Business Profile

Sporting Goods Retail

Recreational Equipment Inc.

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Complaints

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

Customer Complaints Summary

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

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

Initial Complaint
Date:11/15/2024
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.
Five thousand Recreational Equipment, Incorporated (REI) customers received a message from ********************** Policy Standards last week. I was a recipient. This it the content of that message: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 clear or explicit indication that there will be any appeals process. In my opinion this is performative scapegoating, likely intended to demonstrate to high level stakeholders that corporate REI is doing something about financial problems. Policy Standards approach avoids the core return policy issue - REI salespeople push return policy every day, at every opportunity in order to drive purchases. That is the actual established pattern that REI ought to have been reviewing, and repairing internally. The full text of my complaint and explanation of how my purchases and returns were guided by REI sales people is in the uploaded file - REI_complaint_ScottMiller.pdf (It is ***** words.)
Business Response
Date: 11/22/2024
To Whom it May Concern:
We are writing in response to a complaint that was submitted on November 20th, 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 Scotts 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 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 58% of the value they have purchased in the past 5 years and 90% of these returns by value were unable to be resold as new.
Customer Answer
Date: 11/23/2024

Complaint: 22533273

I am rejecting this response because:
REIs response does not address the points I made about specific guidance I received from REI sales people on the job at REI. REI has driven sales by assuring customers on their sales floor that merchandise can be returned.
One $4,650 purchase I made need never have left the floor. The sales person I picked the electric bicycle up from was absolutely adamant about sending me home with the bike, without seeing to it the shop checked the fit for me, despite my insistence. It was too small and I returned it and made a second $4,650 purchase.
Another bicycle sales person at the ******* REI flagship store had encouraged me to purchase the ****************************** the first place, despite my express preference to wait for a newer model, assuring me that it was no problem to purchase the 2021 model and return it to get a newer model. He further told me they would have no problem finding a new home for the bicycle. That was REIs scheme, not mine.
REIs October 18, 2024 return policy change unreasonably places blame on me, having accepted specific guidance provided by REI sales people, calling me abusive of the return policy. That is hurtful, and just plain wrong. And it is very distressing to have to make these arguments as a 38-year REI member who simply took the guidance REI sales people provided on the job.
REI Policy Standards has expressed unwillingness to disclose how they made their determination that I have been abusive of REI return policy. Figures REI presents in their response grossly misrepresent the returns I made that could not be resold as new.
REI Policy Standards metrics appear to be biased against customers whose confidence theyve earned, who are at a stage in their life where we can consider making purchases of thousands of dollars. Even at hundreds or thousands of dollars value, REI sales people pitch the 100 percent satisfaction guarantee.
If I were very much appreciated as a member of REI, as stated, far better consideration would have been given to specific the points I made in my complaint. Their response is, instead, a canned response to complaints made through the Better Business Bureau with variance only in the names, complaint number, and simplified metrics.

Sincerely,

***** ******
Business Response
Date: 12/04/2024
To whom it may concern,
After reviewing the rejection from ***** ******, REI has nothing additional to add. The decision about his ability to return purchases to REI is final.
Thank you,
~REI Customer Service
Customer Answer
Date: 12/05/2024

Complaint: 22533273

I am rejecting this response because:
REI ****************** or whoever is providing another canned response and signing as REI ****************** appears to have missed that I am requesting:
1. Specific justification for REI Policy Standard's determination - not just crude metrics that do not reflect that have been penalized for accepting specific guidance from REI Sales staff on the job at REI,
2. A reasonable appeal process, and
3. Withdrawal of REI Policy Standards' determination that I was allegedly abusive of REI return policy.

Sincerely,

***** ******
Business Response
Date: 12/18/2024
To Whom it May Concern:

We are writing in response to a complaint that was submitted on December 13th,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 58% of the value they have purchased in the past 5 years and 90% of these returns by value were unable to be resold as new.
Because of this the decision to limit ******* ability to return REI purchases is considered final.
Initial Complaint
Date:11/14/2024
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order on the website when it showed that the product was in stock. After waiting for a two month extension, the website cancelled the order without communicating with me. However, some people who ordered the same product later than me received the goods, but the platform informed me to wait for the product to be restocked and asked me to place another order
Business Response
Date: 11/15/2024
The item that was ordered is not in stock to fulfill the order. Items that are on backorder are cancelled if there is no stock to fulfill the order. A cancellation email was sent the afternoon of 11/14/24, and the customer service team explained cancellation and the refund method the same day via online chat.

