REI

Tent pole broke after 3 nights of use and 14 days after purchase. REI refused to honor its one year membership satisfaction guarantee. Also refused to help fix the pole even after telling them I was in the middle of a camping trip. I have never experienced such rudeness or lack of caring. It’s mind blowing how REI corporate lets them tarnish their good name.

A store is nothing without it's employees. The staff there is super helpful and goes above and beyond. Jeremy helped me out for probably 3-4hrs, teaching me about backpacking and loading up every pack to weight. Thank you Jeremy! Combined with the REI member perks. This is my go to spot for gear! Thanks REI Flagstaff!

The staff would not shut up about signing up for their mastercard. Even after I told them I was not interested, they kept telling me about it. I was asked by the same people about 4-5 times. I went in to find the best fit for a backpacking pack. The first night, the guy was super helpful with finding a right fit and adjusting it just right. However, it was closing time so I left and came back the next day to try on a bunch of different packs to find what I liked/disliked about each bag. The 2 guys who helped me the next morning seemed nice but after I tried 2-3 on, they started getting pushy. I felt they just wanted me to buy this bag that sorta felt nice so they could get the sale and move on to the next person. They did not care if I bought the perfect bag for me, just that I bought a bag. This on top of the mastercard bullshit and I left. I then went to Peace Outfitters and they were so friendly and helpful and really cared about finding the perfect bag for me.

This location is great! Brad provided exceptional customer service when I was in a couple weeks ago looking for hiking boots and synthetic hiking socks. Even gave extra tips on blisters. Awesome staff and the return policy is gold! Thank you for such a positive experience.

Nice big store, the staff members are very friendly and helpful. The store has a wide range of outdoor products and brands to choose from. While the store has a lot to offer, you don’t feel like you’re stepping on toes when perusing. Will definitely come back!

Staff was friendly, accessible & helpful. My sin found a great pair of climbing shoes with 25% extra off. Great place!!

REI in Flagstaff is newer and the store is very aesthetically pleasant and clean. There is a great selection of products and knowledgeable and friendly staff. Great location within Flagstaff, not too far from NAU.

Always thought REI would be our recreation gear store and we've been loyal customers over the years...until today. We had a very negative exchange with a rude and aggressive staff member. Upon speaking with the manager there was no reassurance the issue would be addressed much less resolved. Bye bye REI.

We only visited this store because I got a gift certificate for Christmas. We drove up to the Flagstaff store looking for a hiking backpack and some pants. We found some nice options and were asked by multiple sales staff if we needed help or wanted to join their store club which we did not and told at least 3 staff members we didn't. All was fine until we went to cash out. The young woman was very rude and condescending to us. We spent our gift card and will not be back. Also, no bag to carry your purchases out in? The cashier smirked at us when we dared ask for one. Life is too short to be such a grouch.

First time (to my recollection) in the Flag REI. It's way bigger than the Grand Junction store, with an increase in product selection. I came for a specific product and was able to locate and purchase quite quickly.

A bunch of salespeople but it was difficult to find any help. They were often zooming by before I could get a word out. I decided to stay focused on my mission, and went towards the shoe section. I came primarily because I thought they would have the right hiking boot for me, but they actually had a smaller selection than many of the smaller shops. Cody saved the day and the review. Even though I had to flag him down, he was helpful and offered insight. If the products we discussed were available I would have walked out with purchases. FYI, I learned that not all items online are available at the store. You can order online for store pick-up and you won't be charged until you decide to keep it with an opportunity to try it on at the store.

I just spent nearly $300 on 6 items of cloths. When I asked for a bag at checkout, I was told management no longer permits bags. Are you serious? If this is an environmental issue, it's going to far. So I walk out of the store juggling pairs of socks and hanging clothes, because REI's woke business model prioritizes virtue signaling over business common sense. Maybe next time I'll shop and get a bag at Eddie Bauer instead.

Buying a couple things. The person has their name hidden or else I would happily include it. I asked her how her day was going 3x- no reply did not even make eye contact with me. Very short, I even asked "when's your next day off" - again no reply. Actually super strange and made me a bit uncomfortable. I come here a lot and am just totally baffled by this. Horrible attitude for customer service, makes me not want to shop here and just wait till i'm in valley. Not sure what is going on in this store today but SUPER DISAPPOINTED AND SUPER SUPER RUDE- do not appreciate being treated like this with how much $ i spend here.

