REI

REI member and my «home store» is the Arcadia one, which is GREAT, but this experience deserves a shout out all its own… I need to holla some #optoutdoors love to REI team members Vanessa and James.
I happened into the RCucumonga store on happenstance as I was in the area, and decided to pull the trigger on finally buying that high end sleeping pad I’d wanted to much, and maybe get a better filtration system… Of course, being a Sunday afternoon, the store is buzzing with people, but James saw me hemming and hawing in front of the water filters and came over to answer all my questions. Turns out, I DIDNT need that extra part he could have easily convinced me I did… his personal knowledge of product, based on his experiences was invaluable and I was REALLY grateful!!! About 15 minutes later, he sees me hemming and hawing in front of sleeping pads and makes his way over to inquire… and helps me (again with personal experience and thoughtful suggestions) make my final decision away from the more expensive most popular model that everyone has but crinkles to high heaven so loud I could hear someone else playing with it when I’d already walked away., to the one I KNEW I my heart I really wanted, slightly less pricy, weighing only 3 ounces more, but infinitely more quiet and quality sleep assuring for (for me).
Unfortunately, they were sold out of that item, so James wrote a ticket for me to give to the cashier along with my other items for purchase and happily sent me on my way THANK YOU JAMES!
Now… Vanessa… I was watching this young lady assist people from my place in line and as a person who has worked in a HEAVY customer service field for the last 19 years, may I say that I was IMPRESSED. She gave each and every customer her full attention, while being just the most personable REI representative possible… so much so, that I was HOPING I would get her when her register opened and I think the Hiking Gods must have heard me because I did!!!
Now… I have four REI gift cards, a Visa gift card, my credit card and two separate orders, one for the items I found in store, the other for that sleeping pad… What would confuse and complicate any situation really… so I was prepared for a delay… But this wonderful young lady, handled my dual order with three forms of payment while asking about my out door plans and encouraging me to take some trails I’d been thinking on, and even shared her plans to take her family out hiking in the upcoming weeks, without so much as missing a BEAT. She was SO friendly, SO personable, SO knowledgeable and engaging I really was kinda hoping there WOULD be a delay just so I could continue speaking with her! She completely made me feel at home, the true meaning of membership, while executing my transactions to perfection and giving me some great ideas on trails in Catalina to check out.
I’m A HUGE FAN!!! I WILL visit this location again and again and AGAIN!!! REI has a reputation for hiring quality team members, and I have been fortunate be the recipient of this standard at every store I’ve been to, but when I feel compelled to do a personal shout out… you KNOW these two team members really live the REI mission statement. PLEASE check out the RCucuamonga location, ask for James or Vanessa… They will start, end, or keep your day going RIGHT. You’re welcome! :D

Where do I start? We stopped by REI some months ago hoping to get advice about hiking gear for an upcoming hike. While there were a few associates around in the store, we got no assistance. Even when we went to ask for help, we were told to wait in a specific section for someone to come – and that took forever. And the advice we got was not helpful. He seemed like he didn’t want to be there. But I assumed it was a fluke and didn’t come to write a review.
Fast forward to today, the REI garage sale. We’d been waiting for this event and were excited. We arrived around 9:15am to get our wristbands. The way it works is you choose one of four colors, and then when everyone gets their bands, they start a random drawing to determine the order. That lottery system makes sense and is fair, so props to them for that.
However, things soon went downhill. After they drew the first color, they realized that about 5 – 10 people hadn’t gotten their wristbands. So they gave them the wristbands and reset the whole drawing. Which was ridiculous.
When it was our turn to enter the sale, they didn’t honor the original return time (off by 20ish minutes). That’s fine, though. What wasn’t fine was the remainder of the experience. Oh, and they didn’t even check our wristbands… so what’s the point of the wristbands?!
Here’s what our experience was like once we actually got to enter the sale (which, we were warned by the kind announcer coordinating the sale, was smaller because of the post holiday season dry spell):
1) The whole sale takes place at the back of the store, next to all the dumpsters. So you get to shop while inhaling all the lovely rotting garbage surrounding you.
2) Inventory is messy… clothing hung on three racks and everything else pretty much in boxes so customers can rummage and dig through them like animals :/​
3) I know that some of the gear sold is used/​returned, but some of the merchandise is just unacceptable.
Needless to say, we came out with nothing. We even went back into the actual store to browse, but nope.
Pretty disappointing for a high-​end ish place. REI, please step up your game!