REI Customer Support
**************
*********************************************************************************
Customer Answer
Date: 11/22/2024
Hello, I saw rei's response to this order
First of all, as a product, it should not be put on the shelves when it is out of stock. If it is sold in the form of pre-order, the order should not be canceled unilaterally, and the order should be canceled directly after two consecutive postponements without any communication.
Therefore, I find it difficult to accept this way of handling it. But I just learned that rei has new products for sale and I successfully purchased them. Therefore, for the time being, there will be no accountability for the cancellation of previous orders. We hope that REI can ensure users a high-quality shopping experience.
Finally, I would like to thank the rei merchants for their response to order complaints and the BBB website for their help.
Initial Complaint
Date:11/12/2024
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've been a member of the REI Co-op for 5+ years. REI offers member '100% satisfaction guarantee' and allows members to return unsatisfied purchases within 1 year of purchase. On 11/10/2024, I went to REI chicago store to purchase a few things. After I shared my number at the counter, a manager came and called me an abuser of the return policy, and stated that after 11/6 I would 'no longer be eligible to make any returns or exchanges with REI'. He also claimed that I should've received an email about this on 10/30, which I double confirmed (including spam folder) and did not find any email described. I was not contacted in any way prior to this. I have reached out to their customer service via email/call to seek further information such as how REI determine a customer is 'abusing' the policy, but they refused to provide any details. REI explained that only a small percentage of customers who have extreme abusive behaviors were identified, such as people who return a lot of used items. Their criteria was vague and they failed to prove that I belong in this category. Furthermore, I placed an order online on 11/10, before I went into the store and was told about this. Since this purchase was made after 11/6, I am not eligible to returned, but I was blindsided because there wasn't any email notification. In addition, as a member I am entitled for the total rewards that I earned from my 2024 purchases, which is typically calculated in some time 2025. These can only be redeemed via a purchase at REI. I cannot shop at this place where I was called an abuser without proof and where I cannot exchange or return anything, therefore this ban means I will be cheated out of my earned rewards. This ban even retroactively prevents me from seeking redress of anything I've purchased before 11/6. This new change of policy violates member policy and return policy that REI marketed.
Business Response
Date: 11/14/2024
Senior Counsel, REI
Customer Answer
Date: 11/15/2024

Complaint: 22548510

I am rejecting this response because: There is no response? I see a blank message.

Sincerely,

****** *****
Business Response
Date: 11/22/2024
We have received this members complaint and conducted a separate review of their account. Upon completing this review, we have decided to remove the restriction on the account so that they are eligible to continue making returns with REI. We have followed up to inform them that the restriction has been removed, as well as to inform them that making a high number of returns could result in future contact from REI and/or reinstatement of return restrictions.
Initial Complaint
Date:11/12/2024
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.
REI and **** lost my package and are shirking responsibility. I purchased a women's jacket through REI's online website on October 4th, order A315445386. But I never received the package. I have been contacting REI's online customer service since October 25th, and the **** tracking shows that the last scan of the delayed delivery time is October 29th. I sent a refund request to REI on November 2nd, and REI subsequently sent a request to return the package. During this period, **** tracking has not been updated. I have contacted REI customer service to verify the tracking of the package many times, and REI customer service has also told me many times that the package is delayed and I need to wait. The last time I contacted them was on November 8th, when I found that the **** delivery was still delayed. On November 12th, I found that **** tracking showed that someone went to the post office to pick up the package on October 26th. This is incredible. I did not receive this package. I contacted REI customer service on November 12th, and ********************** customer service told me that they refused to process a return or re-ship my product. ************************************** is my email address. Please inform me of the result of the complaint by email. Thank you for your help.
Business Response
Date: 11/22/2024
A refund for order A315445386 has been processed.

