I buy a fair amount of merchandise from REI, and I generally like the products. In all cases I had to do my research online, and often order online. This location has absolutely no customer service! When you pick up an item you have to wait in line quite a bit. If you need to return an item, prepare to spend half an hour or more waiting in line, while various store employees walk by, pretending the customer does not exists. This is very inconsiderate to the customers who effectively pay their salaries. read more

Negative stars!! Came in to get a runner's arm wallet or shoe wallet. Didn't know where it was. I wandered around looking for someone to point me in the right direction. The only people I saw was a couple looking at sunglasses in a glass case and they too were looking around b/c they've decided on ones they want but there was no one to get them from behind the case. I find a guy way in the back and go "excuse me, can you--" Him: "hold on a sec" He was looking at a product when I approach him and doesn't break his gaze from whatever he's looking at to acknowledge me. Me: "mmmkay...?" Stood there awkwardly for a few seconds. Him: "yeah?" Rude. Me: "I need a Nike shoe wallet or arm wallet, can you tell me where to find it?" Him: "ummm...yeah....it's where the water bottles are. Gimme a sec and I can meet you there to help you." MEET ME WHERE?!? By the water bottles?! Then tell me where the water bottles are! Oh, they're by the arm and shoe wallets you say?! I mean JESUS!!! I just asked where a location was in the store and he told me to meet him there and then he'll tell me. The conversation in my view basically went like this: Me: "where are the shoe or arm wallets?" Him: "it's where the shoe and arm wallets are" I thanked him and promptly left the store. read more

Half the fun of setting some new goal for yourself is buying the gear to help you accomplish said goal. So while I have not yet climbed Mt Everest or hit any class 5 whitewater rapids, REI has made some money off me and my dreams. In return, I have cool hiking shoes and a hat that makes me feel like an Australian tour guide. Also, REI has the best jackets. Screw North Face. I have an REI polartech jacket that is the most comfortable thing I have ever worn and has been through many winter nights. read more

While REI doesn't have great discounts, they have an extensive amount of quality products for camping, hiking, biking, or any other outdoor activity you may enjoy. As a member, you can also get 10% back on every full-price item you purchase here! The staff is extremely knowledgeable, and if they can't offer you the best advice, they'll tell you where to go to get it. For instance, my wife and I stopped in this weekend to look for running shoes for the half-marathon we'll be doing next year. The guy that assisted us let us know what to look for in running shoes, and when he was unsure of how to fit my wife, referred us to Texas Running Company, which was right next door. I love the atmosphere at REI and the knowledgeability of the staff and the variety of goods they offer. I'll always be a loyal REI member! read more

The store employees, while I am sure acting upon their manager's suggestion, are way too pushy with the REI memberships. I stepped foot into an REI for the first time last week, to purchase an ipod armpband for jogging. After circling for about 15 minutes trying to find someone on the floor to ask for help, a nice person helped me and showed me where the armbands were. She then proceeded to explain the REI membership program. I decided that since it was my first time in the store, the investment was not for me. I felt the speech was a little long and a little too much, but went to the register as I was in a hurry to get to the gym with my new armband. At the register I was asked for my REI membership information, I said I did not have it because I was not a member. I got the entire speech again! I explained why the membership was not for me at the moment, and he continued! It really turned me off of this store. I understand they feel it is a great value, and if I shopped there more I may feel the same way. I don't think I will be shopping there again though, because my experience was very annoying. read more

I went in on a Thursday a couple weeks ago, just one day before the big anniversary event. I knew the anniversary sale madness was about to set in but I was planning a big trip and I needed a good, reliable overnight pack. I wanted to walk in, buy an Osprey Ariel 65, and be done with it. But then I met Don. Even though he was clearly overwhelmed with customers, he showed the kind of attentiveness and patience that are hard to find in people who regularly deal with the public. While handling three different customers simultaneously, he taught me how to pack my pack, adjust it, and showed what to look for in terms of fit and comfort. He fitted me for an Osprey but also politely suggested that the Osprey wasn't the right pack for my body shape - the second I put on his choice, a Deuter pack, I knew he was right. Moments later I walked out with the RIGHT backpack for me, and an REI membership, and a new loyalty to REI. Don does more than sell backpacks, he connects and he educates. He is an incredible asset to REI and to all customers lucky enough to run into him. Don, thank you again!!! I love my new backpack! read more

