I've been a member since 1986 and I got the total non-service treatment when calling to check on a birthday package that was shipped to store and was scheduled to arrive the day I called. I called in the afternoon to ask if it had arrived at the store yet. Jacob told me he didn't know, couldn't find out and could not walk to the back of the store to see if it had arrived but had not yet been processed. So my daughter, who is leaving at 5:00am tomorrow for a Florida vacation, will not have her needed rain jacket. What Jacob did do was give me the customer "service" phone number which I called because "they had better information". Well, I waited for a representative for 30 minutes before hanging up. And stores like REI wonder why Amazon Prime is doing so well. Service, service, service! Something entirely lacking at REI. read more

I have been to the Santa Rosa REI several times to buy basic clothing items such as warm weather jacket, vest, etc. I have been disappointed most times by the lack of inventory in my very unusual size: MEDIUM! Most recently I was there in early January, driven to find something to stay warm. I wasn't looking for sale items, in which case I could understand the slim pickings. I mentioned the dearth of Mediums to a sales associate who agreed the store had mostly XS and XL in stock. He said he wished he was the buyer because he would see the need for more Medium and have more of those on hand. The checkout person asked me if I'd found everything I wanted and I told her my dilemma as well. Her response was to tell me when the shipments come in. I guess I'm supposed to run my schedule based on when REI gets its shipment of clothes; that's not going to happen. read more

I bought a fairly expensive bike rack last July and have hated it ever since. Yesterday, I decided to bite the bullet and get one that is easier to load and drive with and I'd take the loss. I found the perfect one at REI (bought the last one there too) and asked if they had a buy back program. Unbeknowst to me, they will take back anything within a year's time - even without original packaging - and give a full refund. Maybe it's because I'm a member?? Didn't ask but it's exactly what they did. This was a $350 rack! Apparently, every 2 months they have a parking lot sale and returns are sold at a discount to the public. Everyone wins. Their sale events are phenomenal and their quality is killer. This just put the icing on the cake for me. They have integrity! read more

I had a great experience with REI- return policy (for member I have no idea for non-member) clean store and good and friendly staffs. My view changed lately when one of the staffs (a "merchandiser" lady) in the floor just bark on me in a rude way with a hard touch in the shoulder saying your child is spilling on our tent. I acknowledge my fault I wasn't able to check at my child's water bottle (it's a spill proof contigo, when I check in front of her shaking the bottle I saw no spillage though, maybe the water came from the mouth of my son- still my fault) but to do a hard touch and speaking in a rude way plus a sharp eyes when I apologize to her is not parallel to good customer service the other staffs are showing. I understand her work as she is always in the floor making the shelves look good and clean but with such gestures like she wants us to throw away from the store is a very bad experience. Maybe she is not happy seeing kids in the store walking like an REI brand endorser. read more

I am a long time manager in the outdoor retail industry - been at it for almost 20 years. I actually worked for REI in another market for 3 years. Today was the worst REI experience I've ever had. Let me get this straight: I love REI. I always have. Today, I spent 30 minutes in the Santa Rosa location that was well staffed with very little foot traffic and was never once engaged or approached for assistance. I shopped the footwear department and the entire camping department. I was shocked at how poorly the inventory was merchandised and ticketed. In one aisle of backpacks alone, there were no fewer than 9 missing price tickets. The sleeping pads (which I was shopping) had no organization and very few price tags - lucky for me, I know that there are Product Information Guides to make self assistance possible - but there were other customers confused so I found myself guiding them through the store. The checkout experience was mediocre at best: no energy, no engagement. Just took my money and sent me on my way. Unless REID has drastically lowered their expectations in the past few years, this store needs the management team to have a serious conversation with their staff and follow that up with some real leadership. I wish I didn't have to give them my money today. read more

