REI: Returned Northface jacket to store location in...
A REI customer review by GetHuman user ~jackson from November 7th, 2017
Background on ~jackson's case
GetHuman: ~jackson - can you tell our other REI customers when your case took place?
~jackson: Yes. It was afternoon, on November 5th.
GetHuman: Did you reach out to REI, and if so, how?
GetHuman: And which of these common REI customer issues best describes the reason you wanted to talk to them?
(Shows ~jackson a list of common REI problems)
~jackson: "Track order" was why I was trying to call.
~jackson's review of REI customer service
GetHuman: So how would you sum up your experience for GetHuman's REI customer community? We'll censor any IDs, numbers, or codes and any inappropriate words here out of respect to the millions of other customers using this resource.
~jackson: Returned Northface jacket to store location in Cary, NC. Thought I'd be able to do a simple exchange for correct size but was told that without a receipt couldn't do. Know mind you I had been to Durham , NC store where I live and had them to search local area for correct size and Cary had it, so expected to do the transaction. There were ***% satisfaction signage (outlining return & exchange parameters) plastered all around the registers so I was expecting exceptional customer service. I asked to speak to the store manager in Cary. She comes out to discuss. Basically tells me can't do w*o receipt despite there return policy being contrary. I leave very frustrated. So decide to call Raleigh, NC store to see what return policy was and they were okay with returning items for exchange, etc. as long as item was in original condition & had tags, etc. So then I call Cary store manager on phone and asked her why there was varying policy across the retail stores (Durham*Cary seemed t
GetHuman: Let's quantify your experience contacting REI. On a scale of 1 to 5, how easy is it go get help on a REI problem?
~jackson: I'd give them a one out of five for ease of finding your way to help.
GetHuman: What about quality of communication. How would you rate that on a 1 to 5 scale?
~jackson: I'd give them a one out of five on communication.
GetHuman: And what about REI's ability to quickly and effectively address your problem?
~jackson: For that I would say three out of five.
GetHuman: And finally- any advice for other REI customers?
~jackson: Call them early in the day or late. Don't forget any personal or account information you might need for REI to know who you are.
GetHuman: Well there you have it. Some useful feedback and words from ~jackson taken from his REI customer service problem that occurred on November 5th, 2017.