Always excellent customer service with vey helpful staff. Had a return that wasn't credited for and came to the establishment 30 minutes after they closed. Knocked on the door and Jon was a tremendous help. Eventually credited me for the return. Thanks Jon! I would recommend this business. read more

I had the worst experience at this store a couple of days ago. I had some upgrades done to a bike I purchased from another branch a couple of years ago. After the work was done there was still some noise in the chain and cassette (all new). So I decided to send it to this branch for a second look. The master tech had so much attitude he wasn't listening to what I had to say even after I sent him videos and also refused to communicate with the other tech who first worked on the bike. He even went to the extent to undermine the quality of my bike. Telling me my bike was had "105 groupset so I should expect that noise when it was clearly an Ultegra groupset" He further proceeded to do what he felt was the problem. Never even test rode the bike. I picked up the bike the next day and rode it with the same problem. I was very frustrated and will never buy or send a bike there again. I ride at least 7000 miles a year all year round and that is obviously not the place to send your bike if you are that passionate about the sport. The only thing I'll buy from there is an energy gel!! read more

REI is evil, pure and simple. I have spent WAAAY too much money here! Thanks to my outdoors-loving boyfriend and several visits to REI, I have officially become a "gear head". I no longer want new dresses, high heels and hand bags, all I want is hiking boots, safari pants and a "buff". I never even knew what a buff was until I started shopping at REI but it's sort of a scarf that protects your face and neck from sand and sun. I should mention, my obsession with this store came to a peak in part because of my preparation for a trip to Africa. I needed new gear for that. I also have been doing a lot of day hiking locally since the weather has been awesome the last few months. REI is your one-stop shop for all your outdoor needs. I actually do a lot more shopping on their website and with membership, you do get perks. It's worth the $20. You get a dividend at the end of the year to spend at the store. Because their stuff isn't cheap, you will quickly earn back that $20 in one purchase quite possibly. Anyway, back to this store location. The staff here is attentive and friendly. If they don't have the answer to your question, they find someone that will be able to answer it for you. There's plenty of staff on the floor in every department and even if it's busy, you can find someone to help you out. They do carry more items online than they do in the store, so be aware of that, but this store is still generally well-stocked. Shopping at REI is quite the experience. It's a fun one, but an expensive one. Just be prepared to walk out of there spending at a minimum, $200. It will just sneak up on you! Who knew shopping for Nalgene water bottles could be so much fun? read more

Was there this morning for a few stocking stuffers. I had not been here for a several months and was happy to see they were pretty well stocked so I found them and headed to the checkout. On the way we spotted one of the employees taking down the display tent and my son watched her for a bit. When she finished she asked if he wanted to help set up the new display tent. He helped Paige while she taught him the basics about tents. He was so happy when we left and I was impressed by how she managed to do her job and show a kid some kindness at the same time. read more

Horrible customer service combined with cruddy parking in traffic vortex hell of Baileys Crossroads = me going somewhere else. I went in there prepared to spend some cash on a coat, gloves, boots, etc. for a trip to Iceland. Walked out of there empty handed after navigating crowds, trying on stuff with no help, and having to beg a salesperson to sell me a $150 pair of boots and waiting about 10 mins before he brought them out for me to try on. Never going back. read more

