So in an attempt to give the company another chance I have been going to REI a decent amount lately. I've purchased goal zero product, some shoes for my children, a go pro 7 black with some accessories and even attempted to buy myself some shoes among other things. For the most part people have been decent. Honestly the service I've experienced lately is on a 5 star level. The return policy is almost as good as Costco's which is really good. There is one problem though. There is one guy who works there that I believe is in some sort of management (I could be wrong) and he makes me feel more unwelcome than I have ever felt in any store I've visited. This has been a common occurence happening 3+ times. I wanted to make sure he was not just having a bad day, so I would seek him out for help on an item i was interested in. I am not sure if the problem is just bad customer service vainly hidden by a fake smile or if it is personal. I was approached the first time we met looked up and down like I am stealing, talked to in a way that they are doing their job but also pushing me out the door. Yesterday I was even profiled and told to go to Sportsmans warehouse for hunting boots. Why? I'm not looking for hunting boots, I was looking for hiking boots made by a brand they carry. I have given REI a chance time and time again but at this point sadly it would take a big sale or a product I really need to have to get me back through the doors that I can only get there. Nameless salesman I'm not sure why I've gotten the treatment that I have but your message of my not being welcome there is received. Of course if REI would like to know who the salesman is I would answer. For the record if it were not for the nameless salesman I would have probably changed my rating to a 4 star rating. For those that think I am to harsh, you have to understand that I actually enjoy shopping for things that interest me. A bad salesman ruins your experience at a store the same as adding just 1 oz of poop to a batch of brownies. What would you rate the brownies if you knew there was just a small amount of poop within the pan of brownies. It only takes a little to ruin the whole batch. Personally I wouldn't eat them. Thank you for reading. I hope REI can turn things like this around. read more

I went to REI on request from my girlfriend to purchase new shoes for her. They didn't have her size, so they had to order them. While waiting, I found a couple of items for myself. She had given me $200 in gift cards for her shoes, and told me to use the rest if I found anything I wanted. She has an REI #. I was told I needed to get my own, for a cost of $20, but I would get 10% off on my purchases. At the register, I was told her shoes would have to be a separate order. They rang my order first, including the $20 membership. They did not apply a discount. Then they rang her order, applied the cards, and gave me $60+ back in cards, when they just could have applied it to my purchase. But I was in a hurry, and didn't even notice. I contacted customer service by email when I got home. I got two lackluster responses, both stating they'll refund my $20, in two werks or so. There was no offer of my returning to the store and applying the remaining gift cards. I'm not sure why everyone raves about their customer service. I found it lacking. I'll stick to Amazon. read more

I love this place. Staff super friendly and helpful. The return policy is great. I can just about get anything I need for excursions into the mountains. read more

REI has the best customer service! Dropped our bike off for service and it was the best service we've received . The gentleman who helped us was extremely knowledgeable and gave us tips, tricks, and more about trails, rides, and overall things to know about riding! He really took his time to go over in detail what our bike was needing and the price breakdown of what was our best alternative! Services and parts can definitely add up! From drop off to pick up, we've had the pleasure of having different employees help us and they were ALL extremely nice and helpful! read more

On the plus side, this is a store where they have been taking COVID precautions far more seriously than most businesses in this area. I don't feel like I have to rush in, minimize deep breathing, and rush out for the sake of reducing my exposure, since they do a good job of trying to maximize safety. My one issue (and it is a nerdy one) has to do with their map section. I collect maps (I have hundreds of them - good ones), and have purchased a number from REI in the past, but their map selection has, over the past year, been so darned stale, with very little new stock arriving. What they had when I visited today is pretty much what they had months ago (I think I saw one difference in their map inventory, which I have largely memorized overall). Plus, there are some good makers whose maps they used to carry but now do not (e.g. Redwood Hikes Press). It would make my trips there more worthwhile if their map section saw a bit of "sprucing up", with some new inventory at times. read more

My wife I went to REI to look for a windbreaker/raincoat to purchase. As I was browsing in the Men's next to a gentleman (white guy), one of the employee came up to us and directed her assistance to him. He responded that he was just browsing. She then turned and went away without offering her assistance to me. I thought it was awkward for her to do that but brushed it off. For fifteen to twenty minutes while I was still browsing, I noticed she managed to stay two steps behind me like a car salesman. Every time I turn towards her, she would pretend as if putting things back in order. I got the hint. Racist? Stereotyping? Thinking I probably can't afford it? Worst, maybe I was going to steal? Put yourself in my shoes, even if you are white. read more

Quite a store. Anything you need for hiking , biking, camping or just plain roughing it in the wilderness, this is the place.

