WOW. I have never been to a better customer service store. I came in just now to ask snowboard questions and also check to see if my snowboard was in top notch condition, and four of the staffers swooped in to help me and answer all my questions. They didn't mind I was taking up their desk and also technically not paying anything. They were just such nice people. And Julie, who apparently is the best there is, helped me actually screw on my bindings. I would recommend this store to anybody. I usually go to Any Mountain for selling information, but this store has me convinced. YAY for REI! read more

I went between so many stores and calling them on New Year's Eve, but I THINK it was this location(could have been Mountain View, I can't quite remember)....but my thanks to Dillon for being the only adept employee to know the difference between zinc and tangerine when I called around for a specific tent(I was under very strict orders to get the tangerine Starry Night tent!!). He even went so far as to tell me on the phone that he was holding it and had it waiting for me, which indeed it WAS the correct color when I went in; I was a little shocked after all other locations were either out of stock or selectively color-blind. He was busy when I was paying for it so I couldn't personally thank him, but you really saved the day, sir!! Thank you thank you. :) Another HUGE shout-out to Barbara I think at this location for going above and beyond to get me ANOTHER tent...that friggin' tangerine is like the Fountain of Youth...impossible to find!! She called every last store listed with the remaining low quantities and Santa Cruz was the very last store with the last one and she had it shipped for me. Barbara, you are wonderful. read more

I really appreciated all the staff proactively helping customers. I ended up buying a really nice jacket because Judith did an outstanding job by knowing her product and went and beyond to make sure I found the correct size for my dad. Thank you Judith! I will be sure to come back and do more Christmas shopping! read more

Came here earlier this week to try on some ski boots and was helped out by Gene. He was very knowledgeable, courteous and professional and was patient in helping me choose the correct and best ski boot. I had gone to other stores such as sports basement and Any Mountain, and REI was the best out of all of them. I'm happy with my purchase. read more

This review is for the bike service. Now I love REI, I am a member, and I shop there frequently enough. Also, the bike mechanics seem to be very nice, and knowledgeable. So why the 1 star review? Because quality matters. I brought my mountain bike for warranty service. My only complaint was that gears were not indexed quite perfectly. I left it, and went back three times. This first time they messed up my seat dropper post. The second time they fixed it, but not quite. The third time, over two weeks later they fixed it. Imagine my disappointment when I took the bike out two days later to find the gears were not indexed correctly. Shame. They are nice guys. Possibly quite competent. But my experience left me thoroughly disappointed. I lost over two weeks on the bike and didn't get the basic issues addressed. read more

My issue is specifically related to bicycle shop & store manager (s) for their lack of effort & horrible customer service: We have shopped at REI Dublin locations for years now; buying equipment and clothing for different occasions. During the REI Annual sale in May of 2019, I decided to purchase a mid-ranged priced bike for my spouse. It took a month to get the bike and to be put together at the local REI in Dublin. On Saturday, July 6th, I attempted to pick up the bike from the shop since I have received an email last week stating that it's done and ready to be picked up. As I started testing the bike I have realized in less than a mile that the right side brake is poorly functioning; you need to hold the break lever almost 70-80 percent down for the bike to slow down (not stop.) I turned around and took the bicycle back to REI Bicycle store and informed them about the mishap that was done during the installation of the bike, and that's when the sad and awful experience started: 1) The employee at the bike shop stated that it was a "slight" issue, and I replied that it is not a "slight matter" as the bike breaking mechanism is clearly not functioning to its standards. The employee sadly tried to save the situation by stating that he meant that a "slight overlook during the installation", and I again disagreed with his statement. I am thinking it's a bicycle with a basic principle of peddling and stopping, so how can you over look the lack of functionality of the brakes. Additionally, I explained to him that it is unsafe and unacceptable for REI to give us a bicycle in this status especially that I am gifting this bike to my wife and we had plans to use it shortly. The bike shop employee had no rational answer and agreed with me about the bicycle status, but then he stated that he cannot do anything about it today as "he has three other bikes in the shop and he won't be able to do it today." I reminded him that this is a NEW bike that I am picking up today from REI after walking to the store from my house and we have plans to use the bike tomorrow, and he replied " that bike brakes need to be bled (due to air), so bring it back tomorrow and we will work on it." And that's when I knew that this place has a lack of customer service understanding; they are willing to have me take the bike in its unsafe condition and inconveniently have to bring it back to them so they could work on it the next day. 2) Clearly, I wasn't happy and wanted to speak with a manager at the store, and that's when the story gets more dreadful. I have spoken to two managers there with no positive change. Well, I patiently reminded her that this is a new bike that was assembled and checked by the expert staff of the store, and it is inappropriate and improper for them to provide me with a new bike in this status, and that's when one of the managers stated,"the bike shop employee who is coming in tomorrow knows how to deal with this bike situation (to bleed the brake), more than the person we have at the shop." To me this excuse is just as awful as original excuse of not having time! Now, before leaving, I asked the store manager to have a representative from corporate call me as I am very unhappy about my experience and overall customer service at REI Dublin branch. It has been more than a month and no one called me, yet! What an unpleasant experience at REI Dublin location. I really would like to speak to a company's representative. Regards, AF read more

