Updated review. They made good and refunded my money so all's well that ends well. Had a few problems with bike support in the bike shop. I've been a member of REI for over 30 years. Quality products and quality guarantee but they're not perfect. read more

We just had great service from West, a cashier working on his second day. The two people working coustomer service were great as well. Honestly the manager had the worst customer service in the store, but the products were amazing and wonderful as always. read more

Went to REI recently and had my heart set on this one particular bike stand for my house. Unfortunely they did not carry that particular model in the store at the time. I spoke to a sales guy named Spike and he recommended a different one. Bought it, took it home and love it plus saved me $90.00. Plus we had $33.00 on our dividend card. Thanks a bunch Spike! read more

I was recently shopping for a backpacking tent, and after seeing how large and heavy my online REI purchase turned out to be, I found myself in the 'returns' line. As it turns out, REI will take back anything within reason. I melted a pair of rain pants while riding my motorcycle (totally my own stupidity) and REI took the pants back no questions asked. The same was true of my online tent purchase. After the return was complete, I was off in search of a better tent solution. After much research I settled on a couple of options but I was torn. One of the floor sales people suggested we setup the tents and see what works best. The guy helped me for an hour, setting up, discussing, and breaking down all of the reasonable options. The guy was very helpful and took the time to make sure I was fully informed about my new tent. I spend a good amount of time each year in a tent so this purchase was important to me, and the folks at REI made sure I landed on the bullseye for exactly what I needed. REI will always get my outdoor recreation business. read more

Wow. So disappointed. I would not go back to this particular store. Historically, I have had nothing but good experiences with REI. It seems they are not as interested in customer service as they used to be. I had an issue with an order and was treated very condescendingly by one of the customer service staff. He clearly had no interest whatsoever in helping me resolve the issue and instead cancelled my order and said I should just call customer service. So, I called customer service who told me that is not what should have been done because now my gift card information is gone. They will not re-issue or refund the money in a store card, which would be the simplest solution to a problem they created by not handling this issue correctly. I buy a lot of gear there, so $25 should not have been such a sticking point for them. Anyway, I will likely find a more home grown version of what REI used to be--customer centered and willing to resolve an issue correctly to the customer's satisfaction. Too bad. read more

This store does not honor their warranty regarding defective products. When I showed the manager the warranty in black and white on the REI website, he claimed the REI limited warranty is not an REI warranty, but a manufacturer warranty and refused to honor it. Nothing like being out 175 dollars for crappy boots that fall apart AND having your intelligence insulted by a huckster. read more

Will NOT be shopping at this store ever again. Went around a slow time on a Monday and the sales associates were AWFUL and not helpful. I am a person of color and noticed they were only helping people who were not someone of color. Called and complained and the manager was not apologetic at all. My business will be going somewhere else and corporate is aware of the situation. read more

Super informative staff and helped me pick a rain jacket! There's a huge parking lot so parking isn't an issue. This location is conveniently downtown but it feels like it doesn't have a large collection of items like most REIs. It's a pretty small REI compared to ones I've been to, but call ahead to see if they have the item you're looking for- super helpful staff! read more

I won't rate this location low. Last time I was here I had a good time. Staff was helpful and talkative/informative. However tonight was a different story. I was dead set on purchasing a REI CO-OP bicycle but I had a few questions over the different types. This time it seemed the staff avoided me like the plague. Usually I have a pleasant experience, but I guess tonight something was in the air. read more

Wide selection of quality goods, but overall not enthused about a store that advertises one price on the shelves, then hits you with a (25%) higher price at checkout cause you're not a 'co-op member.' A little more tranparency about pricing policies please. read more

Staff is very knowledgeable and friendly. Over the last several months, I've outfitted several family members for various travel and outdoor adventures. They have offered excellent advice on everything from back packs to underwear! Christophe was extremely helpful regarding clothing for a trip to Africa. Especially refreshing was the fact that they don't default to recommending products with the most features or the highest price tag (which is nice because REI does have some expensive stuff with s lot of bells and whistles!) They take time to listen and learn about your needs and help you "check off the list" so you can start your adventure knowing that you are well prepared! read more

