Complaints

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

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  Recreational Equipment Inc.

  1700 45th St E Sumner, WA 98390

• 

  Recreational Equipment Inc.

  1700 45th St E Sumner, WA 98352

• 

  Recreational Equipment Inc.

  7410 SW Bridgeport Rd Tigard, OR 97224-7728

• 

  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:02/10/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was informed in the ******* store on 12/17/2024 that I am no longer eligible to make returns at REI due to a high volume of returns. I contacted the provided email address to the corporate office, ***************************************** on 12/31/2024 and was told no more information could be provided and the decision would not be reviewed. Prior to this time, I had never been informed that the portion of items I returned was an issue. In fact, during my years of REI membership since 2013, I have purchased thousands of dollars in items without issue. I am being prevented from using the benefits associated with the membership I paid for, and being unfairly treated by being informed I was violating an unstated and undefined policy. I request my return privileges be immediately reinstated. I look forward to continuing to support REI as a member co-op, and sincerely hope this was an honest misunderstanding.

• Initial Complaint

  Date:02/07/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against REI for deceptive marketing, bad faith enforcement of its return policy, and defamatory public statements about return-banned customers. ********************** advertises its return policy as a membership benefit, and employees explicitly encourage members to use it. However, REI retroactively banned customers without disclosing limits or criteria, encouraged returns, then later punished members for following store guidance. No return threshold was ever disclosed. Staff continues to encourage returns, deceiving ******************************** publicly claimed "abusive" members returned 79% of their items. REI confirmed my return rate is 41% since 2017 (lower if factored back to 2008), far from the 79%+ REI told the media. REI counts gifts returned by recipients, unused items, and items they didn't have in stock they instructed me to buy and return. Store employees repeatedly said buy multiple items, try them, and return what doesnt work. Despite following staff guidance, REI labeled my behavior as abusive, banned my account without due process, and made false public statements defaming ******************************** provided no warning or opportunity to adjust behavior as stated. I contacted **************************************** for clarification, but REI refuses to explain why my account was banned, provide details, or allow an appeal. This raises serious concerns about fairness and accountability.I request that REI be investigated for misleading return policy marketing, issue a public correction of its false claims about flagged accounts, and disclose clear return thresholds to prevent misleading future ********************************* selective enforcement raises potential consumer protection violations due to deceptive advertising, defamation concerns regarding multiple false public statements, and bad faith enforcement inconsistent with its co-op values. I urge the BBB to investigate and hold REI accountable to protect future customers from these misleading business practices.

• Initial Complaint

  Date:02/04/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally address the retroactive enforcement of a return policy ban on my REI membership account #******* and the subsequent denial of a return for purchased items. According to REIs letter dated January 7, 2025, I was informed that as of November 6, 2024, I am no longer eligible for any returns or exchanges due to a policy change. However, I have significant concerns about how this change was implemented and communicated.The items I attempted to return were purchased on October 27, 2024 (Order Number: A316459634), under the understanding that REI members were entitled to a 365-day return window as per the return policy in effect at the time. Retroactively applying this ban to purchases made before November 6, 2024, violates the reasonable expectations I had as a consumer. REIs actions contradict fundamental contract law principles, which mandate that businesses honor the terms in effect at the time of purchase.REI banned my account based on vague claims of abusing the return policy without providing any clear criteria, or explanation. Nowhere in REIs policies is abuse specifically defined. This lack of transparency makes the ban arbitrary and unfair to members who purchased a membership in good faith.Furthermore, the letter from REI states that an email was sent notifying me of the policy change on November 6, 2024, yet I have not received any such communication. Additionally, my REI online account does not display any information regarding the ban or policy change. As a result, I was unaware of these changes.The only fair resolution I see in this case is the complete reinstatement of my membership and the right to make returns. Along with honoring the return policy REI must improve its transparency and provide clear guidance on which returns are permitted and which are not.

• Initial Complaint

  Date:01/25/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Nov 29, 2024,I ordered two pieces of clothing for $800, and the items were sent from 2 different places.After I received it, I found that one of the packages was the wrong item,I reported this to customer service,He told me that I only need to return the wrong item and I will receive a refund($400).I did as he said, and the wrong item was returned and arrived on Jan ******. It has been 22 days now. During this period, I contacted online customer service many times. They always told me 24 hours?48 hours?72 hours, time passed, I did not receive any reply.when I contacted customer service, the only response I got was to continue waiting and nothing else.Obviously this is beyond the normal refund time, the kidney stones are causing me so much pain now and I urgently need this refund to pay for the surgery, please help me, thank you very much!

