Recreational Equipment Inc.

Hello Revdex.com,
Thank you for forwarding Mrs*** experience and I apologize for the inconvenience that this situation has caused
It is important to point out that Mrs*** submitted a Revdex.com Claim disputing REI’s 100% Satisfaction GuaranteeAs explained in the previous claim
response (#***):
The REI 100% Satisfaction Guarantee is something that we truly care about and is one of the many reasons that our members and customers choose to shop with us over our competitorsREI’s Return Policy always has been 100% satisfaction guaranteed and has never covered ordinary wear and tear or damage caused by improper use or accidentsThe update to the policy referenced by Mrs*** is that we now only honor general returns or exchanges within a year of purchaseIf the item has a manufacturing defect in its materials or workmanship, it can be returned at any time
Reviewing Mrs*** order history, the REI Aldervale RoPants - Women's Petite SHALE Petite (***) was purchased on May 5th, at the Yonkers REI storeIn all communications concerning the pants, it has been messaged that REI stands behind the 100% Satisfaction Guarantee and we require a review and inspection of the item prior to making a return decision
For additional information concerning the REI Return Policy please see:
http://www.rei.com/help/return-policy.html
After thorough review and evaluation of the contacts, REI will remain consistent with the previously communicated messagingIt is the responsibility of the customer to ensure that REI is provided the opportunity to inspect the REI Aldervale RoPants - Women's Petite SHALE Petite (8442110005) purchased in May prior to the return decision being madeThe inspection can be completed at any REI store or by mailing the item to the REI Returns Department (see above link for mail return instructions)
Thank you again and REI considers this claim closed
Sincerely,
Matthew F
Customer Support Supervisor for REI Sales and Customer Support

Complaint: ***I am rejecting this response because:
I sent an email to your customer service with the receipt for date of purchase and my husbands member number Sincerely,*** ***

We did not request a returnWe allege that the merchandise have manufacture's defective zippers The company will not accept or explain where to deliver the defective merchandise for inspection nor what its prepared to do to honor the limited warrantyThe limited warranty policy language found on the REI website is as noted below and says "anytime" and mentions no requirement of proof of purchaseThe merchandise is REI brand jacket I bought with cash from their Carle Place, NY or years agoI don't make a habit of providing my name with cash purchases I have bought there with a credit card and it's unlikely I'm not on their systemNotwithstanding, It should be easy for the company to identify its own product based on season sold and replace or refund valueIt should cease any advertising if it cannot meet its limited warranty guarantee. https://www.rei.com/help/limited-warranty.htmlLimited WarrantyAll Help Center topicsIf your item has a manufacturing defect in its materials or workmanship, you can return it at any timeMany of our items also have a separate warranty from the manufacturer, and you can also return any of those items that don’t meet the manufacturer's warranty.This limited warranty gives you specific legal rights, and you may have other rights which vary from state to state.Sincerely,*** ***

I reviewed our records and Mr***’s refund was initiated on 11/30/in the amount of $The refund tender is a mailed bank check dispatched to the address on file (provided by the customer)Checks may take up to business days to process, ship and deliver
Please let me
know if there are any additional questions
Thank you,
Matthew F*
Customer Support Supervisor for REI Sales and Customer Support
Ph:
Email: ***@rei.com

Hello Revdex.com,
Thank you for forwarding Ms*** rebuttal.
As stated above:
Once proof of purchase can be provided or established we are happy to inspect the items to make a return decisionInspections can be made at any of our retail locations or by sending to the REI Returns Department following the return instructions found on REI.com
As stewards of the we all are expected to abide by and administer all REI policiesREI stands by all decisions and considers this matter closed
Sincerely,
REI S&CS Leadership

Revdex.com:They sent my the gift card and I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Complaint: ***I am rejecting this response because my children endured not only physical but emotional distress from this incident and REI accepts no responsibility I am filing a lawsuit today and will comply with the dept of consumer affairs request to feature a story on the dangers of bike trailers and properly trained techs
Sincerely,*** ***

