Just had a horrible experience at REI trying to return something that I purchased there this Friday. I paid in cash and chose to email the receipt to myself, however the receipt never came to my email box nor could I find it in the junk folder. The customer service rep and the manager could not find any solution. If you purchase anything at this store, I would recommend asking for a physical printout of the receipt even though it's not good for the environment. Just to be safe. read more

Purchased a new pair of hiking boots over the weekend. I wore out my otherones with allthe hiking we did over the summer. Score!!! They had a big selection with name brands on sale. Glad to get in on that deal. Sales person insisted to measure my foot to get the best fit. I would say they were concerned that I was happy with the product. Not just trying to turn murchandise. Nice store. read more

I have been shopping a lot lately at this location.... Great selection and good prices.....Awesome specials. read more

I had the most wonderful visit to REI in Boston today! I went in looking to exchange a sleeping bag and was immediately assisted with picking a new one. The sales associate was extremely helpful in pointing me towards the right sleeping bag at the right price! Downstairs, at the return center, they were quick and efficient and were even able to order my new sleeping bag to my home address. Overall excellent experience with the customer service here and will be back soon! read more

i like to get "gear"ed up whether the activity i'm participating in requires it or not. this is a good place to get outfitted. and a good place to wander. hey, what's over here? oh, it's a head lamp. i might need that at some point in the future. i need more shirts that will wick away my sweat, here they are! i would like a water purifier. but you don't do any backwoods camping. true, but what if aliens attack and i need fresh water and all that planet earth is left with is sludgy water tainted by alien pollution and the aliens have destroyed all our water treatment plants. problem solved. i'm a co-op member too. suck it, mit coop! rei doesn't discriminate. read more

This REI has exceptional service. The exchanges/returns customer service is one of the most accommodating I've seen and the workers there are very friendly people. Great store! read more

I had my skis serviced here by having my old bindings replaced with new ones. They never returned my old bindings and when I called Ben and Eric said there was nothing they could do for me. It's as if they don't believe me. Terrible customer service. read more

I used to be a loyal customer but not anymore, REI refused to honor it's warranty policy so I use the store for information and sizing of products and then I order those products online from the lowest priced vendor. REI is rarely the lowest priced vendor. You can beat their prices by 20% pretty regularly. read more

This review is based on today's experience with the Service department. I am an REI Co-op member and have been shopping with them for many years. I picked up my and my wife's snowboards which I had dropped off for the Silver Tune-up Service just a few days ago. The Service was done within a couple of days (I commend them on their ability to turn these around quickly) and the people seemed great. I carefully went over both boards before leaving and noticed the biding on one of my toe straps was not working properly, so I brought it to their attention. They explained their process and stated that there was no way it could've happened during the tune-up. I found this to be somewhat difficult point to agree on, as part of their process is removal of the bindings. The bindings are not new, nor did I claim them to be, but was confident that they were in proper working order when it was left for service. After calling a manager, we debated for a few mins and it was made clear to me there was nothing they were willing to do. I am extremely frustrated and will avoid giving any business to them in the near future. read more

I'm not the most outdoorsy people, but every now and then i enjoy buying hiking gear because it's comfortable, washes quickly, and can be fun to wear. REI has all that and more. It has a little of everything for every kind of person (hiker, camper, traveler, surfer...). It has the good! So why the two stars, you may ask? I'll tell you why.... WORST SERVICE EVER! I have never EVER witnessed such uncaring, unfriendly, and unhelpful staff members. Last time i went there, I wanted to buy a shirt for hiking. I had to wait 30 minutes before I became beyond fed up at the staff here and looked for one. In these 30 minutes, no less than 5 different employees walked by the clothing section. ALL of them saw me, but not one was bothered to say hello or ask if i needed help. They simply did not give a f*** at all. And that's not the worst! when i finally got a nonchalant, kinda-hipster looking guy to help me, he: 1) looked like he was about to throw a tantrum, 2) did not seem to care for what i was asking, 3) had no clue what to do. Really? How come so many people enjoy a place with such bad service? read more

On a recent trip to Boston, I was pleased to see that REI had opened a store near Fenway. My friends and I stopped in because the wind was blowing (I though Chicago was the windy city!?), and they wanted to buy hats. I ended up buying a cycling book for my husband, and the sales lady was kind enough to look up his membership number so he'd receive the credit for the purchase. Great store that seems to still focus on outdoors equipment, unlike the many Chicago stores which seem more focused on selling active apparel (not the same as outdoor apparel). read more

