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:11/23/2024

  Type:Customer Service 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 banned me from making returns without warning. I did not receive any communication that their return policy was changing. I emailed **************************************** asking for a clear explanation as to why I am banned from making any returns and I have not received an answer.

  Business Response

  Date: 12/04/2024

  To Whom it May Concern:
  We are writing in response to a complaint that was submitted on December 3rd 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 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 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 in that the total value of their returns has equated to 50% of the value they have purchased in the past 5 years and 69% of these returns by value were unable to be resold as new.  In the interest of good will, REI is willing to provide ********* with their ************** the form of a check when co-op rewards are issued in early 2025.

  Customer Answer

  Date: 12/10/2024

   
  Complaint: 22595221
  
  I am rejecting this response because:

  Everything I have ever returned was accepted by your return policy in place which therefore cannot be called abuse when it fell within your own established rules.  

  I want proof of an itemized list of the 69% of items I returned in the last 5 years that were marked as unable to be sold as new. Include purchase date, purchase number, and item details. Only one item was ever communicated to me directly from a store associate that it could not be sold as new and that was Altra FWD Experience Road Running Shoes - Women's White 9 (REI item #**********). Also, it is illogical that someone can return "well over the value of their purchases." How can you return more than what you buy?

  I also did NOT receive the email communication of the change in return policy. Please send proof this email was sent to ******************* on October 30, 2024. This notice could also have been sent via mail or sent directly to my REI login account to ensure receipt and neither was completed by REI.

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

  Business Response

  Date: 12/18/2024

  To Whom It May Concern:

  REI is not going to provide the additional information requested by the customer. 

  -********************** Customer Service

  Customer Answer

  Date: 12/19/2024

   
  Complaint: 22595221
  
  I am rejecting this response because: REI is refusing to provide detailed evidence regarding their business decision. I will be reaching out to the ************************** at the ************************************************ 
  
  Sincerely,
  
  ********* ********

• Initial Complaint

  Date:11/22/2024

  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 placed an online order for a pair of shoes (because the shoe isnt available in my store) on 11/14/2024, and received the item on 11/20/2024. That same day, I received the shoes, tried the left side on and knew that these arent (because of sizing, and narrowness). I placed another order for another shoe, based on reviews and sizing, again those shoes are not available in my local REI. As soon as I left work, I went to my local REI. I was told there that to come back in a day because the order still didnt appear on their systems. I went back the next day on 11/21/2024, and the manager there informed me that I am unable to do any type of returns due to their policy standards, that I should have received an email. I never received any type of email. The manager informed me that as a courtesy, he was going to allow the return, and really never gave me any information regarding why my account has been flagged. I reached out to their customer service phone number and they also informed me that they couldnt give me any details regarding this flag. I reached out to their team on ***************************************** and have not received any email in response. I have never made an unreasonable return; all my returns have always been because of a sizing issue. I have never returned anything that was excessive, I have witnessed people straight up using and abusing the gear, literally people returning dirty laundry because of the existing return policy in place. All my returns have been reasonable, I buy things, assess the fit, and return in brand new with tags back to the store and in the conditions I have received. As someone who purchased Christmas gifts from REI, what if gift doesnt fit as intended? what are people supposed to do when they receive a defective product, a wrong product? a used product, damaged product. Are we not able to get a return, quality assurance is not 100%. I would really appreciate if you can review this "flag"

  Business Response

  Date: 12/04/2024

  Hello *******,

  After re-assessing your purchase and return history, REI has decided to remove the limitation from your REI Membership. You are again able to return purchases made with REI as you were prior to this update. 

  To avoid a change in the future, please seek out help in ensuring your purchases are the right fit as much as possible. That way your total returns with REI are more limited and in un-used condition.

  Thank you,

  ~REI Customer Service

  Customer Answer

  Date: 12/06/2024

   
  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:11/22/2024

  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.

