REI is not a place to hunt for sales. EMS is a better shop for it. What REI does offer is a dedicated desk for support that no EMS offers. When I walk into REI, I accept that I will pay full price. But what I like about it, is that if you are a member, I can simply bring back a product, they look it up in my membership and hand me back my money. I've also had an incident where I tore a Mountainsmith backpack when it got caught on a ski lift and dragged me (That was scary, but funny). I walked into a store (Natick one as it was closer to me at that time), they gave me a ticket, a week later a phone call confirmed that it was sent back to Mountainsmith for repair. I pay for a guarantee that if I don't like something, I can always return it with no hassle. I once bought a jacket from EMS and they gave me a hard time about it being torn, and I had to buy a Gortex patch. If this was REI, they'd have taken it back and fixed it with a smile. If they can't fix it, they'd probably have given me my money back. If you use your gear, and want someone who'll help you take care of it, this is the place. But if you just want to treat it like another store at the mall and want a bargain, you will probably have better luck at other sporting goods stores targeted for consumers read more

I've been a member of REI since 1976. The service and commitment to quality is impeccable. Staff knowledge is superior. In many cases their store brands are on par or better than major brands. Yes, you'll pay more in many cases, and I do not always buy at REI. But when I want certainty of quality, selection, and a good shopping experience, this is where I go. They do offer a 100% satisfaction guarantee and on the one occasion I returned some boots that were not working out after a few hikes, there was no question about honoring the guarantee. REI is also environmentally conscious and has good values and it's nice to know you're supporting that. read more

This is store is smaller than most REI's, but the staff are really helpful. When I had to get fitted for a new hiking pack, the guy was so knowledgable and helpful. I am so happy with my new pack now. I'm always motivated to buy from REI as well just because of their member program, 10% back is always nice, especially when you're getting expensive outdoor gear. read more

Overpriced, mislabeled clothing. Don't waste your time or your money. Overpriced, mislabeled clothing. Don't waste your time or your money. read more

No comment needed - it's rei! I hope they never lose the very experienced and attentive team members... I go there mostly for advice and because I'll never be the person who wants to wait two days to save a few bucks. I like to place my hands on the products , compare in real life , and speak face to face with those that have the experience. read more

Had a pair of bicycling gloves I purchased at a different REI store 2 years earlier. The stitching on both gloves was coming undone -- but I had put on about 2,500 miles since buying the gloves. I thought that's not enough time for these gloves to wear out so I brought them to customer service at this store. They looked me up, saw the gloves purchased July 2008, offered a refund or replacement, or credit. I got a different brand, but similar price. Great service, great deal. I'll be back! read more

Always have had exceptional customer service at this location. Large facility with a lot of variety. Can find just about any outdoor item you could possibly need here. Prices are a bit high but you can get the membership and save $$$$ read more

Just took my bike in for some emergency repairs to REI Fenway. Great service. Friendly, fast, honest and a great price! They took less than 10 minutes to fix what I needed (when I thought I would have to leave it overnight). Highly recommend! read more

I will first admit this was my first experience in an REI outlet. I took a lap to see where everything was. I had gone in looking for a mountain bike, I knew the specifications I want, but wanted some advice. After getting the layout, I found an associate and asked if anyone was able to help me with the purchase of a mountain bike and to answer a few questions. I was told to wait at the front and someone would meet me. I waited at the front for 20 mins with no help and no acknowledgement. It was a very slow day and there were less than 10 customers on the top floor. I asked for help from another employee walking by and was ignored - so I turned around and walked out. Terrible experience. I was looking for a place to purchase a mountain bike and get service - I will now be going elsewhere for that read more

The store has an extensive selection of merchandise and the on-site staff is very helpful. I am very happy with the snowboarding gear I purchased there. The cashier was not very good and she almost forgot one $50 item. She did not include it in my bag initially. She only did add it when I reminded her. Last but not least she did not include a pair of $20 socks! I contacted REI customer service, they located the item, acknowledged the mistake and now they are shipping the pair of socks to my place. read more

Just came back from there - what a refreshing change to shop in a place with such helpful and friendly staff. They really seem happy to help you. I had just gone to two other stores on errands and left wondering what happened to good customer service --- I found it at REI!!! read more

IF YOU ARE INTERESTED IN RENTING A SLEEPING BAG...WARNING!!!!! REI DOES NOT WASH THEM IN BETWEEN RENTALS!!!! I asked a sales associate, just to be sure, and she said that REI does not wash the sleeping bags in between renters they are expected to be returned clean BULLSHIT. REI is single handedly spreading bed begs!!!!!!!! read more

