Even when there is a problem at REI it gets worked out. I have been a member for at least 20 years. I appreciate the garage sale and coupons. Most of my long term gear is from there. I hope their house brand improves - now get outside and go play. read more

I have been to the bike shop twice in the past two months. Unfortunately, the shop experience and service provided were less than great. The first time, I needed to get some cables and housing for a bicycle. I was very specific about getting 4MM SHIFT housing and the correct cables and fittings to make my project complete. I was sold the wrong size housing and fittings by the shop. They unfortunately did not have the time to check what they gave me. They gave me an obsolete 5MM housing, and the wrong fittings. This was not great because I had a bike that needed to be running with the correct parts. So I had to find another solution. I had to get the correct goods from a different LOCAL shop, and I did not feel that I had a great experience for driving over to REI for what was supposed to be the right stuff. Plus I wanted my REI dividend to grow. I had to give them a second chance. Because I wanted to see if I could get the correct service, and parts for my second project. This time I needed some Disc Brake Pads and a Rotor for a bike. I was told that NO One needed to have a rotor as big as I requested... And that there was no way to match my parts. I brought in parts for a Tektro Brake which shares the same Pads as Shimano. However I was left to my own time to look for the parts myself. It was a bummer because I was getting a bike together for my Friends and I needed the correct goods. I had to wait by the counter for more than expected. I was ignored by the other shop members and when confronted by the shop tech, I was greeted with a 'What Do You Want?" Again..I had Zero Hope that I would get the required parts or even a Hello....But here we went. I bought the One part they had in stock, though I suspect that there was more opportunity to bring a polite and productive conversation to the table. None the less...I bought the One part they had and headed to another REI in Chicago to get the rest. However, the fella behind the counter was working on a customers Bike. It was a very good bike. And I overheard the customer complain about bad shifting. I am an experienced mechanic with over 35 years of wrenching to my belt, so I had to politely listen. I listened to this newish sales and mechanic person tell the customer that his bike was fine, and in adjustment. However after listening to the customer complain about his shifting "slipping"... While waiting for someone to help me with my parts needs. I was enjoying the explanation of this mechanic representative to the customer about how he had to lower his power output in order to shift. He told the customer that he had to shift 30 feet before a hill in order to not have a "shift-skip". This is NOT accurate, and I was cringing at the bubbling blather being generated from this fellas mouth. The bikes are built to absolutely undergo stress while shifting uphill. This was not the best advise, as I saw that the bike was mis-adjusted from 8 feet away. I asked very politely and cautiously to help give the customer and mechanic a detail about how to resolve the complaint. They both agreed, as the customer did not seem to believe the employee....I knew it was not the right advise. And so I gave the attention to detail that was not noticed by the employee. The B-Tension was way off....by nearly an inch or 25.4mm. I had pointed that the top pulley of the Rear Derailleur was too far from the cogs in the rear. Thus the chain did not have enough "grip" on the rear cogs to initiate the correct shift clearances and adjustments. The chain only had about 30% of engagement. I advised the customer and tech that the B-Tension was Way off, and the solution would be to adjust the rear derailurer into the correct adjustment by loosening the B-Tension fitting to the correct the adjustment to properly let the chain sit closer to the cogs. This is critical for correct shifting and engagement to make the shifting system work correctly. The customer was Delighted, as I did state that I am also an experienced mechanic. And I was noting the problem that was obvious. Then...the mechanic started giving back an attitude....He put the bike back in the stand, and started giving excuses and the wrong adivise to the customer. I had what I needed from REI and so I left. However, I told the customer to NOT leave without getting the B-Tension adjustment corrected into the factory setting. Not 25mm- But closer to 1-3 mm depending on the bike and other factors including clearance for each situation. The mechanic was not helping, and became "Whiny-Sensitive" after my attempts to add some Value and Experience to Both. I purchased what I needed from REI, but to be Honest...The Staff is Severely Under Trained. The ability to fix a BIKE is pretty easy if you follow the training and methods in order to make everything sing correctly together. However...REI has not figured out how to make this work. read more

Great selection and friendly staff. They have clearance sections throughout the store. My biggest complaint about this location is the parking lot. read more