Has lots of camping fishing and hiking gear that you would need for any day.Great staff.

Popped in for some winter gear that was not available in my local area & since I was using it here in Flagstaff, why not. First off, while I was shopping, I was approached by one of the sales person. Which was fine it was just a bit aggressive but she was helpful. Now my 1 star is because of her being somewhat friendly. The remaining stars are not highlights because the cashiers are so rude! They looked like they hated being in the store or even having to bag your items for you. Honestly, it was the worst experience in REI everrrr! Which is why I am writing this review because it needs one. REI, do better. Because your employees obviously are not.

We are fans of REI and this Flagstaff location is no exception... We recently made a family outing of visiting during Covid-19 pandemic... I was pleased that they were limiting the number of people in the store at any given time, they were keeping the line out front socially distanced, and everyone was wearing masks. I also learned that there is a 3 bark rule for dogs that enter the store. (3 barks and you're out!) I found most of the staff to be helpful... we had some questions on bikes and tents and they had answers, although a few staff members didn't want to be bothered. We purchased some snacks and baseball caps for the kids and got out of there with a bill of under $65, which was a success in our eyes. If you're in need of some retail therapy or have any outdoor needs, REI will deliver!

First time "trying to shop" At REI and surely my last time, bad customer experience from the start. Reading the Reviews now, seems to be an ongoing trend there, sad they can't even fix it after all these negative reviews or years (smh) guess no one reads these reviews or cares. Their seemed to be a lot of employees in all areas and many not even helping anyone, but they sure do try and avoid eye contact and just go about their "nonsense work" to avoid doing a good customer service job ! I went there with the intent to buy quite a bit of gear and shoes, but I could only find employees avoiding me or they were just talking among themselves laughing and joking ! Maybe it was me, (?) looking rough and a little dusty from just getting off work and Hispanic (?) hmmm. Idk. But it wasn't a great feeling being ignored, guess they didn't need my business... I'll Make sure I pass along this experience with any and all I come across. Good job REI employees and Managers who I'm sure are just as incompetent! Left without spending a $$$ in your store!

Amazing service. Robert spent nearly an hour on a busy day to fit me for the perfect backpack. I hurt my back with my last backpack and it was important that this one fit right. He was knowledgeable and patient. I didn't realize my torso was an extra small but I do know. Thanks to Robert, I'm back to hiking

I wasn't in favor of the store I tried looking for a sale person to help me with a jacket in the men's section. The store was crowded due the Christmas holiday. I manage to get find a size I was looking for and at the register said the jacket wasn't on clearance but how does my partner buy the exact same jacket in woman's for clearance.

Hi, welcome to R. E. I. where we're better than you was the vibe this location gave off. I'd rather drive to the city. I dismissed the attitude from the girl at the front door but it just got worse the farther we walked in. All employees need an attitude adjustment. No one around to help, just to be rude. Do yourself a favor and go to SMR down the road. P. S. I had my mask on AND covering my nose when three people snubbed me.

Great customer service today!! Three different employees helped me find what I needed. They also fitted my new backpack.

This is a really nice REI location. Well organized, clean, stocked well, and helpful employees. Have had experiences exchanging, returning, and purchasing at this location and never had an issue. Prices are a bit higher than some other shops, but the member dividend usually levels the playing field. Will continue to shop and recommend REI for outdoor gear based on my experience at the Flagstaff location.

I always visit this location when in Flagstaff. Great source for trail information and maps. The staff here are always super helpful. We will be back!

Bogus REI location. Wouldn't do an exchange for an Arcteryx jacket, two years old. Lost a zipper on a well cared for piece of gear with a lifetime warranty, and all they could say was "send it to the manufacturer." Lame. Not going to help me for months. Next time I'll just buy through the manufacturer at the same price, have access to the warranty, and get better customer service.

