REI is known for its customer service, but Johan in the Corte Madera store went above and beyond. My Garmin watch broke and Garmin sent me a new part (better than paying $600 for a new device). Johan spent a good 20 minutes making my watch functional again. REI should be really proud that they have such stellar employees as Johan read more

7/7/2025: Purchasing Yeti Straw Cap--HEADS UP!!!! Less expensive purchasing from REI verses Amazon! Aside, I have purchased a couple of Pacsafe Backpacks, camping gear, tents, mattress pad, and survival gear which I have religiously used for the past TWENTY-FIVE YEARS and all are in excellent, fully operational condition. Thus, I'm truly satisfied purchasing ALL my hiking/camping/mountain bike riding/survival equipment from REI. read more

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My husband ordered a pair of Brooks shoes online and the wrong size was sent. I went in to exchange them. I asked if any were available system-wide. Next thing I knew, I had a store credit instead of a refund. No shoes available--try next Autumn. read more

What I like about this store is that it has a lot of gear. But their clothing selection, and particularly their shoes and hiking boots, are awful. I bought a pair of hiking boots of some unknown brand and they never broke in, they changed my gait and gave me sciatica, which was extremely painful. I once asked for a pair of running shoes in 8 and a half and the salesperson said, "We don't have them in that size but we have a 9." Why would I buy shoes the wrong size?? The only clothing item I have bought here that I liked were wool socks. read more

Great staff in this store, especially the bike repair and parts group. Good advice, friendly and easy with regard to getting the right parts. Happy with my new dropper post! read more

Big shout out to Spencer in the shoe department. He patiently helped my DH find the perfect walking shoes. My DH is picky about shoes and I was impressed with his thoughtfulness. Alexi was also a big help because he placed our online shoe order since they were out of stock of my husband's shoe size. Nice store overall. read more

Nathan was awesome. He made sure that the long line was dwindled down fast with quality customer Service and an expedient completion!

I have been a loyal REI customer for over a decade and a member for the past three years. But after this experience, I am questioning my loyalty. About 10 days ago, we ordered winter coats and shoes online in preparation for an upcoming outdoor winter trip. REI promised delivery by December 4th. It is now well past that date, and every single day since, REIs shipping partner, OnTrac, has delayed delivery with no explanation. Attempts to contact both OnTrac and REI have gone unanswered. Frustrated, we visited the Corte Madera store today, hoping for support. Instead, we were met with dismissiveness and rude treatment from an employee who told us, "You need to take care of it." Since when is it the customers job to chase down the shipping carrier for an order that REI already charged us for? Your website says, "Every day, in ways big and small, our employees, members, communities, and partners work together for the greater good and the great outdoors." Well, where is that spirit of support now? Your partner (OnTrac) has done nothing to help, and your team has only added stress and frustration at a time when we should be excited for our trip. Instead, we are days away from departure with no winter gear. I don't expect "the greater good" I just expect basic customer service and accountability. You took our money, and now we have no gear, no support, and no idea what to do next. At the very least, provide a direct contact to someone who is actually willing to help. This experience has left me disappointed and disillusioned with REI as a brand I once trusted. read more

i've been a member of this place for at least 35 years and used a lot of coop branded stuff with varying results. mostly i conclude better avoid their me-2s in favor of the real deal because it's a long hike back to the car if things go wrong. during that time i've seen the mix of merchandise transition from everything i could possibly need for mountaineering, to today, when the coop decided to focus more on car-campers and bikers. really, it's become a bit like big5 or dick's sporting goods or campmor. i suspect this is because the margins are better on big ticket bikes and a great many old school boomer backpackers are frankly too old now or at least too far gone to crawl up there again. also i suspect younger folks would like to take a selfie from the top but don't because they'd prefer to get there on wheels of one kind or another. the forest service hasn't made the wilderness more user friendly either, as it tightened limits for trail loads and made open fires mostly a memory. whatever the reason, i always have problems now finding what i want at this particular store so go across the bay about half the time. or i go directly to the companies that make specialized climbing and packing gear. the staff can be pretty annoying in being so laid back, as though they just put down their load for the day and are mainly into trail talk over sierra-screwdrivers (tang & everclear). there's also that nuanced way some have of seeming to roll their eyes while explaining internal vs external frames to a noob. hey, we all started there one time, kids, so lose the attitude and get serious about your job willya? rei's product offerings haven't reached the ll beanery level yet, but i'm afraid i have to put shopping there in the same category belonging to two other products with similarly insufferable service people: stores that sell exotic electronic gear to audiophiles, and those that sell overpriced wines to oenophiles. read more