I have been a customer and member at REI for 10 years now and just love the store. I have never wrote a review but this time the customer service was exceptional!! I was looking in clothing and a sales person by the name of Steve Cross was so nice and friendly. He helped me and my son out big time. Steve took his time and was so knowledgeable about the products the store had. I have never in 10 years ever had anyone so caring and attentive as Steve was. I hope REI knows what an asset Steve is to their store. I will now go in and ask for him specifically. Not only is this man good looking, but he is so kind. That looks you REI for hiring such a valuable employee. I hope to see this man move up in the company. read more

I'm brand new to backpacking so I had no clue where to start and what to get. If you want to know exactly what you need and not overspend on what you don't need come to this REI. Save yourself hours of online searching and falling for perceived discounts. I could have saved a few bucks using 1st time customer discount codes with reputable online companies however the pain of having to send the items back, cost of return shipping along with wasted time which totally outweigh the savings was luckily avoided by coming in to the store. The staff here saved me a ton of time and money helping me focus on what I really needed to get started. There is a lot to learn and they will shorten your learning curve because all of them are experienced users of the equipment. I'm blown away by how amazingly user friendly the technologies for backpacking are. Lightweight gear, safety items, and things that limited the stress on my body made hiking extremely enjoyable. Setting up camp was super easy and took little time which was very important after a long day of hiking. Cooking meals took minutes and super tasty!!! After exerting energy to get where I wanted to go and being able to enjoy a meal with very little effort was priceless. Staring up at the stars at night was epic!!. Special thanks to Dan the man for nerding out on the gear choices with me and sharing life hacks to make our experience more enjoyable. Kyle who works backpacking too was also very knowledgeable and super helpful. For all things backpacking go see those guys! Kazu the store manager was equally impressive, the most remarkable part of working with him is we had no clue he was the store manager, he jumped in to help us from out of nowhere right as I turned to look for help like he could sense I was about to need help, he shared his experiences with backpacking, showed us items that made sense for what we were looking for, quality items at lower price points, and personally checked us out at the cashier so nobody had to wait in line. He treated us like every amazing staff member did which is a true testament to the stores culture under his leadership. Molly back in shoes and clothing was very friendly and helpful too. To top it off I got a call today from the store, weeks after our 1st purchases to ask how we're liking the gear, any feedback or anything they can do to help. Who does that in retail anymore? The REI Dublin store does so go there and see for yourself why they're so awesome. There are others I didn't catch names, every staff member goes out of their way to help. Thank you for all you do!! read more

REI - Sporting Goods Near Me - Dublin, California

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Visited today to look at bikes for my daughers, 8 and 10. Unfortunately, the store is simply not arranged well for perusing the bikes. They're all hanging from the ceiling way up high out of reach. And it's kind of a pain asking to have them pulled down to look at. And it feels a little disorganized. We found one that might work for my 8-year old (Novara Moxie 24") - but they only had the boy's Tractor style available. We spoke with Jenny, who was very kind and helpful. The kids' Novara bikes were on sale, ending today, and she was willing to extend the price for us on the girl's Moxie style bike, if we decided to get it. She adjusted the bike for my daughter- then we had to sign a liability waiver and leave my driver's license- and then we took the bike outside for a ride. My daughter rode it for about 10 minutes- but she didn't love it as much the pricier Trek we had seen earlier in the day at Livermore Cyclery. When I told Jenny that, she was totally supportive and said we should go with the one that my daughter loved at the other store- and that the extra dollars were probably worth it in the end. Nice- no pressure. So, overall, a mixed review of the bike department. Three stars. read more

