I received a member mailing with a 20% off coupon several days ago. Unfortunately for me, the small print in faded gray, states the offer doesn't start until tomorrow. I was prepared to spend $150.00 before the discount today , but since I did not notice the small print and missed the start day, the discount was refused. They drew me to the store, I was ready to spend money and they turned down my business. I will go back to the internet and by pass the brick and mortar retailer. read more

I decided that I should review this business after my most recent experience this week was so positive and it made me realize that I've never had anything but a positive experience as a customer of this store. I still use my awesome Lowe Alpine backpack that I purchased from REI in 1992 when I graduated high school and spent a winter as a ski bum. That's the thing about buying quality products, they last. I spent a few frugal years buying clothes by the garbage bag full at Old Navy and they wouldn't last a season. I now consider many of those types of retailers as selling disposable clothing. Which brings me to my next point... If you do have a product that is not of your standards you just bring it back, no hassles. I think that's only happened to me once in 20 years so it's a good record for me. But what really made me happy this week was this situation..... My hubby and I bought some new hiking boots and shoes last Friday night, and this week his boots are on sale, $41 cheaper. I called ReI's customer service to ask if I took the receipt in to my Concord store if they would give us a price adjustment. The friendly customer service man said "you don't have to drive anywhere, I can credit your account over the phone.". I almost pee'd my pants in excitement (I'm a stay at home mom, the little joys)! Now that's what I call service! read more

Really great service -review based on experience is shoes and checkout. Needed hiking boots - narrow feet, bad ankle, etc. Associates are kind, patient & knowledgeable. No pressure to buy but enough help to ask any questions & provide guidance. Best service and product guarantee make purchasing a no brainer. read more

Oh man! This only gets 2 stars because the bikes were beautiful, because the customer service was terrible! I must've looked real smart looking around lost in a world of hanging bikes wondering what the prices are or for anyone who worked there to approach me. But nope! No one said hi, or bothered to make a connection. I started to wander to find someone who could help, then I realized that I didn't want to buy a bike from a place that wasn't conscious enough to even know I was there, let alone had questions! That made my decision really easy, thanks! See ya in the funny papers, REI. read more

Good store and they have just about everything u would need. There is a store in walnut creek that might be a little cheap on few things so look around. read more

Just dumb policy. I went in to REI today expecting to buy a $599 Garmin GPS running watch, wanting to try it on pre purchase. I was informed by the employee, "we don't allow you to try it on, you need to buy it first. We have great return policy." The whole reason to go to a brick and mortar store is to try on a product, touch it, see it in real life. Buying online saves me over $100 including taxes, I think that's what I'll do, and they have "really great return policies", too! LOL read more

People were friendly. I came in and returned some stuff no receipt no questions asked. They pulled up my account and reapplied the amount back to my credit card. REI has an amazing return policy for one year, and if there are any factory defects after that they will take it back. Great place! read more

This place runs specials all the time. I like to go here to stack up on Cliff blocks, I have seen them up to 40% off. If you get a REI member card you can get an extra 5% as well. I think it runs about $20 and it is good until the store goes out of business. read more

Got my Novara Buzz V here, can't say more. Got to test ride it too, that's always fun. :].

Walked up to the counter and asked before I brought in my skis to get waxed how long it would take was told less than an hour. Returned with my skis and they told me I had to come back after 5 p.m. This was mid October not even high season yet. read more

Not sure if anything has changed recently, but this REI was extremely disorganized and lacking on customer service. I think the people here tried hard but were not well managed. It took about two hours to get a roof cargo box, where the same situation at REI Berkeley took about a half hour. Just a heads up. read more

Great products here but you can definitely pay for it. They offer FREE and paid classes. Took a bike maintenance class which was good and learned a lot. Sign up for the rewards to get some $$$ back. May not be much but something is better than nothing. read more

To avoid thorns, I purchased new knobby tires from REI to replace my road tires. I also specifically instructed bike shop staff to save my thorn guards from my old tires and place them in my new tires. When I picked up my bike with the new tires, the assured me they had transferred the thorn guards to the new tires. After getting a puncture today, I pulled off my tire only to find that they did not put my thorn guards in the new tires. Very disappointing service. Will go elsewhere next time. read more

Unless you want to buy a canoe or skis this is the absolute most disorganized store I've ever been in. This is a great example of why brick-and-mortar shopping is on its way out. read more

REI is an outdoor enthusiasts emporium. Originally, I would have given them five stars but I have noticed a shift in the past couple of years away from practical, rugged, dependable outdoor gear to more of a retail "sports fashion" orientation. Too bad, because I used to LOVE REI. read more

