I love backpacking, camping, snowshoeing, skiing, and hiking, so I looooove REI. As a member of the coop we get a yearly dividend that we can spend in the store- this year our dividend went towards a hiking carrier for our infant. While the little person wasn't with us at purchase time, we received alot of help from Tammy, who was a very personable, helpful, and amusing sales person. We also had fellow patrons loan us their baby to test out a pack! Thanks ladies! The store has a kiosk so you can look at product reviews from other customers posted online, you can also watch some videos and check out specs that might not be listed on the product tag. In addition to carrying all the big brands (Marmot, Kelty, etc.) they also have their own line of gear, which I have found to be really well designed and manufactured. Thank you REI for outfitting so many great trips!! read more

REI has recently moved to this new location in Northbrook, IL. This store is so much nicer and much larger than the Niles, IL location they moved from. I have found the staff to be of great help every time I have a question. The nice thing is the staff uses what they sell. Most if not all have participated in outdoor activities. read more

I enjoy shopping at REI, usually. I struggle with this specific store because it feels like everything is crammed in, and it's difficult to tell how the store is laid out because they make use of the space all the way above eye-level. However, you cannot beat REI's return policy. Not happy at any time? Bring it back for a full refund. If you don't have the receipt, they can even look in their system to see when you bought the item and how much you paid (I think that may only work for members). read more

This store is a replacement store for the now closed Niles location. The location itself is also significantly larger and nicer than the previous Niles location. This is an excellent store for pretty much all of your outdoor sporting needs. I find both the stock and employees to be significantly better than Dicks. The staff is very helpful and able to answer pretty much any question because they actually are into the various outdoor sports and activities. The staff is not on commission, so they will give you honest feedback and not immediately steer you towards the highest priced item, but instead to something more suited towards your needs. I recently purchased a pair of sandals and outdoor running shoes from this store. I was very happy with the service I recv'd as well as the pretty good sale prices (the shoes were 50% off). One tip: if you are planning to make a lot of purchases through REI, it can be beneficial to pay the one time fee of $15 and enroll in the co-op program. This program gives you a refund of up to 10% per year. They also give other benefits... More information can be found on the REI website or in store (lots of signs advertising that). read more

I've been hiking a couple times while on vacation and I want to start doing it more so I came here with a mission to get some footwear. Matt helped me out and he was very pleasant and knowledgeable. I appreciate that he wasn't pushy. Will definitely be coming back when I need more gear :) read more

This place is a great place to get cool adventure stuff like space pens! I wish we had a store like this in Hawaii. From camping to yoga, this place has everything. The great thing about this place is that their online and in store customer service are also great. The people here are helpful and d you need an answer and can't get to a store (like me), you'll be able to chat with an online representative. The one thing that I truly believe that everyone should have is the insulated klean kanteen, it keeps your liquid goods either cold or hot for a really long period of time, perfect for people that are constantly on the go. The great thing also is that they carry all sorts of outdoor brands under one roof, making this place a one stop shop for your outdoor adventure needs. read more

If you are going to buy a bicycle helmet here, just be ready to be talked down to by an older gray haired woman who worked in the bicycle department. I did some research on a particular helmet, but when I went there to try it on, everyone that I initially spoke to were very nice, but when I asked the this particular sales women if they had the next size down, she looked at the computer and said that they did not have it in stock, then followed up with saying that "In any case, I can just tell by looking at you that it would not fit you anyway." That really took me off guard, especially since I tried on a different model from the same company but one size smaller and I felt that it fit better on me. I ended up getting the helmet anyway, after feeling pressured by having her give a comment that made it sound like it was such a chore to take back the helmet to the supply room and having to take the 3 minutes to help me after I waited patiently for 15 minutes for her to stop gushing over a little girl who just picked up her first bike with a bell. I later regretted my purchase decision and bought the size I wanted from the website directly and will return the one I bought from this store. read more

I had my bike serviced at the REI bike shop in Northbrook. I bought new tires for my bike because I planned to do a 50 mile ride in Oak Park the next weekend. The repair person forgot to unlock my brake pads and made 5 other mistakes while servicing my bike. I felt like I was towing a car for the first 30 minutes of the Wright Ride before a friend figured out the problem. The mechanic on the Ride told me that there were many mistakes in servicing my bike. I called the shop a few days later to tell them what had happened. No one ever called me back to follow up, ask a question or apologize. read more

