Response

  Date: 07/18/2023

  Dear *****,

  We received your request for a refund in the amount of $819.99 for merchandise returned but not received by REI for Order #: A273235051. Our investigation found signs of label, package tampering and possible use of a return service with the claimed return of REI Order #A273235051. Due to our findings, we are unable to honor your request for a refund. The return label was created in MD and then dropped off at a location over 4 hours away. Your closest REI store where the merchandise could have been returned is 9.5 miles away. The total combined weight of the packages that you were sent weighed roughly ***** lbs. Through our tracking system, the package you returned weighed **** ounces which does not match the claim that you sent the entire order back to REI. A refund from REI would occur only if the correct merchandise is returned directly to your closest REI store. The best service we can now offer you now is to insist that you do business with another outdoor retailer who is better able to suit your needs. We are unable to process future orders for you and consider our business relationship at an end.

  Regards,

  REI Omni Channel Asset Protection 

• Initial Complaint

  Date:06/30/2023

  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 purchased a bike rack at the end of March 2023. June 26th 2023 the bike rack broke while I was driving with my bike on the rack. The rack and bike got thrown into traffic completely destroying my bike. When this happened, I called the store and spoke with the store manager and explained what happened. He immediately went with "there is nothing the store could do", "it is normal wear and tear" "how do we know it was defective". I lost my transportation to work because of a bike rack that I bought at your store. My husband then went into the store, the manger said he would get the bike repair shop to look at the bike and see what they could do. The long and short of it was REI legal team got involved and said the repairs would cost more than the bike is worth so they could not do anything. So no refund on defective bike rake, no help getting my bike fixed, no sorry, no discount on a future bike. NOTHING. No responsibility at all.

  Business Response

  Date: 07/07/2023

  Hello,

  We are currently working with the Store Manager and ******* Director to resolve this for you. As soon as we have a response, we will update you. 

  Thank you.

  Customer Answer

  Date: 07/07/2023

   
  Complaint: 20259338
  
  I am rejecting this response because:

  No one has contacted us since the day we called or the day I picked up my bike.

  I find it suspicious they write they are working on it ...but do 't say a word to us about trying to resolve anything. 
  
  Sincerely,
  
  ****** And *********************

  Business Response

  Date: 07/18/2023

  Hi ****** and ******,

  *****, our ****** store manager had reached out to you on 7/10, at the email we have on file for you on your REI membership (an msn.com email address). It appears that perhaps this is an old email address, or one where you may have not anticipated receiving a response from us. I gave ***** your email address used on this BBB complaint, and she will be reaching out again to try to set up a time that she can speak with you. 

  She will be happy to help you in any way she can, and she can also update your preferred email address with us if would like, just let her know.

  Thanks so much,

  REI Store Operations

  Customer Answer

  Date: 07/31/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and we are working with the company to get resolution. All the contact information they had was correct.
  
  Sincerely,
  
  ****** And *********************

• Initial Complaint

  Date:06/21/2023

  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 bought a brand new sleeping pad through E-Bay a few years ago, in the ad it showed on the bag the words "100 % SATISFACTION GUARANTEED", I went to use this for the first time this weekend to find out on the second night that it leaks air through 2 pinpoint holes. The storage bag has written on it in five separate places SATISFACTION GUARANTEED, GUARANTEED, & 100 % SATISFACTION GUARANTEED, I'm not satisfied with this product being that it leaks around the places where it has been factory glued, I called REI direct and they will not cover this item even though it says they would all over its storage bag, I'm not satisfied at all with this product, it is in new condition and has only been out of its bag twice once when it arrived in the mail and once this past weekend where it lost air in less than 2 nights, I do not want it repaired because a repair will not work, I would like an exchange of equal or better, I would have not spent this kind of money on a cheap camping mattress pad if I knew the company would not stand behind their 100 % SATISFACTION GUARANTEED claim that they are now trying to back out of. The law does not require that you provide any money-back guarantees or other guarantees. But, if you do make any guarantees or warranties, the basic tenets of *** and state advertising law need to be followed. Making guarantees or warranties are just like any other advertisement or claim. You cant refuse to honor or follow through with any guarantee or warranty or misrepresent the nature of any guarantee or express warranty, as stated on your website, terms of sale, or elsewhere. Do what you say you will on your website without limitations. The 100 % satisfaction is written in 5 places on the storage bag it was shipped from their factory in, again, Im not satisfied. Deceptive acts under the *** rules can be pretty broad, and guarantees or warranties would cause the reasonable consumer to have some expectations, I would expect this being I bought this brand new .

  Business Response

  Date: 06/21/2023

  Hello Don,
  
  As stated on www.rei.com/help/returns, REI's 100% Satisfaction Guarantee is our way of standing by the products we sell. If a customer is not satisfied with something they purchased at an REI location or REI.com, they are welcome to return it for a refund or replacement within 90 days of purchase, or 1 year for members. The policy also does not cover ordinary wear and tear on the item through regular use, or damage caused by improper use or accidents. Since this item was purchased through a re-seller, we cannot guarantee the quality at time of sale or provide a refund for a sale we did not process, and the item is no longer produced by REI so a replacement cannot be provided. We do encourage the customer to bring the sleeping pad into one of our Co-Op locations for assistance on possibly repairing the leaks.