I have had mixed experiences here.. Usually pretty good.. And I have done a lot of business here, and am a sterling customer. However; I have had repetitive very poor, surly, and condesending customer service here more than once. I dont appreciate being spoken down to or experiencing flippant remarks. The one lady employee, I actually observed on a previous visit (though I was not dealing with her this time), anyway same lady employee was very combative with another customer. I just looked, observed, walked away and shook my head. On my last visit I had the unfortunate displeasure of being served by the aforementioned, and I went in to it open mind; and she was very condesending and rude to me. Like I said; sometimes in there everything goes smooth, but if you get the wrong help, they really suffer in knowing how to provide good customer service. There are a couple employees like this that fit this experience for customers... (I encourage you to look at other low reviews - they have experienced similar) One shouldnt dread going to Rei to spend money. read more

Went to get bouldering shoes- have not been able to find them at any other store in the area. Was helped by Melissa who was really helpful and ended up with a pair I'm really excited about! I also saw they had some second hand options which is cool. They have a Little Rock to try them out too read more

Easy to get to and convenient parking. Everyone who works there is friendly and prices are fair. They have a nice selection of clothes and gear to fit any outdoor activity. read more

Bethany at REI was knowledgeable, professional and a huge help. I brought in my Gregory backpack that I had bought at this store 5 years ago. It just never seemed to fit me well. I went to REI to have someone who knew backpacks to help me know if it was possible to adjust this pack so it wouldn't be so uncomfortable or whether I should get a different size or brand. After listening to me and observing how the pack fit on me, Bethany repacked my pack and readjusted some of the readjustable features. I made several trips around the store. I left with my pack feeling like it was " my" pack and that it and I are ready to go. Thank you REI and Bethany. Jane read more

REI - Bikes Near Me - Oakbrook Terrace, Illinois

First time at this store. Kind of like a higher end Eddie Bauer. Store was clean and the employees were really helpful. Made my day when 2 employees complimented my shoes read more

Just had a bad experience at REI. I came here on a friend's recommendation to get fitted and purchase a pair of ski boots (not a small purchase...probably $600+). I sat in the ski boot fitting area for over an hour. When I got there the gentleman in the green vest was helping another person, so I sat down to wait my turn. After he helped this person, he proceeded to go to the bike/ski desk and help customer after customer while I just sat there...waiting/expecting he'd acknowledge me...or "be right with you"...or that he'd call someone over. Nope. I just sat there patiently for over an hour until I simply walked. You're probably wondering why I didn't say something or get someone...but I was sitting 20 feet from the desk. He (and the girl from the bike shop) saw me and made eye contact multiple times. It was pretty obvious I needed some assistance. You would think that over the course of an hour, some customer service gesture would be made. Nope. I'll never be back. read more

On 3/11/2024 I purchased a pair of Hoka - Ora recovery Flip-Flops online from REI. Cost $60. They were delivered on 3/18/2024. A few days ago I realized they had a defective element to them. I took my receipt and the Flip-Flops to REI. They would not exchange the item since it was 7 days past the 90 day return policy - actually 90 days from the time I received them. If I was a member they would have taken them back. Evidently I have to pay $30 to be treated fairly. The manager said if they were not dirty on the bottom he would take them back, which makes no sense because they were defective and could not be resold. Not likely to spend any more money with REI. read more

REI - Hoka Flip-Flops. - Bikes Near Me - Oakbrook Terrace, Illinois

Okay here I am again professing my love for REI. The customer service here is just hands down the best so I had to write another review. My husband and my goal is to visit every National park. Dreaming too big? Eh, maybe in the current COVID world, but once we're able to travel and explore more, challenge accepted. Any-hoo, I bought a pair of Oboz hiking boots at the end of last year, as a recommendation from one of their staff. For the hikes we were going on, this was a solid options. The problem? My left foot is wider than my right so not even 10 miles in with these boots, my left foot was really sore from the constant rubbing from the boot and I was really bummed out about it. Fast forward to this week, I went in and I explained the situation to Dominic, who was helping in the shoe dept. He was an incredible listener and had such positive energy. He provided all the suggestions he could possibly think of and I really appreciated that! Best part? I ended up finding THE ones to exchange for. Once I put on the La Sportiva waterproof hiking boots, I didn't want to take them off. They were available in a wide and the cushion/support felt incredible. I've worn them for a few miles already and I really can't recommend them enough. It snowed here so I was also able to test out the waterproofing/warmth and they surpassed my expectations. Thank you Dominic!!! Also, shoutout to Nancy. She's helped my husband and I multiple times when we've shopped and I can't say enough how wonderful it is to have staff helping you that truly care and want to listen. Keep it up team REI! read more

