For the love of all that is good and holy do curbside pickup. It's Covid, it's Christmas time, there is a line down the street to get in. Nope. Nope. Nope. Get online, order what you need, roll up and click your link in your email and then go over to Snooze across the way and get some Eggs Benny (they do curbside pick up as well) while everyone else is still in line. I'm just here trying to make your life better. If you are reading this post-covid, congratulations for making it, in which case go in and hug everyone you meet and check out how cool the inside of the store is. read more

WORST CUSTOMER SERVICE EVER! I truly believe that good or bad service depends on the Manager. The store manager, Dave was the most combative person that I've ever encountered in a store. I'm shocked at how hostile and rude he was. Too many details to explain. The store knows the situation and their Corporate Office knows it too. Sad that Corporate backed their combative manager. I went across the street to Dicks Sporting Goods and their customer service was amazing! REI, you failed a long time customer today. Even your Corporate Office didn't help the situation. You've lost a customer. read more

Our favorite item that we've purchased at REI is our evrgrn starry night tent. Last time we went camping we kept half of the top of the tent rolled back and were able to see a shooting star on the last day of a meteor shower from the comfort of our sleeping bag inside our tent! I also bought my favorite Patagonia plaid flannel shirt here a couple years ago and despite my initial hesitation about the price, it still looks almost new despite the amount of wear. Overall, you might spend a little more but the quality is much better which means you won't have to replace your gear as soon which is not only good for you since it saves time but is also better for the environment since you're consuming less. Thank you REI and keep up the good work! read more

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Excellent customer service! My toddler pulled off her socks in the store and I didn't realize until we got to the car. I went back frantically looking for them and an employee asked if I needed help and paged the staff. Luckily someone found it and the employee looked for me! In any other store, I would be told to just check lost and found. This doesn't have to do with their products but customer service in general is so important to me and leaves a lasting impression on the business. Great selection of items both regular price and clearance! Will be shopping here more :) read more

The store itself has a better selection than the Huntington location, but unfortunately I had my first terrible experience with the company here. Sandy was very obnoxious and disrespectful. I had two previous purchases (both shoes for the same price), and I was returning one of them, so I could exchange the one I had for the one I wanted (they were on different cards). So keeping one, but wanting to have it put under a different card. I had explained this to that woman while she looked at us as if we were stupid. At first I thought she just didn't understand, so I tried explaining it differently each time she had asked, to which she interrupted and said," are you returning one or both." I told her that once more, but she interrupted by speaking over us another time speaking to us very slowly saying that, " I don't think, that whatever exchange means in your head, is what it means to us." Of course it means I want to swap the item in my possession with the item in your possession. I've worked in the retail and customer service industry, and trust me when I say: no person in their right mind would speak to someone in such a way as she did today over as simple and common of a transaction. She then went on to interrupt us, again, to say," You know what, let's start with just this." And once the first item was returned as we wanted it to be and started to say what we wanted with the next item, she spoke over us again for the millionth time saying, " No, one thing at a time. Only one thing at a time." Keep in mind this entire time she was talking to us she spoke over us each time we spoke, slowed her speaking down and changed her tone the way you would with a toddler you're lecturing, and used her hands to gesture alongside that for each item and thing she said. For example, when she said, "let's just start with this" she shook her head and her hands as if she's had absolutely enough of what we were saying, and when she said, " one thing at a time" she literally gestured holding up one finger. This experience with her was not only terrible, but absolutely demeaning. She was insufferable. The entire time we spoke to her politely and well-mannered and her attitude did not respond in the same way. If I hadn't met the dozens of genuine hearted and helpful employees here, I wouldn't have loved and trusted this company for backcountry supplies and the like. If this was my first time coming to REI, I would've never come back. My thoughts about REI was yes it's expensive, but the workers, their expertise, and support made up for that. Not anymore unfortunately. What a sour way to ruin someone's day. She shouldn't have to get fired, but I'd definitely recommend management and corporate to watch over her behavior, because she seemed all too comfortable acting this way, and I can only imagine how she behaves with her other customers or even coworkers. read more