I was really excited for an outdoor adventure school trip we booked in July. Unfortunately, due to the floods we had to cancel. While REI was quick to cancel, getting a refund has been a nightmare. They say they can't track how classes are paid for so it's up to me to come in store or give the card number I paid with. The receipt doesn't show this. Super frustrating experience trying to get back $180 when there is a waterway ban so cancelling had to occur. Quick to charge me but can't seem to figure out how to refund my money. read more

Waited five minutes to be helped. Once I was, the person in shoes split time between me and someone else. Another employee did nothing. Rather than call for help, I waited another ten minutes to be further helped. Manager simply said have a nice day to my complaint. Bye business read more

Let me state the obvious right away: this is an EXPENSIVE store. You're going to spend a little extra money here. For their apparel, I tend to even balk at the clearance prices. However, I love this store and it's starting to become my home away from home like Academy is. While I'm still warming up to the idea of spending that much money on things, I do appreciate a few things: -Service. The employees have always been thorough, patient, and knowledgeable. -Quality. Been happy with all my purchases/rentals, including two approximately 1000$ bikes, tri gear, garmin, and tent rental. -Membership/Return policy. You get some money back on non-clearance items (dividends), and they will take stuff back no questions asked. Haven't had to use it yet, but I appreciate the policy. I'll probably stick with academy for regular workout gear, but anything I needed good quality (bike equipment, tri racing stuff, camping stuff), I'll be here. read more

I love REI for everything outdoor activities related. There is just about everything you can need or want. Prices are a bit steep; but, you cannot beat the quality and selection in Austin. We've purchased many items over the years, bikes, tents, clothing and gear for hiking, biking, running and camping. We have never been dissappointed the quality. I like their reward program, with reminders to use the credit at the end of the year. They don't send you a bunch of mailings. The checkout counter is efficient. A big plus is they carry small athletic clothing to fit slim, petite women. read more

The service here is great. Rarely do you shop someplace where the employees are so knowledgeable about the products and have actually used many of them. They are also very helpful and I usually have several coming up to offer to help me. I would say get the $20 membership. It is SO worth it for the return policies, the access to the garage sales, the rebates, and the special sales prices. I am taking one star off because their regular prices are pretty high but if you wait to buy until they are having sales, they are pretty decent. read more

Usually the store associates are knowledgeable and friendly, and the service is good if not notable... As a matter of fact, service and integrity are spouted regularly in their docs: * "We serve others with expertise and enthusiasm. At REI, our work environment encourages service to our customers and co-workers. Working at REI is about helping each customer get the most out of his or her outdoor adventure." * "Doing the right thing is a way of life here." As we were wandering the store, we came upon the bicycles, and my five year old daughter - the timid one, grasped a handle grip, and tentatively stepped her foot on to a pedal - not in a way to get on the bicycle, but in more of a "feel out the height" way. As my wife was moving her along (we were on our way out,) an REI Associate standing across the aisle literally yelled at them - "NO! GET HER OFF!" I was stunned. My wife, well, she is the Mother Bear, and told the associate she wasn't on the bike, and there was no reason to snap... "GET HER OFF" was the reply, which she had already done. So, the Mrs then proceeds to tell the associate that that's "really not good salesperson behavior" - to which the person with the name badge that accurately and ironically read "NO MERCY MARY" replied: "YOU'RE NOT A GOOD CUSTOMER!!" I was done with this company at that moment, but I had to get her name and see her name badge. I had to tell this service crippled individual that this was not acceptable. I did, and then we left. When we got outside, two different families apologized to us... "That was totally unacceptable, are you ok?..." "I've never seen anyone act like that to a customer..." We shrugged it off as I feverishly took notes for this post... read more