REI - Pupper checking them out lol - Bikes Near Me - Oakbrook Terrace, Illinois

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REI, you truly disappointed me today. I was enticed by your online presence only to be disappointed when entering your brick and mortar store. I was looking for a specific PFD that you had in stock, tried it on and had questions only to be ignored by the staff. It's an amazing experience to have sales staff look straight at you, only to be ignored. I even looked in a mirror to make sure I had a reflection, because the way I was treated made me feel like a ghost . After leaving your location I drove thirty plus miles to Rocktown Adventures in Aurora and purchased a new NRS PFD. read more

REI - Bikes Near Me - Oakbrook Terrace, Illinois

I love REI, they carry great products and have great customer service. They can get really backed up when their big sales happen but that is understandable. Kit was amazing helping me do some returns recently, thanks so much Oakbrook REI team! read more

If I could live here I would. I love this rei in particular after visiting some of the other locations. The staff is always very friendly and helpful. They all seem to be interested and know about outdoor activities which isn't always the case at stores. To go into the store and not buy something would be an amazing feat. They always have great selection of sizes and sales. Better than any other location. My boyfriend bought the rei membership and it is the best $20 spent. Every year we get money back which promptly goes back to buying things. We love to hike and are accruing items to camp so this is the place for us. The return policy is great and makes buying things a lot less stressful if you're unsure. The option to buy used gear online is something more companies should offer. It keeps clothing and other items out of the landfills and gives item a second chance. It's also a really affordable way to buy big ticket items at a cheaper price. read more

Rarely do I write a bad review. So this is one of those rare occasions. They had me sign in to get shoes so I did. Then they realized that the shoes I wanted were for bikes and that's a "different" spot in the store so I didn't have to sign up. No big deal. I do get annoyed when you offer to send someone over to help us and we wait forever for someone to show up but ever does. Plus, there was someone else waiting before I got to the shoes so who knows how long that person was waiting. I just now see him walking out empty handed too. You get 2 extra stars for being nice and greeting me at the door. That is worth something. read more

Mary and Genene were absolutely outstanding!! Very informative and helpful my 3 years was being a real pain in my butt and they were playing with him and entertaining him the best they could :) I was running them back and forth to get different sizes and they were extremely happy to do it. If I could have tipped them I would !!!! If you are looking for 2 woman who know their stuff it's definitely them. Will absolutely be back !!!! read more

Why do they make you feel like you are in the wrong when you are returning damaged merchandise? This store needs some help in customer service. I went to return two Hydro Flask bottles online - they were delivered dented and scratched up. When I stated that was why I was returning, the older woman behind the counter was incredulous that they delivered that way. Then she proceeded to ask if I used them. No. The labels around the belly and the price tag underneath were clearly attached in great condition. Wouldn't I wash this first if I used it???? Then she opened the bottle and smelled the inside. We are in the middle of a pandemic...who does that right now???? The bottles were under one Order #. I assumed she returned both bottles in ONE transaction. NO. She had to scan them separately... AND THEN asked all the questions she had in the beginning...even opened up the damn bottle to smell inside again. I was already incredibly annoyed, but I bit my lip because I was going to be late to my dinner reservation and just needed to get the hell out of there. While I was waiting, the guy next to me returned an air mattress. The girl asked him what was wrong and he replied that there was a leak. "Do you know where?" Right, like the guy was going to search the entire thing for a tiny crack. Ridiculous. REI - I think you either need to have some conversations with some of your employees like Marie or just maybe hire some competent people behind your registers. read more

It's a bit hard to find this place: somewhat easy to blow by it on the road, and then parking is in the rear. But if you do, you're rewarded with a motherlode of outdoor equipment, way more than a citified indoor enthusiast like me could ever find use for. We were on the hunt for backpacks, and unfortunately they weren't in one place, but rather sprinkled over about half of the store, I suppose so you will browse other things too. They were also mixed up with hydration packs, so it would have been nice if they were separated. There is also camping gear, bikes, clothing and shoes (even for the tiny camper in your life), hats, swim wear, and more. It's all pretty wicked expensive, though someone I know who is a member said you can earn 10% back on purchases with their membership. I guess it depends on how often you shop there to see if it would be worth it. Overall, nothing I would regularly need here, but a fun browse for outdoor inspiration. read more