REI Customer Support
**************
Customer-****************************************
Initial Complaint
Date:11/08/2024
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.
10.30.24
Business Response
Date: 11/11/2024
Hi there,
Our Bozeman store manager has been trying to resolve this issue with the customer, ****. They left a voicemail for **** on 11/1, then our Bozeman shop service manager called **** again and left a voicemail on 11/4. They have also emailed ****. As of yet, on 11/11, they have not heard back from **** in their efforts to assist him.
They will reach out one more time in an effort to help ****, hoping he will answer or return the calls and messages.
Thanks so much,
REI Store Operations Support
Initial Complaint
Date:11/06/2024
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 brought in two backpacks to a local REI store for a Trade-in, I started the trade-in online the team members reviewed the backpacks and said they look great but I would have to mail them in for the Trade-in to receive my gift card, they stated I would not have any issues because the backpacks are in excellent condition. However, when the trade in was complete I was told my Pack #****** trade in value of $69, was ineligible due to discoloration on multiple locations. This is NOT correct, the back was rarely used and very clean, it was in the same condition as the other backpack which I received the full trade-in value as expected. I emailed the trade in customer service to send me pictures of the "discoloration" but they did not have any and just said sorry. The backpack is in excellent condition and was already looked at by REI staff in the store but they said I had to mail it in for the trade-in and I would receive my gift card via email. The backpack is in excellent condition and I should have received a gift card for $69 for the trade-in.
Business Response
Date: 11/07/2024
Hello *****,
I'm happy to look into this for you and see if there is anything we can do. Can you please let us know what REI location you were in along with the date/time.
Thank you,
REI Store Operations
Customer Answer
Date: 11/07/2024

Complaint: 22523659

I am rejecting this response because: Hello, I am just responding to the question that was asked not rejecting the response. I went online to REI trade-in online site and found my backpacks and completed the information for the trade-in. I then went to the REI store **************************************************, I believe the week before 10/20/24, I am sorry I don't remember the exact date. When I brought my backpacks to the counter the team member looked at them and then stated they just needed to look them up in the system for my gift card, I stated that I already did that online and presented my email I received with all the information that identified the backpacks and the trade-in amount. They said unfortunately, if the trade in has been done online it has to be mailed in, they cannot process it in the store. They said next time just bring in the trade-in to the store and they will process them that day and I will get my gift card right away instead of having to wait, it is the same process, just much faster in the store then waiting for the package to get there and receiving the gift card. I then mailed the backpacks to the REI trade-in in **. Thank you for your help with this!

Sincerely,

***** ******
Business Response
Date: 11/15/2024
A $69 gift card was processed to make up for any confusion or misinformation from our staff in stores. The request was processed on Thursday, 11/8/24 to be received at the email address on the complaint by Monday, 11/11/24, with an email sent directly from ******************************* informing of the decision. If the card has not been received, please feel free to directly respond to that email or contact **************** at ************** for immediate assistance.
REI Store Support
Customer Answer
Date: 11/16/2024

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:10/31/2024
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.
I've been a member of the REI co-op for 27 years. On Oct. 30, 2024, REI sent an email to me and reportedly approx. 5000 other members. The email accused me of abusing their return system, and stated that after Nov. 6 I would "no longer be eligible to make returns or exchanges with REI." (But went on to say I was welcome to continue making purchases!) Prior to this notification, I was not contacted in any way regarding the number or value of returns I have made. This includes during my in-store visits. There was no general warning to the members that this could happen. The email did not explain how REI calculated that the number and/or value of the returns was excessive. It did not explain if all returns are counted against me, even if it's an item with a manufacturing defect, damaged in shipping, or in new unused condition. The email directed me to the returns policy on the website ****************************. But that only includes a vague reference to abuse of the returns system, and no explanation of how one might be flagged as a bad actor. The notification included an email address to contact for further information. However, my queries to that email received a "canned" response saying, "Dear Member, We cannot provide specific details about how we determine policy abuse." This implies the decision is final and REI will not allow an appeal nor engage in any dialogue about the matter. I've tried calling **************** and the main number at Corporate HQ, but I was simply told to contact the email address in the notification. One issue not touched on so far are the Total Rewards I have earned in 2024 and am entitled to. These can only be redeemed via a purchase at a store or online. I will not shop at a store that refuses to allow me to exchange or return an item, therefore this ban means I will be cheated out of my earned rewards. Also, this ban is retroactive and prevents me from seeking redress via exchange or return for anything I've purchased since Nov. 6, 2023.
Business Response
Date: 11/04/2024
To Whom it May Concern:

We are writing in response to a complaint that was submitted on October 31, 2024, by Ms. ******* ****** and was assigned ID no. ********.