My backpack had seen better days, I needed something larger and roomier so I could fit everything I had. I used it day to day. I went in to the Capitol of Texas Highway location walked right in and asked the sales associate where the backpacks are. Christoph is his name, he immediately escorted me to them. Low and behold we have crossed paths many years ago, he was the sommelier at my favorite French bistro. We talked about old times and he proceeded to inform me about the different backpacks and what to expect. One it was good to see Christoph again, two the ease and no hard sell vibe the place has. I am going back again and telling everyone about REI. Mercie mon ami Christoph! read more

I tried to return a $30 item to this store without a receipt. It was a bike lock and I only need to get a merchandise credit and exchange for another lock. I was told that REI does not give a refund and/or merchandise credit without a receipt. That service is only available to members. See the REI 100% guarantee below. I don't read where you have to be a member in order to realize the 100% satisfaction guarantee shown below. This is direct from your web site. --- REI --- 100% Satisfaction Guaranteed We stand behind everything we sell. If you are not satisfied with your REI purchase, you can return it for a replacement or refund. Items must be returned within a year of purchase, except items purchased from REI-OUTLET which must be returned within 30 days of purchase. REI's guarantee doesn't cover ordinary wear and tear or damage caused by improper use or accidents. If your item has a manufacturing defect in its materials or workmanship, you can return it at any time. See our limited warranty. You can return or exchange purchases from REI or REI-OUTLET by mail or at any of our retail locations, regardless of whether you made your purchase online, by phone or in an REI store. read more

Just bought a 24 inch mountain bike for my 8 year old son. Paid more than what you get at Walmart but it is 20 pounds lighter and has better components. They did a quick safety tune and took off the junk plastic stuff and kick stand that was just adding weight. He is loving it. The service was great. Also, another advantage with REI is the service when you need to return something. I had to return my keen sandals because some stiching came loose and it was very easy. They keep all the records of sales under your membership # so you dont even have to save the receipt. read more

Love REI, great selection and love the Co-op thing with the year end cash back. Staff are always on the ball here. it shows that the company takes care of their staff, it always comes across in the customer service. read more

Got mountain bike tuned up. First rate work to return it to like brand new. Staff was very knowledgeable and helpful. Was able to get it complete in a timely manner. Am very pleased with the work and will return. read more

I've been shopping REI over 20 years - mostly for quick dry outdoor clothing when hiking and camping - in Scouting - and then major Grand Canyon and Yellowstone National Parks with my son - and I can't think of any place I can find the clothing, shoes, hats, food storage and cooking equipment - and I've never been disappointed. And by the way, I appreciate the REI staff and their knowledge (and patience) as I search for just what I need. Thanks REI! Dave read more

Bought so many great items during the garage sale. Prices are great, good deals on camping equipment

Oh, REI. I want to like you, I really do. I'm not particularly outdoorsy myself (I'm more of the "get drunk outside" kind of outdoorsy), but I've swung by on a number of occasions with my SO or to pick up Christmas/Hanukkah presents and on every occasion I left feeling like I was just shuffled through a maze of overpriced Discovery Store extras. The thing that pushed me into "I need to review them on yelp" territory was when I swung by this past weekend. I've got a bike on my hands (belonging to my SO) with a broken pedal, and thought "hey, I'm already here at Whole Foods I should swing by REI to get a bike part!". Big mistake. The floppy haired kid working in the bike department was physically incapable of giving a direct answer about if he had bike pedals. He inquired about the predicament, and upon my SO relaying his story, Floppy Hair Kid proceeded to give a ten minute monologue on all of the different variables in my equation which might require a slightly different remedy. I actually got so tired of listening to the explanation being poured at my SO that I walked around the store a bit to look around. When I got back to bikes, FHK (Floppy Hair Kid) was still rambling. I hate to rag on the kid, but he wasn't even being particularly helpful. I think he just wanted to show us how much he knew about bikes. SO asked if the fix would be pricey and FHK told us "oh no, it can be super cheap like $50 or something". We repeatedly reminded FHK that this was an old road bike purchased at a garage sale for less than the cost of a nice dinner at Hopdoddy, so I don't quite think $50 was inexpensive. Anyways, we leave the store and venture to an actual bike store. We spoke to someone who does nothing but bikes, who then sold us a set of new pedals for mega cheap. Problem solved. Coulda been solved at REI, but the show-off-iness of FHK coupled with the overpriced nature of the store unfortunately prevented that. TLDR- Pricey and fancy, avoid for bike issues. read more

