REI

Reviews

• GS

  Gabriela Schönwetter

  2 days ago
  1.0
  As a loyal REI customer of more than 11 years, I am deeply disappointed by the continued decline in the standards of the Alpharetta store. During my recent visit, there were no sales associates available on the floor. Several employees were present but engaged in conversation with one another rather than assisting customers. The store appeared disorganized and poorly maintained, with no apparent system to the presentation of merchandise. While searching for rain jackets, I found the apparel area confusing and inconsistent, lacking the thoughtful layout and clarity REI was once known for. The fitting rooms were closed, and, as has become typical at this location, no staff members were available to provide access or assistance. I needed a pant a jacket and shoes. I will buy this elsewhere. Overall, the Alpharetta store feels overly commercial and impersonal, losing the knowledgeable, service-oriented character that long set REI apart from other retailers. It is disappointing to see such a respected brand diminish in both organization and customer service quality. Not pet friendly is also a no go for an outdoor company.
• SC

  Sarah Chico

  Oct 13, 2025
  5.0
  Anthony at the bike shop was super helpful and nice!
• NR

  Nancy Rice

  Sep 26, 2025
  5.0
  Drew, an REI worker in the shoe department, was very professional helping me get fitted and knows the shoe brand lines well and even the size variations between brands. I tried on 5 pairs of shoes and bought the one Drew suggested, a shoe that I wouldn't have thought of on my own. This is why I shop at REI, for personal service and the ability to try things on. I could have ordered my shoes online, but the instore shopping experience and customer service at this REI is valuable. Got $19 off using my member dividend.
• TB

  Tyler B

  Sep 11, 2025
  1.0
  I've been shopping at REI since they started, around 2012-2013. I frequently bought items both online and in-store over the years, and I finally opened an account in 2019. Recently, I returned a pair of weatherproof hiking boots. I selected these boots specifically because of their weatherproof feature, so I was well aware of this aspect when purchasing them. I returned them, knowing I had every right to do so, as I simply didn’t like them. Their return policy states that members can return items within a year. When I went to return the boots, the cashier asked why I wanted to return them. I explained that they were too hot and uncomfortable for long-distance wear. After that, she had to call the manager because I wanted cash for the return, and my account had been closed. The manager also asked for my reason for the return, which was understandable given that they needed to ensure a valid reason. I repeated my explanation about the discomfort and how I felt a different brand might suit me better. Suddenly, the female cashier who had helped me earlier chimed in, speaking loudly behind the manager, "You do know these are weatherproof, right?" I felt insulted and disrespected by her comment, as if I were ignorant. I replied, “Yes, I know that.” The manager then turned to me and said, “Remember this word: ‘helpful.’ she is helpful ” He mentioned he had worked with her for a while and knew her well, but I felt that didn’t matter; As I was getting ready to leave the store, he said to me once more, “helpful, It’s helpful.” Having served in the military myself, I understand the importance of respect and professionalism. If I were in the manager's shoes, I would focus on creating a positive interaction with the customer. A simple solution could have been to suggest other brands that might be more comfortable. It would have shown a better understanding of customer service. I get that managers have to support their staff, but there are countless ways to do that without putting customers down. You’re not being paid to insult customers, so adopting a service-minded approach is crucial. I’ve returned only a few things in my ten-plus years with REI, and I’ve never had a bad experience until now. Just last week, a different staff member was far more helpful than this manager. I can not say they have bad customer service because some are helpful. I will give them credit for that, and this is my first review ever.
• DK

  Deez Knots

  Aug 22, 2025
  5.0
  The employees are very helpful and friendly. Especially Barbi in the campaign section. Helped me find exactly what I needed.