Business Profile

Sporting Goods Retail

Recreational Equipment Inc.

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Complaints

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

Customer Complaints Summary

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

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:01/10/2025
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.
Before Christmas 2024 I ordered a 650 Down Winter Jacket from REI for $129.00 and delivery was promised by 12/27/24. I found it strange that I did not get a tracking # but I double checked and found that I had an order number so I patiently waited for delivery of this Christmas gift. On 12/28 I contact REI and reported no delivery of order & got an acknowledgment of order but an otherwise vague reply. On 12/30/ 24, I called REI and was told that they never had the product at the time of the order and don't expect it to come back in inventory (maybe by Jan. 20th) so I can either hope for the best or cancel the order. Express dissatisfaction as an REI member regarding the lie about delivery when had no product to deliver and informed filing a BBB complaint seeking immediate delivery of the product (bec I do not need a Christmas gift of a Down Winter Jacket in July) and also want compensation for the lies told to me as a ***************** & therefore also want compensation for the shoddy treatment and cavalier response by REI customer service if ********************** hopes to retain me as a loyal REI member.
Business Response
Date: 01/10/2025
The referenced order was delivered on 1/2/2025. REI considers this issue resolved.
Please let us know if we can be of further assistance,
REI Store Support
Customer Answer
Date: 01/11/2025

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,

****** *****
Initial Complaint
Date:01/08/2025
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.
On November 25, 2024, I bought an item totaling $260.41 (order number A319162323). The item is now missing.The item was initially placed in the locker by OnTrac, the courier. But before I could pick it up, it was removed by the courier and "returned to sender" (see screenshot). The courier was not able to provide a return shipment tracking number.I'm asking Recreational Equipment Inc. to:1. Refund the amount above, because I never had my package, and I have no fault in this.2. Investigate the ****** issue and consider to stop using OnTrac for shipments because of their incompetence in package handling.
Business Response
Date: 01/08/2025
Hello Runwei,
We are sorry to hear that you did not receive your package from ******. Please reach out to our Sales & **************** Team, they will be able to assist you with locating this package and taking any next steps. This is also a great team for accepting your feedback about ****** and how you have been treated. Our S&CS team can be reached by phone*************) or you could email or live chat directly from our website at ************************** by scrolling to the bottom of the page and clicking on Live Chat or visiting the Help Center.
Thank you,
REI Store Operations
Customer Answer
Date: 01/08/2025

Complaint: 22783006

Complaint: 22783006

Hi,
Thank you for the response!

I have already reached out to the REI customer service before filling this complaint; however, the customer service was not able to help. There was no case number provided by REI but the conversation happened on Dec 19, 2024 and was with ****** *.

I sent the "returned to sender" screenshot to the customer service asking for help, and here is the response I got:

> We have reviewed the attached images and unfortunately are unable to assist using those images.

> Please reach out to ****** and submit a ticket to locate the package that is returning to REI. Please ask ****** to provide a return tracking number so REI can verify the location of the merchandise and send that detail to REI so we may continue with your refund request.

OnTrac doesn't have a customer facing email address or allow me to create a ticket with them; but I chatted with them via online chat and was told that they were not able to provide a return tracking number.
Sincerely,

Runwei ***

Business Response
Date: 01/23/2025
Because the tracking showed a proof of delivery photo and does not indicate that it was returned to sender, the customer will need to contact OnTrac via ******************************* and provide a tracking number for any return.
REI Store Operations
Customer Answer
Date: 02/07/2025
Hi, I requested the courier for the return tracking number:

> The package was removed from the locker by YOUR delivery staff and the merchant is asking YOU to share the return tracking number.

But the courier was not able to provide it:

> Unfortunately, we are unable to confirm control of your package at this time and apologize for the inconvenience. Due to the unconfirmed status, please contact your seller for further assistance.

Like I said before when I opened the case, I have no fault with regard to the lost package and Ive made good faith effort in pursing the related parties for it.

