The staff that are there are helpful and caring. However, the times we have been there they have been understaffed, seemingly not the fault of anyone actually on the floor. Maybe the sheer physical size of the store contributes to this. Yet, despite the larger footprint than the old Mountain View location off 101, the selection seems worse here than it was there, both for gear and for clothing. For example, fewer choices of bike lights, very few kites, weak selection of men's pants. Add to that REI's clawing back of decades old consumer-friendly policies in recent years and this has become an average big box store drag rather than the convenient and high quality experience I had back in the Mountain View location. Again, none of this is the fault of the very helpful employees. read more

Sigh I can't believe I am having to do this after being a member for years. Walked in ready to throw down money for new gear. Staff 1: ignores me while helping another person even though I was there for a long time looking and choosing items. Did not ask if I need help after he finished w other customer, walked away. Staff 2: ask simple question and about to check out and and to get an item... get snarky answer. Result: walked out. Like big store. Miss old MTV location. Parking not great. read more

beautiful new-ish store in sunnyvale...i believe they opened in october/november last year? i've been here twice, and each time i've been, i feel like i'm in an adult toys r' us or lego-land! this store is massive, but the layout is quite nice, with all the camping gear on one side, women's clothing towards the back, and nutrition in the middle. restrooms are in the rear of the store and well-maintained. i attended a run hosted by rei & barc (bay area run crew) last week and really enjoyed the experience. they had set up a tent outside with water and product samples post-run and even had some raffle prizes. the staff were all so nice and welcoming. i hope they host more events in the future! there's plenty of parking to the front and side of the store, and i've never had a problem, even though I came at peak shopping hours on both visits. located in the heart of sunnyvale, a mile south of downtown, equally convenient to either 280 or 101 freeways. read more

Rude Karen on register( skinny, blonde, hair pulled back, worst attitude). Awful service, awful person. It's such a shame but I would avoid this REI. Never coming back here again even though I've been a member for years and spent hundreds of $$$. read more

Service was a bit lacking on the floor. Hunted around for awhile for help. Gave up and finally found what I was looking for. Value was ok. They had everything I needed for backpacking supplies read more

Got a two pairs of shoes, and Michael and Alan (I think it was Alan, might have gotten that name wrong) were super friendly, knowledgeable and helpful. Thanks so much guys. read more

Went to buy a beanie. A tall white male with brown hair assisted me at the counter. I asked if they had a Patagonia beanie. They did but would have to order. It is a replacement beanie so I knew what I had paid at Patagonia online store for it: $19. REI was selling it for $29. I asked if they price matched. He said yes REI does do that to stay competitive. I asked if this beanie would be price matched. He said no. I asked why. He said because not all items are priced matched. So I said I guess they don't stay competitive. Anyways, I could tell he was just there for a pay check. So I called the REI customer service and they told me REI does not price match at all. What kind of dodgy business practice is this!?!? read more

This review is for Robb at the bike shop. We've had a few issues with my bike and he is always super helpful, friendly and just an overall stellar dude. He has taught me a few things about tuning up a bike and I'm so glad he works at REI Sunnyvale. He is a true asset to the team and I'm always so happy to see when he's at the bike shop! read more

Was told ski tune up would be done by the weekend they were not done. Do not trust them with any ski tune up or board services.

Had a great experience today! Francis-- a worker-- was very patient with my mom and I and offered great advice and recommendations for comfortable running shoes. He truly went above and beyond to make sure our needs/wants were met. I truly appreciate his kind tone and patient nature. Very supportive! read more

REI Sunnyvale CA - We had 'another' great shopping experience at REI. The only store to buy anything for outdoors. What made this visit was Andy - He listened to me (Sara) rambling about what Sleeping Bag I want. I gave my 'old' Marmot to my grandson. It didn't suit my needs. Andy listened-brought out two bags- the first one was good the second one was great. I was dreading trying to find a new sleeping bag - I bought my Marmot here - and it just didn't work. I now am the Proud owner of a NEMO Disco 15- Big thanks to Andy - read more

We walked into REI to buy some ski boots for the winter season and we asked for help in choosing. The staff did a great job in measuring our foot size (It's more nuance), was patient, friendly, knowledgeable and they spent over an hour with us finding and making sure we had the right fit. Ski boots are one of those items I recommend you need to try in person (bring snow/hike socks) due to a number of factors, instead of guessing and buying online. Hopefully you'll meet the same team and they aren't overloaded. Will definitely be back to checkout the other outdoorsy items. read more

