Complaints

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

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  Recreational Equipment Inc.

  1700 45th St E Sumner, WA 98390

• 

  Recreational Equipment Inc.

  PO Box 1938 Sumner, WA 98390-0800

• 

  Recreational Equipment Inc.

  2235 NW Allie Ave Hillsboro, OR 97124-9078

• 

  Recreational Equipment Inc.

  735 NW Gilman Blvd Issaquah, WA 98027-8104

• 

  Recreational Equipment Inc.

  129 N Ely St Kennewick, WA 99336-2941

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

• Initial Complaint

  Date:12/05/2024

  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 am writing to formally address an issue regarding the flagging of my REI membership as an account allegedly abusing the return policy. This status change now prevents any future returns under my account. I would like to outline my concerns and seek resolution:Lack of Notification:I was not informed of the change in my account status. No email or notification was sent to alert me of this decision, which violates my right to transparency.Unfair Policy Application:I made purchases without being aware that returns were no longer allowed under my account. This lack of notice led to purchases under a false assumption that returns would be honored as per the published policy at the time of purchase.Potential Policy Mismanagement:Dynamically changing return policies without proper communication constitutes an unfair and deceptive practice, potentially violating California's consumer protection laws, including:California Business and Professions Code *****: Prohibits unfair competition, including fraudulent or misleading business practices.California Civil Code 1770: Lists practices deemed deceptive under the Consumers Legal Remedies Act, such as misrepresenting the rights or remedies available to consumers.Inaccessible Customer Support:Attempts to resolve this matter through customer service have been unsuccessful. The lack of access to someone who can review my purchase history and account status further exacerbates the issue.I believe these actions are inconsistent with Californias consumer protection regulations and REIs commitment to providing fair and transparent service to its members. I respectfully request:A review of my account and purchase history to verify the legitimacy of the flag.Immediate communication regarding any account policy changes moving forward.Reinstatement of my ability to return items under fair conditions.I am prepared to provide additional documentation if needed.

  Business Response

  Date: 12/10/2024

  To Whom it May Concern:
  
  We are writing in response to a complaint that was submitted on December 6th,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 62% 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 restrict returns by **** as an REI Member is final.

  Thank you,

  -REI Customer Service

  Customer Answer

  Date: 12/10/2024

   
  Complaint: 22646985
  
  I am rejecting this response because:
  

  I have been an REI member for three years, joining after the COVID-19 period when online shopping was widely promoted to address public health concerns. I joined with confidence in REI's "one-year no-questions-asked return policy," and since then, I have made 45 purchases totaling $6,995, with only 8 items purchased at regular prices. Most items I returned were in new, unused condition (with original packaging) within a few weeks.
  My purchases were genuine, intended for my family and me, and were primarily driven by interest in sale items due to limited in-store inventory. I did not engage in excessive or frivolous buying for comparisons.
  

  REI's recent dynamic changes to its return policies, implemented without proper communication, constitute an unfair and deceptive practice. These changes, including restrictions on return frequency and amounts, may potentially violate California consumer protection laws, such as California Business and Professions Code *****, which prohibits unfair competition and fraudulent or misleading business practices.
  
  I have not received any emails or mailed letters regarding changes to my membership return policy, which now designates all future purchases as final sales. Unaware of these changes, I placed three online orders (A320074182, A318701104, A318700331), not knowing they were non-returnable. There were NO clear notifications about the final sale status in my online account or during the checkout process. This lack of notice led me to make these purchases under the false assumption that returns would still be honored under the previously published policy. I request the ability to return these three orders rather than recovering my membership permanently restricted to final sales.

  Sincerely,
  
  **** ***

  Business Response

  Date: 12/28/2024

  To Whom It May Concern:

  The change to ****** ability to return REI purchases was communicated with them on October 30, 2024 as previously noted. We do show that **** was able to have order A320074182 recalled in shipment and was issued a full refund for that purchase. Going forward, any REI purchase that **** makes would not be available to return as laid out previously.