  REI offers and heavily advertises to its member a 100% Satisfaction Guarantee, allowing them to return unsatisfied purchases within a year. On Oct 30, 2024, I received an email from REI stating that I would be banned from making returns effective the following week. These bans were not decided on a case-by-case basis. Instead, they were decided by an algorithm, which did not take a lot of things into *********** items that still had tags on were counted towards my abusive returns. Many of my returns were items that I would've gone to a store to see or try on first. However, they were not in stock in-store. As a result, associates said that the only way to see or try on items was to order them. They said that if it didnt work out then I could return it. When I returned used items, it was generally because there were fit issues or I rarely used them. I dont think its fair that the modification of the return policy last month is being retroactively applied to returns I made years ago. Also, I wasnt warned that I was returning too many items. As someone with Autism, I need things to be clear to me. The return policy didnt even mention abuse until very recently. I thought that since returns were being accepted by REI, then there wasnt an issue. This ban is discriminatory on the basis of my disability.Regardless, I only returned two out of 12 items that I bought in 2024. Both items were new with tags; I tried to cancel one before it shipped.I sent a very thought-out email to REI explaining why I thought that my ban should be reversed. My only response was a canned email. I followed-up, asking for a personalized response to my case. I didn't even get a response. I thought that this was rude and poor customer service.Additionally, I earned a lot in Total Rewards for my 2024 purchases, which can only be redeemed through additional purchases. However, I wont be doing business with REI because of this unfair ban. Ill be deprived of my well-earned rewards.

  Business Response

  Date: 11/22/2024

  To Whom it May Concern:
  We are writing in response to a complaint that was submitted on November 22nd, 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.  In the interest of good will, REI is willing to provide **** their ************** the form of a check when co-op rewards are issued in early 2025. We hope this can amicably conclude this matter.  

  Customer Answer

  Date: 11/25/2024

   
  Complaint: 22591031
  
  I am rejecting this response. REI's response contradicted itself. It stated that it was banning members from making returns whose return value were well over 50%. Yet, later in the same message, it stated that my return rate was under 50%.
  
  I also think that REI left out some important details in its response. While 63% of my returns weren't resold as new, I have no doubt that a significant percentage of my used returns were resold as used. If I was ever in doubt about a return, I asked an employee if it was ok. I have been told by more than one employee that as long as the item was in resellable condition, then it was acceptable. Yet, now REI is retroactively reversing itself and penalizing me for returning some used items.
  
  I also dont appreciate that REI banned me from returning items, yet continues to send me mail about sales and credit card applications. I no longer want to receive this mail.
  
  Also, REI's response did not address my point that their ban on my returning items without warning was discriminatory on the basis of my Autism. As I wrote in my original complaint, I needed things to be clear to me because of my Autism. It's possible that there may have been times when employees used subtle cues such as facial expressions to indicate that I was returning too many items. I wouldnt have recognized such cues. Instead, I only wouldve recognized what they told me at face value, which was that my returns were accepted.Also, because of my Autism, I had a very literal interpretation of the vague interpretation policy that I could return almost anything within a year as long as it was in acceptable condition. If REIs return policy were clearer at the time and/or, I was explicitly told that I was returning too many items, I would have taken that as an immediate signal to make fewer returns.
  
  I have talked to some attorneys who agree that my ban is discriminatory on the basis of my disability. They said that it may be grounds for filing a lawsuit. However, I really hope that this matter can get resolved with a reversal of my return ban. If given the second chance, I will be more careful about my purchases and returns.
   
  Sincerely,
  
  **** ******

  Business Response

  Date: 12/05/2024

  To Whom It May Concern: 

  **** has been unsubscribed from all future REI printed mail and email offers. It is best that they be aware that this change can take up to 8 weeks to fully take effect. Also, a preference update for REI Email has been sent to their email address on file if they want to unsubscribe from that email service.

  REI has shared all relevant data around ****** returns history and the decision to exclude this Member from being able to return purchases going forward is final. REI has nothing additional to add.

