The manager is a nightmare. I witnessed frustration and anger towards employees and a customer. I was spending thousands a year at this location on my REI credit card; thousands. I have not used my card or shopped at REI since seeing this behavior. REI, what the hell is going on in your stores? Also, if you post a return policy, honor it. If the co-op disagrees, they would change the policy, right? Stop selling membership based on a return system you fight tooth and nail. Customers find another outfitter. read more

Unbelievable customer service. When you purchase things, you would not have any problem. Problems will come up, when your product is defective and trying to resolve it. It says on the website, for the product defects, if your item has a manufacturing defect in materials or workmanship, you can return it AT ANY TIME, REGARDLESS OF THE PURCHASE DATE. They would not even going to look at the product to verify. They'll just say reach other the customer service or the product company. (Then what's the point of getting things through REI store?) Customer service said that the store manager Porsha and Chris were wrong about this and they should have known about their own product defects policy even if it's after 1 year from the purchase date (Mine was 1 year and 1 month after). Very disappointed about how the store Manager Porsha and Chris treated the long time customers. REI should give them a proper policy training so that they don't just focus on the 1 year satisfaction guarantee and be able to handle more complicated cases. read more

I swung by a few moments ago to return an online purchase. I also decided to look around and was impressed at the amount of items they have from various brands. What I didn't care for was being asked if I needed help two times within a 5 minute period of looking around. I saw a few other Caucasian customers in the store and they were not asked if they needed help. Hmmmm... I ended up buying some travel compression bags but moving forward not in a rush to come back here. I'll leave it to the folks of Northbrook to give them business. Only giving 3 stars because of the size, selection of items. read more

REI - Entrance - Bikes Near Me - Northbrook, Illinois

I am a new REI member and I love the store. This year after shopping around I finally purchased a mountain bike a big purchase for me. The help that I received at REI picking my bike was very informative and I felt confident I was choosing the right bike for me. I also chose REI because they have a number of in person and online bike workshops that will teach you how to take care of the bike. In addition, they have a maintenance shop on site that I already used to install several accessories i.e. kick stand, water bottle and a bell! Recently I also purchased new sneakers after my foot doctor recommended I must invest in better shoes! Again the RIE associate helped me pick the right sneakers for me and he knew immediately that the shoes I wanted run small. I am very happy with my purchases and membership which is totally worth. read more

Girl in shoe department was very very helpful and attentive. Unfortunately they didn't have the ones for me in stock. I also didn't want to pay the membership fee since I don't purchase enough from them. read more

I bought a bike for my son from REI 2 years ago. When I purchased it it was an odd experience because there was a man in there berating/yelling at the woman at the bike counter. To the point security was called. I was surprised there was a security officer on site, and it scared my 1st grade son (at the time). So the sales person and that experience is trauma-seared into my brain. That should have been a warning to me. That same woman sold us a bike that day. It was over $300 but she told us that they have a trade in program and discounted maintenance program too. I believed her and that definitely influenced my decision to buy the pricier bike. Fast forward 2 years, to my son being too tall for this bike, and the chain fell off. We brought it in to trade up-only to be told (by the same exact woman) that no, that program is only for co-op bikes, which this bike is not-and it's always been that way and clearly stated on the website. I asked why she told me it was when I bought it and she said it's not for our bike. I also asked about fixing the chain, to which she said it's a minimum of $140, and because the bike is over 1 year old-there is no discount. So the warning here is to not believe in anything the sales team tells you, because there are enough caveats that will prevent you from actually realizing any of the benefits or value from their programs or deals. Also-be wary of any salesperson that has a dedicated security outfit. My guess is that her poor behavior results in enough disgruntled clients that it is merited. read more

We stopped in because we're in the market for kayaks. They had a few in stock that were on my short list. They greeted us and spent almost an hour with us going over two kayaks even though I told them up front we were just stating our search and would not be purchasing that night. Good selection, we're knowledgeable, and took the time to assist us. read more

Today, I was in search of a men's parka and was lucky enough to receive assistance from Matt. He understood what I was looking for and took time to check for the item in the stockroom. It wasn't my size, but I'll be purchasing it on line if my size is available. How refreshing to receive complete service from a retailer. Matt should be selected to onboard all new employees. His friendliness and willingness to go the extra mile was impressive. Thanks Matt! read more

