Customer service sucks. Was ready to purchase a bike and all the gear. Waited 30 min and nobody acknowledged me. Never going there again.

Climbing is what I do everyday and they carry climbing gear, which to me is worth like about 7 stars. Safety climbing gear is what keeps me alive and still wriggling my toes. They also carry really neat and high quality camping supplies and some children's toys. A really fun store for the outdoors type of human. read more

REI is my favorite place to shop hands down. Their bike department may not be as large as their closest competitors but the selection, value and personal attention from their staff are the absolute best in the city. I'm kind of a bike nut and make it a habit of checking out various bike shops whenever I see them. I love wandering around the bike department at the REI store in Houston. In my family of four we have 8 bikes from REI. As my kids outgrow their bikes I will return to REI for the next size up. read more

Shockingly bad service. I walked in on a Friday afternoon to buy two pairs of binoculars, and stood by the case for 15 minutes with no one to help me. I tried to make contact then with the floor staff who were completely oblivious to those around them. I finally flagged someone down and asked her if she could help me. She was very nice and told me she couldn't but if I would wait one minute she would find someone. Ten minutes later she was helping someone else and I was still standing there unattended. I finally decided to leave the store, but wanted to let the manager know what had happened. Not only was a manager nowhere to be found, but when I called the store to try to get the manager on the phone, after the initial "hold on, someone will be with you momentarily" message it just rang and rang and finally disconnected. I'm surprised because I have had good experiences in the past with this store. I suppose I'll go to Whole Earth Provisions on Shepherd and Alabama, where I have to say the service is always stellar. read more

Amanda was super helpful and kept her cool and professionalism while going beyond expected to make sure I got what I needed in time for my trip, while there was a long line behind me. An example to follow on customer service. read more

Kearby at REI is the best when it comes to hiking shoes. He helped me with mine last year. He's super knowledgeable and patient in finding you the perfect shoes. My shoes have been awesome for a year worth of hiking. Bringing my BF to get him a pair! REI also helped me get my hiking backpack. Great store with great passionate staff who love their job. read more

Waited to be helped at the shoe section by Flo, but she completed overlooked my fiancé and I. Another couple that arrived way after us got immediate service. My fiancé had to ask her twice for his shoe size. Flo was was dry, short, and straight to the point when answering our questions. I had three shoes I was interested on trying on, but was left like an idiot carrying them around for 30 minutes. Needless to say, we walked out empty handed when we had all intentions of buying our hiking boot because of Flo's poor service. This was our first and last time at this store. What a disappointment. read more

REI is essentially an outdoor gear co-op; they encourage you to become a member, and better, that membership is for life. They have branches across the US, and I've started catching on to their program, which is to say each member gets a dividend at the end of the year, usually, so that money you can spend towards any of your purchases after a while. It's a win-win situation. Prices can be a bit steep but the selection is astounding: pretty much whatever you'll need for an outdoor activity you'll find here. My bf and I are gearing up for a camping trip; next time we come back here, we'll tailor more gear for a backpacking trip! I've gone to this location several times now, and though this REI is big, the selection is disorganized; however, their staff is ever helpful and cheerful and knowledgeable, which at the end of the day, makes a difference. Very difficult for me to not like an REI, and this one just makes me want to come back again and again. read more

My old hiking boots (Keens) finally gave out after about 3 years of solid use. I needed a new pair for an outing the next morn, so I went to Academy to see if they had Keens in my size. They didn't. So I went to REI, and I'm so glad I did. A young dude from Azerbaijan helped me (I wish I remembered his name). He asked a few questions about my use of the hiking boots, sized me, and brought out the Keens and also a new pair called Salomons. The kid was smart and really knew his stuff. He talked about why the Salomons would be a better fit for me given my high arch and overall narrow foot (particularly the heel); the Salomons come in differing widths. He explained that they'd be good for wet areas (where I often find myself) given their waterproof layer and yet still cooler than the Keens because the outer layer isn't leather. They were a little more expensive than the Keens (yep, he got me), but I felt the cost was justified based on the value and the fact that I really do use my boots all the time, so I know I'm gonna get money's worth. He also showed me a unique way to tie them to maximize ankle support. I'm so grateful for the personalized service. Way to go, REI. read more

