REI

Left the store feeling angry and ashamed due to poor service. Previous trip I bought my first “used” item and had asked the cashier if I could return if it did not work with my current equipment. He said they had a great return policy. Well these items are not refundable and the manager that came over had no authority because he was the “newest” on staff (?) so off he went to discuss the problem with someone else. When he returned he looked up my account on the computer and looked right at me in a weird way and said his word was going to final. I felt as if I was not a big enough customer due to my purchases and denied the return. I was given a bunch of gift cards recently and will not be using them. Can’t ever imagine going back in that store!!!! Finding lots on online companies with better prices and selections. Do your research and find what you need elsewhere and with better service.

This place is a hiker's/backpacker's/camper's paradise. I could spend hours here (and more money than I should). Very minor complaint, they did not have much of a selection of hydration backpacks when I was here (maybe for biking, but not for hiking). The staff member who helped me look was super friendly and helpful.

Best outdoor store in town. Iman (& the store manager!) outfitted me to travel to Mongolia. They did not only think of the climate, but also the many terrains I would encounter there. Their knowledge of outdoor activities in such country, & even its remote places, is fantastic. My family had an easy & fun time when we traveled there & it was all because of these two individuals who took the time to ask me for details about my itinerary. My family & I are in great debt to REI.

Excellent experience. Our shop assistant Collins knew everything about all the products we talked about and we could clearly feel that outdoor is his passion. He recommended a sleeping bag we bought. Thank you!

Received awful service after purchasing a physical gift card online for home delivery that did not arrive. Went to the store for assistance, hoping to get a physical card replacement to have under the Xmas tree and was told that the online card cannot be canceled, that my only option is to have them send an egift card (lovely under the tree) and no one cared if any of it was received by Xmas including Celine the manager. So glad I paid $30 extra for a membership I will now NEVER use and despite the gift card for my son I would rather he also not shop here ever again anyway. Such horrible service for something so simple. How embarrassing REI.

REI is my store for purchasing my Cloud Running Shoes. Recently, I went to add to my shoes, purchasing the Cloud Runner 2. The representative I was lucking enough to ask questions and help me in my selection was Corrie. She was very nice, very informational on the Cloud Shoes. Last January, I had burned my right foot bad from BBQ Grilling. Could not find shoes to help me comfortably walk. Corrie, helped me in my selection then, purchasing both Cloud Eclipse, Cloud Monster 2 shoes. Cost did not bother me in wearing my Eclipse everyday for mowing, motorcycle riding, more. I have not knock on wood had any more problems with plantar fasciitis. Thank You Corrie and REI !!!!

This store is in a good area and location. Has plenty of sports items and services to all your sporting needs. Staff is always happy to assist me when stopped and questioned by me for help. Always a great experience in REI for me and my family. I've been a REI member for over 30 years, and it has great rewards. Some of my purchases were done online and picked up in store. Great resource and availability. I recommend it. Extremely satisfied.

I wish this location had a better selection of mens outerwear other than the REI branded stuff. The selection of Kuhl, Mountain Hardwear, and Cotopaxi jackets was very limited, even in the coldest month of the year. Other brands such as Helly Hansen were not carried at this store. It’s mainly REI Co-Op and Patagonia.

Clean and modern REI location. Sure, almost everything is name brand and overpriced but the staff are friendly and you can definitely try on shoes etc in person, which is a big plus. Can't ask much more of an outdoors focused store. I personally like that they have a somewhat well stocked section for cycling and have a limited selection of road shoes, helmets, and bikes.

REI refuses to honor their one year return policy even though that's what they push you every time you go to their store to become a member because you get a 1-return policy. I went back and bought them here because they promoted the one-year 365 day moneyback guarantee. I bought one high-end Oncloud sneaker. I liked the value of the policy that my wife bought a pair of hoka bindis two days later. Yes I wore it and there is some wear and tear but they look like new (minus some normal dirt at the bottom). I had returned a pair from wild pair in pearland that has always been so helpful. Whenever REI sold me the membership the girl at cashier desk and the sales rep said it doesn't matter if it's dirty. As long as it was within reason. To be honest there isn't a scuff or mark on the shoe, just on the bottom. Nothing is wrong or anything. I tried to return it and they refused to accept it even though it's only worn a handful of time. I rarely wear them. They said it's been six months and they wouldn't take it back. I paid more here because of the warranty and peace of mind. I never shopped at REI before this sneaker purchase but I won't anymore. Bunch of crooks.

Amazing store with plenty of useful and fun products with everything you need for a trip. Not to mention the amazing customer service, THANK YOU PAIGE

Len with the bike shop is absolutely FANTASTIC! Working with him was the best experience I have EVER had at a bike shop. Keep up the great work!! I will definitely only bring my bike to REI moving forward.