It has always been a nice store. Recently purchase a pair of shorts that were on their site for $38.63. When pos said $75. Sale price was based on size and color? Should change the name from REI to BAS (bait and switched) Sorry, store should match their online price. read more

The Manager Porsha is so rude and unhelpful. I purchased a pair of Birkenstock Boots at the Vernon Hills location for pick up the next day at the Northbrook location because they had the size I needed. I was told at Vernon Hills they would be ready the next day. I received an email from REI saying it would arrive at the store January 3, it's December 22 today. I immediately called Northbrook to confirm that had the shoes and was told they did and that they had not received the order yet but would put them aside for when they did. My husband and I decided to drive 30 minutes to pick them up that night. That is when the experience went South real quick. The sales associate was very nice and was trying to help me. Somehow something was clicked that it was being pulled from the warehouse. I explained to him that I was told I could pick them up the next day. He called Porsche the manager up. She was completely unhelpful and told me the only solution was to buy these and return the other ones when they came in. I told her I didn't have $192 to buy a second pair and something needed to be done that REI screwed up. She told me she didn't make the mistake and she couldn't do anything. I asked her to call customer service and she basically said yea sure I'll get right on it. While she walked away with my order I called customer service myself. Within five minutes the agent was able to cancel my order and apologized for the inconvenience. I went back to the counter and bought the shoes and asked for my order sheet back from Porscha. When she came back I tried to tell her I called customer service and was able to cancel it--- she cut me off and said"still talking" in an extremely rude tone. I work in management at another retail store and would never treat my customers this way. Porscha has no right being a manager, she is an extremely bad representation of the REI brand. I will be calling corporate tomorrow. I would suggest going to a different REI if you can. read more

I've never had a bad experience here. Everytime I go, the employees greet me and ask if I need help finding anything. Whenever I've needed help, they've shown me to the right area and even helped me pick out which item suited me best. Last time I got a sleeping pad and the employee told me there was going to be a deal soon and to come back when the deal was happening to get the discount. Super sweet employees. And another time I complimented the cashier on an REI pin he had on his shirt and he gave it to me. I wasn't event asking for it but it was so sweet since I collect pins for my bags and such. I totally recommend REI for your outdoors store. read more

Once again this store is the best!! I went to the REI in Chicago on Eastman street yesterday and they stated I needed my REI MasterCard on me to make the return. I came to this REI today, and Matt S. just asked me for my order number in my confirmation email and "pow"! The return is complete. I asked Matt if he needed my REI MasterCard and he said no! This is the store to come shop! Screw the REI at Eastman in Chicago, they need to retrain staff to provide the customer service they provide at the REI at this location. read more

I don't like the way this location downplays the women's clothing section. The women's section here feels smaller than at other locations, and it's definitely smaller than the men's section. I came in early March hoping to see winter coats/parkas on sale, but there wasn't much available. I also have trouble finding pants that fit here, although that complaint applies to all REI locations and to most "outdoor clothing" brands. I am pear-shaped. The pants sold at REI are cut straight down, with very little room and very little curve. This cut doesn't work well for women with hips, thighs, and a booty. We love to travel and be outdoors, too - please start making more clothes for us. read more

I've been a member since the 70s I think. I know back in the day in high school in South Georgia I would pour over the REI catalog looking at backpacks and boots and thinking of the places I would go. Well now REI has stores and you can go there and find all types of camping and outdoor goods and get it today. I picked up some socks today and checked out the camping gear. Not ready to buy, just browsing. There is a large selection of Smartwool gear her, and REI branded wool as well. I like them both. read more

I hadn't been in this REI in a few years and I can't say that I was pleasantly surprised when I went in today. There seemed to be a lot less inventory than there used to be - particularly apparel, and what they did have was all really pricey. There used to be a much wider assortment between the "luxury" and lower end brands, and now it veers almost all towards the luxury (except for the store brand). There was also a lot less of the technical type of gear that I was looking for - my guess is that REI has shifted most of that online, but that didn't help me today. What really surprised me was how sparse the whole store felt. Maybe it's the season (post Xmas)? The store associates were very helpful and cheerful. And they did have the socks that I primarily came in for, so an extra star there for an otherwise unmemorable experience. read more