Hello Revdex.com,
Thank you for forwarding Mr***’s experience and I apologize for the inconvenience that this situation has causedI have personally reviewed the order including all communications, decisions, and actions that were made by REI and the customer
In review, I see
order #*** was placed on 08/29/for a quantity of SmartWool Run Light Micro Socks WHITE XLREI provides a 100% Satisfaction Guarantee and stands behind the product that we sellIf Mr*** is not satisfied with the REI purchase of SmartWool Run Light Micro Socks he may return them to REI for a replacement or refund within one year of purchaseBelow are additional details concerning REI’s return policy and our 100% Satisfaction Guarantee
https://www.rei.com/help/return-policy.html
https://www.rei.com/help/limited-warranty.html
For all questions and concerns surrounding SmartWool’s 100% Satisfaction Guarantee we recommend that Mr*** reach out directly to SmartWool Customer Service
For all questions surrounding REI’s 100% Satisfaction Guarantee Mr*** can visit the above links or contact REI Customer Service at 1-800-426-
I feel it is important to share the chat transcript to show that REI indeed interacted with Mr***, offered a 20% off coupon for the inconvenience and that the agent handled and disconnected the chat appropriately
Chat Transcript 10/24/10:AM
Thank you for contacting REI, my name is Janet.*** ***: Hello On this order - I bought pairs of Smartwool socks because they had the lifetime guarantee But now they have changed it to years apparently just a few weeks ago.*** ***: I feel I have had a loss of value.*** ***: I could have bought the cheaper REI brand socks.Janet: REI has a 1-year return policyIf Smartwool changed their warranty, this is something you will need to address with them.*** ***: So, that's it You're advising me it's a dog-eat-dog world out there?Janet: I apologize for any inconvenience this may have caused youHave you contacted Smartwool?*** ***: I am asking REI about it now Why do I have to do this extra work with Smartwool? REI makes extra bucks selling this premium brand with a well-known lifetime guarantee I am chatting with you now saying I have had a loss of value.Janet: I understand thatBut REI did not offer this guarantee, Smartwool didBelow is a link to REI's return policy:Janet: https://www.rei.com/help/return-policy.html*** ***: I'll file a Revdex.com report then REI does not care?Janet: We stand behind everything we sellIf you are not satisfied with your REI purchase, you can return it for a replacement or refund within one year of purchase.REI’s guarantee doesn’t cover ordinary wear and tear or damage caused by improper use or accidents.Janet: Is there anything else I can do for you?*** ***: Can you adress this loss of value? What about a gift card as a compromise?Janet: I can offer you a coupon for the inconvenience you experiencedThis coupon will be sent to your email.*** ***: Can you tell me how much it will be?Janet: One moment please.*** ***: Is the corporate address in Kent or Sumner WA?Janet: It will be a coupon for 20% off.Janet: The REI Corporate office is located in Kent, WA.*** ***: Okay Sounds good.Janet: Thank you for using REI Live Help! If you would like a transcript of this Live Help session for later reference, click on the print icon above this window.*** ***: Thansk for ripping me off (not you personally) I would like a 50% refund if possible Can you escalte to a manager?Janet: If you would prefer, you can call us at 800-426-and request to speak to a supervisor.*** ***: I cannot make such a call at this time.Janet: I can only offer you the 20% off coupon.*** ***: What about my request for a manager? I would settle for pairs of REI socks being sent to me.Janet: Supervisors are unavailable via live chat.Janet: You can call us at 800-426-and request to speak to a supervisor.*** ***: Can you call one or email them and make them aware of this situation and ask them to resolve it or email me?Janet: One moment please.Janet: Your other option is to return the socks for a full refund, as you are still within REI's return policy.*** ***: Can you call one or email them and make them aware of this situation and ask them to resolve it or email me?Janet: I have consulted with a supervisor and your socks are still under the 1-year REI return policyIf you are not happy with your purchase you can return the items for a full refundFor further consideration regarding the Smartwool guarantee, you will need to reach out to the vendor.*** ***: You know that it's a Bait & Switch by REI? I paid for one thing and you delivered a totally different thing.*** ***: It's one of the few marketing tricks that is a crime in all States.*** ***: You are not taking responsibility? You're continuing the trick and saying call Smartwool?Janet: Again, if you are not happy with your purchase, you can return it for a full refundThis is not a bait and switch by REISmartwool made a change to their guarantee.*** ***: In the eyes of the law, it is a textbook definition.Janet: I am unable to assist you further.Janet: Thank you for using REI Live Help! If you would like a transcript of this Live Help session for later reference, click on the print icon above this window.'*** ***' disconnected
('Concluded by Agent')
In my research, I also confirmed that the 20% off coupon was sent to Mr***’s email address (***) on 10/at 10:AM PST
After thorough review, REI stands behind all information, appeasements and options provided
Sincerely,
Matthew F*
Customer Support Supervisor for REI Sales & Customer Support

