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.

close

Find a Location

Recreational Equipment Inc. has 57 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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

• 

  Recreational Equipment Inc.

  5375 S Wadsworth Blvd Littleton, CO 80123

• 

  Recreational Equipment Inc.

  261 Franklin Road Brentwood, TN 37027-5214

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:03/29/2023

  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.

  03/22/2023 I ordered a Bike that said pick up would be 03/25/2023. The bikes latest pick up date was for Tuesday 03/28/2023. It has been over a week since my pick up order, now they are saying I will need to wait another week at minimum. This is clearly misleading and fraudulent sale practices, with zero transparency on an actual pick up date. Had I known that they would take up to 2-3 weeks for my order, I would have happily spent my money at a competitor in the area and picked up a bike on day of. I feel like REI duped me of my time and money because they are lying to customers about pick up orders.

  Business Response

  Date: 03/30/2023

   

  Hi *********,

  I worked with *****, the store manager at the ********** store, to research your order. She let me know that she has reached out to you directly to speak with you about your concerns. It sounds like your bike is built and ready for you, and that your boyfriend is going to pick it up from that store for you.

  I hope you enjoy your adventures on your new Electra cruiser!

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

  REI Store Operations Support Team

• Initial Complaint

  Date:03/22/2023

  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 shopped on www.rei.com at 5:19 and 5:51 am on March 19th, and placed two orders, order numbers A266988499 and A266991077, and the order amounts were $220 and $253.93. Since rei unilaterally canceled my order, their payment system automatically refunded me, and now they have blocked the refund of these 2 orders, the reason given is that I need to verify my identity information. According to their requirements, I called them 4 times and provided them with my information for verification according to their requirements, but in the 4 calls, their requirements were different each time, and I have been very patient according to their requirements provided my information. Here is a request for a gift card refund on www.rei.com: A note requesting a "gift recipient refund," along with the following information:Name of gift recipient to be refunded Gift recipient member number (if applicable)Gift recipient mailing address Gift recipient phone number Gift recipient email address If the gift recipient contact details are incomplete and/or a gift recipient refund is not clearly requested, the original purchaser will be refunded.A gift receipt or the original proof of purchase. I have provided the above refund information to www.rei.com completely, but now they have no plan to refund me.

  Business Response

  Date: 03/22/2023

  Dear ***,

  I believe that our Omni Chanel Asset Protection has already reached out to you and provided their contact information, along with the following letter:

  REI is a consumer owned co-op which prides itself in providing our members and customers with the best in outdoor gear for their personal use. In analyzing your current order A266671163, we have noticed purchases for multiples of the same/like items. In an effort to ensure equal availability of goods to all our members and customers, we reserve the right to limit purchase quantities. You may check the REI.com or REI Outlet under Terms of Use, Part Two Terms of Sale Section 1. Pricing and Availability."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."Your current order has been cancelled. In the future, orders placed for quantities not considered for personal use will be cancelled at our discretion. Additionally, we reserve the right to respectfully ask you to shop elsewhere.

  Regards,

  REI Omni-Channel Asset Protection ****************************** 

   

  Please contact our Asset Protection team with any additional questions. Thank you.

• Initial Complaint

  Date:03/07/2023

  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.

  On Sunday, March 5, I purchased a gift card from REI, Brookfield store, in the amount of $150. The cashier noticed an error message in the transaction and when she checked the value of the card, it was $0. The business was experiencing an IT issue with their gift card services and refused to refund my money promptly. Due to a technical glitch, they were unable to void the transaction and they claimed they could not refund my money until they "heard from their IT people." I could not leave the store without my refund. There were 3 managers involved in this transaction and they refused to give me my $150 back until I had sat through their internal IT ticket process with them--a process that could take hours, days, even weeks. I was held in the store for an hour with zero resolution. Finally *******, Store Manager entered the conversation. He was verbally abusive to me and refunded my money, indicating that they certainly had the ability to refund the money all along. He said that my complaining about the situation was what was delaying a resolution, which is a blatant fallacy. I filed a complaint with their online service Sunday night. In response to that, *******, the verbally abusive store manager called me on Monday and chose to yell at me and berate me for losing patience with the situation rather than take responsibility for his store selling empty gift cards and refusing to refund the cash. This is an unacceptable way to conduct a business. It was irrational for 3 store employees to force me to watch them sit on hold with their IT ********* of them were sarcastic with me when I told them I could not stand in one place for as long as they were holding me due to an issue with my foot. One of them very kindly brought me a chair and glass of water, which was very much appreciated. ******* and the other manager both made sarcastic comments to me that I should have been happy that they brought me a chair.

