Stay away, stay far away. When I brought my Novara Metro bike into the Issaquah, WA REI, it took them over a week and a half to get me my bike back. The day I got it back which was Saturday, August 7, 2010, I had not even had it back an hour and I already had to bring it back into the shop. I rode my bike for less than 10 minutes and all of a sudden my pedal got stuck. I pedaled slowly backwards and tried going forward again slowly when it happened again and this time threw me over the handle bars. I looked at my bike and the entire chain busted in half and the bike derailleur that was just bought and put on my bike was completely bent all the way into the back of my tire spokes. This is what REI had just serviced on my bike. After having to walk my bike back home almost 1 1/2 miles, I put back into my car and brought back to REI. He said he has no idea how this could have happened and tried blaming it on my riding off road or two rough. I only rode the bike less than 10 minutes and was riding on pavement. I called REI on Tuesday, August 10, 2010 to ask for a status on the repairs once again. The guy I spoke with was rude and continued to go back and forth with me saying over and over "both Matt and I rode the bike before you picked it up and it worked just fine" I asked him if he was trying to imply that it my fault the part they just replaced somehow broke and malfunctioned not even 10 minutes after getting the bike back. He said I am not going to argue, we have ordered the part for your bike it should be here in a day or two and we will fix your bike then. On August 11, 2010 I received a voicemail from Matt in bike repairs saying "the part needed to fix the bike derailleur was not in stock and that it would need to be ordered from Corporate, but the bike was not going to be repaired at all because I was verbally abusive to Bob on the phone the day before". He also said he spoke with the store manager also named Matt, and that he approved and agreed to them not repairing the damage they are responsible for due to me being verbally abusive. As for my being verbally abusive to REI employees, that is a complete false statement On August 20, 2010 I received a phone call from Ben Fite. Ben said that he was forwarded the email I sent to the President of REI, Sally Jewell, and that he was going to be the one in charge of handling the situation. Ben gave me one choice and that was to offer me a refund for the bike repair services. I agreed that a refund would be the first thing I would hope to receive after all the trouble they have caused me, but I would not accept his offer until after he spoke with the store and they would agree to replacing the broken in half bike chain that happened due to there not repairing something correctly. I got a voicemail saying they would replace the bike chain, however they would not put the chain on the bike, I would have to have that done wherever I decided to take the bike to be repaired. When I arrived to REI to pick up the bike, I was more than shocked to find that the bike service technicians had removed the parts on the bike that they had replaced originally. The rear derailleur has been completely removed as well as the front derailleur. I was willing to settle this dispute with REI considering they offered a full refund, but I was not told that the parts were going to be removed from the bike. I have taken pictures of the bike in the condition it was returned to me. When I brought the bike in originally, the bike was perfectly rideable, the only set back was not being able to adjust the front left gear shift. When I asked the manager whom was issuing my refund, where are the parts that were on the bike, he answered back "I'm not sure". When I picked the bike up the first time from REI, I was asked if I wanted the original parts from the bike that were there when I brought it in, those parts included the derailleur that is needed in order for the bike to be even rideable. I told them to go ahead and keep the old parts, the guy helping us replied "we will recycle the old parts". Now I am stuck without the parts that were on the bike to start with, and REI took the parts that they replaced, those being the original parts on the bike. The bike was given back to me with cables hanging from the back of the bike, and at this point I have had enough of the treatment that REI has shown and am very surprised that a company as well known as REI, the treatment they have provided is by far the worst I have ever been shown from any retail chain or business. Regardless of what anyone at REI says in regards to what they believe to be true as to what happened, I have been given a bike that is no longer able to be ridden, I have been treated with the worst customer service, and not to mention all of the stress that REI has caused me. I have filed a small claims suit against REI, I will post the outcome of my case when it's settled. read more

