I love coming here to stock up on camping and back packing gear. The staff is always nice and happy to help and give suggestions. I always enjoy stepping into this store. read more

I love the concept of this store, and I want to have fun when I go in there. I get excited that I am there when I walk through the door. However every time I go in to this particular store there is a problem in some form or another which ends up taking up way too much of my precious time. The first time we purchased something the sales person put the wrong sized jacket in our bag which ended up being a very long drawn out fiasco and involved a couple of returns and then we actually ended up getting the correct size from the very friendly people at Summit Hut. Today there was a mistake ringing up many things that we purchased. There was a new person being trained and there was some confusion applying a gift card and dealing with a gift exchange return. We were patient while they figured it out and then they explained to us how they corrected the error. I was pretty sure that the way they did it was not going to work and I gently pointed it out. Their attitude was all wrong. They were so certain they were right that they would not even listen to my logic, instead portraying me as the pain in the ass customer who just wants to complain. I never complain. But I am now. We were over charged and when I brought it up I was treated as if I had a bad attitude and was causing trouble. I got home and confirmed the error with my bank. To their credit the manager did call back pretty fast but was kind of tongue in cheek helpful and still had some attitude like I was putting them out. To top it all off we lost an expensive pair of sunglasses while we were shopping there and they were nowhere to be found. The sales staff acted as if it was a hardship to them to deal with a lost and found request. Never going back. read more

Just spent a couple of hours here. It's like a candy store for me! Their merchandise is high quality, made to last. They have great clothes and footwear and I love all the gadgets! The staff is very knowledgeable and helpful. Once a salesperson spent at least an hour and a half with me fitting me with a new backpack and gear for a 5 day trek through the Grand Canyon. Their return policy is great. They exchanged a pack for my dog twice after it ripped while she was running through brush and trees. And the co-op dividends at the end of the year is always a nice bonus. I'll keep going back. read more

Typical slow, careless Tucson customer service. No big deal to them to have several people standing in line with one register open, and the cashier takes their sweet time, chatting and joking with the current customer. read more

I just wanted to extend a very heart-felt thanks to Todd and Dillon in the Tucson store. I was vacationing from San Diego and damaged my bike roof racks on Sunday around 4 pm. I needed to get new racks to finish the trip before the next day (or leave my bikes in Tucson...). Two bike stores informed me I was out of luck on getting a rack installed on a Sunday night, but Todd told me to bring the car by and he would see what he could do. After coming outside to look at the damage, he made some recommendations on new racks and Dillon spent a couple hours (a bit past when the store closed) helping me choose racks and install them. My bike frames were a bit odd, so our initial choice of a rear rack didn't work, requiring us to return it and install a new roof rack. Todd and Dillon were true life-savers and went way beyond ordinary customer service. It's very much appreciated! read more

I bought a $430 inflatable kayak that I wasn't satisfied with. I called to see what the return policy was without a receipt and was told unless you're an "rei member" you cannot return anything. WHAT?!?! So I might as well have bought it from Craigslist or the swap meet! BEWARE! EVERYTHING IS SOLD "AS IS" What a crappy company! I will NEVER spend money here Again! read more

REI keeps moving up in my book. Flashlight with a compass, Pearl Izumi Silk-Lite Pink Socks for $9, Heed/Cytomax/Gu/Clif (but no Peach Tea flavor), and some cute The North Face Shirts for about $20. Plus, 20% about 4 times a year for REI members. read more

Reviewing a major corporation's regional store is not high on my to-Yelp list, but the Tucson store needs to be recognized for its amazing consistency of service each time I visit. Aside from the incredible selection of outdoor gear, the people at this location make the difference. Every department you're in has field experts that are ready to help you make informed decisions on what equipment you need to buy for any excursion whether it be camping, hiking, canoeing, biking, even rappelling down a cliff they will make sure you are ready with a customized selection of gear. Additionally they have a terrific variety of rental equipment for tents, backpacks, sleeping bags/pads at reasonable rates. They also foster a philosophy of trail-testing items for members that you purchase that if they don't meet your expectations you can return so long as it is not damaged. This includes trying out hiking boots on trails. If you don't like it, they take it back and include it in their "Garage Sale" that occurs every quarter where members can cash in on huge discounts. It's a terrific concept that rewards everyone. read more