  Thank you,

  ~REI Customer Service

  Customer Answer

  Date: 12/10/2024

   I am unsatisfied with this response. In REIs first response, they offered to pay out my *************************************** their follow-up response, they did not make any mention of this offer. Since they are permanently banning me from returning items, I would at least to get my *************** the form of a check.

• Initial Complaint

  Date:11/21/2024

  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 the REI ***Op since 2022. I paid $30 for my membership with the advertisement or selling feature being that I could return any item for any reason within one year of purchase. I have purchased hundreds of dollars worth of items online and then returned them to the store within 1 month, I have an injured foot and finding shoes that work for me is challenging. I purchased seven pairs of shoes online Oct 26th, 2024 and then went into a local store to make a return on Nov 19th. I could not have possibly worn out seven pairs of shoes in less than one month. I was informed that I have been banned from making returns, I was taken aback, I was sold this membership with the understanding that I could return any item within one year for any reason. I was told that REI sent emails and even letters to the people who were being banned from returning items, I never revived an email or letter. I was given an email address to send my concerns to, they basically said too bad, so sad. They did also send me a copy of the email that was supposedly sent. The letter very clearly states that I cannot return items purchased AFTER Nov 6, 2024 so they should be required to allow me to return my items I purchased PRIOR to this date. I also want a refund for my membership as I am no longer being allowed to use it. I have emailed every email address I could find for REI, I have spoken with someone at their ***** number and Ive spoken with our local store manager and no one has a solution.

  Business Response

  Date: 11/22/2024

  To Whom it May Concern:
  We are writing in response to a complaint that was submitted on November 22nd, 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 *****'s frequency of returns far exceeded what is typical of our members.  REI stands behind our products and seeks to ensure that our members and customers are satisfied,offering exchanges or refunds in most circumstances within one (1) year of the purchase for members and within 90 days of purchase for non-members. However, given such a generous and flexible policy, we must also ensure that every return or exchange is handled with fairness and protects the integrity of our membership and customers. 
  
  ********************** Co-op has over 28 million members that are able to make returns within one of year of purchase and often no questions asked.  However, of that 28 million, there is a very small percentage (less than 1%) that abuse the policy and return a significant amount of their purchases, often well over 50% of the value of their purchases, and often with items that cannot then be resold as new by REI. As a result, REI was required to update its Return Policy to prevent such abuse.  REI posted a notice of this change on October *******, and sent email communications directly to members impacted on October *******, letting them know that they would have until November 6, 2024 to make returns before future returns were prohibited.  ************** ***** was a recipient of such a notice in that the total value of their returns has equated to 58% of the value they have purchased in the past 5 years and 55% of these returns by value were unable to be resold as new.  In the interest of good will, REI is willing to provide ***** their ************** the form of a check when co-op rewards are issued in early 2025. We hope this can amicably conclude this matter.  
  

  Customer Answer

  Date: 11/22/2024

   
  Complaint: 22590427
  
  I am rejecting this response because:
  
  While I completely understand that you are revoking my right to make returns from orders placed Nov 6, ***************************************************************************************************************************************************** effect as of Oct 26th, 2024 when I placed my last order.

  As previously mentioned, I just ordered these shoes, they are not worn out and would be resale-able. Many pairs have never even been worn. 
  

  Legally a company cannot retroactively change a return policy, they can only change the return policy for future purchases.
  

  I would like my account noted that I am able to return the order placed on Oct 26th and then I will never step foot in your stores again. 

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

  Business Response

  Date: 12/04/2024

  Hello April,

  A note has been added to your REI Membership that we would accept any of the shoes you ordered on 10/26/24 with REI order A316424159 as long as those shoes are in new and unused condition. I have also communicated this update with the store manager at the ********** location. Any return would need to be completed before the end of the year.

  Thank you,

  ~REI Customer Service

• Initial Complaint

  Date:11/20/2024

  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.