  Business Response

  Date: 03/08/2023

  Hello ******,
  
  Thank you for bringing this to our attention. We are taking your account seriously and want to make sure we are providing the best possible service to you and all of our customers. We investigated the original transaction and it appears to have been caused by an isolated technical issue that prevented the balance from loading on the card. We do have procedures in place to allow store teams to reissue a gift card in instances like this, and we will work with the Brookfield team to ensure that they are aware of these processes to prevent this from occurring again. The Regional Director is also aware of the situation and is reviewing the response of the ********************* team to the situation. We appreciate your feedback and thank you for reaching out to us. Please let us know if we can be of further assistance.
  
  Thanks,
  
  *******************
  Store Operations -Store Support
  **************

• Initial Complaint

  Date:02/23/2023

  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.

  REI has charged me **** in various equipment I never received. I tried to contact them and was told it was delivered. They were not mine nor delivered. I looked on the cameras and did not see anything delivered either.

  Business Response

  Date: 02/25/2023

  Hello ****************,
  
  After looking into this, we found that your order (A260670531 - placed on 12/17/2022) is the source of the charges you are seeing. The total amount due was $951.76, but you are saying you saw charges totaling $1800. This is because you were also seeing the authorization holds on the card, which have since reversed. Ive included a snip of the charges and authorizations on the card for visibility.

  If you would like additional information, we can provide bank tracking numbers for the actual charges. We also have codes for the authorizations as well. 

  Please let us know if you have any questions. 

  Best,

  Cambria **** (she/her/hers)
  Support Representative, **********
  e. *******************************

  Customer Answer

  Date: 02/25/2023

   
  Complaint: 19452119
  
  I am rejecting this response because:
  I have no idea what these items are more have received them! 
  Sincerely,
  
  *************************

  Business Response

  Date: 03/03/2023

  Our Sales & **************** team does not have any record of contact for ************************* in regards to this incident. We have since sent this over to them and they are reviewing the lost package refund request. A member of our S&CS team will contact ****** directly to reach a resolution. 

  Thank you,

  REI Store Operations

  Customer Answer

  Date: 03/09/2023

   
  Complaint: 19452119
  
  I am rejecting this response because:

  Credit card compamy said it was REI Dec 17, 2022 order  A260670531

  Never made that purchase or received anything and it was a decent size amount of money so I am not sure what is going on
  

  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/17/2023

  Hello **************** and BBB,
  
  As requested response to this complaint, our Omni Channel Specialists have found the following:
  On 12/17/2022, ************************* placed A260670531 for the following items:
  
  1 at *****                         REI Co-op Membership                                              SKU 6485920018
  1 at 256.93                       ******, Argon 25 Sleeping Bag                             SKU 1990540002
  1 at 299.95                       NEMO Jazz 30 Sleeping Bag                                     SKU 1999320001
  1 at 74.73                          Mountainsmith Clear Creek 25 C Backpack           SKU **********
  1 at 134.73                       Big ***** Torchlight Camp 20                                  SKU **********
  3 at 33.73                          Klymit Luxe Pillow C                                                    SKU 1831520001
  
  With tax the order total came to $951.76 and was charged to his **************** card.
  
  On March 1, 2023, REI received a BBB complaint regarding this order, which said ************************* claims they were charged for ******* in equipment they didnt receive from order A260670531.
  
  The customer never contacted ********************** regarding alleged payment issues on the order OR the delivered not received merchandise. Instead, they filed a chargeback with their bank on their order for the total of $951.76,which REI received on March 7, 2023.
  
  We looked in our system to see if the form of payment used in the order A260670531 was used in any other transactions and it wasnt.
  
  However, when we looked in the order itself, we found that multiple authorizations occurred on the **************** card before the actual charges posted, which occurs when the orders shipped out. Authorizations reserve the fund for a merchants use. However, if an authorization amount isnt used in 7 days, the funds are automatically released back to the account owner,which is what happened with any extra authorizations that occurred.
  
  This order shipped out in five separate packages in addition to the Co-op membership packet. The breakdown of those charges are as follows: 
  
  $***** for REI Co-op membership
  
  $79.40 for Mountainsmith Clear Creek 25 Pack (Item price was $74.73 with tax for a total of $79.40)
  
  $107.52 for 3 Klymit Luxe Pillows (Item price was $33.73 each with tax $35.84 for a total of $107.52)
  These 3 items shipped in the same package.
  
  $416.14 for the Marmot Argon 25 Sleeping Bag (item price was $256.93 with tax $272.99) and the Big ***** Torchlight Camp 20 Sleeping Bag (item price was $134.73 with tax $143.15) with both items totally $416.14.
  
