REI return policy?

“Has anyone ever returned anything to REI without a receipt? Last Christmas I purchased a pair of women's Vasque boots and the first time I wore them the rivet at the bottom of one of the boots came off. I took it to a local shoe repair shop and had it fixed temporarily. They just punched a nail through it and it too came off. I know that Vasque and REI both have a 100% guarantee. Has anyone ever returned anything and do you know the steps I need to take? The nearest REI is 2 hours for me so I was going to mail them back to them. I emailed them to ask them what I need to do and after 4 days I still haven't had a response. I would like to have them ready by the Red River Gorge trip and that is only a month away. Please help!”

“take the boots, put them in your car, drive the car to a seedy neighborhood, light the car on fire, have Opie drive you home, call the police and tell them your car was stolen, get the insurance money, and buy a new pair of boots.

I think it's your only option at this point.”

“I'm just kidding babe, hopefully Big Wave Dave will spot this thread soon, he'll be able to help ya.”

“sue them, ask ped about it...”

“No problem-O. They will take it back. I was just there to return some shoes I bought from REI-Outlet.com without receipt. They had a little problem looking up my purchase (you are a member, right?) cause I have 45 pages of transactions there! If your a member it makes it a lot easier. I love the policy. What ever I return, my money always stays at the store because I replace it with other gear.”

“Short answer...no problem, take'em back.

Longer answer... Hopefully you are a member. If so we should have a record of your transaction. That makes life real easy. If not, we can still exchange the boots for another pair.

Bringing the boots into the store is the ideal scenario. If two hours travel time is too big of an issue, I would asvis calling the customer service desk at your closest store. E-mails are not the optimal conduit of communication in this situation.

Hope that helps..”

“REI has always taken defective items back for me - even when I've used them for a while.”

“we are members now...we weren't when she bought these boots...i was a lurker here and hadn't fully realized the greatness of making large purchases at REI as a member..i just thought it was a pushy gimmick...DOH!”

“I am not a member but I would think that if you have a problem REI would treat you fairly even if your not. Drive back to Nashville Miss Opie and take them back.”

“I believe then you would only get in store credit, which isn't all that bad. Put it toward replacement.”

“question on REI membership. Do you receive dividends when you buy something on sale or do you have to pay the regular price to get the dividend.
I always try to buy gear when it is on sale and usually I can find it on sale somewhere.

Is it worth it to buy at the regular price to get a dividend at the end of the yr where if you bought on sale you could buy more now.”

“Yeah, unfortunally we did not get our REI membership until this December. Last December when we went to REI we didn't realize how valuable the membership was due to the constant nagging for us to buy a membership the entire time we were in the store. Like OPIE said, we just thought it was some sort of gimmeck.

I don't want a refund, I love my boots. I don't even have to exchange them, I will be satisified if they can just fix my pair. I guess it looks like I will be making a trip to Nashville.”

“question on REI membership. Do you receive dividends when you buy something on sale or do you have to pay the regular price to get the dividend.

Ewker


The dividend only applies on regular priced items. Sale item are non dividendable. When we put something on sale we discount it greater than 10%. Consequently you are saving more than the usual dividend amount up front.

We never have "blanket sales" where everything in the store is on sale so you can ususaly have one advantage or the other (sale price or applicable dividend).
Benefits of membership go far beyond the 'dividend' (although that's what the majority of folks seem to tune in on). You also
receive discounted rental rates, no security deposit on rental gear, Easier returns and excahnges (hence this thread) Discounts at Avis car rentals, members only specials during our large sales, Members only sale events (garage sales), and a voice in how we run the company.

REI is a Co-Op, you, as a member, own the joint. Eqach membership has one vote in issues facing the company. If you ever look closely at your dividend packet each year, not only will you find your dividend check, but you will also find a ballot, upon whick you can cast your vote for the board of directors, and address issues facing the company. Too few of our members actively participate in this. It's your Co-Op, vote!”