Would give 5 star but prices are high here. (Associate Named TONY). My experience at this location was great. I have plantar fasciitis and needed to get some recommendations on some new shoes for all day use. TONY, gave me grate advise on what brands to chose from. He even went out of his way to bring out multiple sizes and Widths for me. He even showed me how to do a runners knot. He is a very kind and knowledgeable person. Thanks Tony for all your help.

Probably one of my favorite stores to go into. Usually will go in and come out with something I know is good quality and helps me on my outdoor adventures.

I went in looking for some hiking clothes. The store was well maintained. Employees were talking among themselves. NO customer service. I was on my own the entire time. I purchased several shirts & pants, it would have been to have some help. Now that I know what size I wear. I’d most likely shop online at different stores for better prices than go back in.

You can tell by my profile picture that I’m a dog. That being said, I’m not allowed in the store because I’m not a certified service animal. But, I know that REI is a reliable outdoor/​adventure gear retailer. The staff in Rancho are quite nice. Carl reminds me of a war elephant who has crossed the Pyrenees Mountains in the 3^rd century Punic Wars. Tony works in footwear and is the epitome of REI steward. I appreciate REI’s commitment to customer satisfaction.

I love REI. Their staff are friendly and helpful. A staff member squeezed my snowboard into their tight schedule for tuning and it was ready for pick up within 2 days. It looks great! They offer member discounts on ski/​snowboard tuning. I’ll be taking my board here from now on.

Went here to get some gear for my mom who’s going on a two week trip to Indonesia. We are not the outdoorsy type amd I had never been in this store and didnt know where to start to get monsoon friendly clothes for her.
There were two registers open and four people standing behind them and two customers in front of me. So I waited my turn for a register to open even though out was clear I wasn’t waiting to pay. So when I get up there, I explain what I’m looking for. This jokester takes about 5 minutes trying to explain the section I apparently need to go to using store references I was unfamiliar with since it was my first time there. Wow. So that one empty register needed all three of you to babysit it? You couldn’t just walk me there? What if I had questions?
My mom, unbeknownst to me, had bypassed this clown and made her way to the womens clothing section and found Lily, a freaking godsend She spent time answering all or questions and gave us the pros and cons of various items and helped us look for sizes. $ 150 later, we walked out confident with our purchases.
Look brick and mortar. People make the journey to your physical store for the customer service that only 1 of 5 people I came across were capable of that day. Step it up!

Great customer service at the REI Rancho Cucamonga store. They are attentive and helpful when it comes to questions. They are also very orderly and have a clean layout that is easy to navigate through. Come to REI for your camping gear!

The dude with the silver beard working in the shoe section this Sunday was great — 5 stars for him!

Great place! Generally very knowledgable staff who use much of the gear they sell. The return policy is great! I don’t return things often because the products they sell are high quality. But the one time I did, there was no fuss, very easy process.

Great spot. Bike department helped me fix a flat and get back on the road within minutes. Thanks for the help

We love REI, we Hike and love the outdoors!
Pros:
Good service, people who actually use the stuff they sell. Quality stuff with good return policy. Trust them. Ethical and green company, makes you fell better even if not lower cost than some!
Cons:
Prices can be a bit high, great equipment but unless on sale do not expect a deal. REO brand are always a good deal. Sales are great, membership is worth it. RC is not the largest store and missing some sizes and selection that say the Portland store has.
Wish we had one in Redlands, but they have a decent we store!

When one customer doesn’t feel safe coming to this store, no customer should.
This is unfortunately the only REI in the area. My wife and I have come here since it opened. We bought our tents, equipment and lots of other things here. Last time we stopped by, one of the employees here names Jonny. He was not only incompetent and rude, he was literally STARING AT HER BREAST while trying to speak condescendingly to her about what she was buying. It was creepy but I didn’t realize it until she told me afterwards. We spoke to the manager and she said he’s new and they’ll keep a eye on him. That’s great but in the meantime my wife lost her dignity and comfort with REI all because they allow incoherent and perverted kids like JONNY around customers. They gave us a 20% off coupon that we’ll surely never spend. Unbelievably disappointed.