I had a great experience with REI. I came in to buy a bike and they were extremely thorough and focused in their attempts to help me make the right purchase. I spent more than I had planned but I am positive I made the right choice after riding multiple bikes and having the bike mechanic watch and give feedback. I now have a bike I am so proud of and have taken on several big rides. The small things they pointed out really have made a big difference in my overall experience so far and help me to see a bigger future in the sport. I am very thankful for the experience at REI and they helped me to find multiple items on clearance that I wouldn't have found on my own. I don't think I will buy my accessories at Amazon either because the extra knowledge and experience that they have saves me a lot of hassle down the road. Thanks Kenny and REI! read more

In the running for my favorite store in Austin. I seriously come here to reward myself for completing something that was difficult or tedious. Like most people that come to REI I'm someone that flirts with the idea of going camping without actually camping. At the same time, I adore small flashlights, pliers that fold up into a knife/screwdriver/saw blade, and other sorts of survive-the-zombie-apocalypse type materials. Cons: * Expensive. Sign up for their club, get discounts, its still not as cheap if you buy online or used. They have a yearly garage sale type thing that is really the only time to buy if you're trying to do things on a budget. Pros: * Great service, knowledgeable staff, big selection of all sorts of crazy cool stuff. * Good return policy - I don't mind paying extra for quality stuff because I know I can almost always bring it back if it fails. read more

Great store, great selection, great price. Cool Staff! I love that this is so close to the Whole Foods, too. I frequently see people shuffle back and forth between that hill in the parking lots! We get cool things for the dogs at this location! The camping aisle is our favorite. The prices can seem high but not when you get on your app and price compare. You will be surprised! They also offer a nice stashed selection of Keen's, Teva's, Dansko's, and other awesome outdoor footwear! And if you feel inspired by your surroundings to take a hike in there, you can always bolt it up the stairs, like I do! read more

You can't sell me something with a lifetime 100% satisfaction guarantee, and then go back on it. I've been convinced to buy things by REI floor people at this location, because of this guarantee. They don't honor returns that are over a year old anymore, even though you bought them with the agreement that you had a lifetime guarantee. This is so lame, and super dishonest! Everything you can buy at REI you can buy for 10-20% cheaper on the internet. Go there, try some things out, and then do yourself a favor and save some money buying online. I was a long time customer here, but no longer. Also- why am I ranting on the internet? ahhhhhhhhhhhh read more

I love going here. They have the greatest selection of outdoor stuff. The clothing is the best, the greatest selection of North Face items and Columbia. I always get my jackets from here. I would recommend no other store for your North Face needs. The employees here are so friendly and always willing to lend a helping hand. I would recommend no other store for your outdoor needs and I think everyone who shops here should be an REI member! read more

Always enjoy their quality products when I need them. I have been a valued customer with them since 1989. No matter if I have shopped with them from Fairbanks, Alaska to Austin, Texas.. the service and knowledge of the REI Staff has always been up to date and on par with the industry. I specifically like how Mike? was able to connect my two accounts I mistakenly had opened, right there at the register...(I was listed under 2 addresses) Overall, REI may be pricey on some items, but you cannot replace their care for customers, their education of the equipment/outdoors, and the ability to have IN store what is report on their website online. Thanks again REI. read more

Just got back from my first REI experience. The employees were fantastic at this location, absolutely fantastic. I was exchanging a gifted shirt for some gear for a trip to Kenya. First off, the woman at the register was incredibly friendly and helpful, and when I mentioned that my brother was a member but I didn't know his number, she just asked for his name and address, so I got their lower prices and he got 10% back! I also didn't have a receipt, and they let me exchange the shirt anyways-- thank you! Then there was one of the employees who helped me find stuff for my trip. His name is Matt, so if you're this dude's boss, he deserves a freaking raise or paid vacation or high five or something. He gave me some excellent advice on clothing and gear for my trip (example: wool socks! I had no idea wool socks were better than cotton for this kind of trip), and helped me find everything I needed in the store. He seemed genuinely interested in helping me, and I know these guys aren't being paid commission, so I was very impressed. He also mentioned the big garage sale they were about to have, where members can buy gear at ridiculously discounted prices. I ended up buying more gear at REI than I would under regular circumstances, but with the great advice and help I received, I knew I was making the right choice. Thanks, and keep up the great work. read more