  ~REI Customer Service

  Customer Answer

  Date: 01/03/2025

   
  Complaint: 22646985
  
  I am rejecting this response because:
  

  I am writing to address a serious issue regarding the lack of adequate notice for recent changes to REIs membership return policy. Specifically, I have not received any emails or mailed notifications about a policy change that now designates all purchases made after October 2024 as final sales.
  Unaware of this change, I placed three online orders (A320074182, A318701104, A318700331) under the assumption that REIs previously stated return policy still applied. At no point during the checkout process or in my online account was I provided with clear and conspicuous notice that these purchases were non-returnable. This omission is deeply concerning.
  The failure to notify customers of material changes to terms that directly affect their purchase decisions could constitute a violation of California Business and Professions Code *****, which prohibits unfair or deceptive business practices. By not providing adequate notice of the policy change, REI may have misled customers, including myself, into making purchases under false assumptions.
  I respectfully request the ability to return the two remaining orders (A318701104, A318700331) that were made without proper notice of the new policy. I've called REI to cancel order A320074182 before it shipped, and I appreciate that REI promptly processed the cancellation. Failing to resolve this matter may necessitate further action to ensure compliance with consumer protection laws.
  I trust that REI values its customers and will take the appropriate steps to address this situation promptly. I look forward to your response.

  Sincerely,
  
  **** ***

• Initial Complaint

  Date:12/04/2024

  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.

  This merchant secretly decided to not allow customers to return or exchange items purchased despite a written policy allowing returns and exchanges for 1 year to members- no questions asked.. The merchant did not notify me in any way about this policy change and claims they sent one email which was not received. They did not post this policy on their website. They did not provide any written information concerning this change prior to purchasing over $1000 in Christmas gifts for family. My member account did not provide any information concerning this change. My purchases did not indicate in any way that I would not be able to return or exchange items purchased. I feel this has to be illegal!! I have contacted the merchant several times and I am directed to write an email- I have sent at least 19 emails to the address with no response. **************** directs me to the email and will not assist. I do not know what else to do! I feel like I was fraudulently sold merchandise under false advertising and I want to return the brand new items I purchased still in new condition as Christmas gifts and purchase from a retailer that will allow returns and exchanges. This type of Bait and switch practice has to be addressed. I feel like i was robbed!!! Please help!!

  Business Response

  Date: 12/05/2024

  To Whom It May Concern:

  ****** has already been provided a direct response allowing them to return all purchases made between November 6, 2024 and December 2, 2024 when they were made aware verbally of the change in their ability to return REI purchases.

  REI did post the following on this page on ************************** on October 18, 2024: *************************************************
  
  "Past abuse of our return policy
  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."

  The notice that ****** was a part of this change was emailed to them on October 30, 2024. An exception has been made for this customer to make specific returns as noted above. The decision around this return policy change effecting ****** is final.

  Thank you,

  ~REI Customer Service

  Customer Answer

  Date: 12/16/2024

  To whom it may concern, 
  
  REI did finally choose to respond to me (anonymously) after this complaint was filed, albeit after several days of no response. I thank BBB for your services, as BBB involvement seems to have worked to motivate a response. I thank REI for choosing to respond finally and do the right thing.
  
  REI did state they would grant me the ability to return the $1000 worth of items purchased before Dec. 31 allowing me 25 days to return the items in store, however, REI did NOT honor what they said they would do in this correspondence. 
  
  We went to the ******** store (which is a two hour drive from our home in northern **********) today Dec. 13 at 9:15 am and the store was unable to accept the items for return as promised in writing by the REI corporate anonymous representative. Because of this, we will now be unable to return the items in store and will need to return by mail to meet the imposed deadline REI has created, as we cannot make that journey again before the deadline.  
  
  We will therefore now need to have a return prepaid shipping label sent to waive the shipping fees and a guarantee of refund. Other items were also returned to sender and received by REI as notated by tracking information, and NO REFUND has been issued for the items to me. This is literally STEALING.
  
  Any non-member has a window of 90 days, and as a paid member their written advertised policy is 1 full year.  REI is choosing not to honor its written advertised return window for paid members (of which I am/ was one) nor for non-members, which I guess I am now, without prior notification. REI seems to have created a special category for which there is NO written description, nor outline, nor has there been any prior notification for this change, warnings, communications, nor more importantly any refund of membership fees.
  
  This situation is a clear cut case of BAIT AND SWITCH. 
  