REI has so many different sporting sections that their selection of goods is decent, but not great. Their merch is also on the pricier side, especially if there's not a sale going on. Still, I have bought everything from my road bike (on clearance!) and a fuel belt to snowboard wax and burton socks from here (30-50% off ski/snowboard gear sale going on RIGHT NOW). Staff member knowledge is spotty. I've talked to associates who helped answer tons of bike questions, but have also been led around the store - the scenic route - supposedly being guided to where all the fuel belts are shelved and then been referred to someone else. read more

Nice broad variety of outdoor clothing, gear and accessories. I attended a bike and maintenance class (free) for women and found it to be extraordinarily helpful. Great service attitude. Some of the clothing had bad fit due to it being made in other countries. read more

Great bike repair service. I never would have guessed they repaired bikes here, but they do. Not only that but their pricing is incredibly fair, they were quick, but most of all their people were professional. Most bike stores want to keep bikes for a week or longer. They turned our 3 bikes around in 1 day and apologized for taking that long. Granted the repairs weren't complicated, it was still greatly appreciated. I will definitely be back. read more

Browsing REI is a part of my weekend routine. They sell the higher end outdoor gear (e.g., Patagonia, SmartWool) so the MSRP aren't budget friendly. However, their clearance selection is updated regularly so it's always worthwhile to take a peek. They also have a ridiculously generous return policy so buyer's remorse is impossible. The product selection is more than adequate for your average outdoor needs. If you've researched a specific item and can't find it in the store, they most likely have it online which they'll ship directly to you for orders greater than $50; otherwise, you can pick it up from the store. Their variety in running gear can't compete with a running store but they've got the basics down. The running accessories (e.g., fuel belts) were recently moved into the cycling section but the running clothes are still in the back in between the kids' and shoe sections. I'm a fan of SmarWool running socks so I stock up whenever they go on sale. The folks who work here are super friendly in a good way. They also have specialists for the areas that require it (e.g., backpacks). I haven't seen the guy who's a hardcore camper in awhile but I bet there are others who are just as knowledgeable. And I love love love how proactive they are with getting additional cashiers when the line gets long. 5 stars for an enjoyable shopping AND checkout experience. read more

REI - Bikes Near Me - Northbrook, Illinois

Me and 3 other people were here shopping looking to get some camping gear. The staff was nice when we walked in and didn't give us attitude about anything but we made our way to the bike section of the store one of us wasn't wearing our mask 100% covering our nose a lady who worked there very rudely said to put it up and didn't ask nicely we pulled up the mask walked away and then she followed us and proceeded to say some nasty things about how we were wearing out masks. I told her she lost all of our business and she said worth it in an extremely rude tone. this is just sad. steer clear if you want to keep your respect intact. read more

REI is one of the few stores with consistently great service throughout the years. This one is not a big store but they always have what I am looking for and everyone is very helpful. read more

Matt helped me find me find the perfect pair of shoes! He was very patient, knowledgeable and even showed me the way a better way to tie my laces. Thank you Matt, I will be coming back for my next pair! read more

I've never had a problem at any REI before, and I do a lot of business there, but I have to vent about this particularly bad experience- especially because it's fairly easily solved. I ran in to buy some new gym shoes. Decided on the one and only pair I tried on, which happened to be on clearance. At the register, the cashier rang up my 3 items but only he could see the screen so I had no idea what was rung up. I had the receipt emailed to me and I waited a while at the store to check the receipt. It had not come by the time I left the store. 10 minutes later the receipt came, I headed straight back to the store as I was not given the clearance price on the shoes I selected. Upon returning an employee kindly went to check the price and she disappeared for a long time. I explained to the clerk that I couldn't wait because I was actually heading out of town and needed to get a move on. I asked him to just do the return. He wasn't able to as the other employee had the box with the tags ... he actually would've been able to do it by just looking up my member #. I continued to wait, periodically repeating that I really had to leave. She finally came back and said that the clearance tag was placed on the wrong shoe, belonged on one that looked very similar. Their mistake that caused me time, energy, gas, frustration. Ok, now I was ready to return the shoe when a customer at the next register engaged my clerk in conversation, they started to converse casually as if neither one had ever heard me say NUMEROUS TIMES that I was in a huge hurry... they had heard, I wasn't quiet about that fact. Frankly, I kind of lost it at that point, expressing my frustration. He did the return. This could have been solved by having screens the customer can see or quickly reviewing the sale. Also, not placing the sale tag on the wrong shoe. Finally, they should've considered giving me the price I saw placed on the shoe- it was their mistake and honestly it wasn't really that discounted. Just now, after reading others' reviews, I was reminded of the poor service/wait time I experienced in a different department on the same day. It seems obvious that management does not check these reviews as I see no responses to any of the reviews nor do I see any improvements in the store. Too bad that they are too arrogant to see what they're doing to their business. read more