I've been buying loyally from REI for 20+ years, and think their gear is super, that the "mother store" in Seattle is Nirvana. But the Santa Rosa store finally shattered that loyalty. I canceled my membership after more than a year of the world's worst customer service at the Santa Rosa store I don't even know why I have bothered to go back to the Santa Rosa Store for the past year. Last April (2008), I went in to buy a mountain bike. I have a Novara (REI's brand) which is the equivalent of a Rockhopper. This one was a great bike and replaced a steel-frame Rockhopper I bought in the mid-1980s. In April, I was at REI to buy another one -- this for my son's birthday. After twiddling my thumbs for half an hour while the store people found plenty of things to do instead of sell me a bicycle, I left, bought a Specialized Rockhopper at a local indy bike shop (http://www.sonomabicyclecompany.com/). The local shop was so stellar, that we stopped all bike purchases and repairs at REI. And there are a lot of those because my son and I thrash the bikes pretty badly on local trails ... bent rims, damaged derailleurs ... we've bought new rear gear cassettes and more ... lots of $$ Despite that, I kept going back to REI for backpacking gear and supplies. Several other times in the past year, I left the Santa Rosa store and drove down to REI's Corte Madera store where they do a great job of customer support. But that store is 1.5 hours (round-trip) for me. So, I've tried Santa Rosa again and again and always a hassle. Finally, I've had it. Two Saturdays ago, after collecting food and a LOT other items for an upcoming Sierra backpack, I found myself in a checkout line with 12 people ... and one sort-of-active checkout person. I say "sort of active" because she was handling a return or something for the entire 25 minutes that everyone else was in line. Nearly half an hour! And no additional clerks were added? This is NOT unusual. I've seen it over and over ... but never as bad as this. It's good to take care of returns, but you can't ignore the rest of the customers. I stood there in my North Face trail running shoes (previously bought at REI Santa Rosa from a clerk who didn't know how to lace them up properly) took out my small S4 Leatherman (bought at REI), used the scissors to cut my membership card in half and left it on the counter. I then abandoned a full cart and left the store -- and REI -- for the last time. I called REI's customer service line the same day and got someone who convinced me that perhaps I was too hasty and ought to speak with someone from the store. So I waited. A day or so later, I got a too-late and too-lame call back from someone whose tone of voice confirmed that they don't really care at that store. By the time I got the late and lame call, I had already bought everything from backcountry.com, Cabelas.com and mountainhouse.com. And saved money. And now, don't have to hassle with REI Santa Rosa any more. REI: a great company with great gear ... and a store to avoid. Ciao! read more

I went in there to get a backpack, the young man working there was very knowledgable about the sizing and fit. at first i thought i needed a large, because i am a larger size man. he convinced me to try different sizes, and i ended up finding a perfect fit on a bag i would of otherwise not considered. the backpack works great, and the young man took his time helping me find the perfect one. i really appreciate this service, and i like this rei in general, and after this i give it 5 stars. about as good as it gets! thanks rei read more

I was told to come to REI and Shane would help us fix our flat tier. When I showed up Shane was not working yet and the people were very rude, saying don't talk to him he's not on, don't talk to him. They need to give better customer service read more

I always thought this was a great store with helpful employees. Not anymore. I've gone in the last 3 times and recieved very sketchy service, once in the shoe department and twice in the backpack area. I think they have a time limit for each customer and it's about 2 minutes before they say they'll be right back, but never return. I returned the backpack I bought and didn't buy a different one because the help was so bad. read more

Go in there every two to three years. Could do without the heavy hit on the co-op joining encouragement. Good customer service though.

Definitely one of the smaller REI's, which is too bad because on the weekends it is packed. Inventory is lacking, store layout isn't great, and I find many of the employee's to be stand offish. read more

I used to like REI a lot but it has really gone down the last year or so. At least this one. Some of the employees are right on but a bunch of them sort of act like its a hang out and not a job. Like they are bothered by asking to be helpful. Trying to get someone to the freaking knife counter is like trying to find the fountain of youth, Jesus there is some expensive stuff in there and you can't get in without a key you'd think a person would be there on the ready. The reward program is nice and the credit card is too but this REI is tired and in need of some refreshing. read more

i found some surprisingly cute and anatomically-correct flats and sandals here! i work as a hairstylist, so i don't like to compromise fashion OR comfort. with the shoes they carry here, i don't have to. i also found some great water bottles. completely BPA free and clear of releasable toxins. it's great. made by camelbak, only about 10 bucks and come in all shapes and colors. we bought some great camping utilities that i didn't even know existed! a manual water purifier, a fold-up stove, stackable pots and pans that also convert into tupperware, and a coffee maker! so crazy.. now i can enjoy the outdoors as well as the foods and drinks i enjoy, too! read more

Best source for outdoor clothing and car racks. Bikes not so much. The sidewalk sales are where it's at with sweet deals on the returned goods. The dividends for the members are cool too. read more

So Helpful! Thank you to Jaycob, Sophie, Jeremy and the other two young women who helped me today with my return (5 people helped me!). I didn't get all of their names and I apologize for any misspellings. I had such a good experience--I highly recommend visiting this location! read more

Like these folks, and generally a well-stocked store. Long time REI member, and stores like this are what have kept me.