Im requesting again for a refund from REI and that REI stop using OnTrac for any future shipment due to the latters incompetence of package handling.
Business Response
Date: 03/05/2025
To Whom It May Concern:
We apologize for the inconvenience this has caused as a courtesy have refunded this order on 3/5/2025.
Thank you
REI Customer Support
Customer Answer
Date: 03/05/2025

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,

Runwei ***
Initial Complaint
Date:01/03/2025
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 have been a member of REI for 10+ years. I routinely shop online and order multiple sizes and return what does not fit. REI has a one year return policy for members. 90 days for non members. A no question asked policy that say you can return anything. *** had to return a number of items all brand new with tags attached 95% of which were within the first two weeks upon receipt. This was because of sizing issues. Every single item returned I took back to the store that was far away and they returned it without issue.Two weeks ago, I went to the store to purchase something as I checked out the associate told me I could purchase it, but I could not return it. I asked him why and he said because my membership was one that was affected with a band on returns. I asked him why there was a ban on my account and he could not answer. I asked the store manager why there was a ban on my account when clearly all the receipt state you have a year to return. Every single receipt I showed him with my online purchase as well as the one he handed me in the store, said you have 365 days to return. The store manager could not answer it and said I should have been sent a letter and email in early November. I was sent nothing and had purchased many items after that date as well. The manager told me I had to email corporate. I emailed corporate two weeks ago four separate times and called 4 times and I have yet to receive an answer.I have no idea why my membership is banned from returning items. I have done nothing wrong. I have never received an email or any letter even indicating that my membership was banned for returns. And if they were going to ban members from returning items, they should tell you that when you check out on their website not let you shop and never tell you until you go to return something.I have spent so much money at that store and to ban my membership for not being able to return New items is wrong.
Business Response
Date: 01/06/2025
To Whom it May Concern:

We are writing in response to a complaint that was submitted on January 4th,2024, by ***** ******, regarding the REI membership for **** ****** and was assigned ID no. ********.

While we very much appreciate **** as a member of REI Co-op (REI), we unfortunately are required to enforce our Return Policy as ****** 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, **** was a recipient of such a notice in that the total value of their returns has equated to 89% of the value they have purchased in the past 5 years and 36% of these returns by value were unable to be resold as new.
The decision to note ****** Membership as not eligible to return purchases is considered final.
-REI Customer Service
Customer Answer
Date: 01/06/2025

Complaint: 22765872

I am rejecting this response
First, almost every single item I returned was brand new with tags attached!! What 36% of items was not resealable that is completely false.
The store has limited quantities and limited selection and I have to order online multiple sizes. Thats why things were returned. All brand new with tags except one pant set I remember because the elastic came off after 2 months. That was it. The rest completely resealable in new condition
Second, where does it even state items returned must be new condition? Your return policy on your website does not state this at all
Third, I never received the email in October and I continued purchasing items without any knowledge of the no return policy. Nor did I get a letter. Why would there not be a notice on the website before checking out? You have everyone else a week to return items before the policy kicked in. I got no return window since I never got the email.
Initial Complaint
Date:01/03/2025
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.
On January 1st, 2025, I was awarded a gift card from Workhuman for use in this business. The card was issued under my name and email, which I also used on the business website to create my account.On January 1st, 2025, I placed an order, which was automatically cancelled on January 2nd with no explanation. After contacting support, I was notified I would be refunded via a digital gift card.On January 3rd, I was contacted to inform me the gift card was delivered. However, I did not receive this gift card. After contacting support again, they mentioned it would be escalated with the payment team.On January 3rd, I received an email claiming the gift card was not issued to me and the money would not be returned. The business also claimed they would not respond further, which led me to open this complaint as the business has plainly refused to address this.
Business Response
Date: 01/16/2025
To Whom It May Concern:
REI provided this customer with a replacement gift card on Friday 01/10/2024.
Thank you
REI Customer Service
Customer Answer
Date: 01/16/2025

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.
I have received a replacement gift card for the amount disputed in this claim and this satisfies my complaint.

Sincerely,

***** ****
Customer Answer
Date: 01/25/2025
On January 1st, I received 3 gift cards from Workhuman for $100 each. These three gift cards were confirmed to be valid and were issued under my name and email, as shared in this complaint. After placing an order, the funds were withheld from me. I've contacted support multiple times since then and the funds have not been returned to me. I was able to resolve the issue with the gift card ending in 1020 by filing a BBB complaint, however, the two other gift cards still have the funds withheld and REI support has stopped responding to me. On January 3rd, I placed order A322611369 for $85.15 with the gift card ending in 3035. The funds were withheld, and after contacting support, without any explanation they also removed the remaining $14.85 from the 3035 card. For this, I am requesting the $100 for the gift card. On January 3rd, with help from an REI customer support representative (as recommended by chat support), I placed order Y125871839 for $85.15 using the gift card ending in 3552. As before, REI withheld the funds and have not returned them even after contacting support. The remaining $14.85 are still available on the gift card ending in 3552. For this, I am requesting only the $85.15 which were withheld. In total, I am requesting REI that the $185.15 from the two aforementioned gift cards either be refunded or replaced with an equivalent gift card.
Business Response
Date: 02/02/2025
The replacement gift card re-issued on 1/10/2025 under REI order # Y125903689 and sent to the same email the original order was placed under.