We decided to try this location as it is slightly closer to us than the other one in the area. Found some items we liked and went to check out. After walking out to our car we realized the cashier had forgotten to ring us up for 2 yeti mugs ($25 a piece) and also overcharged us for the two yeti lids by another $10. We decided to be honest and go back in to let her know she made a mistake as we both feel like that was the right thing to do. Now, I work in customer service myself. If someone came all the way back in the store and was honest enough to say, hey look, you gave me $55+ dollars of free merchandise by mistake, I feel like- as the cashier- one would be very thankful and probably give the honest customer something nice in return to show a thanks. A sincere "wow, thank you for being so honest" would have even been enough for us. I mean, we were willing to pay for all the items obviously or we wouldn't have bought them! Instead, she voided out the original transaction- to hide her mistake- (she could have just rung up the two mugs with no problem as a new transaction) then re-rang everything up and then didn't honor the fact the the lids we purchased with the yeti mugs were in the wrong place and so were $5 more than we though for each. Instead she rang us up for the full amount for those as well, and all she said was "thanks for coming back in" and that was it. That's it??! As an REI club member, and someone who also works, again, in customer service, I would have been A) A lot more surprised that someone even had the honesty to come back when they could have made off with free stuff B) apologized for the error with more of a smile and given the customer some kind of discount and/or C) at least honored the mess-up on the incorrectly placed items from the first transaction to make your customer happy and satisfied. Instead, we felt disappointed leaving which is an odd feeling after usually having great service at other REI's. I don't think we'll be going back to that REI, it was just a strange feeling to not even get a sincere thank you for being honest or a show of thanks by at least giving us some kind of small discount for being honest. Yes, Meh. I've experienced better really sums up my experience, I think we will stick with the one in Tyson's Corner. read more

Hell. Yes. REI is the escape I need when I'm planning the escape I need. Its parking lot contains a disproportionate amount of Subarus and Volkswagens. A sea of station wagons. Roof racks as far as the eye can see, each ready to carry a carload a memories. This store, despite its unassuming layout, is full of fun things that make you yearn for simpler times. One trip, inspired only by the need to check bike helmet sizes, quickly begat the want--no, the NEED--to plan weeks-long trip to Kilimanjaro. Why? Because hiking. Because backing. Because camping. Because outdoors. read more

I should give this place one star as it sucks the money out of my wallet. I walk in and black out, only to come to to find my arms full of cool gear. Bought a bike rack here and the staff were extremely attentive, friendly, and helpful. To say I'll be going back is an understatement. I recommend going in with a list and swearing some sort of oath that you will only buy what is on it. If you don't, you might experience a black out yourself, one that costs you thousands of dollars. read more

Wow. REI no longer guarantees past a year! I feel like I'm breaking up with an old girlfriend. I have an MSR filter bought from REI 2-3 years ago. I've taken it on 3-4 trips and taken care of it. It failed on my last trip. I took it back to REI today to exchange it, and was told I couldn't. The whole reason I became a member and shop at REI was for the no questions asked return policy. For years I've been paying a lot more for stuff I can find cheaper online or at other places. This is two times in a row REI has failed to stand behind that guarantee for me. The first was for one of those Light my Fire spork things that snapped. They wouldn't exchange it because they said the color of the one that broke didn't match what was on my sales history. I've never bought one of those elsewhere, but no, stuck with the broken one. Now, on an expensive filter, taken care of and lightly used, I'm told, sorry you need to buy a new cartridge. Well, if there's no longer the security of the REI guarantee, why should I spend more at REI for just the one year of security that I can simply get with a manufacturer guarantee that I can find a lot cheaper elsewhere. This makes me sad. Just the other night I was talking with a family member who also cited the lifetime guarantee as the reason for choosing REI. It really does feel like breaking up with someone...same pit in my stomach, but there you go. It's a sad good-bye, REI. read more

Went to REI today and we received really exceptional service. It was probably clear that we went in there with a mission to buy something but we got a ton of attention from the sales rep who seemed like the most knowledgable one on the floor. They had the exact bike my boyfriend wanted plus all the fun extras he needed (water bottle holders, lights, seat, etc). He didn't pressure us to buy anything but gave really thorough explanations of when certain things would come in handy and what was the best value. I spent 30 minutes reading a trail running magazine and no one seemed annoyed by the fact that I didn't buy it. We also walked out with running shorts because the clothing selection was awesome -- too good to pass up. I perused the camping section for a bit and I know that when the time comes to purchase a tent / sleeping bag, I'll head to this store. I feel like every question you could possibly think of will be answered by true experts. The location is a little weird and can be hard to get to (you definitely need a car unlike the REI in college park where you can kind of metro...) but all in all it's a great store! Worth hitting up if you're ever in the neighborhood or need specific outdoor gear. read more