  REI advertises 100% satisfaction guaranteed. We stand behind everything we sell. If you are not satisfied with your purchase, you can return it for a replacement or refundwith a few exceptionswithin one (1) year of the purchase date if you are an REI Co-op Member or within 90 days of your purchase if you are not a member. REI seems to feel that posting that In the rare event that REI determines there has been an abuse of the Return Policy, without any definition of what that would be, nor feedback or warnings to customers, they would be allowed to choose to NOT honor its advertised policies whenever they want and further, abuse any customers in any way they choose without any direct communication, warnings or member refund.
  
  As a social worker who fights for social justice for the underdog for a living however, I do feel it is worth outlining this egregious deception based practice (generally considered illegal) advertising a policy which it chooses not to honor, nor define and goes so far as to revoke, despite collecting member fees, is a bad practice that needs to be addressed by a third party source... or perhaps legally. 
  
  This company is making false promises to its members who pay a $30 member fee, and who pay much higher prices for goods because of a policy that lures them in deceptively and falsely promises to stand behind everything we sell- except they do not, and are clearly not willing to define what they choose to call abusive or deliver as advertised.
  
  There is no definition of what REI determines to be an abuse of the return policy, nor criteria they have outlined to define and stipulate what part of no questions asked for 1 year is ok and what is not, nor communicate with members who have been members for over 30 years. REI does not communicate with its members warning them of any impeding cut off, discuss how they feel someone is abusing its policy, or even define it! How could someone abuse it? They stand behind everything they sell except when it they choose not to honor their own policy.
  
  Instead, It seems that REI cannot fulfill its advertised promise and is abusing its customers in order to get around the integrity a company would need to fulfill its advertised policy. 
  
  I do appreciate BBB in helping me to be able to communicate with a large Corporation that clearly feels they can be this abusive to customers and get away with it. 
  

  Business Response

  Date: 12/28/2024

  To Whom It May Concern:

  The REI customer has been given details on how they can return the purchased items in their complaint. REI has already returned several items by mail and this should now be resolved.

  ~REI Customer Service

  Customer Answer

  Date: 12/29/2024

   
  Complaint: 22641981
  
  I am rejecting this response because: REI failed to deliver on their written approval to accept items to be returned to the store. We went to the store on Dec 13 and The store could not accept the items as the corporate entity blocked them from doing so even though they tried. The store is a 2 hour drive for us we drove to the store and were denied the returns because of block REI corporate did not remove despite agreeing to do so in writing. We cannot return to the store to meet the random deadline imposed by REI corporate over the holidays and now demand  a prepaid mailing label to ship return the items. 
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:12/04/2024

  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.

  I made an online purchase from REI on 11/26/2024. I purchased two shirts for my children. They tried on the shirts and they did not fit. I went to return them to the store and I was told that REI will no longer be accepting returns from me. They claim I was sent an email but this is not the case. There was no mention of this when I made my purchase. I was led to believe that the standard return policy was in place. I receive many emails from the company but cannot find any record of this email. I have tried to contact their customer service but was told I can only email a specific address to find out information about this issue. That email address has not been responsive I do not plan on making any future purchases from REI but would ask that they respect their return policy given that I was not informed of any changes prior this purchase. I understand that they reserve the right to change their return policy, but they have to inform me first. That did not occur in this case.

  Business Response

  Date: 12/05/2024

  To Whom It May Concern: 
  
  While REI did issue a communication about this change to ******** via email on October 30, 2024, we are happy to accept the return of two shirts purchased in order A318862388.

  A note has been added to ********** REI Membership to please accept the two shirts, item **********, as a return. It is best that they return the items to a local REI store location. The store manager will be able to assist them.

  Thank you,

  ~REI Customer Service

  Customer Answer

  Date: 12/05/2024

   
  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.

  I still have no proof of the reported communication on October 30th, and they have failed to provide any substantial proof, but I have no interest in prolonging this matter or my interactions with their business.