Ive been an REI member since the early 2000s. And up until recently I really had nothing but good to say about them. Even though I've developed gripes about the business in the last few years, I still shop there sometimes, but I now go out of my way to try and shop the other local shops before opting for REI. The staff at this location is normally friendly (used to be friendly without exception, but times are changing), are often knowledgeable about the products (though I've met some associates who were next to clueless in their ability to recommend a good trail shoe or explain the difference between specific shoes), and the return policy is nice (although it used to be unbeatable and is now often a challenge). I understand that a lot of people were abusing some of REIs policies in the past and that the company had to kind of change those policies so that they could make as much profit as possible, but it's felt like they're in the process of swinging from the best in the business to being worth avoiding. ‍ It breaks my heart to say all this because I still do shop there and some of the employees are really top notch, but it's impossible for me to not feel like the store as a whole is turning into something that it used to not be. And that thing is far sun-standard of what it used to be. So if you can, shop the other outdoor shops in flagstaff first. There are many of them to choose from, and in most cases the prices are very comparable or even better. If you need to hit REI as a last resort, that's what it's there for. Hopefully the trends of change that we've seen from REI over the last 5-10 years will turn around, but for now they should not be your go-to outdoor store.

REI Is A Great Reliable Spot For Outdoor Goods REI is a great spot for reliable good service and a good selection of outdoor goods. Fair prices and staff that goes out of their way to help you with whatever you may need. This is a nice newer location.Super nice inside and out.

What a pleasant surprise to see REI in Flagstaff! We've been coming up from the valley every other week for months and just discovered it today-- which just happened to be garage sale day. Good day to be an REI member. I wish we'd arrived much sooner because it was quite picked over, but super awesome to be there at all for the festivities. The employees were SUPER nice and so helpful. I overheard MANY people helping shoppers out around me and they made sure to tend to my needs as well. The usual awesomeness I expect from REI and even better in Flag!

Love REI. It's my go to stop when looking for outdoor brands such a Kuhl, Arcteryx. I like shopping local but REI has a better selection most times, and if I can't find the size they always offer to order it for me. Seeing reviews I see people complain about customer service... never had that problem. Maybe I go in at the right times, or just go in too often that I'm recognized. I've ran into a few problems with returns, but management was super chill and handled it nicely and got things going for us. Like I said maybe I've just gone in at the right time... or the fact that I've worked retail for 10+ years and hate the "in your face" approach to customers.

REI member since 1979. REI's policy re masks is moronic at best and a deal-breaker at worst. REI Flag's staff harass shoppers about their masks. One half of a nostril was exposed and Flag's bird dog staff made me cover up that nostril. Masks have not been proven to assist anyone with health but they have been proven to be harmful to one's health. I WON'T BE GOING BACK TO THIS REI STORE! Adios.

First off the lady at the front door was very rude. I followed all CDC protocol with my mask covering my mouth and nose. They discriminated based off of the mask I chose to wear. I even showed them my vaccine card and they had nothing to say. They have horrible service as I waited 10 minutes to try on a pair of shoes. I have decided not to be silenced in this matter and my voice will be heard. Also the bathroom was horrendously dirty. REI has lost a once loyal customer.

Just had the best experience at this place! I called ahead to find out how to get my Yakima snowboard rack re-keyed, as I just installed it, locked it and subsequently lost the key. After a brief chat with josh, he told me to come On in, and he could take care of me. Indeed he was right, he got my problem sorted out and I was on my way. I don't usually go into places like this, but I will definitely be back as a direct result of the excellent customer service I received from josh in the action sports department! Well done sir.

Ok an REI that is this big without snowboard gear in a mountain town? I know you're trying to do your part for local shops. Went to local mountain Snowbowl, my boots broke that I purchased at an REI in Huntington Beach CA. After learning this enormous REI doesn't carry snowboard gear but has no problem selling huge amounts of Outdoor gear not sure how local outdoor gear shops don't get the same treatment? Problem is I would have been happy to buy local went to three different shops all with very little selection and none with my size boots? So I am not sure who this helps. I will just go back home and purchase at my local REI or online. I think the customer looses. No one got the sale. Don't get me wrong the local shops were all really nice to me and very helpful, but that is not going to help me get boots in Flagstaff AZ. Plus how come you don't care about local shops in HB? Ironically I will have more boot selection near the beach in CA than a place where you actually can use them. I still dig REI, but might want to rethink this strategy.

