The worst single customer service experience I've ever had. From the moment I called in the afternoon looking for butane, I was repeatedly hung up on. And the online system had problems that made it impossible to have it brought to my car. I have a medical issue and couldn't wait in line so I waited until the line disappeared before they closed and went in after there were people coming out so there was no line. The people at the door yelled at me saying they had to know what department I was going to. Then several people came around me saying there was a line at the front (there was not). Then they started harassing me for not having my mask above my nose (my issues prevent it). They swarmed around me like the authoritarian mob they are and started saying I had to leave. The manager asked me what my condition is, which is illegal. Then refused to serve me. I held the flimsy cloth mask in front of my nose out away from my nose where it did nothing just so I could breathe and get out of there. So they are discriminating based on health conditions at this location and are extremely repugnant people personality-wise. read more

I can't say enough good things about REI. The only reason that his is a 4 star review is because this particular store is a little smaller than others and doesn't always carry everything. Other than that what more can you ask for in an outdoor store? The staff knows their products well. The customer service level is very high allowing you to test equipment in the store as well as return items easily. Another big perk is when they have classes to teach you important points and provide information about different activities. The prices are a little higher than buying something from Target, but you typically get a lot quality for your money. read more

REI reminds me of an outfitter "Joe" would go to in the movie, "Joe versus the Volcano". If you haven't seen it and you like Tom Hanks, check it! Sorry. Tangent. Pretty much everything you need for the outdoors and traveling. From the gear you need for a day hike in Sonoma to a full fledged quit-your-job-travel-around-the-world extravaganza. If there is a zombie apocalypse, this should be in the top 3 first stops for you. Remember, head decapatation or full brain damage is all that will kill zombies. They're pretty resilient. The REI employees also vary. Some are extremely knowledgable. Others are somewhat annoyed by your Yuppie ass. But, they will all help you answer your outdoor question needs. Great return policy too. Become a member for dividends and deals. I've been a member since I was 15 and this company has always been a great resource for me. read more

Last week, Johnny at REI in Corte Madera fixed a minor issue on my sons bike right away and saved my week. Thank you!

Love this store! Always well-staffed with friendly people and keep super tidy, I feel very welcomed when I enter the doors. Any question I have is always answered thoroughly and any help finding a product is met with a detective's enthusiasm. Today I was on a quest to find a sturdy traveling bag for my summer travels. Since I will be using trains and other forms of mass transit for the parts of my journey outside of walking, I also needed something that offered security against pickpockets and could withstand some outdoor use. I found the perfect side bag that could hold an iPad, a cel, my passport, and wallet with a water bottle holder and room for souvenirs. It comes with built-in locks and a wire mesh foundation beneath the waterproof fabric that meet my needs. On sale from 99 to 85 bucks, I was very happy to be shown this product and purchased it. The experience was so delightful it insures I'll return for any of my traveling/outdoor needs. read more

We have been REI Co-op members for years and appreciate everything about REI. Most recently, I ordered 2 pairs of polarized sunglasses for my mom who was having eye problems and needed to return 1 pair. They offered me M & W when I could come in early before the general public since I haven't been in a store in a year. Their customer service is impeccable whether we are buying or returning, we are fans for life. read more

What a mess! Men's and women's clothing and footwear are all mixed together. Men's clothing area is limited in styles and types of clothing. Only four different men's bike jerseys. One employee told me they hired a bunch of new people who don't know where anything goes. Order online till they fix this. read more

I am a devout MEC follower (the Canadian equivalent) but the service was very good at REI and the prices are reasonable. There's the usual mix of trendy types who do not sweat, but there are sure signs of true crazed outdoors types, many of them salespeople. The selection was good, LOTS of season-appropriate gear, like tents and bags for the California weather. The only down side was that the service was slightly over-bearing...I like to browse, and I don't mind talking to salespeople, but seriously, my mom bought an $80 kite that she may never fly because the guy wouldn't let her walk out the door without it! I think somebody had too many energy gel packs for breakfast. read more

I love coming to this REI. It is big, expansive, organized, clean and always has the things I am looking for and more. Sometimes I leave with something I didn't think I needed, but love and have to have. The customer service is super friendly and helpful. I love them! It's one of the best places to get your skis and bike tuned as well. If you aren't an REI member, but love to be active and/or outdoors alot, this is your place. I strongly suggest you sign up for their free membership. I love get a dividend at the end of the year. read more