Absolute fake people. They just walk around following the skinny blonde girls or look at you like trash. I cannot believe how many workers were just talking and laughing and not offering help. I had to ask repeatedly for assistance and was treated like I didn't belong in the store. Do better. Who ever the manager is needs to have a talk with their rude workers. read more

This review is specifically about REI's phenomenal customer service. My boyfriend and I were greeted by Joey and he assisted us right away at the cash register. I brought a product back to the store which I originally purchased online and didn't know whether I would be able to return it. Joey went above and beyond our expectations and found the best solution for us. He could have easily decided otherwise, but Joey didn't and understood the reason why we wanted to return the product. Associates have been very helpful during my previous visits when I had questions. REI is one of a few stores in Marin that offers a wide variety of products for outdoor activities and I applaud them for having well trained and caring associates. read more

REI - Bikes Near Me - Corte Madera, California

We came here as two clueless camping parents looking for camping gear for our 15-year-old for her birthday. Mike in the green vest was the best and spent over an hour explaining all the different options to her. He totally made it worth the trip across the bay to this REI. read more

This is a review for Tamela who was really helpful with choosing our rain shells. She was very patient, friendly, and knowledgeable. All in all a wonderful representative for REI. read more

This is a review based on approximately 60 visits to REI in Corte Madera over about 10 years. This Cooperative store, which is not your standard sell anything, do anything for more profit retailer, is populated by employee owners who, for the most part, really care about doing a good job and about selling you only products that they would, or in many cases actually do, use themselves. Compare that to your usual retail environment. So I trust in the quality and reliability of anything I buy here. When you need it to work properly in a wilderness area, or even when just casually cycling down the road, that is extremely important. Perhaps not your place if you're looking for quick fashion, but for people who do outdoor sports or other active pursuits, this is the best place to buy the needed tools and clothing. read more

Just came back from REI with a new backpacking backpack. Helped by Steve who knew backpacks like no other and took the time to really help me understand what I needed. read more

Having shopped REI for almost 30 years, the brand and store experience continue to decline rapidly. In the glory days when there was no competition, when the store experience and breadth of products was at its best, the whole member loyalty was just a part of the gimmick that did drive some loyalty. After my last several visits to the OG Berkeley store (which remains a hot mess), the SF and Corte Madera stores, there is a consistent lack of help and product that is not 'in-stock'. Let's assume for a moment that REI has experts that can help you. Where are they? Let's assume for a moment that REI has a huge selection of technical products for a vast spectrum of outdoor activities. Where are they? No apparent product categorization (signage, merchandising, etc.). Even understanding where men's and women's apparel is located, begins and ends is almost impossible. These are foundational retail concepts. Today, went to buy a pair of Hoka's. Had to wait for the one 'green vest' and when he finally came over, I told him what shoe I wanted and when he did return, he had brought the wrong shoe. Sorry..."you can probably get it online" he said. Insult to injury, they only had two colorways. Selection??? Asked two green vests if they sold compression socks. Both responded saying, "maybe downstairs". REI, stop living in the past and drinking your corporate Kool-Aid believing the myth that you are special in any way and that long-time members are SO blindly dedicated that we will deal with your poor retail experience. read more