While we very much appreciate Ms. ****** as a member of REI Co-op (REI), we unfortunately are required to enforce our Return Policy as Ms. ******* 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 their purchases. 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 31, 2024, letting them know that they would have until November 6, 2024 to make returns before future returns were prohibited. Unfortunately, Ms. ****** was a recipient of such a notice in that she has returned over 60% of her purchases this year alone and over half of these returns were unable to be resold as new. ********* still has time to make returns for any outstanding purchases she has made and thus is not at any disadvantage. Also, in the interest of good will, REI is willing to provide Ms. ****** her ************** the form of a check when co-op rewards are issued in early 2025, so that Ms. ****** does not have to make a purchase to reap the benefit of the Reward.

We hope this provides you the information you need and satisfies Ms. ****** in knowing that she will still receive her earned reward for 2024. We are happy to continue to work with you to amicably resolve this matter.

Customer Answer
Date: 11/06/2024

Complaint: 22498693

I am rejecting this response because:
REI states, she has returned over 60% of her purchases this year alone. My purchase history shows that in 2024, I bought 115 items and returned 6 of those. Thats a return rate of 5.2%, far below the over 60% that REI claims. Furthermore, REI claims that over half were unable to be resold as new. In reality, of those 6 returned items, only 2 were used (one of those was defective)while the other 4 were in new, unused condition.
REI has clearly mis-stated my return history. Its not clear if they have confused me with another member, or if they have a flawed process for gathering and tabulating the data used to make their decisions. Either way, in my case the decision needs to be revisited.
Also, REI states they posted a notice of their return policy update on October 18, 2024. I dont know what that means and I dont recall seeing any notice. The current page on ************************** explaining the return and exchange policy includes a very vague statement about abuse. It is unclear when that statement appeared on the page. More important, Ive never received a direct notice or warning that REI thought I was abusing the return policy,either in 2024 or in the past.
Sincerely,

******* ******
Business Response
Date: 11/21/2024
REI considers the value of items returned in addition to the quantity. As previously noted, in 2024, the value of the items Ms. ****** returned has exceeded 60% of the value she has purchased. Based on our records,the value of the items Ms. ****** has returned totaled $1,457.57 and the value of items purchased totaled $2,400.71. Included in Ms. ******* returns in 2024 was a $699.99 item which Ms. ****** had purchased in February of 2023 and REI was unable to resell as new, given that the item had been used. Ms. ****** has demonstrated a pattern of similar behavior, having previously purchased,returned, and repurchased the same product/SKU on a repeated basis, often after months of ownership. REI considers this to be an abuse of the policy and is exercising its right in its discretion to reject future returns from ********* while still offering her the annual reward in early 2025. We hope this can conclude this matter.
Customer Answer
Date: 11/27/2024