Never stepped foot in this store before, but after going to best buy and frys in concord i was lost when it came to finding a gps device. (no pun intended) i'm not a hiking, outdoorsy kind of lady, so i felt rather odd as i opened up the wooden doors to REI. and then, there he was. Josh, a godsend. he was so nice and helpful. he explained everything to me in great detail and was very knoledgable. i loved him and wanted to give a proper shout out. =) read more

Not one person asked to help me even though it was slow and not any people inside. Selection of cycling gear was very limited. I drove here specifically so I could try before I buy, but they only had two cycling jackets and no cycling backpacks. I was also considering a new helmet but again selection was low, and by this time I wanted notjhing to do with this place. This is by far the worst REI I have been to. read more

REI is quite a large store. They have everything for all those outdoorsy stuff that I'm really not that into. But we stopped by yesterday because a friend was looking for shoes. I didn't see anything too impressive there, except for the incline thing and the rocks that you can step on when you're testing out boots. That's just cool. read more

Went to REI yesterday with my two sons 11 & 9. Goal was to get me and my 11 year old fitted for hiking packs and to get an idea of the pricing (not ready to buy yet). We met Bryan who spent an incredible amount of time with us making sure my son was properly fitted. Bryan was extremely patient, knowledgeable and helpful. He definitely went above and beyond any expectations I had. Bryan made sure I took pictures of the pack "settings" and even told me when the pack would be on sale since he knew I was future planning. This was a great first experience to REI and will definitely not be our last! read more

Typical REI. I come here to buy lift tickets.

The staff are wonderful and well educated. Two different staff members helped me while I was in the store this weekend and both were very knowledgable and able to answer all of my "lack of experience" questions. Bryant worked with me for over an hour fitting me with a pack. He was so patient and again, very knowledgeable. I went into the store with my mind set on one specific pack, but it just didn't fit right. Bryant was able to find me another one and it fit perfectly. Fabulous customer service. Kudos to Bryant and REI! read more

Charles hooked it up again! He helped fit me for a backpacking backpack and once again didn't let down. Moving forward I may just ask for him directly! Amazingly knowledgeable and patient. Thanks Charles! read more

Friendly staff pro-offer a compendium of outdoor equipment. They carry my Superfeet insole in size 15 at a less than outrageous price.

I have been an REI member since I was 14 (1975) and have always loved REI ever since. I use the bike shop at least once a month. Robert, David, Nick and the whole crew are great. I had a fairly nice crash on my Novara Squadra in March and they got my bike back together looking better then new in less then a week. I broke my carbon fiber fork to give you an idea of how bad the crash was, but I only got a few scrapes and bruises. Since I have an REI brand bike they will always do free adjustments. Memberships are cheap and lifetime. Their return policy is second to none. Keep up the great work REI. read more

Probably my favorite outdoor store. They have a huge selection. And also knowledgeable and nice staff. That's what keeps me coming back here. read more

Great customer service! Member benefits are aeswome!!

A few weeks ago my husband purchased some snowboard boots, after the second time taking these new puppies to the slopes, the stitches on the side of one boot started coming off. We took the boots in to the store and Dan was the first one to help us out. After a short conversation, he said, this should not have happened. Then he presented us two options we could either get our money refunded or exchange them for another pair of boots. My husband, needing the boots, said he wanted to exchange them, Dan then said, okay I'll send somebody to help you out while you skim through. From that on, Ali was the one helping us making sure we get the right boots, but "Oh - oh!" This REI location does not have the boots he needs on stock! Ali offered us to get them shipped to our home, keep the boots that we are going to return, and then return them when we get the new ones. Us not being the easiest average customer, my husband said, we also had 10% off on these original boots, which Ali was more than happy to honor, no questions asked. We thought it would only be fair, to share our smooth experience on Yelp. I am sure the staff is more than happy to help you out if you have questions! read more

I have always come for the shoes, it has a nice shoe selection. I have always had great luck with the shoe clearance finding the perfect pair. Located in a nice shopping area with friendly helpful staff. read more

Eh. Wasn't impressed at all. Went in looking for some snow gear for the family after looking at their website. Looks like their website is stocked way higher than their stores. Their selection was just poor. Pricing, not worth it. Store seemed to only stock the higher end more expensive items as well. Very unorganized. Looked like a garage sale. Not something I expected to see and then see high prices. No wonder I've never been to this store the entire time I've lived here, 8 years. Rather go to Dicks instead. read more

Just stopped by to pick up a couple of ponchos. The associates were very friendly and helpful. Parking was easy. Quick shopping trip and they had exactly what we needed. Definitely my favorite place for outdoor gear. Always good quality. read more

Quality outdoor products at REI. Great return policy and satisfaction guarantee. Staff is friendly and knowledgeable too.