Horrible customer service. Empty store with three checkers and they made me walk back to customer service to do a simple exchange. Customer service reps kept stopping my transaction to talk about hockey. They were unable to remove a security sensor from a pair of sunglasses, which instigated a 15 minute search for someone who could. I'm a member and rei lover. This was the worst experience I've had across multiple stores and states. 10/10/2015 Carlin Springs Rd store in VA. FOLLOW UP: I have to go back (about an hour drive) because customer service did not remove two sensors from packaged long-johns. Not happy. read more

It is a pleasure to deal with staff that know what they are talking about in detail. I get almost all my shoes there as well as some clothing....all very functional. Their selection of gear like knives and flashlights is amazing. Other retailers could take a lesson from REI. read more

A solid 4. Note to those in charge: The employees at REI really make or break the store. In the Amazon age, where you can order anything you desire and have it on your doorstep in a matter of minutes, you really need to offer something more than the product itself at a mediocre price, in order to keep customers. We've been to this store twice. Both times, nearly every employee has been completely apathetic, consciously unhelpful. Today, we had one very nice person offer us assistance, which I actually needed. So 5 stars for this person. In every other section, I watched people slink away into back rooms, lean against doorways, hide in the shadows, walk past us silently.... Heeeeeeeeeeeeey REI, this is NOT going to get me to return to this store. Last time, I asked for help finding a particular category of clothing. This turned into me waiting for 20 minutes by the stock room doors, only to realize the person who had gone back to check had long ago given up and walked back into the general population in the store. WOW. The thing I dislike most about this store is the parking lot. Not only is it ridiculously crowded, broken down, and filled with ridiculous drivers [none of these things the explicit fault of REI, I understand], but the area in front of REI is FILTHY. There's probably 50 items of litter rotting in the parking lot immediately in front of REI, on the stairs, on the handicap access ramp, and even underneath the doors and windows of the store. It's GROSS. My 5-y-o even pointed it out. Geez Louise. Take some pride in your work and your place of employment! Last idea: Greet shoppers when they walk in the store. Particularly when there are more employees (standing around) than shoppers. read more

Came to stock up on items for an upcoming trip. Doodly was extremely helpful and very knowledgable about the products. He really did business the way business should be done. The prices here are high, but you won't find anything but quality gear here. You can't compare these items or the prives to Dicks or Walmart. I really appreciate the great customer service I got today at this location- hope to see you all on my next adventure! read more

Though the location is a little sketchy, if you're looking for outdoor gear, REI is definitely worth your time. My husband was looking for hiking boots. We first tried Hudson Trail Outfitters, and while the store has a good selection and some really unique items, the only sell up to size 13 shoe. This brought us to REI I have to give massive props to Ginger-he knew anything and everything in the shoe department. I mean, really an expert. He was so helpful! REI has a huge selection of bikes. They also sell gloves, camping tents, protein/power snacks, vests-you know, that kind of thing. The prices are steep (haha), but that is true of all outdoor stores. We decided not to purchase hiking boots here because Amazon offered better prices. But if REI had a sale, we're be in the check out line for sure. read more

I love, love, love this place. If this place sold pizza, burgers, and beer, then I really wouldn't need to shop anywhere else. Great selection of outdoor and casual gear/wear, friendly and helpful staff, and a great member/rewards program are some of my favorite things. In addition, the store's return policy is probably one of the best out there. One of the things that I rely heavily on REI for is their cycling gear. While I haven't had my bike serviced there (yet), the folks in the bike shop have been very helpful with getting gear and answering my questions. In addition, the bike gear selection is one of the better in the area (parts, clothing, etc.). Also, the store-brand Novara products are good, particularly if you're not looking to spend big bucks. Plus, you earn rebates on all of the cycling gear you buy. Make sure to join the REI Member's program when you're in there; you'll get an annual rebate, and you'll get discounts on classes, bike maintenance, and trips. OK, I'm gushing, so I'll stop... read more

The REI at Falls Church is the regional flagship store in the DMV area. Although it is not at a prime location as its Twinbrook Store on MD-355, the store uses its space optimally. Plus, I like this store the best since they are the only REI store in the region to carry extended Chrome products. If you are a sports or outdoors enthusiast like me, then this store is just for you. Great customer service and a store that's well stocked. read more