Hello Revdex.com,
Thank you for forwarding Mrs***’s rebuttal
As stated above REI’s Return Policy always has been 100% satisfaction guaranteed and has never covered ordinary wear and tear (as noted in the original complaint) or damage caused by improper use or accidentsThe update to the policy is for general returns or exchanges within a year of purchaseIf the item has a manufacturing defect in its materials or workmanship, it can be returned at any time
REI has always requires the opportunity to inspect items prior to making a return decisionMrs*** can visit any retail store or follow the return instructions found in the link below
http://www.rei.com/help/return-policy.html
As members and stewards of the we all are expected to abide by and administer all REI policiesREI stands by all decisions and considers this matter closed
Sincerely,
REI S&CS Leadership

Hello Revdex.com,
Thank you for forwarding Mrs***’s experience and I apologize for the inconvenience that this situation has causedI have reviewed the order including all communications, decisions and actions made by REI and the customer
The REI 100% Satisfaction Guarantee is something that
we truly care about and is one of the many reasons that our members and customers choose to shop with us over our competitorsREI’s Return Policy always has been 100% satisfaction guaranteed and has never covered ordinary wear and tear or damage caused by improper use or accidentsThe update to the policy referenced by Mrs*** is that we now only honor general returns or exchanges within a year of purchaseIf the item has a manufacturing defect in its materials or workmanship, it can be returned at any time
Reviewing Mrs***’s order history, the ExOfficio Lillyput Fleece Jacket - Women's BLACK HEATHER XS (***) was purchased on January 3rd, at the Yonkers REI storeIn all communications concerning the fleece jacket, it has been messaged that REI stands behind the 100% Satisfaction Guarantee and we require a review and inspection of the item prior to making a return decision
For additional information concerning the REI Return Policy please see:
http://www.rei.com/help/return-policy.html
After thorough review and evaluation of the contacts, REI will remain consistent with the previously communicated messagingIt is the responsibility of the customer to ensure that REI is provided the opportunity to inspect the ExOfficio Lillyput Fleece Jacket - Women's BLACK HEATHER XS (***) purchased in January prior to the return decision being madeThe inspection can be completed at any REI store or by mailing the item to the REI Returns Department (see above link for mail return instructions)
Thank you again and REI considers this claim closed
Sincerely,
Matthew F
Customer Support Supervisor for REI Sales and Customer Support

Hello Revdex.com,
Thank you for forwarding Ms*** concerns and I apologize for the inconvenience that this situation may have causedI have reviewed all interactions including phone communications, decisions and actions made by REI and the customer
At the time of contact, proof
of purchase could not be provided and the items had not been inspected by REIUnfortunately REI was unable to find or confirm proof of purchase with the information provided
Based on the initial contacts it is important to reiterate that per REI.com Terms of Use:
Returns may make you ineligible for promotions and we reserve the right to require identification, proof of purchase, or additional verifiable information to help REI locate the purchase in our records
After we have received your valid return, we will provide one of the following within a reasonable time: an exchange of merchandise for the item returned, a non-transferable merchandise credit, a non-transferable gift certificate or gift card, a credit to the payment card used to pay for the product, a check, or another remedy that we determine in good faith is appropriate in the circumstances
If you do not comply with any of the above conditions, we reserve the right to refuse the return or exchange, or to impose different or additional conditions, including (without limitation) basing our response on the current sales price
REI stands behind the 100% Satisfaction Guarantee and Limited WarrantyOnce proof of purchase can be provided or established we are happy to inspect the items to make a return decisionInspections can be made at any of our retail locations or by sending to the REI Returns Department following the return instructions found on REI.com
After thorough review and evaluation, REI will remain consistent with the previously communicated messaging and stand by our policies documented on REI.comIt is the responsibility of the customer to ensure that REI is provided proof of purchase and the opportunity to inspect all return requests prior to making a return or exchange decision
Thank you again and REI considers this claim closed
Sincerely,
Matthew F
Customer Support Manager for REI Sales and Customer Support