This store is awesome! Staff is unfailingly helpful and friendly. Best of all, the company is a co-op. This means members and employees own it. Join at no cost, and you're a member for life. read more

I went to REI in Dublin couple of days ago looking for something to help me ease my pain in my heel and reoccurring blisters I was getting every time I ran more than three miles. I recently purchased new shoes supposedly really good ones with a lots of cushion recommended for running by runners (Hoka) but not from REI unfortunately, yet still nothing was helping. As I walked in the store I was in a rush to pick up dinner for my kids and so I really wanted someone to help me not just in finding a product but who could recommend something for my particular needs in a jiffy. Honestly, I did not know what I needed but this would have been my last effort to solve this issue before going to Dr. I ran into this truly beautiful girl named Karen who is also a runner (major plus) very knowledgeable and patient I might add who helped me understand why I needed the $15 pair of socks..which now that I have used them and will gladly buy more of. I also bought body glide for my blisters and inserts for my new shoes. I waited to write this review mostly to see if the products worked because the service was already excellent. I am happy to say I ran five miles today and had no pain or blisters!!!! I believe Helen was the one that warned me to break in my inserts before going in for a long run and brave of her to take my shoes and old inserts to see what the problem was. What a team!!! Thank you for your help Karen and Helen! I truly appreciate your help! read more

REI - Awesome inserts and body glide to prevent blisters! - Sporting Goods Near Me - Dublin, California

Kathy in the shoes department at REI Dublin, CA is excellent. Today was the second time she's helped me select hiking shoes during the last year. She's obviously knowledgeable about the products and communicates that knowledge very well. Furthermore, she's patient and a pleasant human being. I hope REI know how lucky they are. read more

The entire staff at REI Dublin are unfailingly friendly and helpful, even during busy times. The store is well merchandised, and has a good size selection for their clothing SKU's. read more

This has been my second time here in a month and I felt compelled to review. Dan Y. was absolutely AMAZING in helping me find all the correct equipment. Very patient and knowledgeable- deserves a raise!! read more

There are too many brands of insect repellants and with various concentrations and for different surfaces, dissolving some fabrics (my mesh on my backpack?!), some ultra-scented, others safe for water, age specifications, argh! I called REI in Dublin and talked with Phil [Sharpe], who was SOOO knowledgeable, service-oriented, and pleasant, discussing all my options both for clothing and for skincare. It took quite some time ~ appreciated! The store carried enough of each of the products I chose. Phil offered to hold my recommended items so I could get them in the morning, skipping shopping. Although someone must've done one too many go-backs, and re-shelved mine, Phill [another Phil] offered to gather my items and meet me back in line. Customer Service = A+ for this store (first time here). Thank you, Phil Sharp(e) and Phill _____ ! read more

Came here the second day of business. I took advantage of the free bike safety check. Little did I realize my 6 yr old bike needed a full tuneup. It was ready when promised. Now I can't wait to go back when I'm looking for quality outdoor gear! read more

Such a wonderful store! Helpful and understanding staff. I ordered an item online and had plenty of time to pick it up, but it was easier to send husband. They were totally understanding and took his information and said he could come get it. Maybe it doesn't sound like a big deal, but I had other stores cancel my orders and ship items back because "we don't make changes after order is placed" - I don't shop at those places anymore, but pleasantly surprised here. Super easy to get help over the phone w d wonderful customer service. read more