Took me a little time to find it: had to drive all the way around (the long way) before I found it. For your information, it is FACING the freeway... there, saved you some time. There's two floors and things are pretty well laid out. One of my biggest pet peeves is not being able to find something when I'm leisurely looking for something. For example, if I'm in a rush, I'll ask for help... otherwise, I tend to enjoy looking at things and slowly look for what I need because you never know what treasures you may come across. Which takes me to this REI: very friendly, they greeted me when I walked in and bid me farewell on my way out. The only reason I dinged them a star is because their prices seem a little higher than other REIs in the bay area (Berkeley and San Francisco) in their clearance section(s). Besides that, things are laid out in a logical way which makes finding what you need to pretty easy. All in all, good store, good experience. read more

I came here to purchase a bike for my son. We did our due dilligence and found the bike we wanted. We called the store to make sure they had it in stock and that it was assembled. We were told yes for both. We drove down from San Bruno and spoke to a representative that told us it is in stock but not assembled. They told us that they would have it ready by tomorrow morning. We informed the representative that we were told the bike was assembled and we drove up north specifically to get the bike and use it that day. The representative then expedited our request and our bike was ready within an hour. So, the experience started off shaky but good customer service to me also includes how representatives handle difficult situations. They handled this with care and we were able to enjoy the rest of our day. They also recommended an awesome trail accommodating to families and new riders. read more

I'm really surprised by the bad reviews of this REI location, but perhaps I just happened to come in on a good day. I was so pleased with my experience at this particular REI location that I even raved about it to a couple friends later in the day. I've also been to the locations in both San Carlos and San Francisco and at both locations, I wandered aimlessly without so much a hello let alone a "May I help you with any questions you might have?" At THIS location, however, not only was I greeted with that question within moments of stepping into a particular department, but the store associate (Connor, I believe - Thank you!) spent probably 10-15 minutes with me helping me to select appropriate gear and try it out. When I asked him "What is the difference between X and X?" he actually ANSWERED the question, demonstrating superb product knowledge. (During my other stores' experiences, the associate would literally read the packaging as I stood there and try to assess where the packaging description differed.) Moving onto other departments, I received the same courteous "May I help you?" from two other associates, found what I needed (in part based on their recommendations) and checked out. Regarding products, you pretty much know what to expect out of REI in with its prices, quality, selection...I haven't found much difference in the stores. But in terms of customer service, the manager at this particular store must be doing something amazing during the onboarding and training process - so to that manager, CHEERS to the friendly and knowledgeable staff you have on board! read more

Wow awful customer service..... I purchased a pair of ski pants from REI..... Little did I know that the label on the outside of the pants would ruin a brand new white puffer vest when the adhesive and ink from the label transferred onto my brand new vest staining it like a permanent marker. What is REI thinking? Who makes their clothes? So, I called REI got a manager and asked what they could do. They suggested I take it to a dry cleaners and see if they could get the stain out..... if that failed they would give me a 25. gift card to their store. Not to the Loft where I purchased the vest. What good does that do me? Their defective merchandise ruined a brand new (worn once) puffer vest that costs 79.50 at The Loft. And they will offer me 25.00. REALLY that is their idea of customer service. WOW. I will not buy anything from REI again . They have lost a good customer and I will tell my friends family and anyone I meet. I think their customer service and store managers fix a joke. I have never seen anything like this, dye and adhesive glue transferring from one garment to another by hanging next to each other in a closet. Not even a we're really sorry...... BAD service and lack of care and concern make it a no brainer.... never shop there. Disappointed at the lack of customer service and their idea of a remedy is just plain stupid. Anywhere else, like Macys, would have just bit the bullet and given the money to buy another vest. UPDATE they paid for dry cleaning and are willing now after 3 calls to corporate and 3 calls to store, to buy another vest for me .....problem is there are none avail. now so still stuck with a stained vest but they tried a bit. read more

Ok we have been members for awhile long live my time actually. Anyway I can usually find what I want and the return policy is ok. Lately I noticed customer service has been lagging. Also they aren't selling a lot of variety just their own brand. However after me complaining... today I went in and the service I received was Amazing. Big shout out to the shoe department, the gal stocking socks..the girl who greeted me who hunted and searched for answers to my myriad of questions. And the cashier too. Woohoo!!! Yay I was quite impressed these folks love their work have passion and want to help. So listen up CEOs of REI give staff incentives and treat them really well and u won't hear any complaints from members like me. ( can we say 40 years as a member me and my hubby?!!) read more

REIs are like doting Grandparents, it's really hard not to like them. This REI doesn't seem to have the same huge selection as the one in the city (although it is close), and they both don't carry more than 70% of what's online. A great solution is to find what you need online, and have it shipped to the store for free. I've been doing that for odds and ends, and it's saved me quite a bit in shipping fees. I'd review rei.com, but you probably already know what I think! read more

I won't buy online at REI any more. Told to return shoes that didn't fit to a store to save on shipping fees I was rudely told by the counter clerk not to buy shoes online and then return them as they had to throw them out. I've bought more than 10 pairs of Keen shoes all the same size. This pair was too small (pointed out on the Keen website, not the REI website). But I was still rudely criticized for my online purchase and return. Won't shop here. Won't buy online. Sorry REI, bad form. read more

