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Business Profile

Sporting Goods Retail

Recreational Equipment Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Sporting Goods Retail.

Complaints

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

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Recreational Equipment Inc. has 57 locations, listed below.

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/15/2025

      Type:Product Issues
      Status:
      Answered
      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 pair of Icebreaker socks on 12/10/2024(Order #A320602578). Since it's too big, I returned it to their store in ********, **********. Unfortunately after a week, they didn't refund the amount, so I contacted them online and their *** told me to wait. After a couple of month, I still saw no refund to my credit card, so I dropped them a message, telling them the situation. After two weeks, they haven't responded. My credit card cleared hasn't received any credit card. I am very disappointed by REI's ignoring my complaint for so long. Your assistance will be appreciated.

      Business Response

      Date: 03/16/2025

      Hello,

      No refund was posted to the original card because at the time of the return a North Face Fleeski Jacket was also purchased, so an exchange was processed and the funds used on the Icebreaker socks were put towards the jacket. The jacket was selling for $120 at the time, and after the refund a subtotal of $102.27 was charged. With taxes the final total came out to be $112.82 and was paid in cash. Should the jacket be returned in the future, the funds originally charged to the card for the socks will be returned at that time. I apologize for the confusion, this should have been explained at the time of the exchange. If you have any further questions, please reach out to the store team or Sales and **************** at **************.

      Thanks,

      **** *****
      REI Store Operations - Store Support

    • Initial Complaint

      Date:03/14/2025

      Type:Product Issues
      Status:
      Answered
      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 place a order with A335551993 with my giftcard , but it cant go through and cancelled.but the website REI refuse to refund the giftcard to me.the giftcard ******************* pin: **** ( $390 USD) was issue by ******************** to my old account *********************** order :A335020546)so the giftcard was not compromised.both two account ********************* and ********************** are mine.

      Business Response

      Date: 03/16/2025

      The gift card you used on A335551993 was used on several different orders under several different names. Each time the order was cancelled, then re-issued back to that customer and then used by a different customer. Finally, used by you on **********. The order was then cancelled and the re-issue to Y126127834 for $390.00 has been frozen and will not be re-issued. Several of these orders are under investigation.
      Under REI Terms and Conditions of REI Gift cards: ****************************************************.

      Agreement with Terms; Right to Modify Terms: By purchase, use, or acceptance of REI gift cards you agree to comply with these terms and conditions. Terms and conditions may be changed at any time. We reserve the right, without notice to you, to void gift cards without a refund, suspend or terminate customer accounts, suspend or terminate the ability to use our services, cancel or limit orders, and bill alternative forms of payment if we suspect that a gift card is obtained, used, or applied to an REI account fraudulently, unlawfully, or otherwise in violation of these terms and conditions.

      We have already sent you an email that you will need to contact the person who gave you or you purchased the gift card from for a refund.  This decision is final. 

       

      Customer Answer

      Date: 03/17/2025

       
      Complaint: 23064800

      I am rejecting this response because: i placed the order with my giftcard, and it was unable to fulfill and always cancel and the account was blocked , so i create a new account. that was not my problem.!!

      pls refund to me!!

      Sincerely,

      Edwinjj Chii

    • Initial Complaint

      Date:03/11/2025

      Type:Product Issues
      Status:
      Answered
      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 scamming customers by continuing drag the refund process for over 2 weeks with no updates. Sometimes they say the package hasn't been scanned (even though an automated email informed me they received it), sometimes they say its not yet processed and sometimes that finance has to deal with it. Quite ridiculous and clearly a way for the company to steal money from customers.

      Business Response

      Date: 03/17/2025

      The items that the customer returned were not the correct items to the corresponding order he purchased.

      The items were returned to the customer, and a refund was not provided. Tracking shows the return was delivered on 3/15/2025.

      A letter accompanied the return explaining why the return was denied for a refund.

      The customer can be provided a refund if the correct items are returned. Returns to the store is not recommended but required per the letter.

      The nearest REI Store is roughly 15 miles away.

      Customer Answer

      Date: 03/17/2025

       
      Complaint: 23052935

      I am rejecting this response because:

      Im not sure where the confusion is. However, the items I received were exactly the ones that were ordered (and returned), despite what your letter claims. I even went in to the Sunnyvale store, but ***** from Returns basically yelled at me to get out so either your reply is a lie or your store doesnt know what to do. Additionally, you refused to return the hang tags for the products and ***** said its so you can avoid fraud. So to be clear, youre not refunding me, contradicting your statements, and choosing to keep the hang tags feels pretty illegal and something that the ************* and my credit card would not look kindly upon.

      Either way, I cant be expected to go in multiple times. I recommend you get your story straight.



      Sincerely,

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

    • Initial Complaint

      Date:03/11/2025

      Type:Delivery Issues
      Status:
      Answered
      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 used giftcard to place a order $238 : ******************* pin.1364 but the order was cancel and the rei co-op was repulsed to refund.I need to complain.