Complaint: 22498693

I am rejecting this response because:
Based on REIs response, I was able to approximate (but not quite match) the numbers they provided, ending up with a 55% return rate. I was only able to achieve that by:including items I returned that were in new, unused condition; including 2023 purchases returned this year while omitting their purchase prices from the calculation; and focusing on a limited time frame that includes an outlier (my return of a used, expensive item which certainly shouldnt have been resold as it was malfunctioning).
REI considers the value of items returned in addition to the quantity. Im not sure what this means. I returned nine items (new and used) this year, versus 115 items purchased this year. That works out to a return rate of 7.8%. It appears REI went with the calculation (using value only) that reflects worst on me, with no allowance for the isolated expensive return that is not representative of my long history.
With regard to the statement about making repeated returns and repurchases of the same items, this does not seem to apply to anything returned in 2024. So, REI reached farther back in my return history to look at that, while choosing a time frame skewed by an outlier to calculate the return rate. REI has my records,so they know that expensive return was not unusual.
As long as I can remember, REI has promoted their 100% satisfaction guarantee and generous return policy. (They are currently promoting the return policy on the front page of ************************** as a reason to shop there.) This policy was invaluable to me, since over the last 17 years, Ive dealt with foot problems (an element in my 80% VA disability rating). This policy seemed to be the recommended means of recourse in case an item was defective or the customer was dissatisfied for any reason (rather than making a warranty claim on a manufacturer, etc.). REI never explained they view all returns/exchanges the same. Be they new/unused or defective items, versus used items the purchaser wasnt 100%satisfied with. In particular, the policy did not distinguish between used items that could be resold, versus used items that couldnt or shouldnt be resold. I only discovered via my BBB complaint that this appears to be their view.
Through blog and social media posts as recently as this year, REI has reinforced the idea that people are welcome to return items theyre not 100% satisfied with. Then gone a step further to make light of the reasons certain used items were returned. Over the years I was unaware that they were keeping tabs on return rates or flagging individuals judged to be making excessive returns. Over the last 27 years, REI has accepted, without any objection I can recall, every exchange and return Ive ever made. Furthermore, I recall no warning, during in-store transactions or at any other time, that I was making excessive returns or may have been flagged as abusing the return policy.
Now, REI has suddenly initiated a program of identifying members alleged to be making excessive returns, then slapping them with an almost immediate lifetime ban on making returns/exchanges. (Apparently non-members are not being flagged, and are welcome to make all the returns/exchanges they want to for any reason.) Thereby arbitrarily and retroactively revoking a written guarantee under which the members previous 12 months of purchases had been made. All while using questionable methods of identifying the members and calculating their return rate. In their first response, REI stated that they posted a notice of an update to the returns policy on October 18, 2024, but still havent explained where or how this was posted. I regularly received emails from REI but cant recall any that addressed the matter, either generally or with regard to my own return history. I was in a local store on October 25 to return a defective item and did not observe any notices there (nor did the staff say anything to me about return policy changes or about my own return history). Then, once I received the notice on October 30, I was treated as if I were a convicted criminal and REI refused to discuss the matter in any way. Forcing me to file a BBB complaint to get answers from a co-op I paid to join.
In short, REI offered and actively promoted a liberal returns policy, I used it, and now Im being punished. At the bare minimum, REI has engaged in poor business practices,acted in a manner far below the standard I expect from them, and treated a subset of members very shabbily. Even if some of the members swept up in this effort were true, long-term abusers, it was still poorly conceived and implemented.