I went to the Flagstaff store with my dog. When we got back towards the shoe area an aggressive dog started lunging towards us and barking at my dog, my dog barked back. The owner then proceeded to hit it. As I turned the corner his dog continued to bark and I was met with a goofy looking employee with a reindeer headband on that reached for my dog without permission and it scared my dog, so he barked. The other dog kept barking behind us. Then this employee proceeded to tell me there was a two bark rule and I had to leave the store. However, they never asked the other owner with his dog to leave the store and the employee had no right to try and pet my dog without permission. Apparently, REI discriminates against shoppers and specific dogs. I called in and spoke to a manager, she was not helpful and she was flat out dishonest, saying that man was asked to leave, however, I was parked in front and he did not come out of the store. I will never shop there or online ever again. They are dishonest, disrespectful, and discriminatory!

Wow! What an awful experience today on what could have been a fun family outing with my adult kids and husband. It's one thing to request customers to wear masks (which we all were doing), but it's another thing to badger and follow customers around the store telling them they aren't wearing their mask properly and asking them to make adjustments, etc. When walking into the warm store from the cold outside, my glasses fogged up. Rather than trip over something with fogged up glasses, I took my glasses off and used my cloth mask to quickly wipe them dry. I was instantly accosted and told to put my mask back on. From that point on my family was followed around the store until all of us had had enough and just walked out rather than patronize a store that doesn't realize the mask wearing customers are paying their bills and keeping them in business.

I have only had good experiences at this REI. A couple years ago when the crazy shortage on bike parts was happening an employee dug through parts in the back to help find an elusive brake rotor adapter. Recently, I was visiting Flagstaff and had an untimely flat at 7 pm and REI was the only place open. I rushed over as soon as I made sure they were still open and picked out a new tire from a small but good selection of Maxxis tires. I unfortunately did not catch the employees name, but she helped install a new tire on the spot (which is more of a pain considering I have cushcore). Overall this place, specifically the bike department, has been great to me!

I brought in a used bike I bought for adjustment to the derailleur. I would give five stars for the repair, one star for customer service, so I averaged it to 3 stars. I agreed to a "comprehensive" overhaul for $90 before my 10% member discount on labor. I figured the old bike needed it although it was 3x what I wanted to spend. The work was completed when promised. I was emailed an invoice that was significantly more that what I had been told the "comprehensive package" cost would be. The message invited any questions on the order. I replied as to why the price was higher than quoted. I waited a week. Got no response. When I went in to claim the bike, I was surprised to see that repaired bikes were parked on the sales floor with work orders attached that contained the customer's name, address and phone in plain sight on the paperwork. Anyone browsing in the store could view this personal information. So much for customers' privacy! I would think this might be particularly concerning to women who leave a bike for repair. The manager, Josh, at first refused to address my concern about why the price was more than I had been quoted. His initial attitude was that I could go pound sand. He would only discuss the work they had done, not my question about the cost. I told him he was not hearing me and thus I would not be a return customer. Despite that, he tried to sell me on a repair on the front wheel, claiming my front inner tube needed replacement, which he would do for free while I waited. Since the price of the inner tube was reasonable, I asked him to go ahead. After that he was helpful in taking time to tell me about the condition of the bike, and he apologized that we "got off on the wrong foot." We ended on a conciliatory note, although I still felt uneasy about how they had handled my order. I signed a disclaimer showing the cost and itemizing the repairs. Josh told me I would not be given a paper copy of what I'd signed, it would be emailed to me. A week later, still no copy in my email. While in the store for something else, I asked a staff member for a copy of the paperwork I'd signed. I wanted documentation of the repairs that had been done. She printed something under my name that looked right, but when I got home I discovered she'd given me an itemized sales invoice for Quality Bicycle Products in Minneapolis for parts Josh had purchased for the shop for $507.15. (They didn't respect my privacy--back atcha). This, obviously, had nothing to do with the work order on my bike. So, workmanship was fine. But indefinite pricing, disregard for customer privacy, and lack of follow-through with email communications will have me trying another bike repair service in the future.

Fantastic customer service. The employees were very knowledgeable about all the products. The prices were, OK, but the store itself had a lot of variety. I ended up finding exactly what I needed on the clearance rack and elsewhere. It's definitely worth checking out.