So REI is one of those companies that I think empowers their employees to do their job the way that it would have been done back when making a sale mattered. We went in to REI the other day to look at BOB strollers. We had read about them, seen videos, reviews but never actually pushed one. REI's prices online seemed to be competitive to what Amazon and other online retailers were pushing. The service was above and beyond what I had expected, and was so much so that I even went home and wrote a letter to corporate. The employee who helped us was one of the most knowledgeable retail employees I had ever met. The employees were 5 star performers, but the location and business gets 4 today! read more

I really like REI but this store's customer service needs some serious help. Since moving to the area I've been to this store almost every other week. Each time I'm still surprised at the low quality of service. The selection of gear and items is what I've come to expect. I was surprised at their fairly large bike section and gear. But two stars off for their service (which I think is tantamount to the whole experience). But alas, I will still be going back to REI (maybe the one in Fairfax more than this one even though this one is much more convenient). read more

When I walk in this place, i feel like a kid in a candy store. I want everything in it. Compared to EMS and Hudson Trail Outfitters, I think they have the widest selection of outdoor/sporting goods in the area. However, all good things come with a price. I don't even want to admit how much I've spent on camping gear and apparel in the last month shopping here. No regrets because I'm happy with my purchases, but I would suggest making a shopping list and sticking to it when you go. Last time I was here, a staff member mentioned their garage sales. Although I've never been, I'm interested in seeing if the prices are remarkably marked down from regular and even sale prices. I suppose I'll have to wait for their next event. The staff here are very friendly and knowledgeable. They patiently answered all my questions and left me feeling confident that I made the right purchases. And as far as parking, I never faced any issues but that might be because I always went near closing. Also, their closing time doesn't hold much weight. If you're already there, no one will kick you out. I've stayed almost 40 minutes passed closing without a problem. I really love this store and would highly recommend it to anyone who likes/loves outdoor activities. Just be careful because everything adds up when you're standing at the register...leaving you with a face like this :-/. read more

Have to say that the customer support at this shop is stellar. Over the years, they helped me sort through bear spray (for my BF's trip to Glacier NP), portable emergency cookstoves (for an especially irksome hurricane season), and today they sorted out a snag from a lost Hydroflask travel bottle lid. This is why brick-and-mortar stores with knowledgeable staff will always win out over online shopping. Thanks, Peter at REI, for reminding me why your corporate brand rocks. read more

I visited the store today (a Saturday, fyi), which was bustling, to make a return. Nothing wrong with my original purchase from there, I just found something that fit better. They had 5 associates rocking the cash registers. They were quick to ring customers up and limit our time in line. I appreciate that. More retail stores should use this REI's speedy checkout method. Nadeen processed my return and she was very friendly. read more

I came here a few months back looking to buy a cargo box. I explained to the salesman that I was unsure of what brand/size to purchase because I currently have a small car and was going to use it on the car at all times as a way to have more space. I wasn't sure if my car was going to fit in lower garages with it as well. Either that or I get a bigger vehicle and I won't be needing a cargo box. He was very nice and explained to me that I have 1 year to return it no questions asked unless if it gets damaged. He said if it turns out that I cannot fit in garages, if I get a bigger car and won't be needing it altogether, if I want a larger/smaller model, or if I simply don't want/need a box anymore, just return within 1 year undamaged. I ended up get a Thule box because it was the last day of their Thule sale. Now I come back only 3 months later wanting to return it and I explained what the previous salesman informed me from the beginning, which is why I decided to purchase it in the first place. An extremely unhappy and rude person name Chris denies the refund and says that I need a "VALID" reason, such as a defect in the product, and if the salesman told me that information from the beginning it was a lie. I have never had to have a "VALID" reason returning anything from any store. I had better experiences at Walmart, Target, Costco, Amazon, and even Ebay than here. If a "VALID" reason is needed for refunds then why don't they put that on their receipt and policy?! I'd rather purchase from other stores and Amazon than to come here and deal with CHRIS and their "VALID" reason BS. I spoke directly to customer service online and Linda informed me that there is no such policy that states I need any reason at all, let alone a "valid" reason, to return anything as long as the 1 year has not passed. Chris needs to change his attitude and be re-educated on this matter or REI should hire someone else to represent them better. Don't deal with people here, especially Chris. Call customer support directly for help. They are extremely nice and understanding and even offered me an e-card for the disappointing level of customer service at the store. read more

