Extremely upset with "cycling" staff and their poor customer service. I asked about an item, cycling helmet specifically, and the young lady with exposed tattoos across her lower neck/upper chest responded so rudely, I almost want to ask for my membership fee back. "What are you looking for?" I asked why the website would offer curbside pick up and she was talking to me as if I was a child.. and still couldn't provide a satisfactory answer. 10/16/20 at 5:30pm was date and time of incident. Then I get to the register to pay for my things. "Yan" who is at the register directly in front of the line, says nothing. He's just staring at me. Pretty creepy. I had to ask if he's ready! His computer breaks down mid purchase and we have to move to another register. Upon completing my purchase, he tosses the receipt on the counter and says "there ya go!" What? Well thank you for providing such superior customer service. Safe to say I'll never return to this REI again. I always have a pleasant experience visiting the Santa Anita location. I visit REI at least once a week. Stay away from Burbank REI. read more

This store has everything you need to enjoy the outdoors, with a knowledgable and friendly staff. Plus REI has generous return policies which ensure you will be happy with what you have. I have been a loyal REI member for many years, and this Burbank location is one of the nicest stores I have seen yet. read more

Went looking for snow boots with no knowledge of what to look for. We were greeted and assisted by Glenn. He help us with all of our questions and help pick out according to our concerns. He was very nice and made us feel comfortable. Thanks Glenn! read more

Sold me wrong size snowboard boots and mislead me on sizing. They should not have let me walk out with boots too big especially because they sized me. Offered me 10% discount. nice people, bad service. read more

I didn't particularly enjoy my REI shopping experience today. In order to look at shoes, I had to wait in two different lines. I prefer to help myself and not work with a sales associate right away until I have a clearer idea of what I want. I was looking for more of a "barefoot" shoe. I spent more time in the line waiting to go into the store than I did shopping or looking at shoes. Had I stayed in the 2nd line and found shoes, then I would have had to stay in a 3rd line to check out. Multiple large stores in the same shopping center as REI make shopping just as safe and easier to do than REI at this time. read more

They're really nice when you make a purchase, but not when you make a return. I made a $137 return and they didn't even give me a receipt. I insisted on getting one and they said their is no way for them to issue me a receipt, which is completely insane. They looked at me like I was crazy at the mere suggestion of a receipt too. Like who doesn't get proof of a return??? I will never shop here again. read more

Large location. I went on a very busy weekend and all the staff members were very helpful and patient, even with the volume. My only complaint is the busy parking lot. There are several stores in this shopping center attracting large crowds and there is currently construction being done in the parking lot and the street alongside the shopping center. Lots of places to sit and lounge both outside and in the store for those waiting. Do your self a favor and avoid the peak days/hours. read more

Covid Days: Line to get in: Not well managed - unclear two lines - the shoe buying/trying line vs walk-around-store line. Saw some line-waiters get burned by this, and some cutters - boooo cutters! Shoe dept: Thought they'd rush me due to lines, end of day - not at all!- my person was informative, patient, gave good suggestions, so I tried on a shoe I causally asked about - ended up buying two pairs not one. Asked another one randomly about shoes he was wearing, and got some great info contributing to me buying the 2nd par - didn't talk down to me or give me a brush off cause I wasn't his customer, am older, probably look out of shape, and I'm not up on the latest shoe shape theories. Thank you James and Adrianna! Register Experience: Meh. I thought the 20% regular-priced non-outlet REI coupon occurred during these store sales, register employee was like - no, never heard of such a coupon, and I've worked here for ## years... she didn't offer to email me my receipt Long day I guess. read more

I work at a nearby Studio and needed gear for mountaineering. I went to this store and found the selection and staff are outstanding. The staff always are patient about my questions on climbing gear and help me with the best gear (mountaineering requires the best gear possible for safety alone). I was looking for ice climbing gear with my goal of doing some crevasse rescue training this winter. Stephanie helped me out and patiently endured my endless 'what if' questions and pointed me to the right gear. i 100% recommend this store!! read more

