I've been an REI member since the '70's. I think their prices are a little high but that evens out with the yearly refund. I try to get items on sale when possible. Their return policy can't be beat. I bought a shirt in May and wore it only once because it was uncomfortable. I finally got around to returning it in December and they had no problem refunding my purchase price. I usually have no trouble finding help when I need it. If anything it seems store personnel are overly attentive. When I took my Dahon folding bike there for a recall it came back to me not only repaired but much cleaner than when I dropped it off. read more

I just took a boatload of items to return to the store that the wife ordered online - never an easy or enjoyable task. Suprizingly the clerk who helped me was efficient and took care of everything in no time at all. He even mentioned their future sales and the benefits of membership. I will go back and check out their stock, but in the meantime I wanted to voice my appreciation. read more

I'm not a heavy REI user, but I've bought quite a few things at the Concord location over the last few years - a large heavy-duty backpack, a sleeping bag, lights for my bike, a headlamp. Just about everything has been of good quality. Staff have always been patient in answering my questions. A bike light I bought there three months ago stopped working. I put off returning it and finally got around to it today. I asked to exchange it for a new one and was given full store credit without any trouble. read more

I went in here the other day because I am trying to get back into the outdoors, camping etc, and I chose to buy a backpack for an upcoming backpacking trip that I am planning to take this summer. The sales associate was super friendly and they took the time, almost a good hour to help get me fitted for the proper back pack while answering all of my questions, some of which I felt were really obvious once I got the answers. He took the time to find a backpack within my price range, with all the features I wanted and made sure that it was super comfortable. He then offered to help me find anything else I needed help with as he had much more experience than I did. Really helped me out and made me feel like the customer service was top of the line. Anytime I need anything outdoors related I'm sure I'll be going back. read more

I love everything about REI. Prices are good for high-quality gear. I've been a member since the Grand Opening of the Berkeley store in the 70's and have been shopping at REI since. The Concord Store is a good blend of large store and small store stock (some REI stores are larger than others). My only gripe would be they used to cater to the do-it-yourselfer and people "on a budget" more in the old days, but I can understand that they must be competitive. Staff is knowledgeable and most have experience in the outdoors. read more

REI is awesome. Period. You can pretty much get anything you need here for whatever outdoor activity you fancy. The staff are friendly and knowledgeable. They have these crazy sales for used gear/stuff a few times throughout the year where you can buy stuff super cheap. These are items that customers have returned and the tag on the reason for return will be something like "color not right" or something minor and you end up getting a huge discount. The return policy is amazing too. The selection and quality of the items are great. read more

Went in to get some feedback on Garmin watches. Carlos was outstanding. Incredibly informative able to talk through different models. Helped point me in the right direction of exactly what in looking for. Hopefully Santa will surprise me with one on Christmas. read more

Had a great experience at this REI - the staff was knowledgeable, patient and kind. I was looking for binoculars and considering two pairs - one $100 more than the other. The sales person explained the different features and listened to my needs. She ended up suggesting the less expensive option. (I chose REI because the Amazon options were confusing, much more expensive and of course, no individual advise.) read more

I'm planning a trip to Patagonia and I have been looking for different equipment during the last couple weeks. Today, while looking for a rain cover for my backpack, MIKE offered me help. I explained him what I was looking, and he took the time to go over different possibilities with different prices and options. Also, he explained to me the different aspects I should consider before buy the equipment. His knowledge and suggestions saved me more than a couple dollars, and he gave me excellent customer service, instead of trying to just sell stuff to me. I'm a fan for sure and I'll come back to REI for the rest of my equipment. read more

Think twice. Great selection and all smiles, until the merchandise proves defective. I bought Salomon walking shoes. For no apparent reason the fabric split across the top after about 300 miles. The shoe department was astonished, as there was no apparent wear elsewhere, and quickly produced a replacement. But for the return and exchange you are sent to the cashier. The first response was no return, no matter what, after a year. Called the manager, Stacy, who proclaimed the split in the fabric to be "normal wear and tear." Really? On the top of the shoe? You've got to be kidding. So again, think twice before risking a purchase from REI. read more

