REI

If I could give this place a 0, I would. I would say it was terrible customer service, but that would imply that there was any customer service at all. Three employees walked right past me without asking if I needed help. One of those employees asked the woman right next to me if she needed anything and didn’t ask me. It certainly seemed like they were catering to a particular customer, who doesn’t look like me. Maybe if I was blonde and blue-eyed I would’ve gotten the service I expected. I do not recommend.

Yesterday I had an outstanding experience at the REI store in Brentwood, tennessee. All of the staff were courteous and professional. I had two pairs of shoes I needed to return, which I was able to do, and purchase two new pairs of shoes with a better toe box. I want to especially shout out to the manager Pearl and to Sam in the shoe department.Thanks for making my day!

The staff was very helpful and quite knowledgeable about hiking. They made some great recommendations for gear that I ended up really needing on my excursions. The gentleman that helped me pick out the right boots was so helpful I went ahead and joined the rewards club.

I recently had a very disappointing experience with REI that I feel compelled to share. About 3 weeks ago, I visited the store to replace a Yeti ice pack I mistakenly purchased in a larger size. To my shock, I was informed that I have been blocked from returning any items at REI, effective November 2024. I was told that I had been notified about this via email and mail, but I have not received any such communication. In recent months, I made several significant purchases, including a Patagonia backpack and a Yeti cooler, both bought at full price, trusting that REI's customer service was reliable and accommodating. Now, I'm being told that if there are any issues with these items or any of my past purchases, I won't be able to return them. This feels unreasonable and unethical for a loyal customer. I was never informed about this policy change, and I have always believed in the customer service principles that REI representatives emphasize in-store. To make matters worse, I have been trying to reach out via email for the past three weeks with no response. When I finally called, I was told that the department handling this issue doesn't have a phone number, and they could only forward my email and request that they prioritize a response. This is simply ridiculous. I believe it's unethical to impose such restrictions without proper notification. I hope REI takes this feedback seriously and addresses these issues to reflect the values they claim to uphold.

My 25-year-old Vasque boots finally failed. I went by REI, found their selection of replacement options to be outstanding, and left with a pair of cold-weather boots at a good price. I also love that REI is involved in our community and is active organizing volunteers for community projects, like trail restoration in Brentwood's Smith Park. Aug 2025 Update — I went by to get some new shoes to use for both hiking and mountain biking. Sam made a great recommendation and handled it smoothly, which is no small feat on a super-busy Saturday. Great Job! Nelson

I must say… Ken (who works primarily in the backpack and camping section) is one of the best customer service sales people that I have ever seen. He has been very patient with me. I am a super slow purchaser and he has been super helpful. The customer service that I have received at this local REI branch, not just with Ken but with Joe and so many more, has been amazing! Kudos to you all! Thanks again Ken! I love my Mountain Hardware Mineral King 2! See you all again soon!

The place in brentwood has wonderful people willing to help... they helped me tremendously with things I expected them to have no idea about... 5 outta 5 and I never rate more than 4.9 hollie Joe and another gentleman. They were all bomb

Can't remember the gentleman's name, but he thanked me for my service and I appreciate that. He also was knowledgeable about shoes so i purchased these ONs. 5 stars for his service.