The gift card was redeemed on 1/17/2025, At the ********* store and used to purchase socks, a small pack, and a REI membership.
REI Customer Support
Customer Answer
Date: 02/02/2025

Complaint: 22764240

Hello, I am rejecting this response because:
The original complaint for one $100 gift card was indeed resolved and the gift card was reissued. However, I opened a new complaint that was merged with this one for the two other $100 gift cards I've been unable to use.
While part of this complaint has indeed been satisfied as described by the business (the gift card used in order A322517053), I am still waiting on resolution about the gift cards used in orders A322611369 and Y125871839. This is the part that got added after the initial complaint, the details are in my last reply, I'd be glad to share them again if needed. I do apologize for any confusion due to this.
Thank you.

Sincerely,

***** ****
Business Response
Date: 02/16/2025
** have reviewed each gift card in question and have requested that the 2 gift cards in question to be re-issued for the customer for $85.15 apiece. This should take place within the next few days. Each original gift card has a balance of $14.85. The funds are available to be used from the the original gift cards.
Customer Answer
Date: 02/21/2025

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,

***** ****
Initial Complaint
Date:01/02/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased two jackets from REI on November 26, 2024. Initially, they were to be shipped to my residence. Since I was unable to receive the package at that time, I requested to change the shipping address.The package was initially transported by ****. However, after December 7, I couldn't track the specific location of the package. REI also didn't send me a new package tracking number. So, I had to report to REI that my package might be lost. Then REI provided me with a new package tracking number, and the package was to be delivered by UPS.When I checked the package details, I found that the weight was only 1.4 pounds. But the actual weight of the two down jackets I bought should be over 2 pounds. This proves that REI only sent me one jacket when they dispatched the ******** the end, I bought two jackets, but I only received one. I asked REI for a refund or a reshipment of the missing jacket, but REI refused both, telling me that I needed to contact my receiving company.All the facts demonstrate that REI only shipped one jacket in the first place. It's extremely unfair that they are now refusing to compensate. If it were the fault of the receiving company, I wouldn't have contacted REI. But it's clear that this is REI's mistake. I can provide the video of unpacking the package, the weighing records, and the shipping records to prove all of this.
Business Response
Date: 01/09/2025
Hello ****,
Thank you for the detailed information that you provided. We have reviewed your complaint and agree the weight of the package does not match up and have issued a refund.
I sincerely apologize for any inconvenience caused.
REI Store Operations
Initial Complaint
Date:12/28/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been a member of REI since 2012 a regular / monthly customer. Recently ********************** added a restriction to my membership # ******** account in which according to the store associate due to excessive returns all sales are final. Yes, I have returned things to REI, but I have also spent 10s of thousands of dollars in your store. When I returned items, there was a time when the manager was called to approve the return. The manager approved the return and said they could accept the return this one time. I never forced anyone from REI to take a return, the manager or staff accepted and approved the returns and now you want to punish me for their decisions to accept and approve the returns. Now you are treating me like a criminal on EVERY purchase I make. Whenever I buy anything, the cashier has to call a manager over to the register to tell me the above-quoted statement and both look at me like I have the plague and cannot be trusted. Even on a brand new item, I can never return an item, even within the approved return period with tags attached. What the h*** is the matter with REI? You are treating a good customer like I am a ***** on every purchase I make. Who was the marketing genius who came up with this idea? You know just how to push a customer away from your store with this action. I have owned a business and getting and keeping a customer is the hardest part of any business, what are you thinking? And doing this to a regular high-performing and paying customer. I need one of the following to occur. 1. Remove the restriction to my account and return it to the regular status with no restrictions.?2. If you do not do #1 above, refund my membership amount I paid in 2012 and refund any rewards I have accumulated and close my account. I do not want to do business with any company that treats good regular customers like this.If one of the above is not done, I will file a complaint against REI with the *************************-**** ******
Business Response
Date: 01/05/2025
To Whom it May Concern:

We are writing in response to a complaint that was submitted on December 28th,2024, by **** ****** and was assigned ID no. ********.

