The customer service at this location is phenomenal! I went in looking to find a snowboard, and was helped by a sales rep named Mia, who not only was extremely knowledgeable about the sport (helping me choose the right gear), but she went way out of her way to find a really great board for an amazing deal. The board was the last one in all of the REI stores in America, but she put in the effort to track it down and got it shipped in for me. Really great experience! Will definitely be coming back. read more

I give them 5 stars on customer service. I called to find a product the website they had in stock. the person i spoke with went to find the item and made sure it was at the counter waiting for my pick-up person. totally saved me! thanks! read more

Ok,..well it was just recently that I first went to this particular REI, had to rent two 6-person tents for a big camping trip with my friends. First off the place is right off the freeway and therefore easy to get to. From work, it makes it even more convenient to pick up or drop off gear. Upon renting the tents at the store I was offered membership which in turn I think cuts the hassle down a bit less once you become a member when renting things. So I went ahead and did that for $20. Overall the cost of tents were pretty cheap, I believe you are only charged for the actual day of use, not the day you pick up or even the day you drop off. Meaning, if your picking up on Friday and then dropping off on Sunday, you will only be charged for Saturday, basically a one day rental. That I thought was pretty cool since the whole rental was so cost efficient. I booked my rental about 3 weeks before my actual pickup (but of course only stupid things only happen to me, like the day of pickup to which my friends and I are about to head to Yosemite), the sales associate tells me that he only has one 6-person tent and the other one is still out and hasn't been returned. I therefore slowly start transforming into an @$$hole....and start harping the associate asking him why my rental is being screwed up since I booked literally a month in advance? And also why this huge store only has two 6-person tents available to customers? But before I can make my complete transformation his manager comes out and pulls another 6-person tent out of a cabinet and saves the associate before I can DDT him on the counter. I then re-transform into my normal calm causal self and also accept the associates apology for the inconvenience and also explain to him that its not his fault I did understand his situation, but he also has to understand the tight predicament I'm in as well, as I am just 30 min away from heading to my trip and can't go without a tent or else 15 of my friends will string me up?! Overall, the experience was good, I still give this store 4 stars because of the price of rental and also that the manager saved the associate and still got me my tents. I did notice that things around the store were ridiculously high priced, but I guess they have to achieve profit some way or another...overall still a good store. read more

Abysmal service. I've been waiting for 15 minutes in the shoe section with my family ready to shell out hundreds to equip the entire family and no service read more

Outstanding store... regardless of what you think of REI (fan or think it's overpriced for "weekend warriors"), this store is AWESOME! It's massive, friendly staff, no lines and they have an incredible inventory. read more

The staff is friendly and knowledgeble. Incredible inventory of camping equipment. We definitely look to REI for our outdoor needs and sometimes other things, like sandals, etc. It's great that we have one right here in San Carlos! read more

Great customer service! I walked out learning way more than when I walked in and I was only there for 10 minutes. Prices are worth the top quality products. Large variety of equipment for many sports. Have options for men and women. read more

Overall I am a big fan of REI but for some strange reason this particular location is definitely a hit or miss. Some employees are abrasive and may rub you the wrong way. Phone etiquette could use improving too. I guess that's why they bug me. I usually get hung up on, transferred to the wrong department, "elitist" sassy responses, or forgotten about. I make the (dreadful) call to check if a certain bike is in stock. note: this location is a Cannondale authorized dealer. They have it in stock. Test riding bikes at this location is great. Empty parking area towards the back. A few speed bumps too. I am sure if I searched a little more I can find some gravel pockets...but for my purposes I was happy with the "terrain" offered. The girls that help me are amazing, sorry I can not recall their names for the life of me. Two girls helped me make the decision. In about an hours time i am pedaling out the door on my new bike. I never would have made a review about this location or give them the 4 stars that I did today. Saving grace were, extensive Cannondale selection AND the girls in the bike department. Thank you!!! read more

After a little researching online at the REI site, I decided to go into the store looking for three hiking shoes: Zamberlain Tundra GT Merrell Chameleon 3 Oboz Yellowstone II They ran out of Yellowstone in size 9 and didn't have the Zamberlain Tundra GT so I was pretty disappointed. But Andy, one of the representatives, asked me what I needed the boots for. After listening to my needs- which were lightweight, waterproof (optiona), strudy, brown boots, Andy recommended Teva Riva event boots. After trying on the Tevas, I realized that theTevas were the most comfortable and suited for my needs. 5 Stars for Andy! I had to deduct one star because REI did not have the Zamberlains. Overall, a great experience! read more

