Oh this hurts to give REI a poor rating but the Troy store just doesn't measure up to other stores, Michigan or otherwise. Sure the product is good as is the variety but the service is so disappointing. You either have friendly customer service folks that don't know much about their products or you have apathetic and moody folks that seem to lack the typical REI passion. Its a bummer. I always leave here feeling like I just walked out of any other retail experience. But that's not how it supposed to be when you shop at REI. Go to the Northville store or the Ann Arbor store. You'll see what I mean. read more

Horrible. Had us waiting in the hot sun for over 20 minutes to try to get into the store and the line barely moved in that time. Gave up and went home. Called to find out what was going on and the clerk was really rude. read more

Elizabeth is a passive aggressive employee on the phone, who doesn't like to share her name. Wanted to speak to a shoe dept. manager about choosing an unusual sized child hiking boot. Different brands make sizes differently. I'm an Assistant Scout Master, and have been a member for over 16 years. I bring them a lot of business through promotion at the troop. The child needs the boots now. Refused to let me speak to anyone but her. Uncaring, to rude, to 'perhaps REI is not the best place for these boots'. I agree - No More Promotion. Elizabeth owns that. She could've just passed me off. REI gets less sales due to their employee choices. Scouts need better service. There are too many other choices these days. Thanks for solving my problem Elizabeth. One star is too many. read more

I really want to love this place but the prices are steep! They have just about everything for outdoors here. The prices though. You can get camping, hiking, climbing, skiing, biking walking gear here but did I say the prices are not cheap!? They have helpful people too. And they are not pushy. I rate this store a 3.5 for the easy to navigate, helpful staff, and a plethora of great gear! read more

I had to return an online order and the process was handled quickly and easily by a competent staff member (this impresses me because half the time employees are clueless about how to return online orders). read more

I went in to pick up some bicycle parts. I am retired and ride a lot! I picked out some items that were labeled on sale. One of the resident smart ass sales guy jerked the undated sign down, relating sale is over. Mr. Skinny Salesguy then told me, if I bought three inner tubes,(the item in question) he could take 10 % off the tubes which were labeled 25% off.To get this great deal I had to purchase an REI discount! The store was willing to lose all my repeat business over $2.00 and change. The irony is this arrogant kid will probably be dead from a meth overdose in six months, the store will end up closing and people will scratch their heads as to why! Patronize local merchants, they need the business read more

Think it is all about expectations: certainly not the selection of the on line catalog, but plenty of helpful staff. My son tried on three pairs of boots before making a decision; unless you are very familiar with a brand, you just can't do this without a store. Did I mention that the staff was helpful, in a non commission kind of way? While maybe not the cheapest, but including the dividend, certainly a good value. read more

We like stopping here from time to time to browse. It's not always easy to find a salesperson right away, but we've had decent luck when we do finally find someone to help us when we need something. The staff is usually pretty well-informed about their products and will find someone who does know the answer to a question when they don't know it themselves. read more

Bad experience here today. I have been kicking around buying a Garmin Fenix 3 since January and finally pulled the trigger today. I got home and opened the box and it had 2 chargers in it and a strap with no heart rate sensor. I called the store and explained the situation to a manager named Kelley. Only option is to drive 50 minutes to pick up another unit. I said that wont work I will not be out that way for a few weeks. I said to make this right you send someone to my office and I will give them the extra charger and they can give me the missing heart rate sensor. I will see what will happen. read more

Couldn't have asked for a better experience! I found a Camelbak on sale for $40 (crazy cheap, right?) on their website, snagged it, and it was shipped for free to this store where I picked it up without a hitch. Got a deal, great customer service, and was in and out in less than 10. I definitely will look to REI again for my sporting gear! read more

Love REI! We outfitted a lot of our last trip here, including boots and go pro accessories, and found a great selection of hiking and camping related equipment compared to north face. Service was friendly. We did get roped into signing up for their membership, and so far it sounds like a good deal! Big shared parking lot with Nordstrom rack etc. Closes at 9 on weekdays. read more

I like REI. When you need to buy something for the outdoors, whether it's a rainproof jacket, break pads for your bike or a tent, REI has it. They have both their own brand, which tends to be good, and other name brands. The staff seem knowledgeable when you ask them about the products. This store has a big selection, although they only carry seasonal goods - meaning that if you want a good rainproof shell jacket you're better off looking in the spring or summer than in late fall or winter. read more

It pains me to give REI nothing less than 5 stars, but this is the worst REI i have seen. I bought a pair of climbing shoes when i first started climbing from here with the help of a salesman. He helped me into a pair of shoes that were too big because he neglected to tell me i am not supposed to wear socks. Well, after getting into rock climbing, i find out that you go barefoot in the shoes and they should be extremely snug. So i go back here and get another pair. Luckily thanks to REI's generous return policy, they let me return my other shoes and buy new ones. This REI also has a poor ski and boarding selection but then again, no nearby mountains. Just "ski resorts" made from landfill and strange man made snow. read more

I was about a half hour early for the Cross Country Ski class so I browsed the store. I was then told that the instructor was running late and that an announcement would be made upon his arrival. No announcement was made. After I could browse no more, I decided to wait in the class area, only to discover that the class (very full and in a cramped space) was well underway. Sooooo, Yes, I will find another resource to learn Cross Country Skiing...No, I don't want to join their co-op....and Yes, I will buy my gear elsewhere. read more