Good location of the place with free parking. The site was clean and organized. I came here to look around for new items and I got a few of them. I wasn't offered any help but I think I got what I wanted. The check out was nice and smooth. As for the products, they have been good and I'll keep going to REI. read more

See all

Bad customer service. They treat you unprofessionally. Go somewhere else to save time.

Every now and then I get it in my head that I want a pair of comfortable sporting-type shoes, the better to start walking a lot. (it's been a long, calorie-filled winter). Hence, my trip to REI. I researched the shoe I wanted online first, and REI was the only brick-and-mortar store I could find that had them: the Ahnu Benicia. REI sells them for $85 and they only had brown (the shoe is available in 6-8 different colors, at various online retailers). An affable salesman got them for me to try on (I told him this style requires you to get a half-size bigger than normal). He seemed knowledgeable about the origins of the company, and we also discussed the Bogs line of boots (another brand I want to investigate; REI is the only physical store I'm aware of that carries them). Ended up not buying them here (don't want brown, and I found a pair online for $45). I browsed the clothing section and found a decent selection of casual sportswear. But aside from the clearance rack, it's pretty pricey. Small selection of sports bras, too. I would return, but probably only for merchandise I can't easily find elsewhere. read more

So we called and were put on hold for many many minutes that we had to call back about their sale, comparing with the faster service at the Lincoln Park store. It took us forever (like almost 45 mins) with the GPS showing leading us to all sorts of local roads and nature reserve woods to get to this big block strip mall style REI. Exhausted just to get there with local traffic and misleading only 1 more mile to drive instead of 4 from a street after calling them a couple times. We were also told there would be plenty of inexpensive snowboards to choose from. Turned out most are in 250 to 550 dollars range. And only 2 that I could really try, unfortunately The service from that one guy was not too pleasant as soon as he discovered another couple who's apparently brand new to the snow and was willing to shell out lots of plastic money. Fortunately we found another friendly guy who's helping us on the shoes. Shoes is one thing that you can't really buy online. I have to wear 1 full size up snowboarding boots. My guy did also pick up a great of cross country shoes on sale. This shop is almost chaotic as there are more people shopping here than the one at Lincoln Park. The great thing about REI is that the membership will get 10% back at end of year and it only costs $20. read more

Wed early afternoon shopping at this REI was very pleasant, a true joy to being a member plus I cashed in my dividend, nice. Friendly staff immediately acknowledged me at the door and directed me to the area of my interest. Other staff took over, explained the differences in products per my questions, and at one time radioed to another for an answer. Plenty of products on the shelves instead of directing me to a web site; clean fitting rooms; and I really like the rack outside the fitting rooms for un-purchased items. It helps eliminate any fitting room clutter. Two attendants at the registers w little to no wait. The key for me is acknowledgement as I walk in, while shopping and at the checkout; eye contact and sincere effort to find product, even an alternate product. Great selection of Kuhl products! Thanks read more

Don't let the strip mall madness fool you, this location is small. In fact this REI is probably the smallest one I've ever been to, the one in Lincoln Park is bigger! The selection here is pretty weak and it's only one floor. I've had both excellent and weak customer service the two times I've been here. I would rather shop online than come to this location. read more