Love shopping here. They aren't the cheapest but the quality is good. People are super helpful and super friendly. I've ordered items and picked up curbside which they did a great job with. I've also had to go into the store to do a return. I felt very safe. Everyone was wearing masks and the restrooms were closed for a deep cleaning. I feel like they're doing a great job. read more

I was sad to see the poor reviews for this location this past month. This particular store is the location that made me fall in love with this company. They have always been super helpful in every department, as long as there is actually someone to help. I've had to wait a few minutes before, but I understand some people have in depth questions about the gear they are planning to purchase -- I have not been an exception to this rule. When I bought my first large hiking pack, the rep probably helped me for 15 minutes, and when I went to get shoes that same day a guy helped me try on at least 10 pairs of boots without a word of complaint, or any kind of attitude for that matter. I often see a couple of people who have helped me shop at some point every time I shop here. I haven't been to this location in about 3 months as I have moved farther south and normally go to the one on Lamar now. But I find it hard to believe that the store has tanked, they are fantastic employees. I also definitely recommend the co-op. Get coupons, an online record of your purchases so they never need reciepts for returns *which they guarantee 100%*, AND 10% back the next year. Not to mention they have their garage sale a coupke of times a year and that's always fuuuun. read more

They tell you that you can return and or exchange something but I bought a water bottle with a broken cap and tried to exchange it and they told me I had to buy a membership in order to be able to return and or exchange. I say FALSE ADVERTISEMENT. If I could give them negative stars I would. read more

I absolutely LOVE REI. I am a Seattle Native, and this is a local Seattle staple. I was so excited to see Austin had a location near me. This is a smaller sized - 1 floor REI, no climbing walls here, but they have all the basic essentials you could need. Clean, and well laid out. The store also has specialists in the shoe area, and after being here several times I have never had issues finding someone to help me answer questions. The service is always great. Someone even today helped hold my stuff while I ran to get a car so I wouldn't let the alarms by the door go off. Plenty of parking outside, you only need to battle the line of cars to and from Whole Foods to make it. I always just stay parked in REI and walk over to Whole Foods after. If you shop here frequently DEFINITELY get a membership card, the upfront cost of $20 quickly pays itself off. The dividends and coupons are fantastic. read more

REI, oh how I love thee. If it were up to me all companies would offer a lifetime satisfaction guaranty. Let me tell you why. 1. It forces REI to only carry products they firmly stand behind. They know that if it's a cruddy piece of junk people are going to return it and they will lose money! 2. It's great for people who are tough on their gear. I tend to break, bend, tear or otherwise destroy just about all but the toughest gear. While I have broken some REI gear, I have always had a good buying experience. 3. When it comes to spending $100+ on a piece of gear I have commitment issues. Often times this keeps me from getting something I think I want because I'm just not 100% sure I want to commit to that particular item for the rest of my life. Most of the time (over 90%) I love whatever it is and keep it, but I sure love knowing I can take it back if I find something better. In addition to the amazing guaranty REI has incredible selection, outstanding and knowledgeable staff, tons of classes sports adventures to go on and a cool atmosphere. I always end up spending twice as long as I intended wandering around inside the store. If you haven't been here you MUST check it out. If you haven't bought something here, DO IT! Today! read more

If you even remotely like doing outdoor stuff just go ahead and get the membership. If you don't, what are you doing away from your TV? The membership more than pays for itself. I had a pair of $150 hiking shoes falling apart past the manufacturer's warranty and REI just replaced it no questions asked. read more

information is out of date. REI does not require masks, many of their staff do not wear masks, they are not practicing social distancing. I was approached very close by an unmasked staff person to see if I needed help. If I want help I will seek out a masked staff person and ask for it. When I complained to customer service about it, I got a bunch of 'blah-blah CDC said we could so our butts are covered'. After some back and forth, they recommended curbside or online shopping and said they would forward my complaints to the store. I have been an REI customer since back in the day when they had good prices. Not anymore. Since I cannot go into a store and check out the merchandise first hand without being harassed, I'll take their suggestion to shop online, somewhere else with better prices for the same exact products read more