I like eel as a store as everything is great quality. Also membership is worth it! I joined today for $20. Came here to look for a sleeping bag for backpacking, I had asked someone if anyone was available to help pick one with me and stood there for 15 minutes, then another guy came, helped someone with backpacks and had to call someone to come down four times. Only then did someone come down to help out which was an additional 15-20 minutes. I was already running low on time so I had looked at a few myself and ended being between two. I asked the guy if the bag I was looking st thst was on sale was down since it was in the down displace sections and he was like yes and a great deal since it's on sale! Also brought down a regular or petite for me and when I decided on petite, he handed me one. I should have looked more into the label myself cause the bag I had asked him about said on the label 100% synthetic fill and he had handed me the regular size sooooo now I have to go back again, hopefully not wait forever, and be on my merry way to a different rei. It's a shame though cause the area is so cute. OVERALL REI has great stuff but not always great staff. Lessons learned read more

Don't waste your time. They apparently don't need anymore business. No service in the ski department. 9 days to loosen 2 screws on a ski binding. Membership has its benefits is a joke. I went to a busy Demo Sport and they were great. Top notch costumer service. In and out in 5 minutes. read more

If you like outdoor gear, you're probably already an REI member... but if you're not a member yet, you should consider joining. Love the Co-op refund, which always builds up faster than expected and funds some nice "extras"... a nice side effect of buying too much outdoor gear. Lots of outdoor expertise among the staff (although they can sometimes be hard to get a hold of when the store is busy). read more

It's hard not to want to buy everything at REI. It's a true wonderland for anyone interested in being active or being outdoors. While I appreciate that this particular REI is quiet and easy to navigate, I've found the San Francisco REI location to be more exciting and helpful when it comes to customer service and support. There definitely seems to be more of a subdued feel about this REI. That being said - I have nothing but love for REI. From yoga pants, to backpacking meals, to warm sleeping bags, ice-coolers, snow pants, hiking boots, cushy socks, and so much more - they have it. Their return policy is also pretty fantastic. If you're looking to treat yourself - come to REI. Being outdoors is one of the best things you can do for yourself. Any way that you can enhance your opportunities to enjoy time in nature is money well spent - in my opinion. Trust. read more

High quality. Latest gear in the industry. Just because you found an item there one year, doesn't mean they'll have it the next. Prices are very steep. Lots of cashier stations. read more

Where to start. First, I've been a member of REI since 1979. I've shopped at the Corte Madera store for 35 years. Typically the customer service is bad but my recent experience was horrible. My wife purchased a pair of Hoka sneakers for me for Christmas. I started using them on Dec 26 as house shoes - no running, very little use out of the house. After two months of use they have fallen apart - cushioning is non existent and the inside of one heel has huge holes in it. Thus, I called REI and spoke with a customer service rep. He refused to allow a return and when questioned about the REI "100% customer service guarantee" he acknowledged the guarantee but again refused. He suggested I call Hoka - which I did - I restated this experience and recommended that they have their distribution rep to contact the store manager. I sent an email to the regional sales manager but I'm not holding my breath waiting on a call. Update: just spoke to the REI regional sales manager. His response to Rei extremely poor customer service and not fulfilling the corporate 100% customer satisfaction policy - "seems like you need to find a new shoe and a new store to shop at." Can't make this stuff up. My response "you can cancel my Membership." If you want t to be treated with disdain and being lied to, by all means shop at this store. However, if you believe in honest sales people and honest corporation then don't waste your time in this store. read more

I bought a pair of Hoka Bondi 7 shoes online at REI and after a couple days of wearing them my left fiat "arch" was killing me. I went in person to the store to return them because I obviously needed a wider size. I found out that you can't return to the store REI's used merchandise purchased online. (You have to mail in the item). Anyhow...I headed up to the shoe section a bit frustrated that I couldn't make the return. There I met Lise!!! (Cue the heavenly choir!) she measured my foot and said my foot is actually narrow! And I absolutely do not need a wider size! She suggested that I try an insert and helped me get it inside of my shoe. Then I stood up and .,;, (cue the choir again!) my feet felt heavenly in the same freaking Hoka Bondi shoe! Getting an in person shoe fitting makes a tremendous difference! I would have spent another $160 needlessly purchasing a wide when I'm actually a narrow if I did it all online. Thanks REI and thanks Lise for your attentive, non-intimidating Help! read more