If you are looking for the typical REI helpfulness, knowledge, and customer service then you'd better go elsewhere, because it is non-existent here unless you look like you're worth a million dollars. I ended up buying a new Osprey day pack here anyway, because after my first terrible experience here I did my own research online and went back to the store simply to purchase the item. On my first visit, I literally stood in the area where I wanted help selecting an item, looking quizzical, for half an hour. Finally, my husband had to walk around the store looking for someone to help me, and he brought back a sarcastic guy who actually MADE FUN OF ME as he was helping me pick out new trekking poles. When I finally got someone (else) to help me with sleeping bags I ended up being more knowledgeable than he and didn't really get any help from him. I decided to just wait until I got back home to Iowa to buy my items (except the new day pack, which I really wanted right away). Finally, there was a family that one guy was helping for probably over an hour, and as I listened in to his "shpiel" I realized he did not have the best interests of their teenage daughter in mind as he steered them toward equipment that was not appropriate for her, on the more expensive end of the spectrum (especially considering the trip they were purchasing the gear for), and his jokes as a way to establish camaraderie with the family made me cringe. This family definitely looked like they had money, so I can understand why he wanted to cater to them. However, LOTS of people have good money to spend on gear (especially in Northbrook lol) and the demeanor of the sales staff lost them a $319 sale JUST on the sleeping bag that I am now going to purchase from my home store. TLDR; poor service, tacky sales pitches, lack of knowledge of gear among staff. read more

I've been to a lot of REI's across the country and this is, by far, my least favorite one... While the selection is there, the service is seriously lacking. I've also found this to be one of the messiest stores around. I think I'd rather shop online than visit this store. read more

For years I was happy shopper at REI but today, their store manager William, ruined my experience with the brand altogether. When I went to Northbrook store to return, manager William suggested two solutions that didn't meet my satisfaction. He refused to find me solution, instead, he continue to repeat himself like I didn't understand the language. He even said he worked at sales for 15 years which has nothing to do with my return. He refused to find me his manager, saying he is in charge of the Northbrook store and gave me wrong information about consumer service saying they don't open on weekend which isn't true by the way. He was unprofessional with his tone of voice and attitude and instead of hearing my issue, he was encourage me to leave the store with the product that I wanted to return. I hope Northbrook store train their managers so they focus on consumers issue, not ignoring and treating consumer unprofessional and rude. I'm done shopping in person, instead I will stick with online store. Truly unfitted and self centered manager representing good brand. read more

The products they carry are all high quality, but what sets them apart is the knowledgeable staff. I was helped by Paul B., a seasonal park ranger. He knew the shoes so well, it made selecting just the right pair a breeze. What I particularly appreciated was Paul's willingness to assist me even though I walked in two minutes before closing on a Sunday night. He was very patient and even suggested I try on other shoes to get a comparison. I also learned that a lifetime membership there is $20. That got me 10% off my shoes (actually it is a rebate check they send every year). Needless to say, I'll be back. read more

Honestly the most discriminatory experience I've ever had at a REI store.... I live in Chicago and drove all the way to pickup a $800+ bike. The guy that load up my bike was amazing and had a great customer service experience.... on the other side I then went inside the store since I just purchase such an expensive bike to ride in the city and I needed help with locks....I have a very well behaved service dog reason WHY HE IS A SERVICE DOG....and the very first guy I approached Was like "oh we don't have bike locks here" like really?????? I see the wall full of them right there I need help with what's best for me.... then he proceeded to point me out where the locks where after I said I've just seen the wall full of them and walked away....then I'm assuming the manager and asked me if my dog was a service dog or else I needed to leave the store. I said he was and that I was just trying to buy a bike lock but didn't know what to get... she just walked away.... then I grab two locks that look the best I guess and proceed to go checkout and so I can ask the cashier which one she thinks is the best... (clearly it's my first bike so I have no idea...plus don't they work there for a reason? To help customers out or point u out to the best employee that might know the answer?) well she said she didn't know so she called someone else and the same girl that asked me if my dog was a service dog came rolled her eyes at me and was so annoyed I was asking for help... maybe if I'm asking is because I'm new to it???? As common sense it may look I have no idea what I was buying...... I'm so disappointed as I love this company and the only reason I drove all the way here for my bike was because the Chicago location was sold out of it.... never coming back.... read more