I went in to exchange a pair of running shoes that broke and had one of my best retail experiences ever. I was nervous because it had been 4 months since we purchased the shoes but they have a great return policy. When I asked the sales associate at the front for help he immediately put me at ease, asked my if I would like to exchange them for a new pair, and pointed me in the right direction. Once in the shoe section I found another associate who was very knowledgeable about the different types of shoes and quickly got me the replacements I needed while assisting two other women. (I felt a little bad for him because he was the only one in the area at closing time and we all had questions - but he handled it very smoothly and efficiently!). I was impressed that with so much going on he even took the time to walk me to the aisle where I would find the socks I was interested in and go over the different types. Back at the front the first sales associate had the transaction completed in a snap and I was out the door. The whole process was hassle free and I'll definitely be doing all of my outdoor shopping here! 5 stars for excellent customer service. read more

Got a bike I havn't used since college serviced. The service team under promised and over delivered, and final cost was lower than initial estimate. read more

I am a longtime member and fan of this rei. Today however I had a horrible experience. I was completely dismissed while I was shopping for snow boots. Another lady who clearly looked like she had more money than me was attended to perfectly. I had been standing in the footwear section for 5 minutes holding the boot i wanted to try on and the lther lady just walked up and was attended to before me and all her questions were answered. There was no misunderstanding of this customer service. The only reason I am giving this review 2 stars is because of my past experience at the store. Today, however was disgusting. I will never be coming back. read more

I've had it. This is no longer the REI I grew up with. Whether it's online competition from a Seattle neighbor, or a sign of the times, or just piss poor policy and execution, REI officially now stinks. I have been an REI member for the better per of 25 years. I have purchased no less than $2000 in merchandise from your Dublin, CA store this past year alone. Last week, I purchased several items for my family for the holidays: jacket, hat, belt, vest, dog treats. I attempted to return the hat and vest which were for my Children: would not fit when my and I sized them up. I bought all items at once on my CC. The hat was there but no vest. They could not locate the vest. I spent another hour shopping and brought $300 in new gift items by KAZU, who stated he was the General Manager, would not Credit the $59 vest because it was not on said receipt (w hat, etc). This is a ludicrous policy not to provide store credit for an item either REI failed to charge, had a computer issue, etc. I walked out update, returned all other items I had just bought and will now NEVER shop at an REI again. I will shop at Any Mountain which is actually closer to my home. I will also now go home and pull out the brand new tent, boots, sleeping bag, roller suitcase, acteryx jacket, flannels, climbing rope, thule rear bike and water bottles I recently purchased and bring them back to KAZU for a full refund. I will also be contacting at least 10 people personally. Service is now dead. Drones "doing their job". This is not my retail. read more

If only I had a million dollars to spend...this is what you'll be thinking to yourself the whole time perusing inside REI. That and when can I get out and do more cool outdoor stuff. I'm pretty outdoorsy and when I heard that my town was going to be home to an REI, I wondered if Suburbia would welcome it with open, rock climbing loving arms. To those who want clearance items: This isn't REI outlet or your Sports Chalet. Not to mention, they haven't been open a year yet. They have some substantial sale racks and awesome pricing. PLUS (and this is a huge plus) the service is unlike any other outdoor equipment store. If you're a member you basically get a percentage back at the end of the year. You get member only sales and events as well as the knowledge of the associates you see when you visit each store. If knowledge isn't power people, then I dunno what is. read more

I'm not quite sure how you knock a brand new store for not having clearance items, or how you get upset for a store not giving away enough free stuff. Anyway. I have been an REI customer for over 15 years. Every trip to every location that I have been to has been a very positive shopping experience and this Dublin location is no exception. REI thoroughly educates their employees and they all seem to genuinely enjoy the outdoors, so the product advice you get is informed and personal. Every item in the store is quality and the prices are on the average to high-average side. However, if you drop a $20 on a lifetime family membership you get 10% back on all of your purchases at the end of the year in the form of a dividend. REI is member owned and supports their local communities so you can feel good about spending your hard-earned money there. Only thing I wish they had is a climbing wall like you'd find in some of their other locations. read more