This location was disappointing, especially since the S. Lamar location is head & shoulders better and not to mention other locations across the country. I needed some additional socks for my Topo Running Shoes and tried to ask the three employees in the footwear department where I could find them. The department seemed busy but I did not have an opportunity to even speak with anyone. After meandering through the aisles aimlessly, I did find what I was looking for. I did find some good running gear on clearance. Two female employees were rearranging the shelves, again, no acknowledgement whatsoever. Went to pay for the merchandise and the cashier, after putting his smartphone away, rang me up. No greeting but he did ask if I'd like to pay for the REI membership. All in all, I got what I needed but considering how great the reviews are of this location, I expected a lot more. Definitely underwhelmed. read more

Ok, I get lots of warm fuzzies here. I love that your chances of getting someone who knows what they're talking about is extremely high. I love that the quality of the gear is very good, and can always be returned if it doesn't work for you. I love that REI opens its doors to non-profits to use its conference room/facilities If any stars need be lost it would be price...but this is more of an Outdoor industry problem than just an REI problem. I bought a $45 pair of merino undies...that rock! but are still put together some schlub in China. I also love that they offer benefits to part-time/full-time employees. Go Co-Op. read more

I always enjoy going to REI. I am also a member, which means I get an annual dividend from them. They are a little more expensive than what you may get elsewhere, but can be totally worth it. The following example is an epitome of this. Recently I bought a tent from the REI outlet site. The day after it arrived, I showed the site about it to a friend of mine where I noticed that the price had dropped by $24. I called the REI outlet customer service line. They said that I needed to return it to the store or via mail to them, where it would be sent back and I would need to repurchase it online at the lower price. Yes, sending the tent back just to get the same tent returned for less. WTH? Anyway, I took the tent to this REI store yesterday and explained the situation. Instead of doing what the outlet customer service said, the REI team member handled the transaction on the spot, gave me the appropriate refund, and I left with the same tent. Huge kudos for this store for doing the right - and easiest - thing. I could not have been happier with the level of customer service provided at this store. read more

When I'm not in a thrift store hunting for good bargains and great fashion ideas... this is my favorite place to frequent. Whether it's window shopping, getting good gear ideas/info, perusing the clearance clothing (I'm a girl, what can I say... this is where I head first), or seeing what's on sale. REI is the place to be. Their mission is spot on, they stand behind being stewards of the environment, they have a program to introduce kids to the great outdoors, they give grants to outdoor/environmental organizations, you can check out informative workshops/classes on everything from ice climbing to bike maintenance. On top of all that, the sales personnel know their stuff (and if they don't, they will find someone who can help you). They've also got gear write-ups that can help you determine what gear you want and comparison shop while you are at it. Gear is pricey no matter how you look at it, unless you are shopping the sale racks or the outlets. I think it's fair to say they are a good middle of the road place to shop. If you are interested in checking them out. I especially recommend the Gateway store. Easy to find merchandise, well stocked, lots of gear to choose from, hands on fittings, and the sales staff welcome questions. No matter how much or little experience you have with what you are looking for... how corny you think it is... or how off the wall. They give good advice. Now, first things first. Put all this good information to the side... and go get a membership to REI (it's a co-op... meaning member owned). Last time I looked, it was a one time charge of $20. And, the benefits you get are pretty darn good: they waive deposits for rental equipment, you get special coupons for their store-wide sales, and since it's a co-op... at the end of the year, you get money back! For every purchase you make (as long as it's not on clearance or in the outlet), you get cash back. No joke. You also get to shop at the REI garage sales (held multiple times throughout the year). I hear this is the bomb for bargains! I've yet to check one out, I'm always busy on the weekend they have one. The short summary: if you love the outdoors... or just want to dabble outside. This store is the place to go. read more

I went to REI Gateway by the Arboretum to buy hiking shoes and water shoes and Stan was soooo helpful! He knew everything about the shoes and could speak from experience and gave me great advice to help me pick the perfect hiking shoes for me! I'm so so happy! Everyone else there was super friendly and helpful and nice too! But seriously...if you need shoes...ask Stan! And on a side note....I hardly ever review anyone or anywhere because in general I think people who post super positive reviews are likely to always post positive reviews, and the same with people who post negative reviews. I post no reviews at all unless someone really impresses me and Stan impressed me! read more