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

• Initial Complaint

  Date:12/04/2024

  Type:Sales and Advertising 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 made a purchase in store at REI on Nov 26, 2024, and at the checkout I was notified that my REI membership account was no longer eligible to return items. They gave me an email address that I could use to communicate and ask questions regarding the return ban. I asked for further clarification via that email address because the news was a complete surprise, and they told me that they had sent an email on Oct 30 notifying me, but I have no record of this email in my inbox or spam. There are two issues that arise from this. 1. I purchased a Christmas gift online at REI for someone on Nov 25, 2024 - two pairs of pants in two different sizes, with the intention of returning the one that does not fit. I only made this purchase under the assumption that my account was eligible to make returns, and I had not received any notice that I was ineligible. I did not receive any sort of notification of my return ban at the time of this purchase.2. My membership is a paid membership. I paid a fee for a lifetime membership that includes a number of benefits, including the ability to make returns within a year of purchase. This benefit has been revoked but REI has made no mention of extending a refund or pro-rated refund.I sent an email on 11/27/24 inquiring about all of the above to the email address provided to me by REI, but as of today (12/4/24) it has been one week and I haven't received any response. That is why I am filing this complaint.

  Business Response

  Date: 12/05/2024

  Hello ****,

  REI has re-assessed your purchase and return data. The decision has been made to reverse the returns limitation on your REI Membership. You are able to purchase and return items with REI as you have in the past. 

  If you need assistance in finding the right fit for future purchases, please work with REI staff.

  Thank you,

  ~REI Customer Service

  Customer Answer

  Date: 12/05/2024

   
  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.
  
  Sincerely,
  
  **** *********

• Initial Complaint

  Date:12/03/2024

  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.

  Misleading Advertising and Unfair Action REI's return policy advertises a "100% Satisfaction Guarantee," Nowhere in this policy is there a clear warning that customers could be banned from making returns or exchanges without explicit prior notice or an opportunity to address alleged concerns.Furthermore:No Proper Notification: I never received any email, letter, or other notification regarding this ban.Unused Items in Original Packaging: The majority (over 95%) of my returns have been unused items, & in original packaging.Recent Purchases Denied Returns: Nov. 13, 2024, I made a purchase of four items, subtotaling $679.19. When I attempted to return two items from that purchase, valued at $319.46, my return was refused. This was despite the items being unused and in their original condition.Fair Practices: I often purchase items in multiple sizes to ensure a proper fit, which accounts for many of the returns. This practice is both reasonable and common for customers shopping online.Purchase History: My purchases far outweigh the number of returns made, further disproving the claim of abuse.I have also come to understand that many other members may have been similarly affected by this policy change without proper notification or fair evaluation. This demonstrates a troubling pattern of potentially unjust actions by REI.Desired Resolution I request that REI:Rescind the ban on my ability to make exchanges and returns for items purchased.Reevaluate my account history to reflect the context of my purchases and returns accurately.Commit to notifying members clearly and transparently of any policy changes that could result in such drastic actions.I ask for the BBB assistance in resolving this matter & ensuring that REI upholds the standards it advertises to its members.Sincerely,****** ******* ************

  Business Response

  Date: 12/04/2024

  Hello ******,

  REI has re-reviewed your purchase and return history and made the decision to remove the note from your REI Membership that removes your ability to return purchases.

  Going forward you are able to purchase and return as before. Please get whatever assistance you need in the future to ensure you find the right fit for purchases to limit the amount of items you might need to return.

  Thank you,

  ~REI Customer Service

   

• Initial Complaint

  Date:12/01/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to the Rei Co-op store in *******, ** on 11/13/24 to return an Arcteryx Pant (new with tags and original receipt) and was told that my account was flagged and could not make any returns or exchanges as of 11/6/24. They referred me over to their sales line if I had any questions because they could not give me any more information as to what the problem was. On 11/14/24 I reached out to the number that I was provided with and was told that they could not give me any more information as to why my account was flagged and was told to reach out to **************************************** for further clarification. I reached out to them that same day and was told: "While we cannot provide specific details about how policy abuse is determined, we can share that these cases are exceptionally rare and are based on returns history that far exceeds typical behavior. As a result, cases of return policy abuse are taken very seriously and are not typically reversed."I responded back informing them of my original purchase of the Arcteryx Pant on 10/22/24 and that I had never received an email giving me a heads up that I could no longer make any returns or exchanges after 11/6/24 and requested if they could review my account because there was never any sort of abuse to their policies stating: "All the returns I have made with Rei since I have been a member since 2020 have been justified, new or hardly used and never in any attempt to violate Rei policies. I also have an REI mastercard because of how much I enjoyed shopping at REI but will be closing the account if I cannot return items I am not satisfied with."Their response after reviewing my account was again, "As of 11/6/24, your purchases are no longer eligible for return or exchange." In 2024 according to my REI account, I made 15 in store purchases with multiple items and returned a total of 4 items. I firmly believe I have acted honestly and in compliance with REI policies and disagree with their decision to ban my account.