REI - Sporting Goods Near Me - Dublin, California

Lately (Beginning of this Year anyway) I've been trying to loose some of me around me, so I've taken up active lifestyle choices an d with that come a series of expenses, bike + accessories, foot wear for running and activity trackers the list of small things goes on. I walked into store to purchase Garmin watch and may be upgrade my old bike with something lighter since I'm super motivated to take my fitness to the next level. I was just browsing through the store looking for tri specific heart rate monitor, a bike computer (Garmin 520) and possibly walk out with a Cannondale CAAD 10 as well. 15 minutes and a lot of reps walking past me with no help what so ever, (forget greeting a customer), hey its not like you can just touch the stuff (watch/Edge 520 are locked inside the glass cage) you need a store rep for that. After hearing and almost my heart set on one of the road bikes (Unfortunately REI is one of the authorized sales outlet, Cannondale) I wanted to try and purchase if the bike is as comfortable as my buddies from bike group say. It looked like a sale day the day I walked in and there's a lot of customers. I thought may be the staff walking past me were pre occupied with other customers, Unfortunately this was not the case people standing next to me on either side got greeted and helped. They both were looking at the Garmin watch 920xt & Forerunner 735 which were the ones I wanted to try on my wrists before purchase and have been standing there for atleast 10mins before others. My first visit (2010) to REI was in Denver (on Wadsworth Blvd south of US285) which was pretty rotten experience and it took me a while before I walked back in their store again (almost 6years to give them a second chance). In short I spend a good chunk of change that weekend on fitness equipment from their competitors (Irrespective of the price/deals). Anyone who gets into cycling knows it can be an expensive hobby and will create repeat business for a very long time.... I will never visit nor refer anyone to these REI locations, Lakewood/Littleton, CO and Dublin, CA... read more

I went to this REI store for their garage sale. It was very well run. They had a couple of drawings while people were in line and also passed out donut holes. Inside this door on like other stores the garage sale merchandise was throughout the store. I was not sure if I like this better or having all the garage sale items in one location. I decided I like this better because everybody is not all in one area bumping into each other rather we are all located throughout the store . The staff was very friendly. read more

Friendly knowledgeable associates. Customer service is so good it's like Nordstrom for active and outdoor stuff. Walk into this store and look around. The store layout is easy to figure out with the large hanging signage. Want to save on shipping costs - Order online and ship to store for free. REI branded clothing is quality stuff. Love my running tops, socks, hiking pants, hiking boots, down jacket and tons of other REI branded stuff. Great quality, feels comfortable against my skin while hiking and running. If something doesn't work out, the returns are easy, with no judgment. I never need to go to Any Mountain, Big 5, Sports Authority, because REI tops all of them for my sporting needs. I love REI. read more

Not only is this REI walking distance from my house, the customer service is spot on. I couldn't find these Vibram TrekSport shoes that I swore on the website had said the Dublin REI had them in stock. The associate in the shoe department not only pointed me to the very hidden SALE section, but also recommended that I try the other Vibram shoes. She explained the differences between the shoes and reassured me that were on sale would be my best choice for multi-purpose multi-sport use. She didn't try to upsell me, which I was very impressed with. HIGH FIVE! read more

REI Dublin had everything I needed for my recent trip to Colorado. I was in and out of the store in no time. Mountain HardWear long down jacket...check. Sorrel snow boots...check. Gorgeous raspberry color REI lightweight jacket....check. Marmot hoodie vest.....check. REI wool socks....check. North Face scarf....check. And my husband picked up a pair of those funny looking running "shoes" (with toes) for himself....exactly what he's been looking for and luckily his big shoe size was in stock....wow....that's rare! After wearing the Mountain HardWear jacket for a few hours, I noticed the down was coming out of what appeared to be a hole in the front. More feathers were coming out through the seams. I have never had a bad experience with this brand....my husband has always been a fan of Mountain Hardwear too. I took the jacket back to REI Dublin. The customer service was excellent. Since they didn't have my size in stock, Ian called the Saratoga store and had a replacement jacket shipped to my house at no charge. Again, I was in and out of the store quickly....no problems, no hassles....just great service with a smile. Thanks Ian!! I received my replacement jacket in 2 days.....I absolutely LOVE it. Sooooo WARM! Thanks REI Dublin!! It was a pleasure spending money in your store :) read more