Over a 14 parties in one big, long, slow line for returns, sales, customer service, everything, and at least four flor attendants just mulling around. Man more checkouts!!!! read more

Ouch! It hurts to give this place 3 stars. I love, love, love to play at this store and I hear that they have one of the most lenient return policies. I find REI to be a little expensive and they are lacking severely in the men's running apparel dept. Otherwise, they have great selection to support a lot of other outdoor activities. Remember REI- it's not the size of the review that counts, it's what you do with it that matters. ;) read more

I HATE THIS PLACE!!! I spend too much money at REI :-( Not much different from any other REI, maybe a bit smaller than a few others. Very helpful staff, just not enough of them, but thats always the case at REI. Prices are competitive with most other stores of its ilk, but the real reason to go is their 100% satisfaction guarantee. i've got a pair of awful bike shorts from 2008, totally forgot about them after wearing them twice because they sucked and i didn't have an REI within driving distance. Just returned them after I found them and realised that I got them from REI. I try not to abuse the system, but it can be a bit difficult at times. Great place, watch out of parking. read more

The Good: Great customer service. I was looking for some snowboard gear and the person(I believe his name is Keith) who helped me gave me a good overview on what I should buy first and what I should hold off and buy later. I didn't feel any pressure to buy anything. When I am ready to purchase my snowboard gear, I will definitely buy it here! The Bad: Parking is a pain, and the stuff is a little pricey. Also, the selection of snowboard equipment is rather small. That being said, the customer service made up for the small selection. read more

This place has it all for the urban adventurer. While the garage sales are nice, the average sale is generally still higher priced because the gear is so specific. very friendly and knowledgeable staff. read more

Great store with great service with very professional staffs. I always go here for all my needs for outdoor activities.

I like this store. I feel calm in here despite the hot mess that is Leesburg Pike/strip mall heaven. The staff has always been helpful and friendly. We bought Husband's bike here and the associate was so great, we hoped to get him again the day we came to pick up the bike. He wasn't in, but we had other associates help us who were just as knowledgeable and friendly. It's not the biggest REI I've ever been to, but it had everything we wanted. Including astronaut neopolitan ice cream. Yum. read more

I came here to buy my first adult bicycle. Kathleen was my saleslady and she rocked! I had no idea what I was looking for or what I needed. All I had to offer her was 1. My budget 2. The kind of activities I hoped to do. She broke it down for me, made sure I understood each type and then helped me figure out which type of bike would best suit me. After we decided on that we moved onto a fit. We tried a few variations and eventually found one that was comfortable for me. After spending about 1 1/2 hours of her time she checked me out. She also gave me pamphlets on classes they offer related to bike repairs, how to ride a bike. Mountain biking 101 ex. It was great, I learned a lot and I love my bike. I referred my best friend to her about 2 months later, she spent the same amount of time with her and she was just as pleased with the results! Go ask for Kathleen! read more

Whatever you need for hiking, camping, canoeing, kayaking, rapelling, climbing or biking, they have a an ample selection. They have a wide selection of trail shoes or hiking boots, hiking or running/jogging socks. They also have a wide variety of backpacks, and camping/hiking accesories. One of my favorite things at this store are the convertible pants. They are made of a light synthetic material that breathes, and if you are too warm, you can zip off the legs. One important thing when buying these type of slacks is to make sure that the zippers on the slack's legs are well above the knee cap, otherwise they will drive you nuts. read more