While we very much appreciate **** as a member of REI Co-op (REI), we unfortunately are required to enforce our Return Policy as ****** 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, **** was a recipient of such a notice in that the total value of their returns has equated to 49% of the value they have purchased in the past 5 years and 63% of these returns by value were unable to be resold as new.
For that reason, we are leaving the notation on ****** REI Membership that limits their ability to return any REI purchase. We are also not going to refund the REI Membership fee that **** paid in 2012 as the Member has received several Member benefits over that time.
Thank you,
-REI Customer Service
Customer Answer
Date: 01/05/2025

Complaint: 22740331

I am rejecting this response because:

Sincerely,

**** ******
Initial Complaint
Date:12/27/2024
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 at the REI store to sell back used gear as part of their trade in program. At the register I was told I was banned from making returns or trade ins. I had not received any prior warnings that my return habits were excessive, nor did I receive any communication that this decision had been made prior to when I was at the register. Others also banned were apparently notified by email.I have made many purchases from REI over the many years I have been a member, and I have made many returns. I was truthful about every return, and every one has accepted at the register. REI prides itself on its return policy, and openly talks about returns being possible for any reason. They do not actually define what "abuse" of the policy is. I don't think ever violated the actual policy. I have reached out to REI twice via email and once via chat. Chat could not comment on the situation. I finally got a very terse response (see attachments).
Business Response
Date: 01/15/2025
To Whom it May Concern:

We are writing in response to a complaint that was submitted on January 8th,2025, by ***** **** and was assigned ID no. ********.

While we very much appreciate ***** as a member of REI Co-op (REI), we unfortunately are required to enforce our Return Policy as ******* 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, ***** was a recipient of such a notice in that the total value of their returns has equated to 75% of the value they have purchased in the past 5 years and 34% of these returns by value were unable to be resold as new.
There are no additional details that we can provide behind this decision and the decision is considered final.
-REI Customer Service
Customer Answer
Date: 01/15/2025

Complaint: 22733696

I am rejecting this response because:
I completely understand REI's need to prevent abuse of their return policy. I have returned many items, although going back further than 5 years will show I've also kept many items. I never passed returned items off as new and I never bought something for temporary use with the intent to return. I mostly purchased clothing. I returned because the items ended up not working out, either due to hormonal changes from menopause and breast cancer treatments causing an intolerance for synthetics, or poorly defined women's sizing/plus sizing, or it just didn't work out in some other way. The real issue here is that REI never gave and definition of what policy "abuse" is, never have me any warning that I was approaching the return rate they felt was unacceptable, and every return I made was accepted without question by the employee. REI touts its return policy as being generous, it was one of the reasons I liked them and felt they stood by their product. They can lay all the blame on me if they choose, but the real problem here is poor communication regarding their policy as well as their unwillingness to engage in real conversation other than oft-repeated stock explanations

Sincerely,

***** ****
Initial Complaint
Date:12/26/2024
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.
REI cancelled a perk of my membership without notice or any explanation. I went to exchange an item at an REI store and was told my account was flagged and that I could no longer exchange or return items. The clerk could not provide me any further information and told me to email ***************************************** I emailed them 3 times before receiving a response. In their response, they did not tell me why I was flagged. I have spent thousands at REI and have their credit card. I am not one to abuse their policy--rather, I have appreciated that staff have always encouraged trying gear to make sure you like it. The in-store selection is also not expansive, which makes shopping online and ordering multiple sizes the best way to ensure I like the product. I never received any email or notification that REI was concerned with my returns. If I had, I would have been more careful and selective in what I ordered. Unfortunately, REI blindsided me when I am not someone purchasing thousands of dollars of gear for a trip and then returning it after the trip. I have seen people return things for terrible reasons and after wearing gear down to the bone. I have never done either of those things. The craziest part, is that I can't return *anything,* not even items in new condition with tags. I would understand not being able to return used items, but the fact that the ban extends to new items blows my mind. REI used to be a great company and I understand they can't reach out to every customer and provide a detailed response. But the fact that I never got any notice and that an email called "policy standards" couldn't tell me what "standards" they used to revoke future returns feels highly impersonal and not what you would expect from a business whose foundation is supposedly built on being a "cooperative."
Business Response
Date: 01/06/2025
To Whom it May Concern:

We are writing in response to a complaint that was submitted on January 6th,2025, by ******** ******* and was assigned ID no. ********.