I first went to REI a couple of years ago when I was looking for a backpack for an upcoming trip in Europe. I had a couple of pack recommendations from friends that had completed similar trips and I found the REI staffmember who was working in the backpack section to be really helpful. He talked me through the pros and cons of the packs recommendations I had and also compared a couple of others that I wasn't familiar with. He really listened to what I was looking for and what I would be doing and was able to help me figure out which pack would work for me. He didn't push more expensive packs that had features that you might need if you were hiking in the wilderness, but not for just walking around town and to and from hostels. Since I had such a helpful experience my first time, I have been back several times for more general purchases like a school backpack and a jacket and have also been pleased with the products I've gotten. Since I spent enough to offset the cost of the membership when I got my backpack, I did become an REI member. You typically get about 10% back on cash purchases and 7-8% on credit card purchases. I've never heard of those garage sales that Don P mentioned, but I do get regular e-mails about other sales going on and a couple of times a year, you get a coupon for 20% off any full priced item. So, if you think you might spend more than $150 at REI over time, which is really easy to do, I would say that the membership is definitely worth it. I typically only make a couple of purchases at REI a year and they tend to me relatively expensive stuff (like a backpack or a jacket) so the 20% coupons alone have probably saved me somewhere around $50 over the past couple of years. read more

I've had several people tell me the number one reason they don't shop here is that they're overpriced, but I disagree. Yes, they've got higher prices - but the difference here is that you actually get what you pay for. That's right - quality. They've got the highest quality gear for hiking / biking / camping / rock climbing and more. They've also got customer friendly policies. I was able to return a pair of crosstraining shoes that were way past the deadline, but they agreed the wear I was seeing was a defect and I got a gift card for their total value even without a receipt. They care about their customers. Be sure to sign up with their membership program, which for a one-time fee (currently $20) gets you special offers, rental discounts and an annual dividend equal to 10% of your purchases. read more

Cool equipment/gear. Fair prices and helpful/friendly staff. This particular trip, the wife and I went shopping for one of those storage bins you can put on the roof of your vehicle. Matthew helped us out, checking on line to see what they had in stock to fit our vehicle. He also was very patient in giving instructions on how to attach the bin to the vehicle . read more

One of our favorite outdoor shops. Great customer service and prices! We never leave empty handed

Here for the first time. Went to look at the five finger shoes. Diego was a great help. Even though we didn't buy anything today, he helped us out finding the perfect fit and perfect type of shoe we were looking for our use. I think 6 emoloyees must have checked on us before we even made it out of the door. Great customer service. read more

Great neighborly service. The pocket knife I picked up here worked like a charm and helped me cut debris out from under my car. Thanks for getting me in and out and on the road. read more

Extremely disappointed with the online site and customer service. I ordered an item online, and a week later learned that the item was unavailable. What a waste of time. The email did not explain why my order was cancelled, I had to waste my time calling customer service only to learn that they never had the item available in the first place. Plus I used my 20% off member coupon on the item, so now I'm dealing with trying to get my coupon back. Please stop selling customers items you do not have.....and then letting them know a week later. I was planning on using the item and didn't have a Plan B for buying it elsewhere because I thought it was coming in the mail. Now I need to scramble, super annoying! read more

Friendly staff and awesome selection of outdoor gear. I have been a member for 20 years and look forward to many more.

My wife and I recently bought a Yakima bike rack. After attempting to install it ourselves, we decided it was better to let the professionals handle it. We called the Lamar location, and they were extremely helpful and patient as we explained what we needed, but they didn't have enough people on staff to install it. So we called this REI. We got scheduled, but I had to work the morning of, so my wife went alone to have them install it. Bad idea. The people who helped her treated her like an elementary schooler. From telling her we bought the wrong pieces (which I ordered based on the Yakima site's recommendation) to being pushy about trying to get her to buy what we needed right there on the spot, even though my wife told them we couldn't afford it to today, it was not a pleasant experience, all just to install this rack. I am thankful REI offers this service, but we did not have a good experience. If we need something from REI (and we are members), we'll be sticking to the Lamar location. read more

Been an REI member for 21years and always have a great experience here! Always a good deal and always knowledgable staff available to help. Thanks REI for being awesome! read more