  REI Co-Op

  **************

  Customer Answer

  Date: 06/30/2023

   Im not happy with this , they REI claim a 100% satisfaction guarantee but back it up with nothing , this will be one company that will be loosing business over a $ 60 / $70 air mattress they could have just offered to fix 

• Initial Complaint

  Date:06/04/2023

  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.

  REI is refusing to refund me for a returned order that was lost in transit by the ***** The item in question was purchased damaged and I opted for a mail in return instead of in store as that was easier for me. Refund was never issued and customer service states the package arrived empty and opened. The package was weighed when it went out. REI needs to file a claim with **** over this. I am not responsible for the lost contents.

  Business Response

  Date: 06/08/2023

  The customer was informed that ********************** would not be able to resolve this return issue via chat and was asked to call REI **************** at ************** for assistance. The customer declined to do so. 

  Customer Answer

  Date: 06/08/2023

   
  Complaint: 20142849
  
  I am rejecting this response because:

  I dont have a way to call anyone. I can only communicate over email or text. This was clearly stated in the chat and ignored  

  
  Sincerely,
  
  Ty

  Business Response

  Date: 06/14/2023

  In the customer's attached chat, it was asked how they could reach out to our returns department to discuss the return. This can be accomplished via phone at **************. Certain escalations or transfers within customer service departments may not have the chat option available, and the customer would need to call to receive the needed service that they are asking for. We have not heard via phone from the customer to resolve their issue.

  Customer Answer

  Date: 06/16/2023

   
  Complaint: 20142849
  
  I am rejecting this response because:
  

  I do NOT physically speak and I can NOT call. What part of that is so hard to understand? *** asked for an email address several times now with no luck. This is a violation of *************** and Ill be filing a complaint against REI for failure to follow ADA ************************************************************

  Business Response

  Date: 06/24/2023

  This item has been refunded by our **************** team. Moving forward we would ask that the customer make returns via their local store. The customer service email ************************************************************ and online chat function remain a valid method of contact.

   

  Customer Answer

  Date: 07/07/2023

   
  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.
  

  The item was finally refunded. I do not have a way to return items via a local store and will continue to make returns via the mail when needed. 

  
  Sincerely,
  
  Ty

• Initial Complaint

  Date:06/04/2023

  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.

  Hello, per the attached document REI has agreed to a $86.49 refund on May 16, 2023 but I never received the refund and attempts to receive it have not been successful. Please ask their corporate office for assistance.

  Business Response

  Date: 06/05/2023

  Hello ***,

  Please reach out to our Sales & Customer Support team. They will be happy to assist you with an update to your online return. They can be reached at **************. Mon-Fri 6am-8pm PST and Sat-Sun 8am-5pm PST.

  Sincerely,

  REI Store Operations

  Customer Answer

  Date: 06/05/2023

   
  Complaint: 20142191
  
  I am rejecting this response because: Thank you for the quick response.  The reason why I contacted BBB is because I was not successful in getting the refund. I hope we all agree that corporate would be the *********** to pursue. I am puzzled as to why they are telling me to call. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:05/21/2023

  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 received a 500 dollars gift card from my boyfriend that was purchased at ****** marketplace REI store on April 14, 2023. He paid the gift card with his card, And he gave me activation receipt and physical gift card. Gift card number is ***********************. I used this gift card to purchased one jacket online order#A269022315. I realized I bought the wrong style, so I returned this jacket at ****** marketplace location, and I received a new gift card for refund. New gift card number is ***********************. Return receipt number is **********************************. I placed a new order with this store credit again, I placed an in store pick up order #A270208368, the order was canceled and issued a new gift card would be mailed to my email address on the order. However I never received the new gift card, new refunded gift card order number #Y122466151. I waited for 3 days for the refund, however it sent to mailto:*******************************************. I am totally understand and I am willing to do any verification, but when I called and speak with one of representatives from fraud department, she asked me what did we purchased with gift card on the receipt, or asking for last authorization code on the receipt. She kept telling me my answer is wrong, asked me to provide the original purchase receipt. When I asked for an email address for me to upload the activation receipt since its one part of receipt and its the most important part for gift card order it has authorization code on the receipt as well, she refused to provide the email. I have attached the original physical card and activation receipt here, please take a look and check and make sure we are on the same page, i am asking REI to send my gift card back to one of my email address on the orders immediately!!!

  Business Response

  Date: 05/31/2023

  Hello *************,

  Our Asset Protection team was awaiting a response back from you regarding information about the purchase made with your gift card. After a period of time without response, a gift card has been issued to your email address included within this complaint for the order refund amount. This electronic gift card was sent on 5/23/23 for the amount of the previous order. 

  Have a pleasant day, 

  REI Store Operations Support Team