How good is REI.com customer/pricematch service?
 

Anyone buy from REI before? I see they have the 20% off coupon for members right now. Not sure what it takes to be a member as I'm just checking out thier products. I hail from Canada so I value input from anyone that has bought from them and in Canada a bit more.

Do they pricematch? I believe http://www.beyondbikes.com/bb/items.asp?cc=CygoLite has the cheapest price for the Dual Cross 200/300.

http://www.rei.com/online/store/Sear...query=cygolite

But with the 20% off at REI that would make the DualCross 200 about $100 USD and the DualCross300 $124. Then I have to factor in the gagging shipping costs but still damn that looks like a good deal to me unless someone sees something better. Looking to get a good LED bright front light of at least 20W and then use my AL-X or in the near future a Dinotte helmet light.


Zero_Enigma

There have been countless threads about REI's service. Do a search, or look on the REI website.

I have an '05 REI Noavra Bonanza Mtb That I bought in Boston (The Fenway Store), Good Bike!! I rode it from Boston to my home in Kansas Their assembly could have been better but other than that I'm quite satisfied,Good Company!!
As far as their costomer service goes...Top Notch! many years ago my GF bought a Lowe Backpack from their Denver store and like most Hippies used,abused,overloaded,slept,sat on it in the rain,mud,dirt,sand,slop and glop...several years later we were in Phioniex Az and the supention strap ripped outta the pack making it useless we had lost the recipet many years before,but had kept our membership up...they looked on their computer,found the sales record saying that we bought it from REI and that all they needed...They replaced it on the spot!!! again Good Company,Good Products!!

Agreed. Never had a problem with REI.com, though I'm not sure I've ever had to do any mail returns. You might being in Canadia. Their in-store service is excellent. The sales kids/people and mechs might not have quite as much know-how as a good LBS, but they are all empowered to make sure customers are satisfied.

I've ordered from REI 3 times:
1st was a perfect score
2nd shipment went to Ireland (in stead of Iceland), customer service hotline was good though, so I got the package after it was sent back to Seattle and then to Iceland.
3rd time I ordered a pair of skis, and they sent me two right side skis (asymmetrical sidecut). Customer service was excellent again, so they sent me a new left side ski even before I sent them the extra right foot ski.

So IMO customer service is good, but messing up 2 out of 3 orders is not so impressive to me.

Where do you get the 20% off coupon? I'm a member (have been for 40 years) and I haven't received anything in the mail. Help?

The code is on the front page of rei.com or you can visit a store and ask for it. Now if the dividend notice will ever show... I suppose I could ask them at the store.

I ordered a pair of SKS fenders from REI. I used them for a while and decided that they were too narrow for my tires. So I took the muddy fenders to the store without receipt and without the original packaging in an attempt to "test the waters". They gave me full refund right away. No questions asked. REI is known to stand for "Return Every Item".

PS: I learned from another poster in this forum that REI can do special order on request. Although the purchase is not eligible for the 20% membership discount, it is good for the 10% annual membership dividend. With REI's good customer service, this gives me an extra piece of mind for moderately expensive bike accessories (e.g. lights, hitch racks, trailers, ... etc)

I don't think REI matches prices.

Their return policy is excellent. I've seen some bozos return things like boots that they'd worn for a year, saying they didn't fit well or the soles were worn out. :eek: REI took them back, no questions asked!


I returned a Giro helmet that was less than a year old. It was red when I bought it, but after a year's worth of riding in the mid-day sun the color had faded. When I returned it the color was orange.
REI gave me a new helmet. :)

I have received both the best and the worst service ever from REI. The best in the fact that their people are great and their return policy is top notch. They are usually willing to spend a LOT of time with customers.

The worst because sometimes I run across a floor person who knows very little about the products and spews forth bad information like the possessed girl on the exorcist.

So as long as you know what YOU are talking about, I highly recommend REI.

I consider this return policy abuse and like Costco is doing now, I hope they tighten up their policies. I don't want to pay for customers who use something for a year and then return it just because they can.

- Mark

I realized the abuse at Costco when I saw a woman returning a table arrangement of flowers. I suspect she had a dinner party the night before.....

Best customer service
 

but sometimes REI gets taken advantage of. I have seen a customer buy a Thule roof top box, install it in the parking lot, drive home, forget it's there, smash it into the garage, return and say he is not satisfied... and get a new Thule roof top box. :(

On the flip side, gear that people have used, then returned to REI and can't be sold again as new, get sold at members only "garage sales". I have picked some bargains that way on slightly used stuff. At the last garage sale I got a pair of Pearl Izumi mountain bike shorts with an "L" shaped rip in the leg for $5. Took my wife 5 minutes to sew up the rip. Other than the rip they looked new to me. A few years ago I bought a pair of Vasque Gore-Tex boots for $18, they looked like someone had worn them for a month, retail for them was $150. Old rental camping gear also gets sold at the garage sales.

REI is great. I have bought stuff at their stores and via mail order to Canada. No complaints at all.