“It's hard to vote for something one has no idea about! Big Wave Dave, give a heads up on the candidates eh? There's no little "vote for me because I'm the best" pamphlet tucked in with that ballot.”

“I wasn't able to make it to Nashsville over the weekend so I think I'm going to try to go this weekend. What do I need to do to exchange my shoes Dave? Will it be easier on me that I am a member now even thought I wasn't a member at the time of purchase? I hope they still carry my shoes so I can make an equal exchange!”

“I just got back from Brentwood and exchanged my boots. The style I had was discontinued but I was able to exchange them for a new style.

My new boots

”

“ok that didn't work

Vasque Mica GTX”

“I also got a pair of these to go in them

Superfeet


I need to learn HTML so I can just insert the pictures. I always screw up trying to do it.”

“I also want to say that the salesman I had at REI in the boot department was wonderful. He spent so much time measuring my feet. He worked with me for an hour making sure I had the perfect boot.”

“So I got my osprey yesterday and everything was fine, until I have tried to close it today. Stupid plastic "latch" broke. Tried to fix it but had to open up the whole seam of the pack if I did that so I called Rei. They will send me a brandnew pack via fedex. I should receive it tomorrow.

That's pretty awsome customer service.
I guess I will be a little later to the red river gorge, but at least I don't have to worry about my pack.

Is there a rei near knoxville? wasn't able to find one on the rei site.”

“Atlanta and Nashville have them, but not Knoxville to my knowledge.”

“My policy is to return to REI at least three times a year.”

“REI store is too danged close to me! Went there to exchange the gaiters because they were the wrong size. They didn't have the ones I had bought on the net, so the replacements cost me twice as much (still relatively reasonable). Then they wouldn't let me out of the store until I bought something else, so ended up getting another Photon light.

So, I'm starting on next year's dividend, what the heck.”

“Did they hold you captive or something?”

“New company policy....Identify good customers when they come in and lock the doors behind them.....


We moved into our new building today!!!! The excitement builds... 4 weeks till we open!!”

“$55.00 towards my 03 rei dividend, and soon to be $75.00...gotta love plastic rei visa cards.

and yes, they have GREAT customer service...a model for any industry.”

“REI purchases so far this year, 10% on:
$600 - board
$200 - bindings
$130 - snowboard racks

1% on REI card so far = $21

The next dividend will be good!”

“I have 2 REIs withen a ten mile radius of me :)”

“Went to REI (Berkeley) the other day after returning from my brief backpacking trip. One of the female ends of the shock-corded Half Dome +2 poles had cracked and broken, which I discovered when packing up the tent. This was only the 4th night I had used the tent, although I had set it up a few other times to practice, air it out, etc.

On the way through the store, I tripped over dozens of signs stating that REI would happily exchange or refund the cost of any item with which you weren't satisfied for any reason! So Customer Service sent me over to the bike repair shop desk, where they fix tent parts. The guy there (really friendly - NOT!) said that they could fix it right away if they had the matching part. He mumbled something about it costing 4 bucks and quickly disappeared behind the door to the shop. When he came back, he said that they did indeed have the part, and it would be 4 bucks, plus 7 for the labor. I said that it was only the 4th time I'd used the tent, and I didn't think I should have to pay for it. Hard to believe it was possible, but the dude got even grouchier and sent me back to Customer Service.

I explained the situation to the woman there (not the same person as the first time), and she just plain disappeared for 15 minutes! When she came back, she said that, clearly, I caused the failure because I didn't know how to assemble the tent. I said that I do indeed know how to assemble the tent, and "I wonder if I'm going to have to come back in here to get a pole fixed after every 4 times setting up the tent." She got really surly then, and said, "Ok, we'll let it go this time..." and proceeded to give me a "lesson" on assembling the tent poles (which was, strangely, exactly how I ordinarily do it!).

I was about 0.000001 inches away from going home, returning the whole tent, and buying one somewhere else. Next time I have 150 bucks to spend, I'll just go somewhere else.”

“I think that is the execption, not the rule with REI. I've never had nothing but great service on returns. I hope things work out.”

