StanSeven

Another example of abusing the system. This may not seem like much but you spent lots of time with an employee knowing you weren't planning on buying from them. Meanwhile other potential customers might have either walked away and not brought anything or commented to the store they don't have enough employees for all customers.

Returning a daughter's bike because she didn't like hand brakes from your shed is disgraceful in my opinion.

StanSeven

Another example of abusing the system. This may not seem like much but you spent lots of time with an employee knowing you weren't planning on buying from them. Meanwhile other potential customers might have either walked away and not brought anything or commented to the store they don't have enough employees for all customers.

Returning a daughter's bike because she didn't like hand brakes from your shed just ends up driving up prices for everyone else.

Dwayne

And then he goes in to have them adjust the pack he didn't buy there because he didn't want to pay a bit extra for the better service and knowledgeable employees.

Andy_K 

The new policy sounds like it still covers any situation under which I would return something. I probably never would have noticed the change if it hadn't been pointed out to me.

It will be interesting to see how the "wear and tear" clause gets interpreted. The bike shoes I've used daily for the past year were something I picked up at an REI garage sale. They were in nearly new condition except for a seam that had come out near the heel. A year later they're still in about that same condition, plus a bit of wear on the tread. They've been more than worth the $9.93 I paid for them, but if I had shelled out the $90 they cost new and that seam came out I'd want to return them.

Booger1

You mean I can't try out all of this years new equipment for free anymore?.....What kind of return policy is that?

I like REI.....not the cheapest but they do have people that actually go outside and they have real equipment for outdoor use.

I have no problem with their policies and will continue to use them when their pricing is competitive.Say bye- bye to the chip and dent sales.....

bigbenaugust 

I have scored some decent stuff at an REI garage sale, but quit shopping them years ago when one of their staff insulted Mrs. A.

Perhaps they also expanded too fast?

carlotta

I can't say I'm surprised, I've scored some amazing stuff at scratch/dent sales that people had returned for complete BS reasons. Hiking boots that "hurt my feet" (tread was perfect and they definitely weren't broken in), a nice Osprey backpacking pack that "hurt my shoulders" (also no nicks/scuffs/wear signs), the BF scored a 0F North Face sleeping bag that was "too hot" but completely un-worn. While I was thrilled with all of that, it seemed like all of that violated the spirit of their return policy.

I think the only thing I've returned that would be impacted by the new policy was a rain jacket where the (plastic) zipper had separated/broken. It was old (4-5 years), but I'd also lived in Albuquerque the whole time I'd owned it so it wasn't heavily used/worn out. Lesson learned, don't buy things with plastic zippers, no matter how light/packable the jacket is....

I've returned shoes (a pair of Chacos that had some strap issue and they self-tightened whenever I wore them) and a bike light (LED's crapped out at ~6 weeks), but both of those would be allowable going forward. I may re-think some purchases (most of my camping gear is from them, some because their house brand is generally good quality/cheap, and some because I figured I had the return policy to back me up if stuff failed), but all in all, I'm not shocked and I'll still shop there. It would be nice of them to Grandfather in previous purchases that are verifiable (like all my camping gear.....).

spare_wheel

Their prices have become very non-competitive. I struggle to find something at REI that is a good deal even with the 20% member discount.

dynaryder

30days is too short for alot of the things they carry. I bought a pair of cycling gloves on sale at HTO in Sept. Didn't wear them until Dec(wasn't cold enough). After only two weeks of riding,the seams at the base of one of the thumbs wore through. They made me do a warranty claim,and after a month I got a gift cert for store credit. REI would've just taken them back or replaced them. Sometimes it takes months before you can even use seasonal items.

ItsJustMe

If it keeps them from being taken advantage of by sleazeballs such as those already mentioned in this thread (my favorite was the bike returned after a coast-to-coast ride - I can't even imagine what kind of pile of cr4p would pull that kind of stuff), I have no problem with this. I bet this is really just to give managers leverage to tell such people to go jump in a lake when they come in with something all beat to hell and want a refund, and if you came in with a legitimate issue, they'd take care of it anyway.