I love the outdoors...so..I love REI. They have all the gizmos and gadgets one could ask for. I recently went in to look at some boots and their snowboarding gear. They have a great selection compared to other major brick and mortar sporting good stores, but not as good as an exclusive ski/snowboard shop. While looking around I got into looking at jackets and back packs and ended up buying a Dakine back pack. Regular price was $150, but I ended up paying $75. The staff was were friendly and knowledgable and were always willing to help. I recommend REI for any person looking for camping gear, snow gear, or anything outdoors. Pros: Good selections, friendly staff Cons: none Overall: Check it out if you are looking for outdoor gear. read more

Although when it gets busy, it does get tough getting someone to help you out, the couple people that have are very patient, knowledgeable and low-pressure. We went in there to look for bikes and despite a ton of questions and a lot of indecisiveness on our end, there was nothing that wasn't answered satisfactorily and opinions were shared without being pushy. We did not buy a bike here, but that was mainly due not finding the right one. I'll definitely go back. read more

This REI is good. It's nice because they keep it well stocked and they do a good job of making sure things never look picked over. They keep the store clean and organized which is nice. Sometimes it's a little hard to find help and often the customer service desk gets really backed up. They seem to have a very slow computer system. Membership is of course always key. I buy everything I can here because of the return policy. I wish the clothing for women was a little nicer. They have some decent quality stuff but I'm usually disappointed in fabric content and styling. I would think that a place like REI would focus more on natural fibers and less on the cheaper synthetic blends for their every-day-wear. I like this REI, but those are a few things that I would change to make me love it. read more

Although this location is a bit out of the way, I keep coming back here since I bought my bike here and the staff is very helpful. They are trained well and management seems to run a tight ship. My other favorite outdoor store is Hudson Trail Outfitters. I think REI sells a lot of brands of outdoor gear that you won't find the hard to find items. HTO seems a bit more focused. Prices here are a bit higher than the same item on Amazon, but they often have sales and lower prices for members. Parking is always crowded, and it's never easy trying to get your bike in or out of their doors. read more

What can I say, I love outdoorsy products. This REI is in a pretty good location, with free lot parking. It's not a huge store, but has decent selection of most items. I went and was fitted for an ultra-light pack here, and then went home and bought last year's model online on their website for much cheaper to pick up in store (that way it was free shipping). Per the store's recommendation I also bought the membership which saved me a good deal of money. I haven't had an issue with customer service as some of the others have. Sometimes I've had to wait a while in line to purchase an item but that's ok. I wasn't satisfied with their selection of swim goggles, and the ones that they did have were priced much higher than the Dick's Sporting Goods down the street. read more

Great place for gear. We are visiting from out of town but we use to Iive in the area years ago when it first opened. It hasn't changed much but the service was excellent. Vary friendly and helpful staff. I didn't walk out with anything because I was a bit disappointed in there collection of snowboarding pants. Otherwise I love REI store just wish they had one down South in FL where I live. read more

I brought my road bike into the bike shop late last night to have a couple minor repairs done. I had called ahead, fully expecting to have to make an appointment, but the lovely woman that answered the phone told me (after checking) that they could squeeze me if I brought it in right away. When I got there, the guy at the bike desk was amazing. I explained what I needed done (just a little handlebar rewrap and a stem replaced) and he took the bike right back. The guy who actually fixed my bike listened to my concern about some cables and then explained the problem to me. While I told him I would get the big job he described done later, when I picked up my bike 45 minutes later, he had come up with a little ingenious fix for the issue. The cost of the repair was VERY inexpensive and they were so friendly and helpful. I have never used their shop before, but I will never go anywhere else again and I plan on sending all my biking friends there. I highly recommend this shop if you're looking for friendly, helpful, knowledgeable people to get your bike back in perfect condition. read more

I am beyond IMPRESSED with the high level of customer service of this REI store! I came in on Labor Day weekend and despite the store being quite busy, I was helped by a very nice gentlemen in the bike section. I think he was servicing a bike when I asked him for help with a particular bike helmet, but he took the time to search the entire store for it. When they lacked the particular size and style I needed, he suggested another style and walked me through on finding the right fit! Now my noggin is safe and happy! I must give a personal shoutout to the store manager, Doug. He really went above and beyond to help me with a problem I had with an item I had purchased. Doug's awesome! MUCH APPRECIATED! THANKS AGAIN! read more