So long REI Boston. In the past I was willing to tolerate the weird road access, the dreary old Sears building and substandard parking labyrinth at the REI Boston. The merchandize and friendly knowledgable staff, in conjunction with free parking made the place bearable........... Sadly the parking now costs $5 dollars for the first hour and the parking labyrinth is even worse than before. Earlier today I spent 20 minutes getting out of the parking structure to the 'pay' kiosk, only to be ordered to pay $5 by credit card only. No please, no thank you. That was the last time I will visit the Boston REI. The parking costs certainly make free store pick up a bargain.......not. Time for REI to find a more customer friendly location. read more

It should have a phone charger station or something. Because staff seem no interest to help anyone to charge the phone is dying. Not saying it's their responsibility. But it's the "none of my business" attitude. Also, there was one time someone try to get in 5 minutes before the store get closed. Apparently they don't care and not let the person enter the store. I know it boast the culture of respecting the employees, I think right now it's at a point they don't respect their customers anymore. But online shopping is nice. I will avoid this store. read more

The people who work here are amazing - so helpful, knowledgeable, friendly and patient. They helped immensely with picking out shoes, bikes, accessories and backpack. BEST Rei I've been to, ever. read more

I've been a member for years.. I absolutely love R.E.I. I could right all day about their selection, locations, prices but today I'll skip all of that. Today I'd like to praise the staff. I recently had the daunting task of finding 3 kayaks for some clients. I called the location downtown and was transferred to the kayak dept. The young lady who helped me (who's name escapes me) was extremely helpful! She informed me that they didn't have the kayak I wanted but she could have one delivered to the store in a couple days. Not even 24 hours later I had a phone call from her.. I wish I remembered her name?? She sounded cute!! Well, she told me they had it and even reminded me of thee other little things I needed to get. Needless to say the client was happy and I looked like I knew what I was talking about! Thanks REI girl! read more

I would give this store a higher rating if not for the carelessness of their bike department. Took my bike in for a repair and tuneup. After all was said and done the cost was $200. I trusted the technician when he said other parts needed replacement. But now I wonder whether they are instructed to, using a sales term, up sell when the slightest thing is wrong. Okay. That's business, it's also a co-op and so some profit is returned to members. I also trusted the bike technician when he said the repairs would take 2 or 3 weeks because parts had to be ordered. I had no reason to not believe him. But it turned out that whoever did the work was careless and I am lucky my bike still rides. What did they do? They did what I figured was impossible. They reversed the gears. Now I have to shift to 1st gear for downhill and shift to 8th gear for going uphill. This is backwards. Whoever did the work - if he/she had tested their workmanship by giving the bike a quick ride or just paid attention - the gears would be okay. Now I have to wonder in what other way were they careless? If I was riding the bike, had not realize they screwed up the gears and I wound up crashing because I couldn't get the gears to work they would have a nice fat lawsuit on their hands. But fortunately for me - and them - that didn't happen. What is their response? For me to pay by spending my time - wasting my time - by bringing the bike in so that they can first inspect it and fix it - in their sweet time. They are nice enough to offer an appointment. But what are they offering for wasting my time? Forget about emailing the president of REI. He's too important being important. He doesn't have the time to deign to talk to a lowly customer. I also have to agree with the reviewer about the sales staff. I was looking at the road bikes for 10 minutes the day I took in my bike. No sales staff offered assistance. Even after asking for a sales assistant none showed up for another 5 minutes. Obviously they didn't want to sell a bike that day. Nor is this the first screw up of their bike shop. They lost a sale last year because no one did the work of ordering a part for a bike I had purchased (and subsequently returned since the season was over and without the part I could not use the bike). There are plenty of bike shops in Boston. Bikes Not Bombs is a good shop, reasonably priced and have never messed up any of my bikes. read more

I've got two sides to me - city girl and country girl. When they country girl comes out to play, I've gotta get my supplies in the city. Now, I LOVE REI - it has everything and gets the job done and done well. But there have been cases when I've gone to this particular location and they haven't had things and told me to try one of their other stores - like Framingham - which might as well be another country to me. Like dry bags - easy enough! You go on a canoeing trip or something of the sort, you need dry bags. This location doesn't have them. Boo. I guess they figured a lot of outdoorsy people don't live in the city, so they can put more stuff in the other stores, but it's a pain for those of us with two sides. read more

i was dying for some cliff bars, like seriously about to go into hypoglycemic shock in the middle of a red sox game after barfing up that chili dog all over myself during the national anthem. like seriously it was dripping down into my shoes by the third inning. i decided i needed to get some new clothes and walked around for about 30 minutes but EVERY SINGLE PLACE i walk into (guitar center, amc, chipotle) immediately kicked me out. i was furious when i came here but one handsome employee was so quick to grab me a nice, silky polyester shirt (to replace my chili dog one), a fancy pair of cleats (to replace the chili dog ones) and they even hooked me up with the cutest leggings that really make my butt POP. still my favorite leggings till this day (besides the small chili dog stain in the crotch, still dont know how it seeped into my jock strap) read more