This REI is A-MAZING! The BF and I spotted it right off of the 101and decided on a whim to check it out. Originally, we were just looking to kill some time. I mean, we already have an REI in our hometown and we expected it to look like any other REI. But, man! This one is truly spectacular! All the departments are all well-stocked and organized. It was so easy to navigate through the entire store. In fact, if you stay true to its natural course, you're bound to venture off into each department and are able to thoroughly enjoy its inventory. Hahaha! (I'm trying to keep this review as organic as possible to stay themed with REI!) In all seriousness, I really think that this is a great store and definitely worth the trip over if you're in the area. read more

Huge selection, good deals for members, and a generally friendly, helpful staff. Pretty much what you've come to expect from REI. read more

Decently sized store. Right now, there is a very good sale of soft and technical jackets. I purchased a really nice Mountain Hardware soft technical DWR jacket for 35 % off. Parking: easy. Customer service: friendly. Tip: right outside the front door, to your right is the 101 S. on ramp. read more

I have only been in REI once - - but I received plenty of help and useful information. Today in particular, I called into the store to see about a specific product. Thank you Patric for running around for me today! He was extremely helpful, and I just have to say that I really appreciated the time he took to make sure my questions were answered. REI is going to be my new Nordstrom. read more

Some of the best customer service I've ever experienced happened right here. Needed to purchase a really good pair of hiking boots. I explained to the salesman that I was doing a lot of trails in the Bay Area and am now looking to backpack beyond. He was so helpful and I absolutely love my new boots. He was right, I am happy. read more

Definitely one of the best REI's I've been to. I showed up on a Sunday at 10:50 a.m. They only open the doors on the dot at 11:00a.m. A bit cold/windy in that shaded parking lot, but nothing you can do until you get inside. Cozy! I went to different sections asking questions about water gear, stand up paddle boarding, trying on board shorts, asking random things, i.e. (why would you buy this item to inflate a raft. All three workers that helped me were very knowledgeable, and very nice. I would definitely come back here for further gear purchase. I luckily was able to install all of the rack stuff on my own. However, I question if they would be willing to help me install a yakima rack on top of my car say if I bought the 2 of the clips and towers from REI, but another set of 2 from somewhere else... I also got my REI dividend today. It's not adjusting my rating to a 5-star in any way. Just a random note that I'm a bit happier right now. yay! read more

Great store for all the outdoor enthusiasts! For city folks too--ie comfortable shoes and clothes! The prices truly equal the quality, and there is a wide selection of brands, etc. For card members, they have these sale events which are simply amazing! The lines aren't, but sometimes I'll brave them because the prices droppppppp. ** SiDE NOTE: On the last event (August '12), the REI employees let me down a bit! They let ALL of the people in line in at once (remember that some people come early to get a priority spot in line...). The fact that some people waited several hours and others walked right in at 11 was not as bothersome as was the HUGE crowd of people grabbing stuff left and right in a tiny space. This is not how these sales used to go about and I decided to make a remark of that. Another thing- how many people are allowed in on ONE membership card?! In addition, the REI girls at the "gate" were chatting it up, while we witnessed several shop lifters! Again, not my loss, but it turns out someone has stolen personal belongings of another customer :( ** Private parking lot allows for a stress free parking! Convenient location right off of the Fwy101 is another bonus! My only remark is that these kinds of stores don't allow dogs in there...I mean it's an outdoor equipment store, really!? Overall, the REI store in San Carlos is a "two thumbs up" place. read more

REI is truly a wonderful store filled with wonderful people. The REI SC staff is always helpful and knowledgeable in their field. They also have a wonderful membership program that allows you to take advantage of their useful wilderness classes among other equally impressive benefits. Thanks REI SC for being so great. Ps: If you are like me and love hiking this is the place to get your maps and books for your Bay Area hikes. read more

REI - REI San Carlos sign at night. - Outdoor Gear Near Me - San Carlos, California

The staff here are always great! Pre-pandemic, I would come here just to destress :) They have so many cool toys, but I wish they had clothes for different body shapes. read more

Love REI I don't go to this REI often cuz its way out of the way but I have been here on several occasions. Camping, fishing, biking, hiking, running, walking, golfing, swimming, skiing...great store! read more