  Business Response

  Date: 12/04/2024

  Hello *****,

  After re-evaluating your purchase and return history, REI is going to remove the note from your Membership that prevents you from returning any REI purchases.

  Going forward you should be able to purchase and return with REI as you have in the past. That said, please be aware that this exception to the REI return policy will still be in place and future evaluations may result in removing your ability to return purchases with REI if your use of the REI Return Policy is considered to be excessive.

  Thank you,

  ~REI Customer Service

  Customer Answer

  Date: 12/04/2024

   
  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.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:11/27/2024

  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.

  Transaction date: 09/15/24. Visited REI store in MT. My *********** spent ~1 hr trying on shoes for fall weather, hoping to get the right ones for our travels, before going to remote places. I purchased 2 pairs, total of $320. Being a member, REI offers 100% satisfaction guaranteed, a return policy that allows its customers up to 1 year to return items: a nice safety net for travelers, like myself, who often are away from REI stores for months at a time. Within 1-2 wears of these shoes, my *********** both felt discomfort but unfortunately were too far from REI to return to the same store. It took us 2 months to get to another REI, on 11/19/24. In **, two REI employees at the front desk glued to their phones, laughing. I asked them for help with my return. They looked up my acct, told me they could not assist, & provided me with an email to contact.I immediately emailed a short message about my return attempt, clueless to what was happening. Then, I did research & learned they issued a return ban for select **************** sent out emails to those people. I thoroughly checked my email inbox, spam folder, and junk mail. Nothing about a policy change, every REI email was marketing related. Next AM, I sent another email after looking at my acct history. There have been several online orders from the last 2 years that I did not receive due to delivery failures from REI and/or the shipping services. In those instances, I promptly called REI, they "returned" those orders without me receiving, and issued me new ones. This activity looks confusing under my account. All I can do is speculate on why I was targeted in a return ban, since REI has offered no legitimate information to me directly. All of my returns were justified under their satisfaction guarantee. Some of them were due to false advertising and item defects. Mostly online orders. Many new or barely used. REI's replies have been short, unhelpful, & dismissive. W/o notice, I'm -$320 for this purchase.

  Business Response

  Date: 12/05/2024

  To Whom it May Concern:
  
  We are writing in response to a complaint that was submitted on November 27th,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 Katies 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 82% of the value they have purchased in the past 5 years and 70% of these returns by value were unable to be resold as new.
  
  The decision to restrict ******* ability to return REI purchases is considered final.

  Customer Answer

  Date: 12/16/2024

  I reject this response as FALSE. 
  
  REI is providing false information in an attempt to justify their unethical mistake. I'm outlining the following lies:
  
  1) "REI posted a notice of this change on October 18, 2024, and sent email communications directly to members impacted on October 30, 2024, 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."
  
  NOT true. I searched my entire email server and provided screenshots of proof that I never received any email from REI informing me about my account. They have not provided any evidence. I found out about my account, embarassingly, in a REI store! Therefore, I missed their narrow return window and they refuse to accept newly purchased shoes only worn twice. 
  
  2) I reviewed my return history from online sales + in-store purchases. My return ratio was approximately 50%,  NOT 83%. These are all valid returns such as:  
  brand new items purchased online that were not available in-store for me to look at or try on (ie. Backpacks, footwear, clothing, and other gear) and there was plenty of gear that did not live up to the brand's promises.
  
  -There were many items returned brand new and therefore should've been re-sold as such. 
  
  -There were a couple online orders that had delivery issues that I never received, and when I contacted REI customer service, THEY marked RETURNED on MY ACCOUNT. Those issues added to the return ratio and weren't even my fault. 
  