“REI prides themselves on the service AFTER the sale. If you received anything but great service, you should have taken names! They are plenty of folk who would be most happy to work at REI. Let the nasty ones work at the dollar store.”

“I go to the Brentwood TN REI way too often to suit my wife anyway and have returned a few things, never had any problem. I took them back a camping watch I'd worn 24-7 for 6 months and they gladly handed me a refund. I'm a pretty loyal customer.”

“It was obvious that you broke it due to lack of knowledge of installation.

You are the reason stores have prices high, to cover the scammers like you.”

“I almost got in trouble lauging at thepackman on this one. Your a funny guy/girl.”

“Anybody who buys a REI Halfdome obviously doesn't know the first thing about tent quality. Let the buyer beware.”

“Firstly, let me appologise for the Berkley store for them. That type of service is not tolerated at my store. I have terminated employees for less.

Our return poilcy is very simple.. If, for any reason, the member/customer is not satisfied with their purchase we will repair/return/replace/refund to the satisfaction of the customer.

I will forward a link to this thread to the Berkley store manager, I know he will be interested in seeing your post.

Again, Sorry for the unacceptable service..”

“I've always had great customer service from the REI here in Brentwood, TN. I've had to take back several things and they have replaced them with no problems and no questions.

Sorry, you had that problem MartyB. Hopefully everything will work out.”

“Thanks, BWD - I guess I was kind of shocked, because I've never had that kind of problem before at that or any other REI, not to mention being aware of others' positive experiences. I suspect all it would take is a quick friendly reminder to the staff as to what the company policy is regarding customer satisfaction.

Binks, thanks, too. And I guess I'll find out how backpackingdeals.com is (that's yours, right?), since I ordered a bunch of Enertia food items yesterday!! (And Matt, I accessed the site by clicking through on the banner ad....)”

“Thanks MartyB. Just don't be sending me back any leftover food that you didn't eat.lol”

“Especially if it's already been cooked.”

“...or eaten...”

“That was my thoughts bit. lol”

“Huh? You call that customer service?! Harrumph!”

“Customer at REI Return Counter: I'd like to return this backpacking meal.

REI Employee: Certainly sir, what was the problem with it?

Customer: It made me sick! Bllleeeeeghhhhhhhhhh!

REI Employee: (wipes vomit from desk) And where shall we send refund check, sir?”

“MartyB

BBinks ROCKS !!!

Nothing but great service and gear.

If you return the enertia, make sure it is the "Allegany RAlfredo"”

“Actually without a recipt we would probabaly just issue an in store credit........”

“I had a pocket zipper fall apart on me while backpacking...I walked into the store wearing the 3 day worn pants...and showed the person at the counter, she said...go pick a new pair out and change into them and then return the busted/dirty/smelly pants to her, no fuss, no muss. Now that's customer service. REI has my loyalty. Did the same for a busted Aurora headlamp...no fuss no muss.

I also have similiar stories about Sierra Trading Post...wore a pair of Asolo scrambler sandles for 4 months, then bought a pair of chaco's at REI cause I didn't like the way the Asolo's fit anylonger, so they took them back and refunded my money...gotta love great customer service stores.”

“My Black Diamond head lamp, which I purchased with my last refund check, developed a short where the wire meets the batteries. Took it back yesterday and the guys replaced it with a Petzl, same four "bulbs" but no wires, the batteries are right in ghe head lamp. The whole thing is about the size fo two marshmellows. I'm impressed! It has a flash feature that supposedly goes for 400 hours on one set of 3 AAA batteries.

Loving REI right now.”

“I bought a REI SubKilo down sleeping bag on sale by mailorder about a year ago. I used it once and didn't like it (didn't keep me warn) and haven't used it since.
I can't remember if I got it from REI or REI-Outlet. The receipt is long gone.
If I take this bag to a REI store in Atlanta or Nashville, can I exchange it?”

“My experience is that REI will take just about anything back, anytime.”