Super friendly staff, very willing to help with searches of their products and find the right item. Beware: if you don't know San Carlos, the store is hard to find. Really look at your directions and then know that it's *behind* the shopping center where you think it should be. (I had to stop someone in the parking lot and ask for directions because there were no signs in sight.) Also the parking lot looked super sketchy (which was confirmed by the multiple signs warning of theft). I would not leave bikes, skies or kayaks on a vehicle if they weren't *locked* (not just strapped) down. Even then... I dunno... read more

Going to this REI used to be fun, but that was more than 2 years ago. Something changed, and it has never been the same again. Bring back the happy and helpful people, please! read more

Been a member of REI since the late 70's and when Berkeley was the closest store to me. Still have my original membership card from back then. Anyway...glad that San Carlos opened up as it makes the store visits much easier. The staff here is wonderful and fairly knowledgeable about the products. I love going in there to see what's new. If you are an outdoors type of person, this place has something for you and if they don't have it, they'll help you find it or get it. After introducing my girls to REI, they too love shopping their for their gear. read more

I want to give a shout-out to REI San Carlos' bike department. I purchased a new road bike from REI outlet--it was delivered to the store and they assembled it for me. When I picked it up, it was in good shape, but after taking it out for a few rides, I realized the bike wasn't perfectly adjusted for my size and I needed to get the bike properly fitted. I researched a few local shops, but it turns out that REI offers this service for free. I called to schedule an appointment and was helped by Will - bike fitter extraordinaire! He clearly knows his stuff. Will helped me to adjust the stem, handlebars, saddle, and pedals to make sure everything fit perfectly. He also took to the time to test and adjust the brakes and helped install some new water bottle cages, as well as giving me really helpful advice about local riding routes and best lighting options. I was really impressed by REI's bike fitting service. I'm now looking forward to more efficient and comfortable riding. Thanks so much to Will and the awesome REI bike staff! read more

These days, I do most of my buying/shopping online for one reason, it's quick, easy, and convienient, and you don't have to deal with high school kids who want to sell you useless warranties or insurances. I placed an order online for a White River Men's jacket,and they said it would be shipped to the San Carlos store, and ready for pickup within 9 days, so I'm thinking damn, that long? 24 hours later, I get a call from Mandy and she says it's ready for pickup, so I swing by the shop the following day (saturday) right at 10am, and the pick up process was hassle-free. Just flash your CA DL, and your on your way, no need to swipe credit cards, or sell me on useless REI membership. I don't shop at REI much, so I didn't find the $20 a year benefical to me. Anyways, great little shop! read more

Very rarely do I encounter an employee here that I feel is super helpful or really knowledgeable, I mean yeah they help unlock things or might give an opinion on one product or another, but I usually find that I need to do most of the research and then they might agree. But on this visit we met Matthew B. Hubby had recently bought me a camping back pack and we needed to get it adjusted and fitted properly and not only did Matthew B help with that, he also walked me through all the ins and outs of my new pack and gave some great pointers. Thank you Matthew B! read more

I love this place and go about once a month, but there's one thing that gets me every time - this location is habitually understaffed (at least on the weekends)!!! If you're looking to try something on, be prepared to hunt and expect any employee you find to be helping someone else. If you leave their area and return, hoping they're done, they'll have vanished. You can tell when they're really short-handed by the number inventory boxes laying around. Other than that, the staff is friendly (when you get a hold of them), and there's all sorts of neat stuff to handle in the store. read more

Great place to get your outdoor needs. Love the bike selections here, especially the Ghost bikes. Staff is very helpful and knowledgeable. read more

REI - Bike services - Outdoor Gear Near Me - San Carlos, California

Megan is fantastic. I went to the San Carlos REI to look for a hammock. I know nothing about them and was looking for some advice. LUCKILY I was helped by Megan. She was so knowledgeable about not only hammocks but other items I was blown away! I'm "old school" and get so frustrated by the lack of knowledge and assistance that is "the new normal" today. But she was from my era, helpful, knowledgeable and friendly. If I owned a retail establishment, I'd hire a 1000 Megans. Kudos to REI for hiring and retaining people like her. read more

Awful service. Went in at 8 pm on a thur. The store wasn't busy, not a single employee said hello, or asked if I needed help. I spent 30 min in the backpack section looking for a good travel pack, ready to spend hundreds of dollars, no one could be bothered to help. Came home and ordered an Osprey Ozone from Amazon instead. read more