Complaint: [redacted] - I am rejecting this response.Mr. F[redacted],Your response makes absolutely no sense.  You are claiming I have been refunded for this tent, but then why would the tent be in my possession?  As you are certainly well aware, your company does not allow customers  to keep equipment for which you issue refunds.  Your claim that I have been refunded for this tent is thus very blatantly false and amounts to very blatant libel.I have purchased numerous pieces of equipment from REI over the last decade, including tents for 35+ people and an entire bike fleet of 35+ bicycles for the business I owned (those transactions were managed through your corporate sales department).  I am an outdoor professional and have been starting and managing outdoor education programs for over a decade now.   I am currently also the owner of an online sustainable living school with over 250,000 enrolled students in 200+ countries.   Because this tent is several years old - and is thus, by the way also subject to your original life-time refund guarantee, aside from the Limited Warranty - I do not have any kind of proof of purchase for it.  For whatever reason this tent was not placed on my membership, but that fault lies with REI employees and not me - and of course that also means you folks never paid out the member dividend on this product.  Finally I am not, and was not asking for a refund.  I was asking for this tent to be replaced, as I am entitled under your Limited Warranty, which by the way does NOT require any kind of proof of purchase.  I AM REQUESTING A REPLACEMENT - NOT A REFUND.  I am politely but very firmly demanding that the product be REPLACED - NOT refunded.  Please provide me with the a pre-paid shipping label to again return the tent and to have it exchanged accordingly, as per my original request.  Should you deny this request, I intend to file complaints with the Attorney General Offices in California and Washington.   You folks are attempting to defraud your customers, and I am guessing I am not the only person affected by your actions;  I doubt you folks want a class-action lawsuit on your hands.Best regards,[redacted]

Hello Revdex.com,
Thank you for forwarding the customer’s experience and I apologize for the inconvenience that this situation has caused. I have reviewed the order including all communications, decisions and actions made by REI and the customer.
Order #[redacted] was placed on 2/3/16 and as...

requested by the customer shipped to an address in in Portland, Oregon. The order delivered on 2/10/16 and REI was informed on 2/18/16 that there was an issue with the Arc'teryx, Thorium AR Hoody, TROPOS BLUE, S, Men's(8872810016).
REI offered a prepaid return shipping label for the customer to return the item to REI for inspection. As communicated to us, the customer used a freight forwarder to ship from Portland, OR to China and is unwilling to return the item to REI or to the Portland, OR address where the prepaid return label can be used.
On two(2) occasions REI has requested pictures of the actual item received but unfortunately the customer has not complied. Based on the email description provided by the customer and in a show of good faith REI processed a credit of $55.19 to compensate for the customer described difference between the received jacket and what was ordered. The adjustment was applied to the original form of payment and communicated to the customer on 2/19/16.
We know our members and customers take our gear all around the world, unfortunately REI cannot be held responsible for return shipping costs abroad for domestic purchases. Because the item was shipped to a domestic address in Portland, OR it is the responsibility of the customer to return the item to that location (then may use a prepaid UPS return label) or directly to the REI Returns department for inspection.
 
REI feels that every effort was made to support the customer and we consider this matter resolved.
 
Thank you,
Matthew F[redacted]
Customer Support Supervisor for REI Sales & Customer Support

Hello Revdex.com, Thank you for forwarding the customer’s experience and I apologize for the inconvenience that this situation has caused. We have fully reviewed the purchase/return history including all communications, decisions and actions made by REI and the customer. REI stands behind...

everything we sell and if a customer is not satisfied with their REI purchase, they can return it for a replacement or refund within one year of purchase. REI’s guarantee doesn’t cover ordinary wear and tear or damage caused by improper use or accidents. For additional information please see REI’s full Return Policy found at: https://www.rei.com/help/return-policy.html In this case the customer requested a refund for 4 sleeping pads purchased more than one year ago. The customer noted that the reason for return was that all 4 sleeping pads had manufacturing defect in their materials or workmanship.  After thorough review and inspection of the sleeping pads, REI did not find any manufacturing defects in the item’s materials or workmanship. Therefore REI will not be honoring the requested return and refund. Thank you again and REI considers this claim closed. Sincerely, REI Sales and Customer Support Leadership

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I appreciate REI understanding the inconvenience caused by switching from VISA to MasterCard.Sincerely, [redacted]

Hello Revdex.com,
 
Thank you for forwarding Mr. [redacted] experience and I apologize for the inconvenience that this situation has caused.
 
We are sorry to hear that when opening the shipping bag Mr. [redacted] cut into the Mountain Hardwear, Glacier Guide Down Parka, THUNDERHEAD GREY,...