The majority of your retail experience relies heavily on customer service. REI has it figured out. Staff have consistently been helpful, answered questions, provided space and most of all been honest. On several occasions that employees directed me to the product that met my needs that was also cheaper. I think back to my ski helmet purchase and the sales employee explained the different venting styles and listened to my needs, which are that I am ALWAYS cold, don't sweat much, and have a strong sense of vanity. I wanted my helmet to match and not make me look too hideous. (Stop judging me, you know you care about how silly they make you look too.) I found the perfect helmet that I love and it was on sale! Besides the helmet, I've purchased socks for my boyfriend's vibrams (which can help cut down on how smelly they get), biking gear for my parents, key chains, odds and ends. I do participate in the membership program, which means you get coupons and receive a certain percentage of your annual purchases back. My only bit of critism about this REI, when I mention would another store have something in stock or about ski passes (which members get discounts on), I get blank stares. It's as though the employees are ambivalent about the existence of other REI locations. read more

I am always impressed when I go this store and how friendly and helpful the staff are without being pushy. Yesterday I went in to buy a pair of light hiking shoes. I have wide feet and Luke in the footwear department asked about my needs. He found a shoe that could work for me. While getting shoes he talked to other people giving us all individual attention. Because the real test of the shoes is actually wearing them, I asked about the return policy thinking it would be so many days and not outdoors. I was happy to learn that their policy is 100% satisfaction and I could return it anytime. At that point, I had no hesitation in getting the shoes, a jacket, and a few other items. read more

I got some awesome things this evening at the super REI store by my work. I definitely give this the stamp of "you get what you pay for" and more actually..I signed up for the life-time members card for 20Pops! read more

This is not a great place for a ski tune. The tuner gave me a price of $110 for a ski tune with some ptex repair. I've been skiing for 30 years and knew this way off. The areas on my ski that she circled as needing repair were hardly damaged. I took my skis to another place in downtown Boston where they did a great job for something like $40. No ptex repair needed. read more

I can't believe how good the customer service is here. I had placed an order online and it was stolen from my porch. They took over the investigation and replaced my order for me so quickly. I'm a customer for life, they really are the best. read more

Love the store, the employees, the membership program. HATE the racks in the dressing rooms. They cannot keep a hanger on them for anything. Infuriating. read more

They will try to get you to pay $20 for an REI membership. Benefits include junkmail, junkmail, and junkmail. If you say 'no thanks' they will keep at it until you feel slightly bad. read more

REI has all the essentials to get out of the city and enjoy yourself. Mountain bikes, tents, backpacks, hiking boots, climbing equipment. Check out rei-outlet.com for last year's models and have it delivered to the store for free. Also I don't like they're REI brand gear very much. I prefer EMS if you'd like to spend a little less for quality stuff. read more

The service here is so awful. I came here wanting to check out some hiking backpacks for my dad. I wanted to get some help on finding the particular model. No one was around so I walked around and finally got to ask to get some help on finding Gregory backpack 55 or 65. She informed me to wait at the backpack section and someone will be there to help me shortly. I waited for 15 minutes, no one came by. I started walking around to see if there is anyone to help me. I encountered the lady who asked me to wait. She was folding clothes as nothing was going on. I asked her that no one came by and wanted to see if I can get some help. She ignored and then when I repeated by question she said she doesn't know anything about backpacks so she cannot help me. She also said REI doesn't carry Gregory 55 or 65. What the hell. She could have informed me that rather than make me wait for nothing. Really frustrating customer service. Won't be coming here to get a help at least in the future. read more

My go to place in Boston for outdoor gear! They have a fantastic selection from camping, biking, skiing, backpacking, the list goes on. Prices are competitive and the staff is as helpful as can be expected from a large store like this, but overall I would recommend this place to people. read more

If customer service were an Olympic Sport, REI would get a 10. The staff is extremely knowledgeable and friendly, and most importantly, they practice what they preach so when you need a good recommendation for hiking boots or cycling equipment, they really know what they're talking about. Even though this is part of a big chain, they still have small store values when it comes to customer service. This particular REI is a very good size and among the better outdoor/sporting goods stores in Boston. I've long been a fan of REI and this one does not disappoint. read more

