REI

I have always found the workers at the Boulder REI to be attentive, active, knowledgeable, and patient. I also appreciate how many people are always on the floor. I recently purchased a backpacking backpack and Mary took the time to really help me make the right choice. High quality customer service these days is getting more and more rare, thus I appreciate how REI still operates.

Inexcusable Customer Service at REI Boulder I purchased a bike and chose to have it delivered to the Boulder store specifically because it showed as in stock. I received an email Tuesday afternoon stating the bike was ready for pickup. I left work early the following day and drove from Denver so my child would have the bike for summer camp. When I arrived and presented my receipt and confirmation number, no one could locate the bike. After 15 minutes of vague responses and visible disorganization, the Bike Shop Manager—who was notably unhelpful—told me that “the email system has been weird” and that “we usually call when bikes are actually ready.” That might be understandable if I hadn’t received official confirmation from REI that the item was ready for pickup. I pointed out three identical bikes on the floor and asked if I could take one of those. I was told they were for other customers who had “already paid for them”—as if I hadn’t done exactly that. Apparently, REI is under the impression that customers will memorize serial numbers and take legal action if given the “wrong” bike. Instead of owning the mistake, apologizing, or offering any meaningful solution, the manager informed me I could wait two more hours while the bike was prepared—despite the fact that my scheduled pickup had already been confirmed. So here I sit in the REI parking lot, burning hours I took off from work, because of a process failure and a complete lack of accountability from your staff. This was a textbook example of how to lose a loyal customer. Going forward, we’ll be taking our business to the Denver location—or elsewhere entirely.

I've been here several times, and I always have a good experience. I usually start at the resupply section to see if there are any good deals. One time I didn't know where a particular item would be, so I asked a salesperson, and he directed me over, and once I went to the right section of the store, another salesperson was there ready to help me find what I needed (I think the salespeople communicate via radios or something). This made things fast and efficient. Then he helped me find what I needed, and I felt like his information on the products was honest and informative rather than pushy. Overall, REI is a great store and I will keep coming back.

It's my first time at REI and it was great thanks to Marcus, who was really nice and helped me to find the pants that I needed. He also took the time to explain how the REI membership works. I will definitely shop here again.

I went back for the first time in years to get new trail running shoes; I typically visit the Denver REI. And let me say, I am shocked! Everyone here was so kind and helpful. Marcus helped me find the shoes I needed, walked me thru the pros and cons of different brands and lace types, and even helped in assessing whether to buy men's or women's based on my preferences down to the color! He has amazing customer service skills and is extremely kind and personable. I will definitely be returning here for my future shoe and outdoor needs. The payment experience was also amazing, the cashier was extremely kind and swift on checking us out and making sure I had everything I needed.

Stopped in this afternoon for a quick bit of feet in research after learning just enough online to feel less confident in my choices. Marcus helped me out, answered my questions and provided some advice. I walked having learned a bit and with a new pair of shoes. Thanks for the knowledgeable assistance!

If you’re shopping for shoes, have Marcus help you. He is incredibly knowledgeable and servicing. He was a pleasure to work with, he helped my family and I shop for the right shoes and inserts. Despite how numerous we are, he was able to give every one of us excellent service. Thank you, REI. Thank you, Marcus!

We basically had to beg for help with a camping backpack. They didn’t even bother to ask if it was a simple question. Thankfully, while waiting and begging for help for half an hour, I found the same backpack online for less.