Worst customer service ever! I have no plans of going back to any REI anytime soon especially this location. Ive been in this store twice now and both times I havent been able to find anyone to help me. When I went here the first time looking for an Osprey backpack that was on sale I couldnt get anyone to help me and when I asked the cashier if they had the item in stock all she told me was no. When I asked if she could call other locations she said they were busy and she could give me the number and I could call on my own. The second time I was here I was looking for a specific item and I wandered around for almost 10 min. trying to find someone and ended up going to the front register to ask for help again. The cashier paged for someone to meet me in the right department but no one came and i was left wandering around again. I was on my way out of the store when I finally came across an employee to ask for help. She couldnt provide me with any answers to my questions and I ended up having to pull up the item I was looking for on my phone to read more about it and educate her....It was a water filter for hiking, they carry around 20 of these and it is a common item. Needless to say, I left without purchasing anything. When I was at the REI in Berkeley the sales associates knew nothing about the products and I was left on my own to figure out which pair of $250 hiking boots I should purchase. Anymountain has been great and I will be going here for all my outdoor needs in the future! They will beat all other stores prices by %5 and their customer service is amazing! REI could definitely learn from them! read more

Add another one to the dissatisfied column. I came to REI to purchase a bike at around 6:15PM. I spent a few minutes with one of the sales associates, while we waited 15 minutes for the bike tech to cut rope in the back room (unfortunately, he's the only one who can prep a bike for a test ride). No worries, i'm patient. He finally finishes and around 6:45PM I get to test ride the bike. I ride it around the parking lot for about 10 minutes and come back in at about 6:55PM (they close at 7PM) and have a lovely exchange with the store manager Jimmy Hopkins. He offered stellar advice and was extremely helpful with my purchase, even coming outside to see if the bike would fit in my convertible (it wouldn't). He also mentioned i'd want to make sure to get slime put in the tires, or kevlar lining, since I was planing on riding on the iron horse trail, and it'd be no problem to quickly and easily do this before I bought it the next day, and suggested I come in the next morning to pick it up. He spent at least 15 minutes past their posted closing time to continue recommending product, and preach the benefits of buying at REI. I shared the poor experiences i've had in the past at REI and the fact that as a result, I made an effort to shop at Road Runner for running gear (they're first rate BTW and well worth the drive to Concord) and SportsBasement. After my discussion with Jimmy, I was ready to give REI another shot. I arrived the next day approximately 15 minutes after the store opened at 10:15AM with a borrowed car (to transport the bike) to pick up the bike. After 10+ minutes of trying to find someone to assist me, I finally found a woman who stated she worked in the bike section. I mentioned I had a bike on hold and the great experience I had the day before with Jimmy and that i'd like to purchase the bike and have slime added to the tire or kevlar wrapped around the tube, whichever was more convenient. She was rude, disinterested and dismissive, muttered something and scurried off. To make a long story short, she told me it would be ready at the end of the day (to my horror). When I mentioned putting slime in a tire should only take a few minutes - she agreed and suggested I do it myself. I struck back and said if it only took a few minutes, I'd rather they do it. She then claimed they didn't have any slime and I should come back another day as there were other people in front of me, and folks behind me waiting. Something not too dissimilar happened when I was purchasing a running GPS watch at this same REI location, so this sealed the deal - i'm avoiding REI whenever possible. I'm heading way out of my way to Sports Basement in Walnut Creek, where folks know how to treat customers, and offer quality service. read more

Have not been to an REi store that has not blown my mind. Lots of products to choose from. Price point range from affordable to mountain high (and that's understandable, you gotta fork the dough for well made stuff). Customer service is top-notch, they know what they are talking about as they are sportsmen/sportswomen themselves. The good natured attitude of the staff is infectious. REI, thank you for your existence. read more