I looked everywhere for the keys to my bike rack so I could lock it into my car hitch for a bike ride with my family of 4 at a secluded bike trail. I looked everywhere to no avail! I called REI, which is only open for curb side pick up and spoke to Rachel the store manager. She listened to my dilemma and said drive over and I will use the master key to reinstall your bike rack. Not only did she install the rack, she replaced the lock and gave me a new set of keys! Unbelievable customer service and she refused to let me tip her! Love REI and we had a much needed family bike ride after an amazing experience with this fine organization and manager!!! read more

A few weeks ago my wife and I visited the REI in Oakbrook and got educated on cross country skis. The sales person was very passionate about the sport and was extremely helpful. 2 weeks later and we were ready to buy. We visited the store in Northbrook because it was closer to us. We found a sales person who started to fit us both for the skis were looking for. He gave us the ski boots and the comes along a family of 4. They appeared much more wealthy than us. The salesperson then proceeded to devote all of his attention this new family and my wife and were left with a couple pairs of boots. We were not fitted for skis or poles. We were snubbed when it was our intention to buy the skis. For an $800 purchase we were hoping to get excited about the sport. We intend on returning to the Oakbrook store and seeking out the salesperson who got us excited about the sport. Even though it is much further for us, we prefer to give our business to a store that values all of its customers. I will never return to this store again. read more

Was I really just in REI? my usual favorite place to gear up??? We are members. This was a terrible experience tonight. Terrible selection & terrible customer service. We were shopping for ski kids coats, ski pants & gloves not one person acknowledged us, offered help, we were there for over an hour & they were not busy at all. In fact not one other soul in the kids dept. Size & color selection was poor. I hope this was a fluke I am so disappointed with this experience. read more

Everything you expect from an REI store. Good selection of high quality products, very friendly, knowledgeable and helpful staff. I have been here on both regular and very busy weekends, and even when there was a long line I did not have to wait long at checkout. Their sales are always worth checking out, and their return policy is second to none. This is a business where you truly feel valued as a customer. read more

The CO-OP REI brand bikes are made in China. Chinese junk made at a cheap price so REI can max out their return. You would think a store like REI would have better bikes and the everything is made in China excuse is a lie. Go to a local bike shop and get bikes make in quality manufacturing countries. There are a lot of US made bikes too. read more

I called a few bicycle repair places to get a quote for a repair. REI had the best price. This was until I went to pick up the bike and was presented with the bill. A extra charge was included which the salesman presented. He then said that the extra charge was missed due to their error and that he had to charge me for it. I wont be going there again. read more

Customer service was awfull. I had an older lady help me checkout and she was very snobby and rude, when I had questions. Gave me one word answers and then turned away from me and carried on conversations with her coworkers that was more important than the customer. Never going back, very disappointed. read more

Thank you REI Northbrook! I just returned from hiking the Camino de Santiago in northern Spain and I could not have fared so well if it weren't for your expert advice and merchandise. I got great advice from several people in the store about what kind of shoes I would need--and all the shoe selections were perfect. They spent time with me evaluating fit and size for flat terrain as well as hills and as a result--no blisters! Many people in the group had blisters from day one due to the wrong shoe--but my shoes were a perfect fit! From the poles to the clothing, everything I had purchased helped me on my journey--and made it a bit easier. The only thing I did not use was the rain gear as it was the hottest summer on the Camino in 100 years and there wasn't a drop of rain in sight the whole way. I appreciate the expertise that the REI team shared with me, because frankly, I had no idea what to buy for this hike. I learned a lot at the store and it has set me on a path of hiking vacations. Next year--hiking the sacred sites of Scotland! read more

I've been a member of REI since 1995 and I've always been extremely pleased with their products and service. I have a REI camp dome 4 that I've only used around a dozen times and the seam tape is peeling and the floor is no longer waterproof. I brought it back to see if it could be repaired or exchanged but Jason the store manager in northbrook was extremely arrogant and condescending. He offered to comp me a bottle of seam seal. I now camp with two small children and can't take the chance of them waking up in a puddle of water. I'm extremely disappointed and doubt I'll ever return. So much for that lifetime warranty. read more

I love this store! It has all my camping needs and more! I try to shop when there is a big sale because their stuff is kind of expensive. Their garage sales are meh, maybe i need to go to more but it was kind of cleaned out by the time i went. Their brands hold up well over the years too which makes their prices worth it sometimes. read more