I blame Wal*Mart. They're the source of retail rental.

david58

I find that the policies of many stores are much more restrictive than what actually happens. If you are honest, and really have a product that is a problem, I believe that most (not all, but most) of the time you will be taken care of. Sometimes you might need to speak to the area manager, but I have seen that most places we of this forum shop for our kit will take care of us - they want our return business! And if they don't want my business, I won't bother them by trying to give it to them.....

Andy_K 

I'm not even convinced this will make the REI garage sales worse. If anything it will just eliminate the mountain of heavily worn shoes and boots that you have to sift through to find something you'd actually want.

Medic Zero

I agree. He used them for their knowledge then turned around and bought the product somewhere cheaper. The reason it was cheaper elsewhere is because they don't have knowledgeable staff who make a decent wage.

Shameful.


I'm not surprised REI changed their return policy, I've been expecting them to do so for a long time. People would go to thrift stores and buy used REI items and then return them for cash of their original purchase price. I've had people tell me to return things like bike pumps to REI and have them replace it, even though I didn't buy it there, that's what they've done. That didn't seem right to me, so instead I bought a rebuild kit for the pump. I've heard of so many examples of REI's generous return policy being abused it's dizzying.

A year seems more than fair. Hanging onto your receipt for a year to prove it was you that bought it seems fair too.

I'll continue to patronize REI for some of my gear needs, they are better than most places.

JoeyBike

HaHa. The "Evil Empire" drove all of the Mom-and-Pop outdoor shops out of business with their fake co-op BS, idiotic take-anything-back return policy, a "no tax on mail order" scheme and their marginal quality REI store brand merchandise. Now they can start tightening the screws on their short-sighted cult followers. It makes my heart sing!

deeth82

I fail to see how having a year to return something is a problem...if it's seasonal, then you should be able to use it within one year. And I do believe you should have to keep the receipt. Otherwise, as several others have mentioned, it's just a rental program...then, lo and behold, eventually a company loses so much money that they change their policies (le gasp!) or shut down entirely.

The same people who are throwing a fit about this are probably the ones who call up the electric company and scream at the top of their lungs at Customer Service personnel when their lights go out in the middle of a horrific storm...people who whine on about others' "entitlements" while acting entitled to getting their money's worth and then some every single time and place they shop.

Secret Squirrel

When I worked at REI in the 1980s, Hyundai purchased a few thousand dollars worth of gear. It was fitted and then a few weeks later, returned after they filmed their commercial. We had to sell the equipment in the sale area as used and returned. After that experience, I knew we had a very liberal return policy that was destined to need revision. It just took a few decades.

commo_soulja

Only the return policy abusers have their panties in a bunch. The change was a long time coming. One of the reasons their annual used gear sale was popular was because of their *more than* generous return policy.

I like REI and shop in store/online occasionally. And yeah, I'm a member.

ItsJustMe

I agree. If I took that much of a salesperson's time, I'd have bought there or not at all. If I didn't intend to buy there, I wouldn't have taken their time. I sure as HELL would not have had the balls to go there to get an adjustment on stuff I didn't even buy there. That's really sleazy.

prathmann

I certainly understand why they are changing their policy since it allowed for lots of abuse. But I hope they still provide for some discretion in permitting returns that may be a little outside the limits of the new policy when it seems reasonable.

I've bought quite a few things from REI (member since early '70s) and have never returned anything. But about a year ago I bought an inflatable sleeping pad. I used it on one backpacking trip last summer and then stored it since I prefer a more insulated Thermarest when it's colder. Just got back from a short bike tour where I again used the inflatable pad and it had a slow leak which woke me up a few times each night to re-inflate it. I've tried once to patch it but was unsuccessful. If my second attempt at patching fails I'll be tempted to return it since it only worked right for one week-long trip. But I'll be just outside the limit of their new one-year policy.

cruiserhead

The only reason they changed their policy is because too many people abused it. Thank them for it.
Anytime a store has any hint of goodwill, it gets abused.

One time I was there, some idiot returned hiking boots - well worn and beat up, soles worn out, looked about 5 yrs of hard use- and he was "dissatisfied" and wanted a full refund or new boots.
Give me a break. That's the nonsense that goes on all the time. No shame.