Al was amazing.y husband and I went to pickup bouldering shoes for our first time and he spent a lot of time with us, really caring to make sure we got the perfect shoe. Beyond that, he was so polite, kind, helpful, and just a wonderful person and employee. Thank you, Al! read more

Beautiful store. Very friendly and helpful employees . I guess that's because of what the company stands for and how they treat their employees. Anyways not one complaint . Great atmosphere , great selection. My husband loves coming here. We always find something . read more

REI is REI. The products are REI. The low rating is for their online ordering. Expect 50% of what you order to go to a different address. They outsource the service so cannot fix the problem. They were good about resending but talk about a pain in the A$$! read more

I love this store and I love the employees! Shoutout to Steve for greeting us and Valerie for being extremely helpful :) REI has always been a great place for outdoor essentials-- make sure to visit the largest store in Southern California! read more

The best REI I have been to yet! It is brand new, the staff is super friendly, their selection is much greater than other locations. Definitely recommend! read more

Ugh. I'm a long time member of REI and shop online and at the Arcadia store, but the Burbank location is the worst. Staffed by hipsters who don't know anything about the gear (a couple of women are the exception). Also, the clothing section is not organized and the staff doesn't even know where to find anything, and a couple of them weren't willing to help you look for what you want. Even though this store is bigger, I'll go back to Arcadia. read more

I've been to this location a few times and have really good experiences each time. The staff has been extremely helpful and informative. Had to return something and Kelvin went above and beyond - informed me of upcoming events and made suggestions based on the item I was returning. read more

I can't even believe what I just experienced. I walked into the Burbank store with my dog who is my registered emotion support animal and the woman greeting people looked at my dog as if he were a wild animal and asked if he was a service dog. I told her he was registered as a esa and went into the store to shop. She went and checked with her supervisor to see if my 5 pound dog was allowed in as an Esa and she then came back to tell us "im new and I had to check with my supervisor but as a disclosure" then went on to tell me they only allow "service animals" for the future and that the store and we would be cited if the health board came in. I see dogs in there all the time. I immediately left without spending any money we had planned to spend here. I'm disgusted with how we were just treated. read more

WARNING!!! WARNING !!!WARNING!!! I just caught REI sharing my personel information on the internet! I have been receiving a lot of advertisements on my personal email and other accounts through Google ,so every morning I delete all cookies and ad preferences from my account. Today after doing so, I went and purchased a pair of bicycle tires from REI burbank. As soon as I got home I noticed a big increase in the number of advertisements on my personal email account. I rechecked my ad preferences and discovered 7 new categories,all related to bicycle accessories! I have been a "member "of REI for a while and have seen no advantages, but now I realize why they always ask me for my membership information.... read more

All of the individuals of the bike shop are extremely helpful, patient and knowledgeable. I've really never dealt with a nicer group of bike mechanics and guides who had in depth knowledge of the subtly of the product differences.I'm a very particular purchaser of bikes. I don't buy often, but when I do I spend a lot of time riding bikes and checking out components. They spend as much time with me as I needed - which was a lot! And I ended up with a bike I'm thrilled with. Thank you all!!! read more

Action sports department was on point during a busy Saturday night! Julian fixed a flat on my bike plus advice AND a few expert mechanical adjustments, just to take care of the bike like he would his own. He was enthusiastic and took pride in his work! Much appreciated! read more

Its great to have an REI nearby, however they lack of mountaineering gear and boots selection, considering they are the closest store to Griffith park a major hiking hub, and only an hour away from major mountains, where most hikers choose the mountains on weekends to climb the store should carry more gear. I agree with the other reviewers about youngness and inexperienced of some of the front counter staff. Some of them freakout sometime if they have to handle something more than just a simple purchase or a return. This location opened up a several years ago, but the general knowledge of the staff here is on average is below than average REI compared to other locations. I choose this location mostly for trying out and returning items even its only 5min away from my house, but I rather to drive to Arcadia or Cucamonga locations for my major hiking gear purchases. Overall its a good store with friendly staff if you need something quick but it has a lot of room to improve, maybe considering hiring "more diverse" staff to fit the culture of the Burbank and Glendale location, i think that would resolve most of the customer service issues read more