M, Men's (8865080012).
 
REI stands behind our 100% Satisfaction Guaranteed policy and in this case it states that:
 
“REI’s guarantee doesn’t cover ordinary wear and tear or damage caused by improper use or accidents.”
 
As a courtesy and to help Mr. [redacted] overcome the unfortunate accidental cut, we have offered 20% off of a paid replacement Mountain Hardwear, Glacier Guide Down
Parka, THUNDERHEAD GREY, M, Men's(8865080012) jacket. As an alternative to purchasing a new jacket he could purchase a repair kit which several options are available on REI.com. 
 
Thank you again for supporting REI and we look forward to inspiring, educating and outfitting you for a lifetime of outdoor adventure and stewardship.
 
Sincerely,
 
Matthew F.
Customer Support Supervisor for REI Sales and Customer Support

Dear Mr. [redacted]:We would be please to clarify REI's pricing methodology and discount structure, which is designed to support our co-op's dividend process.  Full-priced purchases are designated in whole dollar amounts or ending in $_.95 (which qualify for annual dividend rebates), while...

discounted or sale-priced purchases are differentiated by ending in $._3 or $.-9 (which do not qualify for dividends).  The socks in question are currently discounted, so they are priced at $14.99 instead of $15.00 – this ensures that they are marked as not eligible for dividends in a member’s purchase history.
The Darn Tough 25% discount is part of our current Labor Day sale event, which is identified on our website home page.  The online pricing already reflects the 25% off as $14.99 (marked in red, with a line drawn through the original full price of $20.00, and noted as “REDUCED PRICE You Save: 25%”).  In stores, we identify this discount with signage placed at the Darn Tough display, stating 25% off the full price.  The socks ring up as $14.99 at the register (online and in-store pricing is consistent).  Both online and in-store communications reflect the 25% discount.
The terminology “Reduced Price” has been commonly used by REI to denote various types of discounted pricing (temporary sale events, permanent markdowns, or REI-Outlet.com products).
We appreciate your patronage, and hope that this sufficiently explains our pricing and discount policies.  Please know that REI is fully committed to maintaining clear and understandable merchandising communication for all our customers.
Best regards,
REI Retail Operations

Hello Revdex.com,
I want to thank [redacted] for taking the time to contact the Revdex.com concerning the recent purchasing experience with REI.com and I apologize for the inconvenience that this situation has caused.
 
I personally reviewed all of [redacted]’s recent requests for orders including...

communications, actions, and decisions that were made. I am sorry that the items requested were found to be unavailable for purchase from REI.com. It is always REI’s intention to fulfill all requests for order but unfortunately in [redacted]’s case we were unable to do so.
 
As stated in the REI Terms of Use; Part Two - Section 3:
Note that some items may be backordered or unavailable even if the Sites indicate that they are in-stock, and adding an item to your cart does not guarantee the availability of that item.
 
Also stated in the REI Terms of Use; Part Two - Section 3:
We (REI) will not charge your payment card until the item ships to the designated delivery address.
 
Preauthorization of payment is required for all order requests but payment is not collected until the item ships to the designated delivery address. As a courtesy, [redacted] was provided with a 20% off coupon to use towards a future purchase and REI considers this matter resolved. No further courtesies or compensation will be provided.
 
Sincerely,
 
Matthew F[redacted]
Customer Support Supervisor for REI Sales & Customer Support

Complaint: [redacted]I am rejecting this response because:
If someone is supposed to contact me, no one has yet.
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:The company has simply reiterated their initial policy twice now with no mention of the original complaint. As I mentioned SEVERAL times, I do not live near a store. The company wants me to send the item back, at my expense, for inspection by their team, at which time they may or may not reject the return. They are essentially punishing me for not living near a store. That's simply not acceptable to me as a customer. I want the company to compensate me for the cost of shipping the item back to them—I don't think this is too much to ask for and I'm not sure why the company is fighting me on this one detail. They have most certainly lost a customer and, as someone who frequently blogs about my experiences with various companies, I will be sure to broadcast my displeasure with the company's new practices far and wide (I'm also a journalist) urging people to boycott the store.
As I've stated multiple times, yet the company chooses to ignore, I have a receipt that actually does not indicate ANYWHERE, the new return policy that REI claims went into effect after I made my purchase (I've attached it). As no one informed me of this when I made my purchase, technically they should take the jacket back without any hassle.
Sincerely,[redacted]