Just bought a kid's mountain bike (second time in 3 days, long story) at REI. Ryan in cycling was incredibly helpful and nice and provided amazing customer service. Thanks, Ryan! read more

They were pretty well stocked. Nothing like the Berkeley REI-Staff didn't seem to know much about outdoors stuff.

This location typically has what I'm looking for, but usually seems understaffed with one, maybe two salesmen/women per floor. When I have questions about an item, associates usually pull it up on their computers and read the description to me. For example, I've been in the market for a lightweight soft-shell jacket and recently saw a rack full of Arc'Teryx Epsilon LT's. I asked an associate how the Epsilon compared to the Gamma LT (the one I'd researched), and she pulled out a handheld computer and just read the Epsilon's description. I was hoping for a response that would go beyond what I could quickly find myself. Kevin, the manager, is very friendly. We've had a few conversations now, and he really goes out of his way to make sure customers are getting items that fit their needs. All in all, when I go in looking for something, they usually have it, and the manager is great. I just wish they could add a few more floor staff. read more

We came to the Fresno REI in search of a backpack for a 3 day hike. Anne was a tremendous help!! She spent a considerable amount of time with us, patiently and thoroughly answering our numerous questions, and outfitting my husband with a very comfortable, affordable backpack. We left the store with a treasure of knowledge as well as resources to further our education through classes REI offers. read more

I've been an REI customer for a number of years and routinely shop at Bay Area and Southern California stores. This REI location is only 2-3 miles from my new home. From my point-of-view: A very good, but not incredible, selection of recreational equipment in a clean, upscale setting. Somewhat smaller than most REI stores. Most in-store items are priced at, or close to, full MSRP - but that's REI in general. The salespersons are mostly knowledgeable about the equipment in their respective areas - although I have occasionally overheard a bit of sales bull. Again, that's REI in general. You can find some very good sale prices on their website, but don't expect to find the items in stock at this store. However, you can have items shipped-to-store for free and there's a 100% return policy if it's not exactly what you were looking for. Customer service at this store REALLY needs some work. I went to pick up a ship-to-store item at 7:00 on a weeknight. There were almost 10 employees in the store. There was one cashier with two customers waiting in line. Another cashier was standing at a register going through paperwork with another store. After 15 minutes (no exaggeration), the first cashier was still serving the same customer, the other cashier was still on the phone and there were five new customers (each with a transaction) waiting in line. It goes without saying that I came back another day to pick up my item. One of the other customers put her item down and left the store. I've only been in this store a half-dozen times, but the service always seems sub-standard. read more

Had a great customer service experience yesterday while a friend and I were gearing up for a summer in the High Sierras. Rick was extremely knowledgeable and patient, not only did he have abundant answers to the onslaught of questions I kept throwing at him (practicality of this gear vs. that gear, product specifics, etc...seriously, as someone who works in customer service I was my own worst nightmare with the amount of questions I entered the store with) but was able to provide some great recommendations based on my needs for some badass gear with brands/models I hadn't previously considered and also helped with an online order for items not in stock at that location. He obviously knows his Recreation and Equipment (Yeah, I just said that, wow) and wasn't just telling me what I wanted to hear so I'd buy a product I ultimately wouldn't be happy with. I'll admit, I have had mixed experiences with the staff's product knowledge but left this time feeling great about my experience/purchases and amped to try out my new gear. Word of advice for those of you who feel finding staff to help you is difficult: Put yourself in a salesperson's shoes...with multiple guests in-store would you approach one who is looking at sporks or another who is browsing the sleeping bags? Peruse the bigger-ticket areas/items and they will come! read more

The 2 guys that work in the bike shop are amazingly helpful. I've brought 2 bikes in on separate occasions for tune ups. One of them took the time to show me how to change the brakes out as well as change a tube out . Very friendly and informative. read more