Obnoxiously pushy when they find you don't have a membership, made me less interested in purchasing one. This is directed at REI leadership, not employees who are instructed to sell them aggressively. read more

The worst REI store. Horrible customer service in shoes department. Weird store set up . I personally loved REI in Mountain View but it gone. Overpriced-$19 for socks. read more

I'm a huge fan of REI, but would recommend steering clear of this store if there is another one nearby (San Carlos is great). The layout is horrible, especially for clothing. Everything is mixed together in the center of the store, with no clear organization by sport, brand, season, clothing type, or gender. Save yourself the hassle and drive 15 more minutes to a different location, you'll get the time back navigating a store layout that actually makes sense. read more

I ordered an item online and came to pick up. Apparently the item I ordered was completely out of stock everywhere, yet my order was able to go through the system, be "delivered", and marked for pickup which boggles my mind. I drove all the way to the store, waited 20+ min in line to pick up, and then another 30+ min for them just looking around aimlessly. I understand that there's nothing the employees can do at this point, but I basically wasted gas and an hour and a half of my life for nothing. REI needs to do better. It's totally unacceptable. read more

I had an amazing experience purchasing a bike. A manager named Jenny spent a ton of time with me, and was incredibly knowledgeable. She helped me pick a great bike. I am a beginner, and she was super patient and explained how everything works, and what to look for. I really appreciated her taking the time to explain the different components to me. All of the people working at the bike shop were super friendly, and helped set everything up. They let me go on a bunch of test rides so I felt comfortable with my purchase. They stayed late to get the bike ready for purchase which I really appreciated. I drove 30 minutes to get to the store, so I'm really grateful they were able to get it ready the same day. Everyone here was so nice. I will definitely be coming to this REI from now on! read more

Very poor selection of bike stuff. They don't seem to keep their inventory up to par comparatively speaking

REI Sunnyvale, CA. Grand Opening, Halloween 2021. What a rush job! Store staff did not know where anything was, outside their tiny products area. Ask the Manager?! The manager was useless! A dumpy, dark store full of untrained, unprepared and uninformed people who are very short on people skills. This store is incomplete in staffing and product stock, as well as needing major customer service and satisfaction training! Better to wait until next year for this circus tent! read more

They are taking over the old Toy R Us location. It is so much bigger than their Mountain View location. A lot of cool gadgets. read more

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They have the most ridiculous set up. I ordered something online and paid for it but had to wait in the line that reached all the way to the back of the store just to pick it up. I had already paid and just needed to grab it. What's the point of buying online for pickup if I have to wait half an hour in line? read more

Been waiting here for an hour to return a bike and there's two people working at the bike shop. Everyone waiting in line is complaining but they don't move any of the cashiers/customer service reps who have zero lines over. Doesn't seem to make sense. Spoke with a customer service gentlemen and he's like too bad. Great service not sure I would ever come back read more

I have skied for 50+ years. I recently got a new pair of skis without a binding. I went to REI to buy a binding and have it mounted. However, the store technician refused to mount the binding as my boots had a 1/2-millimeter wear and tear. I bought these boots about two years ago and used them about 20 times. The technician confirmed that any ski rental place would give me a pair of skis with these boots. I asked if I could sign any responsibility waiver but with no luck. I also brought my old pair of ski boots. The wear and tear were deemed to be OK, but they were 2 millimeters too wide. No luck to get the binding on my skis. Oh well. Is this a scam to force me to buy new boots? The technician told me that I could replace the heel plate of the boots just order it on the Web. I checked. I checked. In the current environment the delivery date was 8 weeks from today. On the attached pictures one can see that the heel plates are a little bit lower on the outside. These plates are built this way to make walking easer in boots. Getting new plates would still have the same 'issue'. The bigger question is why there isn't a way that I can take full responsibility. Why does REI know what's best for me? There is no other ski-store within 1 hour driving range from my home. I guess I will start the ski season with my old pair of skis :-( read more

REI - Arrow marks the 'wear and tear' that prevented REI from mounting the binding - Outdoor Gear Near Me - Sunnyvale, California

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walked in ready to buy some gear then outta nowhere an ASSociate, was following me around & watching me shop whilst chattering to his radio he had. I just left and bought from an online retailer (not REI) this place is overcrowded & over priced even for "used" gear. read more

Lots of people waiting in line but only one slow person at the register- lots of staff doing nothing meanwhile

Update: they've created an online order pickup line. Hopefully this will make checkout easier!

