REI

Reviews

• MC

  Matthew Chapman

  Aug 23, 2025
  2.0
  I am writing to formally express my extreme dissatisfaction with the service I received from one of your bike mechanics, Sam, at REI. My experience was so unprofessional and disappointing that I have already canceled the membership I purchased just last night, which I had joined specifically to access bike shop services like this. Sam’s conduct was completely unacceptable. He repeatedly talked over me, ignored what I was saying, and made no effort to listen to my concerns. This was especially frustrating considering that the bike shop manager I spoke with the night before clearly acknowledged the age and condition of my bike and assured me there would be no issue having it serviced. Instead of honoring that assurance, Sam treated me dismissively, made me feel disrespected, and left me without the support I was promised as a member. His lack of professionalism went beyond poor communication. His demeanor was careless, he showed no genuine interest in providing help, and his overall presentation—including poor personal hygiene—reflected very poorly on both him and the REI brand. I expect better from REI, a company that promotes itself as valuing its members and providing top-quality service. Unfortunately, my interaction with Sam was the exact opposite. It is unacceptable to be treated this way after paying for membership, and I am compelled to take my business elsewhere as a result. I strongly urge REI to evaluate how employees like Sam represent the company and to ensure that customers are treated with the respect and professionalism they deserve. ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ I had the pleasure of working with Ian Holmgren, the shop supervisor at REI, and I can honestly say he was outstanding. Ian was incredibly professional, attentive, and genuinely helpful throughout my entire experience. He went above and beyond to ensure I felt taken care of, and I truly appreciated the way he handled everything. If more employees at REI carried themselves with the same professionalism and customer-first attitude as Ian, I would still be a loyal customer. Unfortunately, my decision to stop giving REI my business has nothing to do with Ian—in fact, he’s the only bright spot in my experience—but rather is completely due to the unprofessional behavior of another employee, Sam. Ian deserves recognition for the way he represents REI. He’s the type of employee that keeps customers coming back, and I only wish the rest of the staff followed his example.
• JA

  Jason Albers

  Aug 19, 2025
  5.0
  Brad at the Des Moines REI is absolutely outstanding! He spent nearly 3 hours helping my wife find the right gear for her upcoming trip, patiently answering questions, explaining options, and making sure every piece was exactly what she needed. His knowledge, professionalism, and genuine care went above and beyond anything we expected. We left the store feeling completely confident and well-prepared thanks to him. I honestly can’t recommend Brad highly enough—if you’re shopping at REI Des Moines, ask for Brad!
• AH

  Alisa Habel

  Aug 19, 2025
  5.0
  I had a very special event coming up and Brad spent 3 hours making sure I had every single thing I needed. He was patient, kind, friendly, and honest. I don’t think I’ve ever had such good care!
• CC

  Chelty

  Jul 27, 2025
  2.0
  TL;DR: Do not travel to this location from out of this area if you're looking for assistance in buying shoes or equipment. Lovely store, but not enough employees to assist in the shoe department. Customers are forced to talk to an employee in order to obtain their shoe size and try them on. I watched one couple who were assisted and knew what shoes they wanted be forced to wait 10 minutes for the only employee in the shoe department to bring them their shoes to purchase as the single employee became distracted by other customers. I looked at the shoes, noticed the single employee was busy with this couple, and left for 10 minutes to complete the rest of my shopping. I came back to them waiting. I sat down to wait for assistance for approximately fifteen minutes before I gave up being approached. I am not impressed. Coming down the REI to look for hiking boots was not worth the 2 hour drive to West Des Moines. I would not recommend going here for equipment.
• CG

  Crucible Gym

  Jul 11, 2025
  5.0
  Getting my out of doors on!