They helped me a lot! One guy (he looks like young mexican) is a very good employee - he was helping me in choice of backback, and since I have backache it was very hard to me to make a right choice. Anyway he spent a lot of his time to help me without even "a straw in the wind", he was smily and patient. After that purchase I returned there to take some more (headwear, thermo-shirt, some bike accessories, etc.) prices there are average, but quality is seems good. read more

REI is a great store for hiking and camping supplies. I went in there recently to scope out backpacks, and the selection was amazing. I recommend them for anyone needing quality supplies and a friendly staff. The purchase share program isn't too bad either! read more

Decent service although last time I went I had to wait about 30 minutes to be help. The person who helped me seemed to know what he was talking about. They have a large selection and the lines at the cash register are never too long. Pretty good place to buy sporting goods and you can build up your dividend and get 10% back on at the end of the year which is always nice. read more

I have been to many REI's in my day and I have been a member for years, however, this location is terrible. It use to be much better, I don't know what has happened. Poor customer service and good luck finding someone to help you. I went in wanting to buy a $700+ bike. I waited at least 10 min. to have someone help me. The customer service rep. was unprofessional and condescending. I left and went to Any Mountain in Dublin to purchase a bike. What a difference in customer service. read more

This is relative to bike repair and service...These guys are always responsive and does complete work...I've used their services on several occasions and have always been completely satisfied. So if you want dependable and efficient bike servicing, I highly recommend these guys...Also, they speak English...I love the fact that they avoid the bike jargon which at least to me is sort of confusing...Cheers for the good work. read more

I hate this store. I do not hate REI, which is generally good, but not what they were like 15 years ago when I first started shopping there as a teen. This store just has terrible customer service, and I've been to it about a dozen times. Occasionally I have spoken with a pleasant, knowledgeable, and competent person here, but have generally found the employees to either not know what they are talking about or just be incredibly rude. Last time I went in to buy a handful of accessories, the check-out person spent the entire time I was at the register explaining directions to her co-worker. She stopped scanning my items to gesture elaborate directions to her co-worker while I stood there and waited. Perhaps I should have said something snarky to her but was just so surprised that she thought it was acceptable to talk to her co-worker about something not work related while "helping" a customer AND making me wait for her to do it. They may be short of employees here as the upstairs staff is hard to find and seem flustered. I suggest going to the Berkeley REI or saving yourself some grief and ordering online. read more

Great location and costumer service. PLEASE tell one of your male employees to please stop whistling persistently. Highly annoying.

I found the perfect bike here and when I came to pick up the bike, I have to say the service was sub par. First of all the bike tech who handed the bike over to me didn't even offer to custom fit the bike for me. Instead he just wheels it over to me and says here you go and walks off. After paying a premium price for this bike, I expected a lot more... read more

Stopped in to pick up my online order. Ended up doing some additional shopping and I was legitimately impressed and delighted by the friendly, enthusiastic, and knowledgeable staff. They were extremely helpful in helping me find the the right gear and even helped me find the best sales! Really appreciate the great customer service from Darlene and the short hair blonde at the register. Thanks for making my day! read more

The bike shop is excellent and super helpful. They know their bikes and were very great to work with. I will come back to this store even though it isn't the closest REI to me. read more

Terrible return policy on gift cards. I purchased a gift card for an employee moving to a mountainous area. Come to find out she didn't like the outdoor thing. Tried to return the gift card a week later and REI flatly refused to give money back. REALLY??? My receipt says they stand behind every purchase with 100% return policy within a year. Not what I expected from a company that supposedly had a good name read more

The 4 stars is mostly for REI as a company in general, but this store isn't bad, either. Of the 3 bay area REI stores I have been to, though (Corte Madera, Berkeley, and this one), I would say this one is on the bottom of the list. They have selection, but not as much as Berkeley. The website isn't always in line with actual stock inventory. At times it is difficult to find a green vest walking around. When they do come, though, they are amazingly helpful with my needs. Get the membership, the items are the best quality, and they back everything. read more