Ok everyone reading up on the reviews of the Burbank REI. I visited this store three times within a week and I am compelled to do a PSA. I advise everyone to fact check whatever the sales associate tells you before making any purchase or practicing. Just because they are wearing a green vest does not make them a expert. Google it or seek someone with more experience for a second opinion. The garbage I got can really get you hurt. I understand it could just be that one employee. Like I said above I visited the store three times within a week and interacted with three different employees so my concern is more compelling. I am not listing specific examples because I am trying to convey for everyone to just double check any information received from any employee. Some of their employees seriously need more training on the products they sell and should take some of the outdoor classes they offer. read more

The store itself is fine, the manager with the goatee beard giving a staff meeting on Saturday morning needs to be (re?) trained in customer facing skills and basic store management, or confined to the back office. We arrived at 9.40am and walked to the garage sale where a staff member tried to explain (he had either a strong accent or severe speech impediment so it was very hard to get the gist of what he was saying), that my wife couldn't enter the garage sale with her small purse for security reasons... Er, there are not any items in the garage sale small enough that would physically fit into her purse to be stolen, but ok. My wife says she will go wait in the store instead, the staff member says ok and points to the front entrance where she entered the unlocked front door. There were no signs posted detailing the stores open hours, so I too entered the store a minute after her. The manager shouted at me across the store, "we are not open yet." huh? Very confusing when a staff member just pointed us to where we could enter the store, and there was a line of twenty customers paying for their goods at the registers inside, and no posted open hours either. I obeyed the barked command and as I did, I hear the manager smugly tell his staff "he jumped the barrier." I let him know that I did not jump the barrier, I stepped over it wondering why on earth they were making it so dangerous to enter their store. So all of this incompetence is an easy fix, but it won't bring us back to the store, too many other better quality choices available. *Quite why an outdoor sports store opens so late (10am) on a Saturday morning is a bizarre business choice that must make sense to a bean counter at REI somewhere, pretty weird considering how much sales they could make 8-10am for people heading off on camping trips. read more

I went here the other day girl at the door ask us to wear mask make sure it covers your nose ok I will play the mask game with you even though there's no scientific premise to support it and the studies that have been done have shown there's no benefit for it and it can be more detrimental to those who are healthy , masks are for sick people and for sterile situations not for healthy people so that being said a friend of mine goes there yesterday the girl at the door now says to my friend are you double masked he says no she says you have to were a second Mask he puts it on then takes it the second one off when he gets in the store then other employees approach him like the sky is falling to put the second mask back on so then he puts the second mask back on he's there to buy sunglasses he could hardly get anybody to take some sunglasses out of a case so he could see them then they made it so difficult to even look at the sunglasses from gloves you have to put on and all the other little hoops you have to jump through he just gave up and said I'm out of here and went to Val Surf and bought some Sun Glasses were there no Mask nazis and was able to shop for some sunglasses without a big production so with all this being said I'm done with you REI I'm done with big corporate retail I am going to support as many small businesses as I can that don't mandate all the stupidity. read more

