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REI

4.4

Ratings are based on data from Google Trusted Stores, StellaService, and/or shopper reviews. Learn more

StellaService EXCELLENT
Awarded September 2014

Shopped and evaluated by StellaService.

StellaService uses a rigorous methodology to test the customer service performance of online businesses. Learn more

Shipping & DeliveryReturns
3-5 days
average delivery time
greater than 80%
accurate & undamaged orders
less than 14 days
returns processing
365 day
return policy for most items
good
ease of returns
Customer Service
6-12 hours
e-mail support response time
45 to 90 seconds
phone support response time
5 star
4 star
3 star
2 star
1 star
9,567 reviews in the past 12 months

Highlighted reviews

9,000+ reviews from Bizrate

  1. Always a good experience
    Written by Stu on April 16, 2015
  2. I had called the REI Support phone line regarding member dividend and to possibly update my account information; Spoke with Jennifer - Not only was she very helpful in updating my account information, providing concise information on applying that member dividend to my current online purchase but at the end of this conversation she had offered to place my order FOR ME. Her communication skills were impeccable. This is exactly what I wanted assistance with. It is also the sole reason for my filling out this current survey - Thank you again Jennifer. REI - Please continue to hire professionals like her. This ensures a life-long member following/loyalty. Total order cost: $140.
    Written by Coco on April 21, 2015
  3. The membership account should be accessible by email and password or by a phone number. It seems unnecessary to me to have to carry another card or memorize another account number to get the benefits of membership. I did appreciate the online chat help that gave me the account number so I could use my 2014 dividend.
    Written by FishingDoc on April 17, 2015
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1+ reviews from TRUSTPILOT

  1. REI is the bastion of quality, great customer experience and easy returns. I had an especially wonderful experience with REI as part of my wedding gift registry. Highly recommended for those couples who would prefer to backpack China than eat off China.
    Written by Chad on March 17, 2015
  2. Great brands and ok pricing.
    Written by Francisco on December 16, 2014
  3. I like REI, always been really good about their service. I would give it a 5 stars but had to take 1 star away for 2 reasons. First, they don't always have the products you're looking for, either in store and/or online. They charge full retail price, already have the relationships with the vendors, not sure why they would choose one model and not the other. Second is what I just said, they charge full retail, it's like Nordstroms, I like their stuff, I feel good buying and wearing it, but sometimes the price gets to me. Besides that, I really like their stores.
    Written by michael bay1 on October 9, 2014
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1+ reviews from PriceGrabber

  1. I just placed an order with REI and I was more then pleased with the gentleman on the phone he answered all my questions and explained there excellent return policy. I will shop here again.
    Written by easygoing1238 on May 22, 2014
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1+ reviews from ResellerRatings.com by Answers

  1. Ordered 1 pair of acorn boots online. got 2 different sizes in the box. Went to the retailers store and got a full refund.Found the exact product on another online retailer (Sierra) at $ 19 less!
    Written by Jtbrunner on November 27, 2014
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