      Business Response

      Date: 03/11/2025

      REI investigation has been completed. Have sent a request to our ************** team to send the replacement gift card to the customer which can take a few days to occur. We will respond to her email as well that a new gift card will be processing and sent to her email address we have on file

    • Initial Complaint

      Date:03/10/2025

      Type:Product Issues
      Status:
      Answered
      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.
      Trading Time:12/24/24 Amount paid:229.73USD REI Services promised members one year of after-sales service, but they refused to honor that promise Controversy: I purchased a The North Face 1996 Retro Nuptse Down Jacket - Men's but received a different color and size, the invoice in the package showed the correct order, I told REI business that I received different items, they said it was not their problem and could only process my order within three months and refused to service me for one year after the sale.Instead of trying to resolve the issue for me, the business just cut off the online contact with my service

      Business Response

      Date: 03/10/2025

      To Whom It May Concern:

      We are very sorry that you received a different item than you ordered. It is true that we cannot replace the item for you because you shipped it outside of ***************** using a freight forwarding service. However, you are still able to return the item you received for a refund. You can do that using these instructions: ****************************************************************

      Thank you,

      ~REI Customer Service

    • Initial Complaint

      Date:03/07/2025

      Type:Product Issues
      Status:
      Answered
      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 **** running shoes which did not fit. I returned them and haven't received a refund. I have tried calling customer service on numerous occasions and no one answers the phone. What is going on with this company???? My only option is to file a dispute with my credit card company since I can't reach anyone at REI. I also sent them an email with no response. order#A330011749

      Business Response

      Date: 03/18/2025

      To whom it may concern, 

      Our records indicate that we did speak with ****** ******* on March 11, 2025 regarding the return of a pair of **** Pegasus Trail 5 shoes. 

      We informed ****** that the return was declined because the box received did not contain the purchased shoes but another pair of shoes not purchased at REI. The incorrect item was shipped back to ****** and they are welcome to return the correct item for a refund.

      We also reminded ****** that on October 26, 2020 we informed them that they need to shop elsewhere for their outdoor gear and apparel as they returned a Garmin Forerunner 735XT package containing a different digital watch. REI does not wish to conduct business with ****** as was previously messaged in 2020.

      Thank you,

      ~REI Customer Service

      Customer Answer

      Date: 03/18/2025

       
      Complaint: 23034901

      I am rejecting this response because:
      I filed a dispute with my credit card company and received my refund. 

      As to the claim in 2020, I have never ordered from this website before. If I was asked not to order from this site, why was my information not blocked and I was able to place an order? Clearly you have contradictory information. 
      Sincerely,

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

    • Initial Complaint

      Date:03/05/2025

      Type:Product Issues
      Status:
      Unanswered
      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.
      Complaint Against REI Unfair Policy Change and Discriminatory Practices Business Name: REI (Recreational Equipment, Inc.)Date of Transaction: November 2024 Amount Paid: $379.09 Item: EcoFlow RIVER 2 ****************** Station (Black) Item #********** Nature of the Dispute:I purchased an EcoFlow RIVER 2 ****************** Station from REI in November 2024 under the assurance that I had a full year to return it. My order confirmation email explicitly included a return code confirming my eligibility for a return. In addition, REI in-store staff verbally confirmed the one-year return policy at the time of purchase.When I attempted to return the unused, unopened item in person in December 2024, REI refused, citing a retroactive policy change that targeted me personally, removing my right to any returns. I was never informed of this change before or at the time of purchase. Since December 2024, I have repeatedly contacted REI via email and phone to resolve this issue and clarify other membership concerns. **************** staff claim they have no authority to assist and refuse to provide contact information for someone who can. The only available option, REIs policy team, has ignored my emails for months. I received just one automated response that failed to address my concerns or the clear contradiction between REIs new policy and my documented purchase terms.Additionally, this policy change disproportionately affects disabled customers like myself. As someone who relies on online purchases, sudden and unannounced changes to return policies create additional barriers. REIs refusal to honor the terms provided at the time of purchase places an undue burden on customers with disabilities.I request that ********************** honor the return policy in place at the time of my purchase and process my return for a full refund of $379.09. I also ask that REI commit to transparent communication regarding future policy changes to prevent similar issues for other customers.

    • Initial Complaint

      Date:02/23/2025

      Type:Product Issues
      Status:
      Answered
      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.
      Dear Better Business Bureau,I hope this message finds you well. I am writing to formally lodge a complaint against REI regarding a recent change in their return policy that was not communicated to customers. Recently, I attempted to return a pair of shoes, only to be informed at the store that all items are now final sale. I did not receive any prior notification of this policy change. The store was unable to assist me, which I find extremely frustrating and unfair.I feel this lack of communication and abrupt policy change goes against consumer rights, and I would appreciate your assistance in resolving this matter.Thank you for your attention to this issue.Sincerely,Jun

      Business Response

      Date: 03/28/2025

      To Whom it May Concern:

      We are writing in response to a complaint that was submitted on February 23rd,2025, by *** ** and was assigned ID no. ********.