If I could give no stars I would. I called to get help with something in-store because I wasn't able to find what I was looking for online. When I was finished with the salesperson I said, "thank you very much for checking," and she hung up on me. Hung up on me. Customer service 101, "Of course. I'm sorry we couldn't find what you were looking for today. Is there anything else I can help you with today?" You don't just hang up. I'm so upset because we have been REI members for over 10 years and it really sucked to be hung up on. You lost me. read more

Running an extremely safe and happy ship. Travis & Tonya were engaging with the outside line way above and beyond. Happiest of campers right here. Tonya was perfect at adding her positivity and humor upon greeting each shopper. Travis had a few jokes in his pocket which I enjoyed hearing and sharing. The gentleman who checked me out was courteous and patient. He also gracefully explained something I did not have knowledge of. I'll go with Steve as printed on my receipt. Another gentleman, while shopping, offered to grab me a basket or cart. Number I didn't get his name to add here. If I'm allowed to try and explain who he was, he was a more mature fella. Offered me help in the middle of the store and appeared to come from the bicycle side of the store. Thank you for all being so happy and helpful. The rest of the team appeared to be delightfully going about their business and am sure they would have interacted with me similarly if given the opportunity. Thanks for being open and continue to stay safe. read more

It was great until I went to pay and the lady was trying to make me sign up for the membership and kept insisting after I said no like 3 times I totally understand. But it think it's rude especially after when I said no the last time she had the worst attitude. Her name was Christina I believe based on my receipt. As someone who works at retail and offer stuff like that it's not okey to be rude and give attitude to a client. Makes me not wanna come back. read more

Staff in general but especially in the bike department are amazing. From the initial purchase to my next visit for a repair and tune up, the guys were patient, helpful, and willing to teach me what I wanted to know. Huge, huge, huge props to the customer service and focus. 5+ stars read more

REI - My REI Co-Op ADV 2.2 getting serviced, a wheel repair and tune-up. - Bikes Near Me - Corte Madera, California

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Came here Tuesday June 26, 2018. I love going to REI shops. I came here for mountain bike gear (helmet, shoes, knee and elbow guards). Staff was incredibly nice and showed me cool places to ride. PROS: - great staff - knowledgeable staff - normal prices - store has so much cool stuff to go camping, riding, kayaking, etc. - energy snack selection CONS: - they didn't have helmets that were listed on their website. Took me forever to pick a helmet that I liked - elbow and knee guards need some expansion - shoe prices were incorrectly priced - lots or variety for energy snacks but I wish they had more bars I would def be back. Great store read more

REI - Helmets - Bikes Near Me - Corte Madera, California

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Best outdoor sporting goods store in Marin. Good selection and for members, we get around 10% as a rebate annually. Also it's easy to order online at REI.com and return/exchange in the store. It's a classy store. read more

Eh, average visit. They have all the normal stuff and maybe it was the time of year I went(a few days after xmas) but I took a star off for only having one battery bank on the floor and I took another star away because no one on staff reached out to help me when I was there. Its store visits like these that drive folks to shop online instead of at a brick and mortar location. read more

After several visits and thousands of dollars spent. I will NEVER be going to REI ever again. My boyfriend and I were racially discriminated (we are both of color) , physically harassed and accused of stealing after being bombarded with condescending questions like "are you a member here?" & "are we making a purchase today? " Not only was it humiliating it was true racial discrimination, I was chest bumped and cornered by an elderly gray dirty blond haired woman and was grabbed by my hands. I literally tried nothing on, I was just there sitting peacefully waiting for my boyfriend to finish trying on clothes... had she even cared to ask? 5 minutes prior to the incident. This same woman never once offered to help me find something (I was looking for female blundstones in brown). During the time I was peacefully sitting researching where to get brown female blundstones on Yelp. She walked by me several times with dirty looks but not a word, I've been in the service industry my entire life and I am a people reader, she thought we were thieves from the moment we came in, never offered to help and disrespected us based on our race. REI should really consider hiring people that will treat all people with respect no matter what they look like. I'm telling everyone I know about this discriminatory experience and warning them to look out for the elderly dirty blonde woman that ruined my REI experience for life. read more