Sure, they have a great selection. I happen to love my new hat and gloves. Sure, the customer service was pretty good in light of a sticky situation regarding pricing. But their disorganization on the floor can really leave the impression of bait-n-switch. I picked up a hat on a rack clearly labeled $29.00. The entire rack was the same exact hats so it was in the right place. But apparently the tag was wrong and when I got to the register, they tried to charge me $42!! I called them out on it right away. The manager agreed that it was a mistake on their part and they honored the $29. Same thing happened with my gloves only because there were two racks with the same gloves (one marked correctly, one not) they didn't honor the price. It was only 2 bucks difference so I let it slide because I really wanted/needed the gloves. While finishing ringing me up, the person next to me had a similar situation with one of her items and my cashier rolled her eyes in frustration with the fact that it happened again. I even heard her mutter to the manager something about a lot of products being mislabeled. Seems it is a much larger issue than a few hats moved around. Unfortunately, this is a bit of a deal-breaker for me. When I was zero for two on correct prices, I really wanted to just dump the entire order. I really debated doing it but realized how much I wanted what I'd picked out. Had I not been desperate, they would have lost my business. read more

Got my spinning shoe clips switched out to use a Peleton. The staff was so nice and they put them on for me.

I am a very large fan of the REI company to begin with. I like the Co-Op idea and love the inventory they keep. Definitely proud to be a member. However, when it comes to retail, regardless of a rewards program or great inventory, the most important aspect to me is customer service... Issues inevitably arise at retail stores, but its the nature in which they are resolved that make or break a store. Recently, I had an issue at this location with an in store pick up for an item I had on hold. My wife was provided the wrong merchandise when picking up and was unable to make it back to the store before our scheduled trip. When expressing our frustration with the situation, Kristin, the manager on duty, suggested that she drive towards my wife's work to exchange the sleeping bags. Thanks to Kristin, the issue was ultimately resolved and my wife will now have her new sleeping bag for this weekend. It's this above and beyond customer service that sets retail stores apart from their competitors. Thanks to Kristin for representing REI in a positive light and ensuring our continued business going forward. .....i'm at work so i guess that's why i sounded corporate in this review. whatever. read more

I have been a member for over 20 years. My experience today only reinforces why I love REI. My granddaughter will be going to the BWCA for her first paddling experience. We headed to REI to buy hiking boots and waterproof gear. Peter spent over an hour with us trying on boots and ensuring we found one with no heal slippage that also had adequate toe width. Eureka, he found it. He was overdue for a break, but wasn't taking it until he finished with us. He told Sophie how much he loves the boundary waters and was so excited for her. We were then directed to water proof wear where a sales associate was waiting for us. Five minutes later we had the goods. I rarely write a Yelp review, but we received extraordinary service. Thank You Peter! read more

I have visited this store multiple times and they have been consistently rude with an air of snobbery. This has led me to write a post today because of their lack of customer service. It feels as if the service men/women don't have patience for people who are new to different sports or products. This is really a shame because they would have gotten a lot more of my business had they been more helpful. I've specifically seen this in the Kayak and Bike sections. I've had to wait for an unnecessary amount of time ( during a period where it didn't seem busy) or been made to feel like I'm an idiot when I ask questions about their products. Yet again I'm happy to give my money to LL Bean or shop local. REI please get it together for the sake of your customers. read more

OK, sorry, but comparing REI ( a very long-standing and well-run CO-OP) with WalMart (which, at last count, has 42 class-action lawsuits against them for their employment practices) is just absurd. I have shopped at REI for about 30 years, starting out in Berkeley, CA, where it started. Last year, when my husband was on crutches over the holidays and I had to drive him to one store to do all his shopping, REI is where we went. The staff is good and knowledgeable overall (and there were plenty of them over the holidays, which was nice and not totally expected), the returns policy is as good as it gets, the 10% annual dividends are nice perk (as is lifetime membership for a one-time fee), their free classes and lectures are fun an informative, and the inventory covers a wide range of outdoor sports and activities decently. My only minor complaint in recent years (as noted by some others above) is that the clothing selection seems to be trending towards pricier -- and not always more practical -- items. Case in point: I went to look for long-sleeved base layers, and found one or two styles at under $45, but mostly I found a couple DOZEN styles of cotton t-shirts for MORE than that! $45+ for a cotton t-shirt? Umm.... no thanks; I'll go to Target. That said, they have great outdoor fitness gear -- from socks to binocs -- and they back it up with info and classes. If you're looking for a pair of real gloves that'll keep your fingers from freezing, go to REI (preferably during a sale); if you're looking for a cute cotton t-shirt for your yoga class, go to Target. PS -- They were SUPER nice to my husband, even in the middle of the Christmas rush last year, when he was slow-moving and clumsy on his crutches. That scored bonus points for REI! read more