Whether its a tent, sleeping bag or shoes that I'm searching for, REI sales members are very keen on helping you get exactly what you want. They will ask some questions to understand the environment you'll be in, who needs it and when you plan on going. I'm not sure how this company does it, but every REI store I've been in ( Northbrook, IL, Soho in NY, SF) has the same laid back, very knowlegable staff. What I really appreciate is there desire to just help you out, not make a sale. Very decent place with great choices. I also like the company model. Very decent. read more

I've been a REI co-op member for years & frequent this location because of its proximity to where I live. They carry great products and have amazing sales. The customer service here is lackluster at best. I've yet to encounter someone who works here that has wowed me - from the people working the floor to the check out cashiers. Can't recommend their bike service department here either. Came in for a minor bike repair and had to return the following week with the same issue. They fixed it the second time around but still a pain to haul the bike in twice. I find myself wanting to shop REI online instead of coming into the store. Not a good thing..,. read more

REI used to manufacture really solid and relatively cheap gear in competition with the major brands (this is 10+ years ago). When they saw something popular, they essentially copied it and tried to improve on it. Most times they did just that. Now they have been surpassed, quite badly, by Eastern Mountain Sports, etc. And the Canadian coops put REI to shame now. Not only has the quality and ingenuity gone down with REI, but the prices have gone up. Furthermore their warranty has suffered in recent years. Really the only reason to pay the $20-30 markup over etailers was the REI warranty. No longer is everything truly guaranteed. They wont simply replace the item with the same item, but try and give you the last sale price. That might sound logical because they do not want to lose money, but they are never losing money. The markup that we pay for cheaply made Asian gear these days is well over the 4x that used to be the industry norm. The profits were incredible then - now they are just obscene. And that is if they manage to have your purchase in their history. They apparently have significant records keeping issues and that costs you on your yearly dividend (for members) if you are not paying attention. They somehow missed a $100 pair of shoes and a $180 soft shell pant that I bought. And there are other things that never made it onto my purchase history from years ago. That becomes a problem when trying to return things after inevitably breaking. As for this store; like most REI stores they no longer have the level of knowledge that they once did. Ten years ago you could talk obscure rock climbing gear - now you simply cannot. Now they have a very basic level of knowledge with everything they sell beyond bikes. Management was unhelpful is solving my problem at this store. Went to another and it was immediately solved. REI just isn't what it used to be. And this is not a particularly impressive group of human beings at this store. read more

I have NEVER EVER seen the same employee in this store more than once or twice. Do they have that high of turnover or do their employees survive on very few hours a week or both? High turnover would be my guess as employees here are just mean! Either way, it would explain why they know so little about the products. I had been looking for a new pack, and sadly, I knew more about fitting a pack than they did! Sales people and cashiers are rude, but the managers are worse. Don't even bother commenting on their poor service, it will just be met with hostility. There are so few employees in the store that it's shocking to find one or two, then be given the cold shoulder while they talk amongst themselves. Employees are generally angry and are short with you. They can also be very judgmental. I'm sorry, but I don't like to be treated like an idiot when I am doing some last minute shopping for a trip. Shopping here is like being back in high school, except here, the cool kids are the employees. What's worse, after receiving so little help, they have the audacity to ask if I would like to buy a membership in their co-op! NO THANK YOU! There is nothing co-op about REI. After waiting in a LONG line (there are NEVER enough cashiers, let alone competent ones), the cashier then asks you if you would like a membership. ARG! NO NO NO! It becomes clear why the lines are so long, the cashiers are wasting precious time trying to sell EVERYONE a membership. What happened to taking care of your customers? If you treat them right, you wouldn't even have to pitch memberships to customers, it would be a no-brainer to be a member of such a wonderful place. But this is not it. This place is more of a cult than a store! Also, when it rains, the clatter on the roof is horrendously loud. And don't forget to watch out for buckets throughout the store to catch the drips from the leaky roof. Isn't this store supposed to be new or something? I try to go elsewhere for most of my outdoor needs, but let's face it, REI sells some things that are difficult to find elsewhere. read more