      While we very much appreciate Jun as a member of REI Co-op (REI), we unfortunately are required to enforce our Return Policy as Jun's frequency of returns far exceeded what is typical of our members.  REI stands behind our products and seeks to ensure that our members and customers are satisfied,offering exchanges or refunds in most circumstances within one (1) year of the purchase for members and within 90 days of purchase for non-members. However, given such a generous and flexible policy, we must also ensure that every return or exchange is handled with fairness and protects the integrity of our membership and customers. 

      ********************** Co-op has over 28 million members that are able to make returns within one of year of purchase and often no questions asked.  However, of that 28 million, there is a very small percentage (less than 1%) that abuse the policy and return a significant amount of their purchases, often well over 50% of the value of their purchases, and often with items that cannot then be resold as new by REI. As a result, REI was required to update its Return Policy to prevent such abuse.  REI posted a notice of this change on October *******, and sent email communications directly to members impacted on October *******, letting them know that they would have until November 6, 2024 to make returns before future returns were prohibited.  Unfortunately, Jun was a recipient of such a notice in that the total value of their returns has equated to 73% of the value they have purchased in the past 5 years and 38% of these returns by value were unable to be resold as new.

      There will be no change to Jun's Membership status.

      ~REI Customer Service

    • Initial Complaint

      Date:02/10/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Company with I have a dispute REI ************************************************************ ************ date of transaction: 12/31/2024 and 2/07/2025 amount of money paid: $438.10 company committed to paying full refund.Nature of dispute. REI ONLY REFUNDED $370.30 and $28.10 short changing me $36.90 plus $2.80=$39.70. REI OWES ME $39.70 WHEN I returned items I expected to receive a full refund but was told I earned rewards (that can't be cashed in), but I did not receive notification of theses rewards. instead of giving me a full refund they said since I earned rewards, even though I didn't receive them I couldn't get a full refund. they are forcing a Customer to use rewards to buy more merchandise even if we choose not to use them. Further, the rewards cannot be cashed in so REI IS forcing the customer to buy more stuff whether they want to or not. it's an unfair policy. REI should give a straight 10% off or allow the rewards to be cashed in. I talked to a manager who was rude and unbending and clearly did care about how I felt. he said *** Board made the change and could not do anything about it.I just want my money refunded to the credit card and debit card used for the purchases.

      Business Response

      Date: 03/03/2025

      Hello,

      We have contacted the Seattle store and provided the details to the Store Manager. The Store Manager attempted to contact ***** but could not get ahold of them and left a Voicemail. This should be resolved soon. 

      Sincerely,

      REI Store Operations

      Customer Answer

      Date: 03/03/2025

       
      Complaint: 22921919

      I am rejecting this response because: i never got a phone call or got a message. They must have used the wrong phone number.

      Sincerely,

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

      Business Response

      Date: 03/11/2025

      Hi there,

      The Seattle REI Store Manager will be attempting to contact ***** again tomorrow, Wednesday 3/12, via phone and will follow up via email if they don't reach them on the phone.

      Please let us know if there's anything else we can do to help.

      REI Store Operations Support team

      Customer Answer

      Date: 03/17/2025

       
      Complaint: 22921919

      I am rejecting this response because: I am confused, I got one email saying I will get a refund and the last email on March 7th explaining the REI policies. I expect a refund of 36.90+2.80=39.70 plus tax. the 2.80 was left off the refund when I returned the poles. The email that I got stated I would get $36.90 plus tax, which is wrong. I will close this case when I get the refund, which they said would take 3-5 weeks. Thank you.

      Sincerely,

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

      Business Response

      Date: 03/25/2025

      The refund check has already been processed and is on the way to the customer. *************** time is 5 - 6 weeks. For further updates please contact **************** at ************** and they can use information on the membership to check the refund status.

      Customer Answer

      Date: 03/25/2025

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is sort of satisfactory to me, since they didn't include the refund from the poles which is $2.28 plus tax. This refund process was too long and hard. I will think hard about any future purchases. 

      Sincerely,

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

    • Initial Complaint

      Date:02/10/2025

      Type:Product Issues
      Status:
      Unanswered
      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 filing this complaint against REI for unfairly revoking my ability to return items despite always following their return policy. I have reached out to REI customer service multiple times for an explanation and a resolution, but they have failed to respond.I have always returned items either unused or used once, in accordance with REIs satisfaction guarantee. I have never abused the return policy, yet my return privileges were revoked without warning or justification. REI has refused to acknowledge my concerns or provide any reasoning behind this ********* a loyal REI member, I find this lack of communication and transparency unacceptable. I am requesting:- A clear explanation of why my return privileges were revoked.- A fair review of my return history to determine whether this action was justified.- Reinstatement of my return privileges if no policy violations occurred.I would appreciate the BBBs assistance in getting a response from REI, as they have ignored my direct attempts to resolve this issue.Desired Outcome: Reinstatement of my return privileges.Supporting Information:REI Membership Number: ******** Dates of Contact Attempts: 12/12/24 and 12/16/24 Thank you for your time and assistance.

    Recreational Equipment Inc. is NOT a BBB Accredited Business.

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