G is an AMAZING boot fitter with enough ski knowledge to assist anyone and my favorite to see at the store but the gentleman in the department are all pretty awesome since we've met many times over the years. Ron also super thorough for the family's ski tunes and explaining awesome upgrades for bindings, hot wax etc. We will immediately be bringing back our brand new snowboard to have REI serviced it too. Anyways while I was waiting for a short while I was blown away by the knowledge Joe had in snowshoeing. I believe Ron and perhaps Joe were the team of gentleman that installed my rooftop box and bike rack on my Jeep in 2018. I worked for over 20 years so I really appreciate good service pretty much all of my disposable income goes to skiing and REI Oakbrook gets all my outdoor gear purchases and handles my ski tunes I do not care to do because of the trustworthy service at your Oak Brook. It's nice to see a familiar face and to have them remember the family. Thanks Oak Brook from making me feel safe shopping without sacrificing personal service and having EVERYTHING in stock even during these unusual times REI has many safety checks in place behind the scenes and treat all custies just great. -Ms Joanie M read more

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Been coming to this location since the doors opened and a rock wall adorned the middle of the store. Yeah, they're on the pricy side..but they carry a good deal of unique brands that you can't find elsewhere. As an alternative, REI's house brand is reasonably priced. If you do decide to spend make sure you get a membership card. Not sure on the rate, but they track your purchases and cut you a rebate card valid for purchases. Think it's usually around 2.5%..which is better than a sharp stick in the eye. read more

REI - REI's geodetic survey marker outside the front doors. - Bikes Near Me - Oakbrook Terrace, Illinois

I came in with my mother with a list of gear I need for an outward bound trip. My mother and I are avid Outdoors people, but this trip was a little more than either of us were used to! However we were approached by a wonderfully knowledgeable employee named Patty! She helped us with my boots which was a long ordeal to find the right pair, however it was well worth it as my new boots are extremely comfortable! Her patients for us was impressive! We ran into her in our next visit only this time for pants, and she knew a lot about the product and went out of her way to be as helpful as she could be. Great store Friendly, knowledgeable staff Very good selection of products read more

REI - Bikes Near Me - Oakbrook Terrace, Illinois

The absolute worst customer service! REI, I've been a customer for decades, this store needs a training refresh. Went into the store today based on the guidance of the national customer service line to speak about a product quality issue. Was gifted a tent a few years ago that we've used maximum 3-4 times and have always kept in our basement (a cool, dry, even temperatured place). Took the tent out for a camping trip and the elastic chords in the piles are completely gone and the tent is unusable. This shouldn't happen. The national customer service agent told me they make return/exchange exceptions for quality issue and to take it to a store so they can investigate-- so that's what I did. When I got to the Oakbrook store, they wanted nothing to do with me. Both the employee and the manager just shooed me away saying they couldn't do anything as it was outside the year and could obviously care less when I told them that I was directed to them by national customer service. They were rude and completely against every value I have ever experienced at REI in the past. I have been a Co-Op member for 19 years. My extended family is all members. We spending thousands at REI annually. I walked out of that store and never will set foot in it again. REI, I know there's a labor shortage, but you need to get a handle on that. read more

I went to the oakbrook store today to return a $50 sea to summit pillow that I used for a week and it started leaking. Went to return it and the cashier told me that I used it and he could not refund me. I told him that I was well within the year period of your refund policy. His response was you used it and therefore no refund. I told him that's not your policy, he said he was sorry. I looked at him and said ok I will never purchase another item from REI again and he said ok. Went home and bought the pillow from Amazon along with another $300 of stuff I was going to buy at REI. REI you lost a very good customer. Go Amazon. read more

I can't believe they closed the Schaumburg location! This is the closest to my house which is now further. Please open another location for the Northwest burbs. As for this location, our family has enjoyed the service and friendly staff. Everyone was knowledgeable and quick to help. Helps when you have little ones starting new sports . Thanks REI. read more