I only write something when its really good or really bad. This place, really bad. Background: Bought some old school skis, WOLF, Black Smoke 195 GS skis from Ketchum Idaho. (These babies are rippers, big GS bombs or tight gate kickers, blows through crud and if you skied in the 90's, and know real real POW, these beauties can float) I had to pull the old bindings off, Marker M44 Select Control, REI wouldn't touch them or even give me a little advice about them, they were not "indemnified", (look it up). Ok, I will give them that. Bought some Atomic RR Neox race bindings, stripped off the Markers and took the skis in for a mount and a tune. (So jacked to get these on the mountain). Screeeeeeetch, not so fast. The tech looks at what I have, pulls the bindings out of the box and tells me he can't mount back country bindings. I was so confused I wasn't even sure I was understanding what he was saying. Asked him three times...What?..I dont understand.....??? When I finally understood what he was meaning...Dude these are Atomic Race bindings and some old School GS skis, what are you talking about .....back country bindings and skis???? WHAT?? "Weeeellll I am not sure I can do Atomic bindings". Long story longer...I left, didn't want to leave these rare beauties to such an incompetent individual, and he is the head chimp in charge. To summerize, if you don't buy your gear from REI they probably won't or can't mount it, and if you don't have those ridiculous 120 mm water skis they call alpine skis, they won't know what they are or think race bindings are back country bindings. Go some where, where the "ski expert", actually knows something. Probably All Mountain or Sports Basement....I hope! read more

I recently was in the market for a bike rack for my Prius. The sales person @ REI preferred the Yakima (hitch mount) but I have a grey Prius and didn't want a white rack. I purchased the Thule which was ~$100 less. Well, after owning it for less than 3 weeks, I realized the Thule has a lot more plastic than the Yakima and the plastic cracked and broke off after being in sub-zero weather (Moab where it snowed). The logo also was peeling off. I went back to REI not really thinking they would let me return it but just to tell the sales person that he was right about the Yakima and to let him know another key selling point of the Yakima was fewer plastic parts. I was shocked that REI took my bike rack back!!! Amazing customer service. I have been a long-term REI customer and will remain as such! Thanks REI. read more

I only give this store a one star because I can't give a zero. The manager, Jimmy gets 5 stars, but the two employees(Caroline and another older male employee) get ZERO! They should get fired! I walk in there not knowing much about hiking boots. I'm new to the hiking world! The employees ignored me, but I ended up asking Caroline if she could help. I told her I wanted a waterproof hiking boots for my daughter and would like advice on which boot is best. She rudely tells me "Well, usually you would tell me which shoe you want and what size. I would go in the back to see if we have it and I will bring the shoe out!" I looked at her in shock because I couldn't believe her response! I told her "I'm NOT stupid! I know that much! I wanted advice on which boots I should buy my daughter!!" While rolling her eyes she's say"I don't know how else to help you!"I let her know I couldn't not continue to talk to her and I wanted someone else to help me. The rude customer service did not stop there!!! The old male employee comes to help me!! I asked him the same question, I wanted waterproof boots and which ones are the best. This is how he replies as he picks up a boot"You see here on the shoe. It's says WAAAATEEERRR PROOOOF". He was talking to me like I was in preschool!!! I told the old guy I could not talk to him either. As I was walking out, I happen to pass an employee and asked for a manager because I was so upset! He was actually the manager :). He apologized how the employees acted and he would help me. When he shows me a boot, the old male employee interrupts us. He says"I told her which boot..."The manager looks at him to let him know he is handling it from here. If a customer is already upset with you and a manager is handling it, I feel you should NEVER get in between! Especially, when a customer has calmed down already! Anyways, Jimmy has excellent customer service! He was so good, I ended up spending $200! I got more than boots!! Oh and I signed up for the Membership that was $20 extra! The other two employees probably thought I wouldn't buy anything! Thanks to Jimmy for helping me with all my hiking items! As for the other two, they either need to take customer service classes, find another job or the company needs to get rid of them. With that kind of service this company would lose so much business! If it weren't for Jimmy, REI would have passed up $200! read more

We go here a lot but this review is based on the last two times I went. 1. My mom insisted on purchasing boots for the snow the day before we left for Yosemite. Now, REI did not have /that/ many options in sizes because it was Dec 22 and they don't restock until after the holidays (or something like that, I don't remember... Anyway...). Poor Steve (the wonderful guy that helped us out) was so patient with us giving us sizes in probably six or seven shoes. It would have been a nightmare but he was so kind and very patient and I really appreciated that. He suggested one for my mom that was not in the section we were looking at and she ended up liking his suggestion a lot more than the boots we were looking at! I was also able to find a gorgeous boot that I fell in love with there. So shoutout to Steve because I was dreading this trip and he was so so kind and patient and gave suggestions! Thank you!!! 2. I came back a couple days later looking for something to take care of my boot because I love it so much and I want it to last forever. The lady didn't know so she went in the back to do some research and talk to someone else. She came back with really good information. Basically she suggested I go somewhere else because she was afraid that the stuff that they carry will break down the leather. Amazing! You'd think that at a business they just want to sell you stuff. Not here, they truly care and want your stuff to last. So I really really appreciated her knowledge. Keep it up REI. You guys rock. read more