Used to love this store! Makes you feel so adventurous and ready for anything and they usually have really good products. However, their return policy is ridiculous. Tried to return something within 30 days that had broken due to a manufacturer problem and they wouldn't let me because I had used it. Had to reach out to the manufacturer who did help me, but why do I need to give REI my business? Next time I will just buy what I need somewhere else.

After waiting for 20 mins to get I side to shop, I found out that the first line was only to get in the door. Then there was a 2nd line that I was told was another 45 minutes. They should tell people that when they come into the outside line. The lady inside told me "we are trying g to accommodate our customers", no you most definitely aren't. The line inside was not 6ft apart and I glanced towards the store and I didn't even see any shoppers. Now I realize that they are not going to all be where I can see them, but the store appeared empty past the front door so I know there couldn't be that many shopping. If they think it's okay to have customers crammed together outside and inside in the lines instead of airear out in the store, may e they need a better strategy

I love REI, but I have had several negative experiences in the store. When I had a good time, it was great. The sales people are very knowledgeable and helpful. One helped me find a great place to go camping for spring break. Another woman helped me find a backpack that was the perfect fit. Other times I have been treated with suspicion and given a hard time. I'm not sure if that's because I'm a black woman? I was returning some items, and the manager proceeded to ask me a lot of questions that seemed excessive and unnecessary. I've been shopping at REI for five years and have never had an issue returning things before coming to the store. She just seemed very nice-nasty. I was not a fan. They also gave me an issue with returning an item that had rusted because it had been sitting for several months. I had attempted to return the product, but the store was closed due to COVID-19. Then, things got busy with my life and I sort of forgot about it. However, I attempted to return it three times before. I don't think I should be penalized for that. Also, if something rusts that's an environmental cause. Not a user error. I ended up being able to return the product, but it was just so much hassle. I will continue to patronize REI, but I will probably just shop online.

I received an email that my order was ready for curbside pickup, drove 30 minutes to the store, checked in via the email that was sent, waited for 10 minutes and was eventually called by an employee stating that they are closed because of the weather. Completely ridiculous and I won't be shopping here again.

Recently took my road bike to get a tune up and get my handlebars re-wrapped. They did a great job. Highly recommend them

I bought my bike here. My wheels were stolen so I brought it back for a replacement. The shop told me it was done. They gave me completely different rims and tires. To give me matching ones they demanded hundreds extra. They manager also inadvertently admitting the gave me a used rum and tried to charge me for a new one. The only remedy they recommended was for me to take my frame back. Do not go!

Covid police works here! What a miserable place to visit. Not once did anyone ask me if I needed assistance. Instead, when I was standing alone with nobody in sight, I was approached to fix my mask (I didn't even realize it was too low). Then proceeds to walk away without offering assistance. Was I being stalked just to fix my mask? That's how it felt. How creepy.

The staff at this location are incredibly helpful and friendly! I've made returns and purchases here without issue. A staff member went above and beyond to make sure I found everything I wanted and got all the savings possible! Anyone criticizing this store for having "covid police" is just an anti-masking dumbass.

I've been a member since 1986. Back when REI worked for your business and the stores weren't overrun with earth-conscious, elitist employees who know nothing more than the square foot they stand in. At Baybrook the only employee I trust is the store manager Joe. He's quite knowledgeable and helpful. I've been treated too rudely by the snobby children or the don't-know-can't-helpers who "work" there. Today I needed 2 tubes of electrolytes for an illness conveniently displayed at the registers. Covid has reduced their service to curbside only. "You must order online for pickup" said the employee over her shoulder in the empty parking lot, 20 feet from the front door and the product I needed. I tried calling but they won't answer any questions on the phone that would require the Starbucks-drinking employee to leave their familiar square foot. Questions like, "Do you have this item in stock?" Well, online shows in-store availability but needs 5 days for them to get it to the front door. I recognize the Covid inconveniences but I also recognize ridiculously poor customer service. REI, please, please skateboard yourself back to Colorado where your once-outfitter-turned-exclusive-boutique business model is widely accepted.

Always excellent service-- helpful and knowledgeable, for example, about good kayaking spots near where I live. I feel safer shopping here because of their vigilant masking policies.

Love this place!! The staff is always super helpful, knowledgeable, and dedicated to make sure you leave the store happy. Their return policy is amazing. Bought some new shoes today and they encouraged me to take them out and run a few times in them and if I don't still love them to bring them back. Awesome staff!