  $318.70 for the Nemo Jazz 30 Sleeping Bag (item price $299.95 with tax $318.70).

  
  
  We will consider the BBB complaint closed, since there is a current chargeback investigation in regard to the dispute filed with the customers bank. Any desired refund will be communicated to the customer through their bank.

  
  
  Thank you,
  REI Store Operations

  Customer Answer

  Date: 03/23/2023

   
  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.Thank you for helping me
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/21/2023

  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 returned the ski boots because the straps were fraying on the boots. This order originally came late in the mail, with the box coming in bad condition. I brought the box and boots with me to ******** where I was going to stay for a couple of weeks, because I planned on returning them, but hadn't set up the return yet, so I sent them, then they got marked as delivered. I called and they said to wait, and that is it, which is crazy because it's been so long, and the refund should be issued by now.My email is ****************** and my order number is Order #: A262190186

  Business Response

  Date: 02/28/2023

  Hello ****,
  
  Thank you for your patience. We have finished our investigation and have confirmed receipt of the return shipment.
  
  The full amount of $768.44 has been refunded to the original form of payment, but may not be available for 7 - 10 business days, depending on your banking institution.
  
  Please let us know if there is anything more we can assist with!
  
  Thanks,
  
  
  REI Store Operations
  **************

• Initial Complaint

  Date:02/04/2023

  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.

  On 4/21/22, I purchased three items from REI.com, order number #********** for a grand total of $1218.80 using a mastercard ending in ****. The items purchased are as follows: Hydro Flask Lightweight Wide-Mouth Vacuum Water Bottle - 32 fl. oz - $49.55 Arc'teryx Alpha SV Jacket - Men's sz L - $799.00 Arc'teryx Atom LT ********* Hoodie - Men's sz L - $259.00 These items were meant to be delivered in a promptly manner (3-5 business days), however as of 2/4/23, I have still NOT received the items that I purchased and I've been waiting patiently for them. I've been trying to follow up with REI multiple times in order for them to try to resolve this issue, but to no avail. I do not blame anyone for the issues that have occurred at all, I know that there is human error and people do make mistakes, however I have not been treated with priority, as my case has gone on for a longtime with no resolution. I'd like to change this now and find a way to put an end to all of these issues. I know that there are often errors, glitches in this system, or supply chain issues that can cause problems with products and inventory especially as a result of the epidemic, and I have been quite forgiving in this manner, however it has been months and I have still not received the products that I purchased nor have I been brought with a resolution. Like I said before, I have been quite patient so far, and I am not an angry customer at all, but I'd like to resolve this ASAP, it has just gone on too long.At this point, I am hoping for swift assistance in order to solve this problem and finally conclude this entire ordeal. A refund would be preferential at this point. It has been months and I do not want to have to keep waiting for open ended conclusions, and would just like this to be over. Can members of the REI team please look into the specifics of this occurrence and help me with the issues that I have been dealing with. Thank you in advance for all of your help. Look forward to hearing

  Business Response

  Date: 02/16/2023

  Thanks for your contact regarding REI order Branlee Branson A242223844.
  
  This order for $1,218.80 was placed on 4/21/22 at 8:37:32 am PST via our website.The order contained 1 each of the following items:
  
  1753310008 ArcTeryx ********************* Mens $259.00
  1753050003 ArcTeryx Alpha SV Jacket 24K Black * Mens $799.00
  1687340003 Hydro Flask 32oz *ightweight Wide Flex Cap Slate No Size $49.95
  
  Bransons previous orders A241045019 and A242214646 were cancelled due to suspicions of fraud. When an AP representative spoke to ******* about cancelled order A242214646 on 4/21/2022 at 8:32:11 am PST, ******* was told that all future orders must ship to an REI store for pickup. If they were shipped to a non-REI address, like order A242223844 was, REI would not replace or refund the order if it showed delivered and he stated he never received it. This would be the case even if he used Apple Pay. 
  
  We contacted him on 4/21/2022 at 9:47:35 AM PST regarding the order A242223844 stating that due to the order value, we would prefer to ship the order to an REI store address to ensure delivery the first time.
  
  He refused and still shipped the order to a non-REI address, despite being informed earlier that we would not provide a refund on any claims shipped to a non-REI address. We put a note in his order stating any claims were to be denied.

  On 10/21/2022 at 13:37:04 PST, ******* contacted REI customer service stating that he never received order A242223844. He waited 6 months to the date of the order before informing us that an order valued at $1,218.80 was missing.
  
  On 10/25/22 at 8:11:36 PM PST, we sent Branson the following email in reference to his claim on order A242223844.
  