REI is really the only fully equipped camping and hiking store. While I miss the 1970s REI which was much more utilitarian and warehouse-like, they still have a wide variety of items to meet your needs. I suppose it provides a more traditional retail experience, but it was much easier to locate things by category. Service here is always friendly and helpful. read more

I recently bought a bike from this store on Sunday, which I had to return 2 days later. It was an electric bike and something was wrong with it. REI is a great store with great return policy. The reason I am giving 3 stars is that I was very unhappy with how the store operates. I am fine with the employees but not their management. The whole experience with buying the bike and Returning the bike was absolutely annoying as you have to wait forever. At one point i was wondering what was taking so long for them to take my money, and at another point I was wondering what is taking so long to give me my money back. I blame management for not taking into account for the support needed in the bike dept. Every time, I am there it always looks like there is a 3 to 1 ratio of customers to employees. Pros: - customer service was good, people were willing to approach you and help the best that they can. - Store is clean an organized - the staff at the bike dept. is friendly - Staff was courteous Cons: - they seems to have inventory only on their own bicycles - very few knowledgeable people selling bikes. (I felt I knew more) - Only 1 slow register being shared - Bike dept. staff needs more support, i.e. more staff or more registers - can only return in one location, while there are 5+ open registers in the front. So customers are waiting, and a bunch of staff staying around. - only 1 system in bike dept. for looking up parts, purchasing, services, return, taking phone calls, and rentals. - need a better process around bike support, if you selling a brand, make sure you can support it, as in buying parts. Don't tell the customer to source the parts themselves. - Overall, if you have the free time, than sure. Take your time and buy the bike you want. But if you want to be in and out. Don't expect it to happen. The cons is the only reason why I gave them 3 stars on only. read more

Rei does not stand behind their product! I have always shopped REI and pay the high price at REI for the expected quality however when returning an item 30 days outside warranty the attitude was can't help you...this was on an REI Coop brand. read more

Wouldn't honor a gift card I received for signing up to be a member even though I explained that I was on active duty orders and couldn't use it within the allowed time frame. Not so veteran friendly store. read more

This branch will charge you more than the stated late fee on rentals. Signage said 25$ for late fee - but what you don't know is, there are many more fees on top of that that they charge. They are willing to lose a customer of 15 years of loyalty. The late fees were as much as the rentals themselves - it's obviously a scam against their customer. Their rental program is so early in the process they don't even have an SKU / product entry for a late fee and will charge you on the same product code as the actual rental itself. The late fee structure is entirely arbitrary and has cost them a customer that has spent thousands at their store. What a shame. Used to be a great company focused on customer experience. read more

wow this place is hardcore!! overpriced outdoors wear and gear. i wanted a nice winter jacket i did receive help which was great. of course what i wanted wasnt on sale. they have a huge selection of yeti/stanley/hydro flask type water bottles. im not really an outdoorsy person but i would come back if i needed something. read more

This REI seems a bit larger than the one in Huntington Beach and they seem to have a wider selection, at least on the climbing gear I was looking at. I mostly visit this location when they have a garage sale though, since it had a large selection and it usually starts at 7:00AM instead of 10:00AM like the Huntington Beach location. I came pretty early (like at 4:00AM) and the line was already pretty long for their Garage sale. They use a first come first serve model instead of the lottery system at some other REIs. Note that from what I understand, they don't sell sleeping bags because of a California law, and they usually destroy climbing equipment for safety reasons, besides things like climbing shoes. The items are also final sale from the Garage Sale and I heard they sometimes do extra discounts as the day progresses/the next day. read more

REI - Garage Sale - Bikes Near Me - Tustin, California

One of the best stores to go to if you need anything for any outdoor events, such as hiking or climbing. They have a lot of choices from clothes, bags, shoes, and more! It usually gets really busy during the weekend, and especially if there is any sales going on. Today they had a pretty big sale going on for the week so it was more crowded than normal. Getting someone to help you can get be a bit tough. But once you get someone who can help you, don't lose that person cause it definitely gets busy. I had someone who was helping me find the size that I need for a specific hiking boots but she wasn't coming for a while so someone else helped me and he gave a couple of variety to try out since they didn't have a lot of sizes left. He was really helpful that I found some hiking boots that I wanted for a low price! Again, if you need help, make sure to catch an employee to help you out; otherwise, good luck trying to find someone who will be available cause they're all mostly busy, especially if you visiting during the weekend or sale day. read more