Ordered a crash pad online on 3/24 with ship to store. Shipment email estimated arrival of item to store on Tues 4/4. Come 4/4 no email that item was ready for pickup so I gave it a couple days. Here is the sequence that then followed: 1) called to REI Concord on Sunday 4/9 asking about status of shipment/if they had received it. I was told it was not there and they could not give an ETA; suggested to call 800-number. 2) called 800-number (still 4/9) and was told the order had a "weird ETA" and it would be looked into...further told no tracking details available and item would likely be at the store on Tues 4/18 with their next shipment. Okay no big deal. 3) I was then called back by REI Concord 4 hours later saying that they had actually found the item and it was right in front of them. I could pick it up at my convenience. Still no big deal. I asked what was the latest I could come pick it up and was told "it wouldn't be cleared from inventory anytime soon." Still no issues with me. 4) I finally receive the Items Ready For Pickup email on Thurs 4/13, stating that I had until 4/26 to pick it up. Here's where it starts to get good. 5) Received yet ANOTHER call from REI Concord same day Thurs 4/13 and was told they had actually found the item but the order was accidentally cancelled because they thought it was lost in transit. I could still pick up the item, I would just need to pay in store when I picked it up since the payment had been cancelled. I had used the member's 20% off along with my dividend for the year so the crash pad was significantly lower priced. I was told I would pay the same price in store that I originally paid online. Still no issues with me. As long as I'm not paying twice, no big deal. 6) Went to the store on Sun 4/16 to pick up the item. Was told at ring up that I would need to pay for it since the item was cancelled but "I still wanted it." Excuse me, where along this timeline did I convey that I wanted to cancel the order but then changed my mind and still wanted it? I never told any REI representative that online or over the phone. This whole situation started because they thought they lost the item. The funny thing is it wasn't even packaged in a box. IT WAS WRAPPED IN CLEAR PLASTIC. Must be really easy to overlook that crash pad that's wrapped in see-through material...I'm still keeping my cool because no big deal if I get the crash pad for the same price just a couple weeks later. BUT THEN. I was told I could only use the 20% off coupon and not my dividend because orders that were placed online using the dividend and then cancelled resulted in REI cutting a direct check to the member for the dividend amount. Still not really a big deal because if I actually do get a check in the mail for the dividend amount it'll work out to be the same thing as using it on the crash pad. Paid for the pad with 20% off full price and went on my way home. 7) Get home and take off the plastic to take a look at the new pad only to find there is a 2inch long cut in the fabric. Perfectly lined up with a long cut in the plastic right over the same spot. I know it isn't my doing because I opened the plastic on the complete opposite side with a neat cut along the length of the plastic covering. REALLY. All of this work I went through and I'm going to be making another trip back to the store to return it because of a lack of QC. Who really wants a brand new crash pad with a gash in it? I might as well have gotten it at one of the garage sales. Choosing ship to store was the obvious choice to save on the $75 oversize shipping fee but had I known it would be shipped so poorly I would've skipped it all together to avoid this mess. In the past I have been very pleased with REI's customer service, especially their generous return policy but this experience has left me shaking my head. I will be returning the crash pad for a full refund and when I do pick one up it will be from somewhere I can physically see the item and inspect it and then take home with me the very same day. read more

I do not visit this store that often but when I do I am reminded each time how great their service is and how helpful they are. Today was no exception. The sales associate was great, the cashier was great and their product selection was fantastic. read more

I walked in here to ask a question about a kayak. Every single employee I walked by asked me if I needed help. Even employees who looked busy working on projects or helping other customers stopped to ask me if I need help. Some people might find this annoying, but I sincerely appreciate it. In a time where good customer service is a rare find, the awesome employees at the store provide amazing customer service. read more

Quality outdoor, camping, and hiking products with a ton a merchandise in stock. The concord location feels cramped with a low, annoyingly creaky ceiling on the 1st floor. Some of the gear can be found for cheaper prices online. Helpful and knowledgeable staff. read more

Absolutely the best service from Brad Alberh or Alberte, or Alberto. Very professional, polite, kind, caring, so willing to help us with our needs, very knowledgeable. I would hire him in a minute. I don't usually take time out if my precious time to write a review, but I couldn't help acknowledging him for his outstanding service. Any Company that has you for an employee is very lucky. I hope you are appreciated. read more

