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By wonderwoman
Jun 7, 2013
Wonderwoman on CCK

I worked for REI. I registered for my wedding at REI. And the last time I attempted to return something at REI (4 years ago or so?) I was treated like a thief. REI hasn't gotten my business since. I used to spend a ton of money there and now I go to EMS / mountaingear / local climbing shops.

I rarely return anything, and I certainly won't be returning to REI.


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By Boissal
From Small Lake, UT
Jun 7, 2013

Ian Stewart wrote:
REI board members aren't teaching backpacking classes, they're running a multi-million dollar company. I don't give a shit if the CEO knows how to tie a Prusik, that's not her job.

Thank Jeebus someones's head is out of their ass on this thread.
Sue board members? Putting the needs of the members above all else? WTF is this, utopia? As someone correctly pointed out, a CORPORATION will shit in your mouth if there's money in it. Maybe the co-op part will make it so the corporate entity doing the shitting hands you a tissue and thanks you for your troubles but they sure won't be shitting in someone else's mouth in the name of your well being as one of their members...
Keep your sense of entitlement sharp and start an e-petition, I'm sure REI will change the policy as soon as it becomes aware than 37 beaters on a climbing website disapprove of their actions.
The fact that some people manage to survive these days with such a feeble understanding of how their world spins is way beyond me.


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By Count Chockula
From Littleton, CO
Jun 7, 2013
Count Chockula

REI is the Walmart/ Home Depot of gear shops. I stopped shopping there a long time ago 'cause they just don't carry a wide enough selection of gear for any one type of sport IMO.


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By 20 kN
From Hawaii
Jun 7, 2013

Boissal wrote:
Thank Jeebus someones's head is out of their ass on this thread. Sue board members? Putting the needs of the members above all else? WTF is this, utopia? As someone correctly pointed out, a CORPORATION will shit in your mouth if there's money in it. Maybe the co-op part will make it so the corporate entity doing the shitting hands you a tissue and thanks you for your troubles but they sure won't be shitting in someone else's mouth in the name of your well being as one of their members... Keep your sense of entitlement sharp and start an e-petition, I'm sure REI will change the policy as soon as it becomes aware than 37 beaters on a climbing website disapprove of their actions. The fact that some people manage to survive these days with such a feeble understanding of how their world spins is way beyond me.

I am glad to hear that I am not the only one that understands that everything you see about a corporation is all a game of charades to try to hide the fact that the only thing they give a shit about is making as much money as possible, irrelative to what happens to their customers. A corporate CEO would happily lay off 10,000 workers if it meant he could increase his personal worth by another $100M as has been proven many times by the economic collapse of 2007 which was largely caused by bankers selling falsely-rated CDOs and by knowingly selling worthless debt/ hedge-fund packages in a fire-sales.

I find it disgraceful that a teenager can rob a liquor store, steal $400 and get ten years in prison, but hedge-fund presidents and investment-bank CEOs can cost tens of millions of jobs and trillions of dollars from global residents, but not even have to answer for their actions let alone face prison time.


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By willeslinger
From Golden, Colorado
Jun 7, 2013
I was pretty bummed when they didn't greenlight my "Bourne Identity" style reboot of The Eiger Sanction. This was from the rough draft's first act.

I'm an admitted abuser, at least I did it once and my friends still hassle me about it. I'm not all that upset about it. I'll still shop there for the dividend and to avoid douchie, unhelpful local stores. And eh, I've got a couple more months to "resole" my TC Pros at least.


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By willeslinger
From Golden, Colorado
Jun 7, 2013
I was pretty bummed when they didn't greenlight my "Bourne Identity" style reboot of The Eiger Sanction. This was from the rough draft's first act.

I work for a to remain unnamed cable company. Every day of my life is ruled by corporate bean counters with big fancy computers analyzing countless metrics. C'est la vie.


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By Aric Datesman
Jun 7, 2013

Count Chockula wrote:
REI is the Walmart/ Home Depot of gear shops.


Yet you still shop at Home Depot, right?

Getting quite tired of this comparison. REI is what it is... Which anymore is a pseudo-fashion store looking to lighten the wallets of ex-urban yuppies and Gen-Xers. They used to have a great selection of climbing gear (even made their own, including the 1993-vintage REI brand climbing harness I spent the bulk of the week wearing), but no longer. Need some cord or biners quick and they're down the road? Sure. Anything more esoteric and you're out of luck.