I absolutely love REI, and the Corte madera store is my favorite! I have shopped at REI in Atlanta, raleigh, and Cary.... The Corte Madera store is my favorite. Great staff, and a fantastic return policy keep me coming back. read more

I love REI for the following reasons: Great selection, if it's outdoor (non-team) sports related they probably have it. Great service: I was in the Corte Madera store yesterday. The employees seem more like they are vacation rather than working. They are all smiling and friendly. The cashier greeted me and smiled both when I came in the store and when it was my turn to hand over my money. The floor people know their stuff and are very helpful. Return policy: Very fair. I bought a product that was defective. No problem. They had my info in the computer. I had a new one and out the door in no time. Classes: Some are fee based but there are many that you can go to that are free. Most are outfitters trying to sell a trip or a writer selling a book but that's cool. You don't have to buy the book. No pressure. Location: REIs are all over the bay area. If you are in the market for outdoor sports stuff try REI read more

Went in to try on trail running shoes. An older woman with a straight bob and gray/blonde hair came to help me, she asked what size I wanted, I told her around 7 1/2, if you don't have 7 1/2 you can try 7. She told me she would not bring me a 7 if I'm a 7 1/2. I thought she was joking at first, but she was not. She gave me such a hard time I finally told her to forget it, I would find them somewhere else. Won't be going back to that shoe section anytime soon. read more

This is a review of the "bike shop". If I could give 0 stars I would. Took a wheel in for a truing and since then have had 5 flat tires. They've looked at it several times and I still can't ride 100 yards without a flat. Always very nice and polite but clearly not competent. Worth paying more for a professional bike shop. read more

MATT SHIVERS IS THE WORST MANAGER OF REI! I have been a customer for 20 years and never been treated so disrespectfully or rudely by anyone! He should be fired and as a business owner myself, I have never fired anyone. I needed a larger size from a purchase one month ago-- he tried to keep me waiting and lectured me on why I shouldn't get a refund or exchange since they were worn! I know their policy is to try the shoe and if not satisfied return or exchange. read more

If you want great quality, high-end items that aren't available anywhere else...this is the place to shop. On the other hand, the quality is great, and everything that I have purchased there has been excellent. I've never tried returning anything, because I've never needed to. The Corte Madera location is helpful and knowledgeable which is what I need this time of year to get my Christmas shopping done. read more

Not the best REI store in the Bay. I only say that because their inventory is a little lacking. It's hard to find climbing equipment in the north bay, so you would think that this REI would attract a good market for it. I was disappointed that this store had an almost complete lack of a climbing section. Other than that the service and employees were great! read more

I recently attended the Banff Mountain Film Festival and during intermission REI was raffling off gifts. I was lucky enough to be the recipient of the Outdoor School class during the raffle drawing. Of course I misplaced the certificate and was bummed that didn't have a way to redeem my prize. I took a long shot thinking it couldn't hurt to call. I ended up speaking with a lady named Vanessa Powell and she got me in touch with Amber Miksza and Michael Beetham. Within 30 minutes I was sent an email asking me what class and date I would like to attend so they could help me redeem my certificate. All us outdoor enthusiasts know that REI isn't the only place to buy outdoor gear, but this is a perfect example of why we keep coming back to REI. The customers really do come first with the REI team. Their product knowledge, customer service and killer return policy are unparalleled across the industry. Vanessa, Amber, and Michael YOU ROCK!! Also here is a link to the classes they offer: http://www.rei.com/outdoorschool/160 read more

1. Kick-ass return policy (the shoes were a year-old and used, returned). 2. Helpful and knowledgeable. 3. Polite. 4. Shockingly low prices on bicycle services. 5. SHOCKINGLY LOW sale prices (seriously, show-up before they open). All in all, they're amazing. And this from a chain-corporation! Surprise surprise! read more

What's not to love about a store that sells quality outdoor products with an awesome satisfaction guarantee if something goes wrong or weird with the item. I love all the neat camping gear, snacks. and the outdoor clothes. My Dad and Mom also love to shop and browse here too. read more

The place to go for high quality stuff and well informed staff members. Always can count on this place for reliable rentals too. Appreciate the age diverse staff. read more

I've been to this REI plenty times and I have always found staff to be very knowledgeable and helpful. I went in to buy a pair of trail runners and the sales associate was very help full and helped my while I tried on various pairs of shoes. That's the thing I love about REI everyone there typically enjoy outdoor activities so they can usually talk to you about a product based on experience using the product that your about to buy for what ever adventure you are about to embark on! Besides they always have helpful workshops to discuss various items from how to do a tune up on your bike to scaling Mt. Everest! I would highly recommend going to REI if your seriouse about your next outdoor adventure!! read more