I have shopped at REI for many years and never had an issue. Today I received such disrespectful service at their oak brook location. One staff member in particular treated me with such disrespect and had the biggest attitude towards me when I was asking questions. It caused me to turn around and walk right out of the store after having multiple hiking/camping items ready to purchase. I will never be shopping at this REI ever again. I will also be looking to go to REI competitors from here on out due to the disrespect their management clearly allows there staff to show towards there customers. If I could give Zero stars I would. Staff needs to be trained better in customer service and respect as a human being. read more

Came hoping to buy some shock cord I saw online to fix some poles for a 20 year old tent. Associate on the floor was unsure if item was carried in store and went to ask. During that time, I saw a sign indicating cord and other camping hardware might be found at shop desk (near cycling). I was greeted by two employees behind the desk that examined my poles and went to get the cord. Before cutting cord to desired length, they checked to make sure it was correct diameter. They determined that although the cord would fit through the poles, the diameter was too large to be able to disassemble the poles. They went on to discuss various ways to fix the poles myself as well as suggesting an alternative source for a complete affordable repair and gave me the info. They saved me from wasting money and time trying to fix the poles with inappropriate shock cord. read more

Felt like I was interrupting the shoe department guy and his phone call. Was treated dismissively about a product inquiry. 1/2 the staff were on their phones at this location. I was one of 4 customers in the store and the only customer in the shoe area. Sorry to be such a bother folks. I have managed numerous retail and production environments. I would have fired these jokers on the spot. I have found the product I sought on line. Done with this place. read more

Amazing selection of stuff here but it's nothing crazy expansive that another store could not, would not or does not carry. Prices are competitive so overall convenience is there. However, the staff here is sincerely lacking on: 1. Basic knowledge of items being sold in store 2. Customer service and rapport 3. Knowledge on how to retain existing customers It is a shame since they could clearly dominate this area demographically but they apparently seem to turn a blind away away from how their profits are made. Their time is limited especially during this day and age for this type of business model and the selections/products/services they offer. read more

The store manager really needs to have a conversation with some store employees about how to speak with customers. I bought nearly a thousand dollars worth of gear for a camping trip. Most of it worked great, but one item did not. I brought it back to take advantage of REI's 100% satisfaction guarantee and the girl behind the counter treated me like I was trying to con the store. It's really not cool to treat faithful customers like this. There are too many options and if I can get the same quality gear without the nastiness, I will gladly take my business elsewhere. I never really looked before because I have usually been satisfied with REI, but I will start to look after this unpleasant experience. read more

I never go to places like this, but my North Face winter coat of 9 years is finally busted and I need a new coat ASAP. Winter is coming very soon! I stopped in last night, and it seems to be a very nice store. We were confused at first - the entrance is way around back. They didn't have my size in a coat I liked, but a nice employee offered to order it for me. She told me all about the membership for $20, where you get 20% off coupons at certain times during the year. This was one of those times. If I were to pay the membership fee of $20, I'd save $40 on my jacket. (I ended up getting the coat from a website and got an even better discount - sorry REI!). I would have gotten it from REI had I not checked out coats online the next day. If you're an outdoorsy person...this is a great little place for you. By no means is it big like Bass Pro Shops, but they have a variety of products to suit all your needs. read more

I always have a great experience here. One time a rep gave me a free box of Clif bars when I said I was going on a long road trip. Most recently, Cara (unsure of spelling) was extremely helpful when I needed to do an order cancellation--seriously, even the brief encounter over the phone made me feel so valued as a customer. Prior to that, the guy in the sleeping bag department was able to help me choose a good bag when my first choice wasn't available in-store. Didn't catch his name, but he was helpful on the phone earlier in the afternoon then remembered me when I came in to buy it in person about an hour before closing on Saturday, April 10th. Bravo to this whole team; I live in the city but I love coming here. read more

