REI Does it Again...

S

sodak

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Well this was the last straw. After seeing a thread on Victorinox Farmers, and seeing how REI could get them for around $14 or $15, I went to my local REI and ordered some to be shipped to the store. I was told I'd be notified in a couple of days by email when they came in. This was after trying to order from their web site, it somehow won't work with my browser (Firefox).

After waiting 2 weeks, I went in, and it seems that the clerk who put in the order screwed it up, and it was cancelled without notifying anyone. I've had a ton of trouble with REI over the years, if it's not on the shelf, forget it.

This, plus all the "attitude" that I get from the sales staff (most of whom are younger than some of my shoes), is it for me. I told the store manager to cancel my membership, from now on it's Cabelas or Bass Pro.

Anyone else have these problems with REI?
 
I've been a member since 1988 and must say, the customer service has taken a nose-dive over the last 5 years. I attribute this to a change in sales model and clientele. Gone are the truly knowledgeable sales staff that earned their keep helping astute outdoorspersons. Indeed, gone are the outdoorspersons. REI has become what Orvis became about 8 years ago- trendy outfitter of the outdoorsperson wannabbes. Pretty sad but it happens to almost all outdoors outfitters. Indeed, it happened to Sears and Eddie Bauer. Both now just sell crap gear to wannabbes. Solution? Cabelas, http://www.mountaingear.com, Campmor, etc. Just no where that sells retail.
 
Let’s see if we can find the right forum …
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If I want a non-stocked item (or REI Outlet items) I always order using REI.com and have never had a problem with one of those orders yet (takes about 2 weeks, and you get free shipping). I've got good or great prices, & excellent service going this route.

I still love REI after shopping there for over 20 years - but regarding knowledgeable staff, I never have relied on the salespeople to tell me more than their opinion or where I can find it (and I rarely ask either of those, either), and that goes for pretty much all of my retail shopping. I really think anyone who goes retail shopping fully expecting expert opinions on what they are looking for are setting themselves up for disappointment. That is no excuse to mishandle an order, though!

For products I think it is worthwhile for I'll research first, shop second, and it is rare in my experience to be helped by someone who really knows the products as much as a half hour internet study can reveal. I've also had good luck at Campmor, Sierra Trading Post, Mtn Gear & Patagonia.com (some great deals sometimes).
 
Walked into my local REI to look at their expensive Benchmades and overheard the sales guy tell a prospective BM customer the wait time if they sent the knife up for LifeSharp would a couple of months at least...

When I corrected the guy by saying things have changed, and turnaround is now apx. 2 weeks, he gave me the dirtiest look possible and called me a very bad thing as the customer walked away.

I don't go back there any more, Cabelas has easily replaced them with their great customer service.
 
Broos said:
For products I think it is worthwhile for I'll research first, shop second, and it is rare in my experience to be helped by someone who really knows the products as much as a half hour internet study can reveal. I've also had good luck at Campmor, Sierra Trading Post, Mtn Gear & Patagonia.com (some great deals sometimes).
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You know, this is a really good point. I've noticed this in other stores also, unfortunately, gun stores. I used to be able to get really good advice, and that's getting scarce there also. Thanks for the other suggestions!
 
No argument here. The floor people in REI stores rarely have a clue so knowing what you are looking for is best. What's getting really irritating is to again and again find unmarked scattered merchandise while employees wander aimlessly around the store.

So far, ordering on line for out of stock items has worked well for me but that's usually after making a trip into the store.

REI still gets some serious $$'s from me, Cabela's gets lots more. (How about that hard covered Master Catalog from Cabella's? You know your spending too much when...)
 
The only thing a normal person can afford at an REI, is the stuff they put on Clearance. Otherwise, their prices are WAAAAY outta line.
 
Danbo said:
The only thing a normal person can afford at an REI, is the stuff they put on Clearance. Otherwise, their prices are WAAAAY outta line.
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You've got that right! If you don't shop 'em you'll be paying way too much.
 
Other than their high prices, lack of plain edge knives or para cord, and employees who don't know jack, I like to look around. ;)
 
Add LLBean to the "What happened to them?" list. Most of their better products are now chinese stuff better suited for imprinting and handing out at conventions. Then you move to the stocking stuffers and the local ChinMart can beat it in quality and price.

I have an leather flight jacket and original barn coat, they don't even offer them now. Plenty of ladies wear, tho. So their catalogs don't even get a riffle - straight to the dust bin.
 
Cabelas n Hamburg, PA is too far to drive to without any money, but I do like to look around Gander Mountain in York, PA, when I'm up that way. Dicks Sporting Goods is hit or miss for quality, and prices. Sunnys Surplus had some good stuff, but they went out of business. The Goodwill in Westminster, MD bought all of their stock, locals told me they got some great knives and gear CHEAP. Bass Pro Shops, while expensive, is fun to just go to and look around. An associate told me they get spools of paracord in from time to time, I have been making a few lanyards, I go down there sometimes.
 
When I first became a member about 30 years ago REI was all about saving money and getting good stuff at a good price. It was a CO-OP for crying out loud. Somewhere along the line they became overly fixated on "good stuff" and forgot about the "good price" part. I seldom shop there anymore except for sale items. And yes, I find the space cadets they hire to be annoying.
 
moosejaw.com has some pretty good sales from time to time. most of my REI business goes either to them or mountaingear now.
 
Most anything found at REI can be found elsewhere for less, and without the attitude of the idoits who work there.
 
Uninformed, tree-hugging, nature lovers who have rarely spent any time in the outback themselves but who love telling you about all their experience while admitting they can't find the item you are looking for and don't know anything about it. Cabelas is king! (P.S. Get your wife a Cabelas Visa and don't tell her about the point system!)
 
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