  Copy of complaint to AG:The service at issue is the return policy of REI Co-op. Their website states, in part, "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" I am a member(#xxx, confidential?). However on two occasions they have refused to honor the return policy on products within the one year period. On Mar. 7, 2024, I brought in a sleeping bag with a dysfunctional zipper. I revealed I was homeless & manager, *****, said "None of our equipment holds up to everyday use." In other words, I used the sleeping bag too much during the six months since purchase. It is therefore disqualified from the one year return coverage. On the second occasion (Aug. *******), the clerk at the customer service desk took one look at a camp chair--that was collapsed and hidden inside its case--and said, "Your product looks too used to qualify. We only accept lightly used products for for returns." The manager supported that position. Nowhere in their return policy is there any mention of the amount of use, per se, during the one year return period. Their judgments are subjective and arbitrary and could theoretically be extend to any return item at their sole discretion.Briefly state what you would consider a reasonable resolution from the company Honor whatever period they want to specify; terminate arbitrary judgments (eg, looks light/heavy use).Have you contacted the company about this issue?Yes Date of last contact Aug. 19, 2024 Communication means In-person Person communicated with Two managers (neither Phill) during the period 11:45 to4:00. I am well remembered by everyone in the store.Results of communication When I argued against their policy, they called police and took possession of my chair so I could not leave with it.The AG has not received any response from REI after 6 wks of emailing complaint.

  Business Response

  Date: 12/04/2024

  Hi there,

  We understand that Mr. ***** is dissatisfied with his experience. However, the exceptions to our policy are clearly stated and the store adhered to our Return Policy in both instances. Our Return Policy can be found at *************************************************************. The exceptions referenced are for damaged gear and unwashed or excessively dirty gear. The REI Satisfaction Guarantee policy doesn't cover ordinary wear and tear, or damage caused by improper use or accidents. It also doesnt cover unwashed or excessively dirty gear. Items that have been used since purchase must be cleaned prior to returning. Merchandise that is not cleaned or laundered may be declined and sent back.

  These returns were declined not due to arbitrary judgments,but because the items were both damaged and excessively dirty. REI stands behind its Return Policy, the stated timeframe, and its exceptions.

  Please let us know if we can be of further assistance,

  REI Store Support

• Initial Complaint

  Date:11/19/2024

  Type:Sales and Advertising 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.

  Recreation Equipment **** recently implemented a return ban on my account. I never received a notification about this via email and was unaware of this ban until I tried to return my items at a physical store. They did not allow me to return my items even though I purchased them before this ban was implemented. However, the email states that "You may still make purchases, but any purchases made on or after November 6th will not be eligible for return or exchange." so I should be able to return these purchases. Additionally, I do not believe that I should have been banned in the first place, according to the standards stated in the email screenshots. I have returned three items this year, all of which were completely new with tags.

  Business Response

  Date: 11/22/2024

  To Whom it May Concern:
  We are writing in response to a complaint that was submitted on November 19th, 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 Erikas 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 of the value of their 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 47% of the value they have purchased in the past 5 years and 32% of these returns by value were unable to be resold as new.  In the interest of good will, REI is willing to provide ***** their ************** the form of a check when co-op rewards are issued in early 2025. We hope this can amicably conclude this matter.  

  Customer Answer

  Date: 11/22/2024

   
  Complaint: 22575244
  
  I am rejecting this response because I was out of the country for a few weeks (during Oct 30-Nov 6) and did not have the opportunity to return two items. One is a pair of running shoes that didn't work properly for me and the other is a pair of trail runners that had a hole appear after 4 uses. These are both conditions under which REI stated that they would accept returns.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:11/18/2024

