The sales people on the floor were nice and knowledgeable, but limited stock of what we needed. However, the cashiers were terrible! We were standing in line and two were chatting, completely oblivious. When finally called us over, they kept talking instead of focusing on ringing us up. I wanted to ask a question but couldn't interrupt their conversation. The girl ended up apologizing and said, "Sorry, we were talking about our day." Duh, I know!
I generally prefer to buy things from REI to support the business but today I have a not so pleasant visit. Micro aggression.
I visited for a Garmin purchase and was waiting for a specialist; I was the first customer waiting for help. While I waited, another customer (Caucasian) arrived. When the assisting employee came, they did not acknowledge me. Instead, they immediately addressed the Caucasian customer, incorrectly assuming I was the last in line.
As an Asian customer, I felt invisible and overlooked during this initial interaction, as my correct place in the queue was ignored. They ultimately decided to assist me, but only after asking for permission from the customer who arrived later. This initial incident where I was treated as secondary significantly soured my shopping experience, despite the employee being very friendly afterwards.
Suggestion for Improvement: Ensuring the first employee clearly identifies the original customer waiting would prevent such unfair prioritization and make all customers feel equally respected.
I went to this REI to return a raincoat I had ordered online, specifically because REI charges $7 to return items by mail. The jacket was in its original packaging, tags still attached, and had only been tried on briefly to confirm the size was wrong.
The return itself was oddly uncomfortable.
The cashier slowly unwrapped the package, unfolded the jacket, and examined it with the intensity of someone searching for contraband. I was asked why I was returning it, whether it had been used, and other questions that felt unnecessary given the obvious condition of the item.
What made this especially frustrating is that I’ve been an REI member since 1997. That’s nearly 30 years. I took the time to walk into the store to avoid a mail return fee, and the experience felt less like customer service and more like mild suspicion.
I did browse the store before leaving, and that only deepened the disconnect. The prices were staggering. $60–$80 for a wool cap. $65 for a basic ball cap. $70-plus gloves. These aren’t technical expedition pieces, just everyday items.
Which raises an honest question: who is this store actually for anymore?
Bottom line: Between the paid mail returns, uncomfortable in-store return process, and eye-watering prices for basic gear, REI no longer feels like a retailer that values long-term customers. The brand I joined decades ago seems very different from the one operating today.
I came into the store today to buy some boots. The staff members I spoke to on the phone and in the shoe section were very helpful and courteous. However once I got to the cashier (named Ghalia per my receipt) she was overly pushy about me getting a membership. Asking me to do it once is no problem at all I understand that is her job. However my issue is when I tell you I am not interested and you keep trying to push me into it and then acting like I am weird and giving me attitude that I don't want to add onto my already decent payment. I should also add the customer before me seemed to have a similar interaction of her being pushy. I really would appreciate if this specific staff member could be retrained on how to act in these cases, due to how uncomfortable the situation was for me and I personally have never had such an experience at any other REI location.
Outstanding service for getting my stepsons fitting for a multi-week backpack and hiking shoes. Hard to find knowledgeable staff these days, these guys were excellent!!
Patient and supportive staff, doesn’t push sales but makes sure to check in once every twenty minutes to see if you need help. Jeff in the shoe dept was able to help me get some hiking boots that really fit well after trying out 2 other pairs. In general Rei is just a good company with a nice credit card reward system and company culture.
This review is specifically for Mr. Froy at the bike services department. I came in for a derailleur adjustment, and Froy was amazing. He not only fixed the problem, but also walked me through how to do the adjustment on my own. He knows bikes extremely well and explains everything clearly and patiently. Thank you, Froy! If you’re having bike issues, definitely ask for him.
I am very disapointed. After going to REI's bike shop 7-8 times in 2 months, the issue keeps stopping for a week and comesback and they keep charging so much money. They are just scamming me. I used to love REI but after this bike it is not safe for my child and he is riding this and it is a pain bringing it back to REI and they show no sense of remorse and they keep trying to get thier way out the situation and they keep telling this or another and I am very disapointed by the bike shop service
The staff are so self-important and condescending. They question every purchase I make every time I visit the store, as if they are the gatekeepers to the outdoors and their permission is required before I go anywhere or use any of the products they sell. This attitude isn’t limited to the San Carlos store. I’ve been an REI member for 20 years, but I won’t shop at REI anymore.