M is planning to climb Mount Kilimanjaro early 2012 and wants clothing and equipment to aid her journey. What the heck do I know about that?! Enter REI. The parking lot is actually behind the store, which gives a deceitful look of idleness when approaching from 22nd Street. Today (a couple of weeks before Christmas), I had to circle the entire lot (up and down every isle) before finding a place to park. If the parking situation wasn't already enough to overwhelm me, entering the store sent a waive of ferklept feelings through my core. I'll readily admit to being bourgeois and know nothing about climbing a mountain, much less one in Africa. Although I easily recognized the North Face brand, I didn't know what was necessary for M's trek. I was fortunate enough to stumble into a friendly, gentleman employee who instantly knew what I should buy. He explained that the author of a book about climbing Kilimanjaro spoke at their store! He walked me around his department and helped me select a headlamp, water purification tablets, and appropriate socks. He showed me these coverings for your shoes and lower pants that will help M navigate through scratchy brush, and even slipped them on over his own foot in demonstration! I was delighted. My new gentleman friend didn't know much about clothing though. I wandered over to that section next and internally sobbed at his loss. I couldn't tell the difference between the men and women's sections. I didn't know what shirts or pants were appropriate. I found a lady to help me, but she wasn't nearly as much help as that other guy. She vaguely pointed out some shirts, but didn't directly tell me what to buy and why like my friend did. Check out was very quick, especially considering the packed parking lot and proximity to Christmas. The lady who rang up my items gave me a gift receipt and even took down M's phone number to apply the purchase to her REI account. That allows her to get cash back or cash rewards for nearly everything I bought! That made me feel über generous because M was getting REI merchandise à la moi as well as extra money for later! read more

My dad always says, "It's not that the weather is bad, it's that you don't know how to dress for it". And you know what? Father knows best. When I was evaluating my outerwear to see if I had what it would take to keep me warm outside at the various outdoor sporting events I attend, I found many fashionable, yet impractical, winter coats in my closet. Enter REI. I walked in, told the salesperson my dilemma (I needed to be able to sit outside in January weather for 3 hours and not get cold) and he went to work. It is obviously all about layers and not those huge bulky layers that keep you from bending your elbows (reminiscent of my winter snowsuit when I was 5). REI carries all the expected brands (North Face is a biggy) of coats, and hats, gloves and pants, underwear, outerwear, boots, hiking shoes, backpacks, wicking fabrics and just about anything else you might need in the "Great White North" that we call home. He not only got me set up with all the prerequisite layers- but then offered other suggestions such as get my feet off the concrete at sporting events (bring a piece of cardboard to put under my feet), bring a scarf big enough to double as a lap robe (pashmina) and cover your head. I am never going to be the girl who loves the outdoors in the Winter. A hot cup of tea and a crackling fire are more my speed. But with the help of REI, at least when I have to look like I am enjoying myself in the great outdoors (Bears games, anyone?) I now have the "practical" clothing in my closet that would certainly make my dad proud! read more

Gee and Melissa from Skies and bikes are awesome! They are the bomb! Great service and knowledge!

I started on a minor restoration on a nice vintage Bianchi and brought it to the bike repair section. The day after they put on a new inner tube and tires I brought in, I came back for a very minor break adjustment; the 2 older guys there had adjusted it before and the brakes were rubbing on the wheel when I was riding. A different employee then took the bike to do a quick adjustment. As he took the bike to the back room, he was in a hurry and swung the bike around to turn into the room and slammed the left pedal hard into the metal edge of the door. I had just bought new discontinued $80 powder coated Bianchi pedals I tracked down on ebay to match the celeste green color as part of the restoration; I had ridden the bike briefly 2 times with the new pedals installed. He then disappeared for 15 minutes; at this point I just wanted my bike out of there. When he brought the bike out the brakes were the same, which he stated, and he said the springs were shot; a different bike place told me the same thing until the 2 older guys here who adjusted it said they were more or less ok. The employee began ringing me up and didn't charge me presumably since he didn't really fix anything, and/or because he hit the bike against the door. I took a look at the pedals and there was a nice chip in the powder coat from him hitting the pedal against the door. After coming home I noticed a scrape running the full length of the end section of the pedal. Based on previous experience, I didn't see how much of a positive result could come from bringing up what happened, but I finally gave up and came in on a day off on 10/15/20. I talked to Ron, one of the older guys who seemed helpful up to this point and told him what happened. He immediately beame defensive and said, "Ok?! So?! What do you want us to do about it?!" (!)... "I mean.. it's a PEDAL!"... "We can't just replace your bike because we don't sell Bianchis here". I was totally baffled by how rude he was, and I finally just suggested a possible discount since he asked me what I wanted from them. I told Ron that the other technician who hit my bike had looked at the brakes, they weren't adjustable etc, that he had told me the springs were going bad, and that he rang it up as $11 but didn't charge me since it wasn't adjustable. Ron then stated, "Ok. Soooo.. You got $11 worth of service for free and now you're coming back for more free stuff?? Is that it?!" and glared at me waiting for me to answer (Wth!!!?). In the end, after his sarcasm and BS I simply suggested he just ask the guy who bumped it and the manager who saw it if they remember it (a manager had been standing at the end of the bike area and saw the employee hit the bike but didn't say anything at the time). He flippantly threw up his hands and said he'll talk the manager about what they might be able to do. I would NEVER talk to someone the way Ron had talked to me, customer or not. That evening I got an email from Ron's personal email account (wth? why?) telling me he will bring it up with the store manager and to "Feel free to call me or reach out by email." (?!?) No way could he possibly be sincere or serious. In the end, "Free stuff" or not, there are plenty of other shops to go where where they don't damage your bike and then a grumpy old man slings dumb comments, sarcasm, and tries to treat you like s*** just for bringing it up that they had damaged it in the first place. The damage issue was bad enough, but the customer service was beyond HORRIBLE. I unfortunately discovered this place under 2 months ago. I absolutely regret giving them my business. Avoid the problems and take your bike somewhere else. read more