It saddens me to have to write this review. I have been a member for a long time now and I shop at REI religiously. However, I'm highly upset with the staff and the management at this location. Long story short purchased a day pack online with my dividened. Picked up the pack at the store and asked if I would use my 20% off coupon on the pack. I was told yes! Which is exactly what I wanted to hear. The staff member decided to cancel my online order so she could process it in the store. Then she proceeds to charge my debit card for the pack reassuring me that my dividend would be returned to my debit card. Which was not true! I called the store and asked for a manager and spoke to Jordan who seemed understanding. He stated that it would appear between 24-48 hrs. He also stated that he would follow up with me. So I waited a week. NOTHING. Went into the store and spoke to Jordan face to face. He then called up corporate and said that it my refund would show up through FedEx now by the end of the week. Waited yet again another week and surprise, surprise NOTHING. So now It has been 2 weeks and I still am waiting. I'm super disappointed. REI if are going to be company that states that their members make who you are and state that you care about us. Start by hiring managers that care. That follow up and that are empathetic to the errors their employees make! Also ensure that the team is properly trained incluiding the managers around basic transactional processes. This is ridiculous!! read more

We were going backpacking in Yosemite and my sister left some gear at home. We couldn't get there before closing but the manager told us to call when we got there and he let us in after hours to get what we needed! read more

Nice big store, well organized. They have a lot of specialized gear, mostly higher-end or at least priced as such. If I had one major complaint, it would be that they offer few if any bargain-minded choices. Customer service seems friendly. This is a great store for picking up last minute items, or checking them out first-hand. However, if you are on a budget and have some time you'll definitely save money by shopping online (saving $10 on a water filter, or $50 on a GPS, adds up quick). This REI also rents bear canisters, backpacks, trekking poles, tents and other sporting goods you might need. Rental service has been convenient and reasonably priced when I've used it. read more

Always clean, people are more than helpful and a huge selection of items. Ive been shoping at this one since it opened and will continue to. If you need some outdoor gear and help deciding which this is the place for you. Optoutside! read more

I've frequented REI in Seattle and Fresno for years. Prices are usually higher than online sources but that is balanced out a bit by the yearly dividend that members receive. In-store pickup is nice (and free) but it can take a surprisingly long time for the order to arrive. As just about the only source of quality sport/outdoor gear and clothing brands in Fresno, it's good to have an REI in town but I only buy there when in a rush or I want to inspect an item in person before a purchase. read more

Went there for the 4th of July sale. Excellent customer service. And a great sale. I got two REI hiking shirts for like 23 bucks each. And I got some other hiking gear too. Even though the shoe department was busy, the worker still was able to explain the difference between the shoes I was trying on. Thanks so much. read more

Almost everything you could want in a outdoor store, great selection. I buy most of my backpacking gear from them. I say most because some stuff is a little to pricey for me. They loose a star because they advertise as a bike shop but they have very basic mountain biking hardware, they are helpful, if they don't have it, (which is almost anything for my mountain bike) they say they carry it online and to order it there. Or they might be able to get it for you. Good operation there. read more

Love REI and the staff! Everything outdoors will be here. I'm a kid in a candy store.

I was on a road trip for a month and had to visit Rei in different cities. I always found what I needed and was always helped as good as it gets! Thank you Rei for being such an awesome store, with a great philosophy! read more

I just wanted to put in a good word for Forrest at the Fresno, CA store. I know next to nothing about packs, and he had me fitted and ready to go in short order. During the course of our conversation, we were interrupted by a rude customer who talked down to Forrest. Forrest remained polite and professional while helping him and the customer left smiling. Also, several other staff members greeted me immediatly with a smile upon entering their department and made me feel very welcome. I am very impressed, and will be sure to refer the Fresno location to my friends whenever they are looking for gear. Thanks for an awesome shopping experience. read more

REI is one of my favorite stores on the whole planet. They have the best selection of outdoor gear from the best manufacturers. I love how you get a dividend check every year to spend in the store. The prices are pretty average except when they have huge sales. That's when you can save the big bucks. The employees are always helpful too. I also love getting free shipping to your local store for anything ordered online. My wife, on the other hand, thinks saving for our kids college is more important than getting the newest 32-function muli-tool / solar-powered fork.....don't tell her I am getting the spoon next...lol read more