RidingMatthew

not trying to derail thread but wanted to address these.
I spent some time chatting with the employee and asking questions, yes. Last time I checked that was part of their job. To help customers make informed decisions. I compared the pack to an REI pack. I would have bought them if the price was lower or if their pack had the features I valued as important. I might have bought from them if the prices were closer to what I paid. I had done some research online reading from different manufactorers about their packs. I wanted to see how they felt. She went and helped a couple other people people while I tried them on and looked at the features. I did not tie her up and then not buy anything. I was bragging on her thoroughness and helpfulness with my questions not trying say how I "scammed" the system.

what do you recommend I do with the bike that she says will not ride? I bought it because her 16" bike was too small for her. She rode it in the parking lot at the store as a test drive and 1 time on our street and then it sat. (only a couple months) why say you have a 100% satisifaction guarantee if you don't honor it? I was/ am trying to encourage her to love to ride bikes like I do but she flat out refused. I thought that one her size would help her not drive her from it.

In regards to the bike I commuted on I TOOK IT TO PERFORMANCE BIKE TO FIX THE FENDER PROBLEM. I get it home and ride down my driveway and the fender is rubbing AGAIN. I have taken bikes to them to fix and they have said 1. you do not need a new cassette or chain they do something to it, it is not fixed so I take it do another place and they replace the chain and cassette and the bike shifts perfectly now. 2. I have taken my road bike there for some maintenance. they "adjust" my shifting. It is horrible. I am at a duathlon before the race and the local guy from a bike shop quickly tunes it and it shifts better than it did before I took it to Performance. I say this to show that I have been faithful to take stuff there and they have steered me wrong and not corrected problems I have taken to them.

1. it is rude to resort to name calling. 2. If i bought the pack straight from the manufactorer would I still be a jerk for going to the most local place that that can form the belt? That is part of what they do as company that carries that pack.


I do agree with the part of this when people buy it somewhere like a yard sale and then take it back for the hope of getting cash from REI. I think that saving the receipt does make sense and giving you a year is more than enough time/ seasons to test out gear.

as i said before. 1. it is rude to resort to name calling. 2. If i bought the pack straight from the manufactorer would I still be a jerk for going to the most local place that that can form the belt? That is part of what they do as company that carries that pack. 3. I carried my receipt to show that I had bought it elsewhere.

Commodus

It's amazing that you're defending these actions.

Dwayne

https://winstonsalem.craigslist.org/

Gussy it up and justify it however you want, it's a bad manuever to check it out in store, buy it online cheaper, then go back to the store when you have questions. You pay less online because those online stores don't have to bother with employing knowledgeable employees who can advise you and then help you fit it in person. If the pope had given it to you as a present, if santa had dropped it on your doorstep, if you had bought it directly from the manufacturer, none of these happened, don't bring up a hypothetical question as justification.

ItsJustMe

REI does not employ knowledgeable staff as a charity so that everyone can come in and spend their time deciding what to get, then to go buy stuff somewhere else. The reason it's cheaper elsewhere is that the cheaper place is NOT employing people to help you. You're taking money from REI and spending it elsewhere.

I do buy stuff at other places that I could get at REI. I go in and look at the prices and compare them to other prices. I will only bother the REI people if I decide I'm willing to pay whatever the extra is to purchase there. if I'm not willing to pay that, then I don't bother their employees, I go and do my research online. I will probably spend more of my own time doing online research than if I asked those people. That should go into the equation for how much extra you're willing to spend. I might make an ill-informed decision and buy the wrong thing. Again, that should go into the equation.

I will sometimes go in and poke at their demo stuff even if I'm not going to buy there, but I won't take up any of their time.

Yes, it's rude to resort to name calling, but when one is responding to actions that are in themselves really rude as well, it may be called for.

alan s 

I haven't found the REI salespeople to be all that knowledgeable and informed. Hit or miss, in my experience. I do my own research online before shopping at REI and other places. I buy at REI for the convenience and the return policy. Also, the store nearest to me has excellent bike mechanics and high quality gear and parts in stock. They also take the time to order small stuff for me, which is a pain for them, and doesn't yield much profit.