This place is pretty amazing. And rather overwhelming for someone who isn't really into the outdoors thing. Seems like they've got just about anything and everything you could need for your outdoors experience of choice. The staff is very friendly and helpful, but the only complaint I would have is that they are REALLY on the ball about trying to get you to join their Co-op. I suppose it's a helpful tool if you're actually going to shop there, but I felt a little pestered by the fact that every employee I came in contact with was trying to suggest it to me. read more

REI is extremely on top of it when it comes to covid precautions. I felt extremely safe & the store was very clean.

On 8/4 I waited for a total of 20 min at the bike/ski repair counter, then returned after 2 customers were gone. I waited another 10-15 min as the workers were 'busy' in front of a register and the other tightening lugs on the bike. Neither attempted eye contact or said I'll be with you in a minute. I was invisible to them both right in front of them. I shook my head and left and they lost a loyal REI customer who just spend $200 on clothing! All I had was a simple question and CC Ski's and when did they expect boots to be in the store. I will take my business to a reputable ski shop NOT REI read more

My daughter and I visited many store on the traditional Boxing Day. Stores were generally quieter than usual but took care of the returns and welcomed us. We shopped a bit at big stores; Michaels, Macys and Best Buy. Our only request in these stores was 'wear a mask.' Then REI. A line outside is the first sign we are in a different terrain. December 26 requiring waiting outside, counting heads and signing up on an app. I already felt unappreciated and took me out of the shopping mood. Finally, our turn! So exciting! we were "allowed" in. My daughter had a backpack she was returning from shopping online and said, "Maybe I'll buy some shoes with return." Our extended family lives in Tennessee and Montana, so we frequent outdoors and love hiking. The shoe department was roped off. Lines, ropes and badly organized attempts were in most departments to keep us distant made it virtually impossible to shop. This insulted me at my base level. Treating us like chattel, just because you can? Instead of shopping we immediately sought the refund desk, which also was badly roped off. This disorganized organization of a company that is marketed to the Great Outdoors. Rather ironic! I will never step foot in this store again, nor purchase anything from this retailer. We drove past Dicks. No lines outside. If you wanted to "protect us from ourselves" you could have put up a return tent outside. I know you wanted foot traffic through your store, but that cost 2 customers for life. Bad move! Just because this store is in the land of Liberal JB Pritzker does not excuse this. There are millions of us that know the truth, and wish to live free. read more

Like REI but stopped in Willow brook for anniversary sale. Was packed. Good selection. Found some Kuhl shorts and convertible pants I wanted - pants ran longer than inseem length stated and could not have altered due to zippers. But reason for 2stars is because the shorts had a $75 price sticker over originally priced item - actually 3 stickers - looked like it was reduced- but actually the price was increased from $70-$75 so I guess REI increases the sticker price of their original clothing to give you a discount read more