Let me start by saying this Bday cost 330.00 I was extremely excited to have received the Fit Ionic wrist band. and unfortunately it crashed 2 days after and wouldn't sync to my cell after following all the trouble shooting instructions . I was told that when she purchased it they had no idea of the product or could answer any questions about any of the fit watches. She asked if there was someone who could help and they said nobody knows any of the products in the store and walked away Yikes that's tuffy. So I told her I'd go and ask for another watch incase it was defective or could they help me find another. Huge dissatisfaction they called for service in watches and Dun Dun Dun not 1 person showed 20mim !! It's basic 101 this was a descent merchandise, sale could you help a customer with honest truth we don't know the product try another Sport lol. I was frustrated and wanted a refund. I spoke to the store manager Pedro I believe. I explained what happened on the 1st purchase and back with . He was giggling and said Yeah we've been open for 60 days and working on it ahaa haa. Waaat a sorry excuse stop making excuses! I asked if he could help and excuse #2 I don't know about watches. Wow smelling Bullshiiit up close Stinks uhmm he said just going to give you a refund your the 2nd person today. OH my banks low so I'm giving you refund of all 10 dollars as he laughed. Wait Pedro I missed the JOKE or the punch line. I was hoping to walk out with the same watch or Purhaps a better recommended maybe but that was a huge Ain't buying squat here. I'm in sales Lets all laugh Pedro ahh and if a customer is not satisfied or having issues or needs any information on a product or want a refund. I ask what are they what their looking, how can I help you. I give knowledgeable recommendations and advise so people coming back for more products. This location needs to Train Train &Train HINT manager should as well, It takes a team to run a store. read more

I came on a Monday evening which first of makes shopping all that more pleasurable as the store was practically empty. DO NOT COME ON THE WEEKEND, you will suffer greatly. I spent 4 hours in the store buying gear for an upcoming 10 week canoe trip and dealt with a variety of staff in different departments from the camping area where I had to purchase a Garmin SAT nav device, to the young man in the water sports department who helped me for over an hour to find the perfect PFD, to Kelly in outdoors wear who helped me find the perfect rain gear and then gave me a friends and family coupon as I was buying so much gear. Every time I shop at this REI location I've always dealt with terrific staff who are genuinely interested in what adventure I'm off on and ask me to return with a full report of the trip. Great staff makes shopping, an activity I hate that much more enjoyable. REI's return policy is pretty great too and being a coop member it's great to get dividends on the purchases you make, highly recommend joining. read more

Dealt with Kelvin in the boot shoe/boot department. Guy meant well but no people skills what so ever, insisted on what I should get rather than listen to what I need and help me find it. No one needs the pushy personality when trying to make a serious purchase for practical applications. Besides this one staff member being extra the store is well kept, big selection, and clean. Would come here again, just avoid the boot department next time... read more

GO HERE if you need a new backpack (or anything really)!!! Nate was so incredibly knowledgeable, friendly, and helpful. He spent about an hour helping me find the right pack and did not pressure me to purchase anything at all. Thank you so much! read more

Julien at REI Burbank was a saint. I had talked with him a day prior about my snowboard boots feeling a little loose and he suggested that, when I had the time, to come back and see him and he would take care of me. I came in this afternoon with my boots and board in hand and was seen right away. Despite the crazy holiday schedule and lines, I felt well attended too. Julien even educated me on proper maintenance and storage techniques for my gear. Since I became a member recently, he offered to readjust my boots for free; the cost is usually a dollar per minute (~$20). Not only did he do that, he also gave me some options for waxing my board (REI members get a certain type of wax for FREE, there's also another type of wax that costs ~$18 and lasts longer than the free version). I would highly recommend signing up to become a member, it's $20 but you get a $20 bonus gift card almost immediately after signing up which you can use at any REI location. I used mine to pay for a stomp pad, which he kindly placed on for me, and some new ski socks. It was a great trip all thanks to Julien! read more

This is a fantastic store and after reading some reviews by people who have "emotional support animals" who were not allowed in the store, I felt I had to add to the discussion. I have a service animal who is trained to provide me with a specific service related to a documented disability. The laws in CA state businesses must accept service animals but they have discretion to turn away pets AND emotional support animals. No real training is required for ESA's and, as such, they act like it and give service animals who require extensive training and good manners, a bad name. I'm happy REI practices discretion. As for the store and the employees, I've been there several times for purchases, a couple returns and just browsing. I've had a wonderful experience each time. One day when I was looking for a hiking pack but didn't have plans to purchase that day I had two employees help me find two packs with zero pressure to buy. The only drawback is the prices can be steep but you get what you pay for - sure Amazon might be cheaper sometimes but I feel better about supporting an ethical co-op who has to pay for rent, utilities, and employees wages. read more