I really like this store because you can get trapped in their huge selection of outdoor gear, sporting wear, and any equipment needed for the outdoorsy type of person. The employees are usually nice, however, I dealt with a terribly rude woman in the new Northbrook store. I was simply looking for a book on a certain subject and she replied with a nasty face and a nasty comment about how she was busy. If you see that curly, red-haired lady, tell her what I think... read more

Love this store, great products and good service. I go here once every couple of months and always get what I'm looking for . Their people have good knowledge on their products read more

As a member and lover of all things REI I can not say enough about this store. It is such a relief that you can buy the gear here and if it does not live up to expectation even years later they will take it back without question. read more

I [heart] REI. I've been shopping here since I was very little. The staff is always friendly but not pushy and in your face. They have plenty of demo-equipment to play with. They will let you return anything... I couple years ago I bought a good pair of hiking boots there (the guy was SO helpful picking the right fit of boot for my huge, mishapen feet) and I beat them up in 3 months; I took them back to get because of some minor damage and they didn't even ask questions... just took them right back. Also, you can order stuff from their website and it ships FREE to the store, which means I can take advantage of their online outlet. super. That said, they can be a bit pricey, but they do have good sales and if you're a member of the co-op you can get even better deals. love love love. read more

Huge store, nice selection and very friendly, knowledgeable sales associates. It can be a bit overwhelming, but if you're looking for something specific or need advice on gear, this is the place to go. Hit it at sales time, it's pretty pricey. read more

Nice selection of gear and the staff was good. Pushed too much on joining their club tho.

This place sucks. Takes 5 years to get anyone to help you. 3 employees walked by me and never asked if i needed assistance finding anyrhing, even after i walked concentric circles around the whole blasted store in an obvious search.. They know little about products and gear they sell. Then theres Cruella at the register...even after calling my wife to use her c.c.and showing my marriage license and my drivers license with same last name, she still would not permit me to use the card. Ive been coming here over the years only when I absolutely need something. Im stopping now. Your customer service blows. read more

Extremely knowledgeable and helpful. Not at all pushy or trying to sell you something like most salesman. Loved the variety of outdoor things available. I learned a lot about backpack sizes and things to take (and not take) while hiking. Great store! read more

Horrible customer service. Gone to many rei stores and never treated so rudely.The man in the area that was doing pack sizing was so rude.My boyfriend and I we're just looking at one and he was so condescending. We didn't ask for his help but kept telling us what we didn't know about packs. Funny thing is my boyfriend was in the Marines for 8 years and he fit people for packs.But the sales man was to busy talking and trying to up sell to even ask us if we needed his advice.We just walked away. Everyone serene more into getting to to get a credit card then help you.wont be back to that location ever. read more

Horrible customer service. Do not shop here. Deserves a zero. I came in at 530pm on a Tuesday to buy a $300 backpack. The store was a ghost town with no customers. There were easily at least 5 sales associates working. Not one even acknowledged me. Two stood there talking to each other. I stood there in the aisle in plain sight and didn't even get a simple hello or can I help you. One associate nodded at me as he rushed to move a stocking cart to the other side of the store. I left after 15 minutes of standing there ... walking right past sales associates who again didn't acknowledge me. read more

Everyone here is so helpful. This was one of the most hands-on, nurturing shopping experiences I have ever had in a retail store. Three people greeted me and offered to help me with whatever I needed. I wanted assistance finding a good winter running jacket that was breathable and water resistant. I received one on one attention from a very friendly young woman who presented several options based on price differences. I ended up browsing more on my own after she wrote down some very helpful suggestions of jackets for me to think about. I began looking in the clearance and travel departments to find a backpack for my upcoming trip to Israel. Another gentleman greeted me and gave me a presentation and specs on several amazing backpacks. I have never had someone take the time to tell me how many liters I could fit in each backpack, nor have I had someone show me each product in detail, listing the benefits and features. Yes, this store is expensive, but the excellent service and thorough attention I received from the moment I walked in the door to the moment I walked out with my purchases were outstanding. I am not rich by any means. I'm a struggling college student and was fortunate enough to get a giftcard to spend here. The girl at the register was also knowledgeable and presented the benefits of an REI membership and gave me a $20 giftcard for spending $100 on an awesome backpack and few other items I thought were useful. I am very happy with every employee here, and I highly recommend you come here for all of your adventure, athletic, and travel needs! read more

