Shout-out to Bill in footwear! He provided tons of knowledge and worked patiently with my girl and me, helping us both find some waterproof hiking boots so we could go out and enjoy the frosty local trails during our holiday trip. Big thanks to Bill and to all the cool folks working at this shop, highly recommended! read more

This is one of my favorite places to shop. Never disappointed and I never walk our without a new goodie to play with. Their staff and goods cant be beat. Five stars always read more

This is not review of the San Francisco store. I had a bad online experience with REI. First of all they seem to have lost my co op membership information. They gave me a number and then when I was checking out another rep. said "sorry that is not yours". I gave up on that after arguing with them a little. It took me an hour to do my shopping. For the chat sessions it takes time to get a rep on line. Then I was told they couldn't guarantee that my item will be in because their system is not alway up to date regarding inventory (there is lag). And if you have a return, you pay yourself. Now this is why people shop at Amazon. Very bad customer service experience. read more

My main plus about this place is Owen, who is a very knowledgeable employee. I actually ran into him outside of REI and he enjoys his job so he talks it up quite a bit. Even though this is a huge corporate store and I prefer the locally owned stores, like Alpine Sports, I know I can come here to buy what I can't find at the other places and get great customer service by people like Owen. read more

We had great customer service (others seem to complain that they did not) and great selection as well. Caught some shoes we wanted on sale and got a $20 gift card to use on future trip. Overall a great experience and a place to shop, cool down on a hot Santa Fe day. read more

REI rocks my pack off! Seriously, they know service and have awesome gear.. The managers were really nice and helped me above and beyond my expectations. Hats off guys, hope you read this... Ps I'm the guy that got the clearance dakine pack. :-) read more

Same as other locations in terms of: pricey but good service and great return policies.

I have been a member for years and travel around the country and visit many stores when in need of gear. This time I was in the southern Colorado and northern New Mexico region and visited the Santa Fe store. First off I was unaware of the new member policies regarding returns which took effect in June of this year. Upon arrival at the customer service desk, I informed them I wanted to return a few items (tent, small pack, jacket, cook set and hydration pack) because I did not want/need them any longer. This had previously been acceptable to REI however the new policies forbid this. Their return policy and friendly service was a main reason I joined REI and enjoyed shopping there. I received neither courteous respect nor service at this store, and was treated with disdain for not having knowledge of their new policies. This store has ruined my REI experience and I am going to point others away from REI from this point on. I did in fact have a legitimate dislike and dissatisfaction with the ReI lookout 40 and when I expressed that to the manager, he questioned my honesty and asked if that was the real reason I wanted to return it. That is a poor customer service move in my book so overall, this Santa Fe store and REI will no longer be e store I shop at. read more

First time customer at this store. Was not exactly a pleasant experience. REI had signs on specific racks posted as sale items for their 4th of July sale. There were many items on these racks that were not sale items. Believe me these items were not placed on the racks mistakenly by customers. Several one of a kind clothing mixed with some clothing on sale. Very confusing. Not impressed with this type of retail practice. Unfortunately I did not discover that one of the items was not the sale item that I anticipated until after the purchase and payment made. I discovered it when I was reading my receipt while standing with my friend while she was purchasing her items. When my friend was finished with her purchase, she had to return a item as well when I told her about my discovery. I asked the sales clerk if I could return the item I purchased as well, she said no, I had to go back to the end of the line. to do the refund. Also another interesting fact. My friend was interested in buying a pair of shorts in another color, that was not available in her size. The clerk said that they have a lot of stock available in the back room. That item was available in their stock room. However she would have to go back to the end of the line and wait until a clerk retrieves the item from the back room. The line had been really long at that time. throughout the day. Not impressed, I will return to the store to return my item and that will be my last visit. We did not have any more time that day because our parking meter was running out. We did let our clerk know that. Did not matter we still had to go back to the end of the line. I was also not impressed by the hard sell that my clerk was imposing on me to become a REI member. read more

They don 't post a return policy. Try returning something without a receipt . They make you fee like a shop lifter.

I went to try shoes with Mother in law. The (5) employees that were standing around talking never once came to help me or my mother in law with shoe selection. I approached them & asked for a particular pair in a particular size. They got (4) different styles. An they just dropped them off didn't come back to check on us, offer us another size, selection. FIVE EMPLOYEES STOOD around talking!! When another customer came along I noticed that the employee brought shoes took them out of box, removed the stuffing, helped them with different sizes, styles etc. All along I was helping my MIA with her shoes. I noted to a employee that they didn't help us like they assisted other customers! I would have bought shoes but @ $100 plus An no assistance I will go else where!!! Rude N inattentive employees an will NOT BE SHOPPING here again for shoes. Don't recommend you do either Amazon has same shoes An even cheaper..or I am sure local stores will have them too. read more

I will never shop at this store again....worst customer service I have ever experienced. My daughter bought my husband a pair of ski pants for Christmas. She did not give my membership number at checkout and she lost the receipt. The size was not correct. We went to exchange them for a different size and because we did not have the receipt they would not let us do a simply even exchange. They said it would mess up the inventory numbers. That is the most ridiculous policy. I could understand if I was trying to get money back but I just wanted a different size. I own a retail store in Santa Fe and a receipt is not necessary to make sure inventory is correct. I can't ever imagine treating my customers like this. I would never recommend this store to anyone in fact it will be quite the opposite. They will never get my business again. read more

Went in to REI in Santa Fe today. The Sale Manager introduced himself, stated hi welcome to my store. We talked about how confusing the new arrangement of the clothing is to me and my friends. I guess the new sales Manager who has been in Santa Fe for a year took this as as insulting starting being coy and disrespectful, and demeaning. I felt my opinions did I not matter. Consumers of Santa Fe, don't go to the Santa Fe REI, instead if you must, go to the Albuquerque REI, where it's better managed. Sorry Santa Fe REI. You have along ways to go when it comes to hiring top notch Managers. I felt alienated and not heard. read more

I am new to New Mexico and was disheartened to read the negative reviews regarding this REI store, but needed a couple of things and, since I'm a member, decided to check things out. I found some of the friendliest and best customer service I have encountered at any REI! I was offered assistance by a very friendly fellow. He knew I was "only" looking for gloves and wasn't a big spender. He treated me like I was shopping for emeralds, himself also trying on every pair he showed me. I strolled through the store, happened on a nice pair of North Face snow boots on sale. The shoe salesman was very helpful, knew that the boots ran small and helped me save $30 on a pair of boots. I don't know why the other reviews have been so negative. Staff turnover? Training? New management? No idea, but I sure had a great experience there today. read more

Today I returned My brand new boots for heat form that I had been told was free when I purchased them in November. A kind person in the back by the bikes referred me over to the expert, David who was busy. I sat to wait my turn; there were a couple of customers ahead of me with David. David began talking to me about my boots. I only wanted the heat form. I skied with them yesterday. They were good. Just thought i should fine tune the right boot a bit. David proceeded to tell me that I had bought the wrong size boots. I knew that I had bought a full size bigger than i measure. Comfort is KEY for me. Anyway I walked out without heat form and paid for $45 inserts after David refused to heat form my boots. What???? I am pissed. I have been a good local customer in this store in Santa Fe. Never been treated so rudely. Lots of nice people work at this store, perhaps they had all opted outside today. read more

The personal service I received at the Santa Fe store from Ash, and then Marshall when I came back, was excellent. They showed me about fitting a backpack, including the different types of backpack, and educated me on the proper way to put it on and take it off read more