I've been going to this store for awhile, and usually browse without finding much. I was in recently, however, and stopped by the shoe department with no plan to buy running shoes, although I badly needed a new pair. Unfortunately I didn't get the name of the associate who helped me, but he and his co-worker were exceptionally knowledgeable! I explained some injuries/problems I had been having lately. He evaluated my foot/stride, and recommended a shoe. I tried it on, and it instantly felt comfortable, an experience I had not had for a long time with running shoes. He encouraged me to run up and down the stairs a few times even though it was getting very close to closing time. When I asked him how the model I was trying out compared to the same-brand-different-model I currently run in, he wasn't sure b/c he wasn't familiar with it. However, his co-worker overheard, and gave me a lengthy (and accurate) comparison. I was beyond impressed! These two employees were more helpful and interested in helping me with my feet/running issues than the employees at my local running store.Their helpfulness and interest in my problem blew me away, and especially as it was so close to closing time when many people would be ready to get out of work (as the cashier clearly was - can't blame her, really). I've been running in my new shoes for 2 weeks now, and couldn't be happier! Thank you! read more

Their return policy is Amazing!! I come here every year for backpacks and water bottles for school. Their employees are always helpful and they don't make me feel like a jerk if I don't know as much as them when it comes to outdoorsey stuff... read more

Hey REI public sidewalks are for everyone, and businesses should not restrict the right of the public to use a public sidewalk. Your team doesn't have the right to prevent people from standing on public property to look at items you have completely blocked and fenced off the sidewalk with to determine if they want to stand in the 2-3hrs of lines blocking sidewalks on both sides of the street to the point that a disabled person cannot use the sidewalk, or get into your store or other stores which are not part of your garage sale. Please train your staff not to be so rude, or act like people are in the wrong because you have forced them into the street using orange fencing. REI staff seem to have no understanding of the law of public space. They act like they own the sidewalks and the street because store items are pushing out to the very edges of the sidewalk almost spilling into the streets. read more

Went in looking for a Gamin run/triathlon watch. After talking to Adam and comparing the Timex to the Garmin. I left with the Timex. No sales pressure and very friendly. Would tell all my friends to go there. read more

I just love the quality of their products and their Return Privilege is the best anywhere (better than Costco!!) I just wish they spread the word a little better about their Scratch and Dent sale. Amazing deals there!! read more

Awesome store!! The staff is fantastic and ready to help when you need it. Plus, the product selection is great, considering how much cool gear they're able to pack into this little historic Eugene building (and if it's not in stock, ask about ordering!).. Yes, prices are sometimes a little higher than you might find on some online retailers, BUT - the service, return policy, and member dividends sure make it worthwhile. You can't beat gear shopping with folks who are super passionate about what they do for fun in the great outdoors. read more

On July 2, 2018 I stopped by the local REI store in Eugene to purchase a new hydro flask water bottle. As usual there was a long line at the check out even though the store didn't seem that busy. When I finally arrived at the check out I asked the cashier if I could use a $5.00 check that REI had sent me from a previous return. Without looking up she yelled loud enough for the entire store to hear that this is not a bank and they don't cash checks. I quietly explained that it was for $5.00 and from REI. She immediately yelled " we are not a bank and we don't cash checks". It may be awhile before I am willing to subject myself to that kind of rude and ignorant behavior at REI again. read more

I really like this store and have most of my outdoor riding gear from here. The staff are very friendly and returns and special orders are very easy to deal with. The prices can be a little high and the selection is sometimes limited. Great camping section as well. Store hours are good and parking can be difficult during the evenings or weekends. Overall, I am very satisfied with REI. read more

Customer service at REI is number one!!! Without question, I go to REI to get the latest gear and if the company that made the gear just plain sucks, then there is no fight to return the product. This is invaluable as a customer and brings me to their doors each and every time. read more

Love this store! It is clean and organized and the staff is always friendly and knowledgeable. I've been going here for many years and always can find what I need. read more

Progressively more disappointed in REI. I'm a longtime member willing to pay steep premium b/c such great customer service. Now, not so much. They're still high priced but severely curtailed return policy (plus I see they now charge $20 for privilege of becoming a member, not sure when that started, like I said, been a member for long time). I just went in to buy small item during Labor Day sale but couldn't locate my 20% off coupon which in the past wasn't a problem. Showed my membership card and the cashier could obviously easily see from my computerized "record" that I'd not yet used my discount coupon but was told that "policy" is "no coupon/no discount." This isn't about a lot of money (a few bucks), just the overall nature of REI's attitude.[Note that I'd just been in the Backcountry Gear store and saw them swipe a copy of their 20% coupon (from Eugene Weekly) that they kept by the register for a customer who'd similarly wasn't able to produce their own copy.] When I called to complain to REI's customer service, a chipper young woman listened patiently to me recite the above facts. She was completely silent (meaning not offering any explanation or understanding, just politely tolerating me) except when I asked her to pass along the complaint of a very long-standing member to her manager. Her reply (again in a chipper voice): "no problem." Yes, "problem." Backcountry Gear now has my business. This isn't about a single incident involving a discount coupon but rather an ongoing erosion of previously high customer service standards while still keeping their (very) high price points. REI, seems to think that its still the only place to get high quality outdoor gear; newsflash, this ain't 1980 any more. Good bye REI and your arrogant ways. read more

I called the Eugene REI store to see if a certain item was in stock, and talked to someone in the camping department - I think his name was Trevor.  He suggested I go online and check product availability; when I politely expressed my surprise that he didn't know what was in stock in his particular department, he hung up on me.  Totally amazing. read more

REI overall is irrationally overly priced. Personally, I like a lot of other outdoor stores, many of which are online and local. I will not name them only because I am well, greedy and don't want everyone and their mother crowding my deals. In addition, this particular REI often lacks items in my size in clothing and shoes. My size is what one would consider "average." You would think that they would figure out that average sizes should be more highly stocked. But, that is NOT the case here. Perhaps this is their b.s. tactic around supply and demand. Believe me, it just makes me not want to even enter the store since I will have to inevitably go on a futile treasure hunt to find something I like in my size. They also often lack available dressing rooms. I was in there yesterday for instance, and there were no available dressing rooms. There was a lady keeping her "large" poodle in one dressing room as if it were a kennel. REI should keep a tighter leash on entitled dog owners who use the dressing room as a kennel. In addition, they simply need more rooms, period! Anyway, onto the shoes. The shoe department is often a total sh*t show, especially on the weekends. Do not go to this REI on the weekends expecting adequate service. It is simply not possible to receive such service for an array of reasons: 1. They are understaffed 2. There is not enough space for people to sit on their asses and try on a shoe 3. Unfortunately, you can hear the shoe dept. employees rightfully complaining about how rude customers are. Customers are rude due to the aforementioned issues. However, you would hope that the shoe staff would have the awareness to know that their little back room is not so private. I felt embarrassed for them. It is clear that the staff have a reason to complain about the rude customers but at the same time, the customers have some reason to be irritated with the overall situation (see aforementioned notes). It would be quite humane for REI to work to alleviate this situation on many fronts. To conclude, I only go here if I have a gift card to be spent or am in need of some dehydrated food options. read more