Another trip in, another terrible customer service experience. There is no one available and one must search for assistance to open a fitting room. Employee - "Are you staring at me because you need a fitting room?" Me - "yes. It's not an efficient system." "It's not efficient for any of us!" Haha thanks for the help dude. I found everything on my own just fine. Sorry to bother you... read more

Quality/Quantity - We are regular customers at your Reno, NV location. My wife reminded me that we had a $30 gift card, so we stopped by here. Did not find anything here we wanted or needed. And not that a $30 gift card would make much of a difference for the electric bikes that I was looking at, lol. Guess we have to finish our shopping when we get back to Reno, NV. Atmosphere - Smaller location. Clean and organized. Open 7 days a week from 10am to 6pm, 7pm, or 8pm. See their website. Plenty of parking. Service - Self service, not one employee approached us. Even though I was looking at their $7k electric bikes. Price - Expensive, but that is the cost for quality and service... Owner Comment - Congrats on your success since 1938! I like the COOP concept and the $30 lifetime membership model. We are members. Many of my friends are also loyal customers due to this model. You created a good and strong culture. Keep up the good work. read more

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Quickly and finally visited this particular REI at the southern edge of Santa Cruz. It is a brand spanking new building connected to a Chefs warehouse- I will review that one soon it's spectacular also. I don't know about the low reviews here but this REI has all you need . Bikes, water containers, Hoka shoes, Vuori athlesuire clothing, vehicle accessories you name it. Very clean and organized. They have a customer loyalty program also. Parking Lot seems always seems packed when I visit because it's sharing with Marshalls also. Don't get any help or customer service here yet but there are plenty of employees helping out. It's not a cheap place but it has quality items . read more

REI - Storefront 9/22/25 looks brand new, very clean - Outdoor Gear Near Me - Santa Cruz, California

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I visited the Santa Cruz REI on a Monday around 7pm. The store was a little busy, but I was immediately greeted by someone friendly at the registers, which made me feel welcome right away. I wandered around for a bit and appreciated being able to browse on my own before heading back to the register to ask for help. I wanted to try on the Osprey Fairview and Sojourn packs with weight added so I could get a realistic feel for how they'd carry. I was directed to the fitting counter and met Kira -- and she is amazing. To give you an idea of how much she was juggling: she was already helping another customer with a backpack fitting, assisting me, and keeping an eye on two additional customers on the floor. Despite being clearly busy, she was calm, attentive, and intentional with each of us. She truly took the time to understand our individual needs and concerns. When I explained that I wanted to try the packs with added weight, she suggested going through a proper fitting to ensure the best ergonomic setup. While the Osprey fitting didn't go as planned Kira immediately shifted gears and offered an alternative option without hesitation. She was incredibly supportive, validating, and encouraging throughout the entire process. What could have been a disappointing experience turned into a positive one because of her empathy and professionalism. I cannot recommend her enough for anyone needing backpack fitting support or guidance. She went above and beyond -- truly exceptional customer service. Please give her a raise. She absolutely deserves it. read more

I love shopping at our local REI, and I am so grateful to have one right in my community. Everyone there is friendly and knowledgeable.

A++++ service in the bike department. Matt the bike tech is an absolute Legend sooo knowledgeable, helpful, and gracious! You can tell his level of bike expertise because he actually rides and knows what he is talking about! Store is smaller than most but experts as bike/ski technicians! Would recommend this department to anyone looking for bike:/ski advice and instruction! Rei always has reasonable pricing and I am stoked on my eMTB purchase - great value and customer satisfaction policy - the bike rips downhill and all thanks to Matt for his recommendation.! Keep up the stellar service! Cheers DK read more

REI - Salsa Notch eMTB on foothill trails! - Outdoor Gear Near Me - Santa Cruz, California

There good. For me, I'm not looking to upgrade or buy new equipment for backpacking camping, snowboarding or cycling. For me it's replacing as needed. I am a co-op member. Have been for time. So to be upfront here, equipment and replacement parts are very expensive here and elsewhere. Everyone's looking for a deal. I just don't think I'll ever get one here. Even the re-stock items (used) are pricey. Years ago when they had a certain weekend every few months for a members sale, that was a great deal. So this REI is fully stocked, clean and the service is excellent. Just as all the other stores. Last words...just looking. read more