  "Dear **********************,
  
  We received your request for a refund in the amount of $1,199.65 for merchandise not received on order #A242223844.
  
  Our investigation found that this order from ***** was delivered and no other mention that there was an issue at that time. 
  
  Also,it was communicated to you on a previous order that REI would not cover any reported lost shipments to your apartment address. Due to our findings, we are unable to honor your request for a refund.
  
  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
  
  PO BOX 1938Sumner, *****************
  *************
  *************
  ************* (fax)
  *****************************************"
  
  

   

  Customer Answer

  Date: 03/08/2023

  Im trying to respond to my case - I was told by a REI employee that I would receive compensation as I never received the products that I ordered, whether they were stolen or whether they were lost in transit, in the end I never received the items that I paid for. That is the minimum I could possibly ask for - either the items that I paid for, or compensation for not receiving them. I would simply like to get this issue resolved, as its been continually ongoing for quite a long time. I know that REI is not a dishonest store, so I hope that they will make amends, I do not want to drag this along further. I would just like to resolve this issue. Thank you very much. 

• Initial Complaint

  Date:01/27/2023

  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 purchased a pair of Merrell Zion Peak Mid Waterproof Hiking Boots, size **** from REI on 1/29/22. They did not have my size in store, so the cashier, ********, placed an order for me online (Order # Y119227667). The boots cost me $179.87 in total after tax. The boots started falling apart within a few months of owning -- the sole of the shoe is becoming separated from the shoe itself (see photo attached). I am not a member of the REI co-op program. My receipt says "We stand behind everything we sell. If you are not satisfied with your REI purchase, you can return it for a replacement or refund within one year of purchase, except outdoor electronics..." (photo of receipt is attached)I brought my boots into my local REI store on 1/23/23 to exchange. I was informed by the cashier that the company had since changed their return policy to only 90 days for non-members. The cashier nor the manager were willing to help me with the return, despite the statement on my receipt. They were unable to tell me when the new return policy went into effect, but based on my receipt, it seems my purchase was made prior to effective date of the new policy. This morning I called their customer service line, who told me I would have to return them in store. When explaining my experience on 1/23, the suggestion was to visit a different store and try talking with a different manager.I simply want an exchange of the boots, or a refund of my $179.

  Business Response

  Date: 01/28/2023

  Hi ****,

  Looking at the original purchase, you did in fact purchase the shoes before the policy change. The store should have exchanged the shoes for you upon your first visit. I have followed up with the ******** store management team and confirmed that they will be willing to process a return or an exchange for you moving forward. Please feel free to take the shoes back to the store at your earliest convenience for resolution.  

  Please let us know if you need anything further. 

  Best,

  Cambria ****
  Support Representative, **********

  Customer Answer

  Date: 01/30/2023

   
  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:01/06/2023

  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 booked a ******** Winter Adventure trip with REI on 12/27/21 for 12/30/22-1/3/23. I paid an additional $599 on top of the base $3,299 for private accommodations.On 12/27/22 I was contacted by REI requesting that I move from one group to a second group. Their rationale was that I would have to share a bathroom in the first group, but then I'd have a private bathroom with the second group. I agreed and received confirmation that I was transferred on 12/27.REI uses private rental homes in ************* as lodges. One of the lodges is a shared lodge where all breakfast and dinner meals are prepared and served. I was transferred into this shared lodge. Other guests arrive as early as 6:30am and leave as late as 11pm at night. Moreover, rather than having a private bathroom as promised, I shared the bathroom with all of the other guests and guides on the trips.I also later found out from the guides on the ground that REI did not communicate to me what actually happened before I transferred. Apparently, I was assigned to a room in the first group that didn't even exist. As a result, REI had to move me to even have a bedroom and not just a bathroom. Even though I paid for a private facility over a year in advance, REI failed to plan properly and gave my booking to other guests. I would request that REI at minimum refund the "Single Supplement Fee" of $599 since they did not deliver as promised. I would also request that REI discount the base feel of $3299 given that myself and two others were assigned to the shared lodge, while nine others had private lodges and a very different guest experience.

  Business Response

  Date: 01/12/2023

  The customer submitted an evaluation of his trip on 1/6. He was contacted by REI that same day. He requested a refund of $599. Due to the poor experience he reported, the decision was made to refund him $1,000, more than requested. The refund was made to his credit card the same day. We are also working with our vendor to ensure that future travelers do not experience these issues.

  
  REI Retail Operations

  Customer Answer

  Date: 01/12/2023

   
  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:12/29/2022

  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.