Being newer to the outdoor life, I find myself coming here to get the supplies needed to have shelter comfort warmth and whatever else is needed for camping. The building to me at least feels huge with a high ceiling and very well lit. With supplies for camping, hiking backpacking or just hanging out in a hammock. There is SO MANY things here to look at and being inexperienced, I could not begin to explain what this store has. I like the life long membership which is only 20 (i believe) and you get some 20% coupons. Then there is a special sale for members only where whatever is under the shade thing is on a big sale. By far, one of my favorite outdoor stores to go! read more

Kathy was the cashier who helped me with my transactions. She went above and beyond with her kindness and understanding when I had completed some purchases along with returning some items. I'm much more informed about how REI works as a sustainable company I will be supporting time an time again, not only for its goods, but especially for its stellar staff that includes Kathy. Thank you again Kathy for your help! read more

I went into REI today with my boyfriend it was his first time ! We're prepping for a backpacking trip in Wyoming! And Eric was sweet enough to help us find our perfect sleeping bag ! We also signed up for the membership which was really cool, because it came with a 30$ gift card ! read more

I had a bad experience with a very condescending cashier. First, I want to start off by saying that I avoid coming here unless I'm with my fiancé. I am not at all knowledgeable about hiking gear and what not. This is the same reason why I don't like going to a get maintenance work on my car without my fiancé. Anyways, I had to come in to return items. I didn't appreciate how he spoke to me. There was such a condescending tone in his voice. I don't know if he was upset that I was returning two items. I informed him that because the store does not carry the items, I had to order them so I could try them on. He wasn't even paying attention to what I was asking. I asked if the item (like the other two items I purchased), could be shipped to the store. He did not even check and said "no." Well, as soon as I got home, I checked to see if the item was available for pickup at the store, and it was! I had to call and speak to the sales department, so they could have it shipped to the store. The address on my credit card is my mom's home address (she lives over an hour away) which is why I wanted an in store pick up. The only reason I give this place 2 stars, is because not everyone who works here is a jerk. I'm never coming here again!!! read more

I love REI. It's probably my favourite store all around.. and it gets far too much of my paycheck.. but I guess that's OK, because I always get a little $$ back? As a member of REI, you receive a dividend based on how much you spend that you can use toward purchases. That's kind of nice! (Though, I always end up spending considerably more than I planned...) A few things I love about REI: - their staff! SO HELPFUL! Yes, I know I could probably buy some stuff cheaper online, but the staff's recommendations and insight is invaluable. I've been very happy with everything I've bought from there, form my Vasque hiking boots, Keen water shoes, tent, sleeping pad, bike, and more. - their return policy. I had to return a pair of trekking poles -- the hand straps wore terribly after one hike -- and they took them back. - garage sales. If you're into gently used gear, these can be an affordable way to snag some gear. I've only bought a discontinued pair of shorts from here before, but have been really happy with them. - REI outlet. Great savings to be had there. 2017: 82/100 read more

I've never experienced such a blatant display of racial profiling while shopping before. I can understand if one or two associates ask if I need assistance, but I had 5 different associates ask, and one was clearly following me around the store. I've been around long enough to know when I am clearly being profiled. The entire shopping experience was extremely uncomfortable. Needless to say they lost my business yesterday. read more

Robert in the running/hiking shoe is amazing! He helped out my son picking his trail running shoes. In addition to that, he also helped him find the best pair of running shoes for his track and field and his street running. He explained all the specs from each pair or shoes (hola, on, saucony, adidas, etc) amazing service! My son feels more confident about his shoe knowledge. read more

REI has been AMAZING!!! As I am preparing for a backpacking trip and needed a bunch of equipment I found REI to be so helpful. Below are some stand out items: 1) Website is user-friendly. They have massive selections and the compare tabs allow easy side by side comparisons. 2) People are knowledgeable and friendly. Really helpful and their experience helped me get the right equipment. 3) Return policy is solid as I ordered a couple items that needed to be exchanged. 4) The REI membership is nice where you get back 10% of purchases and they offer coupons periodically. I used a 20% coupon on a $479 tent today. Worth way more than the 1x $30 membership fee. Overall, excellent company and amazing culture. A special shout-out to Kathy who helped track an order for a tent I needed before the weekend. She was enthusiastic, professional and got done what was needed. Thanks REI - keep up the great work! read more