I was not allowed to enter the building after waiting in line outside. I was offered a "complimentary" mask to wear under my full protective face shield. I politely declined and said no thank you because I have a medical condition and carry a doctors note. While getting the doctors note from my purse (which I shouldn't have to show because of confidentiality laws) I was told it didn't matter and wasn't allowed in the store. I am disgusted that a business would deny entry for someone with a valid medical condition that has taken the necessary precautions (wearing a full face shield) as advised by a medical professional. I can respect that management is enforcing health and safety rules (not laws) but I can not accept discrimination against people with a valid medical condition. I have never not been allowed in a business because I have to wear a face shield instead of a mask during covid restrictions. Even hospitals and doctors offices allow entrance and have not questioned my medical condition. Wow REI, just wow. read more

Get ready to wait around for someone to help you...and when someone decides to notice you don't expect them to be very kind or helpful. "Well, the two person tent has more room than the one person tent." The employee treated me like I was an idiot and made me feel like I was bothering him. I just wish the expensive price tag didn't come with the blasé attitude/complete cluelessness. read more

Always knowledgeable outdoors enthusiasts to help you find what you are looking for! I love REI!

*Edit..after much complaining to customer service about this store we got a call back from the manager and was given an appropriate amount off of the bike. Hopefully this transaction made them think a little more about the way they treat their customers in the future. My husband bought his first brand new bike from this store. We drove 4 hours to pick it up and when they brought it out to us it had scratches in 3 different spots along with a full on chip taken right out of one of the parts. This bike was over $2000! The manger was rude..said he would give us 10% off and walked away. We were baffled standing there. As most people know REI members get 10% on purcheses at the end of the year already. So he was basically giving us nothing. Then we talked with someone else who was also rude in tone but said they would give us 10% plus our members discount. At this my husband felt compensated but we were looking at another bike somewhere else so we left and came back after deciding that the REI bike was a good choice. This time a new manger was there. He told us he would only do 10% with no members discount. He said the person who told us that was wrong. He told us that we had only been members for 6 months. Which was a rude thing to say on top of being incorrect. We've been members for a year and 6 months..but what kind of jerk says that to their customer who's buying an expensive bike that YOUR employees handled incredibly poorly! We've had used bikes that were several years old and sold them without a single scratch! We bought the bike because we didn't want to drive down to get an I scratched one. It still erks me how rudely we were treated. My husband tried calling customer service to complain about the whole ordeal and has been given the run around even with them. I think I'm done with REI for awhile. read more

Dumb shipping policies. I ordered a product online and came in to return it for another product that the website told me was in stock. When I got to the store, the product was not in stock. Because the item was under $50, they told me they would have to ship it to the store unless I wanted to pay shipping. Most stores I go to such as REI will ship things to your house for free. REI is so cheap even though their products are sooooo expensive. It's taken a week and a half for my product to arrive. I'm annoyed because i wasted my time going to the store for a product that was not there even though their website stated it was. Due to that error I think they should have shipped to the item to me for free. The lady that helped me by the dressing room was lovely so I'll give them two stars instead of one. All in all though, REI is overpriced. I'm questioning my own sanity for spending money there in the past. Smartwool is beautiful but cmon $100 for a long underwear shirt? Yikes. I'll shop there again but only when I have a coupon or buy from the clearance rack which is still pricey. read more

Great selection, great prices, great customer service. One of the few places that still have all three ingredients! I have never left here disappointed. As far as other peoples' comments on repairs, etc. I have never used their repair service so I don't know about that, but what I have experienced has always been good. read more

I'm writing in review of the bike repair service. I've had two types of very different service here. On one occassion I went in after a mountain bike race where I broke some spokes and bent my derrailleur hanger. The guy got my bike in right away and fixed it in a couple of days - the service was top notch. On a couple of other occasions I have gone in and been told they couldn't even estimate how long it would take (was told it could take up to a couple of weeks - who leaves their bike for a couple of weeks?). I have also called and tried to make an appointment and was told the only way to make an appointment was to bring my bike in. Because of these less than stellar experiences, I have decided to go elsewhere. read more

REI has exceptional customer service and product support. I bought a pair of water sandals four years ago. The shoes fit well in the store. I used them first in South America and found that they cut into my foot to the point of causing bleeding. I didn't ware them again for a couple of years, having forgotten about them. The same problem, after a hour hour of walking my foot was in bad shape. I was about to throw them away but instead brought them back to REI to see if anyone had experienced a similar problem. There was no visible defect in the shoes, however the problem shoe was cut and fitted a little differently than the other. REI saw that there was minimal wear on the shoes and even though four years had passed I was given a full refund. The staff was very helpful in suggesting an alternative water sandal. read more

Customer service here is outstanding! Laura you saved me this Christmas, thank you so much! I was trying find my girlfriends size in Patagonia underwear and I was doing so on the fly, which meant that I wasn't able to just check her size at home. My girlfriend and I are REI members so Laura was able to look up my girlfriends size from previous purchases. Thanks again! My REI experiences here are always wonderful. REI Troy is great! read more

Awesome store ! Love REI ! ! Yes the prices are a little steep, but become a member and you get back a decent chunk in rewards at the end of the year. The product quality can't be beat, and their product knowledge is outstanding ! ! read more