Sincerely,

******* ******
Initial Complaint
Date:10/22/2024
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.
On June 7th 2024 at 9:52 pm I ordered two items off **************************. when I ordered I received a notification from bank that the money was taken out. On June 9th at 9:08 pm I was charged $149.26 as I received a notification and when I looked at my transaction it posted $39.67 was charged and the next day checked transaction again and was posted a charge on June 10th for $149.26. these prices are from the two different items I had purchased. So the money had been taken twice so I said I better get this figured out. I need that extra money they took. But when Initially called and asked why they had charged me twice they told me that it was because a weekend and would be refund in a few business days. Days came and passed and nothing so I called again and they said there was nothing they could do so contact my bank. I contact my bank. Which is green dot ******* prepaid debit card. I've had account with them for multiple years no issues. I filled a claim with them and they were to investigate. I received my refund from saying they are further investigating. I received an email august 5th while I was working in ****** where not much cell service so I didn't get to respond to the email in time that they said they could not find any information at this time and if I had anything further to send. Or refund will be reversed. By time I had responded to email my bank account is negative as they took the ****** refund back. I sent them emails with my bank statements proving they charged me extra. No response. I've called multiple times since then to get it reinvestigated with no luck. They will not reply after I send my bank statements screenshots I have provided. I have all email to and from the ************************ company and also my bank. Point of all this is they double charged me stole money from me and will not figure out why they did it try to resolve the issue when I provide the proof. I need help I just want my money back so I can get my bank account out of the negative.
Business Response
Date: 11/14/2024
Hello,
REI was contacted by the purchaser for order A30849975 on June 12, 2024 regarding their concern that the order was charged twice.
Our agent confirmed for the customer at that time that there was not a second charge, but a second payment authorization. A total charge of $188.93 was charged over two separate charges. First $39.67 was charged on June 8, 2024 when one item shipped and then another charge of $149.26 was taken on June 9, 2024 when the second item shipped on the order. The customer appears to have filed a chargeback with their credit card in dispute of the legitimate charges on this order.
No additional action needs to be taken by REI regarding the payment on this order.
Thank you,
REI Customer Service
Customer Answer
Date: 11/19/2024
Hello I got an email response from my complaint. The company is claiming they only charged once but they did charge me twice and are trying to hide it. I have screenshots of bank account proving they took it. The notifications and statements are received when money is taken out . $188 was taken out of my account twice. The money was gone they had to of taken it.
Business Response
Date: 11/20/2024
Hi there,
We do not have any new information to share. Nothing has changed since the customer first contacted us in June and was given the same information in the previous message. I am happy to explain the transactions again and this time I added ARN #'s to the 2 transactions in which we took payment. An ARN # is like a tracking number for the transaction and can be provided to the customers bank. On occasion, a bank employee may not be familiar with an ARN or how to use it to track the status of the refund;if this happens, they should ask for a manager to assist.
At this point REI considers this matter as closed.
REI Store Operations Support
All transactions related to this order:
06/07/2024 Authorization $188.93 (card authorized full amount of order when it was placed)
06/07/2024 Authorization Reversal $188.93 (authorization dropped when order was split into two shipments)
06/09/2024 Deposit/Charge $39.67 bank tracking ARN #*********************** (card was charged when Therm-a-Rest Pillow on order was shipped USPS)
06/09/2024 Authorization $149.26 (card re-authorized for just the sleeping bag)
06/10/2024 Deposit/Charge $149.26 bank tracking ARN #*********************** (card was charged when REI sleeping bag on order was shipped UPS)
Customer Answer
Date: 11/20/2024
The money was taken from my account when these transactions happened. They are all in my bank account and I have shown you that even though you may not think it was taken but it was. The money was taken twice. I have the proof. It's all in my transactions. There obviously was some error on your end and I would like this resolved.
Complaint: 22461646

I am rejecting this response because:

Sincerely,

******** ****
Business Response
Date: 11/22/2024
Hello,
As we have communicated to Ms. **** multiple times via direct contact and now to the ************'s office, there has only been one total charge of $188.93 via two separate charges in June.
Ms. **** filed a chargeback with ***** bank which was disputed by REI. ***** awarded the funds to REI after review and no further action is needed on the part of REI. We apologize that the customer was confused by the two separate authorizations to her card, but ultimately funds were only removed from her account one time.
We consider this matter closed.
~REI Customer Service
Customer Answer
Date: 11/23/2024

Complaint: 22461646

I am rejecting this response because: I can show all bank transactions showing money was taken twice.. the money was taken by your company twice

Sincerely,

******** ****
Initial Complaint
Date:10/19/2024
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'm a member with rei. I buy ****** shoes from yall. There isn't one local so I returned a couple pairs in a store in ************* when I was out of town and bought a new pair The lady was extremely rude and clearly not happy that i was making a return and stressed me out and she didn't apply my 15% off coupon (i received from an order being cancelled) and I didn't realize it because she didmt do the return and purchase seperately like i asked, she put it all together.its a $27 different and i need that refunded for what i was overcharged. Coupon code is W5WD-XVEY-4JA5
Business Response
Date: 10/29/2024
The store management team researched the issue and will send a $30 gift card to the customers address on file and apologize for any misunderstanding that occurred as their team strives to provide quality customer service.
Thank you,
REI Store Operations
Initial Complaint
Date:10/11/2024
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.
Hello I placed order A315523965 on the website for 3 items. Upon receiving the shipment, i noticed one item is missing. Please let me know if the item is being shipped separately or the item is out of stock. Thank you
Business Response
Date: 10/15/2024
Hello,
The remaining item is being shipped to you on replacement order Y125428142 and is currently being fulfilled. If you have any further questions or concerns about this order, please feel free to contact Sales & **************** at **************.
In service,
**** *****
REI Store Support

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Recreational Equipment Inc. is NOT a BBB Accredited Business.