The return policy makes it all worth it. Among other things, I've taken shoes (chaco sandals where one shoe would mysteriously tighten the straps as I walked), sunglasses (the screws in the arm/frame would not stay in--I was tightening them 1x/week which was a hassle) and a rain jacket that the zipper broke on. No questions asked. Ever.

Also, between the 20% off coupons that arrive 3-4x/year and the 10% back on purchases when I use my REI visa, most of what I buy isn't that much pricier than online--plus I don't have to deal with sourcing it, making sure it's a reputable seller, etc, etc...I do buy a lot of their house brand stuff, it's equal in quality to most other brands, and if not I just return it