Visited this location during the Grand Opening weekend. I spoke to a staff member about three items that I needed that they did not have in the store. Granted, I was in the store on the 3rd day of a 3-day grand opening, so it is quite possible that they were already sold out. With that being said, a visiting staff member from another location looked online, found exactly what I needed, and shipped it to my house while waiving the shipping fees. All of the items arrived within a week. One of the items did not fit. My son brought my shipping receipt into the store and they exchanged it for the correct size which was now in stock even though it was out of stock earlier in the week. REI has high quality items for the avid outdoorsman. They are more expensive than Academy but the quality of products is also much better. I am extremely pleased to have an REI in the Clear Lake area. The store is smaller than others I have been in and they don't have the space for everything. However, the customer service I received while visiting this location will keep me coming back. Good job, REI.

Staff is super annoying about the mask.. following me around the store to make sure it was above my nose at all times. Poor experience

This store just opened and they did a fantastic job on the design and setup! The store flows well and is stocked well, leading you from gear into clothes and back into shoes before circling you around again. The staff was very friendly and knowledgeable, asking us several times if they could help us. The store sells good quality but this I reflected in the prices as well--don't shop casually here! It was an awesome shopping experience and they have a terrific setup for true outdoors-people!

I've been with REI for 20 years and have seen the service go downhill rapidly in the last 5 years. I dealt with a manager by the name of Alan that was about as in helpful as possible on a return. He acted combative in regards to a return that he didn't feel was warranted. Just a bad person to have in customer service

I needed some new work shoes for my job as a Nurse and Sylvia was absolutely amazing!! She stayed with us the whole time making sure I found the perfect fit. Thank you Sylvia for going above and beyond for us!! You da best!

The store itself is top notch. Very well organized and great selection for (what I think is) a small REI. Staff is courteous and friendly. The 5 star review is because of the exemplary customer service from Sam. Her pack fitting knowledge made a large/heavy load pack bearable. She went out of her way to set me up for my upcoming back country hunting trip to perfection. If you're pack shopping make sure and visit her. I always trust AT thru hikers, and am biased towards cute girl ones!!

Love this store!!! We've been REI members since the early 90's, membership is well worth it, I think it's only $25 and they give you dividends every year!! So excited we finally have one so close to us now!! Garage sales are the best deals---they resell the things that people return at discounted prices . If you need camping, biking, hiking or anything related to the outdoors--this is the store!! The associates really are friendly, helpful and they know are outdoor people who know what works!!

We have been REI members for more than 20 years and were very grateful when this location opened. We used to have to drive to the west or north side of town to get our outdoor gear fix. Surprisingly there really aren't that many outdoor stores in the Houston area but this one does just fine for most needs. Folks here are always friendly and helpful. They know a lot about the local stuff and know when to refer you to someone else in the store or a website that can answer questions; in almost all cases they have not tried to posture or pretend to know more than you do. Overall a great store for most activities, but you can imagine that for real specialty items in a particular discipline that they may not have exactly what you need. There is only so many square feet in the store. Go check this place out. But beware: you likely will spend more time than you planned because there is lots to look at. Have fun!

Rei use to be a great store. Now they are unreasonable in accepting returns. Any return the manager immediately finds a reason to blame on misuse(any reason to not take the return). With poor customer service better to buy from much less expensive stores.

I have been Rei member for 30+ years. Their inventory, service are deteriorating. Example: just called store at 10:20 am. Store Hou's 10-6. Just got long robot explanation of new store operating procedures followed by "goodbye". No option to speak with anyone, ask any questions

Stepped into the new REI location at BayBrook today. Love the set-up they have going on, super user friendly and easy to find everything. The staff was beyond polite and super informative on the product section they were in. Appreciate all the help and knowledge they supplied! Super recommend everyone give them a visit!

Came in for a bike chain- which they basically refused to sell me. They pressured me into bike service where I asked that they would replace the chain. 2 days later I came to pick it up after over the phone they said they had replaced the chain. The chain was not replaced and I pointed at the bad condition it was in which they acknowledged and offered to change it then. The only saving grace is they have some epic shoes. Avoid the bike service center like the plague. Or just bull rush in and grab the part you need and tell any sales person to piss off. Edited this 3 times before it saved my words correctly.

My husband and I just wanted to check out the new store, so we stopped by on a rainy Saturday morning. The staff was beyond courteous and helpful... maybe some of the best customer service ever. I was interested in a pair of boots in a specific size. After the computers indicated that their was a pair in store, two managers, and one very kind employee searched high and low for them. While looking at tents, two different employees answered questions and helped us find the best one for us (we weren't even looking for a tent!) I don't feel prices were overly inflated, and we became members before we left. Highly recommend this store!