Was planning on using Nashbar to get a new set of wheels but got impatient today and stopped in my local REI.
The manager of the bike dept. happened upon me and I ended up buying the only set of Shimano Ultegra WH 6800 wheels they had in stock.
They were around $100 more than if I bought through Nashbar but I got a $20 gc plus I will get $40 back from being an REI member.
The best part though was that I walked in off the street and they installed the cassette spacer, took the tires and tubes off my old wheels and installed them on my new wheels while I waited for a grand total of $20.
This also included re-installing the sensor for my computer and a quick cleaning of the bike.
First time using REI as my LBS was closed but a great experience.
Plus I like the fact that if I have any issues at all they will back the wheels for a year without me having to ship them

REI is an awesome company. Top notch customer service.

They truly are. Nothing but good experiences at mine.

Excellent. It's good to know how well they treat their customers. I'll have to check them out one day.

Fantastic customer service. Quality products. Novara brand is typically a great value option whatever the item you're considering. I pretty much don't buy anything outdoor related without checking REI at some point. My membership dividend is a nice bonus too. Highly recommended.


-Kedosto

Two of my bikes are Novara brand and they've both been really nice rides. We've been on many good adventures. Came within a whisker of buying another today for the gf to ride...the bike prices can be pretty sweet if you grab them during 20% discount periods.

Good wheels from a good store. Can't go wrong.

I walked in on 4th of July needing a couple of "zip strips" to replace some I lost for my Yakima rack.
Asked if they had any in stock figuring I'd have to order some. The guy looked in the back and found 1 said I could order from Yakima or they could for the other one. I generally only have 1bike on this so I was OK with one. Went to ring me up and asked if I was a member, I said yes, he replied "Just take it then". They're about $10/pair shipped.

Purely a matter of staff/manager.

I bought the Thule Vertex 2 hitch mounted rack from REI. Through what I judge as weak design, I lost the anti-sway part, complete with its strap (it came off the rack while driving, this part swings from an axle, but there is no positive click when you hook it up, as a result, with no bike on and strapped to it, it can swing free and you lose it).

I asked REI if they had spares.

No.

I asked whether they could loan to me the part from a defective rack they have as a floor model (can't sell the rack, as the mechanism that holds it upright was broken) because in a week I was going off to a lengthy trip.

No

I asked whether they would order the missing part.

No, they only deal with complete racks.

Being the helpful sort (!) he offered that I should Google Thule and see if I could order it myself directly!

I did. Thule shipped the part which was delivered with 2 days to spare.

That sucks

With something like this, the best move might have been to return the rack and get a different one. And I agree with you about the design - it surprises me that the anti-sway units can be detached so easily. Even though the REI policy is return within 1 year from purchase, sometimes they will fudge on that - especially if there is a design problem (or a perceived design problem). 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).

I've had a lot of great experiences with REI. I buy from them because I know that if something goes wrong, they'll take care of it. I wouldn't buy a lot of things (especially a new Garmin) anywhere else because of it.

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.

I use REI when i need products or help fixing something on my bike. The mechanic is amazing, fast, always remembers me and our past conversations and usually throws in a good discount. The staff are friendly, and I even go there for their bike classes. I have another class coming up this month actually lol Theyre quite good and its helpful watching someone do it before I try to. They often stay long after the class time helping people individually, too.
I havent needed to take my bike in for repairs or anything since taking their classes and learning more from this site actually.

I only have two LBS in my town and one is in the process of closing...the other hold hardly any product in their large store, and arent very welcoming. So, I love having the REI close by.

I am increasingly using REI instead of my LBS as well. The REI mechanics are much more knowledgeable and friendly than at my LBS and actually have many more items in stock than the LBS. Plus, as others have mentioned, the ability to return any product I am unhappy with is a great benefit.

Did a loop tour from/to Missoula last month. Shipped my bike to REI, which was right around the block from the campground where I was to start and end my tour. REI had the bike assembled, tuned and waiting for me as scheduled. When I picked it up, they committed to boxing the bike to day after I was to end my tour so I could schedule a FedEx pickup the day after that. They held on to my bike box and backpack. I finished on a Saturday as scheduled. I dropped the bike off in the afternoon, it was boxed the following day as promised and picked up by FedEx on Monday. Charge was $40 on each end. The LBS that boxed my bike and Philly and reassembled and tuned it upon its return charged me $75 on each end.


This was the second time I used the Missoula REI in this way. Both experiences were great. The other nice thing is that I was able to pick up fuel for my stove as some other odds and ends, like bug spray.

Nearest REI to me is over 100 miles away... Dammit!!

Totally agree, they go above and beyond for their customers. I've been a member for 25+ years.

Also, not sure about their cycling clothing but their house brand outdoorsy stuff typically hits the sweet spot of performance and value.

My Dad discovered REI on business travel for Sperry, to support their autopilots at Boeing in Everett. Probably in the early 70's. He had a member number two or three digits shorter than anyone else's today and was proud of pointing it out - I wish I could have kept it when he passed. When they opened a store in the Phoenix area he would need little excuse to go and visit. My attic is full of stuff sacks and things like that, he loved them. He bought all our MTB's there in the late 80's-early 90's for high school and college years.