Yea,,, Can do attitude!!! I wanted to come buy a new bike (my 2nd one from REI), and needed a small brake adjustment made to the bike before coming to collect. "No Problem Sir, we can probably do that no bother". they had this all done for me in minutes, I had the complete opposite experience (see the other review) in the San Francisco REI closer to my home. Good job guys. read more

Wow! We went in for a backpack for Phuket and the knowledge of the store employees was amazing. We would have picked a completely inappropriate backpack for the trip and were guided to the best choice. We picked out an Osprey 55 liter backpack in grey. The demonstration sold us as well as the expert fitting. We will purchase from REI and not Amazon! We will be back! read more

I'm a big fan of REI - but the experience varies from store to store. This spot is down towards the bottom of their totem pole, but isn't as bad as some folks make out. For alas, this store is in Marin, and reasonably close to Mill Valley - so there's more designer outdoor clothing on offer for people to be "seen" in as opposed to functional gear. Knobs. And their selection of guys' clothing is pretty sparse - as is the folks working there it seems. I needed help with a backpack fitting, and there was nobody to be found who could help. But that is, in part, because the poor guys and gals are forced to deal with the afforementioned knobs. I've seen mindless, vapid folks going off on these young kids because a piece of gear failed, or because they couldn't read the "No Dogs Allowed in the Store" sign clearly posted on the front door (I'm looking at you, Jennie S.) I've stood in line for an age, because the idiotic Yoga mom at the counter in front of me insists on interrogating the checkout girl about whether or not the Prana Yoga mat she's buying is the right one, while her daughter Calista is trying to decide which juice she wants out of the fridge. So yeah, the selection isn't what it should be, and the staff is run a bit ragged. But that aside, REI has great gear at reasonable prices, they are a co-op that mails me a nice dividend every year, and have an INSANE return policy. (You can ALWAYS return gear that breaks - even after using it HARD for six months, as long as you have the receipt - or if you're a member you don't even need that, since your purchases are stored in your account.) read more

REI - Bikes Near Me - Corte Madera, California

This REI has a wide selection of kids outerwear, hats and gloves, which can save you a lot of cash if you're the size of a 14-year-old boy! See below. Green REI Reflective Stripe Knit Beanie - Kids' $15.50 Black REI Stretchy Polartec Gloves - Boys' $18.50 Burnt Marmot PreCip Jacket - Boys' $55.00 Keeping warm on our first trip together: PRICELESS read more

I purchased a pair of La Sportiva hiking boots and less than 18 months go by and the area inside around the heal has exposed sharp plastic puncturing through the fabric. I bring it to their attention and the immediately refer me to the manufacture to solve the issue EVENTHOUGH the manufacturer says to take it back to the store where you purchased it. What is with the ring-around-the-rosey BS? I have never had a shoe "perform" this way and the rest of the shoe is perfect. I understand they changed their return policies years ago but come-on....the product you are selling is defective. Honor the exchange and move on....you make PLENTY of money to cover such an issue. read more

I've been getting stuff from REI since I was very young when they were a mail-order, hard-core outdoors equipment store. No other place had the selection and quality. REI has a different focus now, but it's still a co-op, I think, and they still have very good gear, but some of it is ridiculously over-priced junk to subsidize their stores read more

On Wednesday night of March 24th around 7pm , I was just getting off from work and look forward to find something for my bike . As I approached the greeter at the door this dude gave me an attitude and asked "where are you going??" with a nasty, annoyed tone toward to me . Please make sure your people treat everyone equal. Usually people ask " how can I help you" or "can I help you find something " read more

Compared to other Rei stores, the customer service people here are not good. I am a member and I usually visit Rei almost every where I go.

They didn't laugh at me when I, at nine months pregnant had the genius idea to sit in a chair that had no arms, and was waaay too low to the ground, and got stuck. Seriously, what was I thinking. Instead, as I struggled to get up in a not so graceful manner, one of the sales associates walked by and asked if I needed a hand. Hanging my head in shame, and silently cursing myself, I muttered "yes." Not sure if this type of thing happens all the time at REI, but he handled it well. 5 stars for not making me feel like an idiot. read more

REI - The culprit chair. Not recommended for pregnant women!! - Bikes Near Me - Corte Madera, California