My favorite store to go to. The staff is knowledgeable and willing to share their information. This REI was ideal to stop by in Fresno on the way to Yosemite. We got the proper warm gear, made the trip . read more

REI has the freatest customer service! I go here every time I am in need for hiking, climbing, camping, or other gear. The staff is very knowledgeable on the products and their uses. I highly recommend this store over any other sports/outdoors store. Although some things may be a bit pricey, just know you are paying for quality material that you can trust! 5/5 stars every time I visit this store. read more

Rei is a favorite of mine anywhere I find one, but I've always been especially pleased with the level I service I receive at the Fresno store. Everyone seems to really like their job and they know their products. I'm a fan! read more

I went to REI to get a pair of running shoes. The lady brought me out a pair of Hoka one one trail shoes, in the box. When I opened the box I noticed the laces on both shoes had been changed. I was totally shocked when I turned them over and saw wear on the bottom of the shoe, they were even dirty. These shoes were used and returned and REI was trying to sell them as new shoes. I went down the street to Fleet Feet and bought a new pair. Shame on you REI !!!!!!!!! I have been a REI member for many years but will think twice before returning to this store. read more

Solid selection and quality. Good customer service. Excellent return policy. Slightly pricey. read more

Can't say enough about this store. Employees are very helpful in all departments.

If you're an outdoors men, you'll feel right at home in REI. They feature products from all different aspects of the outdoors. From mountaineers, to canyon hikers, white-water rafters, to hunters, REI has it all for you. And their team members provide you with great knowledge about products you might not be familiar with. All of the REI staff is fully knowledgeable about any and all products you might have a question about. REI is insanely expensive however. Their dehydrated food ranges from 15 to 20 dollars. And if you've ever eaten dehydrated food, you know its not worth anything near that much. You can easily go to Big 5 or Herb Bauer and get the same food for way less. The only excuse they could have for their prices is their great service and their training, but I'm not sure that is a significant excuse to pay those prices. read more

John helped me find a sleeping bag that was just right. He was personable, and low-pressure. Most importantly, he was knowledgeable. I didn't feel as though someone was trying to sell me a sleeping bag. I felt as though someone who loved camping was helping me process my options. Having made my purchase and field tested it several times I can attest to the quality. I can't wait to go camping again so I can sleep in my yummy bag! The 4 stars? If one goes upstairs to shop for clothing it can be difficult to find a store employee. Twice I've gone in with the intent to purchase a clothing item and both times I had to go in search of someone to help. Final word: need a sleeping bag or camping equipment? Find John! Need something from upstairs? Take John with you. read more

I have been shopping with REI for several years, and have been to many. This particular one has a small selection. The staff is good for the most part. There is one guy I dealt with that was extremely rude when I was returning an item. REI has a 100% guarantee when it comes to their products. So when that's the policy, I should not have to feel belittled or questioned repeatedly about why I am returning an item. The guy that was processing my returned said "so what is the real problem, because I have to put a legitimate reason for the return". I was really dumbfounded by his attitude. I was thinking to myself , "What did I do to you??? Are you the CEO of REI,and have you changed the return policy recently?" Anyway, he processed the return because he had to, it is the company policy. The whole return could have been processed much faster if he didn't heckle me so much. How does a guy like this manage to keep a job in retail with such crappy customer service? That experience really makes me hesitant to purchase from REI again. I mean, why go there when I can buy online from sites with a bigger selection, and hassle free returns? I have to say though, most of the sales reps are pleasant and helpful, too bad they have to work with this guy. read more

Way over priced and the staff have no clue what they're talking about. The kids just run the damn register and they don't even do that well. Very annoyed with this place. Wound up buying the hiking shoes anyway. Still cheaper that Herb Bauer. read more

great store not so great service. I stood by the dressing room for several minutes while 5 employees laughed and chatted in the shoe dept. at least two of them made eye contact and did not come to let me in. 7 year rei member. I expect a lot more from our employees. read more

The staff here is always welcoming. Paul, the bike tech at the bike repair shop, has been outstanding for me on more than one occasion, going out of his way to help me keep my bike in top shape. read more

Had to do some special ordering from another REI store. The "manager" who helped seemed very annoyed to have to take the extra steps to make the order. The woman who helped me the rest of the time in the store was great. Too bad the manager had such a poor attitude. read more