Well ok. So I walked into REI today looking for a couple of things. First of let me just say I wasn't dressed to go shopping, mater of fact I had just finished washing the jeep- soooo understandably I don't look like money is falling out of my pockets. This aside you would think it doesn't matter much. But when your looking for shoes one customer service rep completely ignored me. The second rep kind of helped but ended up ignoring me and speaking to another customer for a good while. So I gave up and left. Again I'm sure I wasn't dressed like the normal REI customer but really should not matter much. Ended up buying shoes from the store next door. So it wasn't a total loss. read more

I walked in the door aiming for the rear wall for some comfortable walking shoes for work. Along the way, I got caught in the women's section by all of the gorgeous tops, dresses, and capris. Katie! Eyes forward! Keep walking! I was immediately greeted by an employee who was attending to another customer in the shoe dept, and he let me know he'd be right with me. And he soon was. He brought me all of the shoes in all of the sizes and colors I needed. (It seems some brands' sizes are snugger than others). He asked if I was an REI member. I wasn't, but now I am because he explained all of the benefits to me while trying on shoes, and made it sound like an offer I couldn't refuse! I walked out an REI Member, with $110 shoes (they have much cheaper ones there, don't worry). And I'm extremely satisfied. read more

The staff member who was working with me in the backpacking pack area was very helpful. He said "howdy" to me. REI just owns--nice location.

REI is one of those stores where you go in looking for one thing and come out with two bags of stuff. Membership is worth it unless you only buy items on sale as they are not counted towards your rebate. Which is where the conundrum comes. The clothes aren't cheap, and honestly, they are made to last. It is truly a case of getting what you pay for as everything I have bought here has lasted much longer than my other clothes. However, if you wait long enough, EVERYTHING goes on sale and becomes affordable. I hate it when I walk in and see something I just bought at a much better price, but it's also the risk of sales. The staff is always super nice and I have had some great conversations with folks in the bike gear area. They know their stuff and aren't afraid to suggest products. read more

I love REI, but unfortunately everyone else in Austin does too. Very knowledgeable sales staff, but when they hang out the big sale sign, they need to staff up a bit more to handle the flood. One of the best return policies around - they take it back if you're not satisfied with the product, or it doesn't live up to your expectations. Great selection and all products I've bought have held up well. Parking is pretty bad, use the cinema lot around the back for overflow. read more

I love going to REI and just look at stuff. Things i want/ things I need/ things i will eventually get.. oh and of course thing i'm going to buy now. I love the garage sales! if you haven't gone; i would def. go early and stand in line! it's worth it!!! i picked up a bike rack here; for 40 bucks! works like a charm!!! read more

I love REI. Yeah, it's kinda expensive, but they have the best stuff, and lots of Patagonia, one of my favorite companies (Earth-friendly AND awesome, neat). I've bought lots of great stuff here, from clothes (awesome thermals for that two-week Texas winter) to an excellent BOB stroller (practically a battle stroller) and a Yakima bike rack for my car. Everything has always worked the way it was supposed to, and the one time it didn't, it was easy to return it. Just walking into this place makes you want to go out and do something adventurous. The workers are always super friendly too. Oh, and it's only $20 to join the co-op part, which will pay for itself in no time with discounts, owner sale days, and your annual dividend. read more

I love this store, I wish I could live at rei! So much quality gears for outdoors and so many helpful happy people too! read more

Huge selection of merchandise! Everything there was a bit pricey for me, but looked as though it was high-quality, I don't know, only time will tell I guess. My only real problem with this place, was that every time I stopped to look at something there was a sales associate asking if I needed help, and then quickly offering me the membership deal. Seriously, at least five times while I was there. It wasn't just that they offered it, it was that they offered it, then before I even had a chance to say that I'd think about it they were already doing their sales pitch. Even with that annoyance I know I'll be back. read more