It's hard to fault REI on selection and service, and totally impossible to pick fault with their returns policy which has saved my neck on multiple occasions. Some items can be a little on the pricey side, but if you're patient enough to wait for one of the regular sales then you'll be laughing. And at least you can always comfort yourself in the knowledge that you'll be getting 10% off with your dividend. (You are a member, aren't you?) read more

I love REI. It is the best place to go to for outdoor sports gear (especially winter sports and mountain climbing) and camping and hiking gear. The prices are a little pricey, but for stuff that you can't find anywhere, you'll definitely find it here. Oh I miss the one in Seattle in which they have an indoor climbing structure, That one I think is the best one of all the REIs I have ever been to. And the employees are pretty helpful and friendly. This guy just suggested that I become a member for just $20, so that I could get a discount on their stuff and be able to take classes in different outdoor activities such as kayaking, mountain climbing and etc. I guess I will do that. And I heard one day of the month, they sell some used stuff for much less, So that sounds like a great deal. read more

Speaking just about the bike shop at my local REI. They're simply top notch. I recently bought a new commuter bike, and the customer service in the bike shop just crushed it. The staff was super knowledgeable about the cannondale I bought, very informed on the alternatives, and did zero pressure or upselling. About a week after I got the bike, the brake disc came loose, and after I rolled it in the door, they had it fixed in like ten minutes. Amazing. read more

The store hours on Yelp say that the store is open 11am-7pm on Sundays. It is now 11:15am on Sunday. I call the store's number, and the voicemail message says the store is now closed. The voicemail also says the store is open from 11am-7pm on Sundays. If you want my business, pick up the phone, people! read more

REI is really neat. I'd never really gone in and looked around until I went to a Zombie Prepardness class here around Halloween. It was more of a class on preparing for a disaster than zombies, but that was okay. The guy teaching it was knowledgeable and kept everyone engaged in the class. They have a great selection of camping/survival gear. Now, I hardly go anywhere to look at this stuff so I can't compare it to other stores. I like that REI is super clean, organized, and the workers are very friendly and will always ask if you need help. I even ordered something online to have shipped to the store which was a smooth transaction. Shipped to the store fast and picking it up was easy. I will say though, this place is SUPER expensive. I will return though because browsing here is fun. Oh, their bathrooms are clean too. read more

I went into the shoe department looking for very specific hiking boots and socks for a trip to base camp at Mount Everest. Alison (who was very busy with many other customers) came to help me with my many questions and specific condition requirements. I walked out of REI 45 minutes later full of good advise as well as boot and socks that will get me there and back from a trip of a lifetime. Thank you REI and Alison for your intense and informative customer service. read more

Decent REI. Not the greatest selection for packing, but clean, well organized, and awesome helpful and friendly staff. Staff went over and above to help us, more than any REI we've been to in the bay from SF to Saratoga. Kudos to John in packs for his knowledge and help fitting my wife with a new Osprey pack and accessories! Will return to this location. read more

Staff is extremely polite and friendly. Unfortunately, when I was placing my order online, the website states that the item is in stock and can be picked the following day. I called the location the next day asking for an update and was told that the item that I purchased was in back order. Why tell your customer that the item is in stock and ready to be picked the following day, then be told that it's not available? The website is very misleading and as a customer for several years, my trust towards REI is no longer where it used to be. Extremely disappointed. read more

No compensation, but got a whole lot of waiting. Ordered 2 jackets to be delivered to store, got emailed ETA for the 6th, didn't get till the 15th. Went to store feeling happy go-lucky...got stood up after a 30 minute of store clerks searching. Gave store my contact info as they continue to look for the jackets. Left without argument or even a cent of remorse, just smiled and hoped for the best. Called me back a few hours later and informed me the order was LOST...."but but but you emailed me to come to the store!??!" Sorry, its lost. REI's delivery system is really weird...they even knew it was LOST(says REI) but decided to generate an email telling me to come anyways!?!?! Called customer service to reorder...hoping they can expedite the delivery to store - NO CAN DO. How bout a discount? YOUR ORIGINAL ORDER ALREADY HAS IT. But i already waited 2 weeks....WAIT ANOTHER 2! At least the store gave an effort in the search. Thank you REI....grumble grumble... read more

I love REI! It is my favorite place to shop for travel clothes. The experienced sales representatives have multiple times made invaluable recommendations for traveling to different places/climates. I love to go online and read and learn tips for different sports such as buying certain gear, etc. I also love the rei member dividend! read more

Great product selection, helpful staff. Customer service desk is slooooooooow with returns and store pickup orders. Slooooooo