  -There were multiple misadvertised products that I have bought for specific uses.  (ie. pump sack for sleeping pad advertised as a multifuctional shower bag/pillow, yet it did not hold air- I purchased 2 online in one order and returned both in NEW condition, after only opening one, putting air in it, and watched it deflate air on its own within a 1-hr time, AKA it could not work as advertised. I put it neatly back in its package- note: this could've been done in a store and still sold as new)
  
  -There were multiple products that were not made well for the durable expectancy of the product. (ie, Nemo tent was purchased and used only a couple times before noticing there was an issue with the stitching of the corner of the tent; it did not align property and would've had fabric eventually pull out with continued use of the tent. This was a manufacturing defect. Sleeping pads also had been purchased and on remote trips they started leaking from the valves. I returned 2-3 of them that had this specific problem, over the course of maybe 4 years, and several times I was told by an REI EMPLOYEE that those specific pads had KNOWN ISSUES. Therefore, they are obviously valid reasons for returning within a policy that implies guaranteed satisfaction. 
  
  -I treat my gear carefully, meanwhile I watch others throw their gear on the ground. Any gear I've returned has been in good condition. The sleeping pads noted above with leaking valves and a small Hydrapak bottle that leaked from its side were the only items I have returned that couldn't be re-sold for a price equivalent to like-new. In those cases, how am I being positioned at fault? I am the purchaser of items that supports REI as a business, and when their business model fails to provide satisfactory products (for their "100% satisfaction guaranteed") they place the consumer at fault! 
  
  REI has provided no evidence for their claims and I have witnessed proof of their lies. They also legally cannot revoke a return policy that was actively stated during my purchases and do so after the fact. There is no information in my membership account that states I cannot return items, in fact, it still gives me options to mail back items to return. 
  

  Business Response

  Date: 12/28/2024

  To Whom It May Concern:

  While it is understandable that ********* is frustrated by the limitation in their ability to make returns with REI, their claims that the prior response was not correct are unfounded. The information previously provided are correct and the decision regarding *********** REI Membership are final.

  Thank you,

  ~REI Customer Service

  Customer Answer

  Date: 12/31/2024

   
  Complaint: 22612596
  
  I am rejecting this response because:

   

  
  Complaint: 22612596
  
  I am rejecting this response because:
  
  REI provides no real information. Was that an automated response? I have never been given any evidence from REI originally sending me a warning email or any form of communication to let me know what the status of my membership was, prior to my attempt to return the shoes I purchased in November.  Furthermore, it is illegal to change the return policy, especially without notice, from the time my purchases were made. . REI's new return policy breaks consumer laws and the sly way of them doing it without proper communication is seen as unethical. REI has not provided any real information or evidence for the "abuse" they claim, nor have they proven their communications with me in a timely manner so I could've returned those shoes BEFORE I was supposedly banned from doing so. No substantial evidence has been given to me about why I was banned, even after I described how REI took it upon themselves to *return multiple orders that I never received* in the last couple years. I'm getting short, generic responses that show an incredible lack of customer service. It's a customer disservice and it is not warranted. I simply want to return these shoes and the decision-maker in this REI case is incredibly unpersonable, greedy, unhelpful, and downright denies laws and ethics. But, alas, REI is breaking consumer protection laws by breaking their sales contract and changing the return policy that targets specific customers which is also discrimination.
  
  OBEY CONSUMER LAWS, REI
  
  
  
  Sincerely,
  
  ***** ****
  
  

• Initial Complaint

  Date:11/25/2024

  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 have been a member of ************************** ("REI") since 2011. REI has always advertised its very lenient return policy, where (almost) any item purchased from their store can be returned if it doesn't meet the customer's satisfaction within one year. Staff at the REI stores use this return policy as a sales tactic, often encouraging customers (my experience directly) to purchase items and try them out and if you don't like the items return them within one year. REI also encourages customers to buy many items online and try them out at home and return them if they don't fit, like them, etc..Every item I have purchased at REI has been purchased with the clear understanding that I could return it (whether new with tags or used) within the one year period if I'm not satisfied. I have been shopping at REI for nearly 15 years and have spent 10's of thousands of dollars during that time. In 15 years I've never received any guidance from REI that I am "abusing" the return policy, nor have they provided guidance on what acceptable use of the policy is (in terms of frequency or number of returns).Recently they changed their return policy (per the attached email) and determined that I have previously abused the policy. They have informed me that I can no longer make returns there, even for brand new items with tags within the one year return window. The only notice I got of this was an email, giving me a one week period to make any outstanding returns, which was buried within the hundreds of spam ad emails they send me. I did not see this until after the return deadline, and have ~ $2k of items that I had ordered online with the intent of trying on and returning most (consistent with their return policy). Most items are new with tags. I was not provided notice at the time of purchase that these were final sale purchases.Refusing to accept returns for these items constitutes deceptive trade practice and I request assistance with having REI accept my returns.