They have a good selection in a spacious store. This is what to expect from an REI. But not a megastore.

Do NOT buy a bike from this location .... This experience has been been a service debacle. Bought an e-bike online, came to pick it up and they packed the wrong battery key and charger. Thank god we noticed it before a 30 mike trek home. Decided the bike was super underpowered so need to return it. Have been waiting in line for over 20 minutes because it's the same line to service bikes as returns ...they are literally changing tires and servicing bikes in order of the line! Can't believe they are not taking bikes in and servicing while people shop ...and forcing people who need to buy or return things to wait for bike services to be completed! This is complete insanity! read more

Received an excellent service by Javera with a complicated problem solving situation dealing with the discount code from REI. Kudos to this location and the great service they provide. This location will now be my go to. Thank you! read more

I'm writing this review directly after my trip to check out some shoes. I was helped by someone named Jun (I believe that was the name tag) right after he was already addressing someone else. It took a while to find what kind of shoes worked with my feet as I originally aimed for HOKA brand and am an exercise newbie. Jun was very patient and helpful the whole time. It became a lot busier around 7:20-7:30pm, so Jun was running around helping everyone and still had different sizes and types of shoes to offer me. Even though I personally didn't decide on a pair yet, I learned a lot about how to tie and find better fitting shoes. I'll be considering Altra now thanks to his suggestions, and kudos! read more

Worst service of all the REIs I've been to. Slow AF. Wish the Mountain View store was still open.

Purchased a bike here. Service is consistently high quality and friendly. Nothing's more frustrating than needing to go back more than once with the same problem, which I have run into several times before at other bike shops but REI has always gotten things right the first time. read more

I was making an online purchase on rei.com and had some questions regarding bike inner tubes and gaiters, so I called the store for help on what I can get online to complete my purchase. I was so lucky to get Jenny on the phone. She was super helpful, and even showed me how to navigate their website to find a video they have on how to change tires. She even tried to help me save money by telling me that if I get the REI membership card, I can get my tire replacement service done in store for free. So thankful for her kind help. Because of her great help, I was able to get my rei.com order done and placed quickly. Jenny is absolutely awesome! read more

It's much bigger than the previous Mountain View location. More inventory, nicer displays, and all around more modern than before.

These guys needs to open more counter for bike shop on the weekend ms - only one guy handling the counter and repairing also. Instead of fixing bike first handle customer .. or train them to do so . read more

I came here looking for a new cooler, but they don't have as many brands as some of the other stores. Friendly staff though and plenty of parking. read more

Customer service here is the worst I have ever experienced at an REI store. I have visited this store over three times during the past month, then walked away and went to the Saratoga store to make my purchases! The associates at this store are more focused on their tasks and it feels like pulling teeth to get them to pay attention, or help a customer. They come across as being extremely indifferent. During one of my visits I was at the shoe section looking to purchase a couple of pairs of shoes. It was a slow day and the associate spent over five minutes having a social conversation with another customer while I was waiting to be helped. He could have at least acknowledge my presence or asked someone else to attend to me. But did not do either. I would not recommend this store unless the customer service changes drastically. This is not the level of service that one typically gets at REI stores. read more

Grouchy and UNwelcoming older gentleman in camping section made me regret entering this store to ask a few simple questions about water purifiers. Totally turned me off. Won't be back. I'll stick to online. read more

Bleh. When I went to order another Camp Dome 2 tent to replace mine (great lightweight tent, but they don't last forever due to the ravages of weather, and I've never minded paying to replace them), I didn't realize the model had been discontinued, and REI no longer offers a similar replacement. Thought an in-person visit might help me find a suitable replacement that has no vestibule flapping in the wind and requires no extra staking beyond the four tent corners, since staking in soft ground doesn't always work well in the areas where I camp, especially with strong winds. Unenthusiastic salesperson said I could tie back the vestibule of the tent I ultimately bought, but seems the vestibule protrusions do need to be staked down regardless of being tied back. It's a really nice, larger tent, but I'll need to jerry-rig some tie-backs with my own cords to make this work for me, despite costing more than my old fall-back. Bleh, unless I fall in love with this tent, not likely to be a repeat purchase and need to start familiarizing myself with offerings elsewhere. read more