The staff is helpful, almost too helpful at times. Apparently I was suckered into a membership (still not sure if its required or not). However, they claim you get free lift tickets, among other things, so maybe the $15 membership will pay off down the road... read more

Terrible service was met with rude attitude and when I went into changing stall the employee gave me a dirty look for trying their products on. Would not shop their again. read more

Have used bike shop on three of my four bikes and they never fail to impress. Great staff. Very pleasant. Always try to teach me good bike maintenance and most importantly ...I feel my bike is in A1 safe condition for the 5k+ miles I put on it a year. Good job guys. and Thanks read more

Used gear sale!!! Cant beat REI with their return policy and how they recycle the used stuff. I happened to show up on Saturday morning as they were opening and got some amazing deals on some lightly used stuff and some even better deals on some damaged stuff that's easy enough to send away or fix my self. SWEET! read more

Greg found me in the rock climbing section, exuding fake confidence as I tried on climbing shoes, and in his clever way, offered to help me in a way that sounded more like "casual conversation in which I subtly impart knowledge to you", rather than "hey, chick in a dress, you obviously have know idea what you're looking for, let me help you". He was friendly and funny, and really took the time to make sure I not only had everything I needed, but also that I felt really good about the decisions he helped me make. He was sincere, charming, and had tons of helpful advice about what to buy today, what NOT to buy, and things to keep in mind as I got more into the sport and needed future gear. I can't thank him enough for making a shopping trip I was nervous about into a total pleasure. read more

This is not necessarily for the store but, for one employee in particular. Went in yesterday for a new pair of Chaco flip flops. Didn't see my size and asked an employee for help. Her name was Joyce and she was so amazing. She spent about a half hour with me explaining the importance of sizing shoes. How arch supports should work and having me try on various shoes to show me why. It is so rare to see someone go above and beyond in retail that I feel her awesomeness shouldn't go unnoticed. She seemed genuinely concerned with ensuring I get the best shoes for my feet and I really appriciate that! read more

Great customer service! They didn't have what I needed but offered a discount on a different item. I couldn't be happier with the cashier! So friendly and thoughtful who really made me appreciate REI! I'm a pretty frugal guy but when you add in the dividend, everything is much cheaper. I'm can confidently say I'm now a loyal REI customer!! read more

Generally I like REI, but I'm writing this review from the parking lot at 7:01 when they close at 7 and I knew exactly what I wanted and told the guy who blocked me so, and he told me tough. -2 stars for bad customer service and making me come back tomorrow just so he could get out of there on time. Fortunately, the Container Store a few doors down had a substitute for the travel item I wanted and they're open until 9. read more

Great to have an REI near. They have lots of great stuff, but sometimes don't have sufficient replacement parts for what you've already bought from them. For example, camping lantern mantles... They only stock two models and since they have no competitors, they have gotten slack and don't stock as much as they should. The staff is mostly cool, a couple are really pious, but that's to be expected in Marin. I wish they would expand their cycling gear section to upstairs and that would give them more space for equipment downstairs. Two or three times they have been out of stock of bike shorts!!! In Marin!!! Crazy!!! Seriously, at the foot of Mt. Tam where mountain biking was invented they don't have bike shorts!!! WTF!!! Could use a tad more Yakima items too, they only stock the basics. Still though, like the place and usually can get what I need. Thank goodness for Amazon though to fill in the blanks. UPDATE/ ADDENDUM: Went in for a shirt for my daughter and got acosted by one of their staff who fericiously tried to upsell us, and worse, get memberships for the whole family!!! She was pushing me to drop money for my 7 and 9 year olds!!! We walked out empty handed and a tad miffed. read more

A well oiled machine. In simple words, both sales floor and repair department work very well. If you add their impeccable customer service, it is worth five stars. read more

The best local place for outdoor and camping supplies. Sales people helpful but sometimes it's hard to find someone. Small but good selection of shoes. Shoe sales people seem to be knowledgeable. Back in the old days they were the only place to get outdoor clothing, but now there is a lot of competition and their prices are on the high side. I enjoy looking around the whole store and dreaming about all the activities I would like to do some day. Great customer service and it's easy to make returns. read more

I've been shopping at REI for what seems like my whole life. I've always appreciated the customer service and selection of gear they provide and they get the full four stars for that reason. The store in Corte Madera is no exception either. It has a friendly staff, convenient location and two floors for retail (so it's quite big). My only complaint about the brand and it's stores is price, plus the fact that it's become more and more of a retail clothing store over the years. That said... I still love shopping here. Don't miss the garage sales either because you're almost guaranteed to find a great bargain on something you want (it's amazing what people will return). read more