  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 have been a member of the REI co-op since 2020. I love REI and have purchased lots of products there in the past few years since I became a member. I went to my local REI a few weeks ago to make a purchase and was told my account had been flagged for "excessive use of the return policy" and that the item I would be purchasing was final sale. I went again the other day and the same thing happened. Up until going to the store I received no communication from REI as to why my account got flagged or how long this will last.Looking at my account and purchases, I can only think of two times where I used something and returned it: one was hiking boots that I think I tried once and returned, the other was a winter jacket that I purchased last winter, used for several months, and returned because the zipper was coming undone at the bottom after normal use. The employee who processed my return even agreed with me that the failing zipper was unacceptable. I have certainly returned other purchases but as far as I can tell they have all been new unused items with tags still on them. I emailed REI about this issue and they responded that they cannot provide specific details as to why I was flagged for abusing the policy. They also said, "You may still make purchases but will not be eligible for return or exchange"

  Business Response

  Date: 11/22/2024

  To Whom it May Concern:
  We are writing in response to a complaint that was submitted on November 19th, 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 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 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 in that the total value of their returns has equated to 49% of the value they have purchased in the past 5 years and 31% of these returns by value were unable to be resold as new.  In the interest of good will, REI is willing to provide ***** with their ************** the form of a check when co-op rewards are issued in early 2025.

  Customer Answer

  Date: 11/22/2024

   
  Better Business Bureau:
  
  While I am not happy with the response, and I have no record of a communication to me from REI at the end of October about this policy change, there seems to be no point in fighting at this point since REI apparently isn't going to change their mind, so I reluctantly accept.  
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:11/18/2024

  Type:Customer Service 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.

  Noc *******. location :********************************************* REI Account number ******** I have been ********************** member since October 2024 I always make purchases here. The store manager puts my account on Red Flag Alert for no nonsense. When I ask them Why ,they answered :I have made too many returns, base on my records. I made about 3000 dollars purchase in REI around the year I have contacted the REI headquarters the customer service do not want to investigate the case. And I personally when into the store, try to contact the store manager but he will not answer any questions and just call the police asking us to get out for not reasons! And also they are telling the wrong information to the police try to manipulate police officers. I am here complaining REI store is racist and rude! And it against its own policy. But in fact I buy 10 only return one, and sometimes a lot of them are other people through the clothes, some clothes and fox smell then sold to us as new, this is cheating our consumers I need to protect my rights I definitely need to return. Then the manager regardless of any reason, is to let me out, do not come back, I really depressed, I make money and buy favorite clothes only, not suitable for the problem I certainly have the right to return, and I did not break their return policy, buy things not worn, all new back to them, but also in the return time frame! I still can't understand, American merchants treat consumers are like this, he said no is no, and no reasoning not evidence, no reason to throw him out, and also said that I don't want to come in the future, it's horrible, I'm the first time I encountered this kind of store, of course, not all REi stores are like this, other stores are very good, very friendly, only this store so bully treaty treatment of customers! ! I'm going to file a complaint against them to protect our consumer rights! I don't understand what's wrong with me that the merchant is bullying customers like this!

  Business Response

  Date: 12/02/2024

  These two members that we have chosen to flag their returns as they were suspected of being a reseller and continued to make returns even after being advised what action we will take. This was done prior to the new return policy being enforced. ****** *** | 26472270  (Husband) and Xi *****? | ******** (Wife) were notified by ** ***** ***** of their high nature of returns on 9/12. They continued to return merchandise. I first advised ********* ****** of this and ********* notified me that she found other memberships that the wife was associated with to mask her purchase and return history, so we decided to discontinue to allow returns. The address they are using has hundreds of orders associated to that one address. There were several but only one could be proven due to the wife using common names. Be advised, I was also informed by multiple frontline employees that due to their large purchases that they make online,that they are being sent coupons by REI because they cannot fulfill their orders.
  
  
  Proven Associated Memberships:
  
  ***** *** | 28785414
  
  
  She was trespassed due to her behavior in store after we repeatedly asked her not to yell and her husband continuously recording after we advised him multiple times that its not allowed.
  
