Hum...
I actually attended their Bike Maintenance Clinic a few weeks ago in preparation for our tour, and got a behind the scenes look at the San Diego REI bike shop. In the two nights clinic we used the shops tools, took our bikes almost entirely apart, inspected the pieces, fixed any problems and put them back together.
Roy, the master mechanic instructor, was exceptional. His knowledge of bike problems was encyclopedic and he had the ability to make me understand (not a small feat) how to fix things.
While there I got the impression that these guys love (and I don't use that word lightly) to help people make their dreams come true. Roy offered (I didn't even ask) to send me parts anywhere in the world. Now that is what a co-op is all about.
I am sorry you didn't have the same positive experience. Perhaps you should call the manager or headquarters. You may just save one of us from the same problem.