One of the best stocked rei’s I’ve been in - great selection, well stocked, incredibly knowledgeable sales people, not huge waits at checkout, all in all a great outdoor store. Membership gets about a 10% discount in the form of a dividend. Their online shopping is excellent as well. Always beats the delivery timing.
I am from San Francisco, but I usually come here because this REI has alot more product than the city and it easier to find parking. The staff is helpful and prices for the most part is pretty good especially REI products.
Amazing REI. Was helped by a lady at the bike service, who went above and beyond to find someone to assist us on a non-bike question, and to help me resolve my bike question with a solution I didn't imagine! She was so professional.
Very rude customer service failed to honor the return policy. Blaming me for wearing the shoes excessively which I only wore less than 30 times. Other people literally had the same problems with the shoes but they chose to ignore. I don’t know how those people got employed at first place.
I have been to other REIs in many other states. All employees are very professional and welcoming, definitely not this place.
I am British and the prices in this store compared to what we pay in the UK / Europe are high. But they have a bargains section of used or returns which is really. It is well stocked and easy parking. I find some staff are knowledgeable.
I love REI and have been a member for over 10 years. Normally the staff are great, but this location is really unusual in that the staff are rude and super un professional. I don't know what they're on, but it is extremely disappointing.
Very well staffed. People who work there will run down information if they don't know the answer to your question(s). Feels like a smaller store but it's densely packed in most gear areas. Standard REI prices are more expensive than many stores in the area and especially online, but sales prices are very competitive. I regularly shop here and would return.
Did REI change its return policy? Was greeted with some extremely unfriendly and judgmental attitudes upon returning an item, that broke after one use and well within the year-long timeframe. The two women, Melina and her tall friend, working next to her appeared to be making sport about making their customers feel uncomfortable. Melina tried to take the large item apart at the counter, blocking her colleagues’ path in the narrow space, but gave up without any real attempt to understand or locate the issue and just continued to scowl, avoiding eye contact, while she dealt with my return. I was charged an extra fee because “the return was really close to the one year mark”. The woman next to her made some rude comment about returning the item to landfill, as if I set out to destroy the environment by intentionally ruining my purchase. REI should work with the manufacturer on improving quality and replacing parts instead of tossing used gear. Also, don’t work retail if you care about the planet. I hope these two find some employment that brings them greater satisfaction, than passing judgment and berating their customers.
My bicycle needs maintenance, so I called REI at 6:20 p.m. to ask if they were still accepting bikes for maintenance that evening. The answer was yes. I then asked if I needed to make a reservation or appointment in advance, and they said no. The staff told me I could drop off my bicycle anytime.
Since I knew the store closed at 7 p.m., I quickly emptied the cargo area of my car, loaded my bicycle into it, and hurried to the store. I arrived at 6:50 p.m.
However, the staff at the bike shop told me, "We can't take your bike because we don't have time. Please come back tomorrow." I explained the phone conversation, but they still said no. I asked if I could leave my bike there for the night and return the next day, but they said they couldn't take responsibility for it, so again, the answer was no.
Please clarify by what time bikes can be accepted for maintenance drop-off and make sure this information is clearly shared among all staff.
Love the gear, not the dog ban REI, we need to talk. I come to you for all things outdoorsy—gear, clothes, water filters I’ll never figure out—but the one essential thing I apparently can’t bring? My dogs. My trail partners. My ride-or-dies. My kids!
What’s the point of hiking boots and tent demos if I can’t test them out with the one creature I hike for? It’s giving “indoors.” Do better, REI. Until then, we’ll be sniffing around your competitors.
I bought thermal underwear, after 2 days I realized that it was of poor quality, I decided to return it. The store refused to return the money to the card, they said that it was in poor condition. You have an interesting approach to customers. Thank you for offering me your card.