Decent selection of stuff. Could use more UL hiking gear. Staff is always pleasant and usually helpful. You can usually find better prices online, but it's nice to have a storefront just in case you need some last minute things, so I don't mind the markup. I've never used their return policy but I hear it is pretty liberal. read more

So I have a member card and I love the thoughts of buying things to prepare to stay outside. The employees are knowledgable and assistance is easily accessible. The clothes and gear seem worth the trip to Fenway. I like the items that are sold there read more

REI always has what I need. I spend all of my free times outdoors and all of the hiking and climing equipment that I need is easily found here. The staff is always knowledgable and help me locate items that may be considered "hard to find". read more

REI is great for many reasons. Although I am a fan of the small local bike shops, you can also feel good about shopping at REI because it is a consumer cooperative, meaning that you buy a membership for $15 for life, and then you can vote on the board members, get 10% back on your purchases, and they donate excess profits to environmental conservation. And, the staff is super helpful, knowledgeable, friendly, and you don't have to stand around wondering where they are (ahem Home Depot ahem). They also have good sales on expensive brands like North Face and Patagonia, while also producing their own affordable REI branded lines of clothing and gear. I find it to be an overall more feel-good place than EMS. read more

First, I must express that the two stars are for the bike shop. Would be one star, but I have mad love for REI, so much so that this pains my heart to write. I love the REI corporation so much that if you knew me even a little you would have heard me rave about their amazing return policy, friendly service, awesome garage sales, and dividend bonuses. I will still continue to frequent the upstairs portion of this location and purchase my recreational clothing and. . .um. . .equipment there when necessary. BUT, having that said, the experience I had this morning at the basement bike shop made me want to vomit hot anger all over the counter. I wheeled my bike in there around 11am and stood making nice faces at every employee who briskly passed me by, but felt like the flat-chested girl at the seventh grade dance until finally someone thought to page someone to the shop 15 minutes later. When this gentleman arrived his first question was "do you have an appointment?" I have used their services before and never knew that it was necessary to call ahead. But, ok. New policy? Fine. Well, Mr. Bike Man, no I do not have an appointment. Then, he says "I probably won't be able to fit you in for anything until next month." All I need is for someone to true the wheel. That's it. When I responded that I would be out of town and would most likely take it somewhere else, he replied "Sounds like a good idea." Well, I guess the bike shop is too good for my business. Across the bridge I went to Boston Bicycles where they took care of me right away. Who do you think you are, REI Bike Shop? I have been to Manhattan nightclubs with less attitude. read more

Took my bike in with some bearing and brake problems, and Konrad in the bike shop was very up-front about the cost and efficacy of my repair options. He even replaced a brake cable housing, since he noticed it was part of the problem. On top of that, he took the time to explain exactly what he did, and what I should keep an eye on. Awesome work, Konrad! :) read more

Juan is amazing and gave me the most patient and thorough advice on choosing a backpack for my upcoming trip

The service is terrible. Finally find a salesperson, ask him where something is. He waves in a general direction and says 'somewhere over there but I think we're out'. This has happened twice. Other times, when I actually do get some help, it is reluctant, even for something like unlocking the items so I can actually buy them. Sound like I'm pegged as a person not there to buy? That's what it feels like, even though I have actually bought plenty of things (shoes, clothes, bike rack for car, books, accessories, etc.). (Their products are good quality, I will admit.) read more

My first yelp review will be a long story, but it will take that to commend Daniel in the bike shop! After years of neglect, my bike badly needed a tuned up, so I took it to REI about a week ago, and I was not the only one who wanted to get a tune, because there was a line of people. Daniel was the only one there and was helping everyone with questions, answering calls, and fixing bikes. A man in front of me complained that it was taking too long (I waited 2 minutes maybe!) and then berated Daniel for not being able to do the work right then- it sounded like a job that would need special parts they did not have. The man ended up taking his bike and very rudely stormed out. I used to wait tables, but even then, I have not seen behavior like that since the age of 5 at recess! When it was my turn for an assessment, Daniel apologized for the wait and thanked me for my patience (again I waited 2 minutes) and proceeded to be incredibly polite and helpful- he had a pin on his apron with Tennessee on it, so it must have been the southern gentleman in him :). He explained how pieces had worn out and how they worked and then taught me about preventative measures. I will be the first to admit I am not the least bit mechanically inclined, but Daniel explained everything in a way that made perfect sense to me. He was very upfront and honest about the date I could expect my bike back, as well as the cost of the repairs. I think I gasped when I heard both. I ended up not getting any work done because the cost of fixing my old bike rivals the cost of a new one. Daniel was extremely knowledgeable without being condescending and did not pressure me to go through with the work, he even had several suggestions for what to do with my old bike that did not involve a landfill. For my ride home, he did a few quick adjustments and oiled my shifters and chain free of charge! I also found out that they do ski work! I am definitely coming back this winter to have my skis tuned, because this is my new go-to repair shop in Boston! read more