All I wanted to do was buy a new pair of new hiking socks. I could have bought them cheaper on-line, rather than going to REI, but I was in the area. I listened to the check out clerk try to sell me their membership four different ways. The first three times I simply said "I just want to buy these socks. Please take my money." The fourth time I was probably a bit rude, and I should have just walked out, but I got to buy the socks. That will be the last time I shop at REI. There are other, better places to go, either in person or on-line. I think they've forgotten that they're selling products, not memberships. read more

love love love REI. When we moved from Dallas and found out that an REI had just opened in Tucson, we were ecstatic, especially with all the outdoor activities we were planning to do. Love the selection, the option to purchase items online, the knowledgeable staff, the return policy (we returned a $700 bike and $100 one-year old used hiking boots last week...they accepted them, no questions asked!) It's really just a great store for outdoor needs. Yes it's pricey, but the quality is superior to what you'd find at Sports Authority or Wal-Mart, and with the return policy it's worth it to pay more for a piece of equipment you may not end up liking. read more

I almost never give one star reviews, but I'm doing so here on account of the embarrassingly poor customer service I received at this REI store. I bought a pair of Smith sunglasses for $77 at the REI member garage sale. These glasses were discounted from $120 because according to the affixed handwritten label, the glasses had been previously purchased, but then immediately returned after the prior purchaser decided the frames didn't fit his face. I examined the glasses and found no defects. After wearing them only a few times, part of the temple stem became unglued, fell off, and was lost. When I tried to return the glasses less than a week after I bought them, REI told me that all garage sale purchases are final and they cannot accept any returns. I explained that I understood the policy generally, but it should not apply here where their description of the glasses made no reference to this defect and I could not have otherwise known that the part would fall off so shortly after purchase. Given that they wouldn't accept my return, I politely asked if REI could at least give me a discount on the purchase of a replacement pair of Smith sunglasses. Not only did they refuse to give me any discount, they had the gall to suggest the problem with the glasses was actually my fault for leaving them in a scorching hot car (which would have melted the glue). I did no such thing. Interesting customer service strategy though. read more

cool place to look at outdoor stuff but a little pricey be prepared to spend some cash if you want to actually buy something here

Out of all the retail stores, the north face store has got to be one of the worst with the overdone corporate policy for customer service. Just as a millimeter of your toenail crosses the front door boundary, you are immediately bombarded with questions about new material, new sales, products, "are you a member", and scripted questions. I use the above to compare with the current REI model. REI, I feel, has lost its attractiveness it once had as a grassroots goldmine for enthusiasts. Their own product line fails in design, and makes me nauseous to think that these ideas are even passing inspection to go on to full production. Soon, there will be REI brands available at Walmart. Whatever happened to individual sales personnel that could observe a customer and know what they needed vs scripted pestering? REI needs to send their floor salesman to FBI customer profiling course because these guys have lost the basics of human interaction. I just want to browse, and understand that I don't need help every step I take towards a clothing or product item. Just, stop. read more

My first time in REI was tonight to buy a raincoat. Employees were very helpful with recommendations based on why I needed the coat. Very pleasant interaction at the register. We'll be back. read more

Horrible customer service, I was looking for hiking pants and asked two sales associates for help who were too busy too bother. I guess if you wear make up, comb your hair and have curves you can't be a "real" hiker. Very disappointing. Women's pants all seem to be made for someone built like a 10 year boy. Selection was nil. read more

A great store with great products, and typically good service, but never, never bring your bike in for a repair. If you get the wrong repair person (name begins with M) you'll be sorry. Took my bike home the first time after it was supposedly tuned only to find a flat tire because he neglected to install the new tube I had provided. He didn't even return the tube to me. I brought the bike back for fixing what he broke or hadn't repaired, and when I picked it up, the brakes were not connected, and the pads rubbed the tires. Of course the mechanic denied causing the problem, saying he hadn't even touched the brakes. Rudeness, lies, and ineptitude is what you can expect from this individual. In the end the manager waived the labor costs, but that didn't come close to covering the time wasted, gas for 3 trips to the store, and the cost of taking the bike to another shop for a real tune. read more

i ordered a Hydro Flask from here & recieved it damaged & immediately was sent a new one. excellent customer service.