I recently had an outstanding experience at REI in San Carlos, thanks to Darin in the bike shop. I was dealing with a rattling sound inside the frame of my road bike, and Darin took the time to perform a full, thorough assessment. He was incredibly patient, detailed, and never rushed through the process. What really impressed me was that he didn’t try to upsell or push any additional products—just genuine care and expertise to solve my issue. In today’s fast-paced retail environment, finding someone so dedicated and honest is truly rare. Thank you, Darin, for your exceptional service. Five stars all the way!
This review is for John in the backpacking section!! He helped myself and my bf today while i was buying my first backpacking set up. the knowledge this man had was amazing. He was so kind and SO enthusiastic and spent so much time helping me get fitted into the right pack, teaching us how to tell if something fits right, the differences between packs, and how to pack a bag correctly. he didn’t even get upset when i needed to try on almost all of the women’s packs to find my perfect fit (and ended up picking the second one i tried). Thanks a ton John!!
The addiction is real!! Spent $550 yesterday and came back for more and spent only $36 since I found the shirt I liked and they had my color....boy, oh boy, it's like a candy store for the outdoorsy people and man...how much did I really need all these things??
Not really, it was definitely a want instead! I wished I worked here just so I could get a damn discount!
I am addicted...and it's not good!
Staff rocks and the place is not cheap, but the quality and service is top notch! To say you get what you pay for is beyond true at REI, and I think the quality is worth every penny, especially when on sale!
We went to the store to buy what we need for one night of camping. The tent was important for us that it was easy to install. However I felt that after we made the decision with the tent, everything we were advised to buy was just super expensive and in each category the most expansive product . The first sales rep we spoke with was very kind and professional. But then another young man came and we felt treated quite arrogantly, he said he is 18, he seemed to be annoyed by our daughter‘s questions, and gave her a sticker, saying that we work together and that means for him that she is not interrupting while we talk. We didn’t appreciate that. If our daughter has questions, we want to hear them. We are making decisions as a family, and we think it was not his place to act like that.
And then he was super super insisting that we buy the most expensive mats they have. I had to say 3-4 times, that we have some mats and that is why it is not worthy for us to spend extra 800 $ for one night. He used all the arguments, while we should buy on the spot. I said very clearly no. And then he said, then we can come back later, as this mat is the most expensive and they don’t sell is often. That just made me feel even worse. I don’t like to be pushed in my decision. I very much appreciate professionalism and knowledgeable advice, but not to be pushed, and if I say 1-2 times no, then it should be enough.
Then he insisted that we make the membership and we tell at check out that he recommended the membership. I felt stressed out, and rather that they were trying to sell us all most expansive products instead of listening to our needs.
It was the first time we went to REI in San Carlos and I feel very disappointed.
So I would say the store is big, has parking, the Oper people we spoke to were very nice, they have good choices and different brands. For all that 5 stars. But the fact that they tried to sell us only the most expensive products and we felt that they were very pushy, that is something we don’t appreciate at all.
And just as a last tiny peace of info, the head lamp he recommended and we bought, I found on Amazon for 19 $ instead of the 49 $ that we payed at REI.
This place has fantastic and friendly service. Don't expect a lot of inventory in this place like other REI locations. However you can order things online and if it doesn't work out you can return them to the store.
We picked up a sleeping bag that was on sale during Memorial Day.
Picked up a pair of ski boots there today. Staff were super nice and knowledgeable. They were very patient and detailed explaining the ins and outs of the boots. They found the best fitting pair for my feet and my special situations. I am an advanced snowboarder but beginner skier. So its best for me to go with slightly high flex, but not too high since I am not a big person. They taught me the proper way to put the boots on and how to maximize the life of them. This kind of expert advices don't exist on Amazon. In fact, for the few pairs of boots I looked at, REI's prices are super competitive even to the internet only sellers.
The store is huge with lots of other outdoor treasures. They also sell bikes and do repairs. Tons of camping stuff.
Worth noting that their website is awesome. It's easy to browse stuff on their website, then find out if the item is in stock in the local store. Then just go there to check out the real thing and walk out with it!
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