I would not recommend anyone to go to their Co-Op courses for Map and Compass reading. I signed up for the course on Saturday morning at 8:00 am showed up, could not find the group. They had no contact information on who was running the course, no point of contact, no specific location on where to meet or where the group was heading. The park rangers had no idea where anyone was. When I wrote an email to the company, no one got back to me until 5 days later. When I requested a refund or a credit they told me there was nothing they could do and just took my money; saying too bad. I am disappointed in this experience and how they handled it; no customer service. read more

Wow. This has EVERYTHING including a pretty decent selection of climbing shoes and camping gear. It's HUGE. And it's REI. Just becareful of the lines on Memorial Day weekend (or any weekend that is a major sale). That alone kept me from buying out the store. Plus, they do rentals for members! Which was perfect because I didn't have to fight a line to get a rental. :) Next time I'm in the area, I'll definitely come back. read more

REI - But this line on Memorial Day.... makes me not want to buy anything - Bikes Near Me - Tustin, California

I ordered online and picked up my bike handlebar bag over the weekend. It was real easy and simple and it's the best unique bag I could get! They do have safety measures, only allowing a certain number of people in the store. I waited in line but got in fast. read more

I love this location. It's pretty large and they *usually* have whatever I'm looking for. The staff is SUPER friendly and will always be willing to help. The only downside is how crowded it can get here but if you plan for a weekday it's quite pleasant read more

Had another great experience at REI. I am training for an ultra (1st time) and needed advice on shoes. Robert was in the shoe department at the time and listened to my needs and preference and advised me to a comfortable performance shoe. He was also encouraging in my journey to the ultra. Much appreciated! read more

Ridiculous that they have a line outside for returns and exchanges that doesn't even move at all. There's not even a lot of us out here. But regular people shopping can go in an out of the store as they please. Fucking ridiculous and inconsiderate REI get your shit together!! read more

REI is an awesome company but this store in particular is stellar always awesome customer service, friendly and helpful employees who are very knowledgeable and make great recommendations, if they're unsure they'll ask another employee who has more experience in that area, If you're planning a trip or adventure I'd stop into REI first they'll get you setup to have the best time read more

This place gets PACKED on the weekends, especially in the shoe department. It can take awhile to get helped, but the service I've received here has always been good. One time, I bought some hiking boots that ended up being really uncomfortable and needed to return them after wearing them for a week. No problem doing that for a full refund! Plus, I get a bunch of coupons through e-mail. I've always felt comfortable asking for help in this store, and have never felt any pressure to buy anything. read more

Flat tire repair was more reasonably priced than the other quotes I got. The team member was so nice! Talked me into their co-op membership which covered the cost of their $10 service fee. read more

The phrases "ignorance is bliss" and "you don't know what you don't know" never rang more true than when I walked into REI for the first time before heading to Big Bear for the weekend. My boyfriend dropped off his new skis with the service department and picked them up later the next day. The customer service here is outstanding! Super helpful and friendly while still being professional and honest. The guy explained how REI supports the local park services with a portion of their profits and such. I really enjoyed learning about REI and also seeing all the gear for outdoor adventures. The store is well organized and clean. I'll probably need to save up to afford to buy something from here haha but I'll be back! read more

Love this place. It's pricy for most items here, but the customer service is generally great. When we went there last Sunday, REI was throwing an event. They had a live band, free beer, pinwheel sandwiches, veggie plate, popcorn, energy bar samples, had some good swag. The co-op membership might be a good deal if you spend over $200, which is easy here. We bought ladies rainbow flip flops ($55), a snorkeling set w/ fins (on sale for ~$40), and some pretty sturdy water shoes ($65) online and returned other items that didn't work. Those three items cost ~$177. read more