Not really review of the store, but the whole online ordering/pick-up service is flawless. I ordered a bike, free shipping to store, they emailed when it was ready, three days before it said during ordering. In perfect shape, all together. no waste, no added expense, no hassle. From the time I started shopping for a bike, to the time I picked it up, it was probably a total of 1 hour. amazingly smooth. please, more stores/companies do this, and not charge extra, or shipping, or extra wasteful packaging, or even paperwork for that matter. I wasn't even given a receipt, it was an email, like apple store does. read more

when my dog ate the plastic buckle on the hip strap of my hiking backpack, i came in on a whim to try and get a replacement part. a sales person quickly showed me to the exact buckle that i needed (it was less than $2!). when i got to the register, the cashier told me i would need another part (some sort of pastic glider so i could adjust the strap tightness), so he ran away from the register to grab it for me! awesome service! the whole repair project cost me $3.25. after he explained the membership program to me, i joined up. co-op membership costs a one-time $20 fee, which entitles you to a 10% rebate on all of your purchases for the first year. essentially, if you spend over $200 at R.E.I. in one year, you'll get a rebate check of over $20. and supporting co-operatively owned businesses is good for everyone. REI is cheap recreation store with friendly, knowledgable staff read more

I went to many recreational store and did not have what i was looking for until REI had it. Teva flip flop for my 9 years old daughter and it was on sale. read more

I heart this place. I wish I had more disposable income to give these people. I love the way the store is set up, their loyalty co-op program and the products themselves. They run nice sales... I should shop here more often! read more

Went looking for new hiking boots, Steve was incredibly helpful. He was able to figure out why my old shoes gave me problems and find exactly the right shoe and fit for my feet. Very knowledgeable and friendly. read more

Clean, packed and great customer service. What more can you ask for? The sales reps were very knowledgeable & convinced my hubs to get a point card. Even though you have to pay $20 for it, he got a great discount as well which made it all worthwhile! read more

I purchased luggage tags for a trip to Europe 2 years ago. Used them again last year. The tags were not cheap but it is REI right? Well I noticed the other day as I pulled the luggage our of our 2018 trip that one of the tags was broken. The cord that holds on to the luggage had pulled away from the metal connector as it is was not glued tightly. I know that the tag was 2 years old but it had only been used twice and I expected more. I tried to find another tag in the store but strangely there no longer were selling these which I am sure was because they were crap. Since I am a member I thought I would ask for some form of credit towards another one. Nope, been longer than 2 years, sorry, move on, too bad..... I was so frustrated. Really crappy service. So stupid that they don't get that just $5.00 towards another tag I would be a happy camper. I promptly order something from Amazon and will really consider purchasing anything from REI again. read more

Simply wonderful service! I have been looking for a heat pack for sore muscles that does not need to be heated in the microwave, but is self-activating and reusable. I asked a very friendly employee if REI carried such an item. He said that they didn't but knew exactly what I was looking for and directed me to a running store across the parking lot. The running store had my heat pack for only $10! I was ecstatic! Thank you, wonderful REI employee for being so helpful! read more

REI is a summer and winter wonderland of equipment and information for all outdoorsy types. It's a really cool place for climbers, hikers, campers, winter sports enthusiasts, backpackers and other people in need of quality gear. I've bought a few items of clothing here, which I'm not crazy about. They tended to have synthetic fiber stuff which I think is not so good for hot weather. Also the prices for the synthetic-fiber clothing was pretty high. I've personally been backpacking with an REI rig since 2001. It's in need of a thorough wash, but he bag has held up through years of flights, busses, ferries and other adventures. There's always staff around who are in-the-know about what you need to safely do any given activity. They have ideas for you about the gear and how and where to use it. read more

Got to use my shoes today. Do not need to break it in, very comfortable. I wear wide size shoes and Lowa is it. I might try vasque next time. Love my shoes and Love REI best store and helful stuff. read more

REI is the place to go in Austin for outdoor enthusiasts. The store carries the tools and equipment for all kinds of outdoor excursions, and the items themselves are of a high quality. Since REI sells such high quality goods,the prices can seem high at times, but I always feel comfortable in making a purchase, knowing that if I ever have any problems with the item, I can take them back into the store. The employees are amiable, and are themselves outdoor enthusiasts. I have had long conversations with a number of employees over topics ranging from kayaking to backpacking. If you are planning on partaking in an outdoor adventure, I suggest that you stop by REI. read more