While we very much appreciate ******** as a member of REI Co-op (REI), we unfortunately are required to enforce our Return Policy as ********** 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, ******** was a recipient of such a notice in that the total value of their returns has equated to 77% of the value they have purchased in the past 5 years and 35% of these returns by value were unable to be resold as new.
The decision to no longer allow returns or exchanges for this customer is considered final.
-********************** Customer Service
Customer Answer
Date: 01/11/2025

Complaint: 22732124

I am rejecting this response because:
1. I never received a notification on October 30, 2024 stating I had abused the return policy. I received nothing in the mail and I've checked my email (including spam/junk). How was this notification sent?
2. Part of your reasoning for this action is that my returns in the last 5 years equaled 77% of my purchases and that 35% of these items were used. Therefore, 42% of the items returned were new. Is there something in your policy addressing a limit on returning new items?
I admit that my return rate is high. But, none of the items I used and returned were worn down or were returned without an honest justification on my part. I've seen used gear return for absolutely ridiculous reasons like, "there's gum on the shoe" or "pants are dirty." I have never returned things for reasons like that. In hindsight, I could have been more conscientious about purchases. But, your employees would often encourage purchasing multiple sizes/trying things out because, after all, that is a big reason why people like REI. Obviously people take advantage of that, and I really don't think I was one of them.
3. I'm not expecting or even asking for anything to change on my account. I just wanted transparency with what was happening and why. I appreciate your time in responding to my complaint.
Regards,
******** *******
Initial Complaint
Date:12/22/2024
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.
Recently, I made an online purchase of several items (11/16/2024). I tried on the items at home and they did not fit. I went to REI to return the items, tags on, in original packaging. I was told at the store that they could not accept the return (12/06/2024). I asked why, and they said they did not have information but that I could call customer service or email ***************************************** **************** told me that I was not allowed to make any returns and told me I should have received a letter and an email in early November explaining why I was no longer allowed to make returns. I never received an email or letter. Had I received such notice, I would not have made any further purchases at REI until the issue was resolved. I emailed that address on 12/06/2024 and as of this date have not received a response. Concerns:(1) The return policy on the website now states that In the rare event that REI determines there has been an abuse of the Return Policy, REI will not accept a return or exchange, even within one year of purchase, in order to ensure that every return or exchange is handled with fairness and protects the integrity of our membership and customers. It does not include (a) what constitutes abuse, or (b) how members might dispute this. (2) Members were not notified prior to this policy being implemented that it would be. (3) I never received any notice that this policy would apply to me until after-the-fact when I inquired after not being allowed to return an unused item within a 30-day window. (4) Most retailers allow 30-day returns of unused / unworn items, no matter what particularly for items purchased online because they were not available in store at a physical retail location. REIs new policy does not allow certain members to return anything at all, regardless of circumstances such as that. However, non-members who make a purchase, have a receipt, and try to return unused items are allowed to.
Business Response
Date: 12/28/2024
To Whom it May Concern:

We are writing in response to a complaint that was submitted on November 17th,2024, by ******** ******* and was assigned ID no. ********.

While we very much appreciate ******** as a member of REI Co-op (REI), we unfortunately are required to enforce our Return Policy as Katricias 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.
Thank you,
~REI Customer Service
Customer Answer
Date: 12/28/2024

Complaint: 22721008

I am rejecting this response because they did not address the issue of how they are no longer allowing these members to return unused, unworn items within 30 days - just like non-members are allowed to.
Business Response
Date: 01/15/2025
To Whom It May Concern:

There is not additional information that can be provided to the REI Member other than what has already been provided. The decision to no longer allow them to make returns or exchanges with REI is considered final.
Thank you,
- REI Customer Service
Customer Answer
Date: 01/15/2025

Complaint: 22721008

I am rejecting this response because: The lack of transparency and information regarding these decisions is problematic for customers, co-op members, and the business itself. If this is the route REI wants to take, it leaves existing co-op members without insight into how these decisions are made and when they will be made or changed in the future. This is likely to harm the business, as members will leave and new customers may hesitate to join the co-op.
Best of luck to REI's new approach.
Initial Complaint
Date:12/15/2024
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.
As I've seen reported, REI has banned a number of co-op members from abusing returns. On 12/16, I visited the ***********, ** store to return items. I was told I was banned from all returns and that I had received an email. I did not, in fact, recieve an email stating this change to my relation to the policy. I believe their policy changed on the 11/6, but with no warning or communication, REI can refuse to accept any return of mine, even if the product is defective. In a world of shrinking, smaller retailers, REI is one of the few places I can go to see these kinds of pproducts. I have never been turned down by any employee for using their return policy -- how am I to know what is within limits if no one communicates these expectations?
Business Response
Date: 12/18/2024
To Whom It May Concern:
After re-assessing ********* REI purchase history, REI has decided to reinstate their ability return purchases. Going forward, ******* can make purchases and returns with REI as they have in the past.
Thank you,
-REI Customer Service
Customer Answer
Date: 12/23/2024

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 reviewing and changing my return status. You have kept a customer!

Sincerely,

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

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