  The REI service shop damaged my sons brand new pair of ROSSIGNOL ski boots, when I trusted them to install bindings. These are my young sons first pair of ski boots ever, and I plan to preserve them when he is done with the ski season. The store is refusing to own up and provide an acceptable resolution. I request the vendor to ship a new pair of replacement boots to my house and provide a return label. The store is currently refusing to do so unless I come into the store in person. The store is not entitled to my time and effort to do so, and I am furious as is that they wasted so much of my time already.

  Business Response

  Date: 12/29/2022

  Hello June,

   

  I am sorry to hear about the damage to your child's ski boots and completely understand the frustration that this would cause. Can you please let me know what store you are working with so that I can help assist. 

  Thank you,

  REI Retail Operations

  Customer Answer

  Date: 12/29/2022

   
  Complaint: 18654273
  
  I am rejecting this response because:
  
  

  It is the ****** ** location.  Please replace the boots asap. 
  

  
  Sincerely,
  
  *****************

  Business Response

  Date: 01/13/2023

  Hello June,
  
  We are sorry that decal on your sons boot was damaged. We are including the options for resolution passed along from the ****** store. There are three options that are offered and can be conveyed to the store manager directly or through response within the BBB messaging. Two of those options include the desired outcome of a *************. These options include:

  
     1.Refund the value of the function release test as compensation for the damaged decal on the back of the boot.
     2.Replace the boots via an in-store order and pick-up. 
     3.Send a return label to your home to ship boots and proof of purchase showing the value paid for the replacement boots, after which a check will be sent for the value of the boots.

  
  We are happy to resolve the situation with any of these three options and look forward to hearing back from you.

  
  REI Retail Operations

• Initial Complaint

  Date:12/23/2022

  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 changed their credit card bank from US Bank to **************** in August 2022. During that process they sent out many. many notices, one of which contained information that Rewards would no longer be redeemable in cash. This notice was in a 5-page lengthy list of changes in tiny font, easy to miss. NO OTHER NOTICE to this effect was ever sent. NONE. No warnings. No deadlines. So-called coop members were never consulted as part of this change. I've been a member of REI since **** and have held a credit card for many years, at least 20. I called to have my Rewards sent to me by check. I was told, initially, I would receive it in ***** days. It did not come. I called again and I was told I had to use the Rewards in the store. I do not need anything in the store. I need the money. I've contacted the Board twice and have had NO response. NONE. They claim to be there for the members. There is no truth to that statement. Forcing a person to use the Rewards from the credit card in the store is reprehensible. I want the money I earned.

  Business Response

  Date: 01/05/2023

  In the two months leading up to the conversion, 6/10/22 8/5/22, of your REI Co-op Mastercard account to ************ our records show you received multiple notices of the conversion of your account, the change in terms, and the opportunity to request a check for card rewards earned up to conversion on 8/5/2022 at 11:55pm PST.After your account was converted to ************ card rewards are no longer available as a check. After reviewing your call history with REI customer service on 9/28/22, 10/25/22 and 11/8/22, we see you received incorrect information regarding your card rewards, and we apologize for the confusion this caused. Mastercard Rewards are now owned and managed by *********** since the conversion, therefore we are unable to issue a check for these rewards.  Going forward, card rewards will never expire for the life of the account and can be redeemed as theyre earned at an REI Store, REI.com or for REI Adventure travel. Thank you for being a Co-op Member and we apologize for the inconvenience this has caused.

  Customer Answer

  Date: 01/05/2023

   
  Complaint: 18633636
  
  I am rejecting this response because:

  REI claims they sent multiple notices with regard to the change of their policy on cash rewards to their credit card.  This is a lie.  I am not the only one who made this statement as you can see by other complaints on the BBB website.  I received all sorts of other notices about how great this change was and only ONE with regard to this major change.  I want my $387.00 by check.  That is the only real solution to this issue. 

  They can say they are sorry and then do nothing about it.  They have become just one more greedy company not at all interested in their members.  The salaries and benefits both the leadership and the Board members earn is way beyond what a so-called cooperative who say they are there for their members should be.  This kind of a change should have gone to the members for their consideration and vote.  DO THE RIGHT THING. Send me my money.

  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 01/24/2023

  After further review of the complaint, REI has decided to resolve this issue in favor of the customer due to the incorrect information received from an REI customer service team member in regards to the new Mastercard rewards program. An REI customer service team member will follow-up with the customer directly with details on the resolution.

  Customer Answer

  Date: 01/27/2023

   
  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,  My hope is they actually follow through and contact me and ultimately send me a check for the full amount, $387.00.

  Thank you.
  
  ***********************************