REI has excellent customer service and the best return policy around. I buy all my camping and outdoor gear here and always leave the store in good mood, completely satisfied. Last week I made the mistake of buying a snowboard at Any Mountain, on the other side of the shopping center. I ended up not liking it and trying to return it, only to find they don't do returns at Any Mountain, plus the employees there are RUDE. I should have stuck with REI. read more

I've always been an REI fan, but today I purchased a Thule bike rack from them. Nate went above and beyond with the install!! He walked me through step by step how to load the bikes on the rack, and answered my million questions with such patience. Hurray to new family adventures and for Nate!! read more

I needed a bike so my dad and I stopped by REI to take a look at their selection. I knew that I probably wouldn't find what I was looking for (24" cruiser bike) but we decided to try REI anyways. We walked into the store and straight to the bikes. The bikes were way out of my price range and they didn't have what I was looking for. I was never approached by an employee nor did I see anyone who worked there. Because of their prices, I doubt I'll be back. read more

I have had basically nothing but good experiences at this REI. The staff, in my experience, goes out of their way to be helpful--from the person at the check stand who helped me maximize my membership to the people upstairs who helped me gain confidence to hike unafraid of rattlesnakes. I've only had one bad experience here and that was in the shoe department where I felt that the person pawned me to another employee because I didn't like the shoes she recommended, and then the second person didn't pay any attention to me. (That's what cost them the fifth star.) But every other person I've ever encountered at this REI is very helpful, and I usually find what I am after. If I decide I don't like something I purchased, they are super easy-going about returns. I try not return anything ever, so this was a pleasant experience. Hats off to a good store and I will continue to drive out of my way to frequent this REI. read more

I stopped by after work one day to pick up some hiking gear I would use later that week. I was stunned at the selection and varity of brand the store had for sale. the store was very clean and well organized, and the staff were kind and very helpful. two thumbs up. read more

This particular location has terrible customer service. I went today for the garage sale. Did not find anything worthwhile so I looked over the sleeping bag section. A young sales lady was there chatting with a couple of customers. I asked for a particular model. She gave it to me and I asked if this was a regular sized one. She said, "Yes and you would not want a long sized sleeping bag." Her tone of voice was a bit insulting and her remarks elicited a few laughters from the couple of customers she was chatting with. She realized her fucked up of insulting her customers physical stature. She got flustered and tried to talked her way out of it. Just terrible customer service and talking way.more than what the customer asked. Also do not insult your customers. Short people have money to buy your goods too. I did not buy the sleeping bag. I got turned off by the terrible communication skills of the sales lady. read more

REI may have the best return policy and "no questions asked" approach in the retail business. I bought a top of the line and expensive Yakima Roof Carrier ($500+ retail) using my 20% one item discount coupon (which btw, at REI can be applied to ANYTHING they sell no matter the price)...and on my first camping trip, I closed the rack and a chair got caught in the locking mechanism...a poor design and some carelessness on my part...but most places would say "sorry...your fault... no refund". But NOT REI! A year after the purchase, I brought the rack back, told them the lock had broken and why...and they fully stood behind their 100% satisfaction guarentee...and did so with a smile! I got a new rack (could have taken the money if I wanted) and was on my way. My 10 year old son loves the Saturday afternoon free rock climbing wall. I do shop for best price on line, etc., but if you wait for the REI sales, you'll get the best price anywhere for top quality outdoor equipment....plus your 10% year end member dividend...Free delivery/pickup at the store if you order on line. And knowledgeable staff that won't try to upsell you into something you do not need. REI on line reviews are great. The one downside is that the Concord store get busy during sales and they are challenged to give individual attention you need if you are "educating" yourself on the purchase...so go the week before the sale and get educated...you can even buy the item ahead of the sale and "return it" and get the sales price. I've been a member since I was 17 and am now 50+....And REI has been consistent and dependable...and met my needs no matter my age. I'm really lucky to have an REI store close by. read more