  Police Report #: 49165
  
  

  Customer Answer

  Date: 12/03/2024

  First of all Whose name and account is this?
  Proven Associated Memberships:
  
  ***** *** | 28785414
  ****** *** | 26472270
  Xi *****? | 28469908   
  store staff is so discriminatory. I don't even know these people. The name above and number. 
  
  I have a No associate with the name and account above!
  
  That's not my name and that's not my account.! 
  
  This is my name Xicheng account #********
  
  And need REI to provide me with a record of my purchases and returns.   
  Also compare the return rate again based on the amount spent. 
  REI put me together with that men marry us together! This is Crazy and without Proof! the problem is I have a No relate to this guy! Or the three Name above! 
  
  
  For example, if you walk in the door together with a girl, thats mean she has to be your wife or your girlfriend?  Or husband? 
  
  Everyone in ******* is an individual! Everyone has its own account it cannot be related to someone or a stranger guy or to you. Everyone has his own right.
  
  My NAME is XI CHENG  #******** Does REI provide you the Purchase history and the document and  also the Return history. They make out the story and  
  They speak without evidence. 
  
  *********************************************
  Manager does not want to investigate what happened. Just simply call the police Escalate me out. 
  And also by the way in this area is large population of Asian I believe they cannot recognize Asian people Face. They must made the mistake of putting me together with some one! 

  Business Response

  Date: 12/17/2024

  Hi there,
  This complaint was opened under the name ****** ***, address,*************************************************. With the email of ******************** and the phone number **************.
  We have 3 membership accounts linked to this address.  ****** ***: acct. #******** has this name, address and email listed. Xi *****: ****. #******** has this address and phone number listed. Xi *****: acct. #******** also has this address listed.
  As was explained in our previous response, Xi ***** and ****** *** purchase and frequently return merchandise together, often in our Paramus location. That is why they were both advised on 9/12/24 that the continued pattern of returns and continued patterns of buying multiple items of the same SKU must cease or we will choose to remove the ability to continue returns on their respective membership(s).
  They both chose to continue to return, which is when we informed them their pattern of returns has become abusive on Nov 15,2024. This is also the date when Xi ***** was trespassed from our Paramus location due to Disorderly Conduct. Police Report #: *****. This can also be observed on their personal ******* account.
  
  Please let us know if you require any further information.
  REI Store Operations Support Team

  Customer Answer

  Date: 01/13/2025

  Hello, I'm *******. Through the whole thing, first of all, I spent 10,000-20,000 yuan at REI, but I was treated so rudely by the two managers of this store, REI Pamas. I feel very wronged. Secondly, on November 15, I went to pick up the Patagonia cotton jacket that I bought online a few days ago. I went to consume, but I bought a pair of pants that were too big. I bought them in the store on November 1. They are their own brand Rei hiking pants, size 12. My mother wore them too big. The pants are brand new and have never been worn. They are also within the return and exchange period! I just want to exchange them, but their system requires a refund before buying again! Then the young white manager saw me and immediately notified everyone on the pager to boycott me, as if I had committed a crime. His eyes were also weird. He didn't let me exchange the goods. At this time, I had already discovered the clues. Because originally a young lady was in charge of receiving me, but then a white female manager changed to a mysterious one. The white female manager always had a bad attitude. They did all kinds of operations secretly, and then said that the machine couldn't pass and couldn't exchange the goods! I was a little anxious. I just wanted to exchange the same model for a different size, but their system required a return before the exchange, and I had no choice!
  