The best staff, the best used equipment sales ever! My 2 & 4 year old love the rock climbing wall!!!

pros - great service, nice people and amazing return policy. cons - ridiculously high prices, elitism of the chain, no price matching for identical products at a nearby competitor, a company culture that says our shit don't stink & our products are the bee's knees & you shold love us because of that fact and that's why our prices are super high and it makes us gooder / better. Selection isn't stupendous in all categories, but they have a stupendous slection of categories to chose from. They got something that will fit almost every outdoorsy need. But they have zero help for things MOTORSPORT RELATED. I wanted a trail book for a motorcross and 4x4 trip in the sierras and some libby hippy game me a dirty look like I just peed on the carcass of the last exotic owl in the world that I had just ran over while doing a wheelie across a pristine mountain stream. Anyway, the store is always neat and super clean, if a bit crowded. the used gear sales are great and the only place to get standard values. read more

Wow. There was a huge messy pile of online orders taking up the entire front section of the store, and another huge pile by the checkout line. There was no employee or employees organizing this mess. My cashier had to dig through the boxes to find my two online items. This took 15 minutes and no cashier took her as the line grew longer. I offered to help, but she told me I couldn't since there was customer info on the boxes. This was interesting as all the customers in line could see the boxes with names and phone number info on them. It was such a mess that it looked like anyone could have easily grabbed a box and no one would notice. Is there anyone managing this store to try and organize the wreck that it is? The line was never ending and there were only two cashiers. This store hasn't just gone downhill, it's hit rock bottom. Don't ever bother returning anything here. They'll give you the third degree even if everything you return is new with tags and unused. REI Concord needs to pass on hiring people who can't deal with returns! Part of working retail is working with returns! I follow the REI return policy rules. I have the receipt to make it easier on the cashier. So what's with the stinking​ attitude? I'd rather drive to the Berkeley store for returns. They're professionals over there and don't give any attitude even if I return something used! The Berkeley store is professional at everything. The salespeople actually offer help and know their merchandise! I've never seen their store messy because their store is a well-oiled​ machine. The Concord store is a dump. REI should look into revamping this store. Send in emergency upper management to help. It's dragging the REI name down. read more

I came here to return a gift I got for christmas. I wanted to exchange for a pair of snowboarding boots, but they did not have the pair I wanted in my size. Instead I got a gift card for the purchase price of the original item. The people in the snowboarding dept. were initially helpful, but then they dissapeared to help other customers without returning. On the whole eveyone who works there is nice and helpful, but this place is not my cup of tea. read more

I am reviewing the ski and snowboard shop! I received excellent service there last week.. I went in to get my board waxed immediately since I was leaving the next morning. I brought it in at 7:30 PM too, and they were still willing to do it with a smile. Also, when I got to REI, I found that my bindings had cracked becuase of they way i stored it. Instead of pressuring me to buy new binds, the helpful staff fixed it free of charge. (Granted, it just needed superglue and duct tape). Quality, knowlegable and speedy service. read more

Walked in today to see if i can get an adjustment or a part for my bike. Very knowledgeable customet service reps. All knew what they were talking about and was very helpful. I'd give it 5 stars except a sales rep was trying to give me a sales pitch about getting a bunch of bicycle equipment that I did not need yet. I mean I get it that sales is a big part of their job but with them knowing im a fairly new mountain biker, they should have backed off a little bit. But still one sales rep was pretty honest and told me to break in my bike and get used to riding first. Learn and develop techniques and then decide what I want later. ( thumbs up to that sales rep. Wish I had gotten his name, but will post another when I do for recommendations ). Overall a very cool and knowledgeable experience. Would still recommend going here!!!. read more

Happened to be in the neighborhood so thought I'd drop in to take a look. I found stuff in there that I haven't seen at other sporting good stores. I ended up buying a bunch of stuff. The staff is very helpful. The checkout took a little long but no big deal. read more

I went on 12/26/10 to exchange a Northface jacket my hubby bought me for Christmas. I needed a large...he bought me a medium. While I appreciated the compliment, I sure did need a large. Went in and there was a HUGE line. I went and picked up the exact jacket in a size large, walked to the front of the store and there was NO line. The exchanged my jacket quickly and professionally with a smile. I am not an outdoorsy person, per se, but I really like REI. read more

We purchased a new bike for our son last November. He hadn't rode it but a few times, when it needed service. We brought it in a couple of weeks ago and realized we hadn't taken advantage of the 6 month tune up that RE I offers with a brand new bike. Though it had been 8 months since we purchased the bike, RE I looked it over a no charge anyway. All we had to pay for was a new tire. My son noticed that the brake wire was loose, so we brought it back to the store today and they repaired the bike at no charge while we waited. The bike manager, Robert is the best! The only reason for the 4 rating is because the bike should not have needed repair so soon, if it was thoroughly gone over in the first place. But, RE I took care of the situation anyway. It was worth buying the bike at RE I due to their great service policy etc. read more