  Business Response

  Date: 02/10/2025

  We apologize for the delay in response as our team has been doing research into this issue. REI will follow up again within the week once a member of HQ team connects with the customer to reach a resolution. 

  Thank you,

  Store Operations Support

  Business Response

  Date: 02/11/2025

  As of today, the customer has been refunded, but depending on the financial institute, this can take up to 5 to 10 business days for the refund to be processed. Thank you, Store Operations Support

• Initial Complaint

  Date:01/22/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 2 pairs of shoes in December. I went to return them unused today and was told I could only receive a refund of $270 and I would have to wait until 2/24 and I would receive $30 in rewards that I could spend at REI in the next two years. I live over an hour away from the closest store and said that wasnt going to work for me. The employee told me that was the policy. How is it fair that they get to keep part of the money I spent and force me to use the $30 to purchase something else from them?

  Business Response

  Date: 01/28/2025

  Thank you for reaching out. We coordinated with the store the transaction occurred at to reach out to the customer to work on a resolution. They have refunded the remaining $30 to the customer, and they stated that they are happy with the resolution. Please feel free to reach out to the store or Sales and **************** ***************) for any additional assistance.

  Thanks,

  REI Store Operations

  Store Support

• Initial Complaint

  Date:01/20/2025

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Multiple transactions have been over ************* has changed / revoked paid membership **************** is discriminating by not sending sales and other company related benefits since membership change.

• Initial Complaint

  Date:01/16/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal complaint against REI regarding an unfair policy change applied to my membership and the lack of communication and support I have received in addressing the matter.I have been a loyal member of REI since 2018, regularly shopping at their stores and abiding by their policies. REI employees have consistently encouraged me to try on items at home and return them if they did not fit, even if used. I have returned items, most of which still had their tags attached and were in brand-new condition after trying on at home.Recently, during a visit to REIs ********, ** location, I was informed that I am no longer eligible to make returns for any purchases, including those made in the past year. I was told that all purchases I make moving forward would be considered final sale. This decision was made without any prior notice or communication from REI. I never received an email, notification in my account dashboard, or any other form of communication about a change to my membership terms.When I attempted to seek clarification and review the matter further, I was met with generic responses that provided no meaningful assistance or explanation. REI has alleged that I abused their 365-day return policy, but I firmly believe this claim is baseless. I have always adhered to the companys stated return policy, which explicitly allows for returns within 365 days for members. No prior warnings or discussions were initiated by REI to address any perceived issues before they enacted this restrictive policy.I've spent a significant amount of money at REI and trusted the company to honor its policies. I feel I am being unfairly penalized for exercising the return rights explicitly offered by REI. I am seeking your assistance in resolving this matter and ensuring that my membership rights are reinstated. At the very least, I would appreciate a clear explanation from REI as to why these changes were made without prior notice or communication.

• Initial Complaint

  Date:01/14/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My order has *** delivery and it shows that the delivery was successful, but I did not receive the package. *** and I admit that it was lost during the shipping process, but Rei is not responsible for after-sales service. tracking number1Z2YV6420304802018

  Business Response

  Date: 01/27/2025

  To Whom it May concern. 
  
  Order A320160409 was delivered to a third-party facility on 12/26/24.
  
  We're unable to offer refunds or replacements for packages sent to third-party locations. We recommend reaching out to the recipient for further details regarding your package. 

  For additional reference please note shipping terms on ************************** at REI Terms of Use | REI Co-op

   

  Thank you 

  REI Customer Support 

  Customer Answer

  Date: 01/27/2025

  ??
  :22812306
  
  ??????,??:I think third-party addresses should also receive the same service,UPS has acknowledged that it was their fault for the unsuccessful delivery and has applied for a claim document from you, but you have not responded
  
  ???,
  
  ?????

  Business Response

  Date: 02/10/2025

  Thank you for your patience in our reply. Our team is trying to locate where the *** claim document was sent to within the Co-op so we can respond to the carrier's request. We will follow up within the week with an update. 