I asked salesperson Cindy to help me pick out a sleeping bag for my first backpacking trip. Not only was she super helpful in finding me a great quality sleeping bag at a great price, but also suggested better trekking poles than the ones I had in my hand, at the same price on sale! Awesome lady who knows her stuff and made me feel super pumped for my trip! Will definitely be back and asking for Cindy. read more

Love REI. I would drive from north Hollywood to Arcadia just cuz to go to REI. Totally support the company however this location is just par for me. The associates are helpful on the floor and I like that there's a lot of space to roam around. However the associates behind the check out counter have demonstrated a bad attitude multiple times either to me or other patrons. They've visibly rolled their eyes at customers trying to return things or blatantly gave customers a difficult time. I know the location is new and I'm hoping they're completely new to REI and their store policy. Hoping this changes soon. It just leaves a sour taste and Ill end up waiting for an opportunity to drive east. read more

Love REI. This store lives up to its name and reputation. Very well laid out, helpful staff and customer service. Prices comparable to other REI stores. read more

Placed an order online because the Arcadia store didn't have what I needed in stock. Love this location as it is much bigger with a greater selection of items, and the employees are so much nicer! Shopping at this location from now on! read more

I will be relocating to Illinois and wanted to start stocking up on a new winter wardrobe. I had no idea where to begin, but the employees at REI were beyond patient and helpful!! Omar and Isabela were very helpful while I was selecting jackets to purchase. They answered all of my questions and were so informative! John helped me select some great shoes, and spent so much time searching the back for snow shoes that were in my size (very few were left in stock due to the time of year, but he brought me every pair they had!) and I was able to buy two pairs with his help! The team at REI made a stressful situation for me (I HATE shopping) much easier. Thank you so much!! read more

I went into the Burbank store today to specifically get my 9th pair off Merrill Moab walking shoes. After being directed to the shoe area, I observed one sales lady having an exhausting 7 minute non shoe related conversation with an obvious friend. After standing there being ignored, she finally asked if she could help me. I said, "thanks for your time. I'd like a pair of 13 Merrill Moab's just like the kind I was wearing, to go". She said she would go immediately and check. She then proceeded to move too another customer and discuss shoes for 13 minutes. After she obviously observed my displeasure, she came over again and said "was that a size 13?" I then said "Please!!!" Disappearing for another 4 minutes, she came out with my shoes. That's 37 minutes of being treated very rudely and ignored. Waiting another 4 minutes for checkout didn't help either. Where is Sports Chalet when you need them. I would have time ahead going to Dick's in Glendale. Store and sales staff really are an inconvenience..especially the self important shoe sales girl..... read more

Have literally spent thousands and thousands of dollars at this store, never returned anything. Tried to return a pair of expensive "waterproof" boots they talked me into buying that completely failed me while hiking in some snow up in Oregon in late October. My feet were soaked at the end of the second day and to avoid frostbite, I put them by the fire so I could dry them out to hike 20 miles off the mountain the next day. The tops of one of the shoes got singed by the fire and for that reason they declined the return, citing they don't cover "wear and tear." Their advice was that I shouldn't have tried to dry out the boots. Okay. So to recap -- got talked into "waterproof" boots by REI employee that weren't waterproof and when I tried to return them for not being waterproof got punished for trying to combat their lack of waterproofing while out in 25-degree weather. Sad to say bye to this store, but will now be going all the way over to Adventure 16 (to at least support a local business) or else ordering from Amazon (cuz while they're a monstrous corporation, at least they still put the customer first). read more