I much prefer shopping online versus in-person, for many reasons (not having the right style or size, rude or no customer service, etc) so I was dreading going to REI. But I needed a pair of water-proof hiking shoes and was having zero luck online. I went into the Santa Cruz store Thursday, Feb 19th around 1130am and met the nicest, friendliest, most knowledgeable and customer service oriented young man in the shoe department. Sadly I didn't get his name so I hope the REI manager can see who was working then. He brought out several pairs of shoes and offered several good suggestions. He also took care of two other customers at the same time but without impacting service levels of any of us. His energy and focus on customers were impressive. I then went to the counter where I was met by Beth, who was even more fabulous! She helped me with ordering two pairs that weren't in stock. Told me all about the special return policy for REI members and was super patient and helpful. The ordered shoes arrived two days later, and as luck would have it, the most comfortable pair were the shoes on sale. Gotta love a great deal on top of fantastic service! I'm a raving fan of REI Santa Cruz now. Please keep up the great work! I'll be back and will bring my family, too. Thank you. read more

The issue isn't with the store itself it's the shoes I bought there. $200 for hoka shoes which in a couple months are torturing my feet . Hoka has a one year warranty but no coverage on if they get your feet which is due to a bad design with a raised heal which forces your weight to the front of your foot causing extreme discomfort read more

The selection of the store is good. Some of the employees are very helpful. There's a couple of more experienced people working there that will take the time to answer questions and help you check out gear. I've had a couple of the younger employees tell me just to go online and watch YouTube videos. Then buy it online and just return it if I don't like it. read more

It is good to have a rei. The cashiers tend to be very slow. More likely to want to chat for 15 minutes with someone than keep the line moving. There will be 6-8 people on the floor and one cahier. Other than that it is good read more

Be very aware that REI return policy has completely disappeared as quality of REI products built in CHINA has greatly declined. Bought an REi Kingdom 6 tent a few years back, used 4 times. The inner floor seams have completely disintegrated and the store policy is basically 'screw-off' at this point outside of a year. If you do buy from REI DONT buy REI brand! Buy another brand that has their own return policy...see pics... read more

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Everyone at REI are very friendly people, they are always willing to help out whichever you need and if you're having a hard time deciding what type of product they will be there to give advices on things. I love REI and hope to share this love for REI to you guys reading this. Value of work into their service is great. read more

Best customer service in town, especially in the footwear department! Kudos to Robin for providing excellent service (she was busy)...great staff and knowledgeable on most brands:) This store goes to 11. read more

This REI store is a little bigger than most REI stores I have visited. It seems to carry more items and lots more choices. The employees in this store are busy but still very friendly at the time when I'm there. They answered all my questions very politely. The price of the merchandise is comparable to the other stores selling the same high-quality items. It seems they have more clearance items available in this store compared to the other REI. I guess it is because they have more sales space available at this store. The parking lot is jam-packed when I'm there. I have to park my car pretty far at the corner of the parking lot. The parking lot is clean and looks safe to me. read more

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Pretty wide selection for what initially seems like a small space. Staff is generally helpful. Took off a star because of the checkout experience--REI must be pressuring their checkers to pitch folks about deals and discounts. It was very unpleasant to listen to the pushy checkout clerk while waiting in line and even more unpleasant when I ended up on the receiving end. People don't mind hearing about a special or a discount program, but nobody wants to feel pressured or forced into defending their choice not to spend money on things they don't want or need. Gross. read more

I had a horrible customer service experience at Santa Cruz Rei- Horrible! N it was slightly mitigated- So i go into REI n i go to the shoe area in the back n I ask an associate if they can help me get some shoes to try on I wear a men's 15- sometimes 16- I know some stores don't have my size - known this for decades - that associate directs me to another associate - an older lady - n i ask her if she could tell me which brands of shoe do u have in 15? She says - without even checking - we don't have any - then goes online n shows me some online shoes n tells me to order online- basically telling me to go away - I state- i don't buy shoes online - thats why I'm here- to try on shoes - I bought a size 15 here previously - she looks offended after I said that- then a guy named JT comes over n I briefly explain what I'm trying to do - n he says they do have a size 15 in an outdoor shoe - n the other associate said they didn't n told me to go home n order online- Long story short- I try on the size 15s- They fit - i want them - JT comes over- i tell him i want them- n he says - I can bring them to the register now - i say ok thank u - So i continue shopping - n i choose to individually bring my items to the register as i selected them- Then when I go to cash out - JT replaces the register person - tallies up my bill n he starts pointing to the credit card machine - not speaking - i knew what he wanted- I said can ask u why ur pointing at my me- he says to pay- I said can I use cash - he said yes- I count out everything to the penny- I said I don't know if I have enough cash- i knew I did - JT said we could do a blend- JT was very intense n wrapped tight talking to me- I didn't do anything or saying anything to illicit being treated they i was- I can only conclude they didn't like the way I looked- I do sometimes have a lisp- I'm not perfect read more

I love REI. The employees are amazing and so helpful. Definitely recommend shopping here. The employees make my shopping experience amazing!. Musko must-see love love. read more

Customer Service when checking out! Every time I go to REI Iin Capitola, I say never again because of the slow check out! I always get great service picking g out shoes and then get stuck in a slow line with rude checkers'. The lady was on the phone with another customer and another checker actually said I don't get paid enough to help online shoppers! I may just return the shoes and get them somewhere else and cancel membership read more