I had a great experience when I picked up my new Mountain Bike at Flagstaff REI store on 11/29/2018. I ordered it online and had it shipped to Flagstaff for pickup. Bike Technician Dillon kept me fully informed of the delivery date and assembly process and did some upgrades to the bike for me prior to my arrival. When I arrived, Dillon spent at least 30 minutes with me going over the bike and helping me pick out accessories that I needed as a new mountain biker. He also helped me with the bike rack I purchased. I know he will take great care of my new bike when I bring it back for it's first tune up. Other staff member helped my wife pick out a winter coat and made sure she got the best use of her coupons. Overall, very satisfied with the Flagstaff REI store and staff. Highly recommend.

Large crowd waiting over 10 minutes and not polite staff. Then slow at register. This is a high tourist area that should cater to waiting customers wanting to spend money.

Service sucks. Ten customers in line with only one cashier. Unbelievable. It would be nice to simply buy stuff without having to build relationships or maintain memberships.

Ahhhh.. REI how do we begin . The pros of course ! Gotta love their choice and selection for bike accessories, that I always like . Use to have a great selection on flashlight but now the flagstaff location has very few this time of year (June ) . The bad :/ .. the staff are either always high , incredibly rude , or which seeks to be the real problem over the others , know little to nothing to "what's in stock " it's summer now , you have NO stock in larger sizes of althletic / outdoor wear for men. I'm not talking obese sizes.. you carry small and 2 xl in like everything men that's it .. I asked many staff too thinking "oh , I just wasn't lucky today everyone is buying all this stuff and sizes I need right now , no big deal .." nope ! Third time in over a 10 day period and still the same crappy stock . The place is always empty in many areas . The verdict ? Yes I really like rei .. when they actually have things to buy :/ thanks

I love REI and I think it is one of the best stores in Flagstaff to get all of your outdoor gear. I have been known to spend a small fortune here are things that I don't necessarily need. I give them a huge 5 stars for the amount of stuff that they have as well as the quality of the product. I love the feel of the store and it always looks clean and put together. The reason for the 3 stars is I have never been greeted while I as in the store. No one has ever just stopped and asked if I need anything. There is a lot of technical stuff and I think it would be super helpful if they would just stop and ask. Coming from a retail background it just feels like customer service should be a top priority. Just a side note I have never had poor service I just think it could be ramped up a bit. When I do ask for help the associates are super friendly and very knowledgeable. Pro Tip... They have a yard sale for their members. Get there early if you want some great stuff for a great price.

A walk through REI makes you think about all the outdoor adventures you could have just by browsing. I stepped into REI to check on the waterproof light jackets and to buy an adapter for my bike tire pump. Very nice staff.

I've been to this REI store quite a few times over the last several months. The employees are friendly and nice. The selection is large, and it is always clean. Yes it is pricey, but the products are top-notch. If you want some higher-end campaign and/or outside gear, REI is a go-to place in Flagstaff. They have a rewards program that has some good benefits. Among them are their periodical "garage sales" that can provide a good deal on stuff.

The whole company has gone downhill. Employees do not seem to be as happy as the top 100 places to work indicates. Ever wondering who answers those surveys? I would go to Big Five!!

Have visited this REI numerous times but today was the best because of John! (kick ass bald employee) He was not only hilarious but super helpful in finding what we needed. Everyone should be like John, we LOVE John.

Super friendly folks at this location! Even gave me some recommendations for their favorite local hikes!

Your Flagstaff AZ store needs to work on their customer service. I received an email about their annual "Garage Sale" this past Saturday, so I made a special drive over there, midday (to avoid the crowds at opening). On arrival, I was met at the door by an individual stating that this year the event was in their warehouse, and I needed a ticket. I was then told that they were only letting 50 people in, every 30 minutes, and the next available ticket was for 1pm (an hour away). I complained to a manager, who to her credit was polite, but her statements simply boiled down to "too bad, so sad". I had to wait 10 minutes or so for her to get up to the front, during which time I observed customer after customer being told the same thing by the "greeter". Each time I watched a frown form, then they either left (as I did), or grudgingly accepted a ticket. I had my wife and two young kids with me, so waiting around was not option, and we left. If you had put this in the email, it would have been irritating, but somewhat acceptable. If you had an online form where one could sign up for a ticket in advance, then show up at that time, it would have been decent. But having people show up, and without warning inform them they need to wait for an hour? That is horrible customer service no matter how you look at it. So thanks to your mangers for making me miss out on your annual sale with their horrible decision making process.