  What I didn't expect was that they called the manager, a black manager, who should be the leader and ruler of the company, but he didn't know anything and asked me to get out! I spent so much money and didn't get the treatment I deserved. I was really angry at the time. As the manager of a high-end outdoor store, he not only didn't understand the cause and effect of the matter, but also expelled me directly. I couldn't calm down at once, and then they forcibly called the police! In fact, it was just a small matter. As a big manager, your work experience should be very good, and you are also an adult. You look like you should be 40 or 50 years old. The way you handle it is too rude and too impolite. This is what makes me most angry! You can choose not to return or exchange the goods for me. For me, it doesn't matter anymore! I just think that the two managers of this store, a black manager and a white lobby manager, have extremely bad attitudes. Such people should not be in such a high-end outdoor clothing store. The manager of this store is not as good as the several older grandparents. Their attitudes are so good! Look at the Dick's next to you, they have been open for more than a hundred years, their employees are all very efficient and polite high school students who are still in school. They are more capable, sensible and reasonable than you adults!
  
  Finally, what I want to say to this manager is that you are the manager of a store, and you have the final say on all the rules of this store, but first I hope you learn to respect everyone, you learn to understand what happened, and then make a conclusion. You are so rude to ask others to leave, and you also asked me to never come to your store again. What did I do to you? What a big crime did I commit, and you expelled me like this!  I didn't understand what happened before and after, if I asked you to leave, how would you feel? As a normal person, as a normal manager, and a big manager, you can actually say a few words to me, what's going on, etc. Let me tell you, if you really can't return or exchange, I can understand it, because returning the goods will lead to insufficient sales in your store, and I can understand it! Because your house is the closest to us, I usually choose to buy from you, or return or exchange! I have also worked in sales, and I know the importance of sales to the store, but isn't your behavior discrimination or what? I believe that in this society, how would you feel when others discriminate against you? Nothing is absolute, I believe you must have encountered it! Finally, apart from the two managers in this store, I still like REi very much, and I like your products very much. I wear them myself and my children wear them! I like them very much. I was treated like this in Paramus. Although I was quite disappointed, it still couldn't stop me from buying REi products. I still buy things in other stores, such as *********, ***********, and **********. I like their products and go shopping there. It's quite interesting. Thank you to all the employees in REi stores, except these two managers. Happy New Year!

• Initial Complaint

  Date:11/18/2024

  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 an REI member since 2008. On Saturday 16 November I visited my local REI in ****** where I attempted to purchase an item but the cashier required manager approval. A manager informed me that all my future sales will be final sales because I am no longer able to make any returns or exchanges with REI. She explained that at the beginning of November REI had denied ***************** privileges to some REI members and that I should have received an email on 6 Nov 2024 explaining this decision. I never received an email nor any notification of this ******************* decision. I have purchased hundreds of dollars in gear since the silent implementation of this policy on my membership & therefore I am stuck with this gear. I am being punished retroactively for something I was never notified of. After researching this policy it appears that since I am included in this new policy then REI claims I have been "abusive" yet there is no definition of abuse. I was never notified of this new ************** has been no explanation how REI made this decision (no calculation of the volume or value or returns nor explanation of what items counted toward this decision for example all returns versus manufacturing defect versus new or used condition). The store manager I interacted with directed me to email ****************************************** which I did and have not yet received a response. I called REI customer service and they explained that all discussion around this policy needs to be directed to the policy standards team and they only have an email, no phone number. This policy goes against what REI employees have told me either in the store or over the phone when trying on an item (i.e. ski boots) or when digitally price matching an item. I've been told that if something doesn't fit correctly I can return or exchange for up to a year. Regarding price matching, REI employees have encouraged me to buy again online and use the return policy to return the higher priced item.

  Business Response

  Date: 11/22/2024

  To Whom it May Concern:
  We are writing in response to a complaint that was submitted on November 18th, 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 Thomass 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 64% of the value they have purchased in the past 5 years and 31% of these returns by value were unable to be resold as new.  In the interest of good will, REI is willing to provide ****** their ************** the form of a check when co-op rewards are issued in early 2025. We hope this can amicably conclude this matter.  

  Customer Answer

  Date: 11/26/2024

   
  Complaint: 22571118
  
  I am rejecting this response because:

  REI has failed to resolve this issue.