Great location, helpful staff, well laid out store, great products with massive quantities of everything. I've never had an issue finding anything I need here. read more

Tip: If they don't have something at the store, order it online and they'll deliver it free to the closest store to you. They also often have lots of clearance/sale items too as well as a huge selection that you won't normally see. read more

I love REI. They have so much stuff. They are often having sales or special deals. If you find yourself buying a lot of things there, I would suggest their members co-op program. You will end up saving some of money. I have bought inline skating and biking products there, as well as almost everything I needed for a month-long traveling trip. I have yet to have a problem with any of the products and have enjoyed them all. read more

Woa! What a huge collection of everything I need! Seriously, they have a wide range of all sports equipment. I went in to buy a bottle holder for my bike and a floor pump. The holder alone took me 15 minutes to pick up because of the numerous brands/styles/colors they have. I needed to know some stuff about the pump and the friendly cashier immediately called someone out from the back to help me. The attendant was very informed and helpful. He gave me personal recommendations and then let me decide what I wanted. This is where I'm going to go from now. read more

great selection of bike helmets! I went here to buy some items and I liked the help that I recieved from the staff. They were knowledgable and listened to what I needed. i also went at a time when it was relatively slow. It is pricey on some things, but its Boston, you know. I would have to say I like the REI coop offer because it is worth it if you shop there often. Good luck on the T though, I suggest walking from Kenmore Square. read more

I came here with my folks to shop for my cousin from abroad and I love the store staff, the hospitality and while I never purchase anything more than ...well, I won't embarrass myself for how little I spend for my clothing, this place got a bunch of camp/outdoorsy gear and clothing that'll satisfy any adventurer. read more

They have the friendliest and most helpful staff in Boston. Every time I've been there the sales people have been patient and outgoing. I was looking for a sale item that they'd just sold out of but they called the Framingham store for me and luckily that location had one more left. They definitely went out of their way to make sure I found what I wanted. read more

My boyfriend bought me new ski gear for Christmas here. When he bought the skis, he worked with a new employee and though it was slow going (learning new things and all) he received excellent customer service. Today, we dropped them off at the Ski and Board Servicing Center to get tuned and get my bindings mounted. We had a wonderful experience with Steve who walked us through the process with a smile. My tune up and mount was free because we bought the gear there and my boyfriend is getting tuned for only $30. Also, we were promised a quick turn around so that we could go skiing on our day off this week. Honestly, it was some of the best customer service we have ever received. A very positive experience and I would recommend this REI to anyone!! read more

this is going to be biased since i work for REI but i will try to write the most unbiased review i can. i've been a member of rei now for 8 or 9 years, an employee for the past 2+ years. when you go to rei it's more than just shopping. i'll break it down a few ways. customer service: rei makes sure to hire people with the greatest knowledge in each department. you only work the department you have knowledge in and they go through great lengths to train their employees in many aspects of the store. one thing that stood out when i was being trained i was told to not sell the customer a 800 dollar bike and just that. sell them the bike that best suits them and make sure they have a helmet, safety lights and other items to better their experience. price: personally, i would not shop at rei if i was not an employee, i'm a graduate student and i cannot afford full priced items. those are just the facts, you would only see me scrummaging through the clearance bins and at the sales and garage sales. the garage sales are a definite plus, i've found tons of good stuff at spectacular prices there. bar non the best reason to join the coop. membership: price of membership was raised to 20 dollars for 2008. honestly, it's not that much. you get 10% back (once a year in the form of a check in february) on every full priced item you purchase for the rest of your life. i think the really good thing about the membership is that every penny goes towards charity. they have a huge recycling program and really do give back to the community and promote a healthy community. i'm no tree hugging hippie but i really like the idea of taking care of your community. as for junkmail, i don't know what they are talking about rei gearmail is sent out once a week on friday. that's it, you get 1 e-mail a week updating you on what's new and on sale at rei. selection: rei has pretty much everything you want for most outdoor activities, anything ordered at REI.com can be shipped to the store absolutely free of charge. be aware that everything carried at REI.com is NOT available at the store, we would need the whole landmark center to carry everything online. the boston location DOES NOT have a watersports section, ie kayaks, canoes, life jackets. shop at rei if you're looking for knowledgeable staff who are going to help you find the right item for whatever endevours you have planned as opposed to the best item on the market. read more

Awesome selection and usually helpful folks. The prices are all over the place: check online before you buy as you can sometimes get the same item for far cheaper. But overall I like this place and shop here often. 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