The customer service here is amazing! The store is an outdoors lover's dream. As I've gotten older my idea of a good time has shifted from Vegas to National Parks. This store has everything you need for hiking, camping, climbing, biking... even some stuff for yoga. I appreciate their annual anniversary sale (going on now!) as there are great deals for members. I highly recommend purchasing items during this sale as the savings are significant 20-30% off. Another thing I appreciate about this store is they have a good selection without being overwhelming and their inventory is high quality. I'll continue to shop here for all my outdoor needs. read more

This place is great When there are sales. Went there for snow stuff and ski lift passes. They have great deals every year. This location crowded though read more

After failing to find what I wanted at the Huntington Beach location, I drove over to Tustin to see if they could do any better. Right when I got in, I ran into another couple that I saw struggling in Huntington as well. We all should have just started here, because the selection was much greater and better. I ended up finding way more than I wanted, actually, and spent too much money. Haha. I got some great stuff, though. Unlike HB, the dressing rooms are self serve, with attendants helping, and there are mirrors in the snowboarding section. Thank you, Tustin REI. You rock. read more

Worst customer service experience I have ever had. Went-in to get two new Birkenstocks, one for me and one for my friend. We had to wait for a long time because the person working at the shoe section refused to even acknowledge us! After a while, she came and pointed to the display items and said "that's all we have," as in a huge REI store would only carry 4 single shoes scattered at the display! So we had to take charge, ignore the signs, and sit on a bench trying on different shoes off of display to figure out our size and fit. When we asked to try on a shoe in a different size, she gestured from the back that they don't have that size at all. Afterward, she continued to ignore us but helped all other customers who were just chatting with each other and did not call on her. We had to continuously wave and stare at her to come to us. Then we realized that she didn't even check the women's section for the size we were looking for and had to go back. All-in-all, it seemed like she did not want us to be there AT ALL and she tried her very hardest to brush us off. We thankfully were able to find the styles and the sizes we wanted online and will be buying both sandals online. Today's experience scarred me enough to not want to set foot in this store at all. Would rather shop online or drive all the way to Huntington Beach, just to avoid this particular store. read more

Good selection. Service is exceptional. They will stop whatever they are doing to answer your minor questions. Most employees have good outdoor experience and will give it to you straight. If you want the shiny toy, it's there and they will tell you all about it. But they have steered me away from more expensive gimmick gear that doesn't work as well as a cheaper option or even a DIY solution. I feel the merchandise is sightly more expensive than online, but not always... especially when you hit the sale and factor in the member discount. There are a few peeps who are clearly hardcore backpackers / adventurers with lots of travel experience... the extra $1 is worth it to me, to be able to pick their brains and get travel ideas. This is their world, and they are only too happy to share it with us weekend warriors. Good people here. read more

David was really helpful while I was trying to find a backpacking backpack that would fit me. Thank you for all the assistance!

This is a review of their bicycle tuneup services. I brought in my bicycle on a Sunday for the basic tuning package. The REI employee was very helpful and informed me that the bike would be ready for pickup on Tuesday. On Monday I received a call that my bike needed the front derailleur replaced so it would take a few more days as the part needed to be shipped. I was fine with this so I gave them the ok. On Friday, I gave a quick call to inquire the status of my tuneup. I was informed that the part had come in and my bike would be ready for pickup in 1-2 days. Ok awesome! Come Monday, a little more than a week has passed and my bike wasn't ready so I called again. A rep told me that they're still waiting for a part so I have no idea when this tune-up will be done. Update: they left me a voicemail on Tuesday and notified me that they ordered the wrong part. It will be several more days before they receive the correct one. Final update: The bike is finally done after full 2 weeks. The moment I ride my bike, the chain breaks. It was working fine before I brought it in. I noticed that it was using an incompatible connector. I will be taking my bike to a different shop. read more

REI - Incompatible connector. - Bikes Near Me - Tustin, California

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Awesome customer service during my experience! Was there to buy several things for an upcoming backpacking trip, including new hiking boots. The employee that helped me in the shoe department (Joseph) was very friendly and extremely knowledgeable on the all the boots, letting me know what sizing I should get, things to consider, and break in time. The manager was very helpful as well; didn't get his name but he was a bearded man with reddish hair. He helped problem solve so I could me my size from another store in the easiest way possible! Thank you! read more