Which I guess proves the comparison, and begs the question as to why anyone expects anything different in this day and age?

Perhaps we can start complaining about how Home Depot has driven all the Mom and Pop lumberyards out of business? Or are we ok with the cheap plywood and T-nuts to build our basement bouldering caves? After all, that's not really climbing...

Oh! Maybe we can complain about Ikea next!


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By Aric Datesman
Jun 7, 2013

On a side note, I'm rather amused that this change happened right before I needed to return something... The riveted button on a pair of shorts i bought last year has gone missing. Seems a warranty issue to me, but if not I'm going to be pissed at you abusers for ruining a good thing for the rest of us. This would be the 4th thing I've returned in 20 years, with the others being unused wrong sizes and a not-working-right-out-of-the-box headlamp.


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By Paul-B
Jun 7, 2013
Flakes of Wrath

Aric Datesman wrote:
REI is what it is... Which anymore is a pseudo-fashion store looking to lighten the wallets of ex-urban yuppies and Gen-Xers.


100% accurate.

Shop there if you find deal/like the selection. Otherwise patronize your local gear shop, and quit telling the internet how much you hate REI. Despite some assertions on this thread REI has not put every other gear shop on the planet out of business, and there are plenty of internet REI's (IE backcountry) to patronize as well. With the internet age you have infinite options....But you like REI because you can go there, feel product, try it on, return it if you don't like it. Its got its ups and downs.

REI definitely does not have great customer service (especially lately I've noticed, others have addressed this), however I feel most times I go into my local gear shop I've been met with such a snobbish dismissive attitude I have no impetus to patronize them instead.


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By Ray Pinpillage
From West Egg
Jun 8, 2013
Cleo's Needle

Aric Datesman wrote:
Yet you still shop at Home Depot, right? Getting quite tired of this comparison. REI is what it is... Which anymore is a pseudo-fashion store looking to lighten the wallets of ex-urban yuppies and Gen-Xers. They used to have a great selection of climbing gear (even made their own, including the 1993-vintage REI brand climbing harness I spent the bulk of the week wearing), but no longer. Need some cord or biners quick and they're down the road? Sure. Anything more esoteric and you're out of luck. Which I guess proves the comparison, and begs the question as to why anyone expects anything different in this day and age? Perhaps we can start complaining about how Home Depot has driven all the Mom and Pop lumberyards out of business? Or are we ok with the cheap plywood and T-nuts to build our basement bouldering caves? After all, that's not really climbing... Oh! Maybe we can complain about Ikea next!


You correct on all accounts, no doubt. However, regardless of REI's evolution in business model, REI exerts substantial competitive pressure on the outdoor industry with its return policy. As I'm sure you're aware, there are many retailers who share the same return policy as REI simply because of REI. This change in policy marks the beginning of a change in the industry for returns.
REI's return policy was unsustainable and it was only a matter of time before it changed. I think this is the first step and that "abusers" is a convenient way to get consumers on board with the change. The next step is limiting warranty returns outside of the manufacturer's return policy. I don't think future changes will receive notice.

For the most part I don't think MP members are the core demographic of REI and any lost sales due to this change will be made up in margin retention.


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By Rob M
Jun 8, 2013

I've scored stuff at the REI gearsale I would have been ashamed to return myself. I'm wearing a pair of climbing oants right now taht said "customer lost weight" on the return tag.

The returned it because they LOST WEIGHT?! Are you fеееееее kidding me? I paid 15 bucks, and the previous owner forgot 4 bucks in the pocket.

It was being abused. REI also gives you a percentage back. Please people, quit complaining. Jezus.


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By David Rivers
Jun 8, 2013
East Beach bouldering

Thank you to the shameless comedian who returned the barely used 45.5 solutions to the Boulder store complaining of the "little hole" in the tongue. I scored your castoffs for $75!


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By adamx
Jun 9, 2013

1 year is still supppppper generous. Closest brick and mortar store I can think of would be walmart, at 3 months. I can think of one major chain that lowered theirs to 7 DAYS...