  REI claims they are required to enforce their return policy but are they required to enforce it without ever informing the member? Because that is what happened to me. The enforcement of this policy without providing clear notification was sneaky, misleading and unfair, resulting in significant financial loss on my part, as I had no opportunity to adjust or make informed decisions.
  
  I do not accept this response because of the following:
  
  1) I did not abuse REIs return policy because I mostly shop online and purchase multiple of the same item in different sizes to try on at home. Items that fit were kept and items that did not fit were returned or exchanged unused with the tags still on. I do not believe ordering multiple sizes to try on at home and returning the unused items was an abuse of your policy.
  
  2) I never received notification of this policy update and I continued to make purchases without any warning that those sales were final. REI claims to have sent an email to those impacted on 30 October 2024 and then began enforcing this policy on 6 November 2024. The first I learned of this new policy was when I visited an REI store on 16 November 2024 and attempted to purchase an item. Only then was I informed that all my purchases were final sale and my ineligibility to return or exchange any items.
  
  3) This was unjust because I made additional purchases online after the new policy was implemented without any notification of this new policy before I completed those purchases online. As there was no notification about any sales being final without ability to return or exchange, REI effectively welcomed my purchases while hiding a significant policy change behind the scenes. This is unjust.
  
  I request REI provides:
  
  1) The definition of abuse as it relates to their return policy and the update.
  2) ******** with which REI calculated the total value of my returns and the items that were unable to be resold over the last 5 years.
  
  An amicable conclusion of this matter would be if they rescind their enforcement of this new policy on my account.
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 12/04/2024

  To whom it may concern,

  REI is not willing to release internal data as Mr. ******* has requested. He has already been shared specific details around the percentage of his returns which played a part in the decision to no longer accept returns from him as an REI customer.

  There is nothing additional to add and this decision is final.

  ~REI Customer Service

  Customer Answer

  Date: 12/10/2024

   
  Complaint: 22571118
  
  I am rejecting this response because REI refuses to inform me of the data they used to make their decision. The reasons they cite as to why they made their decision do not have real supporting evidence.
  
  This is a clear sign that REI did not use sound judgment when enacting this policy which lead to significant financial impact to many, including myself, who were never informed of their policy, continued to purchase items without any notification of final sale and silently banned from making returns or exchanges.

  Their inability to admit a mistake (not properly notifying all impacted REI members, of which I was one) is a sign that their business practices are deceptive, unfair and predatory.

  I do not accept their response and respectfully request that they overturn the ban on my REI membership account.

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

• Initial Complaint

  Date:11/16/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to express my deep concern regarding the recent note I received from an REI manager on November 15, 2024, in-store, about a significant change to my return privileges with REI. I was informed at that time that I am being prohibited from making any further returns or exchanges, effective November 6, 2024. However, I never received the email from REI that reportedly went out on October 30, 2024 to thousands of REI members, and therefore was not made aware of this policy change until I was informed *********** a loyal REI member since 2018, I have always valued your products and customer service. This sudden and unexplained action is both troubling and frustrating. To date, I have not been contacted or warned in any way about concerns regarding my returns, and I was not given an opportunity to discuss or resolve any potential issues before this ban was enforced. Additionally, the reason for the return ban remains unclear. The only reference provided was a vague statement about "abuse" of the return policy, but no specific details or criteria were shared as to how I was flagged or how my behavior was deemed excessive.Moreover, I am concerned about the impact of this decision on my Total Rewards, which I earned through normal purchases. The return ban prevents me from being able to exchange or return items, effectively rendering my rewards useless, as they can only be redeemed via a purchase. This feels unfair, especially as these rewards were earned in good faith and through legitimate transactions.I am requesting clarification on the following:Why I was not notified earlier about any concerns regarding my returns.What specific actions or returns led to this ************ the policy is applied, including whether returns due to defects, shipping damage, or unused items are counted against me. Whether I will be able to redeem my earned Total Rewards or if they are being forfeited due to the ban.Sincerely,****** **** REI Member number: #********