I love the store but can only occasionally find clothes. I'm pretty tall & kinda overweight. Apparently there are no tall fat people with extra wide shoes who enjoy the outdoors. Even if a brand has tall or xxl or 13ee they won't stock it. So, we don't shop there. They miss out on the hundreds and hundreds of dollars our family spend on outdoorsy & winter clothes each yr. read more

I was in a dressing room this weekend at REI which had no ceiling on it. There were two store employees,( both men) walking along a beam over head attempting to get a canoe down from there while I was in the dressing room. I heard them and happened to look up. Not only was I furious and totally embarrased, but when I told the manager, she just said she was sorry and would speak to them. Totally unacceptable!!! They are lucky I don't sue! These free form dressing rooms do not have ceilings and anyone who happens to be on a ladder or moving overhead can see in. And really, how often do you look up when you are trying on clothes? I certainly will never try on anything in that store again if I ever go back! read more

Do not recommend going to this store. The store associates (with exception of one that we have encountered) are extremely rude and not helpful. The only reason for one star is because of the amazing gentleman who helped us the first time we came to this store (we shop here frequently)- since that initial visit, customer service went drastically downhill. First of all, it is nearly impossible to get anyone to help you and when you do finally get help, most of the associates seem to know very little and clearly find helping members to be a nuisance. We had the misfortune of being 'helped' by a younger blonde woman (I wish I caught her name- I just know it's cashier #146339 from the receipt) who was extremely rude and not helpful at all. We received multiple EXTREMELY damaged packages from REI and tried to exchange at this store. Not only did we have to go track down the replacement items in the store ourselves (what happened to the store associates doing that for the customer?), we never once received an apology, had to pay additional sales tax because we were exchanging in store, and when we shared our feedback with the associate, she proceeded to bicker with me and finally say we would need to submit our feedback online?! Evidently ringing up items is the only thing the associates at the front counter are empowered to do. It seems to me this store forgot that this is a Co-op and the member's are the owners- they are there FOR the members. Extremely disappointed in this REI location. read more

We bought expensive bikes and accessories at REI. We are members and come here shopping. The guy who helped us was knowledgeable and helpful. One of the bikes was clearly dirty with someone who used it for dirt bike riding while testing. We asked the person who was helping us to make sure that the bike was clean when we got back from grocery shopping. We came back from groceries 40 minutes later and the bike was not ready. When we pointed them out, they just shrugged and said that they will get it done. I understand REI's allure is the casual and relaxed nature of the staff there but not doing what they promised would be done is not acceptable. We have choices to go places and we chose to come here. Wish the staff here would treat customers like other stores treat customers. Needless to say, the ice cream we bought for the kids was melted by the time we got home... One addition- they were very helpful in teaching us how to secure our bike's to the Thule holder on the back of our truck. And, one guy did apologize to us for the bikes not being ready. Increased the stars from two to three and updated the comments. read more

Went in to get my ski bindings adjusted. The technician was extremely helpful and instructive. This experience was a stark contrast to one I had with Viking Ski Shop, who tried to charge me $80 for a binding adjustment and another $50 for a tune. I will be returning to REI for future camping/sporting purchases based on this great experience. Local, privately owned establishments do not always make for better customer experience. read more

Agree with other reviewers - terrible customer service in-store and web ordering even worse...on two separate occasions they actually charged my credit card three times to process one order. read more

Today we went to REI in Northbrook to look for a winter coat for our son. If it weren't for service member Rose, our experience at REI would have received a 0 for service. Rose as an individual customer service provider was top notch. The two guys we interacted with beforehand were a) cold, and b) unhelpful. I'm sorry I didn't catch their names, because management should know they have employees who interact poorly with the public. We waited 10+ minutes for assistance--two employees made a call over the store loudspeaker, but, amazingly, NO ONE showed up to help us. Um, aren't we in a recession? Doesn't REI want to attract customers, not alienate them? And aren't jobs hard to come by, so if you have a job, you should work your ass off to keep it? In any case, our primary objection is with the male customer service provider who, when asked, first stated he had "little knowledge of men's outdoor wear. We asked if there was someone else with more knowledge of the products could actually assist us. Then he stated he had worked at REI for 7 years so he knew a lot. What? So, what's the story then? Do you know the products or not? It was clear this customer service guy was NOT wanting to assist us. Fortunately, the check out lady was polite and pleasant. However, if I were to choose a store to provide our sportswear needs, it would NOT be at this REI. They have to improve their customer service or risk losing more customers. read more