Originally Posted by
ddeand
...As far as the floor model, quite often those are not owned by REI but are put there by the rack company for display, so the store can't really sell the rack or any part of it. Ordering the parts from the company is definitely the quickest way to get a replacement part (done that with both Yakima and Thule).
The rack was for sale. It was the last unit available and they offered to sell it to me package opened. Then another salesperson pointed out that the bottom hinge was locked and would not unlock as it ought to. So I ordered one (they did the order on the spot for me). The rack came, I put it on and 3 days (more or less IIRR) I lost the part.
The salesman offered to take back the rack, refund it and get a new one, but I thought that this would be dishonest in my part, regardless whether they were willing to do it.
As I said in my previous post, it depends on the staff/manager. I bought previously a Thule strap on trunk rack which in my experience is downright dangerous. I used it once, it came off the car and I returned it immediately. I tried to explain to them what is wrong with the design and both the bike salesperson and the return cashier looked at me with glazed eyes... "Ok sir, we will refund you..." Wasted effort.
I will be trying another REI shop in Houston and hope that they are more responsive as far as my business is concerned.