I purchased 2 pairs of Vibram Five Fingers Finger, KomodoSports and Seeya. Both were too long so I sent them back by mail since there is not a physical store in my state. The Komodos had a size smaller available but the Seeyas had to be exchanges for a ...
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No problem except with this websurvey requiring input in box 11, even though I selected "Very satisfied" in Q10.

I have had a few good experiences on REI but they recently screwed up my order by sending me the wrong item. I then have to spend more time waiting for my item as well as time and money going to the post office to return what they screwed up. I ask my service agent if they can give me free shipping on my originally purchased item in the event I need to return it (they were shoes). He said no he could not do that. Thanks for your lousy customer service- go with a real outdoor store that keeps customers first like backcountry.com

This is a revision to my original comment (thanks to one reviewer with a valid point that my negative experience primarily relates to UPS, the company REI uses for shipping packages): Use caution when ordering online from REI, especially via UPS. ...
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As someone who lives in an apartment setting, it is very convenient and safe to have my items shipped directly to my nearest REI store.

I bought a gift card for my son-in-law. The web page was easy to use. I received email notifications and confirmations from REI. I have no complaints about REI and will continue to shop in EI stores and online.

I love REI-Outlet.com. I am always waiting for the 20% off one item special sales they have periodically to clear out their inventory. Most recently I participated in the buy and item within the time frame and receive $20 off of a $100 order at a later date. This was a great promotion, but I would love to just get a 20% off my next order. I would have bought $300-$400 worth of items at a $60-$80 savings, rather than the $100 I spent. Thank you, Andy AU

Always very helpful when I have questions.

Great.

good

When I ordered 2 20 foot pieces of webbing, you sent them to me as 1 40 footer. Not a big deal but kind of annoying.

The products were easy to locate on-line. I was very satisfied with ordering the products and their quick delivery. The coat and treking poles are excellent quality.

I was not expecting the additional cost 0f $45.00 for shipping because it states on the order form and elsewhere "free shipping" it does not specify to the USA only. I was also not aware of the $18.88 Customs charge. I could have bought it in Canada for $20.00 more than the combined cost so it was not really worth the expected savings.

Easy to shop with REI and "no fuss". Plus, the website is easy to navigate! #10 should be worded differently....this my recent purchase but in the PAST I have used store p/u...

didn't fit; returned to store for refund

Shopping REI either on line or in the store is always a wonderful experience.

Great!

Easy to order, came promptly, but the product was a colossal disappointment. I'll be returning them shortly. I ordered two pairs of long underwear. I'm 5'8'' and I ordered size Large in order to ensure leg length would be adequate, even though I wear size 10-12. The long underwear were ridiculously short. What a joke. REI has been wonderful in the past, and have a reputation for high quality, but I guess that was several years ago. I will not be ordering from REI again.

I like the outlet store. It is easy to search for items. Your survey requires answer to "why were you less than satisfied..." - what am I to do - make up an answer? This makes me want to quit the survey.

Awesome.

Online shopping clear and easy to use. In store I find all the salespeople friendly, helpful and knowledgable.

very good after trying on the shoes at a store, then ordered online

We live an hour away from our nearest REI store, so that's why we don't use the ship-to-store service very often. I definitely would use it regularly if we weren't so far away.

Great experience. They had the box right at the counter. I was able to look around, pick up a couple of other things, and check out promptly, although there was no pressure to do so (look around).

picking up at store is a temptation to shop more.

Always a pleasure to shop on REI's website. Easy to navigate and find what I'm looking for. Love the free shipping in the ship to store option.

I love REI and really appreciate the emails that I receive with some very nice deals. I have made many purchases in the past and will continue to do do. Always 100% satisfied. Thanks REI!

Excellent variety in products, both in cost and specifics.

went well

Great store with generous return policies so I never worry about just buying something. If it's not right, I can return it. I apprciate that!