When I brought my Novara Metro bike into the Issaquah, WA REI, it took them over a week and a half to get me my bike back. The day I got it back which was Saturday, August 7, 2010, I had not even had it back an hour and I already had to bring it back into the shop. I rode my bike for less than 10 minutes and all of a sudden my pedal got stuck. I pedaled slowly backwards and tried going forward again slowly when it happened again and this time threw me over the handle bars. I looked at my bike and the entire chain busted in half and the bike derailleur that was just bought and put on my bike was completely bent all the way into the back of my tire spokes. This is what REI had just serviced on my bike. After having to walk my bike back home almost 1 1/2 miles, I put back into my car and brought back to REI. He said he has no idea how this could have happened and tried blaming it on my riding off road or two rough. I only rode the bike less than 10 minutes and was riding on pavement. I called REI on Tuesday, August 10, 2010 to ask for a status on the repairs once again. The guy I spoke with was rude and continued to go back and forth with me saying over and over "both Matt and I rode the bike before you picked it up and it worked just fine" I asked him if he was trying to imply that it my fault the part they just replaced somehow broke and malfunctioned not even 10 minutes after getting the bike back. He said I am not going to argue, we have ordered the part for your bike it should be here in a day or two and we will fix your bike then. On August 11, 2010 I received a voice mail from Matt in bike repairs saying "the part needed to fix the bike derailleur was not in stock and that it would need to be ordered from Corporate, but the bike was not going to be repaired at all because I was verbally abusive to Bob on the phone the day before". He also said he spoke with the store manager also named Matt, and that he approved and agreed to them not repairing the damage they are responsible for due to me being verbally abusive. As for my being verbally abusive to REI employees, that is a complete false statement On August 20, 2010 I received a phone call from Ben Fite. Ben said that he was forwarded the email I sent to the President of REI, Sally Jewell, and that he was going to be the one in charge of handling the situation. Ben gave me one choice and that was to offer me a refund for the bike repair services. I agreed that a refund would be the first thing I would hope to receive after all the trouble they have caused me, but I would not accept his offer until after he spoke with the store and they would agree to replacing the broken in half bike chain that happened due to there not repairing something correctly. I got a voice mail saying they would replace the bike chain, however they would not put the chain on the bike, I would have to have that done wherever I decided to take the bike to be repaired. When I arrived to REI to pick up the bike, I was more than shocked to find that the bike service technicians had removed the parts on the bike that they had replaced originally. The rear derailleur has been completely removed as well as the front derailleur. I was willing to settle this dispute with REI considering they offered a full refund, but I was not told that the parts were going to be removed from the bike. I have taken pictures of the bike in the condition it was returned to me. When I brought the bike in originally, the bike was perfectly ride able, the only set back was not being able to adjust the front left gear shift. When I asked the manager whom was issuing my refund, where are the parts that were on the bike, he answered back "I'm not sure". When I picked the bike up the first time from REI, I was asked if I wanted the original parts from the bike that were there when I brought it in, those parts included the derailleur that is needed in order for the bike to be even ride able. I told them to go ahead and keep the old parts, the guy helping us replied "we will recycle the old parts". Now I am stuck without the parts that were on the bike to start with, and REI took the parts that they replaced, those being the original parts on the bike. The bike was given back to me with cables hanging from the back of the bike, and at this point I have had enough of the treatment that REI has shown and am very surprised that a company as well known as REI, the treatment they have provided is by far the worst I have ever been shown from any retail chain or business. I have recently filed a suit with small claims court. I will update details soon. read more

I recently faced an issue with a snowboard purchased from the REI store in Issaquah, Washington, that prompted me to return it. This experience revealed a significant area for improvement within REI, particularly in how employees understand and communicate the company's return policy and their commitment to REI's values. Upon attempting to return the snowboard due to its quality, the guidance I received from an employee was unexpected and concerning. Instead of navigating me through the return process at REI or offering in-store solutions, I was advised to consider making future purchases at a different retailer (evo.com/locations/Seattle). This recommendation not only surprised me but also led me to question whether all employees were fully aligned with REI's mission and customer service ethos. It's crucial for REI to ensure that employees are not only knowledgeable about the company's policies but also fully committed to supporting REI and its customers. Recommending another retailer(evo.com/locations/Seattle) during a return process sends mixed messages and can undermine customer trust in REI's products and services. My intention in sharing this feedback is to underscore the importance of employee training and alignment with REI's values. Ensuring that staff members are fully dedicated to REI and equipped to handle returns and customer concerns in a manner that reinforces trust and satisfaction is key to maintaining the high standards of service REI is known for. I hope this story serves as a constructive point of reflection for REI, highlighting the opportunity to strengthen its training programs and ensure that employees are advocating for REI's interests and supporting customers in line with the company's policies and values. read more

Incredible experience! Five Stars!! I am new to outdoor recreation and have been scared to go into an REI based on my experiences with other outdoor recreation stores. Being severely overweight, I am usually met with looks of disgust and outward statements of criticism or judgment. Before Thursday, I was nervous about having a similar experience at REI. But wow, I was wrong! A wonderful young lady Elizabeth treated me with warmth and compassion. She saw that I was wandering the store lost and asked if she could help. In my past shopping experiences, retail workers approaching me and offering help felt forced and obliged, but Elizabeth greeted me with a genuine desire to help. Being new to outdoor activities and equipment, I had several questions, and not once did it seem like a was bothering her. She took me throughout the store to find the right clothing for me. When my size wasn't on the racks, Elizabeth went to the back to see if she could find it. She answered countless product questions and was excited to share the information. She was extremely knowledgeable, and when she didn't know an answer, she escorted me to another kind worker, Charlie, where we both learned together. My experience at REI was beyond positive. I was treated with respect, kindness, and enthusiasm by Elizabeth, Charlie, and the kind gentleman working the cashier. I entered the store feeling nervous but left feeling seen and empowered to spend time outside. I was not treated as less than or incapable because of my weight. Elizabeth is THE gold standard! I will definitely be going back to shop at this REI. Ann H. read more

This REI might not be the biggest location, but it's hands down our favorite. The staff here are truly amazing -- friendly, welcoming, and great with all ages. Every time we visit, we're impressed by how knowledgeable and helpful they are, whether we're shopping for gear, getting advice, or just browsing. It's clear they love what they do and care about their customers. We absolutely love REI Issaquah! read more

I really like this very nice store, I always find what I need and the staff are knowledgeable and very nice. Thank you very much Issaquah REI Store. Judy B read more

I would hire the store manager that assisted me while ordering my bike if I owned a store.

everything you want is here