Friendly and knowledgable REI staff. Quality is key when facing the elements of the great outdoors. You will find top gear here and membership definitely has its rewards. I love REI. A lot. Especially when they team up with Modern Hiker ;-)

I shop here before Bass Pro Shops
The Great: They have a 100% guarantee on nearly every product (maybe on all of them?) I used it on a raincoat. I brought it back and they just refunded my card. The staff checks in with you even when they’re obviously off the clock and they know what the hell they’re talking about. I took Austin’s advice on the Salomon hiking boots ($ 279) and the silk sock liners ($ 9.50) and now I’m frustrated with all of my other hiking gear because my feet are so happy. They have a club card that gives you 10% back every year plus a 20% coupon on any one item. I just paid $ 60 for a GoreTechs like raincoat/​wind breaker that retailed at $ 100 with my annual discounts. Kind of nice.
The Bad: They don’t sell ammo so I still have to go to Bass Pro Shops. I think they may be priced a bit higher but with the advice, return policy and quality I shop here first.

I’ve been shopping at REI stores since age 12, so around 35 yrs. I am very happy w/​my local store. I can’t always afford what I want when I want it, but it’s quality gear when I can. Good sales, incentives, and return policies. REI stands out in their field, and I believe they always will.
Personable employees goes a very long way with me. I like customer service that is helpful but not overbearing and intrusive. Friendly and encouraging seems to be the order of the day, and employees have good general knowledge — not just about products, but also about the outdoor lifestyle. In other words, it not «just a job» for them. Respect. I could only have a brief conversation w/​the cashier I checked out w/​this morning but in that short time there was an exchange about similar goals and life changes. Healthy food choices and personal determination/​goals to regain health after serious challenges is what I am all about, and it was so nice to make that connection and see someone else doing the same. I appreciate that employees are able to discuss not only their experiences w/​hikes, camping, and various sports when it’s easy for them, but also when they have had to overcome similar physical limitations to what I have. (Me: Systemic Lupus, Fibromyalgia, Raynaud’s Syndrome, dysautonomia, and a heart condition — try planning hikes with all that going on. lol) That brief moment this morning was motivating. It’s always good to know you’re not alone in a fight. Love that REI employees love what they do realistically. You’ll make more sales w/​that level of honesty. Keep it up. Thanks Christina. See you again. :-)

Finally came to my senses and stopped by a REI here in SoCal and it did not disappoint. I lived in the Bay Area for years and I always stopped by my local REI for essentials. This REI was the same useful and friendly place that I had come to love. The staff was really helpful in assisting me with finding my item. The fitting rooms were pretty large as well. Their website was true with what they had in stock. The website listed some pants I wanted that were in stock and sure enough they had them in stock here. Once I came to the end of my purchase the cashiers were really friendly with me and with each other. I can really tell it is a fun environmental for these employees as well. I wont’ let a little distance come between me and another REI again. i just wish they had an REI closer to where I live. Until then, I will continue to visit this REI again.

I LOVE REI. I have been a member for 27 years. REI employees share your passion for the outdoors, and customer service is phenomenal.
Pros
— REI memership is $ 20. That membership is a one time fee and is good for life.
— Membership is optional but gives you 10% back annually on full priced items, discounts on services and special coupons throughout the year
— Outstanding customer service and return policy
— They cater to so many sports and other outdoor activities, such as camping
— Employees also participate in your activities, so they know the activity requirements and gear very well
Cons
— Wish there were more locations. You might have to drive a little further, but it’s worth it
— REI doesn’t price match, but as a member, you do get a 10% annual dividend on full price items
Can’t say enough good things about REI! Rancho is a great location, and employees treat you like a friend.

I attended my first members only clearance sale which are held semi monthly to quarterly at each location. The sale takes place before store hours and there are some significant savings.
I arrived before 7:00 am and there was a large line just to get colored wristbands. The four different color wristbands are for 15 minutes of shopping and the groups are randomly chosen. As long as you receive a wristband you really don’t have to arrive early. The sale for members started at 7:45 and lasted until 9:20 for members. I ended up in the third group but still scored on Merrell hiking boots, sandals, and hiking shorts. You’ll find just about everything from kayaks, bikes, clothing, backpacks, lots of shoes, tents and plenty of additional outdoor paraphernalia.
This sale was for members only and if you partiscipate they’ll charge you the one time life time fee at register but the sale was open to the public after 9:30 am. See you at the next clearance sale!