  Business Response

  Date: 12/10/2024

  To Whom it May Concern:
  
  We are writing in response to a complaint that was submitted on November 26th,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 62% of the value they have purchased in the past 5 years and 53% of these returns by value were unable to be resold as new.

  However, REI is willing to accept returns from the three orders ****** has placed since October, 30, 2024 if they are in unused condition. ******** REI Membership has been noted to accept items from orders A316965587, A316911476 and A316882672.

  Thank you,

  -REI Customer Service

• Initial Complaint

  Date:11/25/2024

  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 have been a REI member since 2016, member number: #********. The following is the email I received from REI on 10/30/2024 completely out of the blue with no further justification or reasoning:"Hello REI Member, REI recently updated part of its return policy. To ensure every return is handled with fairness, REI will no longer accept returns if there has been a past abuse of our policy (see *************************************************). When we reviewed your account, we found that the number and frequency of returns you have made far exceeds what we typically see from members. While we stand behind the gear we sell and recognize that we dont always get it right, we noticed that this was an established pattern rather than an isolated event.Beginning on November 6th, you will no longer be eligible to make returns or exchanges with REI. You may still make purchases, but any purchases made on or after November 6th will not be eligible for return or exchange. If you attempt to make a return or exchange, your item(s) will be refused and/or mailed back to you. Please understand that this status is not determined by our stores or customer support teams, and they cannot change it. If you have questions or concerns, please direct them to ***************************************** -REI Policy Standards"There is no explanation as to what qualifies as breaking their policy. I have spent thousands of dollars at REI and feel their reasoning is unjust when I have always followed their 100% satisfaction guaranteed polucy. It is even more frustrating when their in-store emoployees remind you that you should buy both sizes and return the size that does not work for you because of the 100% satisfaction guaranteed policy. Furthermore, in-store carries very few sizes and requires many online purchases which inherently results in returning un-used items.

  Business Response

  Date: 12/05/2024

  To Whom it May Concern:
  
  We are writing in response to a complaint that was submitted on November 25th,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 66% of the value they have purchased in the past 5 years and 39% of these returns by value were unable to be resold as new.

  The decision to restrict ***** ability to make returns with REI is final.

  Customer Answer

  Date: 12/05/2024

   
  Complaint: 22602229
  
  I am rejecting this response because:

  You state that REI is required to update its return policy becuase of a high rate of return. That is fine with me and I would accept your decision if I was breaking rules against your new return policy. I was abiding by and listening to your employees recommending to buy and if you are not happy with the purchase then return the item. Do you know how expensive mountaineering boots are? REI often does not carry all sizes in every model or some models at all and require to purchase online which naturally yields in a higher rate of return ie the 66%. Buying and returning 66% of my purchase was not against your original policy and is not against your new policy. Returning items that can't be resold as new was also not against your old policy and please let me reiterate that REI's employees recommended making purchases with this in mind. Your response to BBB is a lie, buying and returning an item within 1 calendar year was not against your original policy. You may have changed the policy after 11/6/2024 but I did not break the REI policy that was recommended to be used by their employees.

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

• Initial Complaint

  Date:11/23/2024

  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.

  Order number: A316217857 Amount of Money Paid: $150.56 Dates of Transaction: 11/09/2024, REI has a 365 day 100% Satisfaction Guarantee.Dispute: Item was returned by prepaid label provided by REI on 11/13/2024, one day after it was delivered. Items was brand new, tags attached and in original packaging. REI refused to process return in accordance with stated policies. The business has not attempted to resolve the problem.I never was contacted by the REI **************************** I discovered in person at an REI store on 11/15/2024 that any future returns would no longer be accepted. In other cases REI reached out to the individual but I was never once contacted.

  Business Response

  Date: 12/04/2024

  Hello *****,

  We apologize for the confusion around having your return sent back to you. 

  In this one case, we were supposed to honor the return in spite of the update to your Membership that returns are no longer available to you as a customer. You will receive a direct contact today and a refund in full for order A316217857. Please note that any future REI purchases will not be eligible for return or exchange.

  Thank you,

  ~REI Customer Service