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By Ellenore Zimmerman
Jun 9, 2013
me

I stopped shopping at REI because they pissed me off at first in relations to their former return policy. I remember a fat kid ath the counter who claimed to be a "climber" saying how he suspects we were abusing their return policy and he "knows how it is". Then I just stopped going there because of my taste for higher quality gear and more knowledgeable and friendly staff at the local gear shop. Now that I have most of my gear, I prefer to shop for specific things I need only at the local gear shops.
I do shop at Walmart. Totally enjoy staying overnight on their conveniently lit up parking lots on climbing/beach hopping trips, as I shop there for necessary foods, toiletries etc.


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By APBT1976
Jun 9, 2013
Black Dike 12/25/11

Walmart is evil....

Have not shopped there since i friend turned me in to exactly why other than the obvious. Imop non of us should be shopping at Walmart.

Rei? But for the most part they do not have my business mostly cuz the store sucks and when you do return something you get stink eye and a tude from 90% of the employees.


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By Ellenore Zimmerman
Jun 9, 2013
me

When mom /pop stores can let me park on their well lit camera'd up parking lots overnight....I will still shop at Walmart. I would rather spend grocery and skin soap money on premium gear and gasoline.


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By David Sahalie
From on the road again
Jun 9, 2013

Is 'skin soap' a significant portion of your budget?

... hole in tongue of Solutions, that's hilarious!


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By David Sahalie
From on the road again
Jun 9, 2013

Non-believers, open your hearts to REI to receive her love, and be showered with her as-now one year return policy. Hallelujah!


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By Ellenore Zimmerman
Jun 9, 2013
me

David Sahalie wrote:
Is 'skin soap' a significant portion of your budget? ... hole in tongue of Solutions, that's hilarious!

by "skin soap" I mean toiletries like shampoo, conditioner, lotion, toilet paper etc. etc. items that carry little or no significance in life or death situations, opposite of climbing gear.
heck, if I pay full price for a piece of gear I want it to have no holes either, tounge or no tounge.


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By Tits McGee
From Boulder, CO
Jun 9, 2013
How I Send

On the bright side of things...Maybe it was the 100%, no questions asked return policy of REI and so many others that drove manufacturing quality down. Without a limitless return policy people may actually want quality gear that outlasts a limited return timeframe. Thus forcing companies to make more durable, better made products (again).


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By Rob M
Jun 10, 2013

I've got REI stuff I've abiused and it lasted. And it was way cheaper than "name brands."


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By dano-colorado
Jun 10, 2013

Maybe the change in the return policy has nothing to do with climbers. It would be interesting to see what percentage of their total sales is climbing equipment. Self centered?


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By clay meier
Jun 10, 2013
Thats Me

I abused the shit out of that return policy. Heck I returned things that I did not even buy there. Why? Because Rei said I could return anything. I would never do this at a locally owned shop but I would be psyched if Rei went under. Rei has no compassion for me the consumer (and why should they? It's a business. It's for making money not friends) and I have no compassion for rei


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By Ian Stewart
Jun 10, 2013

Another reason to hate REI: they ship orders using UPS, and require a signature at time of delivery. I ordered something during the sale a couple weeks back and they tried to deliver it Thursday, Friday, and now Monday between 2-6pm. Yeah, because I can really be home between 2-6pm willy-nilly during the week... You have the option to "change delivery" with UPS, but my only free option was to have them hold it at a UPS facility 15 minutes from my house (even though there are plenty of UPS stores within minutes of me). They charge $5 to give you the option to deliver on a different date. After the 3rd failed delivery attempt, they return to sender. FedEx (which is awesome), USPS, or not requiring a signature at the time of delivery would solve all of these problems. UPS is the worst.

So, REI is getting another return from me and I never even had the item in the first place.


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By Locker
From Yucca Valley, CA
Jun 10, 2013
...

+1 on the below:

"Yet you still shop at Home Depot, right?

Getting quite tired of this comparison. REI is what it is... Which anymore is a pseudo-fashion store looking to lighten the wallets of ex-urban yuppies and Gen-Xers. They used to have a great selection of climbing gear (even made their own, including the 1993-vintage REI brand climbing harness I spent the bulk of the week wearing), but no longer. Need some cord or biners quick and they're down the road? Sure. Anything more esoteric and you're out of luck.

Which I guess proves the comparison, and begs the question as to why anyone expects anything different in this day and age?

Perhaps we can start complaining about how Home Depot has driven all the Mom and Pop lumberyards out of business? Or are we ok with the cheap plywood and T-nuts to build our basement bouldering caves? After all, that's not really climbing...

Oh! Maybe we can complain about Ikea next!"


FLAG


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