Best REI I've been to, and I've shopped at REI all over the country. I definitely did not NEED a day pack or a new pair of boots, but after talking with a few employees I realized I'd been fitted incorrectly my entire life. I now have a pack and shoes that fit and feel better than ever before. Both employees I spoke with have been with REI for several years (one over a decade) and really knew their sh*t. Dare I say this REI changed my (adventuring) life?! We even left with a pack for my dad and trail shoes for my sister. Thanks guys!

Briscoe was super helpful when I called to see if they had any easy-up tents in stock. He not only checked inventory in the system but personally walked out to the floor to verify. This was too difficult for an employee from a different big box floor. Great customer service!

REI comes to Flagstaff! I've been to the Tucson/Phoenix stores, but I liked this one a lot. They tailor to the Flag area with a lot of biking and mountain climbing gear as well as winter supplies. There is just tons of fantastic gadgets and things here. I browsed for nearly an hour and came away with some delicious jerky, and a patch to repair a rip in my sleeping bag. I liked checking out the great selection of tents, products and friendly customer service. The REI classes offered here look like a lot of fun and make me wish I was a Flagstaff resident. I hope this store will improve the other sporting goods stores in town as well since a little competition is never a bad thing.

My personal feeling about the "no guns" things aside. The store is visually pleasing, and they have lots of great products for the seriously motivated, the staff seems to know what they are talking about, and they are eager to tell you about the products in great detail. Cons: The price and level of the equipment is only for advanced people, if you are looking for stuff for a campout in the woods with cell coverage, this ain't the place for you. The equipment is not for the novice and the price tags confirm it. I recommend it, but watch out for sticker shock.

Love REI. I have since I joined 25 years ago. This is a good store. In that I mean that the sales staff is friendly (not like the GRUMPY sales staff in the North Tucson store). The sales associate was great helping my wife 'fit' into the correct backpack. I also had a return from a sleeping bag ordered from REI online. Again, no questions, helpful, quick refund. We both love this store and staff. Thanks FLAGSTAFF!!! Ron

Thanks for always having my back REI. This location is continuing the high standard that this company is known for. Found what I need with minimal effort. The staff was legitimately helpful with my quest for 5 odd pieces of gear. When my quest was over I took a short nap in a tent and was left to enjoy my slumber unmolested. Thanks again REI.

Purchased a Cannondale bike with REI online and it was delivered and assembled in Flagstaff. The bike shop guys were really great! Did a nice job getting the bicycle ready for me and also a nice job teaching me about my new bike. Really good experience in every way. Tried to give them a tip for taking so much time with me but they said no thank you. Really happy! :)

Picked up a couple items and swiped my card and finished the transaction. Then the friendly clerk realizes I have bought a members only hat. She then goes out of her way to call someone to confirm that I can't buy the hat I have already paid for. Sure enough, the hat can only bought by members the next 10 days. Since I wasn't a member, I could buy it in 10 days. She then has to process a refund. This is an example of horrible customer service that tells you the priorities of the company. Once you have collected money for something, you don't go out of your way to force the customer to return the item and refund their money. The cashier handled this like it was the most normal thing ever.

Flagstaff is one of the most dog friendly towns I have ever lived... I used to come to this Rei and buy my dog trail gear, toys, the list goes on... Then one day I went in and was told in a rude manner by an employee that dogs are not welcome in rei. This is a new policy and to be treated like this makes me realize I can go to my favorite local outdoor sporting goods stores in historic downtown such as Peace Surplus, Babbits, Aspen, mountain sports and they all love my dog. Rei flagstaff if you had one bad experience with dogs it does not mean alienate your valued customers who have been members of your co-op for over 15 years. Oh and your employees are not as knowledgeable as the other stores in Flag... My dog goes everywhere with me and now I take my money to local owned and operated sporting good stores and I hope you do the same because rei is the worst.