Have been to this location many times unfortunately it seems to be quite understaffed and at least the last time I was there got a lot of attitude from the staff that were there. Maybe I don't have a beard and tattoos? I think that's the key to good service here. 2 stars for this location, but REI is a 5 star place. read more

I brought my bike to REI after having it tuned-up at a local bike shop because my bike was still as noisy as when I first brought it in. The local shop gave me attitude and was of no help. Scott at REI was fantastic! I was treated decently, Scott spent 30 min. talking to me about my bike and taking a look at it, even w/ a line of people behind me, he never once acted rushed or "exhausted." He couldn't isolate the problem in the shop so he wrote me a list of questions I'm to answer after riding my bike and really paying attention to the noise. He went so far as to say that if he still wasn't sure of the problem he'd go out and ride w/ me so he could hear it. He made me an appt. too with a 1 day turnaround time which is not typical for the local shop even though he's booked up until the end of June. Plus he lubed my chain and removed an unnecessary part. All this for free while I wasted $55 at the local shop just to be treated like crap. If REI is the standard for which all bike shops should attain, they should all just go out of business now! I'll stick to REI. If you get bike work done here it is worth it to become a member for the $20 one-time fee. You get big discounts on tune-ups and labor. Plus most of the staff there was above-average on the nice scale. read more

online has better selections and sale items than the store does. but my bf finds some good junks for his mountain bikes.

I had a problem with replacing some clips on a Chrome bag - Mat was so helpful, went above & beyond. He even put the clips on my bag! Thanks! read more

This national chain really hasn't broken into the northeast very much, since the market is pretty much owned by EMS. Still I was pleasantly surprised to find a wider selection and comparable prices to EMS, and have grown to like this substitute. Anything and everything you'd need for a hiking, biking, or skiing trip. I hear this place has more serious gear than other stores, though I have not taken advantage of it. read more

Great place to get all my outdoor gear. Prices are competitive with other stores in the area. Yes, you can find some stuff cheaper online but what you pay for is convenience and expert advice. read more

I had a bike shipped from another vender for assembly - this was suggested by a representative in the bike shop. He said they would unbox it and assemble for $50, since I'm an REI member. When the bike arrived this turned out not to be the case, and it would cost more than double. After contacting a manager, I was able to get the initial promise honored, but it would take a bit of time to complete, since they were backed up. Nobody ever contacted me when my bike was finished. I later called them to find out it had been assembled and sitting in the shop for over a week. Obviously very poor communication and training. read more

I LOVE REI. I get most of my sporting goods and shoes from here. The staff is always friendly and helpful when I shop. The guarantee can't be beat. I don't know of another place where you can return a pair of shoes that have been worn if you don't end up liking them. I recently purchased the REI membership and it's already paid for itself. I always end up buying more than what I actually need. :) Anything they don't have in store, I don't have a problem with getting it from their site - fast, free shipping or store pick up is always convenient. read more

This comment is not about this store. It is about an REI policy and I could find no other avenue to voice my opinion. REI makes it difficult to review an item. (maybe they are afraid of bad reviews) If you want to post a review you have to set up an account. I do not want an account I just want to review a poor item. There should be an easy way to do this. read more

DO NOT TRAVEL WITH REI Adventures. I received a "travel confirmation" from them the day after I booked. And then 60 days before, they asked me to pay in full. Then 40 days before they emailed me to tell me the trip was cancelled! I of course had booked plane tickets and everything already because the time was so close. At no time between when I received the initial travel confirmation and and the notification to cancel did they inform me that there may be insufficient people for the trip. When I talked to them they told me that the initial "travel confirmation" was just a confirmation of booking, which was not the same thing. I'm mainly upset at the timing - 40 days is too short of a time period for me to get something else exactly the same, especially since the trip starts and ends at locations off the beaten path, so I ended up having to pay heavy airline fines in order to get everything in order. And they DO NOT offer any help or compensation for the losses (they only refund the price of the trip). read more