Been using this REI for seven years because the location is convenient. I won't be back to this one. As a bit of background, I have been an REI member for decades, and if you include visits to the original store in Seattle as a kid, when my family would occasionally bump into guys like Jim Whittaker while strolling the plywood-shelved aisles, I've been going to REI for a bit over 50 years. The reason I still, or may still, go to REI in general is that the gear is generally good and they stand behind it, or I should stay, stood behind it, when there was a problem. The fact that more often in recent years the folks working at this REI may not have a clue a out the gear itself was only disappointing, not a problem with my getting gear, but experiences with this store have me writing my first ever negative review on REI. It's really kind of an accumulation, but today's event was the proverbial final straw. It invovled a pair of Keen sandals which I took back to return because the left sole was delaminating after light use from May into July and a week of heavier use in August, fly fishing the eastern Sierra. The REI Dublin counter guy said he had to check with the "my shoe guy" and then came back five minutes later claiming the sole delamination was wear and tear. I put a new sandal upside down next to it and asked him to show me the difference, aside from the delamination. He points to a slighly narrower groove on one side near the heel--we are talking around 1/72nd of an inch difference, at the most. I should probably have taken the sandals and tried a different store, but you know, gas and time. So after trying and failing to get an explanation of how barely any wear could explain full-on delamination of the Keen sandal sole, on one sandal, I told them to throw the shoes out. Just to be clear that my disgust with this store is not a one-off, I also picked up my son's first bike with a derailleur here a few years back (because: convenient location for the last seven years) and after I got it home, lifting it out of the car the handlbars popped loose and spun free. After checking the whole bike, I redid the build myself, including the bottom bracket, tightening most of the joints, readjusting the brakes, etc. Just dealt with it myself as, well, I don't like complaining, generally do my own bike maintenance and it was the holidays. But I think this thing with this sandal is just too ridiculous-- to have a discussion on a tiny part of a sole to explain why the entire sole is failing. As a general observation, I have pursued everyting from backpacking and climbing to kayaking and fly fishing and have come to expect that the generally REI employees are not necessarily as knowledgable as, say, in 1990, but the folks at this particular store seem to turn over a lot and seem particularly no well-versed in their gear. Which is still fair enough, it you don;t sell me junk and then tell me it's my problem. I will never go to this store again, it's not got any real advantage over Dick's. Totally aware that the world has bigger problems, but this was so dumb, I had to get this review off my chest. Beware. read more

I've come here multiple times to buy $200+ boots, and after standing there with no help for like 15 minutes I just end up leaving. PS maybe try asking the people who are milling around waiting who's next instead of just whatever Karen walks up to you like she's been waiting. Because she hasn't. read more

This was my first trip to an REI store and I have to say it was a pleasant experience! I originally went in just for a gift card, but couldn't resist looking around. I was browsing an aisle when an employee (in a green vest!) asked if I needed any help. I took that opportunity to let him know what I was looking for (hiking stuff, but not sure what "stuff" was for hiking besides maps). He took me all over the store, suggesting this and that and this and that. He was extremely helpful and knowledgable. He even gave me a 30% off coupon (which I used that day!). Once I was done shopping, the cashier who rung me up was nice and helpful as well. A very pleasant experience and I'll definitely be back! read more

Store manager, Jimmy and Casey transformed my biking experience from ok to amazing ! They listened (!!) to my issues and worked to resolve. I felt like I was the priority...not the $$$$. Suggestions about shoes and repair classes are on my list. Thanks to all the Dublin REI employees for the welcome environment. read more

I've come here many times. This is my favorite REI store anywhere. The est part is the extremely helpful staff. The location is great.