I had a very positive experience buying a bicycle at this REI. I live in San Francisco, but happened to be in Sonoma County for the weekend. I had been looking for a very specific bicycle, but the stores I had visited in SF were super disorganized and just couldn't seem to get it together, so I came to REI. Within minutes, they found the bike I was looking for and sent me out on a test ride. That was too easy - I'm sold at this point! I had also wanted to make a few minor adjustments to the bike and add a couple of accessories, and luckily, the bike department was happy to do this for me before I left the store. They made the process so easy, and saved me lots of time (and some money). Above all, they were so nice! None of the bike shops in SF are this good, so I'm glad to have found them. Thanks again! read more

This is my equivalent to a child's toy store. Not only do they have all the cool toys, but most of them are pricy and therefore out of reach just as many of the toys of my childhood were. read more

I bought my new pack here a little bit ago. Gotta give it to these guys. They know their stuff. Customer service here is great! You pretty much have a personal shopper with you, helping you pick out the right size and for what your using your gear for. And the bicycle department is very knowledgeable as well. For under $200 they rebuilt and tune the front suspension on my mountain bike for my riding style. Two thumbs up! Thanks you guys! read more

One of my favoritest places ever. All that yummy gear to drool over. They have more than enough to keep a gearhead happy for months. If you can't find what you want they'll order it for you, hate anything after you get it return anything anytime (yes, even 7 years later). The staff is very knowledgeable and super helpful read more

This REI has some very well informed staff. The folks are especially knowledgeable on questions about cycling and hiking. As an REI member, I get 10% back on my REI purchases plus an extra 10% when I use my REI credit card and 5% for my non-REI purchases. Suffice it to say, my annual rebate covers all the lift tickets and bike parts I need for the year. read more

whenever i am in mainland, i try not to miss stopping nearby REI. you might be lucky to be at a great clearance sale items! i usually find something GOOD. this time, we got to the store 30 minutes befor closing. i felt the least friendliness compared to the past experience, but i got my hiking pants and socks x2. content. socks weren't a good deal but that is ok. read more

I like this REI location. For REI it is on the smallish side lacking the huge selection that some of it's other larger store have. They have almost everything you'd need for any outdoor adventure. And the things you can't find there they almost always have online. I've always had very good and personal service when I go in, the staff seems always very knowledgeable and eager to help you when you have questions about the gear no matter what department you are in. During huge sales the place can be a little crowded and staff a little frazzled, but don't worry the quality of gear you get is really good and backed by REI's wonderful guarantee. The sales staff isn't pushy about making gear sales nor their REI brand, but they really really want you to become a member. I always get asked if I'm a member when I go. But it does pay to be a member if you spend your hard earned money on the gear you need. The yearly dividends are an awesome benefit as well as the Quarterly seemingly monthly members only used gear sales. read more

Fantastic, helpful, knowledgeable sales staff. Their products are absolutely first-rate, and their return policy is ridiculously good, so good I don't know how they stay in business. read more

REI is my go-to place for outdoor stuff--especially during their membership sales and all sales in general. Good stuff with mostly knowledgeable staff, good return policy, nice ear end rebate, and a pleasant place to shop. I wish they would match prices a little bit more, but it is a small problem. read more

I am a long-time member of REI and, as the owner of a second home in Tahoe, refresh my mountain/trail/water shoes each change of season. Last weekend I found myself at the Santa Rosa REI during the member sale with hoards of shoppers in line and at the shoe department sale. I was about to turn and walk out, but there was a guy who looked available in the shoe department. Sure enough, Lee was available, knowledgeable about the shoes in the store and about the other shoe brands not in the store that I wear and how they match up. He steered me to a great shoe (and my friend who was shopping with me) and then when my size wasn't available, he walked me through the process of ordering and still getting the sale price. He was knowledgeable, friendly, courteous and funny. What a great experience! Ask for Lee when you are at REI's shoe department! read more

very friendly and knowledgeable hiking boots team members in shoe department...after years of searching for the right fit finally found the right hiking boots: Lowa! Awesome return policy - worth the extra price! read more

I recently took my 30 year old Univega bicycle into their bike shop for some much needed maintenance, and was very pleased. The job was done thoroughly, done early, and done at the quoted price. The staff were prompt, friendly and competent. I sincerely recommend the Bike Shop at REI in SR. read more

I like this place to get some gear- if it be climbing or hiking. There is usually someone in the store that knows what you are looking for and helps you out for what is best for you and your comfort. Returns and exchanges are a breeze! I have always had a great experience when I have gone here. The only reason why I didn't give it 5 stars is because, yes it is true you can find the same products online for less $$$- but where is the customer service in that? Yes, it is expensive. That is the only thing bad about REI. Also, they don't always have the same products in the store that they say that have "in store" and "in stock" when I have gone there with my heart set on something. I have put off being a member. No particular reason- just don't want to pay to be a member to spend my money somewhere. read more