  Thank you,

  Store Operations Support

  Customer Answer

  Date: 02/11/2025

  
  ????
  
  ?????????????? ******** ?????,?????????????
  
  ???,
  
  ?????

• Initial Complaint

  Date:01/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  November 5th 2024 I returned a brand new bike that had been purchased as a gift for my nephew. Shortly after giving it to him he moved cross country and never came back for the bike. He rode it one time less than 5 miles and it sat inside my garage after that. The bike was in completely brand new condition with all accessories and paperwork. I contacted the store to be sure it was eligible for return and they said not to worry about it and come on in. I normally wouldn't return something so long after purchase but because the bike was in absolutely perfect condition and the REI return policy is known for being great I wasn't worried. Then at the store they couldn't put the refund back on my card. They insisted that I wasn't using the right card and/or pin number. They kept saying my card was "declined" in front of other customers which was embarassing and not true. I only have 2 cards and we tried both. They then said there was nothing they could do and that they'd have to issue a check in the mail which would take 4 to 6 weeks. The whole process was frustrating and embarrassing and they treated me like c*** I was upset but since there was no other option I was forced to "request" a check. It has now been 2.5 months and I am still getting the run around about my refund. They said the first check got lost in the mail and they reissued another. Now they are saying that this one may have got lost in the mail and they can reissue it. Then they said it's possible the first check was sent to my old address in another state, but when I signed the paperwork for the refund check "request" I verified my address on the form as well as verbally and explained that I'd moved in 2022. At this point it seems like I will be waiting for a check over and over again. I'd like my refund or to just pick the bike back up. This is absurd. I've been a great customer and have never returned an item in the decades I have been a customer with ********************** first on my husband's account then on my own.

  Business Response

  Date: 01/15/2025

  Hello, 

  It looks like the customer spoke with our Sales and **************** Team directly and was informed that the check would arrive in the coming days. The customer agreed to wait. If the check does not arrive, they can reach back out to Sales and **************** and they will be happy to assist further. 

  Thank you,

  Cambria

  Support Representative 

  Customer Answer

  Date: 01/24/2025

  Hello, 
  
  I missed my 7 day window to respond because I was busy at work. Can you please update the case that I reject their resolution because I still have not received a check and it has been 78 days since the check was supposedly issued on November 5th. 
  
  They have claimed to have canceled and reissued it yet no check at all has come in the mail yet so it clearly was never sent in the first place. I verified my current address at the time of the refund both written and verbally and have verified it verbally with two different customer service **** over the phone. 
  
  I doubt the next check has been sent either. These checks would be sent from a neighboring city. The idea that it would **** * weeks for them to arrive is ridiculous, but still to date nothing at all has arrived in the mail. 
  
  I would either like my refund, or I would like the bike back in the same condition that I returned it in. I'm tired of hearing from them that the check is "in the mail".
  
  Thank you,
  ****** *********

  Business Response

  Date: 01/24/2025

  Ariana,
  
  I spoke with our Cash Accounting Team and they confirmed that the check was delivered to the address provided on 12/24. Since you did not receive the check, I have had the check voided. I confirmed with the ***************** team that you can return to the store at your convenience, and they will issue you a refund in store.
  
  Thank you,
  Cambria
  Support Representative

• Initial Complaint

  Date:01/10/2025

  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.

  Signed up for a new membership on 1/7/25 and was promised a $30 bonus via a Member Bonus Card. I was given the Member Bonus Card with an expiry date of 1/18/25. I tried to use the card on 1/8/25 and 1/10/25 online and received the message: "Sorry, the bonus card ending in 4676 is expired. Please see the card Terms and Conditions for more information." I contacted customer service on 1/8/25 via chat and was told that there was nothing they could do. I called customer service on 1/10/25 and after waiting was disconnected. Card # is ***********************

  Business Response

  Date: 01/27/2025

  Hello ****,

  
  I sincerely apologize that your bonus card was not activated correctly when you joined the Co-op. Our customer service team has issued a digital bonus card for you that will be showing up in the email used for your membership. The card will be active in 24hrs for use online, in-store, or over the phone. Please reach out to our team at ************ or live chat if you encounter any issue with the card. We value you as a member and appreciate the opportunity to make this right.

  
  **** *.
  Store Operations

  Customer Answer

  Date: 02/02/2025

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