I've been a member since 1970 when I returned to Cali from Alaska. Joined at the mothership in Seattle. I am so glad they now have a SCruz store. Each time I have visited, the employees were friendly and helpful. I wanted to purchase a new pair of mountaineering boots because my La Sportiva boots had delaminated at the sole while in Yosemite. Strangely enough, my wife's Lowas did too. Weird. They don't carry mountaineering boots at this store so I opted to purchase a pair of La Sportiva Aequilibrium LT boots on-line. When I received them I discovered there was no way my feet, large instep and high arch, would even fit through the top. Bummer. I like La Sportiva boots since the foot last "used" to fit my feet. I popped in to the store to return them and all was processing normally when an employee heard my story and requirements. Tori jumped into the fray and went to the back to see if there were any returns in my size, 46. I decided I didn't want to try La Sportiva boots a second time so I went with the Scarpa Charmoz HD, she brought out a return, wrong size but we knew that, and it appears the the Scarpa boots have a wider opening at the top. I purchased them and they'll be sent to the store. I did find out that they generally won't ship store to store if they are more than 50 miles apart. Good to know. Thanks to all the great employees and a special shout out to Tori. read more

REI - La Sortiva - Outdoor Gear Near Me - Santa Cruz, California

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The prices of the shoes on the bottom Tom. Try "looking" a little. I had three different employees helping my wife and daughter who were trying on boots. Finally after a half hour or so they found the perfect pairs. Staff is awesome and great selection. Of course they're pricey. You want cheap shit go on Amazon. read more

REI , doesn't do a good job of tracking your Purchases! If they cant look up your purchase you can't Return It! And there prices aren't that good , better to Buy , what you want directly from the store, for example if you want Uggs, Buy from the Ugg Store! read more

Young guy in the shoe department was helpful. I was forthcoming that I wanted to try on Blundstones for sizing purposes only since I plan to order direct from the manufacturer (who recommends buying a .5 larger if your feet are wide). He was kind and offered to measure my width. Thereafter, he brought out Blundstones -my size and a .5 size larger.. this determined the appropriate size I'm about to order and will save me time for a purchase that I'm really excited about. 1/8inch makes a huge difference in comfort! read more

Went in looking for boots No pricing on any of them Looked around for 10 minutes no one even acknowledged me no one asked can I help you No one did anything Then I asked a guy that looked like he might work there can someone help me out here He said I'll see He never returned No one came I left never to return ! I would say Patagonia outlet on river st would be a 5 star and Rei would be a 0 star read more

Left the store within seconds since the store was full with non maskers despite a mask mandate that was issued by the county. When asking the staff that were positioned as greeters why they do not enforce masks, they played dumb. REI Santa Cruz just lost a customer! read more

Good product, awful customer service. My wife went to buy me a gift and after standing in a LONG line she was told it was a member only sale day and she had to join at a cost of $35 to make a purchase. She returned on another day and received a hard sell to purchase a membership for $35 and she would get a credit of $30. She bought the hat with a price tag of $39.95 and the membership. She went back into the store to buy something with the credit, stood in line and then told the credit wasn't good until the next day. After leaving the store, she checked her receipt and saw she was charged $45. She went back inside the store, stood in line again and then instead of apologizing or offering a credit, the sale rep said that the price on the hat was probably a "sale price" and it was put out early. The tag was a pre-printed tag with a price. I am pretty sure it's illegal in Ca to advertise one price on a product and then charge a customer a different price at the register. Warning- call the store ahead or ask a salesperson when you enter if they are selling to the public. No signs were posted about a "member only" sale when my wife went.... Who knows maybe it was fake information to pressure my wife to buy a membership. Warning- check the price advertised against your receipt. Warning- be prepared for a hard sell to buy a "membership." read more

Terrible customer service, sister has slightly darker skin and when checking out the employee who was a white older lady with blonde hair, probably 60's, Julia was searching the CUP we were purchasing assuming we was stealing and said " Oh I was looking for a sticker" trying to play it off and was very rude to me the entire transaction. The customer before me who had lighter skin was purchasing the same cup and Julia didn't search their cup. read more

Walked in just to browse and was greeted warmly midway through the store. Not bombarded I got to the sho department and bam them people were all over like a car salesman If someone is on the spectrum take heed and put your shields on The associate that attended to my concerns the most was just returning from vacation and I am so glad I was help ed by her otherwise this company would have lost a sale Didn't get her name but if corporate is reading this. Inquire and make sure she's recognized She keeps people coming back Forget the certificate. Boost her wages She represented your company In a way customer service was meant to be read more

This store has a lot of great brands all in one place! Employees are always nice and helpful. It always amazes me how expensive outdoor wear can be read more