After having been spoiled with sacramentos Rei store for many years this location was a bit of a let down in selection and quick customer service. I mainly have to turn to REI online or wait for when I'm in San Francisco. read more

My wife boat me a small day pack for Christmas and I wanted to return it and get a different one. I didn't have a receipt and they denied me despite the fact that it was obviously brand new and had all the REI tags on it.... I'm a member by the way and my wife failed to put it on my membership so it's not that I'm unknown to them. Asked for a district manager number and they gave me the 800 number. Called them with same story. Called the store back and spoke to the store manager who said "of course we'll take it back, the employees should have known that". "cmon back and we'll refund you the money". You know what REI, I have better things to do with my time than to train your employees and make multiple trips back and forth. Walmart has a better return policy! Your stuff is over priced anyway! Good riddance. If you've never ben to REI don't bother, like I said, way over-priced junk! read more

REI has a new (free) service where they will work with you one-on-one to pick out all the gear you need for an upcoming expedition. My wife and I are climbing Kilimanjaro in February, so we had a long list of equipment and clothing needs. We worked on our first visit to REI Santa Rosa with Bobbi, and on our second visit with David Yen. It was a great experience! Both took a holistic view to what we needed, including packing volume and weight considerations, and worked with us right down our whole list until we were done. We felt no pressure to buy the more expensive version of anything, or in fact even from REI at all if they didn't have an item in the store and it was easier for us to get it elsewhere. David also ordered a few things for us on rei.com that will ship to the store so we can come in and try them on before committing to them. All in all a great experience, and I love this new service! read more

I had such a frustrating experience today. Wanted to purchase lots of expensive items...spent 1-1/2 in the store but the sales person couldn't stay with me...had to keep going between clients and they had nothing that I needed in stock. I'm shocked that their customer service was so bad, as well as their selection, in the very beginning of August. They told me I could order it, but when I found out it wouldn't even ship for 2 weeks, I just had to leave and take my business elsewhere. Hire some more staff! read more

This is a follow up to my intial review. I just received a phone call from REI. Now, I was told they were going to coontact me when they received the basket at the store. This phone cal was to tell me the basket had been at the store for two weeks and they were getting ready to put it back in retail. I almost started laughing. After all the problems I had and the emails back and forth and this phone call? Really? No email, nothing in the mail and no phone call (even though I wanted to cancel it, but they told me I couldn't until it got to the store) and then they call me to tell me it's been there for two weeks! lol If this is thier idea of how to run a business, I have no idea how they still are in business.They've completely lost my business. There were no apologies, no trying to make things right until I told them I didn't want it. Apparently the only way they will apologize is when they think they're losing your business. Then one person on the phone offered me a $20 gift certificate (which, when it came was a 20% coupon) and I guess that made them think I still wanted it. I even told them I didn't want the gift certificate. I just wanted the order when I was originally told or even when they said it would be there the second time they were trying to placate me. But that didn't even happen. So just a warning, if they don't have it in stock and they say they will get it to you by a certain time, don't count on it. read more

We have been members with REI for the longest time. Lately I have been going to different stores because the choice of women clothes is lacking. They have a ton of clothes for men but I feel they don't put much effort into the women's section. A bummer, because once it was my all time favorite store that now I barely go to anymore.... read more

They shipped a product to me ordered from the online REI Garage 4 days later then expected. In addition whoever packed it forgot to remove the security tag that I now need to take back to REI to get removed. What's up with the Santa Rosa shipping department? read more

If you're watching too much news, and getting a little hopeless, go to REI. Seriously the nicest people I've encountered in ages, both employees and customers. read more

Really good shopping experience for running shoes. The staff was able to help me find the perfect running shoe for me. Friendly people who know the products. Really good deals if you're a member. read more

Since I've discovered REI and its top notch quality I cant find any better and am in love with their merchandise. I've got great camping gear, hiking and backpacking equipment and so much more. I'd like to give a shout out to one of the employees Rob(with the pony tail) I was there over the weekend for the REI garage sale and he helped me find the perfect backpack, he assisted me the whole time and put weights in my pack so I could test them out. he gave me pointers and tips. showed me how they should fit on my body. He was so kind and patient with me and gave me a great deal! He should be promoted to manager if he's not already! Thanks Rob! read more

i am defiantly a fan of REI. they are big enough to have a great selection, but small enough to not get lost, and to have great service. the staff seems enthusiastic, and quite knowledgeable. read more