I bought a "Passage II" tent from the REI in Austin last year. Bar none it is the most efficient, convenient, perfectly ventilated tent I've ever owned. It was used from upstate NY to Napa, CA and it was a great product for one full year. Last weekend I went to Possum Kingdom in North Texas and a tent pole snapped at one of the joints during the night. I called the Houston REI on Westheimer Rd. to ask about a replacement pole and they told me, VERBATIM, "We don't sell replacements, but as the tent was only a year old that shouldn't have happened. If you bring it in we will replace the tent." I was genuinely relieved so I left work and drove more than 70 miles to the REI. The attendant was personable and cordial even asking if I had called earlier. Everything went well until she asked if I was a member of whatever "rewards-club" BS they call their junkmail list. I replied honestly and was told I needed manager approval; no biggie. I waited and was told that without participation in their junkmail club I'm intelligible for product replacement without a receipt. Be mindful of the fact that I was explicitly told that product replacement was in order, and I had told the representative I did not have a receipt antecedent to leaving work. I explained my situation to the manager and was offered coupons and directions to a website. I told him specifically that I had driven more than 60 miles to address the situation ( I was told I should) and was offered a coupon for 20% off of a new tent, and that he "understood". Okay: 1). You do not "understand". 2). I don't want coupons when I was told VERBATIM that the product was to be replaced. 3). You do not "understand". I will never spend another red cent at this nor any other REI as this is the grossest incompetence I've ever dealt with from a retailer. The sheer waste of time is grievance enough to discourage others from doing business with them, but after being told that the manager " understand's" this type of inconvenience (furthermore implying that it's common place), I could not possibly convey in words how disgusted I am with this situation. This single star is only present because no-stars is not an option. read more

Not a fan of the check out customer service. The floor service people were very helpful but I literally heard Gene utter the words, 'no one else has ever been confused by this'. :( read more

I've been going to various REI's for the past quarter century and I generally like their products and I like their stores. They are known to be one of the hundred best businesses to work at. Recently I started patronizing the one on Westheimer in Houston Texas. I guess my only comment would be as far as the personality is concerned they are more employee oriented rather than customer oriented. They seem to have a number of grumpy men aged 40 to 70. While being a grumpy older man myself I recognize The syndrome. I only advise the manager to sit down and advise the employees in the front of the house to try to be more cordial and not act as though you were bothering them. read more

This place is an outdoor junkie's dream. It has everything you didn't know you absolutely needed and then some. Also, the staff is really knowledgeable and can help you find anything you want. I'm giving it 4 stars though because sometimes the prices tend to be a little on the exorbitant side. read more

Service was great! Associate helped to provide us with useful tips for our upcoming bike trip with the family!

Understaffed. Staff is knowledgable if you can track someone down. Lots of high quality gear and brands. The shoe department is always a disaster zone, with one too few employees. Lines can get long. When i went it was one employee per zone, one for shoes, one for backpacks, one for clothes, and maybe a couple others here and there. This means that you must wait a good chunk of time just trying to get helped. Inefficient system. Good quality gear at good prices but the service aspect is lacking, not the quality but the quantity. read more

Totally cool store. Better quality than the other big box stores. Great clothing and gadgets.

I've been a loyal REI customer for 20 years. They offer decent service and until a few years ago a really good warranty policy. When I needed a new rain jacket a few years ago, the salesman convinced me to get the rei brand even though it was more expensive than name brands (north face, etc.) I believed his claims that their breathable fabric was better than Gore Tex. I had no reason not to believe him as until a few years ago, they had a good return policy to back up their claims. The jacket worked well for a few years then last winter it started leaking and the seams begin separating. No problem, I'll just take it back, right? Not anymore. They offered me 20% off a new jacket end of discussion. I understand a big corporation like that has to make decisions. But don't sell someone a high end jacket with the understanding there is a good warranty in place and then change the warranty policy after they've purchased the jacket. From now on I plan to buy name brand gear on discount websites as it's much cheaper than REI and the name brands will typically have some kind of warranty regardless of where you bought it. REI was a great concept while it lasted, but without their good warranty behind their products, there is no reason to pay a premium for the same stuff you can get cheaper other places. So long. read more

Customer service is non-existent at this store. It took thirty minutes, after paging someone, before I was able to get help in purchasing my Garmin 210 watch. On top of the long wait, the person that helped me had poor attitude and no knowledge about GPS watches. I decided to purchase the watch even with the bad customer service thinking this might be just an isolated case. Well, it's not. I tried to exchange the watch (moisture started to develop inside the watch) and again, they had me wait for 20 minutes so someone from that department can help me resolve the issue. I got really upset so I decided to just get a refund on the watch. That's when the cashier finally called the manager to complete exchange. After another 10-minute, they informed me that the watch is out of stock. Now I'm out of a GPS watch which I badly need to train for the marathon and $20 for signing up for the REI membership. The cashier that handled the transaction though was very polite and very apologetic. This would be my first and last experience with REI. With this kind of customer service, can you blame people from shopping on-line? read more