I have always like REI. Went there to buy a pair of supportive shoes my doctor recommended and he also recommended REI. The sales rep at REI did not have the but she tried to get me to butt a different pair 2 sizes larger than my feet , not my width and in bright orange. In fact they were out of most styles and had 0 shoes in my size 8. She asked me if I liked them and I said these were not the shoes I came in for and they were not a color I would buy. She asked if she should box them up and looked stunned when I said I was not going to buy a pair of shoes that are nowhere near my size. She seemed to think I would buy ill-fitting shoes because she brought them out to me. Worse shoe-shopping experience in 20 years. It's back to Zappos for me! BTW, did I mention I was coming from the foot doctor? read more

Love this pace! The quality of service and products is simply unmatched. And their staff treats you like royalty. What more could one ask for? And Emma and Luisa in Footwear rule! read more

Went yesterday for the Labor Day sale. Nancy was amazing and super helpful as I tried to figure out what shoes fit me best and would help me at work. The staff at the registers were friendly and considerate as some of the signs were not clear. There was no awkward tension and I wasn't corrected. I appreciate their hospitality. read more

I've come to this new REI a few times searching for shoes. The first two times, I was completely ignored by the staff in the shoe department despite being the only customer there, and didn't find anything I liked. Today, I came by to give it one more shot and was lucky enough to have Bill's help! He's very knowledgeable about the brands, and showed me ones that would suit my needs best, all while juggling several other customers. Bill took the time to measure my foot to ensure a proper fit, thoroughly answered all my questions, and attentively listened to my responses to his queries. On top of selling me the perfect pair of shoes, Bill also shared all the great benefits of being an REI member. A lifetime membership with so many perks for only $30 seems like a no-brainer. I signed up today and am excited to come back soon for their big sale this month. Thank you, Bill! You're an amazing salesperson, and you deserve to be the employee of the month! read more

Service at the Santa Cruz REI has always been superior. The cashiers are gracious. The staff on the phone has been patient and eager to please. The staff on the floor will help me find everything I am looking for. I wanted to show a staff person that the smaller model of the collapsible sink wasn't collapsing well. She tried it and acknowledged it took some time to awkwardly close it down. I was given some price adjustments on some items that had gone down in price since I bought them. All of the above courtesies happened today! They inspire confidence in the personnel and the store! Thank you! I love shopping at REI. (I do not see how to do the star rating.) read more

I purchased a Thule rack-mounted storage box for my car online from REI and came to the store to pick it up. The staff was amazing and had me come around to the loading dock where employee David helped me take it out of the box, helped me install it on my roof, and then he took the huge cardboard box it came in so it could be recycled. The whole process was pleasant, efficient, and I'm super stoked with my new purchase. I'm so stoked we now have an REI in Santa Cruz! read more

Moved to Santa Cruz last year from San Jose. Was exited to hear that a REI was coming to Santa Cruz. When it opened they did not have a big selection on the shelves and racks. Maybe it's a shipping problem related to the pandemic and the cargo ships taking a long time to get to their destination. I now just order online and have it shipped to the store or my home. read more

Today I actually made a purchase at rei and let me tell you, the staff was amazing everyone who helped me was super great, Nancy in shoes helped me find the perfect new shoe that I needed! I couldn't be happier with my purchase! read more

My great review goes primarily to Jun and his amazing customer service. I went in looking for a pair of hiking shoes on opening day. He took my measurements and recommended a shoe that fit the widths of my foot since im more wide footed. He helped me for maybe half an hour helping me pick the right size and style and was extremely patient with me. Fast forward a couple days and i realized the back of my foot was to sensitive to shoes with ankle support so i went in and he was there. Jun helped me find a different style shoe and was so helpful asking questions and making sure it worked out for me. I definitely will be returning as a future customer! read more

REI - Keen targhee - Outdoor Gear Near Me - Santa Cruz, California

So disorganized! I realize that it takes some time for a new store to get everyone fully trained and up to speed on things, and everyone in the SC store was very nice -- certainly trying their best to be helpful. But when I shopped the store in person, it took way too long to retrieve my item from the back, and complete my transaction. Just too many inexperienced salespeople and a lack of communication. So, the next time I wanted to purchase something, I had it shipped to the store for curbside pickup. What a mess that was! I should have had it shipped to my home. Lesson learned. The store is attractive and tidy, but more sparsely stocked than most REI stores. I wonder whether that has to do with the high rate of shoplifting in Santa Cruz? I heard another customer say, disparagingly, that the store was an "REI lite." read more

Mathieu in the backpack section is awesome!!! We have visited twice to get our torso measured and try on different packs with weight. He's patient, knowledgeable and fun to work with! I feel like I will be well prepared for our first big trek thanks to Mathieu! read more